Download Carefree travel - KLM Royal Dutch Airlines
Transcript
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. 2 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] 4 5 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 1 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 6 • 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 7 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. 8 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). 9 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 10 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 12 13 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 4 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. 14 15 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 16 17 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 18 19 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. 20 21 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 7 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 22 • 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 23 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! 26 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