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Carta Dei Servizi · Service Charter Call Centre 02 232323 Guida Ai Servizi Dell’Aeroporto @Miairports Con Inserto Dedicato a Persone Con Ridotta Mobilità

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Carta Dei Servizi · Service Charter Call Centre 02 232323 Guida Ai Servizi Dell’Aeroporto @Miairports Con Inserto Dedicato a Persone Con Ridotta Mobilità 2014 Carta dei Servizi · Service Charter Call centre 02 232323 Guida ai servizi dell’Aeroporto @MiAirports con inserto dedicato a persone con ridotta mobilità. www.milanomalpensa-airport.com Guide to Airport services and dedicated booklet for people with disabilities. Prendi in mano l’aeroporto! Con ViaMilano Program il wi-fi gratuito degli aeroporti di Milano è comodo e veloce.* *Velocità fino a 2 Mbps e 500 MB al giorno. viamilanoprogram.eu Sommario Summary Chi è SEA 4 SEA the Company 5 Contingency Plan 6 Contingency Plan 6 SEA e la formazione antincendio 7 SEA fights fire 7 Collegamenti da e per Malpensa 8 Connections to and from Malpensa 9 Informazioni utili per il viaggio 10 Practical tips 11 Consigli pratici 12 Useful tips 13 Articoli consentiti 19 Permitted items 19 Linate & Malpensa App 20 Linate & Malpensa Apps 21 SEArt 22 SEArt 23 La Politica della Qualità di SEA 24 Guide for passengers with disabilities I-XII or reduced mobility Guida ai servizi per i passeggeri I-XII con disabilità e/o a mobilità ridotta SEA Quality Policy 25 Milano Malpensa Terminal 1 26 Malpensa airport Terminal 1 26 Milano Malpensa Terminal 2 30 Malpensa airport Terminal 2 30 L’aeroporto di Milano Malpensa in cifre 32 Milan Malpensa Airport in numbers 33 Obiettivi di Qualità 2014 34 Quality objectives 2014 35 Numeri utili 40 Useful phone numbers 41 Compagnie Aeree - Numeri utili 42 Useful phone numbers – Airlines 43 Sempre in ascolto delle vostre esigenze 44 Ever attentive to your needs 45 Milano Malpensa 1 Gentili Passeggeri, SEA, per il 2014, si è data tra i tanti obiettivi anche quello di rendere gli aeroporti di Milano Linate e Mi- lano Malpensa ancor più efficienti in vista di Expo 2015, evento mondiale ospitato dalla città di Milano. Grazie al progetto “Qualità Expo” gli aeroporti di Milano saranno pronti ad accogliere, con servizi sem- pre più all’avanguardia, i numerosi passeggeri previsti per questo eccezionale appuntamento. Malpensa, attraverso un vero e proprio restyling, si ridisegna più attuale e accogliente, offrendo così ai passeggeri un ambiente sempre più confortevole e funzionale. Uno sguardo particolare è stato dedicato ai passeggeri provenienti dall’Oriente: con il Progetto “Chinese Friendly Airport” SEA ha messo in campo una serie di facilities per agevolare la permanenza in aeroporto di questi viaggiatori. SEA, in qualità di ambasciatore EXPO, ospiterà presso gli scali di Milano Linate e Milano Malpensa quat- tro statue appartenenti al gruppo “Popolo del Cibo” di Dante Ferretti, in esposizione per tutto il semestre di Expo 2015. Questa che vi presentiamo è la sedicesima edizione della Carta dei Servizi degli aeroporti di Milano, un vademecum indispensabile per ogni passeggero dove, oltre alla descrizione degli obiettivi di qualità per il 2014, trovate tutte le informazioni utili sui servizi presenti nei nostri aeroporti. La novità di quest’anno è la sezione interamente dedicata ai passeggeri che necessitano di assistenze speciali. Il documento è disponibile presso i banchi informazione presenti in aeroporto oppure online sul nostro sito www.seamilano.eu Customer Care 2 Carta dei Servizi · Service Charter Dear passengers, For the year 2014, SEA has set to achieve the efficiency and style worthy of the renowned worldwide EXPO standard. The “Expo Quality“ project includes Chinese Friendly facilities specially conceived for Oriental guests, combined with a structural make over which will provide a healthy springboard for promoting celebrated Italian flair and hospitality. A large number of passengers are expected to attend this unique event so Malpensa is presently undergoing an extensive shape-up to guarantee the numerous travellers are welcomed with modern infrastructure design, comfort and fresh services. Both Milan Linate and Milan Malpensa are currently displaying Dante Ferretti’s “Popolo del Cibo” statues which act as official mascots of this important event. Four statues have been on view since last October and will remain until the end of the event. In addition to all the above, we have decided to celebrate the 16th anniversary of our Service Charter by adding a pull-out central section with practical information aimed specifically at all passengers requiring special assistance during boarding procedures plus a complete Guide of the many retail and non-retail services offered at our airports. You can pick this very useful copy up at any Info Desk or download it online at www.seamilano.eu Customer Care Milano Malpensa 3 Chi è SEA Il Gruppo SEA (Società Esercizi Aeroportuali Milano Malpensa opera attraverso due scali S.p.A.) gestisce il sistema aeroportuale. SEA, e le passeggeri e uno scalo merci: società del Gruppo, gestiscono e sviluppano gli – Malpensa T1, dedicato a clientela business aeroporti di Malpensa T1 e T2 e Milano Linate, e leisure su rotte nazionali, internaziona- garantendo tutti i servizi e le attività connessi. Il li e intercontinentali, con aree destinate a Gruppo SEA produce energia elettrica e termica sia vettori di linea e charter per la copertura del fabbisogno dei propri aeroporti – Malpensa T2, dedicato al traffico low cost sia per la vendita al mercato esterno. di alta fascia – Malpensa Cargo, che conferma Milano Il sistema aeroportuale gestito dal Gruppo SEA Malpensa quale primo aeroporto italiano comprende: per merce trasportata, e fra i principali • l’aeroporto di Milano Malpensa, collocato a scali cargo europei circa 48 km da Milano, è collegato alle prin- cipali località del Nord Italia e alla Svizzera • l’aeroporto di Milano Linate, a circa 8 km da attraverso la rete ferroviaria (30 minuti di per- Milano, è lo scalo europeo più vicino al centro correnza dal centro città) e da un sistema via- della città di riferimento, cui è collegato dal si- rio, anche autostradale. stema di trasporto urbano. Lo scalo è dedicato ad una clientela frequent flyer su rotte nazionali ed internazionali intra UE di particolare appeal 4 Carta dei Servizi · Service Charter SEA the Company SEA (Società Esercizi Aeroportuali S.p.A.) Group Milan Malpensa operates two passenger manages the SEA airport system and the Group terminals and a cargo terminal: companies manage and develop the airports – Malpensa T1, with scheduled and Malpensa T1 and T2 and Linate, providing all charter flights for business and leisure related services and activities. customers to national, international and The SEA Group produces electricity and heating to intercontinental destinations cater to the needs of its own airports and for sale – Malpensa T2, dedicated to high-end low to the outside market. cost flights – Malpensa Cargo, Italy’s largest cargo airport in terms of goods carried, and one The SEA Group airport system comprises of: of Europe’s busiest cargo airports • Milano Malpensa airport, 48 km from Milan • Milano Linate, located approximately 8 km with links to the main cities of Northern Italy from Milan, with links to the city centre and Switzerland by rail (30 minutes from the by public transport. The majority of our city centre) and road, including motorways. passengers are dedicated frequent flyers heading for domestic, European and/or indirect International destinations Milano Malpensa 5 Contingency Plan Airport Help In caso di eventi di forza maggiore (neve, nube In addition to services offered by carriers and vulcanica o altri avvenimenti di natura non preve- handlers in the event of extreme conditions (e.g. dibile) SEA ha predisposto una serie di interventi, snow, volcanic cloud or other unpredictable aggiuntivi rispetto a quelli offerti da vettori e so- natural events), SEA has foreseen a series of further cietà di handling, per assistere al meglio i passeg- measures to assist passengers if held up in the geri durante la loro permanenza in aeroporto. airport for long periods. A group of SEA volunteers Un gruppo di volontari di SEA, presenti negli sca- will be available at Malpensa T1 and T2 and Milan li di Malpensa T1 e T2 e Milano Linate, saranno Linate terminals to help passengers in case of need. presenti in aeroporto a disposizione dei passeggeri. “Airport Help” points will be set up inside each Nelle aerostazioni verranno preparati punti di as- terminal where volunteers will provide up-to-date sistenza chiamati “Airport Help” dove i volontari, information on flights and offer passengers meal oltre a fornire informazioni aggiornate sull’opera- vouchers, basic kits for babies and distractions for tività dei voli, potranno offrire ai passeggeri buoni small children. pasto, kit per neonati e giochi per i bambini. In If necessary there are specially equipped areas caso di necessità verranno inoltre predisposte aree in the terminals where passengers can spend the dove pernottare in aeroporto. Un servizio che si night in reasonable comfort. aggiunge a quelli offerti da SEA per essere sempre This service was introduced by SEA to provide più vicini alle esigenze dei clienti, soprattutto du- customers with an improved service, especially rante le criticità operative. during severe operational difficulties. 6 Carta dei Servizi · Service Charter SEA e la formazione SEA fights fire antincendio SEA arricchisce la sua offerta formativa già conso- Last year SEA added low, medium and high lidata in materia di sicurezza sul lavoro e forma- risk fire fighting courses to its existing Training zione antincendio a rischio basso, medio ed eleva- Programme for Occupational Safety. This new to, grazie al campo prove inaugurato nel 2012 per facility was inaugurated in 2012. Its proximity to l’addestramento pratico presso il centro di forma- the Malpensa Airport Staff Training Centre means zione professionale e addestramento di Malpensa. staff can now complete their theoretical knowledge Il servizio è dedicato al personale del Gruppo SEA with practical training. This service was initially e aperto su richiesta a tutte le società del territorio. designed and set up for SEA staff but is now also available for external companies who share this Il campo prove requirement.
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