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Carta Dei Servizi Recepisce La Normativa La Cura E L’Attenzione Di ADR Che Mette Il Pas- Pino Airport

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Carta Dei Servizi Recepisce La Normativa La Cura E L’Attenzione Di ADR Che Mette Il Pas- Pino Airport CARTA DEI SERVIZI SERVICE CHARTER GUIDA ALL’AEROPORTO AIRPORT GUIDE Aeroporto GIOVAN BATTISTA PASTINE CIAMPINO 2019 UNCIL INT S CO ERNA ORT TIO RP NA BEST AI L AIRPORT WORLD'S MOST 2018 SECOND TIME BEST IN EUROPE IMPROVED AIRPORT indice 4 Introduzione / Introduction 7 index Le attività aeroportuali gestite e controllate da ADR / Airport activities managed and controlled by ADR 9 Il bilancio 2018 di ADR / 2018 ADR Financial Statements 10 Il sistema di gestione integrato ADR / The ADR integrated management system La politica del sistema integrato / The policy of the integrated system 21 L’impegno di ADR per l’ambiente / ADR commitment to the environment Maggio 2019/May 2019 A cura di Aeroporti di Roma / Edited by Aeroporti di Roma 30 Indicatori di qualità / Quality indicators In collaborazione con / In collaboration with 45 Guida all’aeroporto / Airport guide Gentile cliente Dear Customer Gentile Cliente, Dear Customer, ADR ha il piacere di presentare la Carta dei rifacimento del polo bus e la disponibilità di ADR has the pleasure of presenting the the improvement to accessibility and recep- Servizi 2019 corredata dalla Guida all’aero- nuove linee ATAC per il collegamento con la new 2019 Service Charter, complete with tion at the airport through the refurbishment porto, un vademecum che offre le informazio- città. the Airport Guide, a handbook that offers of the bus hub and availability of new ATAC ni utili ai passeggeri dello scalo di Ciampino. Questi interventi rappresentano in concreto useful information for passengers at Ciam- routes for connections with the city. La Carta dei Servizi recepisce la normativa la cura e l’attenzione di ADR che mette il pas- pino Airport. These interventions are a concrete rep- ENAC (Ente Nazionale dell’Aviazione Civile) e seggero al centro della strategia, degli inve- The Service Charter implements ENAC resentation of the care and attention that propone indicatori di qualità per ogni tipologia stimenti e dell’impegno quotidiano offerto con (Italian Civil Aviation Authority) legislation ADR pays when placing passengers at the di passeggero, con lo scopo di fornire infor- professionalità e dedizione. and suggests quality indicators for each heart of its strategy, investments and daily mazioni sul livello di servizio raggiunto e sugli ADR continuerà nel 2019 a perseguire il mi- kind of passenger, with the aim of provid- commitment offered with professionalism obiettivi di miglioramento per il 2019. glioramento continuo per rendere l’aeroporto ing information about the level of service and dedication. Nel corso del 2018, è proseguito l’impegno da un luogo di eccellenza, in una logica di siste- achieved and the improvement objectives In 2019, ADR will continue pursuing con- parte di ADR nell’opera di riqualifica e ammo- ma a vantaggio dell’attrattività di Roma e del for 2019. tinuous improvement to make the airport a dernamento dell’aeroporto, al fine di innovare nostro Paese. Over the course of 2018, ADR’s commit- place of excellence with the aim of increas- e potenziare costantemente i servizi a dispo- ment to redeveloping and modernising the ing the appeal of Rome and Italy. sizione dei passeggeri. airport continued, in order to constantly A tale risultato hanno contribuito: la realizza- innovate and upgrade passenger services. zione di una “de-stress area” per i controlli di This result was achieved by: the creation sicurezza; il nuovo layout dell’area dedicata of a “de-stress area” for security checks; ai controlli passaporti con l’incremento delle the new layout of the passport control area postazioni e-gate; l’aumento della disponibi- with an increased number of e-gates; the lità di sedute e punti di ricarica dei dispositivi increased availability of seating and charg- mobili; l’introduzione delle “smoking cabin” in ing stations for mobile devices; the intro- area imbarchi; la nuova segnaletica di indiriz- duction of “smoking cabins” in the boarding zo al passeggero; il miglioramento dell’acces- areas; the new signs to direct passengers; sibilità e accoglienza dello scalo attraverso il 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 compito of Rome’s airport system, regulates the admin- di amministrare e gestire le infrastrutture istration 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, 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- directly or through its subsidiaries and connect- Atlantia a far data dal novembre 2013 - è con- tia Group since November 2013 - is the exclusive verso Società controllate e collegate: ed, 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 2018, the Roman airport • progettazione, realizzazione e • planning, realization and maintenance of Nel 2018 il sistema aeroportuale romano ha system welcomed more than 48.8 million passen- manutenzione delle aerostazioni, edifici e terminals, buildings and other airport accolto oltre 48,8 milioni di passeggeri. gers. altre infrastrutture aeroportuali; infrastructures; • 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, ADR Tel, 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 spaces; pubblicitari; • provision of airport security services • erogazione dei servizi di sicurezza (security checks on passengers, hand and hold • SPEA Engineering S.p.A. (20%) aeroportuale (controlli passeggeri, bagagli luggage, goods and mail) also on behalf of • Pavimental S.p.A. (20 %) a mano e in stiva, merci e posta) anche per airlines and airport operators (through a • S.A.CAL. S.p.A. (9,22%) conto dei vettori e operatori aeroportuali subsidiary 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. (7,77%) 6 7 Il bilancio 2018 di ADR / 2018 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 921,5 Revenues from airport management 905,4 Margine Operativo Lordo / Margine Operativo Lordo / EBITDA 577,3 EBITDA 550,9 Risultato Operativo / Risultato Operativo / EBIT 416,1 EBIT 392,3 Risultato netto di competenza Risultato netto / del Gruppo / 246,2 Net income 245,2 Group net income Investimenti / Investimenti / 182,1 179,7 Investments Investments Capitale Investito netto / Capitale Investito netto / Net Invested Capital 2.275,1 Net Invested Capital 2.302,9 Patrimonio netto del Gruppo / Patrimonio netto / Group Shareholders’ Equity 1.106,9 Shareholders’ Net Equity 1.098,5 Organico a fine Organico a fine periodo (n°persone) / periodo (n°persone) / 3.453 1.401 Headcount at the end of Headcount at the end of the period (no. of people) the period (no. of people) 8 9 La politica The policy of del sistema the integrated integrato system Il Gruppo Aeroporti di Roma si impegna a The Aeroporti di Roma Group commits to Il sistema sviluppare e gestire un sistema aeroportuale The ADR developing and operating an efficient efficiente e capace di rispondere in maniera airport system capable of responding di gestione efficace all’evoluzione dei volumi di traffico, integrated efficiently to the evolution of the traffic conciliando al tempo stesso le esigenze di volume, and at the same time reconciling qualità dei servizi erogati, di sicurezza delle integrato management the quality requirements of the services operazioni aeroportuali (safety), di tutela della provided, safety of airport operations salute e sicurezza sui luoghi di lavoro, di sal- ADR system (safety), occupational health and safety, vaguardia ambientale e di utilizzo efficiente delle risorse energetiche. environmental protection and efficient use Nel perseguire la sostenibilità delle proprie of energy resources.
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