Customer case: PRM Service to CPH Airport

Falck has been responsible for PRM service in CPH Airport since July 2008. The PRM service is available 24/7/365 with a manned Control & Dispatch centre.


PRM service in CPH Airport is provided in accordance with the recommendations in ECAC Doc 30. Actual service is well above the minimum requirements.

Assistance services are provided end-to-end for passengers travelling through the airport – either on arrival, transfer or departure – we make sure that passengers have “peace of mind”.

The PRM operation is manned with employees - trained according the recommendations of ECAC Doc 30 - with a natural aptitude and interest in caring for passengers, helping and assisting all kinds of PRMs. Also, our staff are capable of providing basic life support (first aid) including use of defibrillator.

We operate a dedicated “PRM lounge” in the departure area, next to our Control & Dispatch Centre, for PRM passengers in transit or PRM passengers arriving ahead of schedule. We utilize modern state of the art equipment to ensure safe and efficient operation – both for passengers, airlines and employees.

CPH Airport was certified according to ISO 9001 in 2011 and in 2013 it was classified as “Home of excellent access services” by “Reduced Mobility Rights”.

Falck interacts with different stakeholders at the airport – police, customs, AOC, handling companies, disable travellers' organizations – to ensure satisfied customers.

We provide assistance to more than 10,000 PRM passengers per month, more than 120,000 per year. CPH Airport has a good infrastructure, which supports the independence of the PRM passengers.
The Danish Civil Aviation Authority (CAA) perform regular audits of the PRM assistance service at CPH Airport on a yearly basis. In 2016 the audit was done based on the quality matrix from The European Civil Aviation Conference (ECAC). The conclusion of the Danish CAA is that CPH Airport is absolutely the best practice airport in the country with respect to PRM accessibility and PRM assistance.


DK-1780 Copenhagen V
Tel.: +45 70 33 33 11

Fax.: +45 33 15 29 57

CBR: 16271241​

Data protection​