DPNA assistance

We are regularly asked how assistance can be requested for a flight. Below, you can read everything about the DPNA procedure and what it entails.

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European Commission Regulation

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In 2006, the European Commission issued a regulation stating the following: The regulation prohibits airlines from denying passenger reservations or boarding on the basis of reduced mobility or disability*.

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Free assistance must also be guaranteed to passengers under this regulation, enabling them to use air transport on an equal basis with other passengers.

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*Disabled persons or persons with reduced mobility: persons whose mobility when using transport is limited as a result of a physical (sensory or locomotor, permanent or temporary) disability, an intellectual disability or impairment, or any other cause of disability, or as a result of age, and whose situation requires that they receive appropriate attention and that the services provided to all passengers are adapted to them.

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Responsibility for Implementing Assistance

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The responsibility for providing this assistance lies with the airports. At Schiphol and Brussels, this assistance is provided by Axxicom. They arrange the physical handling of the assistance.

To qualify, it is very important to request the desired assistance in time. This must be done through the airline or travel agency. In the case of DPNA assistance, it is essential that you clearly indicate what assistance is required. Explain the situation thoroughly so that Axxicom knows exactly what is expected. Applications must be submitted at least 48 hours in advance.

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DPNA Button

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Because DPNA is an international IATA code in aviation, it is recognized worldwide. We recommend purchasing the special DPNA button for your flight for enhanced recognition at the airport. This helps improve understanding during security checks, passport control, and on board. The button is easy to attach to a lanyard or your clothing using the clip and pin on the back of the button. It can be ordered in the webshop.​

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​Seat Plan and PIL (Passenger Information List)

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If you check in online, you can use the seat plan to choose your seats. However, please note that this is not a 100% guarantee. Circumstances may arise that require changes, for example due to an aircraft swap. It is therefore important that the crew knows that you are a DPNA passenger or traveling with a DPNA passenger, so they can ensure that you are not separated.

A DPNA request also appears on the PIL, which is a passenger list containing special assistance requests. Because autism often has no visible characteristics, it is important for the crew to know where the person concerned is seated. A Sunflower lanyard can also be helpful.

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The Axxicom Assistance Desk

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If you are traveling and have checked in, go to the Axxicom counter in the departure hall (at least 2 hours in advance). Report there, and you will be assigned an assistant who will accompany you to the aircraft. You can board first at the gate. If everything goes smoothly, the crew will not need to take further action unless special requests have been indicated.

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Summary of the Procedure

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• You book your trip with a travel agency or airline.

• You request DPNA assistance for the person concerned and clearly state what assistance is needed.

• If you check in at home, go to the baggage drop-off at Schiphol and then to the Axxicom counter. If you need help with check-in and have not checked in at home, you can also go directly to the Axxicom desk.

• Axxicom will guide you to the gate.
  
  Available Forms of Assistance

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Option 1: (CODE: WCHR)
Passenger requires assistance (departure & arrival) at the airport to the boarding gate.

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Option 2: (CODE: WCHC)
Passenger requires assistance (departure & arrival) at the airport and a lift up/down to/from the aircraft seat.

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Option 3: (CODE: WCHS)
Passenger requires assistance (departure & arrival) at the airport and up/down the stairs.

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Option 4: (CODE: BLND)
Blind passenger requires assistance (departure & arrival) through the airport to the aircraft seat and a separate safety briefing from the cabin crew.

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Option 5: (CODE: BDGR)
Passenger travels with a guide dog and requires assistance (departure & arrival) through the airport to the aircraft seat, plus separate safety instructions from the cabin crew.

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Option 6: (CODE: BLDP)
Passenger is blind or visually impaired but does not require assistance (travelling alone or accompanied).

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Option 7: (CODE: DPNA)
Passenger has an intellectual disability but is independent and able to understand and follow safety instructions. In the case of children, they must travel with a guardian/parent but require assistance (departure & arrival) at the airport to the boarding gate.

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Option 8: (CODE: DEAF)
Passenger is completely deaf and requires a separate safety briefing on board.

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Option 9: (CODE: PETC)
Passenger travels with a guide dog and does not require special assistance.

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Option 10: (CODE: OXYG)
If a passenger requires therapeutic oxygen during the flight, it must be booked and paid for at least 7 days before departure by contacting Special Reservations.

 

The DPNA code is a useful tool and can make your journey easier. Preparation is also very important. A helpful tip is to go through the entire process in advance — from leaving home to boarding the aircraft. This can be done, for example, by making a booklet with pictograms and photos, or by using the airport route map upon arrival.

Have you read the e-book “Flying with Autism”? It contains many tips, experiences, and useful tools for preparing for your trip. It is available in the webshop.

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In principle, the DPNA code works the same worldwide. It is advisable to check the website of the airport abroad to see whether information about assistance is available. You can request assistance for both the outbound and return journey.