Download Carefree travel - KLM Royal Dutch Airlines

Carefree travel
Air travel for passengers with reduced
mobility
Special services for physically
challenged passengers
KLM is committed to the provision of comfortable, convenient,
and reliable air travel that is accessible to all of our passengers. We wish all passengers, including those who are physically and/or mentally challenged, provided that air travel is
not counter to medical advice, a very warm welcome aboard.
This booklet was written especially for physically and mentally challenged passengers and for those passengers with a
medical condition who wish to fly with KLM. It provides information on how you can use of the specially adapted facilities
and KLM services in the best way possible, and how we can
assist you in planning and booking your flight. In short, how
we can ensure everything related to your travels is as pleas-
With our special thanks to the Dutch Council of
the Chronically Ill and the Disabled.
ant and comfortable as possible.
This booklet contains an introduction and seven chapters.
You can find general information in the first three chapters.
The rest of the booklet provides more detailed information for specific passengers and about the special facilities
aboard the aircraft and at the airport.
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3
Index
1. Planning and booking your flight...............................................................6
2.At the airport................................................................................................................8
3.During your flight....................................................................................................10
The last three chapters provide more detailed information
about specific facilities.
4.Passengers with mobility impairments................................................. 14
KLM CARES: Special telephone
number and e-mail address
KLM has a dedicated toll-free telephone number* for
passengers who would like to make use of our special care
services. If you have any questions or requests, please call:
• From the Netherlands: 0800 55622737 (0800 KLMCARES)
• From the USA and Canada: + 1 844 797-7723
• From other countries: 00 800 55622737 (+800 KLMCARES)
5.Passengers with hearing or visual impairments.........................20
6.Disabled passengers with an intellectual or
developmental disability .................................................................................22
7.Passengers with special medical requirements...........................22
In order to contact KLM CARES from outside the Netherlands,
be sure to first dial your International Access Code (IAC)
followed by ‘800 KLMCARES’. The IAC is the number dialled
from a country to place an international long-distance call.
At the end of this booklet you will find the following
annexes:
1.Map of Amsterdam Airport
Schiphol and general information........................................................... 28
2.Checklist for travellers......................................................................................30
3.Information for travel agents.......................................................................32
Information given in this booklet can also be found at our
website: WWW.KLM.COM
For example, in the United States and Canada the IAC is 011,
in Japan 001, in Singapore 005 and in Australia 0011. The
common IAC for most European countries is 00.
* Hotels and mobile operators may charge you for carrying
your call when dialling 0800 KLMCARES.
0800 KLMCARES is available from 6 am - 10 pm CET, 7 days a
week. Our representatives are happy to provide you with the
latest information about our special care services and those
of our airline partners.
You can also contact us at e-mail: [email protected]
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KLM partner airlines
Some KLM-designated flights are operated by KLM partner
airlines. On flights operated by KLM*, you can rely on the
availability of all special care services and facilities described
in this booklet. On flights that have a KLM flight number but
are operated by our partner airlines, it is possible that not all
services and facilities will be available for certain destinations.
Which services and facilities are available will depend on the
• cannot climb stairs or cannot walk at all
• cannot walk the distance between the check-in area and
the departure gate, between your gate and the arrival hall,
or between gates when in transit; you should be aware that
distances between check-in areas and gates can be long,
both at the airport of departure as well as the airport at
which you will arrive
• want to use your own wheelchair (manually powered
wheelchairs only) or a KLM wheelchair
partner airline’s services and the type of aircraft.
If you are flying with one of our SkyTeam or other partners (for
an up to date list of our partners, check klm.com),
we advise you to check with your travel organisation or directly
with 0800 KLMCARES to see which facilities you can count on.
* KLM operates Boeing 737, 747, 777, 787 and Airbus A330
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aircraft. Some of our flights within Europe are flown with
KLM Cityhopper aircraft (Fokker 70, Embraer 190). The flights
operated by KLM Cityhopper may offer only limited services.
Our staff will be able to inform you further.
1. P
lanning and booking your
flight
It would be advisable to make your reservation as far in
advance of your flight as possible, particularly if you have
special requirements. The more information we have about
you and any special requirements you have, the better
prepared we will be to meet your needs. Because of this, we
emphatically request that you inform us, the earlier the better
(at least 48 hours prior to departure and, if possible, upon
making your reservation), of any special needs you may have.
For example, if you:
• need assistance due to a visual or hearing impairment
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• wish to take your own electric/battery-powered wheelchair
or scooter
• are travelling with a trained service animal such as a guide
dog or personal assistance dog
• are travelling with a group of 7 or more other physically
challenged passengers
• need to make use of medical facilities aboard the aircraft
• are travelling with an emotional support dog
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IMPORTANT: GIVE US 48 HOURS
If you need any special requirements at the airport or
on board, we request that you let us know at least
48 hours before departure so that we can assist you in
the best way possible.
2 At the airport
Amsterdam Airport Schiphol
With its unique infrastructure, Amsterdam Airport Schiphol is
one of the world’s most convenient, accessible and user-
Boarding and deplaning
Ground staff will be available to assist you with boarding
and deplaning if you request this service in advance. This
will involve making use of your own manually powered
wheelchair or equipment belonging to the airport or airline
(see Chapter 4).
We will also be happy to assist you with boarding, deplaning
and transferring procedures should you find these activities
difficult due to a speech, hearing and/or visual impairment.
Just let us know about such a need when making your
reservation.
To enhance safety, and for privacy reasons, physically
friendly airports. There is a good provision of spacious,
specially equipped toilets for the use of the physically
challenged traveller. Flat surfaces, slow gradients, lifts and
moving walkways make public areas easily accessible to all
passengers. See Annex 1 for additional information and a map
of Amsterdam Airport Schiphol and its facilities for passengers.
2
Amsterdam Airport Schiphol offers physically challenged
passengers assistance in moving between the different
parking areas and the terminal. This assistance can be
requested at the time of reservation by contacting Amsterdam
Airport Schiphol by telephone at +31 (0)20 4057900 or by
e-mail at www.schiphol.nl. Airport Medical Services handles
medical support services at Amsterdam Airport Schiphol. They
also have ambulance services available.
Check-in
KLM will be pleased to provide you with the best possible
assistance and/or medical facilities. To enable us to do so,
we request that you check in half an hour before the regular
check-in time. If you use an electric powered wheelchair, we
ask that you check in one hour before the regular time. You
can find these check-in times at https://www.klm.com/travel/
nl_en/prepare_for_travel/checkin_options/dropoff_times/
check_in_times.htm.
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challenged passengers may board the aircraft first. For the
same reasons, physically challenged passengers are asked
to be the last to deplane upon arrival. If you are making a
connection at Amsterdam Airport Schiphol, we can provide
assistance using standard wheelchairs and electric carts (see
Chapter 4).
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KLM Crown Lounges
space. Our staff will help find your way to and from the
All KLM lounges at Amsterdam Airport Schiphol are accessible
toilet. However, we cannot assist you in the actual toilet
for physically challenged travellers and have specially
equipped toilets to accommodate their special needs. The
KLM Crown Lounges are not specially equipped with showers
for physically challenged travellers.
area.
• Toilet handles: the toilets onboard of all our KLM aircraft are
equipped with toilet handles.
• Moveable armrests: in all of our aircraft we have a number
of aisle and middle seats that have moveable armrests, so
3 During your flight
you can transfer into your seat more easily. The number and
locations of movable aisle armrest seats may vary by aircraft
KLM in-flight assistance
Our flight attendants are highly qualified to ensure the
in-flight safety and comfort of all our customers. You may
discuss all your wishes and needs with them during the
flight. Flight attendants are not authorised, however, to
assist you with eating or personal hygiene. And they are not
permitted to lift or carry passengers, and/or provide medical
services such as the giving of injections (for the use of
3
oxygen equipment, please refer to Chapter 6). If your medical
condition demands such types of care, KLM requires that
you be accompanied by an escort or personal assistant who
would pay the standard fare. KLM does not provide escorts
or personal assistants during the flight, but we can give you
advice on this if you call 0800 KLMCARES.
Please note that for your convenience, flight attendants will
be glad to transport you to and from your seat using the onboard wheelchair (see Chapter 4).
Onboard facilities
• Foldable onboard wheelchair: available for you on all of
KLM’s Boeing 777, Boeing 787, Boeing 747, Boeing 737 and
Airbus A330 aircraft. As of July 2015, the Embraer 190 and
Fokker 70 will be equipped with one as well.
• Toilet facilities: wheelchair accessible toilets are available
on all of KLM’s Boeing 777, Boeing 787 and Airbus A330
type. In consultation with you and your reservation agent,
we will reserve the most suitable seat for you.
• Special seating solutions will always be reviewed by our
flight safety department to see if they are compliant with
flight safety regulations.
aircraft. Our Boeing 737, Boeing 747, Embraer 190 and Fokker
70 aircraft have a foldaway curtain to enlarge the lavatory
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11
Special meals
access to emergency exits. Since limited space is available for
Our intercontinental flights serve a selection of special meals
such an animal in the aircraft, it would be advisable to make
(at no additional charge) that comply with specific dietary,
your reservation well in advance of departure.
religious or other specific requirements. These include lowsalt, low-fat, sugar-free, and gluten-free meals as well as
Only officially recognised service animals are permitted
meals for diabetics, fruitarians and vegetarians. Most special
aboard the aircraft. The animal’s kennel (if there is one) must
meals can be requested up to 24 hours before departure.
fit under the seat in front of you. For emotional support dogs
Exceptions are kosher, gluten-free and lactose-free meals
a certificate from a medical health professional is required.
that will need to be requested at least 36 hours before
departure. You can submit your request to your travel agent
Some countries have restrictions on animals destined for
or directly to KLM. If you are booking your flight at www.klm.
their country. We thus advise you to take any precautionary
com, you can also request your special meal immediately on
measures (such as having a valid animal passport and proof
our website. Please note, however, that special meals are
of vaccinations) that would apply when taking your service
available only when a regular full-meal service is part of the
animal to such a country.
on-board service.
Questions?
Your medication
Should you have any questions or doubts about these
A few tips for taking your medication with you:
matters, please do not hesitate to contact us at 0800
• Please make sure you have all the medication you need in
KLMCARES. Our staff will be glad to help you.
your hand luggage – never put it in the baggage that you
check in and that will be transported in the hold of the
aircraft.
• It would be useful to bring with you a doctor’s prescription
written in English for your medication and for any syringes
you have in case customs or security officers have any
questions.
• Please bear in mind that our aircraft have limited refrigerator
space on board, so it would be a good idea to bring coldstorage bags or vacuum flasks you might need with you.
Medications in small packaging, however, can be stored in
the on-board refrigerator.
Service animals and emotional support dogs
Emotional support dogs and service animals such as guide
dogs that accompany their owner may travel free of charge
on KLM flights. Your animal must be kept in your immediate
vicinity, not occupy a seat, and not obstruct the aisle or
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4P
assengers with mobility impairments
Your own wheelchair
KLM will transport your own wheelchair (scooter) or walker
- free of charge. If you book your flight at least 48 hours
in advance, this will give us enough time to make all the
arrangements for you.
If you are travelling with your own wheelchair, we request
that you check in half an hour before the regular check-in
time. You can find these check-in times at https://www.klm.
com/travel/nl_en/prepare_for_travel/checkin_options/
dropoff_times/check_in_times.htm. If you use an electric
powered wheelchair, we ask that you check in one hour
before the regular time. This gives us sufficient time to
prepare your wheelchair properly for loading.
Rolstoelen toegestaan in de cabine
Folding, collapsible, or break-down manual passenger
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wheelchairs are permitted in the cabin as long as they meet
the size and weight requirements for hand luggage.
For flights to and from the United States folding, collapsible
or break-down passenger wheelchairs are permitted as the
dimensions do not exceed 33cm by 92cm by 107cm (13 inches
by 36 inches by 42 inches).
Bring your own wheelchair as hold luggage:
If you are bringing your own wheelchair, please make sure
you contact us at least 48 hours before your departure. We
will look into the possibilities and make a reservation for
you right away. The number of (electric) wheelchairs we can
transport is limited.
Your wheelchair will be transported as check-in baggage in
an upright position to avoid damage and spilling of batteries.
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Maximum size and weight of wheelchairs per aircraft type:
your personal assistant if you have one) can pre-board at
your convenience.
Aircraft type
Max. dimensions
(l x w x h)
Max. gewicht
Boeing 777, 747, 787
and Airbus A330
152 x 139 x 149 cm /
59,5 x 54,5 x 58,5 inch
No max. weight
Boeing 737-700,
-800 and -900
112 x 113 x 85 cm /
44 x 44,5 x 33 inch
150 kg / 331 lbs
where it will be placed next to your flight’s baggage belt.
Embraer 190 en
Fokker 70
120 x 100 x 70 cm /
47 x 39 x 27,5 inch
150 kg / 331 lbs
Battery-powered wheelchairs
On arrival at some airports, your wheelchair can be returned
to you at the gate. If this is not possible, your wheelchair
will be taken to the arrival hall along with the other
manually or electric powered wheelchairs and scooters
Electric/battery-powered wheelchairs must always be
checked in as hold luggage. This is why we ask that you be
Needless to say, we will take all possible precautions to
at the check-in counter one hour before the regular check-
prevent damage to your wheelchair during the flight. To
in time. Our ground staff will then ensure that you are taken
help us, we ask that you transport all of its detachable
to the gate in an airport wheelchair. In case you are fully
parts, such as cushions and footrests, in your hand luggage
dependable on your wheelchair we request you to contact
(these items will then be considered extra permitted hand
KLM Cares to make additional prior arrangements for you.
luggage). If this is not possible, we ask that you have these
When it comes to wheelchair batteries, we make a
taped to the wheelchair. KLM does not have any packaging
distinction between two kinds.
material available to transport your wheelchair. This is why
we advise you to indicate at the time you book your flight
• Non-spillable batteries (dry cell or gel cell)
what your wheelchair’s dimensions are and whether it is
At check-in counter, the power cables will not have to
collapsible.
be disconnected from the battery if they are packed in a
battery container or protected to prevent short circuits. A
Manual wheelchairs
check will also be made to see if the battery is attached
If you use a manual wheelchair, you can also use it in the
securely enough to the wheelchair.
arrival or departure hall. For a short connection time of less
than three hours, however, this will not be possible. In such
• Spillable batteries (wet cell)
a case, your wheelchair will be transferred directly to the
First of all, the possibility of loading the wheelchair in
next aircraft in your itinerary.
an upright position to prevent battery spillage must be
investigated. This depends on the type of aircraft used
If you wish to wheel yourself to the gate, you should
for your flight. If the wheelchair can be loaded upright,
indicate this when you make your reservation. Your
the power cables must be disconnected and the terminals
wheelchair will then be labelled as hold luggage during
insulated to prevent short circuits. The battery must then
check-in, but it will be loaded into the aircraft at the gate.
be securely attached to the wheelchair. If the wheelchair
This is why it is important that you be at the departure gate
cannot be loaded upright, its wet-cell battery will have to be
at the time stated on your boarding pass (boarding time).
removed and placed in a special battery holder. No charge is
Our ground staff at the gate will then ensure that you (and
made for the packaging used to transport a wet-cell battery
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IMPORTANT:
KLM will need to know at least 48 hours before
departure what kind of battery your wheelchair uses.
wheelchair and the toilet. If you are unable to do this, you
should travel with a personal assistant.
Alternative boarding devices
At some locations, a boarding bridge will not be available for
you and the other passengers to board or deplane. In such
Airport wheelchairs
a case, a stairway will be provided for this purpose. If you are
(used between check-in and gate and upon arrival)
unable to ascend or descend stairs, and you have informed
Wheelchairs are available for use at each airport. Since
us of this in advance, we will provide an alternative boarding
these wheelchairs are not suitable for manual use by the
device.
passenger, someone from ground staff or your travelling
companion will have to push it for you. For transport between
At some locations, including Amsterdam Airport Schiphol, we
the gate and the seat in your aircraft, a smaller wheelchair
make use of a specially adapted truck for this purpose. We
will be used.
know, of course, that these alternatives are not the most
If your connecting flight leaves within three hours, you will
convenient solutions, but we hope you will understand that
have to make use of an airport wheelchair. If you have more
we are doing our best, even in these situations, to ensure your
time than this to make your transfer, we will make sure that
safety, privacy and comfort.
your own wheelchair is ready for you at the gate if: a) the
airport where you are making your transfer allows this and b)
if you have requested this service in advance.
IMPORTANT:
If you would like to make use of any of these services or
Electric cart service
facilities, please contact your travel agent or call 0800
At Amsterdam Airport Schiphol and some other airports,
KLMCARES (0800-55622737) at least 48 hours before
ground staff may choose to use an electric cart to transport
departure.
passengers with mobility impairments from one location to
another.
On-board wheelchairs
Every KLM aircraft is equipped with its own wheelchair. As
of July 2015, the Embraer 190 and Fokker 70 will be equipped
with one as well. These wheelchairs are specially designed
to fit the aisles of our aircraft. You should feel free to ask for
the use of one of these wheelchairs to get you to and from
the toilet. Although our flight attendants will assist you with
the use of this wheelchair, they are not permitted to lift or
carry you. This means that you must be able to move yourself
between your seat and the wheelchair and between the
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5P
assengers with hearing or
visual impairments
KLM is constantly striving to improve its services, and these
efforts also apply to what we can offer passengers with a
visual or hearing impairment. Flight and boarding information
is provided at almost all locations by means of highly legible
flight information screens and the airport’s public address
system. But you can always feel free to ask our ground staff
for assistance. They can also escort you to and from the gate
if you requested this service during the booking process.
On board, the flight safety card and video (including subtitles)
have a high visual content. These communications have
been designed to be clearly understood, even by passengers
who do not speak English. The aircraft’s toilets are provided
with attendant call buttons labelled in Braille, and the flight
safety card is also available in Braille.
No charge is made for service animals. Certain conditions do
5
apply to them, however. During the flight, they must be kept
on a leash, they may not occupy a seat, and they must not
obstruct the aisle or access to the emergency exits. For more
information, please refer to the section on service animals in
Chapter 3.
Questions
Should you have any questions or doubts about these
matters, please do not hesitate to contact us at 0800
KLMCARES. Our staff will be glad to help you.
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6 Disabled passengers with an
intellectual or developmental
disability
Passengers with an intellectual or developmental disability
(such as passengers with Down syndrome, Alzheimer’s,
dementia or passengers who are mentally impeded) who
are travelling alone and who need assistance, can request
• passengers whose medical condition could be expected
to become life threatening during the flight or due to flight
conditions, or passengers who could not complete the flight
safely without receiving extraordinary medical attention
• passengers who cannot use an aircraft seat with standard
legroom when placed in the normal upright position
• Pregnant passengers with known complications.
• passengers with part of their body in a cast (due to the
possibility of that part of the body swelling)
a meet and assist service. The passenger must be able to
understand the safety instructions and be able to help with
his/her own evacuation. If this is not possible the passenger
should travel with a safety assistant.
This meet and assist service should be requested at least 48
hours before the flight. On departure, the passenger will be
escorted by trained airport staff to the aircraft and will be
handed over to the crew. Upon arrival, the crew will hand the
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passenger over to the trained airport staff.
7 Passengers with special
medical requirements
Medical clearance
A medical clearance must be completed for the following
passengers:
• passengers suffering from a disease that is assumed to be
contagious
• passengers suffering from a disease or physical condition
that results in unusual behaviour that could have an
adverse effect on the welfare and comfort of other
passengers and/or crew or could be considered a potential
hazard to the safety of the flight or its punctuality
• passengers who will require medical attention or depend on
certain medical equipment during the flight
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• unaccompanied passengers with a psychological disorder
who require assistance
If your condition is described above, you will need a medical
clearance. To obtain this, your doctor must complete a
Medical Information Form and return it to us at least 48
hours before flight departure. This Medical Information Form
is available from your travel agent, on KLM website or by
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contacting us by telephone at 0800 KLM CARES or by e-mail
For more information about using equipment with batteries
at: [email protected]
see next section “Other medical matters”.
The Frequent Traveller’s Medical Card: the Fremec
To use your own POC on board, please make sure you
For passengers with a medical condition who have to fly
contact KLM Cares (see last page for telephone numbers) at
frequently, KLM uses the Fremec (Frequent Traveller’s Medical
least 48 hours prior to departure to register your POC.
Card) which avoids the need to fill in a Medical Information
Form each time you travel. This card is valid for the period
Other medical matters
listed on the card.
You may bring certain pieces of medical equipment or aids
with you on board provided that such an item can be stowed
The Fremec card is available only if you travel at least twice
under a seat or strapped to an adjoining seat. We can not
a year with medical needs. Having a Fremec allows KLM to
guarantee power supply on board, therefor you need to
consider your needs whenever possible. You will still, however,
bring an adequate number of fully charged batteries onboard.
have to make your reservation at least 48 hours in advance.
Based on the manufacturer’s estimate of the hours of battery
Medical equipment on board
Oxygen
We can provide you with supplemental oxygen on any
KLM flight. Our cabin crew will assist you in the use of this
equipment. This oxygen supply functions separately from
the oxygen supply used in emergency situations. Receiving
this service involves a standard charge and it will have to be
requested by having a Medical Information Form submitted to
us at least 48 hours before departure.
We can adjust the oxygen supply to the exact amount
needed for your medical condition (with a maximum of 5.2
liters per minute). This facility is available only aboard the
aircraft. If you require oxygen at the airport, KLM can provide
you with it at Amsterdam Airport Schiphol but not at other
airports.
life while the device is in use and the information provided by
The use of your own oxygen supply aboard the aircraft is
your physician you need to bring at least enough batteries
not permitted, but you may use your own battery powered
for 150% of the expected maximum flight duration. These
“Portable Oxygen Concentrator” (POC) if it is EASA/FAA
batteries, too, should be stowed beneath your seat.
approved. Check your POC if it has a sign “EASA/FAA
approved”.
24
Each installed or spare battery must not exceed:
25
1. For lithium metal or lithium alloy batteries, a lithium content
of not more than 2 grams.
2. For lithium ion batteries: a watt-hour rating of not more
than 100 wh
The watt/hour rating is mentioned on the battery or in the
user manual. Spare batteries must be individually protected
to prevent short circuit, e.g. by taping terminals or by placing
them in separate plastic bag or pouch.
Stretcher service
If you must remain in a prone position during the flight due
to health reasons, you can make use of our stretcher service.
In most cases, this service will be reserved for you by the
appropriate organisation that is in charge of organising your
transport. You will be accommodated aboard the aircraft in
a separate part of the cabin so you will not be disturbed by
other passengers and can travel in comfort and privacy. You
will, however, need to be accompanied by someone who can
lend you medical assistance.
If you are flying with one of our airline partners, you should
know that they do not offer stretcher services on every flight
Questions?
Should you have any questions or doubts about these
matters, please do not hesitate to contact us at
0800 KLMCARES. Our staff will be glad to help you.
KLM looks forward to
welcoming you aboard!
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27
B14
to B1 - B8
day from 7.00 am to 11.00 pm)
Assistance should be requested at least three hours before
departure.
28
C16
C11
D31
Gates D
25
KLM
Crown
Lounge
Lounge
1
Gates B-C, D 59-87, M
Schengen
C13
D29
C9
T3
T2
D10
D66
Lounge
2
29
M6
M7
Gates E
H7
52
Lounge
3
D43
D73
D41
D71
KLM Crown Lounge
Top level
Second floor
T4
T5
1
E18
Schiphol Plaza
E24
C16
B35
Gates B
B
Gates
C14
B31
B34
B36
B26
B28
B22
B24
C12
B30
B32
B27
M4
B15
B13
H4
H3
Lounge
4
H7
H5
4
4
T9
G3
to B1
B1 -- B8
B8
T3
to
T2
8
Gates H
B14 H6 to B1 - B8
M1
toH2
C21 - C26
B26 B22 B18
4
C10 B24
B20
B28
B14 to B1 - B8
C8 H1
C6 B16
C4
M2
M6
B18
M5 B16
B20
B23 M3
B17
4
Gates M
B30
B32
4B18
B22
B34 B30
B30 B26
B26 4 B22
G11-16
B18
B34
B24C7 B20
B20 C5B16
B36 B32
B32 C9B28
B28 B24
B14
B36
B35 B31
B27
B23
B17 B15B16B13 B14
C11
Gates C C15 - C18
Gates B C13
Gates B
B34
B36
M7
Gates E
52
3
KLM Crown Lounge
Gates F
25
25 Gates D
25
KLM
Crown
Lounge
KLM
KLM
25
Crown
Crown
Lounge
Lounge
Gates D
KLM
Crown
Lounge
E2
Schiphol Plaza
F2
F2
F4
Gates D
D
Gates
Amsterdam
Airport
Schiphol
The Netherlands
Lounge
3
Lounge
4
B31
B31
C14
D31
D29
D28
C11
C11
D26
D27
D24
B23
B23
B17
B17
B15
B15
B13
B13
G5
D25
C9
C9
D18
D23
D16
D14
C7
D21 C7
C5
C5
to C21 - C26
C10
C8 C6 C4
to C21
C21 -- C26
C26
D14 toD12
C10
D68
C7 C6
D10
C9 C10D16 C8
C8
C4 D66
C6 C5 C4
D18
D22
C12
C12
C12
B27
B27
D41
P Profile check
Customs
Customs
D3
D3
D59
D59
D3
D59
D3
D5 D59
D7 D61
D63
D2
D4 D60
D8 D62
D64
D71
D2
D42
D43
D60
D12
D4 D73
D44 D72
D68 D46
D10D74 D8 D62
D66
D64
D48 D76
D2
D22
D2
D78
D52
D60
D24
D12
D4 D60
D14 D82
D12
D4
D14
D26
D16 D54
D68
D62
D10
D47
D8 D62
D16
D56 D84 D68
D10
D8
D18 D21
D28
D5
D77
D66 D49 D64
D64
D66
D22 D18
D23 D86
D7 D61
D51 D79
D24 D22
D25
D24
D63
D53 D81
D26 D27
Gates B-C, D 59-87, M D26
D55 D83
D21
D28
D5
D29
D21
D28
D5
D23
D41D61
D57 D85
D7
D23
D31
D61
D7
D87
D71
D25
D63
D25
D63
D27
D42
D27
D43
D29
D44 D72
D29
D73
D41
D31
D41
D46 D74
D31
D71
D71
D48 D76
D42
D43
D42
D52 D78
D43
D72
D44 D72
D73
D54 D82
D44
D73
D74 D47
D46 D74
D56 D84
D46
D76 D49 D77
D48 D76
D86
D48
D78 D51 D79
D52 D78
D52
D82 D53 D81
D54 D82
D54
D47
Gates B-C, D 59-87, M
D84 D55 D83
D56 D84
D47
D56
D77
D49 D77
D86 D57 D85
D49
D86
D79
D51 D79
D51
D87
D81
D53 D81
D53
Gates B-C,
B-C, D
D 59-87,
59-87, M
M
Gates
D83
D55 D83
D55
D85
D57
D57 D85
D87
D87
C13
C13
C14
C15 - C18 C14
C16
C16
C13
C15 -- C18
C18
C15
C11
C16
B35
B35
E24
E24
E7
E7
E5
E5
E7
E19
E19
E19
E17
E17
E9E17
E9
E9
E17
E9
E3E5
E3
E19
E3
E7
E5
E3
E22
E20
E20
E24
E22
E22
E18 E20
E18
E18
E15
E15
E15
E8
E8
E6 E22
E6
E8
E24
E4E6
E4
E20
E2E4
E2
E18
E2
E15
E8
E6
E4
F2
F2
Flights operated by KLM, Air Fran
and SkyTeam members arrive and
Lounge
4
G7
G2
1
Train station
Gates C
depart from gates
B to G.
4
G9
G4 4
4
T3
12KLM passengers going to Antw
Gates C
C
Lounge
Gates
2
3
G6T2
2
4
Schiphol Plaza
T5 T4
4
5
3
F2
T3
and Brussels
by train pass through
T3
1
3
G8
Holland Boulevard
F3
T2 8
Schiphol
Plaza
T2
3
F4
immigration
and
collect
their
lugg
Lounge
Lounge
T6
Gates
G 33
F5
1
8
Holland
Boulevard
station
at2 Schiphol. Train
E3
Lounge 8
F7
Lounge
F6
11
12
Gates D
They
exchange
KLM or
E5
Train their
station
2
F9
3
T4
T5
5
5
Gates F
e-ticket
for
a train ticket at the NS
12
F8
12
1
2
3
2
3 T5 T4
Schengen
T5 T4 (Dutch Rail) desk at Schiphol
5
E7
3
Plaza
G
5
Lounge
T6
1
1
2 Passengers
7 with
E9
Holland
access
to KL
3 Boulevard
3
Lounge
T6
Lounge
T6
2
Crown
Lounges from
intercontine
2
E17
Gates D
Holland
Boulevard
Holland
Boulevard
flights and who transfer to Europe
5
E19
Gates D
D
T Transfer deskGates
Schengen
(Schengen) flights can use Crown
5
5
Self-service transfer
Gates E
Schengen
Lounge
25, beyond
passport contr
7
Schengen
KLM Crown Lounge
If your flight
7 to the US is operat
7
Customs
Passport control/security check
by Delta Air Lines, please follow th
T Transfer
desk
Transfer
desk
signs to the beginning of pier D or
Self-service
transfer
T
Transfer
desk
Extra
security
check
P
Profile
check
T Transfer desk
for a security
interview. There, you
Gates E
KLM
Crown
Lounge
Self-service
transfer
Self-service
transfer
Self-service
transfer
will receive
Gates E
E information about you
Gates
Customs
KLM
Crown
Lounge
KLM
Crown
Lounge
KLM
Crown
Lounge
departure gate.
Train station
E22
E20
T6
E15
E8
E6
E4
E2
Gates E
Gates F
Lounge
2
Lounge
4
D3 D1
D5 D59
D7 D61
D63
D2
D4 D60
D8 D62
D64
D42
D44 D72
D46 D74
D48 D76
D52 D78
D54 D82
D47
D56 D84
D49 D77
D86
D51 D79
D53 D81
D55 D83
D57 D85
D87
Gates D
D25
C5
C4
D12
D68
C6
to B1 - B8
Lounge
1
B14
to C21 - C26
D14
C7
C8
D21
D16
D23
D18
C10
B13
B16
B15
B18
B20
B17
B22
B24
B23
B26
B28
D22
D27
D24
C12
B27
B30
B32
D26
C14
B31
B34
B36
D28
B35
C15 - C18
Gates B
Or visit: WWW.NS.NL
B13
B16
- text phone 0900 5559292 (€ 0.70/minute, available every
B15
B18
B20
- fax 030-2353033
B17
B22
B24
- tel. 030-2357822
B23
B26
B28
Dutch Railways – Services for Passengers with Disabilities
B27
B30
B32
(available every day from 6.00 am to 1.00 am)
B31
Tel. +31 (0)900 9630
B34
B36
Valys (travel service from door-to-door):
Gates D
(available 24 hours a day, € 0.40/minute)
B35
Airport Schiphol please contact:
Airport Hubs
• +31 (0)20 6012929, for the hearing impaired Lounge
2
• +31 0900 0141, the general text phone number Gates B
For information about public transport to and from Amsterdam
25
Schiphol, please contact Schiphol Information & Services at:
Top level
Second floor
For information about facilities offered by Amsterdam Airport
Gates C
Or visit the website at: WWW.SCHIPHOL.NL
KLM
Crown
Lounge
(€ 0.40/minute)
Lounge
Blue
1 Pages
Annex 1: Map of Amsterdam
Airport Schiphol and
general information
Annex 2: Checklist for travellers
Here are a few tips that will help ensure that you receive the
services and assistance you need:
• Book your flight at least 48 hours in advance and let us
know what your needs will be (special meals can be ordered
up to 24 hours before departure except for kosher, glutenfree or lactose-free meals that have to be requested at least
36 hours before departure).
• If travelling with one of our airline partners (with a KL flight
number), you can find out about what services and facilities
this airline provides by calling 0800 KLMCARES.
a doctor’s statement to this effect in order to prevent any
problems during security checks.
The following special services are free of charge:
• special meals
• assistance of ground staff in boarding, deplaning and
transferring
• transport of your own wheelchair, rollator or scooter
• transport of a service animal in the cabin as long as another
seat is not necessary
• transport of medical equipment such as breathing
equipment
• use of an on-board wheelchair (provided by KLM)
• special container for wet-cell batteries
• Have your doctor complete a Medical Information Form
(available on KLM website) if required by your medical
condition.
• Check in half an hour before the regular https://www.klm.
For the other special services, please contact
0800 KLMCARES for the applicable charges. Our staff will be
glad to help you.
com/travel/nl_en/prepare_for_travel/checkin_options/
dropoff_times/check_in_times.htm (this should be one hour
before the regular check-in time if you are using an electric
powered wheelchair).
• Make sure you are at the gate at the time given on your
boarding pass.
• Make sure that you are accompanied by a personal assistant
if your medical or physical condition requires this (KLM will
not provide you with this kind of assistance, and the cabin
crew are not authorised to lift or carry you).
• Have all the medications you need during your trip in your
hand luggage. If the quantity of liquid medication included in
your hand luggage exceeds the legal limit, you should have
30
31
Bijlage 3: Information for
travel agents
STCR
• If no further assistance is needed, the SSR BLND is
If one of your physically challenged clients books a flight
•If the passengers also needs assistance, you need
Stretcher requested.
BLNDPassenger is blind (for information purposes only);
sufficient
with KLM and requests specific assistance, we ask that you
to add “Assistance Needed” to the SSR free text
insert the applicable industry codes into the customer’s
(BLND / Assistance Needed)
reservation record (PNR). Use of the correct codes will ensure
the proper provision of the required services. If in doubt,
DEAF Passenger is deaf (for information purposes only); contact 0800 KLMCARES.
• If no further assistance is needed, the SSR DEAF is
sufficient
These codes are:
WCHCPassenger cannot walk and needs to be lifted into
•If the passengers also needs assistance you need
to add “Assistance Needed” to the SSR free text
and out of the aircraft seat. If the passenger will be
(DEAF / Assistance Needed)
travelling with an escort, please add ‘WCHC escorted
by’. If the passenger will be travelling alone, please
DPNAPassenger with a mental disorder who will need
add ‘WCHC self-supporting’.
assistance.
WCHRPassenger can use stairs but cannot walk long
distances (please keep in mind that Amsterdam
By using these SSR codes, we can ensure that your clients
Airport Schiphol is well equipped with moving
receive the assistance they need during their travel with
sidewalks and escalators).
KLM.
WCHS Passenger can neither walk long distances nor use
stairs, so it will also be impossible for him/her to step
up onto an electric cart.
WCMPPassenger has his/her own manually powered
The suggestions contained in this document are not
intended as a substitute for individual, professional and/
wheelchair. If the passenger wants to use his
or medical advice and should not be construed as such.
wheelchair to and from the gates, please add ‘WCMP
Information within this brochure is subject to change with
gate / ramp delivery’ (this service is not available at
or without notice, and KLM assumes no liability for these
all airports).
changes. KLM also reserves the right to interpret and apply
WCBWPassenger has his/her own wheelchair with a wet-cell battery.
WCBD Passenger has his/her own wheelchair with a
these policies and procedures.
In each case, KLM’s interpretations and applications shall be
final and conclusive.
dry-cell battery.
WCLB
Passenger has his/her own wheelchair with lithium
battery.
MEDA Medical facilities needed such as an extended
legrest, oxygen, breathing equipment.
32
33
KLM Cares. Special telephone number and e-mail
address
KLM has a dedicated toll-free telephone number* for
passengers who would like to make use of our special care
services. If you have any questions or requests, please call:
• From the Netherlands: 0800 55622737 (0800 KLMCARES)
• From the USA and Canada: + 1 844 797 7723
• From other countries: 00 800 55622737 (+800 KLMCARES)
In order to contact KLM CARES from outside the Netherlands,
be sure to first dial your International Access Code (IAC)
followed by ‘800 KLMCARES’. The IAC is the number dialled
from a country to place an international long-distance call.
For example, in the United States and Canada the IAC is 011,
in Japan 001, in Singapore 005 and in Australia 0011. The
common IAC for most European countries is 00.
* Hotels and mobile operators may charge you for carrying
your call when dialling 0800 KLMCARES.
0800 KLMCARES is available from 6.00 am to 10.00 pm, 7
days a week.
Our representatives are always happy to provide you with the
latest information about our special care services and those
of our airline partners.
You can also contact us at e-mail: [email protected]
In case you have suggestions or comments about our
products or services, please send them to Customer Support
at: WWW.KLM.COM.
More general information regarding the services of KLM can
be found at our website: WWW.KLM.COM.
34
35
June 2015