Service Charter 2021 the 2021 Service Charter

SERVICE CHARTER 2021 THE 2021 SERVICE CHARTER

1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER 1.1 Toscana Aeroporti 3

1.2 Our 2021 Service Charter 4

1.3 Services provided and useful information for passengers 5

1.4 Integrated management system 6

1.5 Environmental policy 8

2. SECTION II - SERVICE CHARTER QUALITY INDICATORS 2.1 Quality indicators 9

2.2 Special assistance 10

3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS 14 4. SECTION IV - COVID-19

4.1 Activities introduced because of the COVID-19 pandemic 16

4.2 PRM passengers 18

GUIDES TO SERVICE

1. Getting to the Airport 19

2. Taxi and Chauffeur ervices 21

3. Car rental 22

4. Airport parking 24

5. In-airport information 25

6. Airport services 25

7.Other services 27

8. Travel advice 32

9. Forms for suggestions and complaints 38 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

TOSCANA the most important airport systems in the country, capable of acting as a driving for- AEROPORTI ce for the economic development of the territory which is acclaimed as one of the 1.1 Toscana Aeroporti S.p.A., the company most famous and appreciated regions in that manages the Florence and Pisa Air- the world. ports, was incorporated on 1 June 2015 through the merger of AdF – Aeroporto In 2020, Toscana Aeroporti transported di Firenze S.p.A. (the company managing 1,984,552 passengers, down 76% compa- the Amerigo Vespucci Airport of Floren- red to 2019 because of the effects of the ce) with SAT - Società Aeroporto Toscano health emergency caused by the spread S.p.A. (the company managing the Gali- of Covid-19. leo Galilei Airport of Pisa). After the positive start in the first two months of the year (+2.7%), the conse- Following the merger of the two airport quences of the Covid-19 pandemic led to companies, the integrated airport system the near-zeroing of air traffic in the second of Tuscany was set up which, through the quarter (-99%) followed by a partial reco- different specialisations of the Florence very in the second half of the year, albeit and Pisa Airports and their ongoing deve- far from the pre-Covid figures. lopment thanks to important infrastructural Passenger flights decreased by 61.8% du- investments, strives to satisfy the unmet ring the year, dropping to 30,158, while demand for flights in this Region, today cargo traffic remained in line with 2019 estimated as approximately 50%, and to (-0.4%), with a total of 13,000 tonnes. create an authentic gateway into Tuscany. Amerigo Vespucci Airport of Florence With approximately 669,000 passengers The Tuscan Airport system is characterised passing through in 2020, passenger traffic by the perfect integration of both airpor- at the Florence airport fell by 76.7% com- ts that are distinguished by the differen- pared to 2019. This result was due to the tiation of the market segments in which increase in traffic recorded in the first two they operate and their specific air traffic months of 2020 (+8.2%), followed by a dra- specialisation: the Vespucci airport conti- stic reduction (-98.6%) in the second quar- nues to develop business and leisure traf- ter of the year (in application of Decree no. fic through the full-service carriers, con- 112/2020 of the MIT, operations at Floren- necting up to the main European hubs; ce airport were temporarily suspended on the Galilei airport gives priority to tourist 14 March 2020 and subsequently resumed traffic operated by low-cost carriers, in- again on 4 May 2020), with a partial reco- tercontinental flights and cargo flights. very in the second half of 2020, albeit far With 8,3 million passengers transported from the pre-Covid data. in 2019 and 96 destinations served by 34 International airline operations accounted airline companies, Toscana Aeroporti is for about 83% of scheduled traffic compa-

3 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

red to about 17% of domestic traffic. The controlled by Toscana Aeroporti SpA, main international destinations were Paris in the aim of providing ground handling and Amsterdam, while, at a national level, services to airlines (acceptance, boarding they were Rome and Catania. and disembarking of passengers, loading and unloading of baggage, cargo and Toscana Aeroporti is responsible for the mail, assistance to aircraft during parking) following activities: in line with the quality standards set by the companies, and ensuring the highest • Maintenance of the airport level of quality of the services, constantly infrastructures (runways, aprons), the verified by audits and inspections by terminals and the other infrastructures both customers-carriers and by Toscana used by passengers and operators; Aeroporti itself. • Development of commercial activities As regards commercial traffic, the (stores, bars and restaurants, etc.); handling company Consulta also operates • Other airport services operated by at the airport. third parties (tourist information, VAT Finally, Toscana Aeroporti Engineering is reimbursement service, etc.). active in the design and construction of airport infrastructures (runways, aircraft In the Florence airport, the handling aprons), terminals and other infrastructures activities are mainly carried out by used by passengers and operators at the Toscana Aeroporti Handling Srl, a Florence and Pisa Airports. company established in 2018 and 100%

OUR 2021 SERVICE well as for the protection of health, safety, the environment, and for the quality CHARTER management of the services provided. 1.2 The main objective of Toscana Aeropor- Toscana Aeroporti intends to consolida- ti is to guarantee efficient and reliable te its own commitment for the continual services for passengers, as well as to improvement of its performance, and interpret the needs expressed by its sta- for this reason it applies an integrated keholders, and grasp their implicit needs, Quality System in compliance with the taking steps to constantly satisfy them in provisions established by the UNI EN full. Guided by this objective, Toscana ISO 9001:2015 standard for Quality, the Aeroporti adopts the principles, stan- UNI ISO 45001:2018 standard for Health dards and solutions that constitute the and Safety in the Workplace, the SA8000 international “best business practices” standard for Corporate Responsibility for corporate responsibility, equality, and the UNI EN ISO 14001:2015 stan- impartiality and non-discrimination, as dard for environmental management.

4 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

The Service Charter of the Florence Air- of its quality management system and in port is published by Toscana Aeroporti to compliance with the general reference fra- communicate to passengers the quality le- mework set out in the Service Charter of vels of the services offered in the context the Transport sector (DPCM 30.12.1998).

SERVICES In the airport, information brochures on Passenger Rights are available for users AND USEFUL in accordance with Regulations (EU) INFORMATION FOR 261/2004 and 1107/2006, as well as all 1.3 PASSENGERS the information required by current legislation on air transport (prohibited items, All information regarding the services offe- internal signage for PRM – Passengers red by Toscana Aeroporti are available on with Reduced Mobility, passenger bag- the Company’s website at gage info etc.). In fully operational airport www.toscana-aeroporti.com, in the “Flo- conditions, the airport is open to the pu- rence Airport” section. The complete list blic every day from 4.00 am until 12.30 am of the services offered can be found in the or until the time of arrival/departure of the “Guide to the Services” attached to this last flight of the day. Service Charter. In view of the pandemic emergency still In view of the particular time in history lin- in progress at the time of writing, the Ter- ked to the pandemic emergency, all passen- minal’s opening hours, which are adjusted gers are strongly recommended to consult week by week according to the number the relevant government websites, both and times of flight departures and arrivals, the Italian ones and those of their country are published on the airport’s website. of origin and/or destination, for updates on During 2020, in compliance with the regu- the health and documentation regulations lations in force, access to the Terminal was envisaged for travellers. only allowed to passengers departing and Special attention is reserved for passengers arriving and in specific cases of need, also with disabilities or reduced mobility: on the to any accompanying persons (e.g., those website there is a specific section contai- accompanying minors or passengers with ning all the useful information regarding the reduced mobility). dedicated areas and airport services. At the airport there is a free Wi-Fi con- The airport has short-stay and long-stay nection service for 12 hours of navigation, parking. Short-stay parking is free for the via which it is possible to connect to the first 10 minutes, long-stay parking for the airport website to view the Service Char- first 15 minutes. Reserved parking spaces ter and the Service Guide and to access are available for Passengers with Reduced the flight information in real time. Mobility (PRM).

5 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

For detailed information on how to get to Switchboard: the airport, times and rates of public servi- Tel: +39 055 30615 ces and parking, including taxis, chauffeur services, and car rentals, please Customer Service: consult the Guide to Service. Tel: +39 055 3061830 For any other information, passengers may contact the airport directly on the fol- Tourist informations: lowing numbers: Tel: +39 055 315874

INTEGRATED • Protecting the health and safety of all airport users, including passengers, em- MANAGEMENT ployees of Toscana Aeroporti, or subsi- 1.4 SYSTEM diaries, contractors, sub-contractors and third-party companies. Together with our Integrated Manage- • Preventing, through the Health and Sa- ment System, we are committed to conti- fety Management system, the occurren- nuous improvement through the following ce of accidents and injuries in the Toscana key elements: Aereoporti’s area of responsibility (airport site and related areas under ownership) in performing the airport activities. QUALITY • Committing to acting fully in line with • Pursuing continuous improvement of mandatory and non-mandatory regu- the service offered in terms of internal lations for health and safety relating to and external customer satisfaction. activities within the airport site managed • Ensuring internal efficiency through by Toscana Aeroporti. streamlining of the processes and or- • Promoting best practices and adherence ganisational resources. to international standards and procedu- • Guaranteeing suitable and effective res by all third parties operating at the internal and external communications. airport, to ensure the health and safety • Improving Toscana Aeroporti’s visibility of all airport users. and image on the reference market. • Promoting moments of experiential • Pursuing the rationalisation and optimi- exchange, sharing and discussion on sation of airport concessions through the issues of prevention and safety in effective management of the existing in- the workplace with the various Airport frastructures, identifying areas for expan- operators, through specific specialised sion and infrastructure development to inter-company coordination committees meet the needs of stakeholders. with the safety managers of the various entities. HEALTH AND SAFETY • Implementing operational coordination

6 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

on the various existing procedures - in latory conditions. In this regard, since May particular, on the various emergency and 2020, as required by specific regional -or evacuation plans - considering the par- dinances, Toscana Aeroporti has drawn up ticipatory methods for ensuring their and verified in terms of compliance with prompt and effective implementation. the sector guidelines and national regula- • Committing to periodic performance tions, a Covid-19 Anti-Contagion Protocol, reviews to improve results in terms of applied to all company divisions and con- protecting the health and safety of any stantly monitored by the competent inter- persons present at the airport, whatever nal entities. Particular attention has been capacity, within Toscana Aeroporti’s area paid to safeguarding and protecting the of responsibility. health of users. • Communicating Toscana Aeroporti’s phi- losophy underlying their health and sa- CORPORATE RESPONSIBILITY fety policies to all handling companies, • Not using or supporting the use of airport users, including passengers, em- child labour or forced labour. ployees, contractors, subcontractors or • Selecting, hiring, training, remunera- third-party companies. ting and managing employees without • Providing the relevant organizational heal- any discrimination. th and safety information to all interested • Ensuring a safe and healthy work envi- parties: the National Health Service (ASL), ronment. the Fire Brigade (VV.FF), and the National • Guaranteeing that working hours, di- Institute for the Prevention of Accidents sciplinary procedures and remunera- (INAIL), public administrations, etc. tion systems are in line with legislation, • Carrying out periodic revisions of the he- relevant employment contracts, union alth and safety commitments to ensure agreements and industry standards. they are in line with the airport’s organi- • Protecting the right of freedom of as- sational and infrastructure development. sociation and the right to collective bargaining. As of January 2020, operations were stron- • Ensuring that suppliers, contractors gly characterised by the Covid-19 pan- and third parties adopt the same stan- demic emergency, particularly in terms of dards as Toscana Aeroporti whilst on prevention, monitoring, and management the airport site. of the pandemic risk. The primary effort is • Aiming for continuous improvement of that of constantly interfacing with the au- the system to manage Corporate Re- thorities in charge of supporting all ope- sponsibility, adhering to national legi- rational departments in the continuity of slation and other international norms airport activities, ensuring “compliance” and procedures as listed in the SA8000 with the various DPCMs (Decrees of the standard. President of the Council of Ministers) and verifying the necessary technical and regu-

7 1. SECTION I – MANAGEMENT COMPANY AND SERVICE CHARTER

ENVIRONMENTAL noise levels at and around the airport and controlling compliance with the noise li- POLICY mitation parameters for aircraft taking off, 1.5 with any deviations communicated to the Toscana Aeroporti is actively commit- relevant authorities. Periodic reports with ted to observing the multiple forms and the results of the acoustic monitoring as methods and procedures of environmen- well as information regarding the central tal legislation applicable to the airport units located around the airport, are pu- operation, including the implementation blished in a special section on the Toscana and adopting of the Environmental Mana- Aeroporti website. gement System (EMS) aimed, inter alia, at In terms of waste management, Toscana preventing pollution and minimising im- Aeroporti is committed to improving its pact on the territory. waste management system and imple- In 2020, despite the particular historical menting differentiated collection. In fact, period related to the Covid-19 pande- the company constantly monitors the pro- mic emergency, the Company invested duction of waste from its own activities significantly in resources in this sense, and those of third parties operating in the undertaking and successfully obtaining airport, with the inclusion of specific clau- certification of the EMS adopted, in line ses in new contracts and the providing of with the ISO 14001:2015 standard. Than- instructions for the use of the areas alloca- ks to adopting this system it can ensure ted to waste storage. constant monitoring of the environmental With the target to become one of the first aspects and relative impact of the airport 100% plastic-free airport Systems, the Pla- activities that, even if reduced during sticFree project, started in 2019, suffered 2020, were present in any case, being a temporary slowdown as a consequence intrinsically linked to the kind of activities of the management priorities arised during carried out by the Company. 2020. Toscana Aeroporti is focussing attention In view of a continuous improvement of its on improving its own environmental per- own environmental performances, Toscana formance in relation to aspects such as Aeroporti continues to maintain active and noise, sourcing and consumption of re- efficient the productive relationship with sources, waste, management of water, the competent bodies and people who live and atmospheric emissions. closed to the airport, so that the commercial air traffic can become integrated and As regards acoustic pollution, the airport combined with environment sustainability has a system that allows for monitoring needs, and the territorial promotion.

8 2. SECTION II – SERVICE CHARTER QUALITY INDICATORS

QUALITY cators, without prejudice, however, to the monitoring of quality parameters, both INDICATORS through interviews with passengers and the collection of objective data on airport 2.1 The Service Charter includes a series of performance. quality indicators applicable to all Italian airports, which describe and measure the The data collection process in 2020 was en- performance of services through periodic, trusted to a qualified research organisation, objective audits and by analysing passen- with data collected from a sample of arriving ger perception of quality. and departing passengers during the year.

During 2020, in consideration of the During the survey, attention was paid to strong reduction in traffic at the airport the global service provided by Toscana due to the pandemic emergency, moni- Aeroporti, as well as the additional servi- toring of quality factors was continued, ces provided by other companies in the but the results are not comparable with airport structure. the objectives set at the beginning of the In addition, in the aim of encouraging year, which obviously did not take into passengers to fill in the Customer Sati- account the pandemic emergency and sfaction questionnaires, totems for sel- its effects on traffic data. Similarly, given f-administration of these questionnaires the continuing uncertainty surrounding have been introduced in the Terminal. In the entire sector, and due to the impossi- this way, passengers can assess their own bility of making reliable forecasts on next levels of satisfaction simply by following year’s traffic figures, no specific objectives the instructions on the totem pole and fil- have been set for individual quality indi- ling in the questionnaire themselves.

9 2. SECTION II – SERVICE CHARTER QUALITY INDICATORS

SPECIAL INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA) DISABILITY ASSISTANCE CODES 2.2 • WCHR (Wheelchair Ramp): Passenger INTRODUCTION able to walk by him/herself inside the The European regulation 1107/06 (from aircraft as well as walk up and down the DOC 30 ECAC and the relevant ENAC stairs, but who requires a wheelchair or circular) defines a person with a disability other means of transport to move long or a person with reduced mobility (PRM) distances inside the airport. as “any person whose mobility when • WCHS: (Wheelchair Stair): Passenger using transport is reduced due to any able to walk by him/herself inside physical disability (sensory or locomotor, the aircraft, but who cannot walk up permanent or temporary), intellectual di- or down stairs and who requires a sability or impairment, or any other cau- wheelchair or other transport means to se of disability, or due to age, and whose move inside the airport. situation needs appropriate attention and • WCHC (Wheelchair Carry): immobilised the adaptation to his or her particular ne- passenger requiring a wheelchair to eds of the service made available to all move about and assistance from the passengers”. time of arrival in the airport until the The EC Regulation 1107/2006 is based on end of the flight, as well as to exit from the principle that these passengers have the airport. the same rights as non-disabled passen- • DEAF: Passenger with hearing gers – the right to free movement, free- difficulties or hearing and speaking dom of choice and non-discrimination. disability. It stipulates that disabled persons and • BLIND: Passenger with visual persons with reduced mobility due to a impairment. disability, age, or other factors, can travel • DEAF/BLIND: Passenger with visual by air in the same or similar conditions as and hearing disability who requires the other passengers, without being excluded assistance of an accompanying person on the basis of their disability or physical to move around. condition, except for reasons which are • STCR: Passenger who can only be justified on the grounds of safety and pre- transported on a stretcher. scribed by law. The Regulation respects • MEDA: Passenger who requires the fundamental rights and observes the medical assistance. principles outlined the EU’s Charter of fun- • MAAS: all other passengers in need damental rights. of special help but not covered by the Toscana Aeroporti offers special assistance above points. without any additional cost, providing trai- • DPNA: Passenger with intellectual or ned staff and suitable transport inside the developmental disability requiring airport terminal and onboard the aircraft. assistance.

10 2. SECTION II – SERVICE CHARTER QUALITY INDICATORS

SERVICES AVAILABLE IN THE TERMINAL scales required by the airline (or at least 1 Firenze Airport provides the following de- hour before the departure of their flight). dicated facilities to disabled or reduced They will then be accompanied throu- mobility passengers: ghout the necessary pre-flight procedures and following arrival, in accordance • 6 reserved, free-of-charge parking with the timescales defined by legislation spaces (for disabled badge holders) (DOC 30 ECAC). If assistance services next to the entrance/exit doors and have not been pre-booked (or have been two parking spaces near the taxi area. booked later than the 48 hours stipula- • 13 reserved, free-of-charge parking ted), Toscana Aeroporti guarantees the spaces in the long-stay car park (for same assistance services, but with longer disabled badge holders). waiting times (provided there are suitable • Wheelchairs available within the seats still available onboard the flight). terminal. • Airport first aid/medical service. ASSISTANCE • Dedicated toilets. At departure - istaff are available at the • Accessible ATMs. airport (at no additional cost) to personally • Alternative routes through security (to accompany passengers during pre-bo- enable passengers with pacemakers and arding procedures, from the moment of wheelchairs to carry out these checks). arrival at check-in (or designated areas) • ‘Ambulift’ service - Elevating platform through customs, security and during any to enable aircraft boarding for potential waiting periods (if required) and wheelchair passengers, together with boarding the aircraft (including use of ele- other special vehicles. vating platforms). Staff are committed to meeting every reasonable request from REQUEST FOR ASSISTANCE passengers, offering a complete, continuo- Assistance is guaranteed to disabled or us and efficient service throughout the en- reduced mobility passengers (PRM) within tire departure process within the terminal. the waiting times indicated by legislation and without additional costs. Assistance At arrival - staff are available at the air- (for departures and arrivals) will be gran- port to assist passengers during all the ted when it has been explicitly requested procedures following arrival at the airport, and specified by the passenger when from the moment of disembarkation (via booking the flight from the airline/travel stairs/elevating platform) to baggage re- agent/tour operator (or in any case at le- claim, and from customs to their ongoing ast 48 hours before the departure of the transport at the arrivals area of the pas- flight in question). senger terminal (or designated area). Passengers may advise the airport of their arrival at the terminal from the external CALL POINTS call points or at check-in within the time- Passengers should alert the airport of

11 2. SECTION II – SERVICE CHARTER QUALITY INDICATORS

their presence using one of the following hours prior to departure. This information call points: must be supplied to the airline company at the same time as making the booking. • Call point columns located in front of In addition, if the wheelchair is battery- the departures and/or arrivals terminal, operated, during check-in the passenger or the tram stop. must take care of protecting the battery • Customer Service desk. terminals to prevent short circuits, disconnecting the power supply cables • Check-in desks. and arranging the wheelchair to ensure • Lost & Found Office. loading in the hold in line with safety • Parking kiosk. requirements. For further information relating to special • Help phone in the area dedicated to assistance, passengers may write to: PRM in the departure hall [email protected] or call 055/3061709. PRM who have booked assistance and notified their arrival from one of the EVACUATION IN THE EVENT OF AN above call points, will be met there by EMERGENCY trained staff to assist them throughout In the presence of emergency situations, the pre-departure procedures. Dedicated the dedicated staff will be able to provide ‘priority’ seating is available to disabled the necessary assistance for eventual or reduced mobility passengers inside evacuation of the Terminal or part thereof. the terminal, identified with appropriate Evacuation from the upper floors, in the signage. event of the non-usability of the elevators, is guaranteed by special “Evac-Chairs” DISABLED MINORS which allow use of the stairs. IMinors with disabilities or reduced mobility The staff is trained on the escape routes will be provided with the same assistance and emergency exits within the airport as all other PRM, Procedures in force for infrastructures, in accordance with the unaccompanied minors will be implemen- provisions of the Internal Emergency Plan. ted where necessary, depending on the passenger’s disability as verified by check- AUTISM PROJECT in or other airport staff. Florence Airport adheres to the ENAC “Autism - traveling through the airport” TRAVELLING WITH A WHEELCHAIR project set up by ENAC in collaboration To ensure the best possible travel with Assaeroporti - the Italian association experience, reduced mobility passengers of airport managers - and airport manage- travelling with a wheelchair should let ment companies. the airline know the type, weight and dimensions of the wheelchair at least 48 For autistic people, traveling by air can

12 2. SECTION II – SERVICE CHARTER QUALITY INDICATORS

be a very difficult experience, and in most the path to be taken to arrive at cases, a completely new experience. The departure time. The brochures come in goal of the project is to facilitate access different versions for “low functioning” to the airport for autistic individuals and subjects with the most serious their families, helping them to experience dysfunctions, or “high functioning” for air travel in all tranquillity. more autonomous subjects. The Florence airport welcomes autistic subjects thanks to implementing an integra- For information and requests: ted project based on the implementation of [email protected] various tools and adequate travel preparation. More specifically, the project includes: ASSISTANCE DURING THE COVID-19 EMERGENCY • A digital version of the questionnaire In 2020, despite the reduction in passen- downloadable from the Toscana ger traffic, the staff dedicated to PRMs Aeroporti website in the PRM section was kept operational in order to maintain to be filled in by parents for profiling the assistance service unchanged from the passenger with autism (low the time of presentation at the airport to functioning/high functioning) and help the time of boarding the aircraft. Toscana Aeroporti understand the next Furthermore, if necessary, staff also ac- steps to be taken; company the PRMs during the triage phase for temperature control and sani- • The possibility of visiting the airport in tisation. The same personnel are also in advance and the route to follow, based charge of sanitising the sanitary equip- on a scheduled meeting with Toscana ment after each use. Finally, in relation to Aeroporti and escorted by suitably the regulations governing the rules of en- trained airport staff; try into the passenger terminal during the • A series of brochures of so-called pandemic period, accompanying persons “Social Stories” to be delivered to the of PRMs are allowed to enter even if they passenger upon arrival, which illustrate are not departing.

13 3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS

Florence Airport has implemented the of the claim (e.g. copy of airline tickets, collection and response system for re- receipts, etc.). Each complaint is analysed quests, comments and complaints from individually by the designated offices 3 passengers and customers, in compliance of Toscana Aeroporti; if the technical with the Quality Integrated Management investigation reveals the responsibility of System of Toscana Aeroporti. All the com- the Operator (e.g. damage to property, munications are examined with the ut- injury, lack of PRM assistance, incorrect most attention by the top management of information to the public) the same will the company. evaluate, on a case-by-case basis, the individual cases giving entitlement to Toscana Aeroporti has implemented the compensation, the different methods following contact methods for the Floren- and amount of reimbursement, involving ce Airport: its own insurance company, where • the form for suggestions and applicable, and if necessary, also the complaints, available in the Guide to Airline company. the Services of this Service Charter, to be sent by mail to: Toscana Aeroporti With the aim of executing timely service S.p.A, Firenze, Via del Termine no. quality control, Toscana Aeroporti will 11, or by email to qualita@toscana- periodically provide summary reports of aeroporti.com; complaints received, listed by type and expanded to provide the most significant • Online form to be filled in on the details. website of the Florence Airport in the Passenger complaints relating to the section “Service Charter”. violation of the Passenger Rights Charter • Online form to be filled in on the should be forwarded directly to the website of the Florence Airport in the Airline with which they have stipulated the section “Company – Contacts”, for transport contract. every other type of communication. Complaints about services provided by third parties will be forwarded by Toscana Toscana Aeroporti will reply to clients Aeroporti to the appropriate recipients. who have left their contact details Toscana Aeroporti will monitor this within 30 working days after their initial process in order to guarantee a response communication. for the passenger making the complaint. With the aim of increasing the speed and effectiveness of verifying facts and In the case of criminal offences (e.g. theft providing responses, passengers are or personal injury) the Airport Police encouraged to provide a detailed account should be contacted. In order to protect of events and copies of all documents passengers, there is an ombudsman/ related to the communication useful for conciliation office available in Florence. objective confirmation of the contents This office is a non-judiciary entity for

14 3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS

resolving disputes between businesses Tel: 055 2392134 and customers in an amicable manner. The Email: [email protected] advantages of this service include simple and informal procedures, a reduction in OMBUDSMAN the time required to resolve disputes and Tel: 055 2387800 a reduction of the costs involved. Numero Verde: 800018488 Fax: 055 210230 MEDIATION AND CONCILIATION Email: SERVICE/ FLORENCE CHAMBER OF [email protected]. COMMERCE toscana.it

15 4. SECTION IV - COVID-19

ACTIVITIES and queuing, the redefinition of passenger flows within the terminal (with a sub- INTRODUCED division between arrivals and departures) 4.1 AS A RESULT OF for ensuring a safe distance at all times, THE COVID-19 the sanitation and hygienisation of all PANDEMIC areas of the terminal several times a day depending on the volume of traffic, the reorganisation of seating to ensure a safe From 14 March 2020 to 03 May 2020, distance, the installation of sneeze guards Florence Airport was closed due to the at the check-in desks, the introduction pandemic emergency caused by the spre- of hand-sanitising liquid dispensers loca- ad of Covid-19. The airport of Pisa, while ted at the airport entrance and in various remaining formally open, was only con- points throughout the terminal, and the nected with two daily flights to and from implementation of information campaigns Rome by the airline Alitalia. on correct behaviour inside the terminal. During the summer period, operations All TA staff have been trained on the An- gradually resumed, although at a much ti-Contagion Protocol, both for their own lower rate than the previous year. A fur- safety and to guarantee complete availa- ther slowdown began in mid-October bility for answering any questions and/or 2020, coinciding with the second wave requests for information by passengers. of the pandemic that affected the entire Another important measure that has been country, as well as all of Europe and, in introduced concerns the control of body general, most of the planet. temperature for all passengers passing Since the beginning of the emergency, TA through the airport, on arrival by means of has taken steps to draft and approve the thermoscanner devices, and on departure Anti-Contagion Protocol and has also im- by means of contactless digital thermo- plemented a series of measures to ensure meters. maximum safety for passengers who con- In addition, as of June 2020, a speci- tinue to fly at this particular time in history. fic “Triage” area has been set up in the The steps taken by TA to combat Covid-19 short-stay car park in front of the termi- for making the airports as “covid-safe” as nal, supervised by the Misericordia staff, possible, where passengers can travel in who are responsible for carrying out body complete safety and security, have also temperature checks on passengers. Mo- been certified by the certification body reover, on a voluntary basis, the possibi- SGS Italia. lity of carrying out serological tests (and The measures adopted include the im- from December 2020, rapid antigenic plementation of information signs for tests) was introduced, with a practically passengers (infographics, information immediate response (about 15 minutes). totems, audio messages, messages on In compliance with current legislation, monitors) and those relating to spacing only passengers arriving at or departing

16 4. SECTION IV - COVID-19

from the airport were allowed access to also been adjusted according to the the terminal, with some exceptions where actual flight departure times, as have all access was also allowed to accompanying the commercial activities at the airport passengers (e.g., disabled passengers, or (shops, restaurants, etc.). For details on those under the age of 18). this last point, please consult the Service The opening hours of the terminal have Guide.

17 4. SECTION IV - COVID-19

PRM PASSENGERS Covid-19 Anti-Contagion Protocol, the assistance procedures for passengers with reduced mobility (PRMs) remain unchan- Despite possible structural or temporary 4.2 ged. For further information on PRM ser- changes to the layout of the Passenger vices, please refer to the relevant section Terminal due to the implementation of the of this Service Charter. measures foreseen by Toscana Aeroporti’s

18 GUIDE TO SERVICE

GETTING TO THE AIRPORT 1 Amerigo Vespucci (Florence) airport is 4 km from the centre of Florence and easily reachable from the city by car (taxi and chauffeur services), bus and tram. The airport is also well connected to the main national road, motorway and rail networks.

BY CAR The airport is only 4 km from the city and is easy to get to by car. From the city take Viale Alessandro Guidoni until you reach the motorway junction Firenze Nord/Firenze Mare (A1 and A11). The airport is well-linked to other locations in Tuscany, thanks to its proximity to the road junction.

BY TRAM The airport of Florence is connected to the city centre by the Tramway T2 line. Thanks to the stop in the immediate vicinity of the airport terminal, and to the frequency and the speed of travel, the new tramway is a convenient and environmentally friendly way of connecting with the city.

Airport - City Centre

Airport terminus Timetable: Company: Jurney time Airport terminal https://www. GEST 22 minutes gestramvia.com/orari 800.964424 (landline) 199.229300 (mobile) www.gestramvia.com

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City Centre - Airport

Florence terminus Timetable: Company: Jurney time: Piazza dell’Unità https://www. GEST 22 minutes gestramvia.com/orari 800.964424 (landline) 199.229300 (mobile) www.gestramvia.com

BY BUS

(The service is temporarily suspended due to pandemic emergency and it is planned to restart in April 2021)

Bus stop Timetable: Operator: Jurney time (Florence): http://www.fsbusitalia. Busitalia Nord approx. 25 minutes Santa Maria it/content/fsbusitalia/ 800.424500 Novella Station; it/turismo/servizi- 199.104245 SITA Bus station speciali/collegamento- www.fsbusitalia.it aeroporto-di-firenze--- volainbus.html

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TAXI AND CHAUFFEUR SERVICES 2

TAXIS Taxi ranks can be found in front of the airport and can be called on “RadioTaxi” at the phone numbers of the various companies operating in the territory: 055 4242 / 055 4390 / 055 4798. There is a fixed rate for journeys between the airport and the city centre and main hotels, while other destinations are subject to the fees as displayed inside the taxi. The journey time between the airport and Florence city centre may vary according to traffic conditions, but on average is around 15 minutes.

CHAUFFEUR SERVICE The following companies at the airport offer cars for hire with drivers (At the time of writing, the timetables listed below have been reduced, or in any case rescheduled in view of the reduction in flights due to the pandemic emergency):

CO.A.VE Opening hours: 8.00 am – 8.00 pm / Tel: 055 340159 / Fax: 055 318323

GIULIANI Opening hours: 9.00 am – 9.00 pm / Tel: 055 5001552 / Fax: 055 5001552 / Mobile: 330 271646

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CAR RENTALS

3 The car rentals are located close to the airport, in Via Palagio degli Spini, and are connected to the airport by a free shuttle service departing every 15 minutes. Since 2020, due to the reduction in traffic caused by the pandemic emergency, this frequency has been adjusted according to the daily flight schedule. The shuttle bus stops in the short-stay car park just outside the terminal. The rent-a-car area was totally refurbished in 2019, with an increase in the number of parking spaces, combined with the renova- tion of the working spaces and signage, as well as the access control system. The car rental companies are listed below. It is also possible to rent a car directly from the airport website:

AUTO EUROPA / SICILY BY CAR Telephone: 055.3436031

AVIS Telephone: 055.315588

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SIXT Telephone: 02.4757979

EUROPCAR Telephone: 055.318609

HERTZ / DOLLAR / THRIFTY / FIREFLY Telephone: 055.307370

MAGGIORE Telephone: 055.311256

LEASYS Telephone: 055.3438754

GOLDCAR Telephone: 199.151.151

LOCAUTO / ENTERPRISE NATIONAL / ALAMO Telephone: 348.7815800

AUTOVIA Telephone: 055.373933

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P AIRPORT PARKING 4 There are short-term (P1) and long-term (P2) car parks in front of the Passenger Terminal.

You can pay for parking using the automatic pay machines located in both car parks, or at the manned kiosk in P2. Free access to disabled parking spaces is permitted for disabled badge holders. Parking costs vary according to the choice of car park and length of stay.

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IN-AIRPORT WI-FI There is a free Wi-Fi service for up to 12 i INFORMATION hours available throughout the passenger terminal. To access the internet or 5 TOURIST INFORMATION download emails while waiting for flights, The tourist information desk (managed enable the wireless network search op- by APT Firenze) is located to the left of tion on your Wi-FI enabled device and the arrivals area and is open to the public connect to the “Airport-Free-Wifi”. On 1 from Monday to Sunday from 9:00 am un- August 2019 the Wi-Fi network enhancing til 7:00 pm (closed on Easter Day, Christ- operation was terminated in the airport. mas Day and the 1 January). A large range of leaflets and printed ma- “TOSCANA AEROPORTI APP” terial is available (guides, city and provin- (DOWNLOADABLE FROM PLAY cial maps, events calendars etc.) in addi- STORE AND APPLE STORE) tion to updates about flights. It is possible to download the official “To- scana Aeroporti App”, available on both TOURIST INFORMATION Android and iOS devices. The App pro- Tel e fax: 055.315874 vides information about the Florence and Email: [email protected] Pisa airports. TOSCANA AEROPORTI CUSTOMER Thanks to the App it is possible to: SERVICE Tel: 055.3061830 • Monitor departing/arriving flights from WEBSITE and to both airports; www.toscana-aeroporti.com • Obtain information about transport to and from the airports; For real-time flight status information, you • Discover all the services, shops and can register your contact details on the bars and restaurants in the airports; website – the system will send you messa- • Receive news about the airports and ges about your flight. the flights.

AIRPORT SERVICES LOST LUGGAGE For help with lost luggage, go to the Lost & Found desk situated in the bag- AIR TRAVEL TICKET OFFICE: gage reclaim area to activate the search 6 The Alisud ticket office is located on the first procedure. The Lost & Found service will floor of the Passenger Terminal. Opening endeavour to locate baggage for the first hours (at the moment reduced because of five days, delivering found luggage to the the pandemic emergency): 08:00 – 12:00 address indicated by the owner.

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Once the process has been initiated, pas- flight. It is located on the first floor of the sengers will be updated via a text service. terminal, in the departure area. After a 5-day period, passengers must con- Guests may use the self-service open bar, tact the airline they travelled with for further and a wide range of magazines and new- information. They can monitor the progress spapers ae available (in Italian, English, of the search in real time by entering a code French, German and Spanish) on the appropriate website page They also have use of the free Wi-Fi service and access to SKY TV. The lounge LOST LUGGAGE provides a workstation equipped with an Tel: 055 3061300 internet-enabled computer. Access to the Opening hours: 8.00 am - 9.0 am / 3.00 lounge is restricted to those with boarding pm - 4.00 pm passes valid for this service, and to mem- Fax: 055 3061664 bers of accredited programs (Priority Pass, Lounge Club, Lounge Pass, Diners Club LEFT LUGGAGE SERVICE International, LoungeKey, Dragon Pass Not available and GIS). Passengers may also purchase one-off tickets to the VIP lounge and Prio- BAGGAGE WRAPPING rity Lane from the Alisud ticket office, and Operated by Truestar SecureBag, this ser- just access to the VIP Lounge from the vice is located on the first floor of the ter- Giunti bookshop located after security. minal in the check-in area. It is available from the opening of the first check-in un- VIP ASSISTANCE til closing of the last check-in for the day To organise assistance for VIPs contact (the service is temporarily suspended be- [email protected]. cause of the reduced airport activity due to Covid-19 emergency). AIRPORT FIRST AID: This service is located on the ground floor BAGGAGE TROLLEY SERVICE of the terminal and is in operation during Free of charge all the airport opening hours.

OUR “VIP CLUB” LOUNGE CARGO AGENCY (While writing the present document, the Situated next to the terminal in Via del Lounge is still closed, as a precautionary Termine. measure to avoid possible gatherings). ALHA Air Lines Handling Agents S.P.A This lounge provides guests with an area Tel: 055 300559 to relax or work in before boarding their

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OTHER SERVICES

BARS AND RESTAURANTS After check-in, security and the duty free 7 area, stop off at Beercode, or after the GLOBAL BLUE mini commercial hall, at MyChef (whose Global Blue is a financial services com- service is temporarily suspended due to pany working with more than 270,000 the reduced airport activity) for lunch or tradespeople, brands and selected hotels dinner while comfortably seated by the in more than 40 countries throughout large windows overlooking the runway. the world. It provides a range of services Instead, on the ground floor in front of the every day to over 38,000 travellers. boarding gate is the Buoni & Belli restaurant Tel: +39 055 375226 (the service is temporarily suspended due Web: www.globalblue.com to the reduced airport activity). Open during the airport opening hours until BABY CHANGING AND NURSERY the departure of the last flight for the day. The toilets on the ground floor in the departure and the gate areas are equipped with changing tables. There is also a nursery room in the toilets located in the check-in hall on the first floor and near the toilets by Gate 10.

SHOPPING GALLERY The shopping gallery of the Florence Air- TOBACCO AND NEWSAGENT port offers a selection of high-end travel After security, at the first floor is the retail brands. For information please see “Giunti al Punto”. the company’s website.

CASH MACHINES PHONE/LAPTOP RECHARGING POINTS There are two cash machines in the Inside the terminal there are numerous departure area. One of these is accessible mobile phone and laptop recharging for passengers with reduced mobility. points available in the check-in hall, at the Another is located in the gate area. gates and in the food and drink outlets.

EXCHANGE AND VAT REFUNDS SNACK AND DRINK VENDING Global Blue (whose service is temporarily MACHINES suspended due to the reduced airport There are several automatic snack and activity), for VAT refunds, is on the first drink dispensers throughout the airport (in floor near the check-in counters. departures, arrivals and boarding areas).

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GROUND FLOOR

FIORENTINA RELAY STORE

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DEPARTURES ARRIVALS CHAUFFER CUSTOMS SERVICE

LIFTS AND MEDICAL NON-SCHENGEN TOILETS STAIRS SERVICE PASSPORT CONTROL

CUSTOMER TOURIST ESCALATOR CASH MACHINE SERVICE INFORMATION (APT)

LOST AND FOUND BABY CHANGING

ENTRANCE

EXIT

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FIRST FLOOR

SALVATORE MAXMARA ETRO FURLA SWAROVSKI FOSSIL FERRAGAMO

MONTBLANC TIMEBOX TUMI COCCINELLE SUNCATCHER BRIC’S

3 MONNALISA LEOPOLDA CAMICISSIMA MARINA +39 GIUNTI MILITARE AL PUNTO

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CHECK-IN BAGGAGE LIFT AND SECURITY WRAPPING STAIRS CONTROL SERVICE

TOILETS VIP CLUB CUSTOMS ESCALATOR LOUNGE

AIR TRAVEL MY CHEF GLOBAL BLUE BEERCODE TICKET OFFICE ITALIA

ENTRANCE

EXIT

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TRAVEL ADVICE valid identification documents suitable for travel (passport or identity card), according to the regulations of the destination WHEN TO ARRIVE AT THE AIRPORT country. 8 For terminal opening times during the current phase of reduced activity cau- It is the responsibility of every passenger to: sed by the pandemic, please refer to the home page of the airport website. For • Find out what kind of ID document is all useful information for passengers and required for their destination for frequently asked questions regarding • Ensure that their ID document is valid the measures taken and the behaviour and not damaged/defaced; to adopt because of the current situation, please refer to the specific Covid-19 • Ensure that they can display this section of the Florence airport website, document when they travel. where you can consult the FAQ and monitor the situation of the services operating TRAVELLING WITH CHILDREN UNDER 18 at the airport. A passenger under 18 years of age may The airport is open to the public every only travel in Europe and abroad if in pos- day from 4.00 am until the arrival or de- session of an individual travel document. parture of the last flight of the day. We To travel abroad, all minors with Italian ci- recommend arriving at the check-in well tizenship must be in possession of a per- in advance (usually at least 2 hours befo- sonal document valid for travel abroad, re the scheduled departure time) of the i.e., a passport or for EU countries, also an opening of the boarding gate, as per the identity card valid for travel abroad. instructions of the relative airline. It is advisable to check with your airline whether it is necessary for minors (and if AIR TICKETS AND ID DOCUMENTS so, from what age) to be accompanied on Make sure that you have correct, valid the flight by an adult. travel documents in accordance with the requirements of your destination: ID card, UNACCOMPANIED MINORS passport and any necessary visas. Check Air travel of unaccompanied minors is that the details on your ticket are correct subject to restrictions and regulations (name, surname, destination, flight time established by the individual airline com- and number). If there are any errors or if panies. Please visit the official website of the flight destination has changed, let your the relative company to obtain all infor- travel agent or airline know in advance. mation.

TRAVEL DOCUMENTS UNACCOMPANIED MINORS UNDER All passengers must be in possession of 14 (OR NOT ACCOMPANIED BY AT LE- AST ONE PARENT OR GUARDIAN)

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Since the 4 June 2014, there are new pro- Checked-in baggage is understood as cedures for minors under 14 travelling pieces of luggage which the passenger unaccompanied. In these cases, a parent presents at check-in to be placed in or guardian responsible for the minor must the aircraft hold. The permitted size sign a consent form which will be filed by of checked-in baggage (as per hand the Police headquarters. The regulations baggage) depends on each individual require either a signed hard copy of the airline’s regulations. If hold luggage form, or the details of any relevant accom- exceeds the maximum dimensions, panying person on the minor’s passport. there may be a surcharge. We suggest For further information see the Italian contacting the airline directly for more State Police website. Before booking, pa- information. For safety reasons, no single rents/guardians should check whether the piece of baggage must exceed 32 kg. airline in question accept unaccompanied It is forbidden to carry prohibited items minors under 14. in hold baggage as per the regulations In any case, before purchasing a ticket from in Appendix 5-B of EU ruling 1998/2015 the airline for an unaccompanied minor, it and the National Security Plan and those is necessary to check that the airline allows regarding hazardous goods according to minors to minor travel unaccompanied. the IATA provisions.

TRANSPORTING ANIMALS HAND BAGGAGE AND SECURITY ME- Pets taken into the airport must be kept ASURES FOR PASSENGERS Each passenger may bring only one pie- on a lead and dogs should have a muzzle. ce of hand baggage on board, the ma- Alternatively, they should be kept inside a ximum permitted weight of which varies suitable carrier. according to the individual airlines. Based on the ENAC guidelines, the total size TRAVELLING WITH PETS (length) of the hand baggage should not Passengers should note that every airline exceed 115 cm. It is forbidden to carry has different regulations about transpor- prohibited items in hand baggage as per ting animals. For more detailed informa- the regulations in Appendix 4-C of EU ru- tion visit the official website of the relative ling 1998/2015 and the National Security airline. Passengers may transport animals Plan hazardous goods according to the in the cabin or the aircraft hold, in ac- IATA provisions. cordance with the regulations and restri- It is prohibited to separate yourself from ctions of the relative airline and the airport your hand baggage or to accept items or of arrival. packages in hand baggage or hold bag- The number of animals allowed on each gage for other people. For further infor- aircraft is limited, and check-in staff should mation: www.enac.gov.it. check the necessary travel documents, confirm bookings for all sections of the journey to the final destination, and deal CHECKED-IN BAGGAGE

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with payments due for the service. +39 055 30 33 61 These restrictions are not applicable to GUARDIA DI FINANZA (Finance Police): guide dogs, hearing dogs or emotional +39 055 27 45 334 support animals (ESAs). AVIATION HEALTH SERVICE: Don’t forget to bring the animal’s health +39 055 30 61 622 documents, vaccine records, and any certi- CUSTOMS: +39 055 73 66 297 ficates required by the destination country. FIRE BRIGADE: +39 055 24 901 It is obligatory for passengers in charge of pets to bring everything they need to cle- CHECK-IN an up/remove any animal excrement. WHERE There are 40 check-in desks on the first flo- PASSENGER HEALTH, CUSTOMS AND or of the passenger terminal. The check-in SAFETY PROCEDURES area is accessible via 2 lifts, an escalator For details of the main regulations and and stairs from the ground floor in the de- procedures in force, passengers should partures area of the new terminal. refer to the relevant government websites (Customs and Monopolies Agencies, Sta- WHEN te Police and Ministry of Health). Check-in times vary according to each air- We recommend visiting the website www. line company and they are normally indi- viaggiaresicuri.it for the advice and pre- cated on the air ticket. The check-in desks cautions regarding disease prevention in are usually open from 2 hours to 2 and a each travel destination. For information half hours prior to the scheduled depar- about customs aspects visit the website ture time. If you have not already printed www.agenziadoganemonopoli.gov.it your boarding pass, we suggest arriving at to read the Traveller’s Customs Charter. check-in 2 hours before departure to allow For travel health advice, see the USMAF time for all the pre-departure procedures. section of the Ministry of Health website www.salute.gov.it. For information about SELF CHECK-IN transporting plants or animals visit the Some airlines provide self-service check-in website www. Enac.gov.it. kiosks where you can print your boarding For information about documents requi- bass. You should report to the check-in red for travelling, visit the “La Polizia di desk of the relevant airline if you need to Frontiera” (Border Police) section of the check in luggage. website www.poliziadistato.it. WEB CHECK-IN USEFUL CONTACT NUMBERS IN FLO- Most airlines provide online check-in. We RENCE suggest checking your airline’s website for ENAC: +39 055 31 71 23 further information. AVIATION BORDER POLICE:

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AIRLINES Below is the list of airlines that are planning to operate at Florence Airport in 2021. (inserire lista Vettori del sito:

AIR DOLOMITI INFO/BOOKING Tel: +39 045 28 86 140 (Calls charged at a specific rate)

AIR FRANCE INFO/BOOKING Tel: 848/884.466 (Mon-Fri 8.00 am-8.00 pm / Sat-Sun 9.00 am-5.30 pm) (Calls charged at a specific rate)

ALBAWINGS INFO/BOOKING Italy +39 06/98.956.666 Albania +355 44.500.130 Call Centre (8.00 am-8.00 pm) (Calls charged at a specific rate)

ALITALIA INFO/BOOKING Tel: +89 20 10 (Italia) +06 65649 (From abroad) (Calls charged at a specific rate)

AUSTRIAN AIRLINE INFO/BOOKING Tel: +39 02 89 63 42 96 (Mon-Fri 9.00 am-7.00 pm / Sat 9.00 am-5.00 pm) (Calls charged at a specific rate)

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BLUE AIR INFO/BOOKING Tel: 06 48 77 13 55 (Mon-Fri 9.00 am-6.00 pm)

BRITISH AIRWAYS INFO/BOOKING Tel: 02 69 63 36 02 (Calls charged at a specific rate)

BRUSSELS AIRLINES INFO/BOOKING Tel: +41 44 51 18 305

EGO AIRWAYS INFO/BOOKING Telefono: 199.240.705

IBERIA INFO/BOOKING Tel: 199/101.191 Italian: 9.00 am-8.00 pm Lt Monday to Sunday Spanish: 24 hours Lt Monday to Sunday English: 24 hours Lt Monday to Sunday

KLM INFO/BOOKING Tel: 02 38 53 49 98

LUXAIR INFO/BOOKING Tel: +35 22 45 61 Mon-Fri 8.00 am-9.00 pm)

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LUFTHANSA INFO/BOOKING Telo: 089 91 98 000 (Calls charged at a specific rate)

SCANDINAVIAN AIRLINES INFO/BOOKING Tel: 199 259 104 (Calls charged at a specific rate)

SILVER AIR INFO/BOOKING Telefono: +39 0565 971030 +39 333 5209158

SWISS INTERNATION AIRLINES INFO/BOOKING Tel: +39 02 69 68 20 70

TAP AIR PORTUGAL INFO/BOOKING Tel: +39 02 69 68 23 34

VUELING INFO/PRENOTAZIONI Tel: 199 20 66 21 (Calls charged at a specific rate)

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FORMS FOR Sent by: SUGGESTIONS AND NAME AND SURNAME 9 COMPLAINTS ADDRESS

Dear Customer, TOWN/COUNTRY Thank you for contacting us. Your Feedback back helps us to identify TELEPHONE aspects our service and to take steps to improve it more. Please fill in every part EMAIL of the form below.

Which airport are you contacting us Please describe the nature of your about? complaint/suggestion:

AEROPORTO DI FIRENZE AEROPORTO DI PISA

Is this a: COMPLAINT I agree with the terms and conditions of SUGGESTION the data processing in accordance with art. 13 of the Code regarding the Pro- Concerning: tection of Personal Data Protection (EU Check-in/boarding services Regulation 2016/679) Level of airport comfort Security DATE AND SIGNATURE Cleanliness and hygiene Lost & Found Airport operations Bar/Restaurant services Safety of persons and belongings Please return the filled in form back to us by: Shops EMAIL: Environmental/social issues [email protected] Commercial services POST: Transport to/from the airport Toscana Aeroporti S.p.A. Parking AEROPORTO DI FIRENZE – Aeroporto Reduced-Mobility Passengers Amerigo Vespucci, Via del Termine 11, Customer information 50127, Florence VIP room AEROPORTO DI PISA – Aeroporto Airline Companies Galileo Galilei, Piazzale D’Ascanio 1, Car rental 56121, Pisa

38 Centralino Tel. 055.3061.5

Indirizzo Aeroporto di Firenze S.p.A. Via del Termine, 11, 50127-Firenze