Zagreb Franjo Tuđman Airport is committed to providing comprehensive, free assistance to passengers with reduced mobility (PRM) in full compliance with European Union Regulation (EC) No 1107/2006. These services ensure that all travelers, regardless of disability or mobility challenges, can navigate the airport terminal safely, comfortably, and with dignity.
Who Qualifies for PRM Services
Special assistance is available to any passenger whose mobility is reduced due to a physical disability (sensory or motor, permanent or temporary), intellectual disability or impairment, age, or any other cause of disability requiring special attention. This is a broad definition designed to be inclusive.
- Passengers requiring wheelchair assistance.
- Travelers with temporary injuries, such as a broken leg.
- Passengers with visual or hearing impairments.
- Elderly passengers who have difficulty walking long distances.
- Anyone with a cognitive condition or hidden disability requiring guidance.
How to Request Assistance
To ensure the best possible service, you must request assistance at least 48 hours before your flight. The most important step is to notify your airline of your needs, either when you book your ticket or by contacting them afterwards. The airline is responsible for relaying this information to the airport.
When booking your flight online, look for a "Special Assistance" section. If you have already booked, call the airline's customer service. Be as specific as possible about the type of assistance you need (e.g., "wheelchair to the gate," "assistance through security," etc.).
Request Details
Assistance When Departing from Zagreb
Upon arriving at the airport, you can announce your arrival at one of the designated call points or by going directly to your airline's check-in counter. Dedicated parking spaces for persons with disabilities are available in the main car park, located closest to the terminal entrance.
A trained agent will meet you and provide continuous assistance through:
- Check-in and Baggage Drop: Helping you with your luggage and boarding pass.
- Security Screening: Escorting you through security, where staff are trained to assist PRM passengers.
- To the Gate: Taking you to your departure gate and, if you have access, to the VIP lounge.
- Boarding: Assisting you with pre-boarding and getting to your seat on the aircraft.
Assistance When Arriving in Zagreb
When you land at Zagreb, assistance staff will meet you at the aircraft. They will help you disembark and escort you through the entire arrivals process, including passport control (if applicable), baggage claim, and customs. They will stay with you until you have met your family/friends or have reached a designated point for onward transportation, such as the taxi rank or bus stop.
Guide Dogs and Service Animals
Certified service animals are permitted to travel in the cabin with their owners. You must inform your airline at the time of booking that you will be traveling with a service animal and provide the necessary documentation. The animal must be properly harnessed and will remain with you throughout your time at the airport and on the flight.
Medical Equipment and Devices
Your personal mobility equipment, such as wheelchairs or walkers, is transported free of charge. You must inform the airline of the device's specifications (dimensions, weight, battery type for electric wheelchairs) when you book. For rules on other items, see our hand luggage regulations page.
PRM Service Tips
- Always request assistance through your airline at least 48 hours in advance.
- Arrive at the airport with plenty of time to spare.
- Bring any necessary medical documentation for equipment or medications.
- Clearly communicate your specific needs to the staff.
- Remember that these services are a right and are always provided free of charge.
Your Rights as a PRM Passenger
EU regulations guarantee your right to assistance when traveling by air. You cannot be denied boarding because of reduced mobility, except for clearly justified safety reasons. If your mobility equipment is lost or damaged by the airline or airport, you are entitled to compensation. For a full overview of your entitlements, please read our comprehensive passenger rights guide.