PRM Assistance at Palma Airport Under Strain, Delays Reported

The passenger assistance service for travellers with reduced mobility (PRM) at Palma de Mallorca Airport is facing significant pressure, with reports of long delays and service challenges as demand increases and staffing remains limited.

PRM assistance is a core service at international airports, helping passengers with disabilities, temporary mobility limitations, and elderly travellers navigate terminals, board aircraft and collect luggage. At Palma Airport, this service has reportedly been under strain for months due to chronic staff shortages, ageing or insufficient equipment, and unclear shift scheduling.

According to recent reports, the situation reached a critical point in January 2026, with arrivals areas particularly affected. At times, a single staff member has been responsible for assisting multiple passengers simultaneously, resulting in waiting times that can exceed an hour during busy periods. Incidents of dozens of delays in a single day have been recorded, and stress among both passengers and staff has increased. One episode even escalated to a physical assault on a staff member by an overwhelmed traveller.

The PRM assistance service at Palma Airport is operated by external contractor Adelte, but employees have reportedly pointed to unclear responsibilities between the contractor and airport operator Aena, hindering long-term improvements.

For travellers who need special assistance, the current situation means they should anticipate longer waiting times, especially upon arrival or during peak travel periods. It is recommended that passengers requesting PRM support:

• Arrange assistance with their airline well in advance.

• Allow additional time at the airport for check-in and movement through the terminal.

• Submit formal feedback if issues occur, helping ensure problems are officially recorded.

The contract with the current service provider is due to expire later in 2026, potentially opening the door for changes in how PRM assistance is delivered at the airport. However, it remains uncertain when and how long-term improvements might be implemented to stabilise the service for passengers and staff alike.