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Diapositiva 1 Customer Service Charter 2019 Summary Introduction pag. 3 Fellini Airport commitment to quality pag. 4 Who is AIRiminum 2014 S.p.A. pag. 7 The environmental policy pag. 13 Relevant information pag. 16 Getting to Rimini Airport pag. 19 Car parks pag. 24 Airport services pag. 25 Services to passengers with reduced mobility pag. 34 The Terminal pag. 37 Suggestions for a pleasant trip pag. 41 Quality indicators pag. 46 PRM – quality indicators pag. 56 Suggestions and complaints pag. 63 2 Dear Customer ◆ AIRiminum 2014 S.p.A (later AIRiminum) in accordance with the guidelines published by Enac (Italian National Civil Aviation Authority) edits this first edition of the Service Charter by stipulating a deal with its customers, with the purpose of informing them about services currently provided and improvements that intends to put into practice to implement their own performances. ◆ Commitment to quality of services is not perceived by AIRiminum as an obligation imposed by the rules, but as a commitment made with pleasure towards their customers/guests, for which the following concepts are at the base of their quality system: ◆ Customer/guest is focal ◆ Continuous improvement of the processes to simplify the life of airport users ◆ Enhancement and training of human resources ◆ Transparency and non-discrimination in the possibility of making full use of the services offered 3 FELLINI COMMITMENT TO QUALITY 4 ◆ The natural international connotation of Rimini and San Marino Airport and its location in the largest reservoir of hospitality in Europe, makes it a fundamental element to shape that hospitality feeling for which Romagna is world famous. ◆ Even at the Airport then, we want to make the passenger feel like an appreciated guest who comes to our house and, for that reason, we intend to give particular relevance to the quality of the services offered, availability and professionalism of our collaborators and efficiency and punctuality of airport procedures that accompany the passenger on his/her way in the Airport. 5 • The confidentiality of the atmosphere that we want to build around our passengers cannot go to the detriment of security, a fundamental element today in a world undermined by a thousand potential threats and therefore the continuous improvement of all the security standards, through discreet but effective procedures, represents a plus that our structure put at its users’ disposal. • We have the ambition to confront on that and we ask to be judged on that by those who use our airport, well aware to be the first impact and last memory for the majority of foreign passengers, both of our country and the Romagna Riviera. • The Service Charter, updated from year to year, put this commitment on paper and Airport Services Guide intends to make the services that we have the pleasure to offer our guest easily usable for them. 6 WHO IS AIRIMINUM 2014 SPA 7 • Federico Fellini Airport is one of the 25 airports that the National Plan of Airport defines “of National interest”. After being, in the 70s, the 4th Italian Airport regarding passenger transport, it then suffered the events related to its territory of belonging, which had to face the competitiveness of new destinations and the birth of low-cost flights, that have permitted to visit tourist destinations once out of reach, at low price. • Later, Rimini and San Marino Airport, with a forward-thinking intuition, opened new routes and stated itself as a front door for Russian citizen to Italy, developing a consistent traffic with countries of the former Soviet Union. 8 ◆ From April 1st 2015, the Airport is administrated by AIRiminum, a completely private company that, because of that, represents a fairly original model in the Italian landscape considering airports of such dimensions, dominated by the presence of public managers. ◆ Despite being the 29th airport for passenger traffic, the Fellini is currently the 8th in Italy concerning extra EU traffic, therefore it can count on a consolidated know-how in this sector, with particular reference to the Russian market. 9 ◆ The infrastructure, located at the center of the major Italian touristic reservoir and certainly among the most important in Europe, can count on a catchment area of 2.500.000 inhabitants living in Romagna, in the neighboring province of Pesaro-Urbino and in San Marino Republic. Exactly, the matching with the most ancient Republic of the world gives great potentialities to this airport. ◆ On its territory of pertinence emphasize more than 40.000 companies and, in addition to the residents can count on 34 million of tourist numbers (2018 data). ◆ In 2018 from Rimini and San Marino Airport, 28 destinations could be reached, 2.038 movements of commercial aviation have been made and 308.000 passengers were transported. 10 ◆ Since the start of its management, AIRiminum pursued the internal re- organization of the Terminal, the rationalization of passenger boarding and disembarkation procedures, the renovation of the internal commercial network and the requalification of internal and external services to the airport infrastructure. ◆ Having obtained on 24.01.2018 the final total grant, through the issue of the inter-ministerial decree, AIRiminum could officially present its Masterplan, which provide for a complete renovation of the terminal and of other operative areas with considerable investments, both in the short and medium term. 11 ◆ Finally, AIRiminum, directly or through its subsidiaries, is responsible for the following activities: ◆ Planning, realization and maintenance of airport infrastructures, airport and other infrastructures used by passengers and operators. In particular, for what concern the editing of our own Masterplan, we took advantage of Fraport’s competences, Frankfurt Airport’s engineering society. ◆ Provision of ground handling services to airline companies (through its subsidiary AIRhandling s.r.l): acceptance, passengers boarding and disembarking, baggage and goods loading and unloading, aircraft assistance. ◆ Managements of security checks on passengers and baggage (hand baggage and hold baggage) through its subsidiary AIRhandling s.r.l. ◆ Development of commercial activities (shops, bar, restoration, tax refund) through its subsidiary AIRcourtesy s.r.l ◆ Other airport services administered by third parties (airport sanitary first aid, tourist information, car rentals, tax refund, currency exchange) 12 THE ENVIRONMENTAL POLICY 13 ◆ The protection of our habitat and the improvement of the factors of risk that the various types of pollution produce and to which an airport structure is subject, are objectives particularly felt by this management. ◆ The containment of the energetic consumptions and the use of renewable sources to reduce the polluting issues, constitute a further connatural element to our typical activity of airport managers. ◆ At the same time, the attention to the safety and the health of our own staff is fundamental in our business policy. ◆ Being this the first edition of the Customer Service Charter, we can only point out the trajectories toward which we want to extend to reach the best possible results taking into account a sustainable development, the improvement of environmental performances and the contrast to every form of pollution. 14 ◆ Monitor, prevent and reduce as much as possible the environmental impact according to the normative in force as far as environment, health and safety on working places are concerned; ◆ Improve the handling, the management and the waste disposal selecting materials and useful methodologies to reduce in meaningful way the impact on the environment; ◆ Organize in case of emergencies, a suitable response plan that allows timely and effective interventions, thanks to skilled and trained staff and in co- operation with corporate bodies / firms / authority working in the Airport ◆ Consider, in case of new interventions, amplifications, restructurings, environmental criteria that respect the health of the people and the environment. ◆ Share, as widely as possible, the environmental policy, considering that this sharing is a good guarantee to achieve the aimed results. 15 RELEVANT INFORMATION 16 Useful phone numbers POSTAL ADDRESS: ◆ Via Flaminia 409 - 47924 Miramare di Rimini (Italia) PHONE ◆ +39 0541 379800 E-MAIL ◆ [email protected] 17 AIRPORT BODIES ◆ ENAC – Civil Aviation Authority Emilia Romagna Tel. +39 051 6479690 Rimini Office - tel. +39 0541 - 373244 ◆ Border Police Tel. +39 0541 478112 ◆ Customs Tel. +39 051 3783583 ◆ Guardia di Finanza Tel. +39 0541 379841 18 GETTING TO RIMINI AIRPORT We are on SS16 Adriatica 19 GETTING TO RIMINI AIRPORT BY CAR ◆ From Bologna and Ancona: highway A14, exit Rimini sud or Riccione. ◆ From Ravenna: through SS 16 Adriatica. ◆ From Perugia: through E45. ◆ From San Marino: through San Marino SS72. 20 GETTING TO RIMINI AIRPORT BY TRAIN Main railway station: RIMINI Train schedule on www.trenitalia.it 21 GETTING TO RIMINI AIRPORT BY BUS In autobus BY BUS From main train station: bus no. 9 every 15 minutes Schedule: From railway station to airport Mon –Sat: from 05:55 to 22:35 Sunday and bank holidays: from 06:35 to 22:35 From airport to railway station Mon –Sat: from 05:55 to 23:15 Sunday and bank holidays: from 06:28 to 23:15 Bus fare: eur 1,50 For info Start Romagna 199.11.55.77 https://www.startromagna.it/downloads/orari/Rimini_Linea_9.pdf 22 GETTING TO RIMINI AIRPORT BY TAXI ◆ taxi Rimini : 0541 50020 ◆ taxi Riccione: 0541 600553 23 CAR PARKS Rimini Airport has about 156 parking spaces, 6 of them dedicated to passengers with reduced mobility. All car parks are a few steps from Arrival and Departure terminal and do not need to be pre-booked. Payment can be done automatically at the two automated checkout machines opposite the car park. Accepted forms of payment: cash, credit cards, debit cards. ◆ CAR PARK FARES ◆ 10 minutes free of charge ◆ Up to 1 hour € 3,50 ◆ Up to 2 hours € 7,00 ◆ Up to three hours € 10,00 ◆ Up to 24 hours € 18,00 ◆ 2nd-3rd-4th day € 15,00 / per day ◆ Following days € 9,00 /per day 24 AIRPORT SERVICES ➢ CAR HIRE ➢ Down the hall leading to the exit, on the right hand side, there is an area dedicated to car rental companies.
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