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Service Charter 2021 and the Airport Service Guide, Which Is Useful for All Passengers Arriving at and Departing from Treviso's Antonio Canova Airport

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Service Charter 2021 and the Airport Service Guide, Which Is Useful for All Passengers Arriving at and Departing from Treviso's Antonio Canova Airport 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 Treviso'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 Venice 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, Italy 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.ryanair.com 895 569 876 RYANAIR Service www.wizzair.com 895 895 4416 WIZZ AIR 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.
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