Service Letter to Citizens Presentation

INFRAERO – Service Letter to Citizens

Infraero: everyday closer to you. Inside this concept, Empresa Brasileira The entrance of Infraero into the Decree of Access to Information de Infraestrutura Aeroportuária – INFRAERO aspires to be everyday closer (Lei de Acesso à Informação – LAI) also represents its commitment to society. After all, over 110 million passengers that go through our 63 to give transparency of its activities when facing society. Currently, per year. A number that, without a doubt, reaches a large portion of the there are also several channels of digital integration with the Brazilian population. presence of Infraero in Social Media. And also, the Enterprise has two apps that though technology and agility complement some of And so that the citizen gets to know and is more informed about what its services: they are: Infraero Voos Online, released in 2011, and INFRAERO offers, we are launching theService Letter to Citizens, which Infraero Aeroperto, recently released. represents another INFRAERO product always aiming to take better care of our clients. I will list some examples of this commitment. In the Now we also widened the range of options so that the citizen knows beginning of 2010, we released the Passenger Guide, a publication even better what Infraero offers. With the release of the Service that sums up a large part of the information that a traveler needs during Letter to Citizens, we reinforce our commitment with transparency boarding and disembarking. Nowadays, the content has been expanded and responsibility in making public all the channels and services of and counts with the participation of all the organisms that make up the the Enterprise, besides definitively complying with the Decree nº airline industry sector, making the Guide complete and informative. 6,932 of August 11, 2009. With the publication of the digital version (www.infraero.gov.br), we can easily and quickly each new service Always seeking to listen to our public’s wishes, we launched the for citizens. Ombudsman service in 2003. And to periodically reinforce it, we do researches to measure the degree of satisfaction of the passengers in the Good Reading, main network of airports of the Infraero Network, so that we improve our management. Gustavo do Vale – President of Infraero REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offer the passenger free Face to face Face to face: Select a network of your choice internet access through WI-FI Airport boarding rooms at: (INFRAERO WiFi Grátis - TIM, technology in the departure Aeroporto de /Pampulha-Carlos Drummond de Andrade –MG NET-VIRTUA-WIFI-BY-INFRAERO lounges Aeroporto Internacional de Confins – Tancredo Neves – MG or INFRAERO WiFi Grátis - Aeroporto Internacional de - Afonso Pena - PR LINKTEL) and register Aeroporto Internacional de - Eduardo Gomes - AM Aeroporto Internacional de - Pinto Martins - CE Aeroporto Internacional do /Galeão - Antonio Carlos Jobim – RJ PRODUCTS Aeroporto Internacional de Natal - Augusto Severo - RN Aeroporto Internacional do /Guararapes - Gilberto Freyre - PE SERVICES Aeroporto Internacional de Salvador - Dep. Luís Eduardo Magalhães – BA Aeroporto Internacional de Belém/Val-de-Cans - Júlio Cezar Ribeiro - PA Aeroporto de São Paulo/Congonhas - SP Aeroporto do Rio de Janeiro - Santos Dumont - RJ Free internet FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / access AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

After checking in and accessing the Time necessary for completing Face to face Board of Commerce Connectivity departure lounge, the passenger may the registration form for acces- / Superintendence of use their equipment for accessing sing the service Commercial Business the internet (cell phone, notebook, etc.), and chose the network service provider and register informing their flight number, seat number, date off light and airport of origin REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offer suggestions for activities Online Online: Have internet access at the airports and close by a) on the free app “Infraero based on the geolocation of Aeroperto” the traveler en each AIRPORT

PRODUCTS SERVICES

Aeroperto

FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Download the “Aeroperto” Immediate. This service is Online Presidency / Institutional Travel app via smartphone available 24 hours a day, Communication; Board of seven days a week Commerce / Superintendence of Commercial Business REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION NECESSARY I OBJECTIVE PROVIDING (locations and SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Work the relationship Personally, online and Personally: To dialogue with the Press between organs of telephone a) through scheduled interviews Office, the requesting party the press and Infraero, must act in a communication providing services, Online: vehicle, organs of the press and exploring guidelines and a) through the e-mail [email protected] other communication offices solving problems Telephones: (61) 3312.3924; 3312.3917 or 3312.3926 PRODUCTS 24hour shift: (61) 9981.8411 SERVICES

Press services WAITING TIME FORMS OF COMMUNICATION FOR SERVICE / BOARD OF AREAS OF MAIN STEPS FOR BETWEEN TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE PROCESSING THE INFRAERO AND SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY

The journalists that work Can be immediate or Personally, online and Presidency / Press Office Information to society at communication vehicles depending on the question telephone or organs of the press may posed by the journalist, request interviews through one according to the deadline of the available channels, or (time given by be journalist send in their doubts, questions to finalize the demand) or information requests through e-mail or telephone, to the Press Office REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Provide information for the Telephone and online Telephone: To send an email, fill out the dealers, airplane owners, a) telephone 08007233399 form on the link http://www. dispatchers, parking holders infraero.gov.br/aplicacoes/ and users in general, about the Online: cobrança financial billing system. a) access the Infraero Portal through the link http://www.infraero.gov.br/aplicacoes/cobrança PRODUCTS SERVICES

Financial

Client FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / Services AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES – Central PARTY Billing

By making a free call or Immediate – via telephone Telephone and online Finance and Support Services Finance through Up to a maximum of 12 hours Board / Superintendence of the Infraero portal via the Infraero Portal Finance REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offer – through roaming Personally Personally: To be at one of the airports of helpers present at the airport a) at airports of the Infraero Network the Infraero Network terminals and who wear a yellow vest “Can I Help?” – information about the airport services and special services PRODUCTS SERVICES

Roaming

help FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE (yellows) AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Identify the roaming helper Immediate Personally Operational Development Information and state your question Board / Superintendence of Operational Management REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY I OBJECTIVE SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Offer information related Personally and telephone Personally: To be at one of the airports of to services provided in the a) at information desks in the main airports of the Infraero Network and search main airports and carry out the Infraero Network for a desk. In case you do not special services find it, search for a roaming Telephone: helper (CAN I HELP?) a) informed on the corporate portal of the Enterprise PRODUCTS SERVICES

Information Desk WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN PROCESSING THE TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE INFRAERO AND SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY

Immediate Personally and telephone Presidency / Institutional Costumer service X Communication REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offer information about public Online Online: To have internet access service exams carried out by a) access the Infraero portal through the website www.infraero.gov.br Infraero and click on the link “Contests Infraero”

PRODUCTS SERVICES

Public Service WAITING TIME FORMS OF MAIN STEPS FOR FOR SERVICE / COMMUNICATION BOARD OF AREAS OF PROCESSING TIME LIMITS FOR BETWEEN INFRAERO DIRECTORS / Exam AND THE PERFORMANCE THE SERVICE COMPLETING AREA THE SERVICES INTERESTED PARTY

Access the internet and type Immediate Online Management Board / Human Resources the aforementioned address Superintendence of Human Resources Management REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Provide service of traffic control Radiofrequency Voice communication through To have radio communication to the arriving or departing radiofrequency at airports that equipment and trained airplanes at one or more have the Air Traffic Control personnel for air traffic control airfields and close by areas in a Service service specific region

PRODUCTS SERVICES

Air traffic

control FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

To have present a valid flight In flight: immediate Contact by radiofrequency Operational Development Air Navigation plan and have requested the On the ground: as demand Board / Superintendence of air traffic control service and and authorization be Air Navigation guidance during flight issued REQUIREMENTS, DESCRIPTION FORMS OF ACCESS CHANNELS DOCUMENTS AND OBJECTIVE PROVIDING (locations and NECESSARY I SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Present a store mix to Personally Personally: To be at one of the airports airport users a) through commercial establishments offered at of the Infraero Network the airport terminals and enjoy the store mix

PRODUCTS SERVICES

Commercial establishments

(Aeroshopping) WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN Focus on the PROCESSING THE TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE SERVICE COMPLETING THE INFRAERO AND SERVICES THE INTERESTED Store Owner PARTY

Immediate Personally Board of Commerce Shopping X / Superintendence of Commercial Business REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offering parking infrastructure Personally Personally: Vacancy for passengers, users and OBS: there are two a) parking of all airports in the Infraero Network visitors of the airport modes of providing this service: parking managed by Infraero and leased areas PRODUCTS SERVICES

Vehicle

Parking FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Access, permanency and According to the movement of Personally Board of Commerce Transport payment passengers and vehicles / Superintendence of Commercial Business REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Provide information about Personally, online and Personally: To be at one of the Infraero norms that guide the aviation printed out a) a printed out version is available at the Network Airports and request sector, the rights and duties information desks at the airports the passenger’s guide at the of the passengers, and other information desk; information of interest to the Online: To have internet access and traveler a) Infraero portal www.infraero.gov.br through consul the Infraero portal on the the link www.infraero.gov.br/fiquepordentro/#/ corresponding link; home; and Download the free Infraero Voos PRODUCTS Online App via smartphone b) free Infraero Voos Online App available in the SERVICES following smartphone platforms: iOS, Android, Windows Phone, BlackBerry and Java.

MAIN STEPS FOR c) Infraero Facebook fan page: https://pt-br. PROCESSING facebook.com/InfraeroBrasil THE SERVICE Passenger

Guide FORMS OF WAITING TIME COMMUNICATION FOR SERVICE / BOARD OF AREAS OF Personally: BETWEEN INFRAERO TIME LIMITS FOR DIRECTORS / PERFORMANCE a) request the passenger guide at the AND THE COMPLETING AREA airport information desks; INTERESTED THE SERVICES PARTY Online a) access the Infraero portal www.infraero. gov.br, click on the link “passenger’s guide” and search for the subject of your interest;

b) access the free Infraero Voos Online App Immediate. This service is Personally, online and Presidency / Institutional Travel and search the link passenger’s guide available 24 hours a day, printed out Communication; Coordination: seven days a week. National Authority Note: to ease your search, the citizen Commission of Civil Aviation might choose the links “before travelling”, Secretariat “during the flight”, “on arrival” and “international travel”. The passenger’s guide is available in Portuguese, Spanish and English. REQUIREMENTS, DESCRIPTION FORMS OF ACCESS CHANNELS DOCUMENTS AND OBJECTIVE PROVIDING (locations and NECESSARY I SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Disclose the systematic Personally and online Personally: The user must request the Infraero adopted at the Cargo Logistics a) at the Cargo Logistics Terminals in the airports Cargo Guide at one of the Cargo Terminal in the airports of the of the Infraero Network Logistics Terminal Infraero Network, involving the Access the internet and consult processes of import, export, Online: the Infraero Portal at the national cargo and express a) at the Infraero portal www.infraero.gov. corresponding link; shipment – Courier, presenting br, through the link http://www.infraero.gov. Request by e-mail at: content support for carrying br/index.php/br/negocios-e-servicos/guia- [email protected] PRODUCTS out procedures inherent to air infraerocargo.html transport and cargo clearance SERVICES activities.

Infraero

Cargo FORMS OF MAIN STEPS FOR WAITING TIME COMMUNICATION PROCESSING THE FOR SERVICE / BETWEEN BOARD OF AREAS OF SERVICE TIME LIMITS FOR INFRAERO AND DIRECTORS / AREA PERFORMANCE Guide COMPLETING THE THE INTERESTED SERVICES PARTY

Personally: a) request an Infraero Cargo Guide at Immediate. This service is Personally and online Board of Commerce / Air Cargo one of the Cargo Logistics Terminal available 24 hours a day, Superintendence of Cargo in the airports of the Infraero seven days a week Logistics Network

Online: a) access the Infraero portal www. infraero.gov.br and click on the link “Infraero Cargo” and then click on “Businesses and Services” REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Providing aviation information Personally and Personally: The pilot must comply with the pertaining air traffic service telephone a) in the aviation information service (AIS) rooms located at legal requirements listed by the relative to the territory of a the airports National Civil Aviation Agency country, as well as receiving – ANAC (www.anac.gov.br) flight plans (document Telephone: that discriminates all flight a) consult the list of telephones in the Air Routes Manual information) from the pilots that (ROTAER), through the address www.aisweb.aer.mil.br present themselves before the PRODUCTS airplanes leaves SERVICES

Airfield

Aviation FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / Information AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

The pilot collects the information Immediate Personally and telephone Operational Development Air Navigation necessary for planning the flight Board / Superintendence of provided by the AIS room. Once this Air Navigation is done, he fills out a flight plan and hands in the document to the AIS room operator, so that he can process it. The pilot gives the flight information to the AIS room operator by telephone, to process the flight plan REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Providing airplane pilots Radiofrequency Voice communication through To have radio communication with information on airfield radiofrequency in airports that have equipment and flight trained conditions and about other the Airfield Flight Information Service personnel airplanes that are on route or (AFIS) taking off

PRODUCTS SERVICES

Airfield flight information

FORMS OF – service WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE provided in AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES airports that PARTY do not have the Airfield

Control Tower To have presented a non- Airplanes in flight: immediate Communication via Operational Development Air Navigation expired flight plan and be in Airplanes on land: depending radiofrequency Board / Superintendence of Air radio contact with the Airport on time for takeoff and Navigation Radio station availability of the authorization be given by the Area Control Center (ACC), if that is the case REQUIREMENTS, DOCUMENTS AND FORMS OF ACCESS CHANNELS DESCRIPTION NECESSARY I PROVIDING (locations and OBJECTIVE NFORMATION SERVICE how to) TO ACCESS THE SERVICE

Give meteorological Personally, telephone and Personally: To have an infrastructure of support to pilots at the online a) airfield meteorological centers –CMA, located at meteorology to provide the airports the AIS rooms of the airports service

Telephone: a) consult the list of telephones in the Air Routes Manual (ROTAER), through the address www.aisweb. PRODUCTS aer.mil.br Online: SERVICES a) through the address www.aisweb.aer.mil.br;

b) Infraero portal www.infraero.gov.br – click on the meteorological radar icon that presents the REDEMET information (rede de meteorologia do comando da aeronáutica) Meteorological Information of

the Airfield WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BETWEEN BOARD OF AREAS OF PROCESSING THE TIME LIMITS FOR INFRAERO AND DIRECTORS / AREA PERFORMANCE SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY

Consulting the meteorological Immediate Personally, telephone and Operational Development Air Navigation information with meteorology online Board / Superintendence of professionals stationed at the Air Navigation AIS rooms REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Provide information on the arrivals Personally, Personally and Audiovisual: Be present in one of the airports and departures of scheduled audiovisual and a) the information screens distributed in several points of the of the Infraero Network close passenger flights online airports administered by Infraero. to one of the flight information by airport and airline; panels; Provide information on the operating b) information desks of the main airports of the network To have internet access and conditions of the airfield. consult the portal through the Note: it is important to stress Online: corresponding link; that the airline is responsible for a) the Infraero Portal through the link “Consulte seu Voo” at the Download the Infraero PRODUCTS information on the flights address http://voos.infraero.gov.br/voos/index.aspx; App online through your smartphone; SERVICES b) free Infraero Voos Online App available in the following To have an account on the social smartphone platforms: iOS, Android, Windows Phone, BlackBerry network Facebook and access and Java. the InfraeroBrasil fan page MAIN STEPS FOR PROCESSING THE SERVICE c) Infraero Facebook fan page: https://pt-br.facebook.com/ InfraeroBrasil

Information d) Situational Operation Map of the airports administered by about Infraero Observe on the information screens at the flights airports the situation of the flight (times, FORMS OF boarding gates, arrivals, etc.); WAITING TIME COMMUNICATION BOARD OF Through the Infraero Portal www.infraero. FOR SERVICE / AREAS OF BETWEEN INFRAERO DIRECTORS / TIME LIMITS FOR PERFORMANCE gov.br, access the link “flights online”. On the AND THE AREA COMPLETING INTERESTED screen “consulte seu voo” fill out the field THE SERVICES “Aeroporto” and then search for the flight PARTY you are interested in through “Companhia Aérea” (Airline Company) or “Número de Voo” (Flight Number). Through the Infraero App Voos Online it is possible to search a flight by the flight number, airline company or airport. You Immediate Immediate. This service is Presidency / Institutional Regular passenger may search in Portuguese, English or available 24 hours a day, Communication; Operational flights Spanish. This app allows you to share the seven days a week Development Board information via social networks. / Superintendence of Access the social network Facebook, search Operational Management for the Infraero fan page and search your / Superintendence of flight, filling out the blanks available Information Technology REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Widen the offer of products Personally Personally: To be at one of the sold in the food sector at the Currently the establishments with Popular Snacks already are aforementioned airports airport, guaranteeing clients available at the following airports: of the Infraero network more accessible prices Aeroporto Internacional de Curitiba - Afonso Pena - PR Aeroporto Internacional de Fortaleza - Pinto Martins - CE Aeroporto Internacional do Rio de Janeiro/Galeão - Antonio Carlos Jobim - RJ Aeroporto Internacional do Recife/Guararapes - Gilberto PRODUCTS Freyre - PE Aeroporto Internacional de Salvador - Dep. Luís Eduardo SERVICES Magalhães - BA Aeroporto de São Paulo/Congonhas - SP Aeroporto do Rio de Janeiro - Santos Dumont - RJ Aeroporto de - Governador José Richa - PR Aeroporto Internacional de - Salgado Filho - RS Popular

Snacks FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Look for the establishment at Immediate Personally Presidency / Institutional Food and beverages the airports that practice this Communication; Board of service and make use of it Commerce / Superintendence of Commercial Business and Cargo Logistics REQUIREMENTS, DESCRIPTION FORMS OF ACCESS CHANNELS DOCUMENTS AND OBJECTIVE PROVIDING (locations and NECESSARY I SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Offer Internet users Online Online: To have internet access information through a) facebook.com/InfraeroBrasil; the social medias made facebook.com/InfraeroCargo; available by Infraero facebook.com/aeroshoppingaeroportos

b) twitter.com/InfraeroBrasil; twitter.com/aeroshopping

PRODUCTS c) youtube.com/user/canalinfraero

SERVICES d) aeroshopping aeroportos

e) @infraerobrasil

Social Medias - WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BETWEEN BOARD OF AREAS OF Interactions PROCESSING THE TIME LIMITS FOR INFRAERO AND DIRECTORS / AREA PERFORMANCE SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY

Access the internet and type In the interactive channels, Online Presidency / Institutional the aforementioned addresses the response time might Communication; X to access or interact with the be immediate or up to 48 Board of Commerce Infraero channels hours, depending on the / Superintendence of demand Commercial Business and Cargo Logistics REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Present monthly and/or annual Online Infraero portal through the “Estatística” link: http:// To have access to the Internet statistical data relative to www.infraero.gov.br/index.php/br/estatistica- and consult the Infraero portal Domestic and International dosaeroportos.html on the corresponding link operational movements of Passengers, Airplanes, Air Cargo, Mailbag of the airports PRODUCTS SERVICES

Operational

Movements FORMS OF WAITING TIME MAIN STEPS FOR COMMUNICATION BOARD OF FOR SERVICE / AREAS OF PROCESSING BETWEEN INFRAERO DIRECTORS / of the TIME LIMITS FOR PERFORMANCE THE SERVICE AND THE AREA COMPLETING INTERESTED airports in THE SERVICES PARTY the Infraero

Network Immediate: This service is Online Management Board / Statistics X available 24 hours a day, seven Superintendence of Airport days a week Development REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and how SERVICE to) INFORMATION TO ACCESS THE SERVICE

Offer a relationship channel Personally, online, telephone Personally: To opt for one of the several to society to receive claims, and mail correspondence a) at Infraero Headquarters, at the address Setor Comercial communication venues complaints, suggestions, Sul - Quadra 4 Bloco A Lotes 106/136 - Edifício Centro-Oeste - available by the Ombudsman. compliments, information Brasília - DF, on working days and on business hours; Currently the registered data requests related to services are optional, but in case the provided by the Enterprise. b) at the Ombudsman sector in the airports, during business citizen would like a response to hours; his appeal, and also to facilitate taking care of his demand with PRODUCTS c) at information desks at the main airports, requesting the the responsible sectors, it is clerks to register your plea directly into the computer system; recommended that he inform SERVICES his personal identification, d) at the airports, filling out the Ombudsman forms available address, e-mail, date and place in the information desks, totems or suggestion boxes. of the occurrence and detailed description of the plea. In case Online: of complaints, they must be a) Infraero Portal through the link http://www.infraero.gov.br/ substantiated with concrete Ombudsman aplicacoes/prouvi data and proof that might prove the truthfulness of the facts Telephone: WAITING TIME a) service central: 0800 727 1234 MAIN STEPS FOR FOR SERVICE / PROCESSING TIME LIMITS FOR Mail Correspondence: THE SERVICE COMPLETING a) PO Box 8626 - CEP 70312 - 970 - Brasília - DF THE SERVICES

FORMS OF COMMUNICATION BOARD OF AREAS OF BETWEEN INFRAERO DIRECTORS / PERFORMANCE Register the demands through Immediate for the registration AND THE AREA the access channels available, of the demands, personally or INTERESTED send and wait for a response through the 0800 number; 20 PARTY days is the time limit for an answer to the clients with a position about the measures taken by the responsible areas. OBS: When the subject cannot be resolved immediately, we inform Personally, online, telephone Presidency / Ombudsman Information, claims, an estimated time limit for the and mail correspondence complaints, suggestions, conclusion of the plea compliments, requests REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY I OBJECTIVE SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Store and restore Personally Personally: 1. The retrieval by the owner of objects under the protection of lost and found a) at the Lost and Found sector the area responsible for lost and found should occur under the material possessions following conditions: by passengers and users b) responsible for the activities of a) presentation of a non-expired legal photo identification of the airports Supervising at the Airport, beyond document; administrative hours b) full conference of the item to be returned with registration of PRODUCTS the lost and found control system; SERVICES c) fill out the specific form for returning the items found. 2. If retrieval by the owner is impossible, he or she may authorize another to retrieve them by fax, e-mail or formal letter, containing the following information: a) name, address and telephone number of the owner;

b) registry number of the control system of lost and found; Lost and WAITING TIME MAIN STEPS FOR FOR SERVICE / c) basic description of the item; PROCESSING THE TIME LIMITS FOR Found SERVICE COMPLETING THE d) name, number of the legal ID document, address and SERVICES telephone number of the person designated to retrieve the object

FORMS OF COMMUNICATION Inform the characteristics of Immediate – If the item found is BETWEEN BOARD OF AREAS OF the item lost so that the truth not reclaimed in up to 30 (thirty) INFRAERO AND DIRECTORS / AREA PERFORMANCE of the information provided is days, the airport will make an THE INTERESTED proven and present a legal ID inventory of the item and carry PARTY document out a legal proposition with the Federal Justice for the voluntary jurisdiction in order to receive revenue from lost objects and the requisition of indemnity Personally Operational Development Costumer Service for expenditures occurred Board / Superintendence of due to the safekeeping and Airport Security conservation of the items REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Offer information and services Online Online: To have access to the Internet to people on the Internet a) Infraero Portal through the website and consult the Infraero portal www.infraero.gov.br in the corresponding link

PRODUCTS SERVICES

Corporate

Portal FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / of the AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES Enterprise PARTY

Access the Infraero Portal through Immediate Online Presidency / Institutional Interface Web the aforementioned link Communication; Management Board / Superintendence of Information Technology REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Receive, store and deliver Personally, online and Personally: Register at the online cargo merchandise telephone a) at the Cargo Logistics Terminals system

Online: a) access the Infraero Portal through the link http:// tecanet.infraero.gov.br/infraerocargo/ Free App Carga Aérea Online, specific for cargo tracking;

PRODUCTS b) e-mail [email protected] (go to tracking)

SERVICES c) Access the e-mails of the CACs through the link http:// www.infraero.gov.br/index.php/br/faleconosco/fale- conosco.html

Telephone: a) client service central. The telephones of all the terminals Cargo are available through the App Carga Aérea Online

Processing FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Online: Immediate (the waiting Personally, online and Board of Commerce / Air Cargo For cargo monitoring: time varies due to the telephone Superintendence of Cargo a) access the App store and necessity of interference Logistics install the free App Carga Aérea from Receita Federal, Online for mobile platforms Anvisa, etc.) REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY I OBJECTIVE SERVICE how to) NFORMATION TO ACCESS THE SERVICE

Offer classes and workshops Personally and online Personally: Be at one of the airports of the Infraero though the Social Projects to low a) through the Infraero Network; Network that has a Social Project and have income residents who live close access to the internet to the airports under Infraero Online: management, with the objective a) Infraero Portal, through the link http://www. of providing social inclusion and infraero.gov.br /index.php/br/social.html insertion in the job market PRODUCTS SERVICES

Social Projects WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN PROCESSING THE TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE INFRAERO AND SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY

Be present at one of the airports Personally and online Management Board Social Project of the Infraero network and seek X / Management for the area responsible for Social Sustainability Projects; To have Internet access and consult the Infraero Portal at the link http://www.infraero.gov. br/in dex.php/br/social.html REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Allow tracking of cargo Personally and online Personally: The user must register through received at Infraero deposits a) at the Cargo Logistics Terminals the link http://tecanet. infraero. gov.br /infraerocargo/ Online: a) access the Infraero Portal through the link: http:// tecanet.infraero.gov.br/infraerocargo/ free App Carga Aérea Online, specific for tracking cargo

PRODUCTS b) e-mail [email protected] or access e-mails of the Costumer Service centers - CAC through SERVICES the link http://www.infraero.gov.br/index.php/br/ faleconosco.html

Cargo

tracking FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY

Online: To monitor cargo: 48 hours Online Board of Commerce / Air cargo a) access the App Store and install Superintendence of Cargo the free App Carga Aérea online Logistics for mobile platforms.

b) thought the website infraero. gov.br/infraerocargo, at the Online Air Cargo System REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE

Provide the access to public Personally and online Personally: Show up at the information of Infraero, those a) at address: Setor Comercial Sul - Quadra 4 - Bloco A - aforementioned address and not classified as confidential, Lotes 106/136 - Edifício Centro-Oeste - Brasília - DF have access to the internet as foreseen in the Decree of Access to Information (Lei Online: de Acesso à Informação no a) Infraero portal through the link: http://www.infraero. 12,527/2011) gov.br/index.php/br/servico-de-informacoes-ao-cidadao- PRODUCTS sic/sobre-o-servico.html b) electronic citizen information system (e-Sic), through SERVICES the link: http://www.acessoainformacao.gov.br/sistema/site/ index.html?ReturnUrl=%2fsistema OBS: It is also possible to present your request in written form (paper), printing one of the forms available a tour website and handing it in filled out at our SIC office, at the address above. If you prefer, the form may be filled Citizen out and sent via Fax to the number (61) 3312 3013 or to Information PO Box 8626 - Zip Code. 70312 - 970 - Brasília-DF WAITING TIME Service - SIC MAIN STEPS FOR FOR SERVICE / PROCESSING TIME LIMITS FOR THE SERVICE COMPLETING THE SERVICES FORMS OF COMMUNICATION BOARD OF AREAS OF BETWEEN INFRAERO DIRECTORS / PERFORMANCE AND THE AREA INTERESTED PARTY

It is possible to find the steps The time limit for an for processing this service answer is 20 days, at the link: http://www. extendable for another 10 acessoainformacao. gov.br/ days, counting starts as sistema/site/primeiro_ acesso. soon as the SIC receives the Personally and online Presidency Information access for the html demand society Service Letter to Citizens