PRM Assistance Service at Palma Airport Under Pressure: What Travellers Should Know

Friday, January 9th, 2026

An Essential Service for Many Travellers

The assistance service for passengers with reduced mobility (PRM) is one of the most important facilities at an international airport such as Palma de Mallorca. Every day, elderly travellers, passengers with disabilities or those with temporary mobility limitations rely on support when boarding and disembarking aircraft, collecting luggage or navigating the terminal.

However, this vital service has been under significant strain at Palma Airport for some time, with noticeable consequences for both passengers and staff.

Chronic Staff Shortages – a Long-Standing Issue

As early as spring 2025, employees working in the PRM service raised serious concerns. At the time, they described an “untenable” working environment marked by insufficient staffing levels, outdated and sometimes damaged equipment such as wheelchairs, and unclear shift planning. Even then, passengers requiring assistance were already facing excessively long waiting times.

These warnings were largely followed by little in the way of structural improvement. On the contrary, the situation continued to deteriorate throughout 2025.

January 2026: Pressure Reaches a Critical Point

According to recent reports, the PRM assistance service at Palma Airport has now reached a critical stage. Rising passenger numbers are met with reduced staffing levels and inadequate resources.

The situation is particularly difficult in the arrivals area, where, at times, a single staff member is required to assist several passengers at once and waiting times of an hour or more are not uncommon. On some days, dozens of delays have been recorded.

This difficult situation recently escalated into a physical assault on a staff member by an overwhelmed passenger, highlighting the level of stress and frustration that has built up on all sides.

Who is Responsible?

The PRM service at Palma Airport is operated by the external contractor Adelte. Employees argue that responsibility is being passed back and forth between the service provider and airport operator Aena, rather than meaningful, long-term solutions being put in place.

From the staff’s perspective, the main shortcomings include:

• A lack of adequately trained personnel
• Insufficient and outdated equipment
• Unstable employment contracts and unclear shift scheduling

In addition, many affected passengers, often older travellers, choose not to submit formal complaints due to fatigue or uncertainty. As a result, the full extent of the problems often remains hidden from public view.

What Does this Mean for Travellers using Palma Airport?

Passengers who require assistance should currently expect significantly longer waiting times, particularly on arrival and during peak travel periods. Companions are also advised to allow extra time and remain patient.

Travellers are encouraged to:

• Request assistance well in advance through their airline
• Allow additional time at the airport
• Submit official feedback if problems occur, so issues are formally recorded

Outlook: A Service in Need of Stability

Assistance for passengers with reduced mobility is not an optional extra, but a core element of an accessible airport. Developments over recent months underline the urgent need for structural solutions to protect staff and ensure the safety and dignity of travellers.

The contract of the current PRM service provider, Adelte, is due to expire later this year, which may lead to changes in how the service is organised in the future. Whether and when the situation at Palma Airport will improve in a lasting way remains to be seen.

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