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Carta Dei Servizi CIAMPINO

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Carta Dei Servizi CIAMPINO indice 4 Introduzione / Introduction 7 index Le attività aeroportuali gestite e controllate da ADR / Airport activities managed and controlled by ADR 9 Il bilancio 2017 di ADR / 2017 ADR Financial Statements 10 L’impegno di ADR per la qualità / ADR quality commitment Aprile 2018 / April 2018 21 L’impegno di ADR per l’ambiente / A cura di Aeroporti di Roma / Edited by Aeroporti di Roma ADR commitment to the environment In collaborazione con / In collaboration with 26 Indicatori di qualità / Quality indicators 41 Guida all’aeroporto / Airport guide Gentile cliente Dear Customer Gentile Cliente, Dear Customer, ADR ha il piacere di presentare la Carta dei tori, hanno trasformato il Leonardo da Vinci ADR is pleased to present the 2018 Service ment point of view, have transformed Leonardo Servizi 2018 corredata dalla Guida all’aero- in un biglietto da visita internazionale e in un Charter, accompanied by the Airport Guide, a da Vinci airport into an international visiting card porto, un vademecum che offre le informazi- fattore di competitività per il nostro Paese. guide with all the useful information for passen- and a factor of competitiveness for Italy. oni utili ai passeggeri degli scali romani di Nel 2017, Fiumicino ha ottenuto, inoltre, un gers passing through the Rome airports of Fiu- Fiumicino e Ciampino. prestigioso riconoscimento da parte di Skytrax, micino and Ciampino. In 2017, Fiumicino also achieved a prestigious società di fama internazionale nel settore award from Skytrax, an internationally-renowned La Carta dei Servizi ADR recepisce le norma- dell’aviazione, ricevendo quattro stelle per la The ADR Service Charter meets ENAC (Italian company in the aviation sector, receiving four tive dell’ENAC (Ente Nazionale per l’Aviazione qualità delle infrastrutture. Civil Aviation Authority) guidelines and propos- stars for infrastructure quality. Civile) e propone indicatori di qualità per ogni es quality indicators for all types of passengers, tipologia di passeggero, con lo scopo di fornire A consolidare tale risultato ha contribuito an- aiming to provide information on the service lev- Consolidating this result was the new Interna- informazioni sul livello di servizio raggiunto e che l’entrata in operatività della nuova area el achieved and the improvement objectives for tional Boarding Area “E” opened in December sugli obiettivi di miglioramento per il 2018. d’imbarco internazionale “E”, inaugurata nel 2018. 2016, which became an international point of dicembre 2016, divenuta punto di riferimen- reference in the sector for services, conven- Nel 2017 il Leonardo da Vinci, per la prima to del settore a livello mondiale per i servizi, In 2017, for the first time annually, the Leonardo ience and quality of shopping and selection volta su base annua, si attesta come il grande convenienza e qualità dello shopping e dell’of- da Vinci airport was reported as the large Eu- of food and drink, in addition to its cultural aeroporto europeo più apprezzato dai passeg- ferta enogastronomica, oltre che per le inizia- ropean airport most appreciated by passengers, entertainment initiatives. geri, secondo la classifica ufficiale di Airports tive di intrattenimento culturale. according to the official Airports Council Inter- Council International. Dalle interviste effettu- national classifications. In passenger interviews, In 2018, ADR will undertake to offer and im- ate ai viaggiatori, Fiumicino si posiziona pri- L’impegno di ADR nel 2018 è quello di offrire Fiumicino came first before main European hubs prove the pursued results in the aim of meeting mo tra i principali hub europei per la qualità e migliorare i risultati perseguiti nell’ottica di for the quality perceived in welcome services, the needs of even more passengers, and in the percepita nei servizi di accoglienza, sicurezza, soddisfare ancora di più le esigenze dei passeg- security, Wi-Fi, cleanliness and comfort. The hopes of guaranteeing further “quality of ex- wi-fi, pulizia e comfort. I risultati, ottenuti at- geri, con l’auspicio di garantire sempre una results, obtained through a strategy of invest- cellence”. traverso una strategia di investimenti, scelte “qualità di eccellenza”. ments, clear-cut choices from a management, nette dal punto di vista gestionale, competen- competency, motivation and employee engage- ze, motivazione e coinvolgimento dei lavora- 4 5 Le attività aeroportuali gestite e controllate da ADR / Airport activities managed and controlled by ADR Aeroporti di Roma, in qualità di gestore del Aeroporti di Roma, as management company Aeroporti Aeroporti sistema aeroportuale romano, ha il compi- of Rome’ s airport system, regulates the admi- to di amministrare e gestire le infrastrutture nistration and management of airport infra- di Roma di Roma aeroportuali, coordinando e controllando le structures, by coordinating and controlling the attività degli operatori privati cui è tenuta ad activities of private operators to whom it must (ADR) (ADR) assicurare l’ accesso secondo i criteri di effi- guarantee access, pursuing efficiency, efficacy, cienza, efficacia, trasparenza ed equità. In transparency and fairness. In this regard, ADR, di- Aeroporti di Roma S.p.A. - società del Gruppo Aeroporti di Roma S.p.A. – company of the Atlan- tale ambito ADR svolge direttamente o attra- rectly or through its subsidiaries and connected, Atlantia a far data dal novembre 2013 - è con- tia Group since November 2013 - is the exclusive verso Società controllate e collegate: deals with: cessionaria esclusiva per la gestione e lo svi- concessionaire in the management and develop- luppo del sistema aeroportuale della Capitale ment of Rome’s airport system (Fiumicino and (scali di Fiumicino e Ciampino). Ciampino airports). In 2017, the Roman airport • progettazione, realizzazione e manu- • planning, realization and maintenance of Nel 2017 il sistema aeroportuale romano ha system welcomed more than 46.9 million pas- tenzione delle aerostazioni, edifici e altre terminals, buildings and other airport infra- accolto oltre 46,9 milioni di passeggeri. sengers. infrastrutture aeroportuali; structures; • coordinamento operativo dello scalo, dei • operational coordination of the airport, Fanno parte del Gruppo ADR le società ADR The ADR group is composed of the following com- sistemi informativi e dell’ informazione information systems and customer information; Sviluppo, ADR Tel, ADR Assistance, ADR Mo- panies: ADR Sviluppo, ADRTel, ADR Assistance, al pubblico; • development and management of com- bility, ADR Security e Airport Cleaning. ADR Mobility, ADR Security and Airport Cleaning. • sviluppo e gestione delle attività mercial and catering activities (through third commerciali e di ristorazione (tramite terzi party subconcessionaires), car parks (through Aeroporti di Roma S.p.A. detiene, inoltre, par- Moreover, Aeroporti di Roma S.p.A. holds equity subconcessionari), di parcheggi (tramite a subsidiary company), offices and advertising tecipazioni in: investments in: Società controllata), uffici e di spazi pubbli- spaces; citari; • provision of airport security services (se- • erogazione dei servizi di sicurezza curity checks on passengers, hand and hold • SPEA Engineering S.p.A. (20%) aeroportuale (controlli passeggeri, bagagli luggage, goods and mail) also on behalf of airli- • Pavimental S.p.A. (20 %) a mano e in stiva, merci e posta) anche per nes and airport operators (through a subsidiary • S.A.CAL. S.p.A. (9,95%) conto dei vettori e operatori aeroportuali company); • Aeroporto di Genova S.p.A. (15%) (tramite Società controllata); • performance of airport cleaning services • Leonardo Energia – Società • svolgimento dei servizi di pulizia in ambito (through a subsidiary company). Consortile S.r.l. (10%) aeroportuale (tramite società controllata). • Azzurra Aeroporti S.r.l. (10%) 6 7 Il bilancio 2017 di ADR / 2017 ADR Financial Statements Gruppo ADR ADR SpA (Euro Mln) (Euro Mln) ADR Group ADR SpA (Mln Euros) ( Mln Euros) Ricavi da gestione aeroportuale / Ricavi da gestione aeroportuale / Revenues from airport management 881,9 Revenues from airport management 868,3 Margine Operativo Lordo Margine Operativo Lordo EBITDA 544,6 EBITDA 519,3 Risultato Operativo Risultato Operativo EBIT 401,7 EBIT 380,7 Risultato netto di competenza Risultato netto / del Gruppo / 245,0 Net income 243,0 Group net income Investimenti / Investimenti / 206,7 201,5 Investments Investments Capitale Investito netto / Capitale Investito netto / Net Invested Capital 2.297,9 Net Invested Capital 2.315,3 Patrimonio netto del Gruppo / Patrimonio netto / Group Shareholders’ Equity 1.108,2 Shareholders’ Net Equity 1.100,8 Organico a fine Organico a fine periodo (n°persone) / periodo (n°persone) / 3.377 1.389 Headcount at the end of Headcount at the end of the period (no. of people) the period (no. of people) 8 9 L’ impegno ADR di ADR quality per la qualità commitment ADR partecipa da aprile 2005, per l’aeroporto ADR has been taking part, since 2005 for Fiu- di Fiumicino, e da aprile 2014, per quello di micino airport and since April 2014 for Ciampino Ciampino, all’indagine di customer satisfac- airport, in the “Airport Service Quality” custom- tion “Airport Service Quality”, condotta dall’ACI er satisfaction investigation conducted by ACI (Airports Council International) che stila una (Airports Council International) which draws up classifica degli aeroporti in base al livello di airport ratings on the basis of the level of pas- gradimento dei passeggeri. Con un valore re- senger satisfaction. cord di 4.28 nel 2017,
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