SERVICE CHARTER & GUIDE 2021 i Dear Guest,

AER TRE S.p.A. presents the Service Charter 2021 and the Airport Service Guide, which is useful for all passengers arriving at and departing from 's Antonio Canova airport. In the first part, you will find a brief introduction to AER TRE S.p.A. and a paragraph on environmental issues. In the second, you will find a guide to the services available at Treviso Canova airport, with useful and updated information to make your travel experience more pleasant and comfortable.

2020 was a year marked by the global pandemic, which is still ongoing and which continues to affect many sectors, in particular those of tourism and air transport. As a result, in 2020 Treviso airport was closed from March to December. Part of the traffic planned for Treviso was temporarily shifted to airport.

For the same reasons, the surveys aimed at passengers were interrupted, since March 2020, which is why the section on Quality Indicators is not included in this document.

1 SUMMARY Treviso Antonio Canova Airport

About us: AER TRE S.p.A. 4 Environment 4

Service Charter 2021

Complaints 7

Service Guide 2021

Airlines 13 Check-in and bag drop 14 Security checks 15 Treviso Baggage regulations 18 Documents for countries outside the EU 19 What you can import 20 Lost and/or damaged baggage 20 Assistance and services for passengers with disabilities and/or reduced mobility (PRM) 21 Antonio Children 23 Pets 23 Transport of weapons 24 Lost and found 25 Airport map 26 How to reach the airport 28 Canova Useful numbers 31

2 3 About us: AER TRE S.p.A.

Since 1996, Treviso Antonio Canova airport has been part of the Venice Airport System. Save S.p.A., the company that manages Venice's Marco Polo airport, is indeed one of the main shareholders of Aer Tre (80%).

The airport operator is the body entrusted, under the control and supervision of the Civil Aviation Authority (ENAC), either with other activities or exclusively, with the task of administering and managing, in a transparent and non-discriminatory manner, the airport infrastructures and coordinating and controlling the work of the various private operators at the airport or within the airport system.

The two airports are 20 km apart and by virtue of their diversity in terms of type of facilities and traffic, they constitute a versatile airport hub.

Due to its geographical, structural and operational characteristics, Treviso airport is dedicated to regional, low-cost and charter flights. The two airports are therefore complementary and constitute an airport system that develops in harmony, with a view to a correct specialization of traffic.

Environment

Airport management at Treviso airport is carried out with particular attention to customer service and the environment. Indeed, the company has undertaken numerous environmental control and protection initiatives in recent years, making it a key player in the sustainability and environmental compatibility of airport activities.

In particular, Aertre is accredited at level 3+ Neutrality according to the international Airport Carbon Accreditation standard, the certification programme of the Airport Council International specifically for airports committed to reducing their carbon footprint.

4 5 Complaints

If you want to report a complaint to us regarding something that happened to you at Treviso Canova Airport and you are unable to identify the person responsible, on the basis of this Service Charter, you can contact Aer Tre SpA as airport operator:

• via the website using the form you will find athttps://www.trevisoairport. it/en/at-the-airport/complaints-and-suggestions.html • by writing an e-mail to [email protected], • by letter; • with the enclosed complaint form, detailing the circumstances, to be Service sent to: Aeroporto di Treviso “Antonio Canova” AerTre SpA, Viale Noalese n. 63/e, 31100 Treviso,

or to be handed in at the AerTre information office.

Charter Written feedback will be provided within 30 days of the complaint being sent. If the complaint regards the services provided by the airport operator, it will be dealt with directly; otherwise, we will forward it to the responsible third-party. 2021 In your complaint/suggestion/report, we recommend you do not provide any information from which sensitive data may be inferred (e.g. health status, religious, political, philosophical beliefs) unless such information is strictly necessary for the case-file.

If sensitive information is included, please make your complaint/ suggestion only using the "Complaints" form and that you expressly sign your consent to the processing of personal data.

6 7 In the case of a suspected crime (theft, damage, personal injury, etc.), we recommend you contact the Airport's Police Offices immediately.

If it is an accident that needs medical treatment, the Airport's First Aid Room will collect the declaration according to the instructions given by the person concerned.

To allow rapid and effective responses and fact-checking, please attach documentation of everything that may be useful to objectively verify your report (additional documents, tickets, airline tickets, receipts, certificates, etc.) together with all your flight information (airline/flight code/departure time).

If you would like to make a report, suggest possible improvements to our services, or leave us a positive comment about your travel experience, you can do so here https://www.trevisoairport.it/en/at-the-airport/ complaints-and-suggestions.html.

If your Airline has not complied with (EC) Regulation 261/2004 (boarding denied, flight cancelled, long delays), you may complain directly to the Airline you bought your ticket from. If they do not reply within six weeks, or do so inadequately, you can send a complaint to ENAC (Italian Civil Aviation Authority), the body designated for applying (EC) Regulation 261/2004. ENAC will take steps against the airline but only for penalty purposes.

For more information on your rights as a Passenger, see the ENAC website, (EC) Regulation 261/2004, and the information leaflet "Conosci i tuoi Diritti" (know your rights)*** at https://www.enac.gov.it/en/ publications/what-you-need-to-know-quick-guide-to-passenger-rights- when-travelling-by-air.

8 9 COMPLAINTS SUGGESTIONS

SUGGESTIONS & COMPLAINTS POSITIVE FEEDBACK

Name and Surname

Address

E-Mail

Telephone number

I read the privacy notice on the following page and the complete version at the link https://www.trevisoairport.it/privacy.html

Date Signature 10 11 Below is an overview of the services available at Treviso Airport in fully-operational conditions.

Airlines

COMPANY WEBSITE NUMBER

02 899 80 500 www..com 895 569 876 RYANAIR Service www.wizzair.com 895 895 4416 Russia + 7 ( 8 0 9 ) 5 0 5 4 7 7 7 www.pobeda.aero Other country Guide POBEDA +7 (499) 215 2300 2021

12 13 Check-in and bag drop Security checks

Some information and suggestions are given here about departure Hand baggage screening and regulations on prohibited items and procedures at Treviso airport, including check-in and bag-drop: liquids

When to arrive Remember to comply with all airport regulations and be prepared For all departures, you must be at the check-in area at least 2 hours for security checks so as not to lengthen the time taken by all other before take-off. passengers.

Where to go Further information is available on the ENAC website at https://www. The Departures area of Treviso Canova airport is on the first floor of the enac.gov.it/passeggeri/cosa-portare-bordo. terminal, and is accessible by escalator and lifts. When in the Departures area, look for the number of your flight's check-in desk on the display Going through security screens in the terminal. The number is shown at least 2 hours before the departure of the flight. Check your boarding pass by placing it on the electronic turnstile's reader, with the bar-code facing downwards. Check the size and weight of your baggage on your ticket or on the official website of the airline you are travelling with. Every airline has its At the X-ray screening roller, as well as the baggage itself, these personal own rules. items must be taken out and put into trays: laptops, mobile phones, tablets and other electronic devices. Put your coat and any other items You can check in your baggage yourself by using the self-service check- you are carrying on your person (coins, wallet, electronic devices, belt, in desks in the Departures area. trolley bag, etc.) into the trays. You can keep glasses (sight) on. Go through the metal detector and cooperate with staff if they ask to After check-in, please keep your boarding pass: you will be asked to make a manual check. show it at security and when boarding. Security staff may ask you to remove thing you are wearing (e.g. shoes) If you are unsure about something, contact the AERTRE information and to manually inspect hand bags or backpacks. desk in the Departures area. Remember to pick up all your belongings from the trays at the end of the inspection process. What to have with you You must have a valid travel document that you have already checked is valid for the destination country and for your airline's requirements. You must also know if you need an entry visa.

If you have an airline card (loyalty, frequent flyer, priority), remember to have it with you, to benefit from its services and opportunities.

14 15 Checks for liquids, aerosols and gels If you are carrying an item prohibited by law, or liquid substances that exceed the permitted quantities, you may decide to check them in as To pass security with liquids, aerosols and gels, you must have them baggage for the hold (if allowed), leave them in the Left Baggage (if separate from your hand baggage. allowed), or voluntarily abandon them at the security checkpoint.

Remember that: These items cannot be retained for any reason by either the Departures • only containers of up to 100 millilitres or equivalent (100 grams) are desk staff or security personnel. They may be donated to charity. permitted; • all containers must be in a transparent resealable plastic bag with a maximum size of 18 x 23 centimetres and a maximum capacity 1 litre. It must be possible to close the transparent bag with its contents (i.e. the containers must fit comfortably into it).

Each passenger (including infants) is allowed to carry only one transparent plastic bag of the above dimensions.

Liquids include: • water and other beverages, soups, syrups; • creams, lotions and oils; • perfumes; • sprays; • gels, including hair- and shower-gels; • contents of pressurised containers, including shaving foam, other foams and deodorants; • paste substances, including toothpaste; • mixtures of liquids and solids; • mascara; • any other product of similar consistency.

Since 2014, you can carry the following liquids outside of your baggage, but separately from your carry-on baggage: • medicines (OTT/no prescription required); • baby food (also without the child being present); • dietary products (liquids readily available in the sterile area of the airport, such as soft drinks and bar products, are not included).

Medicines and dietary products can only exceed the 100 ml limit if they are to be used during the journey and are needed for either medical reasons or a special dietary regime. The exceptions to the limits for liquids also include baby food. 16 17 Baggage regulations Documents for countries outside the EU General information: weight, labels, closure Documents and rules to follow for travellers coming from, and going to, countries outside the European Union For information on the size and weight of your hand and hold baggage, contact your travel agent or the airline you are travelling with. If your baggage exceeds the limits set by the airline, you may have to pay extra.

Always attach a label your baggage with the following information: name, surname, address, telephone number/email. The following information concerns the rules in force Before securing your baggage with padlocks, security straps or roll- during the period when Treviso airport was open up nylon, find out if your airline does baggage screening by opening to commercial traffic (i.e. until early March 2020); baggage. in compliance with the various regulations issued regarding Covid-19, the rules on departure and arrival If your baggage for the hold exceeds the allowed measurements, we to and from Italy have changed several times. recommend you contact the airline in advance for information on extra fees that the airline may charge you.

For travellers arriving in Italy If you are coming from a country outside the EU, on arrival at Treviso airport, you will have your documents checked by the border police. If they find irregularities in your documents, you will not be able to leave the airport. The procedure is that passengers arriving without valid documents are repatriated.

You can find detailed information at www.viaggiaresicuri.it of the Italian Ministry of Foreign Affairs. List of prohibited items Some items are prohibited according to civil aviation safety regulations; For those travelling abroad others are prohibited depending to the airline. There are also differences If your destination is a non-EU country, before departure, remember between items that can be carried in carry-on baggage and those that to check your passport's validity and expiry date. For a detailed check can be sent in the hold. For full information, you must refer to the specific on the necessary documents, we advise you to consult the dedicated regulations. section on the "Viaggiare Sicuri" website edited by the Crisis Unit of the Ministry of Foreign Affairs. You can see the updated list of items prohibited for the hold and for the If you are travelling to an EU country, it is sufficient to have your valid cabin directly on the website of ENAC. identity card with you.

Further information is available on the ENAC website.

18 19 What you can import Assistance and services for passengers Check the customs charter to see what you can take with you with disabilities and/or reduced mobility

Before starting a journey, remember to check on the traveller's customs General information charter issued by the Italian Customs and Monopolies Agency (Agenzia delle Dogane) to find out what restrictions apply: Since 26 July 2008, AERTRE, in compliance with the EC Regulation • importing works of art; No.1107/2006, has been providing an assistance service to passengers • importing of animals and plants and products of animal and plant origin; with disabilities and/or with reduced mobility (PRM). The EC Regulation • importing of ivory, furs, coral; holds airport operators responsible for assistance services at European • transporting cash. airports, and standardises the level of service. For this purpose, AERTRE has equipped the airport with totem call stations for requesting For information on taking currency or similar, please see the website: assistance and dedicated free parking spaces. (https://www.adm.gov.it/portale/). Assistance is free for passengers who are disabled and/or with reduced mobility.

Lost and/or damaged baggage How to request assistance The instructions to follow in the event of lost or damaged baggage To be guaranteed service quality, you should request assistance from the airline when booking your flight or at Always remember to collect your baggage before leaving the Arrivals least 48 hours before departure. hall at Treviso airport, and to check the baggage tag to make sure it is actually yours. The airline will inform you of the airports included in your itinerary.

In the event of loss and/or damage to your baggage, please follow this In some cases (e.g. for passengers recovering from surgery), the airline procedure: may require you to obtain a doctor's certificate authorising you to fly. • do not leave the baggage claim hall; • go to the Lost&Found office run by AERTRE, found close to the conveyors. Take your flight ticket with you; Who the service is for • to receive updates on the baggage recovery procedure, you can contact AERTRE's baggage office at +39 0422-315141 every day from 8:00 to The airport provides assistance to the following types of PRM, identified 22:00. by their international IATA codes: • visually-impaired or blind passengers (code BLND); • passengers with mobility disabilities, divided into three types:

those who cannot travel long distances; they can go up and down stairs, they can move self sufficiently (code WCHR);

20 21 persons who cannot travel long distances and cannot go up with the relevant legislation on hazardous goods. and down stairs; self sufficient on board aircraft (code WCHS) Also, 'recognised assistance dogs' are allowed to travel on board in the cabin free of charge, subject to prior notification to the carrier and within those who are completely immobile and not self-sufficient; the limits defined by the national rules applicable to the carriage of dogs. needing total assistance (code WCHC). CONTACTS: AERTRE Information Office: Tel. 0422 315111 • passengers with hearing disabilities (code DEAF); • passengers with cognitive or behavioural disabilities (code DPNA).

Special assistance for departing passengers Children If you come to Treviso airport by car, parking for disabled passengers is Rules at Treviso airport for travelling with unaccompanied children free in all the parking areas (Park A, Park B, Park C, Park D, Park B1/ in transit B2, Park E, and the Low-Cost park). Travel by unaccompanied minors is subject to restrictions and rules Near the passenger entrance, you will find the totem call station of established by the individual airlines. We therefore recommend AERTRE's PRM personnel. To see the position of the totem call station, consulting the official websites of your flight company. see the map available on the site. For detailed information on identity documents valid for travel, see the You can receive assistance: dedicated section on the website of the State Police and Ministry of • at the totem call station; Foreign Affairs www.viaggiaresicuri.it. • at the front desk.

You will be assisted according to your needs until boarding. Pets Rules at Treviso airport for travelling with pets Special assistance for departing passengers If you decide to take your pet, remember to inform the travel agent or The assistance service for PRMs is provided from aircraft disembarkation airline of when buying your ticket. Each carrier has its own rules on how to being accompanied to the means of transport, or to one of the exit to transport animals. For precise information, we recommend consulting points. the official websites of your airline.

Baggage and assistance dogs If the pet is small, it can be carried in the cabin with you, otherwise it will travel in the hold. You must in any case use a carrier appropriate for the EC Regulation 1107/2006 grants disabled persons and persons with pet's size. reduced mobility the right to take medical equipment with them and Remember to bring your pet's health card/booklet and passport, and to up to two items of mobility equipment per person, including electric check on the vaccinations and certificates required in the destination wheelchairs, free of charge, subject to prior notice of forty-eight hours country. and limited to the space available on board the aircraft, and in compliance

22 23 Transport of weapons Lost property Treviso airport and regulations on transporting weapons The procedure for recovering lost property at Treviso airport

Weapons transport is subject to regulations set by the airlines. For details on bookings and costs, see the official website of your airline. The Lost&Found Office at Treviso Canova Airport is on the ground floor in the Arrivals area. It is open to the public for the return of items from How the transport takes place 8:00 to 22:00. the transport of weapons (firearms, cutting and compressed-air) and If you want to report the loss of an item, fill out the form below with the ammunition is only allowed in the hold; required information. The lost-property office will take your request and Weapons must be unloaded, disassembled and packed in suitable contact you as soon as possible with a response. closed containers; Ammunition must be packed in appropriate impact-and fire-resistant Please note that found items will kept for 12 months from the date they containers. were found.

Handing over and collection After being labelled at the check-in counter, both arms and ammunition must be handed over to the Airport Police, who will check the documentation in the passenger's possession and then take them on board the aircraft. On arrival at Treviso Canova airport, weapons and ammunition must be collected from the Airport Police.

24 25 Airport map First floor Ground floor 10

AIRSIDE

LANDSIDE AIRSIDE 14 4 5 6 7 8 9 10 GATES GATES USCITA LANDSIDE 16 ARRIVI 8 9

AIRSIDE 11 3 AREA CHECK-IN LANDSIDE 17 12 2 13 15 19 VARCHI SICUREZZA 1 AIRSIDE

18 A LANDSIDE C CP 7

1 A 3 4 5 6 2

26 27 How to reach the airport By bus By car Locations connected by bus with Treviso Canova airport: Routes for reaching Treviso Canova airport by car. • Treviso: MobilitàDiMarca - 840 011 222; • Venice and Piazzale Roma railway station: ATVO line; From Bologna • Treviso railway station: Treviso Airlink shuttle; • take the A13 motorway towards ; • Piazzale Roma Venice: direct Barzi Service bus to Tronchetto Island + • continue on the E70-A4 motorway towards Venice; People Mover service to Piazzale Roma; • take the A27 motorway towards Belluno; • Mestre train station: ATVO line and Barzi Service bus; • exit the motorway at Treviso Sud; • seaside resorts (Jesolo, Cavallino, Eraclea, Bibione, Lignano): ATVO • at the roundabout, take the third exit; line. • keep straight on and enter the ring road of Treviso; • follow the signs to the "Aeroporto". Where to take the bus At the airport: in via Noalese, on the right as you exit the airport. From Milan • take the A4 motorway towards Venice; Where to buy tickets • take the A27 motorway towards Belluno; At the Treviso airport ticket office on the ground floor, Arrivals area; on • exit the motorway at Treviso Sud; board the bus. • at the roundabout, take the third exit; • keep straight on and enter the ring road of Treviso; • follow the signs to the "Aeroporto". By taxi From Belluno The service at the airport is provided by the company Radio Taxi Treviso. • take the A4-E70 motorway towards Venice; • exit the motorway at Treviso Sud; Information and bookings • at the roundabout, take the third exit; Telephone: +39 0422 431515 • keep straight on and enter the ring road of Treviso; taxi SMS: +39 338 844 2000 • follow the signs to the "Aeroporto". For more details on fares applied, before boarding the vehicle, ask the staff in charge. From • take the A4 motorway towards Venice; • take the A27 motorway towards Belluno; Car rental • exit the motorway at Treviso Sud; Treviso Canova Airport has car-rental services run by various companies. • at the roundabout, take the third exit; • keep straight on and enter the ring road of Treviso; Where to do the paperwork for car rental • follow the signs to the "Aeroporto". At the offices of the rental companies inside the airport, on the ground floor in the Arrivals area. PLEASE NOTE: even if you have already booked the rental, before

28 29 picking up your car, you must go to the rental-company's office at the Useful numbers airport.

Where to collect/drop off the car INFORMATION/TICKETING +39 0422 315111 To collect your car, turn left out of the airport and walk along the pedestrian way covered by the canopy to the parking area. After about 50 metres, State-run agencies on your right you will see signs for Rent a car. To return your car, coming from the ring road, take the second entrance BODY NUMBER to the airport on your left, follow the internal road system by turning right CUSTOMS +39 0422 315366 and follow the Rent a car signs. FINANCE POLICE +39 0422 315358 POLICE +39 0422 299611

Car rentals AGENCY NUMBER SICILY BY CAR +39 0422 264243 AVIS/BUDGET +39 0422 433351 EASYDRIVER +39 0422 431567 EUROPCAR +39 0422 262091 FIREFLY +39 0422 22077 HERTZ +39 0422 264216 LOCAUTO +39 0422 433834 MAGGIORE +39 0422 210115 SIXT +39 342 9947 483 WIN RENT / LEASYS +39 042 2433471 / 199 151151 GOLD CAR / RHODIUM +39 392 2211597 / 199 240612 ECOVIA / AUTOVIA +39 0422 378075 / +39 380 2170134 Transport BODY NUMBER MOM - MOBILITÀ DI MARCA 840 011 222 BIGLIETTERIA ATVO +39 0422 315381 BARZI SERVICE +39 348 8367185 / 892080 ITALO TRENO 060708 / +39 0689371892 RADIOTAXI +39 0422 431515 TRENITALIA +39 06 3000 / +39 02323232

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