Reduced Mobility and Accessibility at Zagreb Airport (ZAG)

Last updated: May 24, 2026. PRM workflow, the EU 1107/2006 48-hour rule, and accessible facilities cross-checked against the official Zagreb Airport site. Sunflower Lanyard treated as widely-recognised at EU airports rather than confirmed ZAG-official; ask at a Help Point for formal acknowledgement.

How to request PRM assistance at Zagreb Airport

PRM assistance is a passenger right under EU law, not a courtesy. The airport delivers it free of charge under EU Regulation 1107/2006. The booking, however, goes through your airline.

Book through your airline, not the airport

The airline is the entry point. Request PRM assistance when you buy the ticket (every legacy carrier and most low-cost carriers have a Special Assistance section in the booking flow), or contact the airline by phone or via its accessibility form once the ticket is bought. Be specific about what you need (wheelchair to the gate, escort through security, an aisle chair for boarding) and use the IATA assistance codes if you know them; the airline relays the request to ZAG ahead of your flight. The full carrier list with airline-specific phone numbers and websites lives on our airlines flying from Zagreb page.

The 48-hour rule under EU Regulation 1107/2006

EU Regulation 1107/2006 sets the framework for air passenger PRM assistance across the EU and EEA. Two practical numbers matter for travellers. 48 hours is the minimum notice the airline needs to guarantee assistance to the airport's published standard. Booking earlier is fine; booking later is possible but not guaranteed. Croatia has applied EU 1107/2006 since EU accession and continues to follow it within the Schengen Area; ZAG's assistance service is the practical delivery of that regulation. For the wider EU 1107 framework alongside EU 261 on delays, see our passenger rights including EU 1107 page.

If you forgot to book in advance

If you arrive without a pre-notified PRM booking, ZAG will still do its best to help on the day. Press the button at the PRM totem on Level 2 or use a Help Point in the terminal; staff will respond and arrange assistance as soon as resources allow. The trade-off is real: pre-notified passengers go first, meeting time slots are not guaranteed, and at the morning bank the wait can stretch. Treat last-minute booking as a fallback, not a plan.

PRM categories and what each covers

The airline asks for an IATA PRM assistance code when you book. You do not have to provide a medical diagnosis, just identify the level of help you need.

WCHR, WCHS, WCHC (mobility levels)

The wheelchair codes describe how far you can walk without help, not how serious a condition is. WCHR (Wheelchair-Ramp) is for passengers who can walk short distances and manage stairs but need a wheelchair for the long terminal walks. WCHS (Wheelchair-Steps) is for passengers who can walk short distances on level ground but cannot manage stairs; staff handle the wheelchair through the terminal and provide a boarding solution at the aircraft. WCHC (Wheelchair-Cabin) is for passengers who cannot walk at all and need an aisle chair to reach their cabin seat; staff handle the full chain from kerb to seat and back.

BLND and DEAF

BLND is the code for blind or seriously sight-impaired passengers; staff escort you through the terminal and brief you on the layout at each step. DEAF is the code for deaf or seriously hearing-impaired passengers; staff communicate visually and at boarding gate calls. Both codes are about communication and navigation rather than physical mobility, and either can be combined with WCHR / WCHS / WCHC if you also use a wheelchair.

DEAF/BLND

DEAF/BLND is the combined code for deafblind passengers, who travel with a personal assistant in almost all cases. ZAG staff coordinate the handover at the terminal entrance and stay with both you and your assistant through the chain to the gate.

DPNA (intellectual or developmental disability)

DPNA (Disabled Passenger Needing Assistance) is the code for passengers with an intellectual or developmental disability who need help with the cognitive load of navigating the airport rather than with physical mobility. The airline books this exactly like a wheelchair code; ZAG staff give time, patience, and clear step-by-step guidance through the journey. A companion or carer is welcome on the same assistance route.

Hidden disabilities and the Sunflower Lanyard

The Hidden Disabilities Sunflower Lanyard is widely recognised at EU airports as a discreet signal that the wearer may need more time, more patience, or a clearer explanation of what is happening. ZAG staff are generally familiar with the scheme. Wearing the lanyard does not by itself trigger booked PRM assistance; for that, the standard 48-hour booking via your airline still applies. If you want the lanyard formally acknowledged when you arrive, ask at a Help Point and explain your needs. Hidden disabilities cover a wide range (autism, ADHD, chronic pain, cardiac, respiratory, anxiety-related conditions, dementia and many others); none requires you to disclose a diagnosis at the airport.

At the airport: where to go

The physical PRM service at ZAG is centred on a designated waiting area, with Help Points around the building as the backup contact path.

The PRM waiting area on Level 2 Departures

The PRM waiting area is on the 2nd floor of the passenger terminal, on the Departures side, near the main entrance. It is signposted from the kerb-side drop-off and the Kiss & Fly road. The entrance carries a communication totem with a button: press the button and a staff member from the assistance team responds. The area is accessible, with seating and clear sight lines to the rest of the departures concourse. For the building layout overall, see our terminal map and Level 2 page.

Help Points throughout the terminal

Help Points are placed around the terminal building, landside and airside, with a clear signage standard and a direct line to the assistance team. Press the button or speak to staff at any Help Point and they will either bring assistance to you or direct you to the PRM area. The Help Points cover travellers who land without a pre-booked PRM record, travellers whose situation changes mid-journey, and meeting parties who need to coordinate with an arriving PRM passenger.

How to start your assistance when you arrive

For a departing passenger with a pre-booked PRM record: arrive at the airport on the airline's recommended schedule (120 minutes international, 90 domestic), go to the PRM area, press the totem button, and a staff member meets you and confirms the booked assistance. For an arriving passenger, the assistance starts at the aircraft door: staff meet you off the plane and stay with you through passport control, baggage claim, customs and out to the agreed onward transport point. If you are meeting a PRM passenger off an inbound flight, check the live arrivals board before you set off, and use any Help Point in the public arrivals hall to coordinate.

What the assistance includes

The service covers the full passenger journey at the airport, from kerb to aircraft seat on the way out, and from aircraft seat to onward transport on the way in. There is no extra fee.

From terminal entrance to aircraft seat

If you booked WCHR or higher, staff meet you at the agreed point (the PRM area, a Help Point, or a kerb-side drop-off arranged with the airline). They take you, your hand baggage and any mobility aid through the journey: check-in counter or bag drop, security with a parallel screening lane where staffing allows, passport control where required, the walk or wheelchair ride to the gate, and a hand-over to the boarding team. For onward ground transport considerations, see airport-transfers from ZAG.

Help with check-in and security

At check-in, staff handle the bag drop with you, confirm the airline's PRM record, and ensure any mobility aid is tagged correctly for hold transport. At security, the assistance route uses an adjacent lane that fits a wheelchair; you go through with the same screening rules as other passengers but with extra time and staff support. If you wear a medical device that should not go through a body scanner (some implanted devices, certain pumps), inform the staff and the security team before screening starts. For airline check-in deadlines you still need to meet, see check-in cut-off times.

Boarding and disembarking

Boarding for PRM passengers happens before general boarding to allow a calm transit to the seat. Staff bring an aisle chair where the wheelchair code requires one (WCHS or WCHC), and the airline's cabin crew assist with the final transfer to the cabin seat. On arrival, the chain reverses: cabin crew complete the seat-to-aisle-chair transfer, ZAG staff handle the aircraft-to-terminal transit and stay with you to the agreed end point. Mobility aids taken at the gate are returned at the gate; aids checked into the hold come out at the oversized baggage carrousel.

Travelling with your own mobility aid

Most mobility aids travel free of charge under EU rules, separate from your normal baggage allowance. The carrier handling differs by aid type and battery profile, so declare what you have to the airline when you book PRM assistance. See our luggage rules for mobility aids page for the wider baggage context.

Manual wheelchairs

Manual wheelchairs travel free of charge as a mobility aid in addition to your normal baggage allowance. Most travellers keep the chair with them through the terminal and hand it over at the gate, where it travels in the hold and is returned at the gate or oversized carrousel on arrival. Foldable chairs sometimes fit in the cabin if there is space; the airline confirms case by case.

Electric wheelchairs and scooters (batteries)

Electric wheelchairs and mobility scooters travel free as mobility aids but must be declared to the airline at least 48 hours in advance because of the battery rules. The standard IATA Dangerous Goods limits apply: non-spillable wet-cell, gel and dry-cell batteries are accepted under specific conditions; lithium-ion batteries typically up to 300 Wh per battery are allowed, with one spare up to 300 Wh in cabin baggage where the chair design permits. Multi-battery setups have stricter rules and may need airline approval. Bring the battery manufacturer's documentation showing the Wh rating; airlines can refuse acceptance without it. Always confirm the exact terms with your specific airline before you fly.

Walking aids and crutches

Walking aids, crutches, walkers and folding canes travel with you through security and into the cabin where their size allows. The standard EU security screening rules apply (the aid goes through the X-ray belt where possible, or a hand-search where not). Folding aids fit in most cabin overhead lockers; rigid walkers are usually checked at the gate and returned at the gate on arrival.

Medical equipment and prescriptions

Medical equipment (CPAP machines, nebulisers, insulin pumps, oxygen concentrators) travels with you in the cabin and is not counted in your normal cabin baggage allowance under most airlines' rules. Declare oxygen concentrators in advance because they need airline approval and battery checks. Carry prescriptions and a doctor's letter for any liquid medications, syringes, or controlled substances; this expedites the security and customs checks rather than legally requiring it. Liquid medications above the standard 100 ml limit are exempt from the EU liquids rule when declared at security; see our luggage rules page for the full position.

Accessible facilities at Zagreb Airport

The 2017 terminal was built to current EU accessibility standards. The facilities listed below are part of the building, not part of a separate PRM service.

Accessible toilets and Changing Places

Accessible toilets are available throughout the terminal, both landside and airside, signposted from the main restroom blocks. They include grab rails, accessible basins, and emergency call systems. For the highest-need PRM travellers who require an adult-sized changing bench and a hoist, ask at a Help Point on arrival; staff can confirm current facility availability and direct you to the closest suitable option.

Lifts and step-free routes

Lifts connect all terminal levels, including the kerb-side drop-off, the public concourse, and the airside gates. Step-free routes are mapped between every passenger area and signposted in plain symbols. The PRM area on Level 2 sits beside a lift block so you do not need to cross the building to reach assistance.

Accessible parking

Accessible parking spaces are reserved in the Public Car Park directly in front of the terminal, closest to the entrance to reduce walking distance. Display your valid disabled-parking badge (EU blue badge or equivalent national badge) on the dashboard. For rates and a wider parking map, see accessible parking near the terminal.

Induction loops and visual announcements

Induction loops are fitted at key staffed counters (Information Desk, check-in area where airlines support it, the PRM desk). Visual flight announcements run alongside the audio calls on the gate boards and the main concourse screens, so deaf and hearing-impaired travellers can follow boarding times and gate changes without relying on PA announcements. The Primeclass lounge accessibility page covers the airside lounge's own accessibility provisions for travellers with lounge access.

Travelling with a carer or companion

A carer or companion accompanies a PRM passenger on the same assistance route at no extra airport charge.

When the airline waives a companion fare

Croatia does not mandate a free companion fare under domestic law. Some airlines waive the fare for a medically required carer where a doctor has certified that the PRM passenger cannot fly unaccompanied; the waiver is the airline's policy and varies by carrier. Other airlines offer a reduced fare or a courtesy seat assignment beside the PRM passenger without a fare reduction. Ask the airline at booking time and ask for the policy in writing; it is easier to confirm before purchase than to claim after.

The PRM lane and your companion

Once at the airport, a companion travelling with the PRM passenger uses the same assistance route: same meeting point, same parallel security lane where available, same pre-boarding window, same disembarkation assistance. The companion does not need a separate PRM booking. If two people in the same booking both need PRM assistance, both records should be filed with the airline 48 hours in advance so the airport allocates the right staffing.

Frequently asked questions