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Special Passengers
Aeroparque has protocols and facilities designed to assist passengers with specific needs. However, travelers' experiences show that intentions are one thing and execution is quite another. The quality of service can vary drastically depending on the situation and the staff on duty.
Frequently Asked Questions about Assistance
- Is it easy to get a wheelchair? Not always. It is one of the most significant complaints. The airport itself does not have wheelchairs available for the public; they depend exclusively on those provided by each airline. This causes long waits and frustration.
- Are there facilities for traveling with young children? Yes, in this aspect, the reviews are more positive. The existence of play areas and the friendliness of the staff are valued. In addition, Aeroparque offers strollers (baby carriages) for use within the terminal, a great relief for parents.
- How does the assistance for people with autism (ASD) work? You must request it 48 hours in advance through an online form. The protocol is designed to give priority in check-in, security, and boarding, but its effectiveness depends on coordination with the airline.
- What do I need for a minor to travel alone? In addition to coordinating the paid escort service with the airline, you will need a travel authorization signed by both parents and certified by a notary or competent authority. It is an indispensable legal procedure.
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Critical Points to Keep in Mind
- The lack of wheelchairs is a real problem. Do not assume that a wheelchair will be available upon arrival. The reliance on airlines creates a bottleneck that mainly affects elderly or mobility-impaired people.
- Communication is key (and your responsibility). It is not enough to arrive at the airport and ask for assistance. You must contact your airline and, in cases like ASD, fill out forms at least 48 hours in advance.
- The airport is not friendly for long walks. The distance between gates, the lack of seating, and the occasional failure of escalators are a serious problem for the elderly, who are often the most affected.
- Assistance is not proactive, you have to request it. The staff will not guess that you need help. You must be proactive and request assistance at both the airline counter and from airport staff.
People with reduced mobility
User Experience: This is where the greatest contradiction arises. While the airport has the necessary infrastructure (ramps, elevators, adapted bathrooms), the execution of the assistance service is poor. The most recurrent complaint is the scarcity of wheelchairs, which depend on each airline and not the airport, causing waits of up to an hour. For a person with difficulty walking, this situation turns the experience into something "painful" and frustrating.
Deaf people
The customer service center includes staff trained in sign language thanks to the collaboration with the SEA Foundation, ensuring an accessible service. No recent complaints are reported, so there is some satisfaction with this service provided at the airport, which represents a pillar in inclusive attention by Aeroparque.
People with ASD (Autism Spectrum Disorder)
Since 2022, Aeroparque has implemented a protocol that prioritizes the care of passengers on the autism spectrum. This includes coordination with airlines and airport operators to streamline processes such as check-in, security checks, and boarding. In this way, the passenger and their family group will have priority passage at the different stages of the journey to the aircraft.
User Experience: These measures have been pointed out as very positive for reducing stress, although it is suggested that they could be strengthened with quieter areas in the waiting zones.
You can communicate at Tel +54 11 3987 4150 (24 hours) or complete the booking form 48 hours in advance of your trip. It is important to also notify the airline that issued your ticket.
Unaccompanied minors
Most airlines allow minors of a certain age to travel alone, but with restrictions:
- Generally, children between 5 and 11 years old can travel alone under a special escort service provided by the airline.
- Adolescents between 12 and 17 years old can usually travel unaccompanied, although some airlines offer or require the escort service.
- Escort service: The minor will be assisted from check-in until they are handed over to the authorized person at the destination. This service has an additional cost and requires prior reservation.
- Required documentation:
- Valid ID or passport of the minor.
- Birth certificate to verify the minor's identity and age.
- Travel authorization signed by both parents or legal guardians, certified by a notary public or competent authority.
User Experience: Generally, the service for families and minors is well-regarded. The airport staff shows a good disposition, and details such as play areas and the availability of baby strollers, which make long waits easier, are appreciated.
Elderly and older people
User Experience: This is one of the most vulnerable groups to the airport's failures. The lack of seating, long walking distances, and the scarcity of wheelchairs mentioned above, make transit through the terminal an especially difficult and exhausting experience for them.
Pregnant or nursing women
Aeroparque has lactation spaces. Families with babies highlight the kindness of the staff in assisting during the check-in and boarding process. These actions are essential to provide an environment of trust and comfort.
Smart Traveler's Handbook
- Prior coordination is MANDATORY: Do not assume that assistance will be available. Contact the airline at least 48 hours in advance to request any type of special help (wheelchair, ASD assistance, etc.).
- Anticipate the lack of chairs: If you are traveling with an elderly or mobility-impaired person and the airline does not guarantee a chair, consider bringing your own if possible, or arrive with extra time to manage the wait.
- Use the resources available for families: If you are traveling with children, ask for the free baby strollers and locate the play areas to make the wait more bearable.
- Forms and documentation, always ready: If you are traveling with a person with ASD or an unaccompanied minor, always carry a copy of the request form and all legal authorizations.