People with Reduced Mobility (PRM)
General information for people with reduced mobility
At EuroAirport, facilities and all services offered are designed and set up to be accessible to all. Our staff is trained to welcome and take care of all people, regardless of their type of disability.
When booking your flight, please inform your airline about the nature of your disability (reduced mobility, visual impairment, hearing impairment etc.), the level of assistance required as well as your specific needs during the flight in order for you to benefit from the required services throughout the trip.
The request for the provision of a wheelchair must be made to the airline at the time of booking your flight.
Depending on the degree of independence and the duration of the flight, prior medical consent may be required.
Access to the airport
Access to the airport terminal from the parking structures is possible either directly or via ramps.
There is no shuttle service between the parking structures and the airport terminal. If you need assistance, please contact the company CGS prior to the start of your trip to inquire about the modalities of assistance according to your personal needs.
Elevators are available in the airport terminal.
Meeting Points
There are several meeting points with calling devices for people with reduced mobility installed in both the Swiss and the French sectors of EuroAirport.
Departure level
Meeting points in the airport terminal for departing passengers
Swiss sector
Level 3 (Check-In), Hall 3
Arrival level
Meeting points in the airport terminal for arriving passengers
Swiss sector
Level 2, at the airport information desk
French sector
Level 2, at the airport information desk
Parkings
Meeting points in front of the airport terminal for departing passengers using a private car to the airport
Swiss sector
Express Parking
French sector
Express Parking
Bus stations
Meeting points in front of the airport terminal for departing passengers using public transportation or taxi to the airport
Swiss sector
Arrival level, near the public bus station
Car parks for people with reduced mobility
A number of special parking spaces have been reserved for people with reduced mobility.
- 47 spaces on the car parks in France
- 14 spaces on the car parks in Switzerland
There is no shuttle bus travelling between car parks and the terminal. If you need assistance to cover the distance, please contact CGS, our service provider for people with disabilities, before departure, which will help you organize the required aids.
Waiting times at the airport
Services
- All toilets are accessible by people with reduced mobility.
- Public phones are conforming to standards for people with reduced mobility.
- Two check-in desks specially reserved for people with reduced mobility.
- Handling agents are trained in helping and giving special assistance.
Waiting times
Maximum waiting times at the airport until you are taken care of by a representative of CGS, our service provider for people with reduced mobility, are shown in the following chart:
| Flight segment / Journey | Need of assistance | Notification time in advance | max. waiting time at meeting point or at aircraft |
| Departure from EuroAirport |
Pre-Notified | more than 48 hours before scheduled time of departure | 15 minutes |
| less than 48 hours before scheduled time of departure | 20 minutes | ||
| Not Pre-Notified | - | 30 minutes | |
| Arrival at EuroAirport |
Pre-Notified | more than 48 hours before scheduled time of arrival | 10 minutes |
| less than 48 hours before scheduled time of arrival | 15 minutes | ||
| Not Pre-Notified | - | 30 minutes | |
| Transit | For departures and arrivals in transit, the respective waiting times listed above also apply | ||
Contact / Registration for people with reduced mobility
On behalf of EuroAirport, our service provider company CGS Customer Ground Service is giving assistance to people with reduced mobility.
Process of notification for assistance for people with reduced mobility:
- People with reduced mobility notify their airline at least 48 hrs before their scheduled time of departure of their need of assistance, usually during the reservation process.
- The airline must notify the service provider of the airport in writing at least 36 hours before the scheduled time of departure of the person with reduced mobility.
- Passengers needing assistance from the special meeting points should notify the service provider of the airport directly (see contact information below).
- If no special arrangements have been agreed on with the airline or the service provider at the airport, people with reduced mobility are requested to present themselves at check-in at least 1 hour before scheduled departure time or at the meeting point 2 hours before scheduled departure time.
In case the presentation times are not respected by the passenger, the service provider will do its best effort to ensure a fast assistance, otherwise the defined waiting times will apply.
Contact details for our service provider CGS:
Phone
- from Switzerland: +41 (0)61 325 79 48
- from Germany: +49 (0)761 12 00 79 48
- from France: +33 (0)3 89 90 79 48
Fax
- from Switzerland: +41 (0)61 325 49 05
- from Germany: +49 (0)761 12 00 49 05
- from France: +33 (0)3 89 90 49 05
Assistance is provided by CGS daily from 04.00 h until 00.30 h (depending on the arrival or departure time of the last flight at EuroAirport).
Complaints
Any complaint submitted by a person with reduced mobility can be sent by post to one of the following addresses:
France
Basel-Mulhouse Airport
Passenger Service "PRM"
BP 60120
F - 68304 Saint-Louis Cedex
France
Switzerland
Basel-Mulhouse Airport
Passenger Service "PRM"
Postfach 142
CH - 4030 Basel
Switzerland
Important information regarding complaint handling:
- Receipt of the complaint will be acknowledged without delay.
- The complaint will be processed within a maximum of 21 days.
- If the response is deemed unsatisfactory, the person with reduced mobility may refer the matter to the relevant EU enforcement body.