Facilitation of Air Transport (FAL) is a set of measures and procedures coordinated between competent authorities and the operators involved in the air transport process, intended to ensure the efficient, safe and non-discriminatory handling of passenger, cargo and mail flows at the airports of the Republic of Moldova.
This area is regulated in accordance with the National Program for the Facilitation of Air Transport, approved by Government Decision No. 147 of 09.03.2022, which sets out the responsibilities of the institutions involved, cooperation mechanisms and the main measures to ensure compliance with international standards.
Persons with disabilities and persons with reduced mobility (PRM)
Information must be treated in accordance with Government Decision No. 147/2022, Chapter IX, Section 7.
The information below applies to persons with physical impairments (sensory or locomotor, permanent or temporary), mental, intellectual or any other impairments and/or persons whose mobility in using air transport is reduced as a result of impairments or for any other reasons (disability, incapacity or age), whose situation requires appropriate attention and adaptation of available services to their particular needs.
Fundamental rights of persons with disabilities and PRM
Persons with disabilities and PRM have the right to:
Non-discrimination: equal access to air transport services without discrimination on the basis of disability.
Free assistance: assistance services at no additional cost at all stages of the journey.
Accessible information: information provided in an accessible format, adapted to individual needs.
Airport assistance services
Airports in the Republic of Moldova must provide:
Arrival and departure assistance: support on arrival at and departure from the airport, including assistance with boarding/check-in of baggage, immigration, customs and security procedures.
Mobility equipment: availability of wheelchairs and other necessary equipment.
Assisted boarding and disembarkation: help with boarding and leaving the aircraft. Movement from the aircraft door to assigned seats and back, where applicable, including completing immigration and customs procedures. Stowage and retrieval of baggage from the aircraft. Disembarkation/boarding from the aircraft using lifts, aisle chairs or other necessary assistance, as applicable.
Transit assistance: support in the case of connecting flights or transfers between terminals.
Availability of specially arranged seating and communication of information in accessible formats.
Publication of uniform minimum standards of access to air transport services for persons with disabilities, from arrival at the departure airport until leaving the destination airport.
Note. To benefit from these services, you must inform the airline or travel agency at least 48 hours before the flight.
Assistance during the flight
Airlines are required to provide:
Free carriage of mobility equipment: two assistive devices per person with disabilities, including electric wheelchairs (subject to the 48-hour advance notice requirement and to possible limitations of space, weight and safety requirements on board the aircraft or recognition of such devices as priority baggage, and subject to the applicable regulatory framework regarding dangerous goods).
Access with assistance animals: transport of recognized service dogs in the cabin and placed near the person with disabilities, subject to national regulations or the air carrier's rules.
Accessible information: communication of essential flight information in accessible formats.
On-board assistance: making every reasonable effort to adapt the assigned seat on board the aircraft to the needs of persons with disabilities upon request for this service, subject to safety requirements and availability. Assistance in moving to the lavatories.
To ensure appropriate assistance, The Civil Aviation Authority of the Republic of Moldova recommends that persons with disabilities and PRM notify the airline, travel agency and/or the airport at least 48 hours before the flight about their specific needs.
To consult or contact the following operators, visit the official web pages:
Chișinău International Airport: https://airport.md/
Air carrier Fly One: https://flyone.eu/ro/
Air carrier HiSky: https://hisky.aero/homepage
Aeroport Handling: http://handling.md/
MGH Ground Handling: https://www.mghandling.com/
File a complaint
A person with disabilities/PRM who believes that their rights under this section have been violated may bring the matter to the attention of the respective airport operator or air carrier, as applicable.
If the person with disabilities does not obtain a satisfactory resolution through this channel, complaints may be addressed to AAC or to the Equality Council, as applicable.
Such complaints can be submitted to AAC via the following LINK