Passengers with Disabilities at Madrid Airport

Madrid International Airport (MAD) › Passengers with Disabilities

Services for Passengers with Disabilities at MAD Airport

Travelers with disabilities typically enjoy a hassle-free travel experience at Madrid Barajas Airport, as the airport features dedicated services and accessible facilities to ensure their comfort and convenience. The assistance is provided to passengers with permanent or temporary disabilities. PRMs, including travelers with intellectual disabilities, sensory impairments, and age-related conditions, are entitled to receive special services and care. Moreover, the services are free of charge. Therefore, accessible services at MAD Airport come at no extra cost.

Our Tip: Non-self-reliant individuals and minors must be accompanied while traveling from MAD Airport.

The Barrier-Free Service

Passengers in need of special assistance are eligible to use the barrier-free assistance service provided by Madrid airport’s staff. The barrier-free service offers comprehensive assistance throughout the entire airport procedure.

In detail, it includes the following forms of support:

• Departing passengers

Passengers with disabilities departing from MAD Airport can benefit from barrier-free assistance. Their assistant, a member of the airport staff, will meet them at the agreed meeting point and help them with their luggage, escorting them through all the airport procedures, from the check-in process to the security screening, the passport control (if required), and the aircraft boarding, until the moment they’ll be comfortably seated onboard.

• Arriving passengers

Passengers with special needs landing at Adolfo Suárez Madrid-Barajas Airport are also entitled to special assistance. Their assistant will meet them on the aircraft, help retrieve their hand luggage, and assist with disembarking. If they have checked luggage, the assistant will escort them to the baggage reclaim area and help collect their bags, as well as provide assistance through passport control and customs procedures (if required). Finally, passengers will be guided to their chosen meeting point. That being said, they must make their way from the airport using a transit option by themselves. Fortunately, some meeting points are located close to taxi ranks, while others can be found near bus stops, pick-up zones, or the airport’s rail stations.

• Transit passengers

The accessible service at MAD Airport also applies to transit passengers with a connecting flight from Madrid. Airport staff escort them through all procedures -disembarking, retrieving luggage, transferring between terminals, checking in for the next flight, boarding, and more, and remain with them until they are settled onboard.

How to Book the Barrier-Free Service

Passengers with disabilities are strongly advised to request assistance in advance. The airport is obligated to provide assistance when notified at least 48 hours before the passenger’s arrival. Otherwise, service quality and waiting times cannot be guaranteed.

Thus, a passenger with special needs should ask the airport for assistance in advance and notify the airline during the booking process. Please note that if you notify the airline while booking your air tickets, you don’t need to notify the airport as well. The airline will make the necessary arrangements. In any case, you can book the accessible service via the airport’s website and mobile app, or by phone.

Passengers who have requested the service through the airport (Aena) should be at the specified meeting point at the agreed time (or the time specified by the airline) and make their presence known. Conversely, those who requested assistance through the airline during booking must go to any meeting point and inform the staff of their arrival. If the airline has not specified a meeting time, passengers must arrive at the meeting point at least 2.5 hours before their flight.

Departing passengers who have notified the airport (or airline) about their departure and requested barrier-free assistance typically wait between 10 and 20 minutes for an assistant to arrive. In contrast, those who arrive at the airport unexpectedly usually wait 25-35 minutes. Similarly, arriving passengers who have booked assistance in advance are typically met within 5 to 10 minutes onboard, whereas those who haven’t made the necessary arrangements wait 25-35 minutes.

The Meeting Points at Madrid Airport

There are 20 meeting points scattered throughout the airport premises, located inside the terminals, as well as in outdoor areas and parking facilities. In detail, the meeting points are:

• Car Park P1, Ground Floor
• Long-Stay Car Park T1, T2, T3, Ground Floor
• Terminal 1: Ground Floor, Arrivals Outdoor Area
• Terminal 1: Level 1, Departures Outdoor Area
• Terminal 1: Level 1, Departures Lobby
• Terminal 2: Ground Floor, Arrivals Outdoor Area
• Terminal 2: Level 1, Access Lobby for the Underground
• Terminal 2: Level 1, Access Area to Car Park P2
• Terminal 2: Level 2, Departures Outdoor Area
• Terminal 3: Ground Floor, Arrivals Outdoor Area
• Terminal 4: Level -1, Access Lobby for the Underground
• Terminal 4: Ground Floor, Arrivals Outdoor Area
• Terminal 4: Level 1, Airbridge to P4 South Car Park (Modules A-B-C)
• Terminal 4: Level 1, Airbridge to P4 North Car Park (Modules D-E-F)
• Terminal 4: Level 1, Boarding Area J (Gate J47)
• Terminal 4: Level 1, Boarding Area K89
• Terminal 4: Level 2, Departures Outdoor Area
• Terminal 4: Level 2, Check-in Zone
• Terminal 4: Ground Floor, Bus Terminal
• Terminal 4S: Level 1, Boarding Area S

Additionally, four service desks can also be found at Madrid Barajas Airport, providing all the necessary information about the barrier-free assistance services, as well as any requested help to passengers with disabilities. They are located at:

• Terminal 1: Level 1 Check-in Area
• Terminal 1: Level 1, Boarding Area B
• Terminal 2: Level 1, Boarding Area D
• Terminal 2: Level 2, Departures Lobby

MAD Airport Services for Passengers with Hidden Disabilities

While passengers with reduced mobility and physical disabilities are more easily identified, travelers with hidden disabilities, such as autism, may be harder to recognize and receive the necessary assistance during the airport process. Adolfo Suárez Madrid-Barajas Airport aims to provide top-quality services to all its passengers. That’s the reason why it has introduced the hidden disabilities badge to help the airport staff identify passengers in need and offer them the necessary assistance. Passengers with hidden disabilities also have access to the priority checkpoints designated for families. They can print the badge and have it displayed or keep a digital version on their phone. In any case, they aren’t obligated to display it at all times if they prefer not to.

Other Services and Amenities

Besides the barrier-free service and the badge for travelers with hidden disabilities, Madrid Airport also provides other amenities to reduce hassle and stress during airport procedures for passengers with reduced mobility (PRMs).

Hence, accessible restrooms are available throughout all terminal buildings, as well as special facilities for people with ostomies. Additionally, the airport is fully accessible, featuring ramps, lifts, and all the necessary amenities to allow passengers with reduced mobility to move throughout its premises without difficulty. All parking facilities include accessible zones located near their entrances and exits. Finally, guide dogs are allowed at the already pet-friendly Madrid Airport, as long as they are on a leash and wear a muzzle. In fact, service dogs can travel free of charge. Pet zones can be found outside terminal 1 (on the Arrivals level) and inside T2, T4, and T4S.

FAQs

How do I request assistance on Aena?

If you need to use the barrier-free service provided by Aena at MAD airport, you can notify your airline during the booking process or request the service directly from the airport. You can make a reservation through the Madrid airport website or mobile app. Alternatively, you can also book the service by phone.

What passengers require special assistance?

All passengers with special needs —whether temporary or permanent— are entitled to special assistance at Madrid Barajas Airport. Therefore, the barrier-free service is available to travelers with reduced mobility, physical disabilities, as well as to passengers with intellectual disabilities, sensory impairments, and elderly passengers with age-related conditions.