Persons requiring Special Assistance

If you, or someone you are travelling with, require special assistance during your journey through the airport, our trained staff will be on hand to make your arrival or departure from Malta as seamless and as comfortable as possible. You can book a special assistance service through your airline carrier at least 48 hours before departure.

More information regarding the special assistance service can be requested by contacting Malta International Airport via telephone on +356 2124 9600 or by sending an e-mail on prmservices@maltairport.com.

 

Special Assistance Service Call Points at the Air Terminal

The following Service Call Points are readily available at the airport to be used:

Airport Departures

  • Service Call Point located near the transport drop-off area outside the Check-in Hall, close to Agenda Bookshop
  • Service Call Point within the tunnel on Level -1, as you enter the main terminal building from the main car park
  • Customer Services Information Desk within the Check-in Hall
  • At the respective check-in counter/s
  • Customer Services Information Desk at the Departure Gates

Airport Arrivals

Upon arrival, passengers requiring special assistance are to inform a member of the crew who will, in turn, contact a member of the airport team.

Walking Distances at Malta International Airport’s Air Terminal

Distances for the various point-to-point transfers at the air terminal are as follows:

From To Walking Distance
Arrivals Entrance Baggage Reclaim Area 250m
Arrivals Entrance Park East (parking + rentals) 356m
Baggage Reclaim Area Coaches Park 230m
Baggage Reclaim Area Taxi stands 90m
Baggage Reclaim Park East (parking + rentals) 606m
Pax drop-off point (Check-in) Check-in counters 90m
Check-in counters Security Area 250m
Check-in counters Departure Gates 400m

Service Restrictions

Due to operational constraints, some restrictions apply.  Kindly familiarise yourself with these below.

Departures

Prior to Check-in:

Passengers requiring assistance must be at the check-in desk according to the time stipulated by their air carrier or tour operator.  If no specifications are indicated in advance, passengers need to present themselves by no later than an hour before the published departure time of their flight.

At Service Call Points:

Passengers requiring assistance via the Service Call Points (see above) must arrive on time as instructed.  If no prior arrangements are made, passengers must ensure that they arrive no later than two hours before the published departure time.

At Departure Gates:

Special assistnace requests from gates which are not booked or advised beforehand will be accepted if the service is requested at least 45 minutes before the flight departure time.  The service may also be requested at the Customer Services Information Desk (near Gate 6) before proceeding to the Gate.

Other Facilities available at Malta International Airport:

  • Priority seating inside the airport terminal
  • Information desks, passenger lifts and call points are all equipped with T-loop systems
  • Elevating platform located on Level -1 to facilitate access to the food court and toilets
  • Lifts and escalators to reach all floors of the air terminal
  • Dedicated washrooms in all areas of the air terminal
  • Washrooms equipped with emergency cords to attract the attention of airport staff in case of an emergency
  • Potable water fountains available at different heights
  • Dedicated car park spaces in the main car park
  • Full accessibility to all airport F&B and retail outlets, including the La Valette lounge at Departures

Levels of Service

Introduction

Malta International Airport recognises that persons with reduced mobility and/or disability have the same rights to free movement and choice like other citizens.  To this effect, the airport is committed to high-quality service and assistance to Passengers with Disability.  Airport protocol ensures that all rights are respected as stipulated by the European Commission (EC), the International Civil Aviation Organisation (ICAO) and the European Civil Aviation Conference (ECAC). The airport fully adheres to international provisions as stipulated in the EC Regulation 1107/2006, the ICAO Annex 9, Chapter 9 document as well as the ECAC Document 30, Part 1.

Definition

This term includes, though is not limited to;

  • people who are blind/low vision
  • people who are deaf or w/hearing difficulties
  • people with speech disability
  • people with intellectual disability
  • people with cognitive disability inc. mental health
  • seniors/elderly
  • patients with pathological conditions
  • people unable to stand/walk due to injury
  • people using wheelchairs/with difficulty walking long distances or have dexterity issues

Key Strategies

Malta International Airport commits itself to providing an excellent service in a professional, transparent, and non-discriminatory manner.  These standards are monitored and reviewed on an ongoing basis to ensure that they are in conformity with EU Regulations. Malta International Airport shall ensure that high levels of customer service are reached by providing seamless service without compromising the safety of any guest in any way.

Service Provider

The provider of services to persons with disability travelling through Malta International Airport is Aviaworks.

Provision of Service

Malta International Airport’s assistance and service shall be provided free of charge during operating hours, provided that there are no significant emergency operational requirements at the airport.

In this regard, such service will be provided only if it is requested within the following timeframes:

On Departure Average Waiting Time Maximum Waiting time
Pre-advised Bookings 10 minutes 30 minutes
On-site Bookings 25 minutes 45 minutes

 

On Arrival Average Waiting Time Maximum Waiting Time
Pre-advised Bookings 3 minutes 5 minutes
On-site Bookings 15 minutes 35 minutes
  • Before check-in: no later than one hour from the time of departure
  • At the Departure Gate: no later than 45 minutes from the time of departure

Services Provided

Malta International Airport is committed to providing the following services:

  • Assistance from the passenger’s arrival at the airport to the Check-in Hall
  • Assistance with registration at check-in and through security processes
  • Assistance in proceeding to the gate at the correct time for pre-boarding
  • Assistance with the boarding and disembarkation processes, including the provision of a suitable service for passengers who require special access to/from the aircraft using an ambulift or another suitable means
  • Assistance with the retrieval of baggage, and with the immigration and customs processes
  • Assistance from/to connecting flights both for landside and airside
  • Assistance up to the first point of onward travel (including land transport)
  • Enabling the customer to use the airport facilities as requested (provided that there is sufficient time)
  • Adequate assistance in case of (long) delays and/or cancellation of flights

Compensation for Lost or Damaged Wheelchairs, other Mobility Equipment and Assistive Devices

Losses or damages to equipment are dealt with in accordance with Regulation (EC) Nr 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, by the airline (respective ground handler) with which the passenger would be travelling. Passengers who suffer loss or damage to their equipment are encouraged to contact their airline or respective ground handler for guidance regarding their rights with regard to compensation in such circumstances.

 

 

(Note: Special Assistance may also be referred to (and not limited to) as assistance needed for persons with disability (PWD) and persons with reduced mobility (PRM).