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Presentazione Standard Di Powerpoint Service Charter 2021 1 Summary Introduction pag. 3 Fellini Airport commitment to quality pag. 4 Who is AIRiminum 2014 S.p.A. pag. 5 The environmental policy pag. 7 2020 - Annus horribilis pag. 8 Relevant information pag. 10 Useful numbers pag. 11 Getting to Rimini Airport pag. 13 Car parks pag. 16 Airport services pag. 17 Services to passengers with reduced mobility pag. 23 The Terminal pag. 25 Suggestions for a pleasant trip pag. 27 Travelling during Coronavirus times pag. 31 Suggestions and complaints pag. 42 2 Dear Customer 2020 will be remembered forever as the year of AIRiminum 2014 S.p.A (later Coronavirus. Since February 2020 the whole world has AIRiminum) in accordance with the experienced an extremely dramatic health emergency guidelines published by Enac (Italian due to the outbreak of the virus Covid-19 that has National Civil Aviation Authority) seriously affected the population and the entire continues to improve its Service production system bringing the airport system to its Charter by updating the deal with its knees. In this scenario, AIRiminum is strongly committed customers, with the purpose of to protecting its passengers, customers and employees informing them about services by ensuring the application of all protection and currently provided and improvements prevention measures to the spread of the virus as per that intends to put into practice to national and international legislation. implement its own performances. Please refer to the Covid section of this document to see all the rules for a safe trip. 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 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. 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. The implementation of video surveillance service fits into this context and will help make our infrastructure ever safer and control more effective 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. 4 Who is AIRiminum 2014 S.p.A. Federico Fellini Airport is one of the 38 airports that the National Plan of Airport defines Later, Rimini and San Marino Airport, with a forward-thinking intuition, opened new “of National interest”. After being, in the 70s, the 4th Italian Airport regarding passenger routes and stated itself as a front door for Russian citizen to Italy, developing a transport, it then suffered the events related to its territory of belonging, which had to consistent traffic with countries of the former Soviet Union. 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. From April 1st 2015, the Airport is administrated by AIRiminum, a completely private The infrastructure, located at the centre of the major Italian touristic reservoir and company that, because of that, represents a fairly original model in the Italian landscape certainly among the most important in Europe, can count on a catchment area of considering airports of such dimensions, dominated by the presence of public managers. 2.500.000 inhabitants living in Romagna, in the neighbouring province of Pesaro- The growth results in terms of passenger flows, economic revenues and performance Urbino and in San Marino Republic. Exactly, the matching with the most ancient towards the best airlines, recently placed AIRiminum as a reference point for other Republic of the world gives great potentialities to this airport. experiences of airport operations of similar size. On its territory of pertinence emphasize more than 40.000 companies and, in addition to the residents can count on more than 40 million of tourist numbers . 5 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) CHIEDIORMAZIONI 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). 6 6 The environmental policy 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 In 2020 we supported an important awareness campaign subject, are objectives particularly felt to environmental sustainability that promoted a training by this management. path for all airport staff on issues related to the environment and the contribution that everyone can give The containment of the energetic both in the workplace and from a personal the point of consumptions and the use of view. renewable sources to reduce the The project involved schools of technical training which polluting issues, constitute a further enthusiastically embraced the project under the PCTO connatural element to our typical programme and whose results will be published on our activity of airport managers. website in the future. At the same time, the attention to the safety and the health of our own staff is fundamental in our business policy. It keeps going on the "Romagna Plastic Free“ project by reducing the use of plastic in general and promoting the use of reusable plastic where (for safety reasons) it was impossible to eliminate it. In line with the strategy for reducing pollution sources, we are participating in the ADRIGREEN transnational project. The project, funded by the European Union, aims to reduce emissions to the atmosphere and we have chosen to modify the fleet of airport vehicles, buying three electric tractors for the handling of luggage. 7 2020 - Annus horribilis After the brilliant results of previous years, 2020 was to be the definitive relaunch of our airport and the forecasts, corroborated by the data for January and February, were The pandemic and the consequent restrictions pointing exactly in that on travel between nations, has had dramatic direction. effects on our airport also in consideration of its However, the COVID-19 particular business model which does not pandemic fell on this include domestic flights and is largely based on scenario, which at first forced non-Schengen flights. us to completely close the airport on ministerial order from 13 March to 5 May, then only allowed a small recovery in the period June- September allowing us to reach the disappointing result of about 48,000 passengers (including 11,000 of transits alone). We therefore had to deal with a 90% decrease in traffic (net of transits) that only the prudence of the previous management allowed us to overcome with relative tranquility. 8 2020 - Annus horribilis In the long periods of inactivity, we then tried to Obviously, during the periods of activity, all the transform a crisis into an safeguards in terms of structures, means and opportunity, and we personnel have been set up to fight and prevent therefore chose to dedicate the occasions of contagion from the virus, ourselves to an important strictly following the regional, national and maintenance work on the ENAC regulations. terminal in order to offer our future users a renewed, more functional and safer environment . At this time, in anticipation of the hoped-for recovery, we are also in dialogue with the Public Health Authority to prepare a whole series of internal services at the airport that allow future travelers to fulfill the medical and safety duties that the period will still require. 9 Guide to facilities 10 Useful numbers - AIRiminum Aeroporto di Rimini – San Marino F. Fellini Via Flaminia 409 47924 Miramare di Rimini (RN) Information: +39 0541 379800 E-mail: [email protected] Website: www.riminiairport.com 11 Airport bodies Enac Civil Aviation Authority • Tel. +39 051 6479690 Emilia-Romagna Enac Rimini Office • Tel. +39 0541 373244 Border Police • Tel. +39 0541 478112 Customs • Tel. +39 051 3783583 Guardia di Finanza • Tel. +39 0541 379841 12 Getting to Rimini Airport 13 14 BY CAR: BY BUS: From main train station to From Bologna and Ancona: BY TRAIN: airport: highway A14, exit Rimini sud Main railway station: or Riccione.
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