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Carta Dei Servizi Aeroporto Di Ancona

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Carta Dei Servizi Aeroporto Di Ancona AERDORICA S.P.A. AEROPORTO DI ANCONA – FALCONARA M.MA AEROPORTO DELLE MARCHE “RAFFAELLO SANZIO” CARTA DEI SERVIZI 2019 THE CHARTER OF SERVICES 2019 GUIDA AI SERVIZI DELL’AEROPORTO, CON INSERTO DEDICATO A PERSONE CON RIDOTTA MOBILITÀ. GUIDE TO AIRPORT SERVICES, INCLUDES PULL-OUT BOOKLET FOR PASSENGERS WITH REDUCED MOBILITY. Aeroporto delle Marche “Raffaello Sanzio “Piazzale Sandro Sordoni 60015 Falconara M.ma (Ancona) CARTA DEI SERVIZI / THE CHART OF SERVICES 2019 Indice 1. INFORMAZIONI GENERALI ..................................................................................................... 5 General information ................................................................................................................................... 5 1.1 Carta dei Servizi e Società di Gestione ................................................................................................... 6 The Charter of Services and Company Management ................................................................................. 6 1.2 Aeroporto delle Marche [Vista Google Maps] / .................................................................................... 8 Marche Airport [Google Maps’ view] ......................................................................................................... 8 1.3 Planimetria generale ............................................................................................................................. 9 Layout Plan ................................................................................................................................................. 9 1.4 Terminal Partenze ................................................................................................................................ 10 Departure Terminal .................................................................................................................................. 10 1.5 Terminal Arrivi ..................................................................................................................................... 11 Arrivals ..................................................................................................................................................... 11 1.6 Informazioni di viaggio ......................................................................................................................... 12 Travel Tips ................................................................................................................................................ 13 1.7 Formalità doganali ............................................................................................................................... 14 Customs procedures ................................................................................................................................. 14 1.8 Sito Web .............................................................................................................................................. 16 Website .................................................................................................................................................... 16 1.9 Passeggeri disabili o con ridotta mobilità ............................................................................................. 17 Disabled and with reduced mobility passengers ...................................................................................... 18 1.10 Posti auto e punti di contatto esterni per P. R. M. (Passeggeri Ridotta Mobilità) ................................. 19 Parking Spaces and external contact point P. R. M. (Passengers with Reduced Mobility) ....................... 19 1.11 Indicazioni specifiche P. R. M. (Passeggeri con Ridotta Mobilità) ......................................................... 20 Specific Indications P. R. M. (Passengers with Reduced Mobility) ............................................................ 21 1.12 Mappa terminal partenze - punti di contatto P. R. M. (biglietteria, cassa parcheggi e banchi check-in) 22 Map departures terminal –contact points P. R. M. (ticketing, parking cash and check-in desks) ............ 22 1.13 Numeri utili .......................................................................................................................................... 23 Useful telephone numbers ....................................................................................................................... 23 1.14 Parcheggio Auto ................................................................................................................................... 24 Car Parking ............................................................................................................................................... 24 PAG. 3 DI 47 1.15 Diritti del Passeggero ........................................................................................................................... 25 1.16 Servizio Wi-Fi ....................................................................................................................................... 27 Wi-Fi Zone ................................................................................................................................................ 27 1.17 Come Arrivare ...................................................................................................................................... 28 CTF Consorzio Taxi Falconara ................................................................................................................... 28 Tel: +39 0719189531 - www.ctftaxi.it ...................................................................................................... 28 TAXI Falconara ......................................................................................................................................... 28 Tel: +39 3281171175 - www.taxifalconara.it .......................................................................................... 28 Getting to The Airport .............................................................................................................................. 29 1.18 Tratte principali 2019 ........................................................................................................................... 31 Main Routes 2019 .................................................................................................................................... 31 1.19 Politica di attenzione all’Ambiente ...................................................................................................... 32 Environmental Policy ................................................................................................................................ 32 1.20 Situazione ambientale e Obiettivi di miglioramento ............................................................................ 33 Environmental situation and Objectives for improvement ....................................................................... 34 2. INDICATORI ............................................................................................................................. 35 Indicators .................................................................................................................................................. 35 2.1 Indicatori valorizzati ............................................................................................................................. 36 Valued Indicators...................................................................................................................................... 36 1.21 Fattori di qualità assistenza passeggeri disabili .................................................................................... 41 Performance Level Assistance to Disabled Passengers ............................................................................ 41 3. RECLAMI .................................................................................................................................... 44 Complains ................................................................................................................................................. 44 1.22 Procedure di Reclamo .......................................................................................................................... 45 Complain Procedures ................................................................................................................................ 46 AERDORICA S.P.A. CARTA DEI SERVIZI / THE CHART OF SERVICES 2019 1. INFORMAZIONI GENERALI GENERAL INFORMATION LA CARTA DEI SERVIZI THE CHART OF SERVICES PAG. 5 DI 47 1.1 CARTA DEI SERVIZI E SOCIETÀ DI GESTIONE Le diamo il benvenuto all’Aeroporto delle Marche “Raffaello Sanzio”. I principi fondamentali cui si ispirano la Direttiva e la Carta della mobilità sono l'eguaglianza e l'imparzialità, la continuità nell'erogazione del servizio pubblico, l'informazione all'utenza anche in formato accessibile, il diritto di scelta tra più soluzioni di trasporto, la partecipazione dell'utenza alla soluzione delle problematiche del servizio, l'efficienza e l'efficacia operativa. Con la propria Carta dei Servizi ogni gestore aeroportuale determina annualmente quali sono gli standard qualitativi minimi di tutti i servizi offerti nel suo scalo e si impegna a farli osservare. Gli standard vengono identificati da una serie di parametri stabiliti e approvati dall’ENAC. I dati presenti sono il risultato della rilevazione diretta della qualità
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