Special needs

The following assistance is provided to disabled persons and persons with reduced mobility at Debrecen International Airport: 

  • passengers concerned may declare at designated points the fact of their arrival at the airport and request assistance;
  • assistance in getting to check-in desks from designated points;
  • assistance in check-in process as well as baggage check;
  • assistance in getting from the check-in desk to the airplane, including passing through safety checks and customs;
  • assistance in boarding the plane, if needed by use of elevators, wheelchairs or other support;
  • assistance in getting from the airplane’s passenger door to the person’s seat;
  • assistance in disembarking from the flight, if needed by use of elevators, wheelchairs or other support;
  • assistance in getting from the plane to the baggage reclaim area, including baggage reclaim itself and passing through customs;
  • assistance in getting from the baggage reclaim area to a designated point at the airport;
  • in the case of transfers, assistance is provided in reaching connecting flights including assistance in the air and on the ground, as well as inside the terminal;
  • if needed, assistance in getting to restrooms;

If manageable and requested, passengers with disabilities and reduced mobility may use their own wheelchairs and other movement-assistive devices and equipment up to the door of the aircraft. If the passenger does not wish to use or does not possess an own wheelchair or other movement-assistive device, they will have at their disposal the equipment the airport operator owns, from the time of their arrival at the airport.

Designated parking lots in the airport car park are available for passengers with reduced mobility, which provide easy access to the terminal building.

The distance between parking lots designated for passengers with reduced mobility and the terminal building is 130 metres.

Claiming special assistance

In order to receive efficient assistance, and in line with Regulation (EC) No 1107/2006, the passengers are requested to notify the air carrier issuing the ticket or its agent or tour operator about their request for assistance at least 48 hours before departure time in order to request special assistance services.  

If the air carrier, its agent or tour operator is not notified at least 48 hours in advance, or the airport is not given notice of the request for special assistance at least 36 hours before flight departure, the airport staff will still do its utmost to provide high-quality service meeting passengers’ requirements.

The passenger requesting special assistance is requested to arrive at one of the designated points of the airport at least two hours before departure, in order that special service best adapting to their individual needs may be granted.

Passengers can notify the airport operator directly about their need for special assistance in the following ways:

The claim request must contain the following minimum information:

  • passenger’s name; telephone number, e-mail address;
  • date of flight departure or arrival, flight number;
  • expected time of arrival at designated point;
  • if known, the appropriate IATA code

Arrival and departure points

Passengers with disability and reduced mobility can notify airport staff about their arrival and request special assistance at designated arrival and departure points.

Designated points can be found:

  • at the information desk within the terminal building;
  • in the airport car park, at parking lots designated for people with reduced mobility.

https://www.debrecenairport.com/hu/utasinformaciok/terminalterkep

Points of arrival and departure bear the following icon:

Please contact Debrecen International Airport staff for further information, they will be pleased to help you.

Mobil: +36 20 467-9899

E-mail: @

Complaint reports

If disabled persons or persons with reduced mobility wish to make complaints about the service provided, they can do so in writing to the e-mail address   @ or to the postal address of the airport operator. The complaint will be investigated by the airport operator 15 days within its submission, and will be answered within 28 days based on the results of the investigation.

If a passenger’s claims are not met during the investigation of the complaint, another complaint concerning the putative violation of Regulation (EC) No 1107/2006 can be submitted to the aviation authority of the Ministry for Innovation and Technology.

The passenger whose wheelchair or other movement-assistive device and mobility aid should get lost or damaged during airport management, is entitled to compensation, in line with international, community and national legal regulations.

Quality principles

Debrecen International Airport Kft. aims to achieve that passengers using PRM services should be satisfied with the assistance the airport provides.

In order to enhance the above, and based on the quality requirements included in the „Code of Conduct” detailed in ECAC Doc. 30 Annex 5-C, the airport operator defined the quality requirements on special assistance according to the following criteria.

The following minimum service levels are to be applied during assistance provided for disabled persons and persons with reduced mobility in Debrecen International Airport: 

In the case of departing passengers who gave notice (48 hours) in advance

On arrival at the meeting point designated by the airport, when they register to use the special service:

  • 80% of passengers must not be allowed to wait for the service more than 10 minutes;
  • 90% of passengers must not be allowed to wait for the service more than 20 minutes;
  • 100% of the passengers must not be allowed to wait for the service more than 30 minutes.

In the case of departing passengers who gave no advance notice 

On arrival at the meeting point designated by the airport, when they register to use the special service:

  • 80% of passengers must not be allowed to wait for the service more than 25 minutes;
  • 90% of passengers must not be allowed to wait for the service more than 35 minutes;
  • 100% of passengers must not be allowed to wait for the service more than 45 minutes.

In the case of arriving passengers who gave advance notice

The service must be available at the door of the arriving flight’s aircraft:

  • 80% of passengers must not be allowed to wait for the service more than 5 minutes counted from the moment the aircraft stops on its final arrival stand;
  • 90% of passengers must not be allowed to wait for the service more than 10 minutes counted from the moment the aircraft stops on its final arrival stand;
  • 100% of passengers must not be allowed to wait for the service more than 20 minutes counted from the moment the aircraft stops on its final arrival stand.

In the case of arriving passengers who gave no advance notice

The service must be available at the door of the arriving flight’s aircraft:

  • 80% of passengers must not be allowed to wait for the service more than 25 minutes counted from the moment the aircraft stops on its final arrival stand;
  • 90% of passengers must not be allowed to wait for the service more than 35 minutes counted from the moment the aircraft stops on its final arrival stand;
  • 100% of passengers must not be allowed to wait for the service more than 45 minutes counted from the moment the aircraft stops on its final arrival stand.

Objectives targeted at passenger satisfaction

Debrecen International Airport Kft. set the following objectives to achieve the highest possible level of passenger satisfaction with the services provided for disabled passengers and passengers with reduced mobility demanding special assistance:

  • professional staff: all members of staff providing direct assistance to PRM passengers as well as all airport staff members who get in direct contact with passengers must be suitably qualified. The trainings to get the qualification must lay special emphasis on raising staff’s awareness on disabilities and the equality of PRM passengers.
    The airport operator aims to achieve that its staff should provide service whose quality concerning their professionalism is evaluated by 90% of passengers as having good or excellent quality (claims for special assistance not properly made are exempt from this).
  • friendly passenger handling: staff in contact with PRM passengers must behave in a friendly, helpful and empathic manner with PRM passengers under all circumstances.
    The airport operator’s aim is to achieve that its staff should provide service whose quality concerning the friendly and helpful attitude of the staff is evaluated by 90% of passengers as having good or excellent quality.
  • high-quality equipment: the airport operator continuously maintains equipment used in special assistance for PRM passengers, and respects technical requirements in purchasing new equipment.
    The airport operator aims to achieve that the quality of equipment used for special assistance should be evaluated by 90% of passengers as having good or excellent quality.
  • punctuality of service: PRM passengers should wait for assistance the least possible amount of time.