Service Charter 2019 the 2019 Service Charter

SERVICE CHARTER 2019 THE 2019 SERVICE CHARTER

1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER 1.1 Toscana Aeroporti 3

1.2 Our 2019 Service Charter 5

1.3 Services provided and useful information for passengers 5

1.4 Integrated management system 6

1.5 Environmental policy 7

2. SECTION II - SERVICE CHARTER QUALITY INDICATORS 2.1 Quality indicators 9

2.2 Special assistance 13

3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS 19

GUIDES TO SERVICE

1. Getting to the Airport 21

2. Taxi, Chauffeur and Car Sharing services 23

3. Car rental 24

4. Airport parking 26

5. In-airport information 27

6. Airport services 27

7.Other services 29

8. Travel advice 36

9. Forms for suggestions and complaints 43 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

TOSCANA transported in 2017 and 95 destinations served by 37 airline companies, Tuscany AEROPORTI can count on one of the most important airport systems in the country, capable of 1.1 Toscana Aeroporti S.p.A., the company acting as a driving force for the economic that manages the Florence and Pisa Air- development of the territory which is ac- port, was incorporated on 1 June 2015 claimed as one of the most famous and through the merger of AdF - Aeroporto appreciated regions in the world. di Firenze S.p.A. (the company managing the Amerigo Vespucci Airport of Floren- Toscana Aeroporti is responsible for the ce) with SAT - Società Aeroporto Toscano following activities: S.p.A. (the company managing the Gali- leo Galilei Airport of Pisa). • Planning, implementation and maintenance of the airport Following the merger of the two airport infrastructures (runways, aprons), the companies, the integrated airport system terminals and the other infrastructures of Tuscany was set up which, through the used by passengers and operators; different specialisations of the Florence and Pisa Airports and their ongoing deve- • The development of commercial lopment thanks to important infrastructu- activities (stores, bars and restaurants, ral investments, strives to satisfy the un- etc.); met demand for flights in this Region, today estimated as approximately 50%, • Other airport services operated by and to create an authentic gateway into third parties (tourist information, VAT Tuscany. reimbursement service, etc.).

In the long term, Toscana Aeroporti in- In both the Pisa and Florence airports, the tends to reach more than 130 destinations handling activities are carried out by To- around the world by 2029, with 45 airline scana Aeroporti Handling Srl, a company companies and 160 flights daily. Both air- established in 2018 and 100% controlled ports will maintain their specific air traffic by Toscana Aeroporti SpA, in the aim of specialisation: the Vespucci airport conti- providing ground handling services to nues to develop business and leisure traf- airlines (acceptance, boarding and disem- fic through the full-service carriers, con- barking of passengers, loading and unlo- necting up to the main European hubs; ading of baggage, loading and unloading the Galilei airport gives priority to tourist of cargo and mail, assistance to aircraft traffic operated by low-cost carriers, and during parking) in line with the quality cargo flights, and it will also concentrate standards set by the companies, and en- on the development of intercontinen- suring the highest level of quality of the tal flights. With 8,1 million passengers services, constantly verified by audits and

3 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

inspections by both customers-carriers airport infrastructures (runways, aircraft and by Toscana Aeroporti itself. aprons), terminals and other infrastructu- Finally, Toscana Aeroporti Engineering is res used by passengers and operators at active in the design and construction of the Florence and Pisa Airports

4 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

OUR 2019 SERVICE mitment for the continual improvement of its performance, and for this reason it ap- CHARTER plies an integrated Quality System in compliance with the provisions established by 1.2 The main objective of Toscana Aeroporti is the UNI EN ISO 9001:2015 standard, and to guarantee efficient and reliable services BSI OHSAS 18001 standard of Social Re- for passengers, as well as to interpret the sponsibility, in compliance with the SA8000 needs expressed by its stakeholders, and standard of environmental management in grasp their implicit needs, taking steps to compliance with the requirements of the constantly satisfy them in full. Guided by UNI EN ISO 14001 standard. this objective, Toscana Aeroporti adopts the principles, standards and solutions that The Service Charter of the Florence Air- constitute the international “best business port is published by Toscana Aeroporti to practices” for social responsibility, equality, communicate to passengers the quality le- impartiality and non-discrimination, as well vels of the services offered in the context as for the protection of health, safety, the of its quality management system and in environment, and for the quality manage- compliance with the general reference fra- ment of the services provided. Toscana Ae- mework set out in the Service Charter of roporti intends to consolidate its own com- the Transport sector (DPCM 30.12.1998).

SERVICES garding the dedicated areas and airport services. AND USEFUL At the airport there is a free Wi-Fi con- INFORMATION FOR nection service for 12 hours of navigation, 1.3 PASSENGERS via which it is possible to connect to the airport website to view the Service Char- All information regarding the services of- ter and the Service Guide and to access fered by Toscana Aeroporti are available the flight information in real time. on the Company’s website at www. tosca- In the airport, information brochures on na-aeroporti.com, in the Florence Airport Passenger Rights are available for users section. The complete list of the services in accordance with Regulations (EU) offered can be found in the “Guide to the 261/2004 and 1107/2006, as well as all the Services” attached to this Service Charter. information required by current legislation Special attention is reserved for passen- on air transport (prohibited items, internal gers with disabilities or reduced mobility: signage for PRM – Passenger Reduced on the website there is a specific section Mobility, passenger baggage info etc.). containing all the useful information re- The airport is open to the public every day

5 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

from 4.00 am until 12.30 am or until the For any other information, passengers time of arrival/departure of the last flight may contact the airport directly on the fol- of the day. lowing numbers The airport has short-stay and long-stay parking. Short-stay parking is free for the first 10 minutes, long-stay parking for the Switchboard: first 15 minutes. Reserved parking spaces Tel: +39 055 30615 are available for Passengers with Reduced Mobility (PRM). Customer Service: For detailed information on how to get Tel: +39 055 3061830 to the airport, parking times and rates, public services (including taxis, chauffeur- Tourist information: services, car sharing and car rental) please Tel: +39 055 315874 consult the Guide to Service.

TEGRATED concessions through effective management of the existing infrastructures, MANAGEMENT identifying areas for expansion and in- 1.4 SYSTEM frastructure development to meet the needs of stakeholders Together with our Integrated Manage- ment System, we are committed to conti- HEALTH AND SAFETY nuous improvement through the following • Preventing, through the Health and key elements: Safety Management system, the occur- rence of accidents and injuries in the QUALITY Toscana Aereoporti’s area of respon- • Pursuing continuous improvement of sibility (airport site and related areas the service we offer in terms of internal under ownership) in performing the and external customer satisfaction. airport activities. • Ensuring internal efficiency through • Committing to acting fully in line with streamlining of the processes and or- mandatory and non--mandatory regu- ganisational resources. lations for health and safety relating to • Guaranteeing suitable and effective activities within the airport site mana- internal and external communications. ged by Toscana Aeroporti. • Improving Toscana Aeroporti’s visibility • Promoting best practice and adheren- and image within the market. ce to international standards and pro- • Consolidating and optimising airport cedures to third parties operating at

6 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

the airport, to ensure the health and CORPORATE RESPONSIBILITY safety of all airport users. • Not using or supporting the use of • Committing to periodic performance child labour or forced labour. reviews to improve results in terms of • Selecting, hiring, training, remunera- protecting the health and safety of any ting and managing employees without persons present at the airport, whate- any discrimination. ver capacity, within Toscana Aeroporti’s • Ensuring a safe and healthy work en- area of responsibility. vironment. • Communicating the Toscana Aeroporti • Guaranteeing that working hours, di- health and safety policies to all airport sciplinary procedures and remunera- users, including passengers, employe- tion systems are in line with legislation, es, contractors and third parties. relevant employment contracts, union • Providing the relevant organizational agreements and industry standards. health and safety information to all • Protecting the right of freedom of as- interested parties: the National Heal- sociation and the right to collective th Service (ASL), the Fire Brigade (VV. bargaining. FF), and the National Institute for the • Ensuring that suppliers, contractors Prevention of Accidents (INAIL), public and third parties adopt the same stan- administrations, etc.. dards as Toscana Aeroporti whilst on • Carrying out periodic revisions of the the airport site. health and safety commitments to en- • Aiming for continuous improvement of sure they are in line with the airport’s the system to manage Corporate Respon- organisational and infrastructure deve- sibility, adhering to national legislation lopment. and other international norms and procedures as listed in the SA8000 standard.

ENVIRONMENTAL airport on the surrounding area as much as possible. With the aim of attaining POLICY ISO14001 environmental certification in 2019, Toscana Aeroporti has been im- Toscana Aeroporti is committed to obser- plementing the Environmental Manage- 1.5 ving the relevant applicable environmen- ment System (EMS), for ensuring a correct tal legislation, preventing pollution and monitoring system of the environmental continuously improving its environmental aspects, preventing pollution and redu- management system. cing the impact of the airport infrastructu- Over the 2018 financial year, Toscana Ae- res under concession in the territory as roporti invested significantly in resources much as possible. In fact, the EMS involves to reduce the environmental impact of the the measuring of environmental impact

7 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

generated by the airport and aeronautical the results of the acoustic monitoring as activities (including noise, energy consu- well as information regarding the central mption, waste), via the use of appropriate units located around the airport, are pu- numerical indicators able to quantify the blished in a special section on the Toscana extent of the impact and adopt internal Aeroporti website. procedures to guarantee the implemen- In terms of waste management, Toscana tation of appropriate actions in case of Aeroporti is committed to improving its potential or effective onset of significant waste management system and imple- environmental impact. menting differentiated collection. The The main objective of the company it to company confirms its commitment to protect the environment, minimising its improve the waste collection and stora- impact through the adopting of the latest ge areas as well as the disposal methods technology and optimising the use of re- and implementation of measures aimed at sources. Toscana Aeroporti is also com- raising awareness of all the subjects ope- mitted to constantly improving its energy rating within the airport environment. In performance via the use of low-consump- fact, the company has involved in monito- tion lighting systems (e.g. LED technolo- ring the production of waste by the food gy, Building Management, photosensitive and retail sub-concessions, in relation to cells, etc.) as well as high-performance air their observance of the instructions issued conditioning systems. In relation to acou- by Toscana Aeroporti concerning differen- stic pollution, the airport has a system for tiated waste collection, requesting that all monitoring noise levels at and around the new contracts include an appropriate clau- airport and controlling compliance with se and providing instructions for the use for checking adherence to the noise limi- of the areas allocated to waste storage. tation parameters for aircraft taking off, All special, dangerous and non-dangerous with any deviations communicated to the waste produced in the airport is managed relevant authorities. Periodic reports with in accordance with the legal provisions.

8 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

QUALITY ch we publish a 2019 objective exceeding 95% (indicators n. 1, 2, 26), i.e. an even INDICATORS greater objective than the “excellent” result of 95%, are indicators whose objecti- 2.1 The Service Charter includes a series of ve was already equal to, if not exceeding, quality indicators applicable to all Italian 95% in 2018. For other indicators, such as airports, which describe and measure the n. 10, 11, 12, and 23, due to a very positi- performance of services through periodic, ve 2018 result, but with a 2018 objective objective audits and by analysing passen- below 95% (excellence), the 2019 objecti- ger perception of quality. ve was raised up to 95% compared to the previous year for indicators n. 10, 11, and The following pages present the 2018 re- 12, and to 94% for indicator n. 23. Where sults and the objectives for 2019 in terms actual results have not reached the 2018 of qualitative and quantitative indicators, objective or have reached with reduced as laid out in the Airport Operator Service margins, the objectives of the previous Charter, and in the GEN-06 and GEN-02A year have still been confirmed. The ma- circulars as per the ENAC procedure. nagement company agrees to consider the analytical data on satisfaction for a Toscana Aeroporti has defined its objecti- more effective assessment of the results ves based on levels of passenger sati- of the Customer Satisfaction survey. As sfaction in the previous year, measured regards handling service time indicators, through interviews with arriving and 2019 objectives have been defined by To- departing passengers. The range of re- scana Aeroporti based on the actual per- sponses available to record passenger formance recorded during the year, after evaluations were divided into six catego- analysing the data surveyed and in consi- ries: terrible, highly unsatisfactory, unsati- deration of both traffic forecasts and the sfactory, satisfactory, good, and excellent. events that affected or will affect airport The data collection process in 2018 was operations in the course of 2019. carried out by an appropriate research During the survey, attention was paid to organisation, with data collected from a the global service provided by Toscana representative sample of arriving and de- Aeroporti, as well as the additional servi- parting passengers. ces provided by other companies in the airport structure. The 34 indicators asses- Objectives for 2019 have been defined sed were grouped into the 9 following by taking into account that, for indicators quality factors, in line with the ENAC showing actual values well above 95% - GEN-06 circular: which is already an excellent result itself - objectives have been increased compa- • Travel safety; red to 2018, and in some cases brought to • Personal safety and safety of baggage/ values of over 95%. The indicators for whi- belongings;

9 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

• Punctuality of the service (and vehicles • Informing customers of the resul- where applicable); ts achieved by updating the Service • Cleanliness and hygiene; Charter on an annual basis. • Level of comfort at the airport; • Additional services; Completing the operations for revamping • Customer information; the airport areas for passengers after the • Checkpoint services (check-in. security, security checks, in 2018 the availability of passport control) seating has been increased by 124 units • Integration/connection of public transport. in gate-access areas, with the installation of sofas also fitted with phone recharging In In this way Toscana Aeroporti commits to: points. In addition, the seating in the boar- • ding areas has been replaced with seats fit- • Establishing and publishing its service ted with phone recharging points. In rela- levels; tion to the toilets, in 2018 the Family Room • Acting in pursuit of these levels; was set up with 1 toilet for adults, 1 toilet • Consistently monitoring the service levels; for small children and a changing table.

QUALITY INDIC. PROPOSAL 2019 INDICATOR MEAS. UNIT 2018 RESULT FACTOR N. OBJECTIVE

Global perception of Travel the security service for % of satisfied passengers 99,1 96,0 security 1 passengers and hand baggage

Personal Global perception of and property 2 passenger and property % of satisfied passengers 99,6 96,0 security security in the airport

Global timeliness of % of flights on time/ 3 flights Total departing flights 68,2 77,0 Global amount of baggage wrongly handled at departure n. of baggage units Regularity of 4 (baggage not boarded) wrongly handled/1,000 0,2 0,2 service by the airport, departing pax (and only timeliness of under the Operator’s ansportation) responsibility

Time in minutes from Time to first baggage aircraft block-on to 5 claim from aircraft delivery of first baggage 24’ 14’’ 24’ block on in 90% of cases

10 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

FATTORE NUM. INDICATORE UNITÀ DI MISURA RISULTATO 2018 OBIETTIVO 2019 DI QUALITÀ INDIC.

Time in minutes from 6 Time to last baggage aircraft block-on to claim from aircraft delivery of last baggage 28’56’’ 29’ block on in 90% of cases Regularity of service (and Waiting time on board Waiting time in minutes timeliness of 7 to first passenger from block on in 90% of 5’ 11’’ 5’ 45’’ ansportation) disembarkation cases

Global perception of regularity and % of satisfied passengers 8 timeliness of services 97,8 95,0 received in airport

Perception of toilet 9 cleanliness and good % of satisfied passengers 94,7 95,0 Cleanliness operating conditions and hygiene Perception of global air 10 terminal cleanliness % of satisfied passengers 99,4 95,0

Perception of baggage 11 trolley availability % of satisfied passengers 97,4 95,0

Perception of the efficiency of passenger transfer systems % of satisfied passengers Comfort 12 97,6 95,0 during stay in (escalators, lifts, people airport mover, etc.) Perception of the 13 efficiency of air % of satisfied passengers 96,8 95,0 conditioning systems Perception of the global 14 level of comfort in the air % of satisfied passengers 96,6 93 terminal

Perception of wi-fi 15 connectivity in air % of satisfied passengers 69,9 85,0 terminal

Perception of availability of mobile device (cell 16 phone/laptop) charging % of satisfied passengers 78,5 92,0 stations in common areas, if available

Additional % of arriving/departing services Compatibility of coffee passenger flights compatible 17 shop opening times with with the opening times 100,0 100,0 airport opening times of coffee shops in the respective areas

Perception of the 18 adequacy of smoking % of satisfied passengers n.p. n.p. areas, if available

Perception of the 19 availability of free drinking n.p. n.p. water dispensers, if % of satisfied passengers available

11 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

QUALITY INDIC. PROPOSAL 2019 INDICATOR MEAS. UNIT 2018 RESULT FACTOR N. OBJECTIVE

Perception of availability/ 20 quality/prices of shops and % of satisfied passengers 95,5 94,0 newsagent’s shops

Additional services Perception of availability/ 21 quality/prices of bars and % of satisfied passengers 92,4 92,0 restaurant

Perception of availability 22 of drink/snack vending % of satisfied passengers 95,2 94,0 machines, if available

Easy to browse and 23 updated website % of satisfied passengers 97,7 94,0

Perception of 24 effectiveness of % of satisfied passengers 86,4 92,0 operating info points Perception of clarity, Customer comprehensibility and information 25 effectiveness of internal % of satisfied passengers 95,2 93,0 signage

Perception of staff professionalism (info 26 point, security) % of satisfied passengers 98,9 96,0

Global perception of effectiveness and accessibility of 27 public information % of satisfied passengers 96,7 95,0 services (monitors, announcements, internal signage, etc.)

Percezione sul servizio 28 biglietteria % of satisfied passengers 95,1 92,0

Waiting time (in minutes) 22’ 38’’ 23’ 29 Waiting time at check-in in 90% of detected cases

Perception of waiting Desk/Gate 30 % of satisfied passengers 97,0 94,0 services time at check-in

Waiting time at security Tempo di attesa in minuti 31 checkpoint lines nel 90% dei casi rilevati 5’49’’ 5’

Perception of waiting time % of satisfied passengers 32 at passport control 86,4 88,0

Perception of clarity, comprehensibility and 33 effectiveness of external % of satisfied passengers 88,0 93,0 signage Modal integration Perception of adequacy of 34 city/airport connections % of satisfied passengers 77,9 93,0

12 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

SPECIAL INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA) DISABILITY ASSISTANCE CODES 2.2 INTRODUCTION • WCHR (Wheel Chair Ramp): Passenger The European regulation 1107/06 (from able to walk by him/herself inside the the DOC 30 ECAC and from the relevant plane as well as walk up and down ENAC circular) defines a person with a di- stairs, but who requires a wheelchair sability or a person with reduced mobili- or other means of transport to move ty (PRM) as “any person whose mobility long distances inside the airport; when using transport is reduced due to • WCHS: (Wheel Chair Stair): Passenger any physical disability (sensory or locomo- able to walk by him/herself inside tor, permanent or temporary), intellectual the plane, but who cannot walk up disability or impairment, or any other cau- or down stairs and who requires se of disability, or age, and whose situa- a wheelchair or other means of tion needs appropriate attention and the transport to move inside the airport; adaptation to his or her particular needs • WCHC (Wheel Chair Completely): of the service made available to all pas- immobilised passenger requiring sengers”. a wheelchair to move about and The EC Regulation 1107/2006 is based on assistance from the time of arrival in the principle that these passengers have the airport until the end of the flight, the same rights as non-disabled passen- as well as to exit from the airport; gers – the right to free movement, free- • DEAF: Passenger with hearing dom of choice and non-discrimination. It difficulties or hearing and speaking stipulates that disabled persons and per- disability; sons with reduced mobility (whether due • BLIND: Passenger with visual impairment; to a disability or other factors) can travel • DEAF/BLIND: Passenger with visual by air in the same or similar conditions as and hearing disability who requires other passengers, without being excluded the assistance of an accompanying on the basis of their disability or physical person to move around; condition, except for reasons which are • STCR: Passenger who can only be justified on the grounds of safety and pre- transported on a stretcher; scribed by law. The Regulation respects • MEDA: Passenger who requires the fundamental rights of the European medical assistance; Union and observes the principles outli- • MAAS: all other passengers in need of ned its Charter of fundamental rights. special help but not covered by other Toscana Aeroporti offers special assistance points listed; without any additional cost, providing trai- • DPNA: Passenger with intellectual or ned staff and suitable transport inside the developmental disability requiring airport terminal and around the airport. assistance.

13 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

SERVICES AVAILABLE IN THE TERMINAL Passengers may advise the airport of their Firenze Airport provides the following de- arrival at the terminal via the external call dicated facilities to disabled or reduced points or at airport staff within the time- mobility passengers: scales required by the airline (or at least 1 hour before the departure of their flight). • 6 reserved, free-of-charge parking They will then be accompanied throu- spaces (for disabled badge holders) ghout the necessary pre-flight procedu- next to the entrance/exit doors and res and at arrival, in accordance with the two parking spaces near the taxi area; timescales defined by legislation (DOC • 13 reserved, free-of-charge parking 30 ECAC). If assistance services have not spaces in the long-stay car park (for been pre-booked (or have been booked disabled badge holders); later than the 48 hours stipulated), Tosca- na Aeroporti guarantees the same assi- • Wheelchairs available within the stance services, but with longer waiting terminal; times (as long as there are suitable seats • Airport first aid/medical service; still available onboard the flight).

• Dedicated toilets; ASSISTANCE • Accessible ATM; At departure - staff are available at the • Alternative routes through security (to airport (at no additional cost) to personally enable passengers with pacemakers and accompany passengers during pre-bo- wheelchairs to carry out these checks); arding procedures, from the moment of arrival at check-in (or designated areas) • ‘Ambulift’ service - Elevating platform through customs, security and during any to enable aircraft boarding for potential periods of waiting (if required), wheelchair passengers, together with and boarding the aircraft (including use of other special vehicles. elevating platforms). Staff are committed to meeting every rea- REQUEST FOR ASSISTANCE sonable request from passengers, to offer Assistance is guaranteed to disabled or a complete, continuous and efficient ser- reduced mobility passengers (PRM) within vice throughout the entire departure pro- the waiting times outlines by legislation cess within the terminal. and without an additional cost. Assistance At arrival - staff are available at the air- (for departures and arrivals) will be gran- port to assist passengers during all the ted when it has been explicitly requested processes following arrival at the airport, and specified by the passenger when from the moment of disembarkation (via booking the flight from the airline/travel elevating platform) to baggage reclaim agent/tour operator (or in any case at le- and from customs to their ongoing tran- ast 48 hours before the departure of the sport at the arrivals area of the passenger flight in question). terminal (or designated area).

14 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

CALL POINTS TRAVELLING WITH A WHEELCHAIR Passengers should alert the airport to To ensure the best possible travel expe- their presence using one of the following rience, reduced mobility passengers tra- call points: velling with a wheelchair should let the airline know the type, weight and dimen- • Call points located in front of the sions of the wheelchair at the time of bo- terminal in departures and/or arrivals; oking at least 48 hours prior to departure. • Customer Service desk; This information must be supplied to the • Check-in desk; airline company at the same time as making the booking. • Lost & Found Office; In addition, if the wheelchair is battery-o- • Parking kiosk; perated, during check-in the passenger must take care of disconnecting the • Help phone in the area dedicated to power supply cables and the wheelchair PRM in the departure hall. must be arranged to ensure loading in the hold in line with safety requirements. PRM who have booked assistance and no- For further information relating to spe- tified their arrival from one of the above cial assistance, passengers may write call points, will be met there by dedicated to: [email protected] or call trained staff to assist them throughout the 055/3061709. pre-departure procedures. Dedicated ‘priority’ seating is available to disabled or re- The following are the six quality indicators duced mobility passengers inside the ter- for services to PRM: minal, identifiable by appropriate signage. • Efficiency of assistance services;

DISABLED MINORS • Safety of the passenger; Minors with disabilities or reduced mobility will be provided with the same assistance • In-airport information; as all other PRM, Procedures in force for • Communication with passengers; unaccompanied minors will be implemented where necessary, depending on the • In-airport comfort; passenger’s disability as verified by check- • Conduct/behaviour. in or other airport staff.

15 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

QUALITY INDIC. PROPOSAL 2019 INDICATOR MEAS. UNIT 2018 RESULT FACTOR N. OBJECTIVE

For departing PRM with pre-notification: Waiting time to receive 1 assistance from one of Waiting time (in minutes) 10’ 21’’ 7’ 30” the designated points in 90% of cases in the airport, in case of pre-notification

For departing PRM without pre-notification: Waiting time to receive Waiting time (in minutes) 2 assistance from one of 11’ 23’’ 8’ the designated points in 90% of cases in the airport, after notifying one’s presence Efficiency of assistance services

For arriving PRM with pre-notification: Waiting time on board 3 for disembarkation Waiting time (in minutes) 7’ 10’’ 8’ of PRM after in 90% of cases disembarkation of last passenger

For arriving PRM without pre- notification: Waiting time on board for Waiting time (in minutes) 4 disembarkation in 90% of cases 7’ 02’’ 8’ of PRM, after disembarkation of the last passenger

Perception of the state 5 and operating conditions % of satisfied PRM 99,7 96,0 of airport vehicles/equipment Personal safety Perception of the 6 adequacy of staff training % of satisfied PRM 100,0 96,0

Accessibility: amount of essential information accessible for sight, % of essential information 7 hearing and motor accessible over total 98,1 98,0 impaired persons over amount of essential total amount of essential information information Information in the airport Completeness: amount of information % information/ and instructions on the instructions concerning 8 services offered, services in an accessible 98,1 98,0 available in an accessible format over total format over total amount amount of information/ instructions

16 2. SECTION II - SERVICE CHARTER QUALITY INDICATOR

FATTORE NUM. INDICATORE UNITÀ DI MISURA RISULTATO 2018 OBIETTIVO 2019 DI QUALITÀ INDIC.

Perception of the effectiveness and Information in accessibility of the airport 9 information, % of satisfied PRM 98,6 95,0 communications and internal airport signage

Number of answers given within pre-established % answers given within 10 times over total number preset time over total 100,0 97,0 of requests of information number of requests Communication received with passengers

Numero di reclami ricevuti 11 rispetto al traffico totale % of complaints received 0,04 0,04 di PRM over total PRM traffic

Perception of 12 effectiveness of PRM % of satisfied PRM 98,7 96,0 assistance

Perception of the level of accessibility and usability of the airport infrastructure: Comfort 13 % of satisfied PRM 92,8 95,0 during stay in parking, interphones, airport dedicated lounges, sanitary services, etc.

Perception of spaces 14 dedicated to PRM halls % of satisfied PRM 90,9 93,0 (e.g. dedicated lounge)

Perception of staff courtesy (infopoint, 15 security, personnel % of satisfied PRM 99,7 96,0 dedicated to special assistance) Relational and behavioural aspects Perception of professionalism of the personnel dedicated to 16 the delivery of special % of satisfied PRM 99,7 96,0 assistance services for PRM

17 2. SEZIONE II - GLI INDICATORI DELLA CARTA DEI SERVIZI 3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS

Florence Airport has implemented the (e.g. copy of airline tickets, receipts, etc.). collection and response system for re- Each complaint is analysed individually by quests, comments and complaints from the designated offices of Toscana Aeroporti; passengers and customers, in compliance if the technical investigation reveals the with the Quality Integrated Management responsibility of the Operator (e.g. damage System of Toscana Aeroporti. All the com- to property, injury, lack of PRM assistance, munications are examined with the ut- incorrect information to the public) the most attention by the top management of same will evaluate, on a case-by-case basis, the company. the individual cases giving entitlement to compensation, the different methods and Toscana Aeroporti has implemented the amount of reimbursement, involving its own following contact methods for the Pisa insurance reference, where applicable, and Airport: possibly the Airline company.

• the form for suggestions and With the aim of executing timely service complaints, available in the Guide to quality control, Toscana Aeroporti, will the Services of this Service Charter, to periodically provide summary reports of be sent by mail to: Toscana Aeroporti complaints received, listed by type and S.p.A, Firenze, Via del Termine no. 11, expanded to provide the most significant or by email to details. [email protected]; Passenger complaints relating to the violation of the Passenger Rights Charter • Online form to be filled in on the should be forwarded directly to the website of the Florence Airport in the Airline with which they have stipulated the section “Service Charter”. transport contract. Complaints about services provided by • The email info@aeroporto. firenze.it for third parties will be forwarded by Toscana every other type of communication. Aeroporti to the appropriate recipients. Toscana Aeroporti will monitor this process Toscana Aeroporti will reply to clients who in order to guarantee a response for the have left their contact details within 30 wor- passenger making the complaint. king days of their initial communication. In the case of criminal offences (e.g. theft or With the aim of increasing the speed and personal injury) the Airport Police should be effectiveness of verifying facts and providing contact. responses, passengers are encouraged As part of protecting passengers, there is an to provide a detailed account of events ombudsman/conciliation office available in and copies of all documents related to Florence. This office is a non-judiciary entity the communication useful for objective to resolve disputes between businesses confirmation of the contents of the claim and customers in an amicable manner. The

19 3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS

advantages of this service include simple OMBUDSMAN and informal procedures, a reduction in Tel: 055 2387800 the time required to resolve disputes and a Fax: 055 210230 reduction of the costs involved. Email: [email protected]. toscana.it MEDIATION AND CONCILIATION SERVICE/ FLORENCE CHAMBER OF COMMERCE Tel: 055 2392134 Email: [email protected]

20 GUIDE TO SERVICES

GETTING TO THE AIRPORT 1 Amerigo Vespucci (Florence) airport is 4 km from the centre of Florence and easily reachable from the city by car (taxi, chauf- feured services and car sharing) and by bus. The airport is also well connected to the main national road, motorway and rail networks.

BY CAR The airport is only 4 km from the city and is easy to get to by car. From the city take Viale Alessandro Guidoni until you reach the motorway junction Firenze Nord/Firenze Mare (A1 and A11). The airport is well-linked to other locations in Tuscany, thanks to its proximity to the road junction.

BY BUS

Bus stop (Florence): Weekday, Sunday/ Operator: Journey time: Santa Maria Novella public holiday Busitalia Nord approx. 25 minutes Station; timetable 800-424500 SITA Bus station (every 30 minutes) (from landline) 8:00 pm / midnight 199-104245 (every 60 minutes) (from mobile against payment) www.fsbusitalia.it

21 GUIDE TO SERVICES

BUY TRAMWAY From February 11th 2019 the new tramway connection T2 between the Florence airport and the City Centre is operational. The new tramway service represents a comfortable and ecologic way of connection thanks to the stop close to the airport terminal, to the frequency and to the speed of the rides.

Airport - Florence Centre

Terminal at Florence Monday - Tuesday Timetable: Company: Transit time: Airport 05.06 am - 11.59 pm GEST 20 minutes Airport terminal Friday - Saturday Timetable: 800.964424 05.06 am - 01.44 am 199.229300 (mobile) Sunday and Holiday Timetable: www.gestramvia.com 05.06 am - 11.59 pm Frequency: www.gestramvia.com

Florence Centre - Airport

Terminal in Florence Monday - Tuesday Timetable: Company: Transit time: Piazza dell’Unità Italiana 05.00 am - 00.25 pm GEST 20 minutes Friday - Saturday Timetable: 800.964424 05.00 am - 02.00 am 199.229300 (mobile) Sunday and Holiday Timetable: www.gestramvia.com 05.00 am - 00.25 pm Frequency: www.gestramvia.com

22 GUIDE TO SERVICES

TAXI, CHAUFFEUR AND CAR SHARING SERVICES 2

TAXIS Taxi ranks are located in front of the airport and can be called on “RadioTaxi” at the phone numbers of the various companies operating in the territory: 055 4242 / 055 4390 / 055 4798. There is a fixed rate for journeys between the airport and the city centre and main hotels, while other destinations are subject to the fees as displayed inside the taxi. The journey time between the airport and Firenze city centre may vary according to traffic conditions, but on average is around 15 minutes.

CHAUFFEUR SERVICE The following companies at the airport offer cars for hire with drivers:

CO.A.VE Opening hours: 8.00 am – 8.00 pm / Tel: 055 340159 / Fax: 055 318323

GIULIANI Opening hours: 9.00 am – 9.00 pm / Tel: 055 5001552 / Fax: 055 5001552 / Mobile: 330 271646

23 GUIDE TO SERVICES

CAR SHARING The car-sharing service is operated by Car2Go and Share’ngo. Cars are located in the short-stay P1 car park in front of the arrivals area of the terminal.

CAR RENTAL

3 Car rental services are located close to the airport in Via Palagio degli Spini. There is a free shuttle bus service between the terminal which runs approximately every 15 minutes. The stop for the shuttle is in the short-stay car park, just outside the terminal.

In 2018, the area of Palagio de gli Spini underwent important development of the new offices of the car rental companies which was completed in September, co- vering an overall surface area of 420 sqm. The goal was to improve the services to passengers and the work environment.

In 2019 further works will be carried out involving the renovation of the parking areas, increasing the parking spaces to 200 units, plus a new access control system and new signage.

It is also possible to fire a car directly from the airport website. The following compa-

24 GUIDE TO SERVICES

nies provide car rental at the Florence Airport:

AUTO EUROPA / SICILY BY CAR Opening hours: 8.00 am/11.00 pm Sunday 8.00 am/9.00 pm Telefono: 055.3436031

AVIS Opening hours: 8.00 am/11.00 pm Telefono: 055.315588

SIXT Telefono: 199.291929

EUROPCAR Opening hours: 9.00 am/11.00 pm Telefono: 055.318609

HERTZ / DOLLAR / THRIFTY / FIREFLY Opening hours: 08.30/22.30 Sat.& Sun. 9.30 am-10.30 pm Telefono: 055.307370

MAGGIORE Opening hours: 8.30 am/10.40 pm Telefono: 055.311256

WINRENT Opening hours: 8.30 am/9.30 pm Sunday 8.30 am-1.00 pm/4.00-8.00 pm Telefono: 055.309790

GOLDCAR Orario: 8.00 am/11.00 pm Telefono: 199.151.151

LOCAUTO / ENTERPRISE NATIONAL / ALAMO Opening hours: 8.00 am/11.00 pm Telefono: 348.7815800

25 GUIDE TO SERVICES

P AIRPORT PARKING 4 There are short-term (P1) and long-stay (P2) car parks in front of the Passenger Terminal.

Per You can pay for your parking using the automatic pay machines located in both car parks, or at the manned kiosk in P2. Free access is given to disabled parking spaces for disabled badge holders. Parking costs vary according to the choice of car park and length of stay.

26 GUIDE TO SERVICES

IN-AIRPORT WI-FI There is a free Wi-Fi service for up to 12 i INFORMATION hours available across the passenger terminal. To access the internet or download 5 TOURIST INFORMATION emails, enable the wireless network search The tourist information desk (managed option on your Wi-FI enabled device and by APT Firenze) is located to the left of connect to the “Airport-Free-Wifi”. the arrivals area and is open to the public from Monday to Sunday from 9:00 am un- “TOSCANA AEROPORTI APP” til 7:00 pm (closed on Easter Day, Christ- (DOWNLOADABLE FROM PLAY mas Day and the 1st of January). STORE AND APPLE STORE) A large range of leaflets and printed ma- It is possible to download the official “To- terial is available (guides, city and provin- scana Aeroporti App”, available on both cial maps, events calendars etc.) in addi- Android and iOS devices. The App pro- tion to updates about flights. vides information about the Florence and Pisa airports. TOURIST INFORMATION Tel e fax: 055.315874 Thanks to the App it is possible to: Email: [email protected] TOSCANA AEROPORTI CUSTOMER • Monitor departing/arriving flights from SERVICE and to both airports; Tel: 055.3061830 • Obtain information about transport to WEBSITE and from the airports; www.toscana-aeroporti.com • Discover all the services, shops and bars and restaurants in the airports; For real-time flight status information, you • Receive news about the airports and can register your contact details on the the flights. website – the system will send you messa- ges about your flight.

AIRPORT SERVICES LOST LUGGAGE For help with lost luggage, go to the Lost & Found desk situated in the baggage re- AIR TRAVEL TICKET OFFICE: claim area to being locating your luggage. 6 The Alisud ticket office is located on the The Lost & Found service will endeavour first floor of the Passenger Terminal, open to locate baggage for the first five days, from 4.30 am until the departure of the delivering found luggage to the address last flight for the day. indicated by the owner.

27 GUIDE TO SERVICES

Once the process has been initiated, pas- Guests may use the self-service open bar, sengers will be updated via a text service. browse a wide range of magazines and After this 5-day period, passengers must newspapers (In Italian, English, French, contact the airline they travelled for further German and Spanish) information. They can monitor the pro- They also have use of the free Wi-Fi servi- gress of the search in real time by entering ce and access to SKY TV. The lounge also a code on the appropriate website page provides a workstation equipped with an internet-enabled computer. Access to the LOST LUGGAGE lounge is restricted to those with boar- Tel: 055 3061300 ding passes valid for this service, and to Opening hours: 8.00 am - 9.0 am / 3.00 members of accredited programs (Priority pm - 4.00 pm Pass, Lounge Club, Lounge Pass, Diners Fax: 055 3061664 Club International, LoungeKey, Dragon Pass and GIS). Passengers may also pur- LEFT LUGGAGE SERVICE chase one-off tickets to the VIP lounge Not available from the Alisud ticket office, and from the Giunti bookshop located after security. BAGGAGE WRAPPING Operated by Truestar SecureBag, this ser- VIP ASSISTANCE vice is located on the first floor of the ter- To organise assistance for VIPs contact: minal in the check-in area. It is available [email protected]. from the opening of the first check-in until closing of the last check-in for the day. AIRPORT FIRST-AID: This service is located on the ground floor BAGGAGE TROLLEY SERVICE of the terminal and is in operation during Free of charge all the airport opening hours.

OUR “VIP CLUB” LOUNGE CARGO This lounge provides guests with an area Situated next to the terminal in Via del to relax or work before boarding their fli- Termine. ght. It is located on the first floor of the ALHA Air Lines Handling Agents S.P.A terminal, in departures. Tel: 055 300559

28 GUIDE TO SERVICES

OTHER SERVICES the airport opening hours until the departure of the last flight for the day. BARS AND RESTAURANTS 7 In the retail area on the ground floor near the check-in desk (also accessible to those not boarding flights), there are two bars/restaurants for customers. Bar Risto- TOBACCO AND NEWSAGENT rante Baccanale Firenze offers coffee and Located before the security checks on the a selection of quick meals with authentic ground floor is the “Relay” convenience Tuscan flavours (open throughout airport store, whereas the sales outlet “Giunti al opening hours). PEZZOFORTE offers in- Punto” is on the first floor after security ternational cuisine and healthy food in a where you can buy national and foreign modern and sophisticated setting. newspapers magazines, as well as tobacco and cigarettes (currently only available at Giunti).

CASH MACHINES There are two cash machines in the departure area. One of these is accessible for passengers with reduced mobility. Another cash machine is located in the gate area.

After check-in, while waiting for your flight, EXCHANGE AND VAT REFUNDS a MyChef on the first floor, serves lunches Best & Fast Change offers an in-airport and dinners while comfortably seated by exchange service in the departure area on the large windows overlooking the runway. the ground floor. You can also obtain tax refunds with Premier Tax Free. Global Blue, for VAT refunds) is on the first floor near the check-in counters.

BEST AND FAST CHANGE ALocated in front of the boarding gate The in-airport services include: on the ground floor is the Buoni & Belli • Buying and selling foreign currency in restaurant: the exaltation of typical Tu- cash; scan dishes from breakfast to snacks and • Purchase of traveller’s cheques in euro lunches, with focaccia, antipasto platters, and other currencies; bruschetta, hot rolls and classical truffle • Currency exchange with the main rolls. Tuscan Italian wine-list. Open during credit cards;

29 GUIDE TO SERVICES

• Online currency booking; BABY CHANGING AND NURSERY • B.Fast BUY BACK repurchase of The toilets on the ground floor in the foreign currency; departure and the gate areas are equip- • VAT refund service for Premier Tax Free; ped with changing tables. There is also a nursery room in the toilets located in the Tel: +39 055 341152 / +39 055 316083 check-in hall on the first floor. Web: [email protected] COMMERCIAL GALLERY The commercial gallery of the Florence Airport offers a selection of high-end tra- GLOBAL BLUE vel retail brands. For information please Global Blue is a financial services company see the company’s website. working with more than 270,000 tradespeople, brands and selected hotels PHONE/LAPTOP RECHARGING POINTS in more than 40 countries throughout the Inside the terminal there are many mobile world. It provides a range of services every phone and laptop recharging points day to over 38,000 travellers. available in the check-in hall, at the gates and in the food and drink outlets. Tel: +39 055 375226 Web: www.globalblue.com SNACK AND DRINK VENDING MACHINES There are several automatic snack and drink dispensers throughout the airport (in departures, arrivals and boarding areas).

30 GUIDE TO SERVICES

31 GUIDE TO SERVICES

GROUND FLOOR

CONTE OF RELAY FLORENCE

32 GUIDE TO SERVICES

DEPARTURES ARRIVALS CHAUFFER CUSTOMS SERVICE

LIFTS & BACCANALE MEDICAL NON-SCHENGEN STAIRS SERVICE PASSPORT CONTROL

TOILETS CUSTOMER TOURIST ESCALATOR SERVICE INFORMATION(APT)

CASH LOST AND FOUND BABY CHANGING BELLI E BUONI MACHINES

ENTRANCE

EXIT

33 GUIDE TO SERVICES

FIRST FLOOR

SALVATORE MAXMARA ETRO FURLA SWAROVSKI FOSSIL FERRAGAMO

MONTBLANC TIMEBOX TUMI COCCINELLE SUNCATCHER BRIC’S

3 MONNALISA LEOPOLDA CAMICISSIMA MARINA +39 GIUNTI MILITARE AL PUNTO

34 GUIDE TO SERVICES

CHECK-IN BAGGAGE LIFT AND SECURITY WRAPPING STAIRS CONTROL SERVICE

TOILET VIP CLUB ROOM CUSTOMS ESCALATOR

AIR TRAVEL MY CHEF GLOBAL BLUE BEST AND TICKET OFFICE ITALIA FAST CHANGE (CURRENCY EXCHANGE)

ENTRANCE

EXIT

35 GUIDE TO SERVICES

TRAVEL ADVICE TRAVELLING WITH CHILDREN UNDER 18 On 27 June 2012, legislation came into WHEN TO ARRIVE AT THE AIRPORT 8 force stipulating that minors can no longer The airport is open to the public every travel on one of their parents’ passports. day from 4.00 am until the arrival or de- Since this date, minors can only travel wi- parture of the last flight of the day. We thin and beyond Europe with a valid, indi- recommend arriving at the check-in well vidual ID document. Passports which fea- in advance (usually at least 2 hours befo- ture details of minors remain valid for the re the scheduled departure time) of the holder until their normal expiry date. All opening of the boarding gate, as per the Italian citizens under 18 must be in pos- instructions of the relative airline. session of an individual valid ID document appropriate for travel to their destination AIR TICKETS AND ID DOCUMENTS therefore either a passport or a valid ID Make sure that you have correct, valid card for travel within the EU. travel documents in accordance with the requirements of your destination: ID card, UNACCOMPANIED MINORS passport and any necessary visas. Check Air travel of unaccompanied minors is that the details on your ticket are correct subject to restrictions and regulations (name, surname, destination, flight time established by the individual airline com- and number). If there are any errors or panies. Please visit the official website of if the flight destination has changed, the relative company to obtain all infor- let your travel agent or airline know in mation. advance.

TRAVEL DOCUMENTS UNACCOMPANIED MINORS UNDER 14 All passengers must be in possession of Since the 4 June 2014, there are new pro- valid identification documents suitable for cedures for minors under 14 travelling travel (passport or identity card), accor- unaccompanied. In these cases, a parent ding to the regulations of the destination or guardian responsible for the minor country. must sign a consent form provided by the area Police headquarters. The regulations It is the responsibility of every passenger to: require either a signed hard copy of the form, or the details of any relevant accom- • Find out what kind of ID document is panying person on the minor’s passport. required for their destination For further information see the Italian • Ensure that their ID document is valid State Police website. Before booking, pa- and not damaged/defaced; rents/guardians should check whether the • Ensure that they can display this airline in question accept unaccompanied document when they travel. minors under 14.

36 GUIDE TO SERVICES

HAND BAGGAGE AND SECURITY TRAVELLING WITH PETS MEASURES FOR PASSENGERS Passengers should note that every airline Each passenger may bring only one pie- has different regulations about transpor- ce of hand baggage on board, the ma- ting animals. For more detailed informa- ximum permitted weight of which varies tion visit the official website of the relative according to the individual airlines. Based airline. Passengers may transport animals on the ENAC guidelines, the total size in the cabin or the aircraft hold, in ac- (length) of the hand baggage should not cordance with the regulations and restri- exceed 115 cm. It is forbidden to carry ctions of the relative airline and the airport prohibited items in hand baggage as per of arrival. the regulations in Appendix 4-C of EU The number of animals allowed on each regulation 185/2010 and the National aircraft is limited, and check-in staff should Security Plan. It is prohibited to separate check the necessary travel documents, yourself from your hand baggage or to confirm bookings for all sections of the take items or packages in hand baggage journey to the final destination, and deal or hold baggage for other people. For fur- with payments due for the service. ther information: www.enac.gov.it. These restrictions are not applicable to guide dogs, hearing dogs or emotional support animals (ESAs). CHECKED-IN BAGGAGE Checked-in baggage are understood as Don’t forget to bring the animal’s health pieces of luggage which the passenger documents, vaccine records, and any cer- presents at check-into be placed in tificates required by the destination coun- the aircraft hold. The permitted size try. of checked-in baggage (as per hand It is obligatory for passengers in charge of baggage) depends on each individual pets to bring everything they need to cle- airline’s regulations. If baggage exceeds an up/remove any animal excrement. these maximum dimensions, an additional fee may need to be paid. We suggest PASSENGER HEALTH, CUSTOMS AND contacting the airline directly for more SAFETY PROCEDURES information. For details of the main regulations and For safety reasons, no single piece of procedures in force, passengers should baggage must exceed 32 kg. refer to the relevant government websites (Customs and Monopolies Agencies, State Police and Ministry of Health). TRANSPORTING ANIMALS We recommend visiting the website www. Pets taken into the airport must be kept viaggiaresicuri.it for the advice and precau- on a lead and dogs should have a muzzle. tions regarding disease prevention in each Alternatively, they should be kept inside a travel destination. For information about suitable carrier. customs visit the website www.agenziado- ganemonopoli.gov.it to read the Traveller’s

37 GUIDE TO SERVICES

Customs Charter. For travel health advice, area is accessible via 3 lifts, an escalator see the USMAF section of the Ministry of and stairs from the ground floor in the de- Health website www.salute.gov.it. For in- partures area of the new terminal. formation about transporting plants or animals visit the website www. Enac.gov.it. WHEN For information about documents required Check-in times vary according to each air- for travelling, visit the “La Polizia di Fron- line company and they are normally indi- tiera” (Border Police) section of the websi- cated on the air ticket. The check-in desks te www.poliziadistato.it are usually open from 2 hours to 2 and a half hours prior to the scheduled depar- USEFUL CONTACT NUMBERS INF ture time. If you have not already printed FLORENCE your boarding pass, we suggest arriving at ENAC: +39 055 31 71 23 check-in 2 hours before departure to allow AVIATION BORDER POLICE: time for all the pre-departure procedures. +39 055 30 33 61 GUARDIA DI FINANZA (Finance Police): SELF CHECK-IN +39 055 27 45 334 Some airlines provide self-service check-in AVIATION HEALTH SERVICE: kiosks where you can print your boarding +39 055 30 61 622 bass. You should report to the check-in CUSTOMS: +39 055 73 66 297 desk of the relevant airline if you need to FIRE BRIGADE: +39 055 24 901 check in luggage.

CHECK-IN WEB CHECK-IN WHERE Most airlines provide online check-in. We There are 40 check-in desks on the first flo- suggest checking your airline’s website for or of the passenger terminal. The check-in further information.

38 GUIDE TO SERVICES

AIRLINES Listed below are the airline companies operating at the Florence Airport:

AIR DOLOMITI INFO/BOOKING Tel.: +39 045/288.614.0 (Calls charged at a specific rate)

AIR FRANCE INFO/BOOKING Tel.: 848/884.466 (Mon-Fri 8.00 am-8.00 pm / Sat-Sun 9.00 am-5.30 pm) (Calls charged at a specific rate)

AIR MOLDOVA INFO/BOOKING Tel.: 199/201.701 (Calls charged at a specific rate)

ALBAWINGS INFO/BOOKING Italy +39 06/98.956.666 Albania +355 44.500.130 Call Centre (8.00 am-8.00 pm) (Calls charged at a specific rate)

ALITALIA INFO/BOOKING Tel: +89 20 10 (Italia) +06 65649 (from abroad) (Calls charged at a specific rate)

AUSTRIAN AIRLINE INFO/BOOKING Tel: +39 02/896.342.96 (Mon-Fri 9.00 am-7.00 pm / Sat 9.00 am-5.00 pm) (Calls charged at a specific rate)

39 GUIDE TO SERVICES

BLUE AIR INFO/BOOKING Tel: 06/487.713.55 (Mon-Fri 9.00 am-6.00 pm)

BRITISH AIRWAYS INFO/BOOKING Tel: 02/69.63.36.02 (Calls charged at a specific rate)

BRUSSELS AIRLINES INFO/BOOKING Tel: 0041 44 511 8305

EUROWINGS INFO/BOOKING Tel: +49221 - 59988230 (Calls charged at a specific rate)

IBERIA INFO/BOOKINGI Tel: 199/101.191 Italian: 9.00 am-8.00 pm Lt Monday to Sunday Spanish: 24 hours Lt Monday to Sunday English: 24 hours Lt Monday to Sunday

KLM INFO/BOOKING Tel: 02 38534998

40 GUIDE TO SERVICES

LUFTHANSA INFO/BOOKING Tel: 0899198000 (Calls charged at a specific rate)

SCANDINAVIAN AIRLINES INFO/BOOKING Tel: 199 259 104 (Calls charged at a specific rate)

SWISS INTERNATION AIRLINES INFO/BOOKING Tel: +39 02/696.820.70 +41 44 511 14 47

TAP AIR PORTUGAL INFO/BOOKING Tel: +39 02/696.823.34

TUI FLY INFO/BOOKING Tel: +32 70.22.00.00 (Mon-Fri 8.00 am-10.00 pm / Sat 9.00 am-10.00 pm/ Sun 10.00 am-10.00 pm)

VUELING INFO/BOOKING Tel: 199206621 (Calls charged at a specific rate)

GUIDE TO SERVICES

FORMS FOR Sent by: SUGGESTIONS AND NAME AND SURNAME COMPLAINTS ADDRESS 9

Dear Customer, TOWN/COUNTRY Thank you for contacting us. Your Feedback back helps us to identify TELEPHONE aspects our service and to take steps to improve it more. Please fill in every part EMAIL of the form below.

Which airport are you contacting us Please describe the nature of your about? complaint/suggestion:

AEROPORTO DI FIRENZE AEROPORTO DI PISA

Is this a: COMPLAINT I agree with the terms and conditions of SUGGESTION the data processing in accordance with art. 13 of the Code regarding the Pro- Concerning: tection of Personal Data Protection (EU Check-in/boarding services Regulation 2016/679) Level of airport comfort Security DATE AND SIGNATURE Cleanliness and hygiene Lost & Found Airport operations Bar/Restaurant services Safety of persons and belongings Please return the filled in form back to us by: Shops EMAIL: Environmental/social issues [email protected] Commercial services POST: Transport to/from the airport Toscana Aeroporti S.p.A. Parking AEROPORTO DI FIRENZE – Aeroporto Reduced-Mobility Passengers Amerigo Vespucci, Via del Termine 11, Customer information 50127, Florence VIP room AEROPORTO DI PISA – Aeroporto Airline Companies Galileo Galilei, Piazzale D’Ascanio 1, Car rental 56121, Pisa

43 Switchboard Tel. 055.3061.5

Address Aeroporto di Firenze S.p.A. Via del Termine, 11 50127-Florence