SERVICE CHARTER 2021 SERVICE CHARTER 2021

Ge.S.A.C. SpA.

Airport management

GE.S.A.C. Quality Management System

Operational excellence and Sustainability

The quality of services

State Entities and Handling Companies

Covid-19 control and containment measures

Map of Terminal

Passenger’s rights

Privacy policy

Service Guide

Complaints and Suggestions SERVICE CHARTER 2021

Dear guest, International Airport has equipped the Terminal with the best available technologies to ensure arriving and departing passengers an easy and safe travel experience, and airport users a peaceful stay.

Naples International Airport welcome you in its Terminal which has been renewed according to the highest health and safety standards, thanks to the adoption of the most reliable sanitary protocols and advanced technologies.

Naples International Airport confirms its strong commitment to the issues of quality, environment, health, safety, protection and enhancement of people, within and beyond the regulatory requirements.

We do hope to welcome you in a renewed peaceful atmosphere and wish you a good trip and a pleasant stay at the Airport.

Ge.S.A.C. S.p.A. The actual shareholding structure of the sole company that GE.S.A.C S.P.A manages the two airports of Naples-Capodichino and Salerno- Pontecagnano, with a share capital amounting to EUR 27,368,432 million, is composed as follows: The Company “Gestione Servizi Aeroporti Campani” S.p.A. was established in 1980, with a publicly-owned majority, on 2i Aeroporti S.p.A. 83,125 % the initiative of the Municipality of Naples, the Province of Naples and Alitalia (the latter’s share was subsequently Città Metropolitana di Napoli 11,875 % taken over by SEA of ). In August 1997 the public Consorzio Aeroporto Salerno Pontecagnano 5,000 % shareholders sold 35% of their shares to BAA, the UK’s S.c.a.r.l. leading airport management group in the world, each of them holding 35% of their own shares, thus achieving the Pursuant to Article 2497-bis of the Italian Civil Code, the majority first privatisation of an airport in . shareholder 2i Aeroporti S.p.A. exercises management and coordination activities over GE.S.A.C. S.p.A.. In December 2010 F2i SGR (Fondi Italiani per le Infrastrutture) 2i Aeroporti S.p.A. is 51% controlled by F2i and 49% by Ardian acquired the majority shareholding in GE.S.A.C. (private equity company) and Crédit Agricole Assurances (leading European insurance company). In February 2015 F2i SGR signed an agreement for the sale of 49% of F2i Aeroporti S.p.A. to the group consisting of Ardian (60%) and Crédit Agricole Assurances (40%). Following this sale, F2i Aeroporti changed its company name to 2i Aeroporti SpA.

On 24 October 2019 the deed of merger of Aeroporto di Salerno S.p.A. into GE.S.A.C. S.p.A. was signed, thus creating an integrated and complementary airport system in . AIRPORT MANAGEMENT GE.S.A.C. has taken over the overall management of Naples and Salerno Airports by signing a Concession until 2045.

The management company’s main tasks include: design, maintenance and development of airport infrastructures; planning, coordination and development of commercial activities; airport security; customer service and operational management of the airport.

NAPLES INTERNATIONAL AIRPORT 2020 recorded 2.779.946 passengers distributed as TRAFFIC follows: 44% domestic flights, 55% international flights, 1% charter traffic. In 2019 Naples International Airport has served a network of 94 destinations of which 80 international ones and 1 new route.

NUMBERS*

Passengers 2,779,946

Cargo+Mail 8652 tons TotalPassengers /1000

Airlines 36

*related to 2020

GE.S.A.C. QSAEE MANAGEMENT SYSTEM OPERATIONAL EXCELLENCE AND SUSTAINABILITY

GE.S.A.C. operates according to an Integrated Quality, Safety, EASA Airport Certificate Environment and Energy Management System, which guarantees Ge.S.A.C. achieved in 2016 the EASA Airport greater effectiveness of individual management systems and a Certificate under Reg EU n. 139/2014. greater focus on continuous improvement. The Certificate states that the organization of the Naples Airport This integration is achieved by adopting the Integrated management company, the procedures for ground operations and Management System Manual and is attested by the achievement all airport infrastructure and facilities meet the requirements of the and maintenance of the following certifications: Environment (ISO new EU Regulation. This certification confirms the safety of ground 14001:2015), Energy (ISO 50001:2018), Quality (ISO 9001:2015), operations as a guarantee for aircraft operators and passengers. Safety and Health (OHSAS 18001/2007).

This integrated system has as its reference the Policy related to Quality, Safety, Environment and Energy, describing company Airport Carbon Accreditation commitment towards continuous improvement, as follows: The sustainability of the airport, environmental protection and a sense of the territory constitute, together with the quality of “Achieving levels of excellence in airport management, the ultimate services and safety, a fundamental priority for GE.S.A.C. goal of all our efforts, is reached by fully meeting the needs and GESAC is therefore constantly committed to involving its expectations of passengers and all airport users and ensuring their stakeholders in activities and initiatives aimed at consolidating its safety. attention to environmental issues. This occurs by respecting the environment, the laws and rules Thanks to the actions undertaken to face climate governing the sector. change, Naples International Airport achieved the Our commitment is aimed at continuous improvement through: level NEUTRALITY, within the Airport Carbon • Offering services at the highest quality levels, aimed at meeting Accreditation, being neutral on the carbon emissions and exceeding passenger expectations, the real point of aspect. reference for airport activities; • ensuring the highest levels of security in all airport processes, reducing incidents and safeguarding the health and safety of Airport Health Accreditation passengers and all airport users; Naples International Airport reached the Airport Health • a sustainable development integrated with the territory, starting Accreditation (AHA), issued by Airports Council International (ACI) from reducing energy consumption and climate-altering World and ACI Europe. emissions and minimising the impact of airport activities on the This accreditation certifies the commitment to correctly implement environment; healt and safety protection measures and procedures, according to • effective and efficient management that ensures profitability for recommendations, protocols and guide lines issued by: shareholders and generates value for the territory; • maintaining relations with the Authorities, Airport Operators, ACI EUROPE, Healthy Passenger Experience; Airlines, Suppliers and Neighbouring Communities, based on a EASA, European Union Aviation Safety Agency; shared and common vision in terms of operating manner.» ECDC, Aviation Health Safety Protocol; ICAO, Council Aviation Recovery Task Force.

STATE ENTITIES AND THE QUALITY OF SERVICES HANDLING COMPANIES

Excellence in service quality is an absolute priority for Naples The following State entities and Handling Companies Airport. GE.S.A.C. operates according to a Total Quality Management approach, working towards continuous services operate at Naples International Airport: improvement. The Management System is certified according to ISO 9001:2015 and the quality of the services offered is constantly verified through monitoring systems including Quality of Service • ENAC Ente Nazionale per l’Aviazione Civile (Direzione Monitor, Quality Control System and through careful complaint Aeroportuale Campania) regulates and supervises airport and suggestions management. activities.

Quality of Service Monitor QSM This assessment and monitoring system is aimed at measuring • ENAV Società Nazionale per l’Assistenza al Volo is responsible «perceived quality» and is based on daily interviews carried out for air traffic control services. on a statistically significant sample of passengers. Surveys refer to many airport services, which are identified through an appropriate number of indicators. • carries out border activities and ensures public order and public safety. Quality Control System QCS The Quality Control System is based on objective measurements • has the task of protecting the rights of the State with of specific indicators and consists in monitoring “provided quality». regard to imports and exports of objects and goods, including QCS is related to measuring, on the base of statistically significant those travelling with passengers. samples, waiting times, which are essential to airport operations (security and passport checks, ticketing and checkin, boarding and • Tax Police, among the various institutional tasks, carries out landing, baggage reclaim, temperatures monitoring,…) customs supervision activities and those aimed at fighting Complaints and Suggestions management illegal trafficking. Thanks to customers complaints and suggestions, passengers • , Forestry Corps, , Air and needs and services performance changes can be identified. We Veterinary Health, ASL Napoli 1 (Local HealthCare Unit), Fire can thus adopt focused improvement plans. Brigade. Therefore in order to promote the use of digital tools, we are gradually eliminating paper forms and replacing Terminal collecting «boxes» with information panels, • Aviation Services and GH Napoli, two companies providing where a QR CODE (like this alongside) services to airlines, such as ground handling of passengers, directly links to on line feedback form. cargo, mail, luggage and aircrafts.

COVID 19 – CONTRAST AND CONTAINMENT Flows, routes and signs, interpersonal distancing MEASURES Naples International Airport adopted specific measures to prevent We have remodulated flows and enhanced contagion and contrast the diffusion of COVID-19. signs, preferring the use of short and safe The adopted Protocol ensures the respect of legal requirements, as routes, designed to simplify and make it easy well as includes additional stricter prevention measures. to stay at the airport. Flows are prepared by means of mobile bulkheads and physical elements allowing for possible further reconfiguration. Health checks entering the Terminal

A unique central entrance to the Terminal has been The use of seating in waiting identified, for both passengers areas has been limited by and airport operators, where dedicated signs, while the body temperature is measured toilets are equipped with thanks to the presence of capacity detection systems to state of the art termoscanners avoid overcrowding. on incoming flows. Vending machines are available at Terminal entrance and in gates areas, dedicated to distribution of health care products, We facilitate the respect of social such as masks, disinfecting wipes, disposable gloves. distancing in general areas and during the queuing at check-in, Areas and facilities sanitization and cleaning security checks, boarding, passport control, through: Cleaning and sanitizing activities have been enhanced thanks to the adoption of innovative devices and technologies, such . static floor and vertical signs, as UVC rays sanitizing system, antiviral aids and more frequent . dynamic signage, by means of cleaning activities. Trolleys, PRM assistance wheel chairs and screens and display units; security trays are regularly sanitized. . public target ads.

«Touch» devices, such as elevator or PRM assistance Call panels are Passengers who have provided with antimicrobial films. downloaded the Flynap APP can Soap dispensers, taps and hand- receive specific alerts directly on dryers are all automatic and their mobile devices. touchless.

Treatment of ventilation systems Emergency Response

Filtering systems have been installed to retain the entry of In case of potential COVID-19 emergency, Ge.S.A.C. informs potentially harmful particles into the ventilation circuits.. the relevant authorities implementing the health protocols. The cleaning of the ventilation ducts is carried out with a robotic system and with certified sanitizing products. The plants access points are treated with UVC technology to annihilate the power of contamination of organisms that may enter.

Arrivals According to COVID-19 risk management, the process of disembarkation on foot, so-called "walk in walk out“, has been increased, according to routes and signs that allow a quick and safe process. Landings and transportation through the use of airport buses are safety too, as vehicles are regularly sanitized according to health protocols adopted by the handling companies.

Passengers and staff interactions

Automatic self-check-in desks are available for some airlines, otherwise for all other airlines passengers can safely refer to check- in desks. Check-in counters, information offices, boarding gates and other passenger contact points are provided with shields and staff wear protective masks and/or other protective equipment (protective glasses, disposable gloves, etc.) depending on the service performed.

Before security checks it is possible to use sanitation cabins that can neutralize viruses and bacteria without any risk for health.

MAP OF THE TERMINAL

FIRST FLOOR

Gate C19 - C20 Gate C16 - C18 ELEVATOR ESCALATOR STAIRS WELCOME WAITING AREA AREAS

TICKETING SALA INFORMATION TOILETS IDENTITY AFTER SECURITY CHECKPOINTS CARD AMICA BEFORE SECURITY CHECKPOINTS DEPARTURES

BANCOMAT ATM CHANGE TAX REFUND BAGGAGE BAGGAGE RECLAIM SERVICE

X L BAGGAGE SERVICE DESK EXTRASIZE CHAPEL SMOKING VIP LOUNGE AREA

FAST TRACK POLICE PASSPORT SECURITY CUSTOMS ARRIVALS CONTROLS CHECKPOINT Baggage reclaim area SECURITY ONLY

PHAFARMACY FIRST AID WATER NEWSPAPERS TRAVEL TOBACCONIST AGENCY

MARKET SHOPS BAR RESTAURANT TAXI

BUS

c

EXTRA SCHENGEN GATES ARRIVALS

EXTERNAL AREA NEW GATE AREA AFTER SECURITY CHECKPOINTS EXTRA SCHENGEN AREA BEFORE SECURITY CHECKPOINTS

BEFORE SECURITY CHECKPOINTS AFTER SECURITY CHECKPOINTS SHOPS, BAR, RESTAURANTS XL

BAGGAGE RECLAIM SERVICES GROUND FLOOR PASSENGER RIGHTS

Passengers whishing to check out Chart for Passenger Rights or to point out any disservice, such as denied boarding due to overbooking, flight cancellation or long delay, delayed delivery, lost or damage of luggage may refer to following link https://www.enac.gov.it/en/passengers/passengers- rights/complaints-in-case-of-denied-boarding-cancellation- or-long-delay-of. A Guide to passengers rights and all the necessary informations to send notifications are there available.

PRIVACY POLICY

Naples International Airport combines the quality and efficiency of services with the respect and protection of privacy in accordance with the Italian Privacy Code (Article 13 of Legislative Decree No.196/2003) and the European legislation under EU Regulation No. 2016/679 (GDPR). For any type of information or request regarding the exercise of your rights you may consult the website www.aeroportodinapoli.it/privacy-policy or contact the Privacy office at [email protected].

SERVICE GUIDE It is possible to acquire the Service Guide through the following link and QR Code: www.aeroportodinapoli.it/guida-ai-servizi

COMPLAINTS AND SUGGESTIONS comment complaint congratulation

It is possible to send a complaint or suggestions through: passenger meeters & greeters

• This link modulo reclami;

• Write an e-mail to [email protected] ;

• Verbal or written report at Customer Service desk;

• Write to: Gestione Reclami - Uffici Direzionali GESAC - Aeroporto di Capodichino 80144 Napoli – Italy; name and surname man woman • Callo on number 081.7896.259 (every day from 8:00 am to 10:00 pm. For written coplaint and suggestions you can use the form here besides. ***

We will thoroughly investigate your complaint and advise you of the address outcome of our investigation and any actions to be taken as a result, within 28 days of receiving your complaint. If your complaint is about services provided by a party other than GESAC SpA, such as Postal code city flight delays/cancellations, lost luggage etc., we will refer you to the relevant office. state country

GESAC S.p.A., as the“Controller” of the personal data related to complaints and suggestions system, based at Capodichino Airport, Naples informs you that, through this form, will proceed to personal data collection directly issued by you (including particular data) in phone email accordance with Article 13 of the GDPR and to DLgs 196/03, as detailed at the following link: https://www.aeroportodinapoli.it/privacyfeedback GESAC will process your personal data for the duration of the feedback management and, eventually, for a period not exceeding 5 years from the receipt of the feedback, flight time unless further conservation for a possible dispute. The data will be treated by personnell authorized by the Controller and third party companies that perform activities on behalf of the Controller, who act as Data Controllers. GESAC does not manage all airport services. Therefore, your data could be transmitted to the Companies that issue airport services, as autonomous Controllers (Airlines, Handler, Retailers). The person involved From/to benefits from the rights enacted by the articles 15-22 GDPR in the Feedback Privacy Notice available at the above mentioned link..

SIGNATURE DATE Ge.S.A.C. S.p.A. Uffici Direzionali Ge.S.A.C. Aeroporto di Capodichino 80144 Napoli - Italy www.aeroportodinapoli.it