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Split Airport (SPU) – Good physical accessibility, poor disability assistance
We have just returned from a family holiday in Croatia. My daughter is a full-time manual wheelchair user and is also autistic. We travelled through Split Airport using pre-booked WCHC assistance.
Physical accessibility ⭐⭐⭐⭐☆
Physically, Split Airport is actually quite accessible.
The terminal is bright, modern and clean with wide, open spaces that are easy to navigate in a manual wheelchair. The airport is laid out in a simple L-shape, so it’s generally easy to find your way around.
There are clearly marked assistance lanes at check-in, security and passport control, which helped speed up each stage of the journey.
Security was one of the easiest we’ve experienced. The airport has the newer CT scanners, so there was no need to remove liquids or electronics from bags. It was also the first airport we’ve travelled through where staff did not swab my daughter’s wheelchair for explosives, making the process quicker and less intrusive.
There is one spacious accessible toilet in the main departures waiting area with good grab rails and a suitable sink. However, it is not a Changing Places toilet.
One thing to be aware of is that there are only two small cafés once airside. Around lunchtime they became extremely busy with long queues. If you have dietary requirements, children or simply don’t enjoy queuing, I’d recommend bringing your own lunch.
The airport also has one unexpected advantage for autistic travellers: you don’t have to walk directly through a duty-free maze after security. Avoiding the strong perfume smells was appreciated.
I didn’t see a sensory room or any designated quiet space.
Boarding and aircraft access ⭐⭐⭐☆☆
There are no air bridges, so wheelchair users should expect to use an ambulift for every flight.
Many aircraft park some distance from the terminal, meaning other passengers either walk across the apron or take a shuttle bus.
Inside the terminal it is easy to manoeuvre a wheelchair, although the seating areas are tightly arranged. If you’re travelling with family, you’ll probably need an end row to park a wheelchair comfortably without blocking access.
When we checked in, staff only asked for the weight of the wheelchair rather than its dimensions. They asked us to fold it as compactly as possible before loading.
On arrival into Split we received assistance through passport control before being left at baggage reclaim. The staff offered to stay with us, but as we were travelling as a family we didn’t require any further help. We found getting an Uber straightforward, although accessible transfers can also be booked in advance.
Disability assistance ⭐☆☆☆☆
Unfortunately, despite the airport’s good physical accessibility, the actual assistance we received was extremely disappointing.
Before travelling I confirmed my daughter’s WCHC assistance requirements by email and received confirmation. I also confirmed everything again at check-in.
Before boarding I checked yet again that the ambulift had been arranged and was told exactly where to wait. We followed every instruction we were given.
When the assistance staff eventually arrived, the lead member of staff immediately accused us of waiting in the wrong place. I calmly explained that we had remained exactly where airport staff had instructed us to wait throughout.
Instead of trying to resolve the misunderstanding, he repeatedly called me a liar. This happened multiple times, in front of other passengers. When I asked for his name so I could identify him later, he deliberately concealed his identification badge. Even after my husband confirmed that we had followed every instruction given, the accusations continued.
The interaction was humiliating and deeply upsetting.
Sadly, this wasn’t an isolated issue. On our arrival into Croatia there was also confusion over the assistance we had booked. Cabin crew questioned whether assistance had even been requested, despite us having confirmation that it had.
My daughter can only walk a few steps and cannot walk the full length of an aircraft cabin, yet we had to explain this before an onboard aisle wheelchair was arranged.
Even more concerning, her own wheelchair was not returned to us at the aircraft. Instead, it was placed on the baggage carousel where we watched it travel around the conveyor system, hitting corners and barriers before we could retrieve it. Fortunately the damage was only minor.
A wheelchair is not luggage. It is an essential mobility aid and should be treated with the same care as any vital medical equipment.
Overall
If I were rating the building itself, I would happily give Split Airport 4 out of 5 stars. It is modern, easy to navigate and generally accessible.
Unfortunately, accessibility is about much more than ramps and lifts.
The attitude, communication and understanding shown by some of the assistance staff fell far below what disabled passengers should expect. My daughter was left feeling that requesting the assistance she had booked in advance was an inconvenience rather than a basic right.
I sincerely hope Split Airport invests in better disability awareness training, clearer communication between teams and more respectful handling of passengers’ mobility equipment.
Until then, I would advise other wheelchair users to carry copies of all assistance confirmations, allow plenty of extra time and be prepared to advocate for the assistance you have already arranged.
We have just returned from a family holiday in Croatia. My daughter is a full-time manual wheelchair user and is also autistic. We travelled through Split Airport using pre-booked WCHC assistance.
Physical accessibility ⭐⭐⭐⭐☆
Physically, Split Airport is actually quite accessible.
The terminal is bright, modern and clean with wide, open spaces that are easy to navigate in a manual wheelchair. The airport is laid out in a simple L-shape, so it’s generally easy to find your way around.
There are clearly marked assistance lanes at check-in, security and passport control, which helped speed up each stage of the journey.
Security was one of the easiest we’ve experienced. The airport has the newer CT scanners, so there was no need to remove liquids or electronics from bags. It was also the first airport we’ve travelled through where staff did not swab my daughter’s wheelchair for explosives, making the process quicker and less intrusive.
There is one spacious accessible toilet in the main departures waiting area with good grab rails and a suitable sink. However, it is not a Changing Places toilet.
One thing to be aware of is that there are only two small cafés once airside. Around lunchtime they became extremely busy with long queues. If you have dietary requirements, children or simply don’t enjoy queuing, I’d recommend bringing your own lunch.
The airport also has one unexpected advantage for autistic travellers: you don’t have to walk directly through a duty-free maze after security. Avoiding the strong perfume smells was appreciated.
I didn’t see a sensory room or any designated quiet space.
Boarding and aircraft access ⭐⭐⭐☆☆
There are no air bridges, so wheelchair users should expect to use an ambulift for every flight.
Many aircraft park some distance from the terminal, meaning other passengers either walk across the apron or take a shuttle bus.
Inside the terminal it is easy to manoeuvre a wheelchair, although the seating areas are tightly arranged. If you’re travelling with family, you’ll probably need an end row to park a wheelchair comfortably without blocking access.
When we checked in, staff only asked for the weight of the wheelchair rather than its dimensions. They asked us to fold it as compactly as possible before loading.
On arrival into Split we received assistance through passport control before being left at baggage reclaim. The staff offered to stay with us, but as we were travelling as a family we didn’t require any further help. We found getting an Uber straightforward, although accessible transfers can also be booked in advance.
Disability assistance ⭐☆☆☆☆
Unfortunately, despite the airport’s good physical accessibility, the actual assistance we received was extremely disappointing.
Before travelling I confirmed my daughter’s WCHC assistance requirements by email and received confirmation. I also confirmed everything again at check-in.
Before boarding I checked yet again that the ambulift had been arranged and was told exactly where to wait. We followed every instruction we were given.
When the assistance staff eventually arrived, the lead member of staff immediately accused us of waiting in the wrong place. I calmly explained that we had remained exactly where airport staff had instructed us to wait throughout.
Instead of trying to resolve the misunderstanding, he repeatedly called me a liar. This happened multiple times, in front of other passengers. When I asked for his name so I could identify him later, he deliberately concealed his identification badge. Even after my husband confirmed that we had followed every instruction given, the accusations continued.
The interaction was humiliating and deeply upsetting.
Sadly, this wasn’t an isolated issue. On our arrival into Croatia there was also confusion over the assistance we had booked. Cabin crew questioned whether assistance had even been requested, despite us having confirmation that it had.
My daughter can only walk a few steps and cannot walk the full length of an aircraft cabin, yet we had to explain this before an onboard aisle wheelchair was arranged.
Even more concerning, her own wheelchair was not returned to us at the aircraft. Instead, it was placed on the baggage carousel where we watched it travel around the conveyor system, hitting corners and barriers before we could retrieve it. Fortunately the damage was only minor.
A wheelchair is not luggage. It is an essential mobility aid and should be treated with the same care as any vital medical equipment.
Overall
If I were rating the building itself, I would happily give Split Airport 4 out of 5 stars. It is modern, easy to navigate and generally accessible.
Unfortunately, accessibility is about much more than ramps and lifts.
The attitude, communication and understanding shown by some of the assistance staff fell far below what disabled passengers should expect. My daughter was left feeling that requesting the assistance she had booked in advance was an inconvenience rather than a basic right.
I sincerely hope Split Airport invests in better disability awareness training, clearer communication between teams and more respectful handling of passengers’ mobility equipment.
Until then, I would advise other wheelchair users to carry copies of all assistance confirmations, allow plenty of extra time and be prepared to advocate for the assistance you have already arranged.
For additional detailed accessibility information, please contact: informacije@split-airport.hr
