Special Assistance

The free of charge special assistance service at European airports is provided in accordance with Regulation (EC) No. 1107/2006 of the European Parliament and of the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air. 

The Regulation determines that a disabled person or a person with reduced mobility means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose sithuation needs appropriate attention and the adaptation to his or her particular needs  of the service made available to all passengers. In Lithuanian airports, the term "passengers with individual needs" is used.

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Special Assistance service and how to request it

For passengers with individual needs, the special assistance service at Vilnius Airport includes: 

  • meeting the passenger at the airport upon arrival by plane/car/bus/taxi/train; 
  • escorting the passenger to the aircraft (to check-in, customs/security/passport control, boarding points); 
  • escorting the passenger from the aircraft (disembarking the passenger from the aircraft, escorting the passenger to customs / security / passport control / baggage claim points); 
  • escorting the passenger with luggage (on request) to the car/bus/taxi/train.

How to book a special assistance service:

  1. in advance, by purchasing the flight ticket online (an additional box must be ticked in the passenger's personal data to indicate the need for assistance). This option is available at least 48 hours before the scheduled flight;
  2. in advance when purchasing the trip. Inform the travel agent about the need for the service;
  3. by pressing the special assistance call point's button when arriving at the airport. For where to find the call point and more information, see "Arrival at the airport".

IMPORTANT:

  • during rush hours, priority is given to passengers who have booked the special assistance service in advance;
  • when travelling with a certified assistance dog or electric wheelchair, it is important to inform the airline or travel agent from which the flight ticket was purchased in advance;
  • once the special assistance service has been booked and upon arrival at the destination airport, please wait in the aircraft at the seat until someone comes to meet you. 

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Services at the airport 

Vilnius Airport applies quality standards for special assistance. They are available here.

Information below indicates which free of charge services are available at Vilnius Airport for passengers with individual needs.

Special waiting area in the departures terminal

The terminal is equipped with a marked waiting area with one of the special assistance call point. Passengers can announce their arrival/request assistance and wait for personnel to arrive to assist them. This area can be found by entering the main departures hall and immediately turning right.

Priority at security checkpoint

Passengers with individual needs receive priority in security checkpoint, with a separate aisle and private screening room. If you are travelling independently, we recommend you choose the number 4 boarding card scanning gates, which are wheelchair accessible. 

Free of charge special wheelchairs

Special mobility wheelchairs are available free of charge at the airport (located next to the pushchairs). They are available in marked areas: 

  • in the departures area, after passing the security check, on the right side; 
  • in a non-Schengen area, in front of the Duty Free shop.

Please leave the wheelchair at the boarding gate after use.  

Free of charge Hidden Disabilities Sunflower Lanyard

Since 2020, we have partnered with the international social project The Hidden Disabilities Sunflower, therefore you can receive a free sunflower lanyard at the airport to indicate a hidden disability.  Ask for it at the check-in desks or at the security checkpoint at the boarding pass scanning station. Airport personnel are trained to recognise this symbol and are ready to give you more time and attention.

Special vehicle for persons with individual needs to get to the aircrafts

Persons travelling with special wheelchairs are transported to/from the aircraft at Vilnius Airport by Ambulift. Model EAU 1500 FLS and Thunderlift L. 

 

Restrooms for persons with individual needs

In both the departures and arrivals terminals, there are designated restrooms for persons using wheelchairs. Elevators and lifts are available for wheelchair access between floors.  

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Arrival at the airport

It is possible to arrive at Vilnius Airport by: 

  • car (more information is available here);
  • public transport (more information is available here); 
  • "Airport Express" bus (more information is available here);
  • intercity and international transport (more information is available here);
  • train (more information is available here);
  • chosen taxi company;
  • vehicle for persons with individual needs (see below for more information).  

Please note that all public transport to the airport is accessible for wheelchair users.

Vehicle for persons with individual needs shall mean the transport that is adapted for people with particular needs. This service is provided by:

  • Maltiečiai  (en. Assistance Service of the Order of Malta) "Važiuojam" (more information is available here);
  • Socialinis taksi (en. Social Taxi) (more information is available here);
  • Asistentinis taxi (en. Assistant taxi) (more information is available here).

IMPORTANT:

  • When travelling by car, we recommend stopping and dropping off passengers with individual needs at the departure terminal, on the ramp. This is a very convenient location as there is a special assistance call point nearby. Please fill in this form at least 48 hours before your flight.
  • Please fill in this form at least 48 hours before your flight.

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Providing information about arrival at the airport

All passengers wishing to use the free special assistance service, regardless of how it was booked, must inform airport employees about their arrival at the airport in one of the following ways:

  • at the check-in desk (without having to wait in the general queue); 
  • at special assistance call points, by pressing the assistance call point's button (see below for information on where to find the call points); 
  • by sending an SMS message to +370 650 11103 (we recommend this method for passengers with hearing impairments, please indicate in the message that you have arrived and your exact location). 

The plan of all special assistance call points at Vilnius Airport.

The distances from the special assistance call point in the departure hall are shown below.  

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Departure from the airport

Parking space for vehicles of persons with individual needs is available on the ramp at the departure  terminal. The plan how to arrive by car can be found here.  Employees providing assistance will escort the passenger to this location upon request.

 

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Wheelchairs for persons with individual needs 

During departure, the passenger can use the wheelchair all the way to the aircraft door. When boarding, the wheelchair is loaded into the baggage area and the airlines are responsible for its further transportation. On arrival at the airport, the passenger has the right to receive the wheelchair by the aircraft door. 

Please note that if the wheelchair is damaged or lost during the travel, the airport will provide a wheelchair for temporary use (contact the baggage claim point). 

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Other useful information

  • For more information regarding your rights when travelling by air, visit the European Commission website.

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Rate our services or provide suggestions

  • If you have any suggestions, requests or complaints regarding servicing passengers with individual needs, please contact us by email "Contact us" indicating the subject "servicing passengers with individual needs" or by phone +370 612 44442.
  • If you wish to rate our special assistance services, click here.

Your suggestions and comments will help us to improve the quality of our services, therefore we thank you for your feedback.    

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CONTACTS

Assistance at Vilnius Airport
Phone: +370 650 11 103 
E-mail: [email protected]

If the rights of passengers with individual needs have been violated, the passenger has the right to file a complaint with the authority responsible for monitoring the implementation of Regulation 1107/2006:

Lithuanian Transport Safety Administration 
Švitrigailos st. 42, 03209 Vilnius 
Phone: +370 5 278 56 02 
Fax: +370 5 213 22 70 
E-mail: [email protected]

Last updated: 2024 06 18 15:08
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