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Carta Dei Servizi Service Charter Guida All’Aeroporto Airport Guide

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Carta Dei Servizi Service Charter Guida All’Aeroporto Airport Guide CARTA DEI SERVIZI SERVICE CHARTER GUIDA ALL’AEROPORTO AIRPORT GUIDE AEROPORTO GIOVAN BATTISTA PASTINE CIAMPINO INDICE INDEX Introduzione 4 Introduction 4 Le attività aeroportuali gestite Airport activities managed e controllate da ADR 7 and controlled by ADR 7 Il bilancio 2016 di ADR 9 2016 ADR Financial Statements 9 L’impegno di ADR per la qualità 10 ADR quality commitment 10 L’impegno di ADR per l’ambiente 15 ADR commitment to the environment 15 Indicatori di qualità 18 Quality indicators 18 Guida all'aeroporto 31 Airport guide 31 Maggio 2017 May 2017 A cura di Aeroporti di Roma Edited by Aeroporti di Roma In collaborazione con In collaboration with PAG 3 Gentile Cliente, Dear Customer, con le attese dei nostri passeggeri, ma di to continue along the path of continuous proseguire lungo il percorso di crescita growth, based on the best international anche quest’anno, ADR ha il piacere di this year, ADR again has the pleasure of continuo sulla scorta delle migliori experiences. presentarle la Carta dei Servizi 2017 insieme presenting to you the 2017 Service Charter, esperienze internazionali. alla Guida all’aeroporto, un vademecum che along with the Airport Guide, a handbook The ADR Service Charter implements the offre tutte le informazioni utili al passeggero that provides useful information for La Carta dei Servizi ADR recepisce ENAC (Italian Civil Aviation Authority) che transita negli scali romani di Fiumicino e passengers travelling through the Rome le normative ENAC (Ente Nazionale per regulations and proposes quality indicators Ciampino. airports of Fiumicino and Ciampino. l’Aviazione Civile) e propone indicatori di for each passenger type, with the aim of qualità per ogni tipologia di passeggero, providing information on the level of quality Nel 2016 è stato riconosciuto dai passeggeri In 2016, passengers acknowledged ADR’s con lo scopo di fornire informazioni sul livello achieved and on the improvement objectives l’impegno di ADR per garantire performance commitment to ensure high-quality di qualità raggiunto e sugli obiettivi for 2017. di qualità elevate. Ne sono testimoni performance. Testimony to this are the di miglioramento per il 2017. gli ottimi risultati ottenuti attraverso le excellent results achieved through surveys interviste effettuate dall’associazione conducted by the international association internazionale ACI - Airport Council ACI - Airport Council International - which International - che misura i valori della measures the quality values perceived by qualità percepita dei passeggeri in oltre 250 passengers in over 250 airports worldwide. aeroporti nel mondo. Infatti, con un valore In fact, with a record value of 4.18 in the record di 4,18 nel terzo trimestre 2016 third quarter of 2016 (on a scale where (su una scala dove l’eccellenza si raggiunge excellence scores 5 points) Fiumicino ranked con 5 punti) Fiumicino si è classificato primo top for traveller satisfaction out of all major per gradimento dei viaggiatori tra i grandi airports in the European Union. aeroporti dell’Unione Europea. The continuous increase in commercial L’aumento continuo del traffico commerciale, traffic, simultaneously characterised by the caratterizzato in parallelo dallo sviluppo development and infrastructural renovation e dal rinnovo infrastrutturale dei nostri of our airports, reveals that ADR’s goal aeroporti, rende evidente che l’obiettivo 2017 for 2017 will not only be to maintain and di ADR sarà non solo quello di mantenere improve on the results achieved in line with e migliorare i risultati raggiunti in linea our passengers’ expectations, but also PAG 4 PAG 5 LE ATTIVITÀ AEROPORTUALI GESTITE E CONTROLLATE DA ADR AIRPORT ACTIVITIES MANAGED AND CONTROLLED BY ADR AEROPORTI DI ROMA (ADR) AEROPORTI DI ROMA (ADR) Aeroporti di Roma, in qualità di gestore Aeroporti di Roma, as management Aeroporti di Roma S.p.A. - società Aeroporti di Roma S.p.A. – company del sistema aeroportuale romano, company of Rome’ s airport system, regulates del Gruppo Atlantia a far data of the Atlantia Group since November 2013 - ha il compito di amministrare e gestire the administration and management of dal novembre 2013 - è concessionaria is the exclusive concessionaire in the le infrastrutture aeroportuali, coordinando airport infrastructures, by coordinating and esclusiva per la gestione e lo sviluppo management and development of Rome’ e controllando le attività degli operatori controlling the activities of private operators del sistema aeroportuale della Capitale s airport system (Fiumicino and Ciampino privati cui è tenuta ad assicurare to whom it must guarantee access, pursuing (scali di Fiumicino e Ciampino). airports). In 2016, the Roman airport system l’ accesso secondo i criteri di efficienza, efficiency, efficacy, transparency and fairness. Nel 2016 il sistema aeroportuale romano welcomed more than 47.1 million passengers. efficacia, trasparenza ed equità. In this regard, ADR, directly or through ha accolto oltre 47,1 milioni di passeggeri. In tale ambito ADR svolge direttamente its subsidiaries and connected,deals with: The ADR group is composed of the following o attraverso Società controllate Fanno parte del Gruppo ADR le società ADR companies: ADR Sviluppo, ADRTel, ADR e collegate: • planning, realization and maintenance Sviluppo, ADR Tel, ADR Assistance, ADR Assistance, ADR Mobility, ADR Security of terminals, buildings and other airport Mobility, ADR Security e Airport Cleaning. and Airport Cleaning. • progettazione, realizzazione infrastructures; e manutenzione delle aerostazioni, • operational coordination of the airport, Aeroporti di Roma S.p.A. detiene, inoltre, Moreover, Aeroporti di Roma S.p.A. holds edifici e altre infrastrutture aeroportuali; information systems and customer partecipazioni in: equity investments in: • coordinamento operativo dello scalo, information; dei sistemi informativi e dell’ informazione • development and management al pubblico; of commercial and catering activities (through • sviluppo e gestione delle attività third party subconcessionaires), car parks commerciali e di ristorazione (tramite terzi (through a subsidiarycompany), offices subconcessionari), di parcheggi (tramite and advertising spaces; Società controllata), uffici e di spazi • provision of airport security services pubblicitari; (security checks on passengers, hand and • SPEA Engineering S.p.A. (20%) • erogazione dei servizi di sicurezza hold luggage, goods and mail) also on behalf • Pavimental S.p.A. (20 %) aeroportuale (controlli passeggeri, bagagli of airlines and airport operators (through • S.A.CAL. S.p.A. (16,57%) a mano e in stiva, merci e posta) anche per a subsidiary). • Aeroporto di Genova S.p.A. (15%) conto dei vettori e operatori aeroportuali • performance of airport cleaning services • Leonardo Energia – Società Consortile S.r.l. (10%) (tramite Società controllata); (through a subsidiary Company). • Azzurra Aeroporti S.r.l. (10%) • svolgimento dei servizi di pulizia in ambito aeroportuale (tramite Società controllata). PAG 6 PAG 7 IL BILANCIO 2016 DI ADR 2016 ADR FINANCIAL STATEMENTS GRUPPO ADR (EURO MLN) ADR SPA (EURO MLN) ADR GROUP (MLN EUROS) ADR SPA (MLN EUROS) Ricavi da gestione aeroportuale 850,6 Ricavi da gestione aeroportuale 836,3 Revenues from airport management Revenues from airport management Margine Operativo Lordo 529,0 Margine Operativo Lordo 507,6 EBITDA EBITDA Risultato Operativo 393,4 Risultato Operativo 374,0 EBIT EBIT Risultato netto di competenza del Gruppo 219,7 Risultato netto 215,7 Group net income Net income Investimenti 444,9 Investimenti 439,9 Investments Investments Capitale Investito netto 2.100,9 Capitale Investito netto 2.116,4 Net Invested Capital Net Invested Capital Patrimonio netto del Gruppo 1.106,4 Patrimonio netto 1.101,0 Group Shareholders’ Equity Shareholders’ Net Equity Organico a fine periodo (n°persone) Organico a fine periodo (n°persone) Headcount at the end of the period 3.393 Headcount at the end of the period 1.309 (no. of people) (no. of people) PAG 8 PAG 9 L’ IMPEGNO DI ADR PER LA QUALITÀ ADR QUALITY COMMITMENT LA POLITICA DELLA QUALITÀ THE QUALITY POLICY •interventi continui di manutenzione to make the airport meet Customers’ needs. La politica della qualità rappresenta The quality policy represents ADR’s e riqualifica delle strutture aeroportuali Moreover, in order to check l’ impegno di ADR nel garantire la qualità commitment to guarantee the quality per rendere l’ aeroporto adeguato how Fiumicino and Ciampino airports dei servizi erogati e nel verificare of provided services and constantly meets alle esigenze dei Clienti. Inoltre, al fine rank on an international level, ADR submit costantemente la soddisfazione its Customers’ satisfaction. di verificare il posizionamento di Fiumicino surveys to almost 5,000 passengers dei propri Clienti. e di Ciampino a livello internazionale, per year, within the framework The quality policy rests on the following ADR sonda all’ incirca 5.000 passeggeri of the customer satisfaction survey Gli elementi cardine su cui è fondata key elements: all’ anno, nel quadro dell’ inchiesta di “Airport Service Quality”, carried out la politica della qualità sono: customer satisfaction “Airport Service by the Airports Council International, • the focus on Customer; Quality” condotta dall’ Airports Council which includes more than 250 airports all • la centralità del Cliente; • the search for excellence; International che coinvolge più di 250 over the world. With reference to ADR’ s • la ricerca dell’ eccellenza; • the improvement of processes;
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