Lanzarote Airport Investigates PRM Assistance Failure

A wheelchair user was left behind at César Manrique-Lanzarote Airport (ACE) on May 12, 2026, after being forgotten by special assistance staff. The passenger, who had pre-booked assistance, was waiting at the designated meeting point for Passengers with Reduced Mobility (PRM) to be escorted to their Ryanair flight bound for the United Kingdom. The assistance did not arrive, and the aircraft departed without the passenger, who was forced to remain in Lanzarote overnight and purchase a new ticket.

PRM Services and Regulatory Oversight

Under EU Regulation 1107/2006, airport operators are legally responsible for providing free, seamless assistance to disabled persons and those with reduced mobility. At Lanzarote, these services are provided by the subcontractor Mitie on behalf of the airport operator, Aena (Aeropuertos Españoles y Navegación Aérea). The incident highlights the ongoing challenges in managing ground handling services as demand for accessibility assistance continues to rise across the Spanish airport network.

Systemic Staffing and Workload Challenges

Witnesses familiar with airport operations suggest that the service failure may be linked to the high volume of requests handled by staff. With 2.68 million PRM passengers accommodated across the Aena network in 2025, subcontractors are increasingly reporting heavy workloads and staffing shortages. Local ground handling workers and labor unions argue that service failures are driven by systemic understaffing and overwhelming demand rather than individual staff negligence. This incident follows a similar event in March 2025, when two elderly passengers were left behind while attempting to board an easyJet flight to Liverpool.

Stakeholder Impact and Contractual Scrutiny

For Mitie, which was awarded a €29.4 million contract for Canary Islands airports in November 2023, the incident carries significant reputational risk. The timing is particularly sensitive, as Aena launched a €404.3 million tender in March 2026 to upgrade PRM services across 20 airports. Aena has confirmed that airport management is investigating the May 12 incident and stated it will take necessary action in line with service standards and contract requirements. While Ryanair experienced operational friction and passenger dissatisfaction, the legal liability for these services remains with the airport operator under European law.

The Path to Service Improvement

This development indicates a critical inflection point for Aena as it navigates a major procurement cycle for accessibility services. Historically, similar incidents at Lanzarote have placed pressure on the operator to enforce stricter service level agreements. The current investigation is expected to influence the evaluation criteria for the upcoming tender, which aims to modernize assistance delivery. As Aena moves toward the award of new PRM assistance contracts in late 2026, the focus remains on whether the new service model can adequately address the staffing gaps currently plaguing the sector. For passengers, the hope is that these regulatory and contractual interventions will lead to more reliable, consistent, and dignified transit experiences across the Spanish airport network.