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. The main ones are: ➢ SICILY BY CAR ➢ Open all days from 8:00 to 19:30, ➢ Information and reservation: 345 – 7887318 / 0541 – 478656 / [email protected].
➢ T-RENT ➢ Reservation:www.trent.it/prenotazione.php ➢ Tel.: 0541379017 – 3283456119 – 3331847004 ➢ Mail : [email protected]
25 AIRPORT SERVICES
➢ INFORMATION DESK/TICKET DESK ➢ Ground floor , check-in area, it provides flight information and ticketing services for airlines operating at Rimini Airport Tel. 0541 379800
➢ CHANGE OFFICE ➢ Available inside the information desk, in partnership with YEX Change. ➢ Open from Monday to Sunday from 9:.00 to 13:00 and in connection with airlines schedule. ➢ Tel. 0541 379802
26 AIRPORT SERVICES
➢ LOST AND FOUND OFFICE ➢ Located inside the information desk, Lost and Found office provides assistance in case of loss, damage or pilferage of luggage. Lost and Fonud office is responsible for the search of the luggage in the first five days and for the delivery of it to the desired address. Over the five days, the passengers will need to address directly to the airline they travelled with to have further information. ➢ Tel. 0541 379802
➢ LOST PROPERTIES ➢ In case of lost properties, please contact: 0541 379802
27 AIRPORT SERVICES
➢ LUGGAGE STORAGE ➢ Not available
➢ BAG WRAPPING ➢ Located near the check-in area, it is available from the first check-in opening till the last check-in closure. ➢ Price: EUR 10,00 per suitcase
➢ TROLLEYS ➢ Available in the departure and arrivals areas ➢ Free of charge
28 AIRPORT SERVICES
➢ ATM ➢ Located near the arrivals area beside the bar
➢ FREE WI-FI ➢ Free WI-FI is available throughout the terminal. For internet connection, just check that the wi-fi function on your device is on, connect to «Airport Free Wi- Fi» and follow instructions to obtain access.
➢ FIRST AID ➢ Rimini Airport First Aid provides medical assistance to passengers, visitors and airport staff. It is located next to check-in area. ➢ Opening hours: open according to airlines schedule 29 AIRPORT SERVICES
➢ SMOKING AREA ➢ Smoking is not permitted inside Rimini Airport. Neverthless near Extra-Schengen gates, it is available a big terracce overlooking the runaway with a dedicated smoking area.
➢ DRINK AND SNACK VENDING MACHINES ➢ Available at Arrival and Departure areas
➢ NURSERY ➢ Baby changing tables are provided in all female toilets.
30 AIRPORT SERVICES
➢ TAX FREE AND VAT REFUND Passengers living outside the European Union can reclaim sales tax (VAT) for many things bought in Europe. To get the refund it is necessary to obtain the due stamp from «Agenzia delle Dogane» (Customs) by showing the goods bought together with the purchasing receipt. Custom office is located after passport control for passengers who carry their purchases in hand luggage, while passengers who prefer to deliver their goods at check-in can find the same service at check-in desk no. 1. Cash or credit card refund is available at the gate area.
31 AIRPORT SERVICES
➢PRIORITY LOUNGE Located near the check-in area, it offers a dedicated priority check-in, a peaceful room where to wait for boarding time with a personilized bar service.
If required, Priority Lounge guests are entitled to use the Fast Track lane to avoid the queues and pass through security area and passport controls more quickly.
Both services are by payment and can be purchased at the information/ticket desk.
32 AIRPORT SERVICES ➢ DESTINATION ROMAGNA ➢ Destination Romagna is a tour operator connected to the airport which deals with incoming and outgoing, organising tourism packages including Italy and in particular Romagna area and promoting abroad destinations that can be reached with flights departing from Rimini Airport. ➢ Destination Romagna is also the first tourist board information for passengers arriving at Fellini Airport.
➢ VISIT SAINT PETERSBURG ➢ The first Saint-Petersburg City Tourist Information Bureau (Visit Petersburg Office) in Italy is available at Rimini Airport. The office aims to create and develop in Italy a network of agencies promoting Saint Petersburg artistic and cultural activities. 33 Services to passengers with reduced mobility
• The European Union has established a series of rights that aim to enable people that find travelling difficult due to old age, disability or reduced mobility to get around just like anyone else. Passengers with reduced mobility (PRM) have the right to assistance, at no additional cost, at all EU airports when boarding or leaving an aircraft and during the flight. • Since July 26th 2008, following UE 1107/2006 Regulation, it is responsibilty of airport managing body to grant the right assistance to PRM’s
34 Services to passengers with reduced mobility
◆ PRM CODES
◆ – PASSENGER WITH REDUCED MOBILITY’ (PRM) any person whose mobility is reduced due to a physical incapacity (sensory or locomotory), an intellectual deficiency, age, illness or any other cause of disability when using transport . ◆ – WCHR: (Wheelchair-ramp) Passenger who can walk up and down stairs and move about in an aircraft cabin, but who requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal. ◆ – WCHS: (Wheelchair-steps) Passenger who cannot walk up or down stairs, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal. ◆ – WCHC: (Wheelchair-cabin) This category covers a wide range of passengers. It includes those who are completely immobile, who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft. This category also includes passengers with a disability only affecting the lower limbs who require assistance to embark and disembark and to move inside the aircraft cabin but who are otherwise self - sufficient and can move about independently in their own wheelchair at the airport. ◆ – BLND: (Blind) Blind or visually impaired passenger. ◆ – DEAF: (Deaf) Passenger who is deaf or hard of hearing or a passenger who is deaf without speech. ◆ – DEAF/BLIND: Blind and deaf passenger, who can move only with the help of an accompanying person.. ◆ – DPNA: Disabled Passenger with intellectual or developmental disability Needing Assistance. This covers passengers with disabilities such as learning difficulties, dementia, Alzheimer’s or Down’s syndrome who travel alone and will need ground assistance.
35 Services to passengers with reduced mobility
➢ Departing passengers ➢ How to get assistance ➢ It is necessary to present at check-in at the time ➢ To get the best assistance, it is necessary to contact specified by the airline or at least arrive to a the airline, travel agent or tour operator who will designated help point no later than two hours inform the departure , arrival and transit airports before departure or at check-in no later than one accordingly. hour before the published departure time.
➢ When to book assistance ➢ Help points ➢ At the time of booking or of ticket purchasing and, ➢ Help points are dedicated areas where in any case, 48 hours prior to departure explaining passengers with reduced mobility can request the type of assistance required. If no notification is assistance. received by the airport, the airport staff will make ➢ The following are the Help points at Rimini all reasonable efforts to provide assistance in such Airport: : a way to grant PRM to be able to take the reserved ➢ – information desk/ticket desk, flight ➢ – help phone at the entrance of car park area. ➢ Dedicated staff will be on hand to offer assistance during check-in and security checks operations, and through priority boarding procedures
36 Il Terminal - Piano terra Rimini Airport Ground Floor
___DS GATES - SCHENGEN ___AS /AES DEPARTURES SCHENGEN AND EXTRA SCHENGEN ARRIVALS
Extra Schengen Departures
ATM ENTRANCE ENTRANCE DR Sicily By Car TO TO Destination T Rent Romagna
RICCIONE ENTRANCE RIMINI
Negozi / Shops Tour operator Area controlli di sicurezza AS/ Arrivi Schengen e Extra Schengen DR Destination Romagna Security Check area AES Schengen and Extra Schengen arrivals
Polizia, Dogana Bar / Ristorante Autonoleggio Sicily By Car DS Partenze Schengen Coffee / Restaurant Car rentals Police, Custom Gates – Schengen Departures Info, biglietteria e cambio Priority lounge Avvolgi bagagli Toilettes Info , tickets and change Baggage Wrapping Distributori automatici TO Tour operators Check-in area Bancomat ATM ATM Drink and snack machines Il Terminal – Primo Piano Rimini Airport First floor
Terrazza Terrace
___DES GATES - EXTRA SCHENGEN
RICCIONE RIMINI
Negozi / Shops Toilettes
Bar / Ristorante Terrazza Coffee / Restaurant Terrace
DES Imbarchi Extra Schengen Gates Extra Schengen departures
Suggestions for a pleasant trip
TRAVEL DOCUMENTS It is the passenger responsibility to present a valid identity document or passport. Please verify: • type of document required for the country of destination, check visa requirements • validity and integrity of the document (expired and/or damaged documents are not accepted)
MINORS To travel by plane, minors must have their own ID. For international flights and along with the individual Italian National ID valid for international flights or a valid Italian passport, Italian minors under the age of 14 not accompanied by their parents or legal guardians should carry a travel permit (“Dichiarazione di Accompagnamento”) stating the identity of the accompanying person, which should be validated by Italian local authority. For information on the documents required for minors, please visit the website www.poliziadistato.it. Passengers are advised to check in advance the airline specific procedures for Unaccompanied Minors (the service is not available on all airlines).
TICKETS As a general rule, passenger should carry copy of their electronic ticket or PNR and verify that all data (first name, family name, dates and destination) are correct. Passengers should report to the check-in desk suitably in advance considering the opening time of the gate, following the airline’s specific guidelines.
40 Suggestions for a pleasant trip
HAND BAGGAGE HOLD BAGGAGE Only one piece of hand luggage is allowed on Hold baggage is any luggage delivered at the board the flight which dimensions must not time of check-in for transportation in the hold of exceed 115 centimetres in size (lenght, height an aircraft. and depth). Please check if your airline has The maximum amount of luggage weight a more restrictive rules. passenger may transport is specified on the In addition to hand luggage, passenger is ticket. entitled to carry the following items, unless We suggest to put your name, surname and specifically restricted by the air carrier: destination address on a visible tag attached - handbag or document wallet or portable PC; externally on each piece of luggage. • camera, videocamera or CD player; • mobile To avoid someone introducing a foreign object phone, other small electric/electronic devices into your luggage without your permission, commonly used; • coat or raincoat; • umbrella; make sure to: • crutches or other walking device; • reading > prepare all your suitcases personally material for the trip; • portable crib/stroller > never leave your luggage unattended and milk/food for infants, needed during the trip; • articles purchased at "duty frees" and other shops inside the airport and on-board the aircraft
41 Suggestions for a pleasant trip
SECURITY REGULATIONS CONCERNING LIQUIDS BROUGHT IN HAND LUGGAGE While there are no restrictions for liquids in checked baggage, concerning hand luggage only limited quantities of liquid substances are permitted. In fact, they must be carried in containers each one with a capacity of no more than 100 milliliters (1/10 of litre) or equivalent (e.g. 100 grams) and placed in a transparent re-closable plastic bag, with a capacity not exceeding 1 litre (that is, with a size of approx. cm 18 x 20, for instance). All containers shall fit comfortably inside the plastic bag so that it can be closed easily. Each passenger (including infants) is allowed to carry only one plastic bag. Liquid prescription medications and dietary products, as well as food for infants, are not subject to volume restrictions and do not require to be placed in the plastic bag. It may be required to provide proof of actual necessity (doctor's prescription) and of authenticity of these items. Inspection at checkpoints is fulfilled separately from that of hand baggage.
42 Suggestions for a pleasant trip
Liquids include: • water and other beverages, soups, syrups • creams, lotions and oils • perfumes • sprays • gel, including hair-gel and shower-gel • contents of pressurized containers, including shaving foam, other foams and deodorants • paste type substances, including toothpaste • mixtures of liquids and solids • mascara • any other product of comparable texture.
• Products with texture comparable to liquids admitted on board: sandwiches prepared with chocolate cream, sandwiches prepared with peanut butter, solid lipstick, cheese in solid form (e.g. edam, parmesan) • Products with texture comparable to liquids NOT admitted on board : chocolate cream; peanut butter; liquid mascara; liquid lip gloss; yogurt, fresh cheese; creamy cheese (e.g. certosa, camembert); aerosol, roll-on deodorants
43 Suggestions for a pleasant trip
You can still: a. pack liquids in bags that you check in – the new rules only affect hand luggage; b. carry in your hand luggage medicines and dietary requirements, including baby food, for the use of the trip. You may be asked to proof that they are needed; c. buy liquids such as drinks and perfumes, either in an EU airport shop when located beyond the security check point or on board of an aircraft of an EU airlines.
This products will be delivered in sealed bags, it is recommended not to open any purchased products contained in sealed bags, until the arrival at the final destination. Or else, when in transit at any intermediate airport, liquid products purchased may be confiscated at security checkpoints. If you have any doubts, please ask to your airline or travel agent in advance of travel.
Please be courteous and cooperate with airport security and airline staff.
44 Suggestions for a pleasant trip
SECURITY CHECK:
It may be useful to remind that, in order to expedite security procedures, it is compulsory to: • show all carry-on liquid products to the agents • remove jacket, belt and coat • pull out portable PCs and other large size electric and electronic devices from the hand baggage.
45 Quality Indicators
◆ The Customer Service Charter will refer to 1st January -31st December period in order to give an overall picture of the services provided throughout the year. The sample we consider as the most representative is that referring to the summer period, due to the highest level of traffic in this season ◆ > STATISTICAL SURVEY - The statistical survey assessment method consists in questionnaires submitted to the attention of 400 passengers. Questionnaire questions cover all Service Charter quality factors and 5 levels of answers are available: “very satisfied”, “satisfied”, “neither satisfied nor unsatisfied”, “unsatisfied”, “very unsatisfied”. The satisfaction percentage represents the interviewees who maintained to be “very satisfied” or “satisfied”. ◆ > GATHERING OF STATISTICAL DATA – The gathering of statistical data assessment method consists of a number of necessary observations both on scheduled and charter flights regarding the quality of services. ◆ > COUNTING - Accounting of infrastructural elements through the examination of technical documentation.
46 Quality Indicators
Travel Security
INDICATORS MEASUREMENT ACHIEVED TARGET UNIT 2018 2019
Perception on overall security levels on passengers and % satisfied passengers 86% 88% hand baggage checks Safety and security
INDICATORS MEASUREMENT ACHIEVED TARGET UNIT 2018 2019 Overall perception of feeling safe and secure % satisfied passengers 92% 94%
In order to grant a safe journey, according to the law, AIRiminum carries out, through its subsidiary AIRsecurity , passengers and baggage security check. Passports and ID cards check to travel abroad is performed by Border Police.
47 Quality Indicators Regularity and Punctuality of the Service INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Overall flight punctuality % on-time flights on 92% 92% all departing flights Mishandled bags Mishandled bags per 1,000 0 0 passengers Waiting time for delivery of first bag Waiting time on 90% of cases 15’ 12’
Waiting time for delivery of last bag Waiting time on 90% of cases 25’ 21’ Waiting time on board for first passenger Waiting time on 90% of cases 4’ 3’ disembarkation Overall perception of punctuality and efficiency of % satisfied passengers 98% 99% service provided by the airport
Landing and boarding are typical performances of an Airport. AIRiminum, through its subsidiary AIRhandling, assists both passengers and aircraft on ground. In order to give a satisfying perception to the passengers regarding regular airport services, for example check-in line waiting time, AIRiminum is constantly committed to improve it thanks to periodical monitoring.
48 Quality Indicators
Comfort and Cleanliness
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Perception on toilets cleanliness and efficiency % satisfied passengers 88% 90%
Perception on terminal cleanliness % satisfied passengers 94% 95%
49 Quality Indicators
Comfort during your stay at the Airport
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Perception on baggage trolleys availability % satisfied passengers 84% 85%
Perception on passengers transfer systems % tempo funzionamento 93% 95% efficiency (lifts, escalators) nell'orario di apertura dello scalo Perception on air conditioning efficiency % satisfied passengers 72% 75%
Overall perception on comfort level % satisfied passengers 95% 95%
50 Quality Indicators
Airport facilities
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Perception on wi-fi connection within the terminal % satisfied passengers n.a. 85%
Perception on availability of recharging places for % satisfied passengers n.a. 85% mobiles/laptops in common areas Compatibility of airport and bars opening times % of departing and arriving 98% 98% flights compatible with the opening times of bars in the respective areas Smoking lounges (if available)Percezione sulla % satisfied passengers n.a. 85% adeguatezza delle sale fumatori, ove presenti
51 Quality Indicators
Airport facilities
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Drinking fountains (if available) % satisfied passengers n.a. n.a.
Choice/quality/price of shops and newsagents % satisfied passengers 71% 75%
Choice/quality/price of bars and restaurants % satisfied passengers 65% 70%
Vending machines with drinks and snacks (if % satisfied passengers n.a. 85% available)
AIRiminum runs through its subsidiary AIRcourtesy the commercial area which is steadily improving and includes beyond restaurant and café services, several shops allowing tax refund both at the ground and at the first floor ( clothing and leather goods , accessories, car rentals, foodstuffs, etc.).
52 Quality Indicators
Airport information
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 User-friendly and updated website % satisfied passengers n.a. 80%
Flight information screens and Info Points - clarity % satisfied passengers 90% 90% and quality of information Clearness and accuracy of terminal signage % satisfied passengers 92% 92%
Efficiency of airport employees and other staff % satisfied passengers 97% 95% (info point, security) Overall perception of accuracy and ease of finding % satisfied passengers 86% 88% information (screens, announcements, signs, etc.)
53 Quality Indicators
Airport services and queuing times
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Passenger perception of ticketing service % satisfied passengers 90% 90%
Waiting time in check-in queue Waiting time on 90% of cases 28’ 20’
Passenger perception of waiting time at check-in % pax soddisfatti 89% 90% counters Waiting time at Security check point Waiting time on 90% of cases 15’ 15’
Passenger perception of waiting time at % satisfied passengers 87% 89% Immigration and Border Control
54 Quality Indicators
City-Airport Connection Efficiency
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Perception on availability of clear and % satisfied passengers 92% 92% comprehensible road signage Perception on the suitability of city/airport % satisfied passengers 78% 78% connections
55 PRM – quality indicators
• Starting from July 2008, the Regulation (CE) nr. 1107/2006 "related to the rights of the disabled and reduced mobility persons in the aviation transport", is mandatory in Italy . AIRiminum 2014 S.p.A. wants to fulfil completely the regulation by means of a specific training of the staff, granting extremely high standards levels to the services provided to disabled passengers. • The sensory and/or mobility reduced passengers, in order to obtain the best service and a comfortable wait in the terminal, are required to inform the Info Office at least 48 h. before the estimated boarding time. In case of omitted or delayed communication, AIRiminum will engage itself to do the best to grant in any case a high level service, according to the contingent situations. • AIRiminum, the company management of the Federico Fellini International Airport of Rimini – San Marino, in according to January 2002 Enac’s circular related to the Regulation (CE) nr. 1107/2006 about the rights of the disabled and reduced mobility persons in the aviation transport, has elaborated this 2019 PRM service Charter.
56 PRM – quality indicators Efficiency of the provision of assistance
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019
For pre-booked departing customers, waiting time Waiting time on 90% of cases max 10’ max 10’ to receive assistance upon arrival at the airport, once they have made themselves known For non pre-booked departing customers, waiting Waiting time on 90% of cases max 15’ max 15’ time to receive assistance upon arrival at the airport, once they have made themselves known
For pre-booked arriving customers, waiting time Waiting time on 90% of cases max 7’ max 7’ to receive assistance, at the gate/aircraft point, after the last passenger’s disembarking For non pre-booked arriving customers, waiting Waiting time on 90% of cases max 10’ max 10’ time to receive assistance, at the gate/aircraft point, after the last passenger’s disembarking
57 PRM – quality indicators Personal safety
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019 Passenger perception of the level of equipment % satisfied passengers n.a. 80% (wheelchairs, lifts, etc.) available
Passenger perception of PRM service staff level of % satisfied passengers n.a. 80% training
Federico Fellini International Airport has: info-ticket office desks for PRM passengers in wheelchair; bar tables suitable for PRM passengers in wheelchair; a path not yet finished, as for visually impaired passengers which from the entrance (Rimini side) have to go to the ticket office and other way around; 6 car park spaces in the long stay area; crossings both in the long stay area and short stay area; 9 toilets for disabled, 3 lifts for PRM in the area of offices, restaurant area and departure lounge.
58 PRM – quality indicators Information at the airport
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019
Accessibility: quantity of basic information % essential information 100% with the 100% with the accessible to passengers with either sensory, available compared support of support of either mobility disabilities as compared to the with the whole amount of dedicate staff dedicate staff total quantity of available basic data essential information Completeness: number of available services and % information/instructions 80% 80% any restrictions or conditions for which accessible about the offered services, instructions and information do exist as compared available in accessible to the total number format compared with the whole amount of information/ instructions Passenger perception of efficacy and accessibility % of satisfied passengers n.a. 80% of airport information, communications and signage
59 PRM – quality indicators
Communication with passengers
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019
Number of responses within the established time % of responses within the 100% 95% compared to the number of requests for established time compared to information the number of requests for information Number of complaints compared to the total % of complaints compared 0 0 traffic of disabled passengers and passengers with to the total traffic of PRM reduced mobility
60 PRM – quality indicators
Airport stay comfort
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019
General perception of assistance for reduced % of satisfied passengers n.a. 80% mobility and disabled passengers
Passenger perception on the buildings’ facilities % of satisfied passengers n.a. 80% and overall accessibility (parking spaces, intercoms, toilets, reserved areas, etc.)
Passenger perception of special assistance waiting % of satisfied passengers n.a. 80% areas
61 PRM – quality indicators
Relation and behaviour towards the public
INDICATORS MEASUREMENT UNIT ACHIEVED TARGET 2018 2019
Passenger perception of courtesy of airport % of satisfied passengers n.a. 80% employees and other staff (infopoint, security, etc.)
Passenger perception of PRM service staff % of satisfied passengers n.a. 80% professionalism
62 Suggestions and complaints
• Dear Customer, your suggestions, requests The complaint will be dealt with directly if it or claims are important tools to improve the refers to the services provided by the Airport quality of airport’s services. Management or transmitted to the responsible • For this purpose we have laid down a airport operators. special form that you can apply for at our In the event of complaints relating to information desk or download from our violations of the Passenger Rights Charter, the website. claim must be presented directly to the airline • Your comments can be also sent by: and possibly to Enac (Italian Civil Aviation). Rimini Airport aims to answer your feedbacks • e-mail to : [email protected] and complaints within 30 days of receipt. We • post to: AIRiminum 2014 S.p.A. , via can assure you that your complaint will be Flaminia, 409 - 47924 Miramare di Rimini investigated and we will make every effort to (Italia) ensure the matter is dealt with promptly. Compensation of damages, of a patrimonial nature, suffered during the fruition of the infrastructures or of the airport services will also be evaluated.
63 64
COMMENTI E RECLAMI – SUGGESTIONS AND CLAIMS ______
La preghiamo di compilare il modulo in ogni sua parte e di consegnarlo all’ufficio informazioni o in alternativa inviarlo al seguente indirizzo e-mail: [email protected] L’indicazione del Suo nome e recapito le consentirà di ricevere una risposta ai suggerimenti e reclami espressi. We invite you to fill in the form in its entirety and to deliver it to the information office or alternatively send it to [email protected] The indication of your name and address will allow you to have a feedback to suggestions and claims expressed.
Nome e Cognome – Name and Surname ______
Indirizzo – Address ______
Città – City ______
Telefono – Telephone ______
E-mail______
Nazionalità -Nationality______
Professione – Profession______
Data - Date______
Vista l’informativa ex art. 13 DL196/2003 presto il mio consenso ai sensi dell’art. 23 del DL196/03 e del GDPR (Regolamento UE n.2016/679 ) al trattamento dei miei dati personali per ricevere riscontro alle segnalazioni e per elaborazioni statistiche tese a migliorare la qualità dei servizi aeroportuali. Having read the circular ex art 13 DL196/2003 I give my consensus in accordance with art 23 DL 196/03 and GDPR (EU regulation n. 2016/679) to use my personal data to have a feedback to my comment/claim and to consent statistic processing aimed to improve the quality of airport services.
Firma – Signature______