GENOA AIRPORT

SERVICE CHARTER 2019 Passenger Guide CONTENTS

Genoa Airport and Quality 3 The commitment of C. Colombo airport to Quality 3 About Aeroporto di Genova S.p.A. 4 Key principles 5 Our commitment to the environment 6

Service Charter 8 Quality indicators 8

Guida dei Servizi 16 Transport to airport 17 Car parks 25 Flight and tourist information 24 The air terminal 26 Airport services 29 Services for passengers with reduced mobility 31 Useful numbers 36

Passenger Survey 37 Suggestions and complaints 38 Genoa Airport The commitment to Quality >3 and Quality The commitment of C. Colombo airport to Quality

Dear User, periods, and analyses the information gathered from company internal statistics, Aeroporto di Genova S.p.A. is committed to contacts with customers and any offering to its passengers efficient services complaints received. This information show and a comfortable and functional the results obtained in the year to date. infrastructure every day. Its objective is to The Service Guide, attached to this Service improve the services offered to users, both Charter, contains key practical information directly and indirectly, thus ensuring high on the airport and the location of the standard for security, quality, and services available at the Terminal. The Guide environmental respect at any time. will help you find your way when travelling. The purpose of this publication is to define At the end of this brochure you will find a the commitments and the standards for the card that can be used to send us your services offered, improve the relationship suggestions or make a complaint. You can with our suppliers and users; the 2019 contact us also via email at Service Charter demonstrates our uffi[email protected], writing a commitment. message through a dedicated form on our The following pages contain the minimum site www.aeroportodigenova.it, through quality standards of the services provided our official Facebook page “Aeroporto di and the level of customer satisfaction that Genova” or on our Twitter account were collected by an external company @genovaeroporto. specialised in quality process management. This company interviews over 1,200 Paolo Cesare Odone passengers every year, in four different President of Aeroporto di Genova S.p.A. 4> The commitment to Quality About Aeroporto Key principles The commitment to Quality 5> di Genova S.p.A. Aeroporto di Genova S.p.A. provides its services It is the managing Company which has as its in 2018 and the presence of low-cost in conformity with some key principles. objective the administration and companies has increased at the hub. From management of airport facilities as well as an infrastructure viewpoint, while waiting for Equality and impartiality Engagement the coordination and control of the activities the start of terminal extension works, The airport Operator guarantees full Aeroporto di Genova S.p.A. guarantees the of the private operators present in the important works were completed in 2018 to accessibility to airport infrastructures and engagement of users through consultation airport system of C. Colombo Airport, under upgrade retail areas, internal handling and services to all passengers, irrespective of initiatives, carried out by independent and constant supervision of the Ente Nazionale toilets for greater terminal comfort by their nationality, sex, religion, origin, or specialised organisations, in order to per l’Aviazione Civile (ENAC, Italian Civil extending service quality. This has improved language. At the same time, it ensures the measure the level of customer satisfaction Aviation Authority). the quality of services, whereas the capability use of service also by passengers requiring in accordance with objective criteria. specific forms of assistance (the disabled, The Company was granted the EASA of aeronautical facilities is deemed to be elderly, children). Im pro vement certification on 22-12-2017: C. Colombo appropriate to incorporate the development Aeroporto di Genova S.p.A. defines its Airport has been included in the «Core planned for the coming years. Continuity development policies, the design, Network» of European airports and is The Company’s mission may be Aeroporto di Genova S.p.A. guarantees the production and offering of services with a considered the end stop of the Rhine-Alpine summarised into four objectives: continuity of the services for which it is view to continuous improvement in Corridor. > Design, creation, management and responsible. The Company undertakes to response to the needs of its users and the In 2018 it showed the highest growth rate, development of airport infrastructures define the scope of the minimum services evolutions. up to 16.5%, of all Italian airports in terms of > Provision of ground handling services provided in the event of a strike or other passengers. > Promotion and development of aviation acts of God and to give prompt notice It is located about 6 km from the city centre and non-aviation businesses through all media available to it. with a catchment area of about 3.2 million > Provision of security and safety services inhabitants within 60 minutes of driving time, in a territorial context with a large The shareholder base of Aeroporto di number of specialised companies from the Genova S.p.A. is divided into Autorità di private tertiary sector associated to Sistema Portuale (port system authority) of Accessible website: Website special assistance area: Inside the terminal you will find A free wi-fi connection of 3 hours www.aeroportodigenova.it/en TO FLY / USEFUL INFORMATION / b rochures and in formation about is available in the terminal: manufacturing and tourism. Per-capita western Ligure Sea (60%), the Chamber of SPECIAL ASSISTANCE pass enge rs’ rights. The material at search for “Airport Free Wi-fi” income is €18,900. Commerce of Genoa (25%), and Aeroporti disposal of all passengers. Our staff is and sign-in. available for any info and to provide C. Colombo Airport featured 34 destinations di Roma S.p.A. (15%). assistance to travelers.

6> The commitment to Quality Our commitment to the environment

Respecting the environment is a priority for The IT monitoring system for electricity Aeroporto di Genova S.p.A.. To this extent consumption was completed in 2018. in 2018 our Company continued the It is equipped with a new graphic and activities that had already been identified analytical interface, which is the key, in previous years and included in the priority tool to curb energy flows into all Environment Plan safeguarding the airport users. territory. The challenge of separate collection Consuming less to reduce Other actions included organising waste environmental impact collection, which also in 2018 achieved Our internal professional skills have helped important results in terms of separation of us complete the first step towards recyclables (about 35%). reducing consumption, by switching to LED technology in lighting towers and A quieter and non-polluting airport both inside and outside air terminal areas, During 2018 the Airport Commission met resulting in significant figures as per Articles 5 and 6 of D.M. (Ministerial Consistently with the 2018 programme for Decree) 31.10.97 and decided to update the reduction of energy and environmental the airport acoustic zoning. The upgrade impact, major changes have been will be completed in the first months of successfully implemented in the main 2019. The constant periodic measurements refrigerating plant with the installation of - as carried out in 2018 - confirm the new, high performance, environmentally positive data in relation to perceptive noise friendly machines. Refrigerated water indicators, including in the immediate generation accounts for about 40% of vicinity of the runway. electricity consumption at the airport.

SERVICE CHARTER

Quality indicators 8 Conversion to LED Travel safety 646 Lamps inside air terminal 9 65 Street lamps Service regularity and punctuality 9 95 Shelter lights Cleanliness and hygiene 10 645 Office lighting fixtures Comfort of stay at airport 10 Additional services 11 The Company carries on its activity in full compliance with the 2002 Decreto di Information to customers 12 Compatibilità Ambientale (decree of Counter/gate services 12 environmental compatibility) and the Autorizzazione Unica Ambientale (single - water, Modal integration 13 atmosphere, and noise - environmental Services for passenger with reduced mobility 14 authorisation), which was granted to it in 2015 and has superseded any previous relevant authorisations. 8> Service Charter Quality indicators Quality indicators Service Charter >9

The tables below contain the quality and The tables show: Travel safety quantity parameters required in the Service • The first section shows the indicators The passengers’ perception of travel safety still ranks as fully satisfactory for the passenger Charter of the Airport Operator, in identifying the level of passenger with a 100% performance. accordance with the ENAC – GEN 06 satisfaction or the level of the service methodology. provided; The Service Charter features 34 indicators • The second section presents the Travel safety that are grouped into 10 “quality factors”, measurement unit. Indicator Measurement unit 2018 result 2019 target together with 16 indicators dedicated to the • The third section contains the result for Overall perception of the security passengers with reduced mobility. In 2018; control service of people and hand % satisfied passengers 100% 95% general, satisfaction for Aeroporto di • The fourth section presents the target for baggage Genova services is positive with an overall 2019. Overall perception of personal and ranking of “excellent” (over 95%). % satisfied passengers 99% 95% property security at the airport The results achieved in 2018 are set against Sample survey of 1,200 respondents a “record” year in terms of traffic Customer satisfaction is measured through Service regularity and punctuality space and weight issues of some flights, is development for C. Colombo airport, and to personal, “face to face”, sample interviews Regularity and punctuality of airport positive benefitting from all of the airport some extent this has influenced the as against a scale of 5 degrees of services are impacted by the type of the operators. quantity and quality performances. appreciation: excellent, good, average, increase of traffic from the most congested Time of return of first and last item of The satisfaction for airport cleanliness and poor, and unsatisfactory. hubs and by the facility congestion, both baggage is impacted by the peak of toilet cleanliness/function on average show Objective data, check-in waiting time, at terminal and apron level, for the works summer season movements in spite of more than 95% of appreciation, with both security controls, passport control, waiting carried out in the terminal and in corrective and monitoring actions of the assessed items mostly affecting passenger’s time on board for first passenger movement areas to improve comfort and process implemented by the Operator in experience. disembarkation, time for PRMs at departure security for passengers. Baggage sorting cooperation with the service provider. With regard to quantity performances, and arrival are gathered from specific performance, which is affected by the check-in waiting time and security control measurements by using company’s tablets time has improved as against last year. On and databases as required by the Quality Service regularity and punctuality the other hand, the waiting time for the first System used by Aeroporto di Genova S.p.A. and last baggage has slightly risen, also as a Indicator Unità misura 2018 result 2019 target result of increased traffic and traffic type. % of flights on time/ Overall flight punctuality 80,60% 84,4% Total departing flights Total baggage mislaid at departure No. items of baggage (baggage not boarded) for which the mislaid/1,000 departing 0,47‰ 0,75‰ hub is responsible passengers Time for reclaim of the 1st item of luggage Waiting time in minutes 16’060’’ 15’30’ from the block-on of the aircraft calculated in 90% of cases

Time for return of the last item of baggage Waiting time in minutes 20’47’’ 18’50’’ from the block-on of the aircraft calculated in 90% of cases

Waiting time on board for the Waiting time in minutes from 04’24’’ 04’40’’ disembarkation of the first passenger B.O. in 90% of cases Overall perception of the regularity and punctuality of services received in the % satisfied passengers 98% 95% airport 10 > Service Charter Quality indicators Quality indicators Service Charter >11

Cleanliness and hygiene out ordinary maintenance operations for Additional services need for passengers and this is the reason The satisfaction for terminal and toilet the services and started extraordinary toilet In spite of the slight improvement over why stations have been implemented at cleanliness confirms positive results also for refurbishment works in 2018. 2017, satisfaction for air terminal Wi-Fi, a retail stores. 2018. Aeroporto di Genova S.p.A. carried “must-have” and appreciated service for In 2018 the coffee bars at C. Colombo passengers, has been affected by airport were subject to renovation works, passengers’ difficulties with the registration that in part adversely affected passenger Cleanliness and hygiene process. At the end of 2018 the Operator satisfaction. In 2018, a new restaurant with simplified the registration procedure, a Michelin-starred chef was opened in the Indicator Measurement unit 2018 result 2019 target including by increasing network coverage departures area, land side and the number Perception of the level of cleanliness and power. of drink and snack vending machines % satisfied passengers 92% 89% and function of the toilets The mobile phone/laptop recharging available to customers was increased. service is increasingly becoming a central Perception of the level of cleanliness of % satisfied passengers 99% 93% air terminal

Additional services Comfort of stay at airport baggage claim area. A route was also Indicator Measurement unit 2018 result 2019 target The satisfaction for the overall comfort of implemented for passengers with reduced Perception of Wi-Fi connectivity inside % satisfied passengers 35% 70% the air terminal remains very high. In 2018, mobility on arrivals level with the the air terminal the Operator carried out works to improve installation of a new spot for calling comfort in the terminal and on all transfer assistance. Perception of the availability of mobile systems, by installing a new lift in the phone/laptop recharging stations, in % satisfied passengers 92% 86% common areas.

Opening of the airport rispettive aree 99% 95%

Perception of the adequacy of smokers’ Comfort nella permanenza in aeroporto % satisfied passengers N.A. N.A. rooms, if any Indicator Measurement unit 2018 result 2019 target Perception of the availability of free % satisfied passengers N.A. N.A. Perception of availability of trolleys % satisfied passengers 98% 93% drinking water dispensers, if any

Perception of the efficiency of Perception of the availability / quality / % satisfied passengers 84% 80% passenger transfer systems (escalators, % satisfied passengers 91% 90.8% pricing of shops and newsagents lifts, people movers, etc.) Perception of the availability / quality / Perception of the efficiency of air % satisfied passengers 79% 80% % satisfied passengers 96% 94% pricing of coffee bars and restaurants conditioning systems Perception of the availability of Perception of the overall level of % satisfied passengers 99% 92% % satisfied passengers 97% 94% drink/snack vending machines, if any comfort of air terminal 12 > Service Charter Quality indicators Quality indicators Service Charter >13

Information for customers excellent level. In 2018 Aeroporto di Modal integration airport and the city centre decreased in The overall perception of the effectiveness Genova S.p.A. continued its actions aimed C. Colombo Airport lies about 6 km from 2018 Aeroporto di Genova S.p.A. has and of the accessibility of information at improving the informational charts and the city centre and is served by both road monitored the service. Perception of systems for the public confirms an backlit signs. connections and public services; the external signs remains at excellent level. satisfaction with the links between the

Information for customers Indicator Measurement unit 2018 result 2019 target Modal integration Easy to view and updated website % satisfied passengers 96% 95% Indicator Measurement unit 2018 result 2019 target Perception of the effectiveness of % satisfied passengers 98% 95% Perception of the clarity, ease of operational information points understanding and effectiveness of % satisfied passengers 99% 97% external signs Perception of the clarity, ease of understanding and effectiveness of % satisfied passengers 99% 95% Perception of the adequacy of % satisfied passengers 65% 77% internal signs city/airport connections Perception of personnel professionalism % satisfied passengers 100% 96% (info points, security) Overall perception of the effectiveness and of the accessibility of information % satisfied passengers 99% 94% services for the public (monitors, announcements, internal signs, etc.)

Counter/gate services passengers’ perception have improved The satisfaction for the check-in waiting through the commitment of all airport time has achieved excellent levels and also operators. the security control waiting time and the

Counter/gate services Indicator Measurement unit 2018 result 2019 target Perception of ticketing service % satisfied passengers 89% 90%

Tempo di attesa in minuti nel Check-in waiting time 11’19’’ 12’30’’ 90% dei casi rilevati

Perception of check-in waiting time % satisfied passengers 100% 95%

Tempo di attesa in minuti Security control waiting time 4’41’’ 6’50’’ nel 90% dei casi rilevati

Perception of waiting time at % satisfied passengers 100% 95% passport control 14 > Service Charter Quality indicators Quality indicators Service Charter >15

Passengers with reduced mobility The support service for passengers with reduced mobility has confirmed excellent Waiting time of departing passengers satisfaction levels for 2018 and the perception of the service offered continue to show excellent data regarding personnel kindness and professionalism. The training of PRM Indicator Measurement unit 2018 result 2019 target Assistance operators is updated on an ongoing basis in compliance with the requirements Booked PRMs of Reg. (EC) 1107/2006. Waiting time of departing passengers 4’54’’ 10,00’’ In 2018 no complaints from a PRM passenger was received by the Operator.

NON-booked PRMs Waiting time in minutes in 90% of cases 6’42’’’’ 14,’00’’ Passeggeri a ridotta mobilità Indicator Measurement unit 2018 result 2019 target Waiting time of arriving passengers Perception of the condition and function of the resources/equipment % satisfied PRMs 100% 95% Indicator Measurement unit 2018 result 2019 target supplied

Perception of the adequacy of Booked PRMs 2’32’’’ 3’25’’ personnel training % satisfied PRMs 100%’’ 95% Waiting time in minutes in 90% of cases

Accessibility: quantity of essential information accessible to the visually, % essential information NON-booked PRMs 4’38’’ 12’00’’ hearing and physically impaired with accessible out of total quantity 99,1% 99% Waiting time in minutes in 90% of cases respect to the total quantity of essential of essential information information The perception of the service provided is confirmed to be excellent.

% information/instruction, Completeness: quantity of information relative to the service in and instruction, regarding the services Indicator Measurement unit 2018 result 2019 target offered, available in accessible format in accessible format out of 99,1% 99% total quantity of Perception of the effectiveness of PRM the total quantity % satisfied PRMs 100% 96% information/instruction assistance

Perception of effectiveness and Perception of the level of accessibility accessibility of information, and usability of the airport communications and signs inside the % satisfied PRMs 100%’ 99% infrastructures: car park, intercoms for % satisfied PRMs 100% 94% airport calling staff, dedicated rooms, toilets, etc. Number of responses supplied within Perception of dedicated spaces for use % responses supplied within % satisfied PRMs 100% 93% the time established with respect to the by PRMs (e.g. Amica lounge) total number of requests for the time established out of 100%’ 99% total number of requests information received Perception of the courtesy of staff (info point, security, dedicated staff for % satisfied PRMs 100% 97% Number of complaints received with % complaints received out of special assistance) respect to total traffic of PRMs total traffic of PRMs 0% 0,012% Perception of the professionalism of the dedicated staff for the supply of special % satisfied PRMs 100% 95% assistance to PRMs Transport to Service Guide >17 C. Colombo airport

Situated just 6 kilometres away from the centre of Genoa, the Cristoforo Colombo Airport is the reference hub for Liguria and A4 A4 Lower Piedmont. A2 6 A7 A1

A2 1 A2 2

A2 1 A1 3

AA2 7 7 A1 4 A2 6 A1 5 A6 On the motorway: A1 4 A1 02 The air terminal has a direct link to “Genova

A1 A1 02 Aeroporto” toll station through a junction A1 2 A1 1 that is separate from urban viability with respect to the directions: • A10 “dei fiori” (Savona-Ventimiglia), A1 • A26 “dei trafori” (Alessandria-Torino- Milano),

A seguito del crollo del Ponte Morandi le direttrici autostradali: • A7 “Serravalle” (Alessandria-Milano), • A12 (La Spezia-Livorno-Rosignano) are connected to the terminal exiting in Genova Ovest and driving down the Aurelia road westbound (Via Lungomare Canepa and Via Guido Rossa). This enabled quick entry into the city, the two seafront roads and the bordering regions.

MAIN ROAD DISTANCES (km) Savona 45 FS 1 SERVICE GUIDE Ovada 53 FS 2 SP 73

Acqui Terme 74 A7 Transport to airport 17 FS 3 Tortona 74 Car parks 22 Alessandria 78 FS 4 Flight and tourist information 24 CHI USO PER LAVORI Voghera 89 CLOSED FOR WORKS The air terminal 26 Asti 107 A2 6 Airport services 29 SP 73 La Spezia 108 Services for passengers with reduced mobility 31 A1 2 Imperia 114 Travelling A1 0 32 FS 4 Pavia 118 SS1 FS 2 Useful numbers 36 FS 3 A7 Cuneo 137 FS 1 Sanremo 140 SS1 18 > Service Guide Arrival at airport Arrival at airport Service Guide >19 by train and by bus by train and by bus

The nearest railway station is that of For information on times, visit the website: Volabus is the AMT service that connects The Volabus ticket is valid also for 60 “Genova Sestri Ponente Aeroporto”, which www.amt.genova.it the airport to the railway stations of Genoa minutes on AMT public transport network can be reached on the I24 line “Sestri P. - Piazza Principe and Genoa Brignole , (excluding Navebus). Children up to four Aeroporto C. Colombo – Marina Tickets for all Trenitalia services can be going via the city centre. The journey takes years travel for free. Aeroporto”, the stop of the circular shuttle purchased from the automatic ticket approximately 30 minutes and provides a The service is operated every day from bus is seaside at the station, and can be machine on the arrivals level of the air pick-up only service in the direction of the 5:00am to 00:20am. The timetable are reached via a suitably marked footpath. It terminal building. airport and a drop-off only service in the published on the airport website, on the runs about every 15 minutes. Travel time is direction of the centre. AMT website and at bus stops. Volabus bus about 5 and 10 minutes. For information on train times, contact the stop is at the exit of the arrivals area All season tickets and integrated call centre 892012 (from Italy) or Tickets cost 6 euros each way if purchased (ground floor), the route lasts about 30 AMT/Trenitalia tariffs are accepted on + 39 0668475475 (from abroad), visit the aboard the bus, at authorised resellers, at minutes. board (ordinary ticket fare 100 minutes € Website www.trenitalia.com or use the IAT offices and from ticket machines. 1.50; ordinary integrated ticket 100 Trenitalia App. Tickets cost 5 euros if purchased online. minutes AMT/Trenitalia € 1.60, GenovaPass ticket € 4.50). Tickets can be bought from the automatic AMT machine on the arrivals level outside the air terminal building.

After the collapse of the Morandi Bridge, AMT and the Municipality of Genoa, in order to facilitate the mobility of citizens, have started operating an extra, special bus service (special service, SP) between Principe Piazza Acquaverde in Sestri Ponente (Via Hermada), with transit, in both directions, to Cristoforo Colombo Airport (Arrivals area, ground floor). Frequency: journeys are every 15 minutes. Service run from 6:00am to 8:00 pm. The service is free.

FS FS

FS S FS 20 > Service Guide Arrival at airport Car rentals Service Guide >21 by taxi

Taxies are on the ground floor along the To book: call the Radio Taxi service on: The service is available at the arrivals level of air terminal with twelve car rental companies. pavement in front of the air terminal The 0105966 cost of a taxi from/to the airport is the amount on the meter plus a fixed Per informazioni visitare i siti supplement of €2.50. Minimum journey www.5966.it / www.gexi.it Autovia +39 010 6502051 Hertz 010 6512422 fare: € 15,00. www.prenotaxi.com Avis 010 6507280 Locauto 010 6143056

Special fares: The following supplements apply: Autoeuropa 010 6591536 Maggiore 010 6512467 • Airport – Principe Railways Station and vice • Per baggage € 0,50 versa - (min. 4 people) € 6,00 per person (excluding first baggage, if smaller than 50 cm) • Airport – Principe Railways Station and vice • For every item of baggage with size Budget 010 6507280 Sicily by Car 010 6591536 versa - (min. 3 people) € 7,00 per person• greater than 100x60: € 3,00 Airport– Brignole Railways Station and vice • Per passenger: € 2,50 Enterprise010 6143056 Sixt 010 6512111 versa (min. 3 people) € 8,00 per person (excluding the first three) • For night services € 2,50 Europcar 010 6504881 Winrent 010 6140046 A holiday and night supplement of € 1.00 (from 10.00pm to 06.00am) applies for every journey. • Holidays € 2,00 Travel for patients and their accompanying (from 06.00am to 22.00pm) assistants to and from the Gaslini Institute is • Animals (excluding guide dogs) € 0,50 subject to a 15% discount. • Supplement applicable when the taxi is asked to wait by customer: (per hour): € 24,00 • and if taxi expressly asked by customer is not the first in order of departure: € 2,00 22 > Service Guide Car parks How to pay / Payment Service Guide 23 >

> Kiss&Fly Area with 70 places, with Contact details At automatic machines PAYMENT: ON SITE ONLINE entrance just before the terminal. Phone: +39 010 6015273 There are 4 automatic machines available, > P1 Parking Car park with around 800 Email: [email protected] all of which accept payment by credit card, PARKING P1 (cars) places, with entrance in front of the debit card and cash: The rules are displayed Stay Euro Euro Tower Genova Airport Hotel. Useful information at the entrance of the car park. Until 1 hour 3,00 2,40 > P2 Parking Car park “Long stay” with The manned checkout, on the arrivals level, > 2 are sutuated on the arrivals level, inside Each additional hour or fraction 3,00 2,40 around 100 places, with entrance before outside the air terminal taxi side, operates the terminal; Until 12 hours 18,00 14,40 the Tower Genova Airport Hotel. from 6am up to 30 minutes after the last > 1 is situated in front of the passenger air Until 24 hours 30,00 24,00 > Covered motor bike and scooter flight of the day has arrived. terminal, inside the central car park; Until 48 hours 68,00 48,00 parking (inside P1 car park, in front of Booked online is available to use P1 and P2 > 1 is situated outside the car park, just From 3 to 7 days 75,00 60,00 terminal). car parks. before the barriers. For each additional seventh day 10,00 8,00 > Free motor bike and scooter parking (in front of Tower Genova Airport Hotel) Available for Kiss&Fly At manned till PARKING P1 (motorcycles) > On the arrivals level a parking area P5 Area and P1, P2, P5 The manned till is located outside the Stay Euro Euro is reserved for buses Parking. ground floor, in front of the taxi parking (on Until 1 hour 1,00 0,80 the left outside the terminal). Each additional hour 1,00 0,80 P1 PARCHEGGIO CENTRALE (P1) P5 PARCHEGGIO BUS For any doubts and enquiries please turn to Maximum daily fare 5,00 4,00 Central Car Parking (P1) Car Hire with Bus Maximum weekly fare 28,00 22,40 AREA KISS &FLY PARCHEGGIO CAR RENTALS the personnel available at the manned till. Kiss&F ly Area Car Rentals Park PARCHEGGIO DISABILI & NCC P2 PARCHEGGIO LOW COST (P2) Online PARKING P2 LOW COST Euro Euro Disabled Car Park & NCC Low Cost Park (P2) Until 1 day non d. 20,00 PARCHEGGIO MOTO € CASSA AUTOMATICA By booking parking on the website Motorcycles Parking Self Pay Station www.aeroportodigenova.it or For 2 days non d. 36,00 PARCHEGGIO MOTO GRATUITO € CASSA CON OPERATORE From 3 to 7 days non d. 48,00 Free Motorcycles Parking Operator Pay Station www.voladagenova.it. For each additional day non d. 8,00 P2 Available for the Kiss&Fly area and P1 car park. Warning: if space at P1 car park is AREA KISS&FLY booked online do not use the Telepass Stay Euro Euro

I V route. I E First 20 minutes free of charge not av. R Z R N A E From 21’ until 1 hour 5,00 not av. T R A Contact details Each additional hour or fraction 5,00 not av. P Email: [email protected] P1 Regulations are displayed at the entrance to the car park.

Till staff are on hand for clarifications and € information about the above methods of P1 payment.

€ €

AER OST AZIONE AIR TERMINAL P5 € 24 > Service Guide Travel Advice Airlines Service Guide 25 >

PASSENGER AIR TERMINAL AIR FRANCE | www.airfrance.com The air terminal is structured over four Info and bookings: 89 20 57 levels and can accommodate a flow of 1,500 passengers per hour. Five mobile ALITALIA | www.alitalia.it Info and bookings: 89 20 10 boarding bridges are available for boarding and disembarking. BLU ExPRESS | www.blu-express.com Info and bookings:06 98956666 INTERNET WEBSITE www.aeroportodigenova.it BRITISH AIRWAyS | www.ba.com SOCIAL NETWORKS Info and bookings: 02 69633602 Facebook: aeroportogenova Twitter: @genovaeroporto EASyJET | www.easyjet.com Istagram: @aeroportodigenova Info and bookings: 199201 840 TOURIST OFFICE ERNEST AIRLINES | www.flyernest.com Phone: +39 010 6015247 Info and bookings: 02 897 30 660 Mon-Sun from 10am to 08pm GENOVA AIRPORT FREE WI-FI EUROWINGS | www.eurowings.com Free Wi-Fi is available throughout the Info and bookings: +49 (0)221 59988222 passenger air terminal.Connect to the network and follow registration KLM | www.klm.com instructions. Info and bookings: 02 38594998 IBERIA \ www.iberia.com Info and bookings:199 101 191

TRAVEL ADVICE LEVEL | www.flylevel.com If you are about to start a long journey Info and bookings: +34 931 224 500 carefully choose the objects you wish to bring with you. Please find LUFTHANSA | www.lufthansa.com Info and bookings: 199 400044 some hints below: • The air conditioning aboard the POBEDA www.pobeda.aero/en plane may be uncomfortable. Do not Info and bookings: 007 (499) 2015 2300 forget to carry a pullover or sweater, and if you wear contact lenses your RyANAIR | www.ryanair.com artificial tears. Info and bookings: 895 895 8989 • At security check-points you will be required to remove your laptop, S7 | www.s7.ru tablet and the bag containing your Info and bookings: +7(495)777-9999 liquids: make sure they are stored in SAS | www.flysas.it an easily accessible place to save Info and bookings: 199 259 104 precious time. • In the event of long-haul flights it VOLOTEA | www.volotea.com may be appropriate to bring Info and bookings: 895 895 4404 toothbrush and toothpaste (in the liquids bag) and possibly a change of VUELING | www.vueling.com clothes. Info and bookings: 895 895 3333 26 > Service Guide ground floor: ARRIVAlS first floor: DEPARTURES Service Guide 27 >

Il terminal è aperto dalle 4:30 fino alle 24:00 (o fino a 30 minuti dopo l’ultimo volo, se dopo le 24:00).

22 18 18 4 2 2 8 10 16 5 3 17 21 11 15 13 15 12 19 7 1 1 2 4 19 13 16 12 16 16 10 14 18 11 9 23 5 17 5 9 7 20 5 6 18 14 16 3 18 6 3 22 21 20 8

1. Security control 13. Morando shop 2. Check-in 14. Romanengo (shift number) 1. Customs control 12. Tourist information 3. Coffee bar and restaurant “Caruggio Eat&Shop” 15. Baggage wrapping service 2. Baggage return hall 13. Coffee bar “Dolce e Salato” 4. Duty Free shops 16. Toilets / Nursery 3. Lift 14. Cash machine 5. Lift 17. Repacking area 4. Escalator to access departures level 15. Delta Aerotaxi 6. Escalator from/to arrivals level 18. Charging stations 5. Car Rentals 16. Bus stop Volabus / i24 7. Fast Track 19. Pet watering places 6. Passport control 17. Toilets 8. Genova Lounge 20. Personnel assistance station 7. First aid 18. Lost&Found 9. Ticket office 21. Disabled passenger assistance point 8. Parking manned till 19. Pet watering places 10. Special assistance lounge (Sala Amica) 22. Kids’ area 9. Parking automatic machine 20. Personnel assistance station (insert) 11. Passport control 23. Tax free (insert) 10. Automatic machines for Volabus and i24 tickets 21. Taxi area (insert) 12. Self check-in 11. Automatic machines for train tickets 28 > Service Guide Second floor Airport services Service Guide 29 >

TICKET OFFICE The service is available by inserting a 1€ The ticket office is located on the coin per trolley (can be collected back departures level and is operate by the upon returning trolley). airport Company and issues air tickets for 4 any carrier or destination. BAGGAGE WRAPPING Business hours: The service is located on the departures 6 7 every day from 05:00am to 07.00pm. level in front of the check-in area. 5 2 Business hours: h. 05.00 alle 19.00 3 BAGGAGE ASSISTANCE 1 The baggage assistance office is located on ELECTRONIC DEVICE CHARGING the ground floor near the Tourist STATIONS Information office Free and equipped stations are available to Phone: +39 010 6015407 recharge the electronic devices on the Baggage collection: ground floor in the food area “Dolce e 1. Escalator to every day from 08:00am to 12:00am Salato”, on the departures level in the departures level restaurant service area “Caruggio”, and in 2. MSC lounge LOST PROPERTy both the international and domestic 3. Conference rooms The Lost & Found office is located on the boarding gates. 4. Lift ground floor near the Tourist Information office. Phone: +39 010 6015407 VAT REFUNDS 5. Toilets Business hours: Customs: ground floor arrivals area after 6. Escalator to arrivals level, departures level and offices every day from 08:00am to 12:00am security check-points, and first floor 7. Company offices departures area near the ticket office. TROLLEyS Passengers resident or domiciled outside Trolleys are available outside the terminal the European Union may obtain a VAT on the departures level, the arrivals level refund for purchased goods. and inside the car park. 30 > Service Guide Genova lOUNGE Services for passengers Service Guide 31 > with reduced mobility The Genova Lounge, situated on the • British Airways: Gold & Premier card departures level, is a cosy, modern and • Lufthansa: Senator card, HON circle Genoa Airport is committed to meeting visually impaired. On the arrivals level at elegant space where the journey can begin • Air Saving card the needs of disabled users. The personnel the air terminal an intercom station is comfortably and relaxed. Access to the • Priority Pass: assisting the passengers with reduced provided as the designated points of Genova Lounge entitles to the Fast Track • Ufirst mobility is trained in appropriate courses arrival for passengers with reduced right, to avoid long waiting times during on awareness-raising and service mobility. security controls. Access to the Genova Lounge with frequent qualification. They also have gained many • The departures level of the passengers’ flyer cards is subject to specific conditions years of experience. The personnel attend air terminal includes tactile footpaths for Other services include: supplied by the carrier. The holder of these refreshments training every year in order to the visually impaired that extend into the • Dedicated check-in cards are kindly asked to check the understand and respond as promptly and external viability and ensure, including • Snacks and hot and cold drinks indications received from their airline. Non- as professionally as possible to the various through tactile maps, easy access to • Dedicated high-speed Wi-Fi, without cardholders may access Genoa Lounge and passengers’ needs. Genova Lounge. Here the visually registration or time limit use all offered services by purchasing a impaired can check-in and access, if they • Tablets to read, surf and play voucher at the airport ticket office. To receive assistance so wish, the Amica Lounge. Next to the • Press Reader service, with free download The entry ticket for Genova Lounge may be The request for assistance and the special security control area a dedicated room is on your device of over 7,000 newspaper purchased at the ticket office or on the needs of the passenger with disability or available for disabled passengers. and magazines from around the world. website site www.voladagenova.it reduced mobility must be notified to the • Amica Lounge for passengers who need • Electric and USB sockets to recharge carrier, its agent, or the tourist operator, at assistance electronic devices ACCESS RATES: the time of booking, at least 48 hours • Disabled toilets • Insulated room ensuring privacy during Single entry: 18 euros per person before flight departure. The carrier will be • Internal and external lifts to access upper work calls Yearly travel card: 199 euros per person responsible for forwarding request to the floors provided with buttons with “braille” Children up to 2 years old: free of charge airport concerned. On the day of departure text and voice announcements. Free access is reserved to business class show up at one of the contact points of • Pavements with access ramps passengers and the holders of the following open from 05:30am to 8.00pm the airport, within the timeframes stated • An elevating platform is available to cards: Phone. +39 010 6015380 by the airline. Notify your presence to facilitate boarding the aircraft. • Alitalia: Gold & Platinum Freccia Alata card fax +39 010 6015315 receive assistance. • Security control gates are equipped both • Air France - KLM: Gold, Platinum & Email: [email protected] for passengers on wheelchair and with Petroleum Elite Plus card, Club 2000 card Dedicated services pacemakers. The air terminal is provided with: • In the central car park, situated 50 metres Passengers travelling on a stretcher or from the air terminal, 20 free car parking wheelchair must make their reservation at spaces are reserved for the cars of least 36 hours prior to departure through disabled drivers. The cars must be the carrier (offices or call centre). The carrier identifiable with the visibly displayed will then confirm the required service. badge. Passengers on stretchers must also be • Outside the air terminal, close to the assisted by a (paying) adult passenger both entry doors on the arrivals and on the ground and during the flight. departures levels (ground floor and 1st floor), a colour-video intercom station is installed to call the personnel. A short distance parking space is also available for PRMs. • On the arrivals level of the air terminal a tactile footpath is available for the 32 > Service Guide Travelling - Info Travelling - Info Service Guide 33 >

Reception and Security Lounge at Except for specific restrictions applied airport by your carrier, one of the following In order to perform check-in operations item may be carried with your hand within the time limit set by carriers and allow baggage: the performance of embarkation and security • A handbag or a document holder or a Pesto in your hand baggage • each jar may pass through security procedures within the scheduled timetables, laptop PC Fly from Genova and carry the pesto in controls, as long as a "Il pesto è buono” all passengers are advised to show up at least • A camera or videocamera or CD player your hand baggage, even if the jar exceeds (pesto is good) sticker is affixed to it. The 60 minutes before check-in operations. • A coat or a raincoat 100 ml. you just have to collect a sticker sticker can be obtained by donating at • An umbrella or walking cane to be placed on the jar, donating 50 least 50 cents either at the store of Documents • A pair of clutches or other walking aids cents in order to help a child suffering purchase or at the airport ticket office (all We recommend checking in advance with • A portable cot and baby milk from a severe pathology to fly towards donations will support Flying Angels the airline for any documents required for • A buggy a hospital capable to heal him/her. An Onlus) your journey. In general, at check-in and • Reading items for the journey initiative by Aeroporto di Genova and • At security checks, the passenger will boarding gate a valid ID card (identity card or • Items purchased at the Duty Free and ASCOM for the Flying Angels Onlus have to remove the jars from the passport) must be exhibited. Your boarding other airport shops (limited quantity and Foundation that was successfully baggage and place them aside in the card must be exhibited at security check weight) implemented with the contribution of the tray, informing the security personnel points. North West Department of ENAC (Ente • the jars will be subject to security Items that are not permitted in the Nazionale per l’Aviazione Civile, Italian Civil controls and then returned to the Travelling minors hand baggage Aviation Authority). passenger. The minor travellers must carry their own • All items that are not permitted in the All passengers may carry in the hand valid document (identity card or pass). For hold baggage baggage one or more pesto jars in •WARNING: this procedure only applies to more information on the compulsory • Objects with pointed tips and a cutting exchange for a small donation to Flying direct flights from Genoa Airport. In the documents for any children travelling or edge (scissors, knives, nail files, razor Angels Onlus . The rules for benetting event of stopovers, the jar must be placed travel documents visit the blades, screwdrivers, cutlery, letter from this service are very simple: in the hold baggage. This procedure only websitewww.poliziadistato.it. For openers, sewing needles, miscellaneous • all departing passengers are allowed to applies to jars containing “pesto genovese”. unaccompanied children please check with tools) carry in their hand baggage a jar of up to Other products are excluded. your airline for the required procedure. • Blunt objects of any type 500 grams of pesto or two jars of up to • Toy weapons 250 grams (maximum diameter is 15 All information available on Pregnant women • Electronic devices with paralysing and centimetres and maximum height 20 www.airport.genova.it/pesto At the time of booking it is advisable to check neutralising effect through electric shock centimetres) the transport rules laid down by the airline; • Liquid and semi liquids, gels, cremes, normally a medical certificate is requested. pastes and similar items, except for a maximum volume of 1,000 ml carried in Hand baggage containers of 100 ml each, in the Liquid Quantities larger than 100 ml are permitted Only one item of hand baggage may be dedicated transparent and sealable bag. No liquids and/or similar substances may in hand baggage at all EU airports for the taken into the cabin. The hand baggage must be carried in the hand baggage, except for following items: medicines, dietary food be provided with an appropriate tag with the It is forbidden to leave your baggage the possibility to carry in a dedicated and/or baby food that are necessary during owner’s details and its weight and size may unattended and carry packets or hold transparent sealable bag (on sales at the the flight. You are allowed to carry any be different for each carrier (enquire with baggage on behalf of other passengers. Safe Bag Italia store on the departures liquids, aerosols, and gels purchased on your airline about the weight and dimensions level), containers holding 100ml or less, for board the aircraft or at the airport - airside - permitted for your baggage). If the baggage a total of 1 litre (1000ml) per passenger. as long as they are sealed by the seller and exceeds the required allowance, it may be The bag must be submitted separately accompanied by a till or sales receipt transported as long as the “excess” fee is paid from the hand baggage at security check acting as proof of the point of sale. at the ticket office. points. 34 > Service Guide Travelling - Info Travelling - Info Service Guide 35 >

Medical devices Oversize baggage Small animals Protected species We recommend checking in advance with Passengers are advised to check in advance These can travel in the cabin in a suitable Birds, fish, frogs and tortoises can only be the airline for any rules on carrying medical with the airline with regard to restrictions container with waterproof and absorbent brought into Italy if they have a certificate devices or medicines for the treatment of for the transport of oversized baggage bottom. The total weight including the of origin issued by the country of origin. specific conditions. Passengers with items and how these should be packed. pacemakers fitted are required to exhibit cage, must not excess 8 or 10 Kg, For protected species (parrots, turtles, depending on the airline. Booking is ornamental fish), the CITES certificate their certification and inform security Transporting firearms and required and must be confirmed by the (authorisation for export) must be shown. control officers in advance. ammunition carrier concerned. www.cites.org We recommend checking in advance with Hold baggage the airline for any rules it applies to this Large animals Animals in the hold We recommend checking in advance with respect. In general, firearms documents These must travel in the hold (pressurised, Travelling in the hold is always stressful for the airline for any rules on carrying the must be submitted at the time of check-in. lit and heated) in a suitable container (the animals. Airport personnel will look after hold baggage. Baggage must not exceed A form must be completed and handed animal must be able to stand, turn around your four-legged friend with utmost care. the number and weight permitted based over to the Police office (arrivals level after and drink). Booking must be made in Write down their name on the cage so the on the service class and as stated on the security check-points) for the necessary advance and confirmed by the carrier personnel can call them by name and calm ticket. Any baggage exceeding the authorisations. The service for weapon concerned. them down. required allowance may be transported as escort may be subject to a fee. long as the “excess baggage” fee is paid at the ticket office. All items of baggage must display name, address and phone number. It is forbidden to leave your baggage unattended during your stay at the airport.

Items that are not permitted in the hold baggage • Explosivse, ammunition, firearms, fireworks, any pyrotechnics • Compressed (flammable and non-flammable) gases • Flammable substances • Infectious and poisonous substances • Corrosive and oxidant substances • Radioactive substances • Magnetic materials • Alarm devices • Underwater torchlights with batteries • Personal defence spray you are advised against placing electronic devices with lithium batteries in the hold baggage. 36 > Service Guide Useful numbers Passenger Survey

Company switchboard +39 010 60151 Company permit office+39 010 6015050 SUGGESTIONS AND COMPLAINTS Conference rooms +39 010 6015212 your opinion matters Flight information +39 010 6015410 ENAC +39 010 6512309 All suggestions, enquiries and complaints on the services supplied at the airport will Andrea Morando store +39 010 6593785 be carefully reviewed without delay. Duty Free Shop +39 010 6512574 Aeroporto di Genova S.p.A. guarantees it Coffee bar “Dolce e Salato” +39 010 6015224 will reply within 30 working days from Caruggio Eat&Shop +39 010 6015233 receipt of notice. Wine Bar “Punto Perlage” +39 010 6015338 Please contact us: Police +39 010 6015245 > By email to Police +39 010 6015257 uffi[email protected] Financial police +39 010 6015340 > Via tweeter to our profile Border police +39 010 659671 @genovaeroporto > Via a message to our Facebook page:: www.facebook.com/aeroportogenova/ > By post to: Aeroporto di Genova S.p.A. Aerostazione Passeggeri Ufficio Qualità 16154 Genova – Italia

Scan the code and write to us in real time via Facebook Messenger Cartolina per suggerimenti e reclami Suggestions and complaints card

Aeroporto di Genova S.p.A garantisce la risposta entro 30 giorni dal ricevimento della cartolina.

Aeroporto di Genova S.p.A. guarantees an answer within 30 days of receipt of the card

TAGLIARE / CUT TAGLIARE / CUT

E IL IM -S C A F

NOME E COGNOME - NAME AND SURNAME

INDIRIZZO - ADDRESS

CAP - POSTCODE

CITTà - CITY

STATO - COUNTRY

TELEFONO - TELEPHONE In accordance with GDPR Reg. UE 679/2016, I authorise the archiving of the personal data included in this request. DATA DI INVIO - DATE SENT