Service Charter 2018 2018 Service Charter

SERVICE CHARTER 2018 2018 SERVICE CHARTER

1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER 1.1 Toscana Aeroporti 3 1.2 Our 2018 Service Charter 4

1.3 Services and useful information for passengers 4

1.4 Integrated Management System 5 1.5 Environmental Policy 7

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

2.2 Special assistance 13

3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS 19

GUIDE TO SERVICES

1. Getting to the airport 21

2. Taxi, Chauffeur and Car Sharing services 22

3. Car Rental 23

4. Airport Parking 25

5. In-airport information 26

6. Airport services 26

7. Other services 28

8. Travel advice 34

9. Forms for suggestions or complaints 41

2 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

TOSCANA airport systems in the country, transporting 7.89 million passengers and reaching AEROPORTI 97 destinations served by 38 airlines in 2017. The airport system is a key driving 1.1 Toscana Aeroporti S.p.A is the manage- force for economic development in one of ment company for Pisa and Firenze (Flo- the most well-known and loved regions in rence) airports. The company was foun- the world. ded on the 1st of June 2015 through the merger between two companies, AdF – Toscana Aeroporti is responsible for the Aeroporto di Firenze S.p.A and SAT - So- following activities: cietà Aeroporto Toscano S.p.A. • Planning, implementation and Following the merger, an integrated air- maintenance of the airport port management system was created infrastructure (runways, apron), the with the aim of fully meeting the demand terminals and other infrastructure used for flights in the region (currently only 50% by passengers and operators of estimated demand is being met) and creating a gateway to Tuscany. This will • Providing ground handling services be achieved via differentiation of servi- to airlines: check-in, boarding ces and continued growth via significant and disembarkation, loading and infrastructure investment across the two unloading baggage, cargo and post, airports. aircraft assistance (cleaning and other necessary activities while the aircraft is Over the long term, Toscana Aeroporti on the ground) expects to connect with 130 world destinations through 45 airlines and 160 daily • Managing security checks of flights by 2029. Both airports will maintain passengers and baggage (both hold their specific focus: Vespucci (Firenze) will and cabin) continue to develop business and leisure traffic via full service carriers, connecting • Business development (shops, to main European hubs, while Galilei (Pisa) restaurants etc.) will prioritise tourist traffic with low cost airlines, cargo flights and developing in- • Other airport services managed by ter-continental routes. third parties (tourist information, tax Tuscany is supported by one of the top reclaims, etc.).

3 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

OUR 2018 SERVICE sly improving its performance and applies an integrated Quality management sy- CHARTER stem in line with UNI EN ISO 9001 stan- 1.2 dards, and a Workplace Health and Safety Toscana Aeroporti’s main objectives are system in line with the legislation BS OH- to guarantee efficient and reliable servi- SAS 18001. Its Corporate Social Respon- ces to passengers, to meet the needs of sibility policy adheres to the requirements its stakeholders, and to interpret require- of the Social Responsibility certification ments and satisfy these fully and consi- SA8000. stently. Guided by these objectives, To- Toscana Aeroporti is also committed to scana Aeroporti has adopted international obtaining the UNI EN ISO 14001 stan- best practice as part of its commitment to dard relating to environmental manage- corporate social responsibility, following ment. Firenze Airport’s Service Charter is the principles of equality, impartiality and published by Toscana Aeroporti to inform anti-discrimination, including health and passengers about the quality of its ser- safety, security, environmental and service vices (as part of its quality management quality concerns. system), in line with the Transport Service Toscana Aeroporti commits to continuou- Charter (DPCM 30.12.1998).

SERVICES Service Charter, Guide to Services and real time flight information. AND USEFUL Leaflets about Passenger Rights (in 1.3 INFORMATION FOR line with EU regulations 261/2004 and PASSENGERS 1107/2006) are available throughout the terminal, as well as information on air tra- All information about Toscana Aeropor- vel in accordance with current regulations ti services are available on the company (prohibited articles, Passengers with Re- website at www.toscana-aeroporti.com duced Mobility, passenger baggage, etc.) in the Firenze Airport section. Details can The airport is open to the public every day also be found in the Guide to Services at- from 04:00 until 00:30, or until the arrival tached to this Service Charter. of the last flight of the day. We provide special assistance to disabled The airport has short-stay and long-stay or mobility impaired passengers - the parking. Short-stay parking is free for the website contains useful information about first 10 minutes, long-stay parking for the dedicated airport areas and services. first 15 minutes. Reserved parking spaces are available for Passengers with Reduced The airport has a Wi-Fi connection which Mobility (PRM). is free for up to four hours. Airport users may connect to this network to view the For detailed information on how to get

4 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

to the airport, parking times and charges, Switchboard: public services (including taxis, chauffeur Tel: +39 055 30615 services, car sharing schemes and car rental) please consult the Guide to Services. Customer Service: Tel: +39 055 3061830 For any other information, passengers may contact the airport directly on the fol- Tourist information: lowing numbers: Tel: +39 055 315874

INTEGRATED port users, including passengers, and employees of Toscana Aeroporti, con- MANAGEMENT tractors, sub-concessions or other third SYSTEM parties. 1.4 • Prevent the occurrence of accidents Together with our integrated manage- within Toscana Aeroporti’s area of re- ment system, we are committed to conti- sponsibility (within the boundaries of nuous improvement through the following the airport or on airport property) as key elements: part of carrying out its role as Airport Operator and Handling Agent. QUALITY • Act fully in line with mandatory and • Pursue continuous improvement of the non-mandatory health and safety regu- service we offer in terms of internal and lations relating to activities within the external customer satisfaction. airport managed by Toscana Aeroporti. • Guarantee internal efficiency, by con- • Promote the adoption of best practice solidating processes and organizatio- to third parties operating at the airport, nal resources. including the correct procedures and • Ensure satisfactory, efficient internal and international standards to guarantee external communication processes. the health and safety of airport users. • Improve the visibility and image of To- • Commit to periodically evaluating per- scana Aeroporti within the market. formance to ensure the best results • Pursue consolidation and optimiza- in terms of protecting the health and tion of airport concessions, through safety of any persons present at the managing the current infrastructure, airport, in whatever capacity, within To- identifying areas for expansion to both scana Aeroporti’s area of responsibility. develop this infrastructure and satisfy • Communicate the principles of the he- stakeholder needs. alth and safety policy to all employees and airport users, including passen- HEALTH AND SAFETY gers, contractor staff, and sub-conces- • Protect the health and safety of all air- sion or third party employees.

5 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

• Provide information on organizational • Ensure a safe and hygienic working en- health and safety policies and proce- vironment. dures to relevant interested parties - • Ensure that the management of wor- for example health authorities, the Fire king hours, disciplinary procedures and Service, INAIL (National Association for remuneration arrangements are in line the Prevention of Accidents), municipa- with legislation, relevant employment lity administration, etc. contracts, union agreements and sec- • Review periodically health and safety tor standards. commitments to ensure they are in line • Protect the right to freedom of associa- with the airport’s organizational and in- tion and collective bargaining. frastructure developments. • Ensure that contractors and third parties operating at the airport apply the CORPORATE SOCIAL RESPONSIBILITY same standards as Toscana Aeroporti. • Not use or support the use of child la- • Aim for continuous improvement of bour or forced labour. the system to manage Corporate So- • Ensure that employee selection, recru- cial Responsibility, including adherence itment, training, remuneration and ma- to national law, other legislation in for- nagement are carried out without any ce and international tools listed in the kind of discrimination. SA8000 standard.

6 1. SECTION I - MANAGEMENT COMPANY AND SERVICE CHARTER

ENVIRONMENTAL etc.), including dealing with spills of fuel, oil, vehicle refrigeration liquid and remo- POLICY ving non-efficient equipment from service (for example machinery with excessive 1.5 Toscana Aeroporti commits to observing noise or emissions). All Toscana Aeropor- the relevant applicable environmental le- ti offices and terminals have appropriate gislation, preventing pollution, and conti- bins for sorting waste. nuously improving its environmental management system. A system has been installed to collect rain Over the 2017 financial year, Toscana water for flushing toilets in the terminal Aeroporti has invested significantly in check-in area. During 2017 various works resources to reduce the environmental were carried out to locate and repair lea- impact of the airport on the surrounding kages in the main water pipes, achieving area as much as possible. With the aim of a reduction in consumption. attaining ISO14001 environmental certification in the course of 2018, Toscana Ae- In terms of noise pollution, the airport has roporti has carried out a detailed analysis a system for monitoring noise levels at of its environmental performance, evalua- and around the airport, and for checking ting environmental impact and identifying adherence to noise limitation parameters potential plans for improvements. During for incoming aircrafts. Any deviation from 2017, in collaboration with other relevant these parameters is communicated to the bodies, Toscana Aeroporti has continued relevant authorities. To further reduce noi- to provide environmental awareness and se and emissions, Toscana Aeroporti uses training programmes to staff, focusing electric vehicles and electric equipment particularly on energy savings (water, for maneuvering aircraft on the apron (pu- electricity, heating and cooling), waste sh-back tractors). sorting and recycling (paper, plastic, glass and general waste) and other toxic and To help reduce electricity consumption, non-toxic waste products (toner, powder Toscana Aeroporti has installed new LED absorbents, batteries, medical waste, lighting in the new areas of the terminal.

2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

QUALITY these have been maintained/improved, keeping the value of 95% as excellence INDICATORS FOR target reference. THE SERVICE For the indicators n° 8-10-11-12-15-16- 2.1 CHARTER 20-21-22-25-28-33-34, in parallel with the successful results achieved in 2017, The Service Charter includes a series of objectives for 2018 have been increased quality indicators, applicable to all Italian compared with those of 2017, but not airports, which describe and measure the brought to the excellence value of 95%. performance of services through periodic, This choice is based on the desire to mo- objective audits and through analysing nitor some corporate processes (service passenger perception of quality. punctuality, external and internal signage, wi-fi connectivity, retails and restaurants, The following pages present the 2017 re- snacks machines, charging stations) that sults and the objectives for 2018 in terms might be adversely affected by the enlar- of qualitative and quantitative quality indi- gement and refurbishment interventions cators as laid out in the Airport Operator on the Passenger Terminal, scheduled in Service Charter and the GEN-02A circular the course of the 2018. More specifical- as per ENAC procedure. ly, these interventions will be focused on the realization of a new pavilion – that will Toscana Aeroporti has defined its objecti- host n° 6 new gates, plus a new commer- ves based on levels of passenger sati- cial area and further passenger services - , sfaction in the previous year, measured the refitting of the Schengen-Extra Schen- through interviews with departing and ar- gen gate area, the enlargement of the riving passengers. The range of responses baggage reclaim area. available to record passenger evaluations In the aim of the continuously improving of were divided into six categories: terrible, quality service, Toscana Aeroporti remains highly unsatisfactory, unsatisfactory, sa- very committed to consolidate, in 2018, tisfactory, good, and excellent. The data the excellent results already obtained in collection process in 2017 was carried out 2017, with the strong desire to further in- by an appropriate research organization, crease the objectives for the coming year. with data collected from a representati- These interviews focused on both Toscana ve sample of arriving and departing pas- Aeroporti services, and those provided by sengers at intervals throughout the year. other businesses operating at the airport. When creating objectives for 2018, it has been kept in mind that indicators with a The 34 quality indicators are grouped into percentage of 95% or over are considered the following 9 factors as per the ENAC “excellent”; helping to achieve the aim circular GEN-06: of continuously improving the quality of • Travel safety services offered by the airport operator, • Personal safety and safety of

9 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

baggage/belongings offering passengers an efficient and • Punctuality of service (and vehicles reliable service, Toscana Aeroporti has where applicable) implemented a significant programme • Cleanliness and hygiene of works aimed at improving the service • Level of comfort at the airport offered to passengers in all areas. Over • Additional services the course of 2017, the following have • Customer information been increased: • Checkpoint services (check-in, • Total space for passengers (by 230 security, passport control) square metres) • Integration/connection of public • Number of seats in departure lounge transport (56 more seats) • The number of toilets (4 more facilities) Through this quality control process, To- scana Aeroporti commits to: In addition, significant improvements were • Establishing and publishing its service made to the flow of passengers across the levels terminal, along with the opening of a new • Acting in pursuit of these levels shopping area and the new VIP Club room, • Consistently monitoring service levels both located beyond the security area. • Informing customers of the results During 2018 further seating will be added achieved by updating the Service and improvements to the toilet fixtures Charter on an annual basis and fittings will be made. Upgrades to the shopping area on the ground floor of the In line with the primary objective of Gate building are also planned.

QUALITY NO. INDICATOR UNIT OF MEASUREMENT 2017 RESULT 2018 OBJECTIVE FACTOR

Overall perception of Travel safety security checkpoint % of passengers satisfied 1 service for passengers 100.0 96.0 and baggage

In-airport Overall perception of personal safety the level of safety for % of passengers satisfied and safety of 2 persons and belongings 100.0 96.0 belongings in the airport

Overall punctuality % of flights on time, 3 of flights total departing flights 74.6 77.0 Overall number of misdirected baggage items No. of baggage items 4 (not loaded for departure) not loaded for departure 6.7 4.0 Punctuality of where the airport operator per 1000 departing service (and is responsible passengers vehicles were applicable) Time in minutes from Length of time to deliver aircraft arrival on stand 1st baggage item from 5 to baggage reclaim in 23’ 48’’ 24’ the arrival time of the 90% of cases aircraft on stand (data from IT systems)

10 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

QUALITY NO. INDICATOR UNIT OF MEASUREMENT 2017 RESULT 2018 OBJECTIVE FACTOR

Time in minutes from Length of time to deliver arrival time on stand last baggage item from 6 to baggage reclaim 28’ 36’’ 29’ the arrival time of the in 90% of cases aircraft on stand (data from IT systems) Punctuality of service (and vehicles were On board waiting time Waiting time in minutes applicable) 7 for disembarkation of from arrival at gate in 5’ 43’’ 6’ first passenger 90% of cases

Overall perception 8 of punctuality of % of passengers satisfied 98.7 93.0 airport services

Perception of the 9 cleanliness and % of passengers satisfied 99.5 95.0 Cleanliness functionality of toilets and hygiene Perception of level of % of passengers satisfied 10 cleanliness in the terminal 99.5 93.0

Perception of 11 the availability of % of passengers satisfied 99.3 94.0 baggage trolleys

Perception of the efficiency of passenger % of passengers satisfied 12 transport (e.g. escalators, 98.5 92.0 Level of lifts, shuttles, etc.) comfort at the airport Perception of the efficiency % of passengers satisfied 99.3 95.0 13 of air conditioning

Perception of the overall 14 level of comfort in the % of passengers satisfied 88.9 87.0 terminal

Perception of the 15 wi-fi connection % of passengers satisfied 96.3 92.0 within the terminal

Perception of the availability of locations 16 to charge cell phones/ % of passengers satisfied 96.2 92.0 laptops in communal areas, where present

Additional Compatibility of bar % of passenger flights services 17 opening hours with arriving/departing within 100.0 100.0 airport opening hours bar opening times

Perception of the 18 suitability of the smoking % of passengers satisfied N/A N/A area, where present

Perception of the availability of free % of passengers satisfied 19 drinking water points, N/A N/A where present

11 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

QUALITY NO. INDICATOR UNIT OF MEASUREMENT 2017 RESULT 2018 OBJECTIVE FACTOR

Perception of availability/ 20 quality/prices of shops % of passengers satisfied 99.7 94.0 and newsagents

Perception of Additional 21 availability/quality/prices % of passengers satisfied 99.1 92.0 services of bars and restaurants

Perception of the availability of drinks/ 22 snacks machines, % of passengers satisfied 98.6 93.0 where present

23 Up-to-date and easy % of passengers satisfied 99.0 93.0 to use website

Perception of the 24 efficiency of information % of passengers satisfied 92.5 92.0 points in operation

Perception of the clarity 25 and effectiveness of % of passengers satisfied 98.7 92.0 signage within the terminal Customer information Perception of staff 26 professionalism (info % of passengers satisfied 99.4 95.0 points, security)

Overall perception of the effectiveness and accessibility of 27 public information % of passengers satisfied 99.6 95.0 services (monitors, announcements, signage etc.)

Perception of 28 ticketing service % of passengers satisfied 95.6 90.0

29 Waiting time at check-in Waiting time in minutes 10’ 20” 10’ 30” in 90% of cases

Information Perception of waiting at desks or 30 time at check-in % of passengers satisfied 99.1 94.0 checkpoints

31 Waiting time in minutes 4’ 25” 5’ Waiting time at security in 90% of cases

Perception of waiting time 32 at passport control % of passengers satisfied 91.9 88.0

Perception of the clarity 33 and effectiveness of % of passengers satisfied 97.7 93.0 external signage Transport links Perception of the 34 transport links between % of passengers satisfied 96.7 92.0 the airport and the city

12 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

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

13 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

points listed; line/travel agent/tour operator (or in any • DPNA: Passenger with intellectual or case at least 48 hours before the departu- developmental disability requiring re of the flight in question). assistance. Passengers may advise the airport of their arrival at the terminal via the external call SERVICES AVAILABLE IN THE points or at check-in within the timescales TERMINAL required by the airline (or at least 1 hour Firenze Airport provides the following de- before the departure of their flight). They dicated facilities to disabled or reduced will then be accompanied throughout the mobility passengers: necessary pre-flight procedures and at • 6 reserved, free-of-charge parking arrival, in accordance with the timescales spaces (for disabled badge holders) defined by legislation (DOC 30 ECAC). If next to the entrance/exit doors and assistance services have not been pre-bo- two parking spaces near the taxi area; oked (or have been booked later than the • 13 reserved, free-of-charge parking 48 hours stipulated), Toscana Aeroporti spaces in the long-stay car park (for guarantees the same assistance services, disabled badge holders); but with longer waiting times (as long as • Wheelchairs available within the there are suitable seats still available on terminal; board the flight). • Airport first aid/medical service; • Dedicated toilets; ASSISTANCE • Accessible ATM; At departure - staff are available at the • Alternative routes through security (to airport (at no additional cost) to personal- enable passengers with pacemakers ly accompany passengers during pre-bo- and wheelchairs to carry out these arding procedures, from the moment of checks); arrival at check-in (or designated areas) • ‘Ambulift’ service - Elevating platform through customs, security and during any to enable aircraft boarding for potential periods of waiting (if required), wheelchair passengers, together with and boarding the aircraft (including use of other special vehicles. elevating platforms). Staff are committed to meeting every rea- REQUEST FOR ASSISTANCE sonable request from passengers, to offer Assistance is guaranteed to disabled or a complete, continuous and efficient ser- reduced mobility passengers within the vice throughout the entire departure pro- waiting times outlined by legislation and cess within the terminal. without any additional cost. 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 processes following arrival at the airport, and specified by the passenger at the mo- from the moment of disembarkation (via ment of booking the flight from the - air elevating platform) to baggage reclaim,

14 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

and from customs to their ongoing tran- companied minors will be put into action sport at the arrivals area of the passenger where necessary, in line with the passen- terminal (or designated area). ger’s requirements as verified by check-in (or other) airport staff. CALL POINTS Passengers should alert the airport to TRAVELLING WITH A WHEELCHAIR their presence using one of the following To ensure the best possible travel call points: experience, reduced mobility passengers • Call points located in front of the travelling with a wheelchair should let terminal in departures and/or arrivals; the airline know the type, weight and • Customer Service desk; dimensions of the wheelchair at the time • Check-in desk; of booking, or least 48 hours prior to • Lost & Found Office; departure. • Parking kiosk; Batteries for electric wheelchairs must • Help phone in the area dedicated to be disconnected prior to checking in the PRM in the departure lounge. wheelchair as hold baggage in line with safety requirements. Passengers requesting assistance from a For further information relating to special call point will be met there by dedicated, assistance, passengers may write to: trained staff to assist them throughout the [email protected] or call pre-departure procedures. 055/3061709. Dedicated ‘priority’ seating is available to disabled or reduced mobility passengers The following are the six quality indicators within the terminal, identifiable by appro- for services to PRM: priate signage. • Efficiency of assistance services; • Safety of the person concerned; DISABLED MINORS • In-airport information; Minors with disabilities or reduced mobi- • Communication with passengers; lity will be provided with assistance as all • In-airport comfort; other PRM. Procedures in place for unac- • Conduct/behaviour.

15 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

QUALITY NO. INDICATOR UNIT OF MEASUREMENT 2017 RESULT 2018 OBJECTIVE FACTOR

For departing PRM where prior notification has been given: Waiting time to Waiting time in minutes 1 receive assistance from in 90% of cases 5’ 50” 8’ designated points in the airport (where pre- notified)

For departing PRM where prior notification has not been given: Waiting time to receive Waiting time in minutes 2 assistance from one of 5’ 36” 8’ the airport’s designated in 90% of cases PRM points, once they Efficiency of have let the airport assistance know they have arrived services For arriving PRM where prior notification has been given: Waiting time Waiting time in minutes 3 on-board for the PRM 5’ 03” 8’ to disembark the aircraft in 90% of cases after the last passenger has disembarked

For arriving PRM where prior notification has not been given: Waiting time on- 4 Waiting time in minutes board for the PRM to in 90% of cases 7’ 11” 8’ disembark the aircraft after the last passenger has disembarked

Perception of the condition and functionality 5 of the vehicles/equipment % of PRM satisfied 100.0 95.0 Safety of provided the person concerned Perception of 6 the training and % of PRM satisfied 100.0 95.0 competence of staff

Accessibility: amount of essential information accessible to visually % of essential information impaired, hearing impaired which is fully accessible 97.9 95.0 7 or reduced mobility in relation to the total passengers in relation amount of information to the total amount of In-airport information essential information

Completeness: % of information/ information and instructions about 8 instructions about services offered in 97.9 95.0 services offered in accessible format in accessible format relation to the total

Perception of the effectiveness and In-airport accessibility of in- information 9 airport information, % of PRM satisfied 99.4 95.0 communications and signage

16 2. SECTION II - SERVICE CHARTER QUALITY INDICATORS

QUALITY NO. INDICATOR UNIT OF MEASUREMENT 2017 RESULT 2018 OBJECTIVE FACTOR

Number of responses % of responses given given within the agreed within the agreed 10 timescales compared timescales in relation 100.0 95.0 with the total number of to the total number of Communication requests for information requests for information with passengers Number of complaints % of complaints received 11 received as proportion of as proportion of 0.03 0.04 total PRM traffic total PRM traffic

Perception of 12 effectiveness of PRM % of PRM satisfied 100.0 95.0 assistance

Perception of the accessibility and usability of the airport In-airport 13 % of PRM satisfied 99.4 95.0 comfort infrastructure: parking, call points, courtesy areas, toilets etc.

Perception of dedicated 14 waiting areas (or rooms) % of PRM satisfied 94.1 93.0 for PRM

Perception of politeness of staff (info points, 15 security, special % of PRM satisfied 100.0 95.0 Conduct/ assistance staff) behaviour Perception of 16 professionalism of % of PRM satisfied 100.0 95.0 special assistance staff

3. SECTION III - COMMUNICATION: SUGGESTIONS AND COMPLAINTS

Firenze Airport has implemented a system including the amount and nature of com- to receive and reply to requests, sugge- pensation, taking any relevant insurance stions and complaints from passengers cover or airline involvement into account. and other customers in line with Toscana With the aim of executing timely service Aeroporti’s integrated management sy- quality control, Toscana Aeroporti will pe- stem for quality assurance. All commu- riodically provide summary reports of com- nications are given careful attention by plaints received, listed by type and expan- company management. ded to provide the most significant details. Toscana Aeroporti has provided the fol- Passenger complaints relating to the viola- lowing ways of contacting Firenze Airport: tion of the Passenger Rights Charter should • Via the suggestions/complaints form be forwarded directly to the airline with available inside the Guide to Services, whom they have the transport contract. sent by post to Toscana Aeroporto Complaints about services provided by S.p.A, Piazzale d’Ascanio 1 – 56121 third parties will be forwarded by Toscana Pisa, or by email to ambiente@ Aeroporti to the appropriate recipients. toscana-aeroporti.com Toscana Aeroporti will monitor this pro- • Via the online form for suggestions cess to guarantee a response for the pas- and complaints, available on the senger making the complaint. Firenze Airport website in the ‘Service In the case of criminal offences (for exam- Charter’ section ple theft or personal injury), Airport Police • Via email at [email protected] should be contacted. for any other kind of communication. COMMUNICATION Toscana Aeroporti will reply to clients who As part of protecting passengers, there is have left their contact details within 30 an ombudsman/conciliation office avai- days of their initial communication. lable in Florence. This office is a non-ju- With the aim of increasing the speed and diciary entity to resolve disputes between effectiveness of verifying facts and pro- businesses and customers in an amicable viding responses, passengers are encou- manner. The advantages of this service in- raged to provide a detailed account of clude simple and informal procedures, a events and copies of all documents rela- reduction in the time required to resolve ting to the communication (e.g. copies of disputes (maximum 60 days) and a re- air tickets, receipts etc.) duction of the costs involved. Each complaint will be dealt with indivi- dually by the appropriate Toscana Aero- MEDIATION AND CONCILIATION porti office. After appropriate investiga- OFFICE/FIRENZE CHAMBER OF tion, in cases where the airport operator is COMMERCE found to be responsible (for example for Tel: 055 2981268 damage to property, injury, lack of PRM Email: [email protected] assistance, incorrect information provided to the public) the right to compensation OMBUDSMAN will be assessed on a case-by-case basis, Tel: 055 2387800

GUIDE TO SERVICES

GETTING TO THE AIRPORT 1 Amerigo Vespucci (Firenze) airport is 4km from the centre of Firenze, and easily rea- chable from the city by car (taxi, chauffeured services and car sharing) and by bus. There is a half-hourly service (“Vola in bus”) connecting the airport to the city centre. The journey between the airport and the “Sita” station (next to Firenze Santa Maria Novella rail station) takes around 20 minutes. The airport is well-connected to national road, motorway and rail networks.

BY CAR The airport is only 4km 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 location near the junction.

BY BUS

Bus stop (Firenze): Weekday and Operator: Journey time: - via Santa Caterina Sunday/public Busitalia Nord 20 minutes da Siena, 17 holiday timetable: 800-373760 - Tunnel FS From 05:00 to 20:00 www.fsbusitalia.it (every 30 minutes), from 20:00 to 24:00 (every 60 minutes)

21 GUIDE TO SERVICES

TAXI, CHAUFFEUR AND CAR SHARING 2 SERVICES

TAXI Taxi ranks are available close to the terminal, and local companies can also be booked by telephone on: 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 Firenze city centre may vary according to traffic conditions, but is on avera- ge around 15 minutes.

CHAUFFEUR SERVICE The following companies at the airport offer cars for hire with drivers:

CO.A.VE Opening hours: 08:00 to 20:00 / Tel: 055 340159 / Fax: 055 318323

GIULIANI Opening hours: 09:00 - 21:00 / Tel: 055 5001552 / Fax: 055 5001552 / Cell phone: 330 271646

22 GUIDE TO SERVICES

CAR SHARING The car-sharing service is operated by Car2Go and Share’ngo. Cars are located in the short-stay P1 car park located in front of the terminal arrivals area.

CAR RENTAL 3 Car rental services are located close to the airport in via Palagio degli Spini. There is a free shuttle bus service between the terminal and car rental area which runs ap- proximately every 20 minutes. The stop for the shuttle is in the short-stay car park, just outside the terminal.

You can also hire a car directly from the airport website. The following companies provide car hire at Firenze Airport:

AUTO EUROPA / SICILY BY CAR Opening hours: 08:00 to 23:00 Sunday 08:00 to 21:00 Tel: 055.3436031

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AVIS Opening hours: 08:00 to 23:00 Tel: 055.315588

SIXT Tel: 199.291929

EUROPCAR Opening hours: 09:00 to 23:00 Tel: 055.318609

HERTZ / DOLLAR / THRIFTY / FIREFLY Opening hours: 08:30 to 22:30 Saturday and Sunday: 09:30 to 22:30 Tel: 055.307370

MAGGIORE Opening hours: 08:30 to 22:40 Tel: 055.311256

WINRENT Opening hours: 08:30 to 21:30 Sunday 08:30 to 13:00 and 16:00 to 20:00 Tel: 055.309790

GOLDCAR Opening hours: 08:00 to 23:00 Tel: 199.151151

LOCAUTO / ENTERPRISE NATIONAL / ALAMO Opening hours: 08:00 to 23:00 Tel: 348.7815800

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AIRPORT PARKING P There are short stay (P1) and long stay (P2) 4 car parks in front of the passenger terminal.

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

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website – the system will send you messa- i IN-AIRPORT INFORMATION ges about your flight.

5 WI-FI TOURIST INFORMATION There is a free Wi-Fi service for up to four The tourist information desk (managed hours available across the passenger ter- by APT Firenze) is located to the left of minal. To access the internet or download the arrivals area and is open to the public email, enable the wireless network search from Monday to Sunday from 09:00 until option on your Wi-Fi enabled device and 19:00 (closed on Easter Day, Christmas connect to “Airport-Free-Wifi”. Day and the 1st of January). A large range of leaflets and printed ma- terial is available (guides, city and provin- TOSCANA AEROPORTI APP cial maps, events calendars etc.) in addi- (DOWNLOADABLE FROM PLAY tion to updates about flights. STORE AND APPLE STORE) The new official Toscana Aeroporti app TOURIST INFORMATION CONTACTS has been launched, usable on Android Tel and Fax: 055 315874 and iOS devices. The app provides infor- Email: [email protected] mation about Pisa and Firenze airports, TOSCANA AEROPORTI CUSTOMER including: SERVICE OFFICE • Real-time arrivals/departures Tel: 055 3061830 information WEBSITE • Transport information to and from the www.toscana-aeroporti.com airport • Information about services, shops and For real-time flight status information, you catering can register your contact details on the • Airport and flight news

AIRPORT SERVICES claim area to begin locating your luggage. The Lost & Found service will endeavor AIR TICKET OFFICE to locate baggage for the first five days, 6 The Alisud ticket office is located on the delivering found luggage to the address first floor of the passenger terminal. It is required by the owner. Once the process open from 04:30 until the departure of the has been initiated passengers will be kept last flight. up to date on progress via an SMS service. Beyond this 5-day period, passengers LOST LUGGAGE must approach the airline they travelled For help with lost luggage, go to the Lost with for further information. Real time in- & Found desk situated in the baggage re- formation on luggage location can also be

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viewed by inserting a code on the appro- German and Spanish). They also have use priate website page. of the free Wi-Fi service and access to SKY TV. The lounge also provides a worksta- LOST LUGGAGE tion equipped with an internet-enabled Tel: 055 3061300 computer. Access to the lounge is restri- Opening hours: 08:00 to 09:00 and 15:00 cted to those with boarding passes valid to 16:00 for this service, and to members of ac- Fax: 055 3061664 credited programs (Priority Pass, Lounge Club, Lounge Pass, Diners Club Interna- LEFT LUGGAGE SERVICE tional, LoungeKey, Dragon Pass and GIS). Not provided Passengers may also purchase one-off tickets to the VIP lounge from the Alisud ti- BAGGAGE WRAPPING cket office, and from the Giunti bookshop This service is located on the first floor of located after security. the terminal in the check in area, operated by TrueStar SecureBag. It is available from VIP ASSISTANCE the opening of the first check-in until clo- To organize assistance for VIPs contact sing of the last check-in. [email protected]

BAGGAGE TROLLEY SERVICE AIRPORT FIRST AID Free of charge This service is located on the ground floor of the terminal and is in operation OUR VIP CLUB LOUNGE during all airport opening hours. This lounge provides guests with an area to relax or work before boarding their fli- CARGO ght. It is located on the first floor of the Situated next to the terminal on Via del terminal, in departures. Termine. Guests may use the self-service open bar, browse a wide range of magazines and ALHA Air Lines Handling Agents S.P.A newspapers (In Italian, English, French, Tel: 055 300559

27 GUIDE TO SERVICES

OTHER SERVICES also carry out tax refunds through Pre- mier Tax Free. Global Blue (for sales tax refunds) is on the first floor, close to the CATERING 7 check-in desks. In the retail area on the ground floor near check-in (also accessible to those not bo- BEST AND FAST CHANGE arding flights), there are two bar/restau- The in-airport branch offers various services: rants for customers. Bar Ristorante Bacca- • Buying and selling foreign currency in nale Firenze offers coffee and a selection cash of quick meals with authentic Tuscan fla- • Purchase of traveller’s cheques in vours (open throughout airport opening euros and other currencies hours). PEZZOFORTE offers international • Currency exchange via the major cuisine and healthy food in a modern and credit cards sophisticated setting. • Online currency booking • B.Fast BUY BACK (repurchase of foreign currency) • Premier Tax Free (sales tax refunds)

After check-in, a MyChef outlet offers lun- Tel: +39 055 341152 / +39 055 316083 ches and dinners, with seating next to lar- Web: [email protected] ge windows offering views of the runway. The service is in operation during all airport opening hours, until the departure of the last flight.

GLOBAL BLUE Global Blue is a financial services company working with more than 270,000 tradespeople, brands and selected ho- CASH MACHINES tels in more than 40 countries throughout There are two cash machines in the depar- the world. It provides a range of services tures area next to Customer Service. One every day to over 38,000 travellers. of these is accessible for passengers with reduced mobility. Tel: +39 055 375226 There is one cash machine in the gate area. Web: www.globalblue.com

CURRENCY EXCHANGE AND IVA (SALES TAX) REFUNDS Best & Fast Change offers an in-airport currency exchange service, in the departures area on the ground floor. You can

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FACILITIES FOR BABY CHANGING PHONE/LAPTOP CHARGING POINTS There are toilets and rooms at the airport Inside the terminal there are many cell with facilities for baby changing/nursing in phone and laptop charging points avai- the following locations: lable in the check-in area, at gates and at • In the departures area on the ground food and drink outlets. floor next to Customer Service • In the gates area next to the stairs up SNACK VENDING MACHINES to the first floor of the terminal. There are several automatic snack and drink dispensers across the airport (in de- RETAIL AREA partures, arrivals and the boarding areas). The retail area at Firenze airport offers a selection of high-end travel retail brands. For information about shopping in the airport, please see the company’s website.

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GROUND FLOOR

1 2 3 4 MARINA +39 GIUNTI INV OCCHIALI CONTE OF MILITARE AL PUNTO INVISTA FLORENCE

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DEPARTURES ARRIVALS CHAUFFEURED CUSTOMS CAR HIRE

LIFTS AND BACCANALE FIRST AID NON-SCHENGEN STAIRS (BAR RESTAURANT) PASSPORT CONTROL

TOILETS CUSTOMER TOURIST ESCALATORS SERVICE INFORMATION (APT)

CASH MACHINES LOST AND FOUND BABY CHANGING

ENTRANCE

EXIT

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FIRST FLOOR

3 1 2 3 4 GIUNTI DUFRY SALVATORE ETRO FURLA AL PUNTO FERRAGAMO

5 6 7 SWAROVSKI MONNALISA LEOPOLDA

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CHECK-IN BAGGAGE LIFTS AND SECURITY WRAPPING STAIRS CONTROL SERVICE

TOILETS VIP CLUB ROOM CUSTOMS ESCALATORS

AIR TRAVEL MY CHEF GLOBAL BLUE BEST AND TICKET OFFICE ITALIA FAST CHANGE (CURRENCY EXCHANGE)

ENTRATA

USCITA

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TRAVEL ADVICE travel on one of their parents’ passports. From this date, minors can only travel within and beyond Europe with a valid, 8 WHEN TO ARRIVE AT THE AIRPORT individual ID document. Passports which The airport is open to the public every day feature details of minors remain valid for from 04:00 until the arrival or departure the holder until their normal expiry date. of the last flight of the day. We suggest All Italian citizens under 18 must be in arriving at check-in with plenty of time to possession of an individual, valid ID do- spare (as a general rule, at least 2 hours cument appropriate for travel to their de- before scheduled departure), in line with stination – either a passport, or a valid ID instructions from the relevant airline. card for travel within the EU.

AIR TICKETS AND ID DOCUMENTS UNACCOMPANIED MINORS Make sure that you have correct, valid Minors travelling unaccompanied are travel documents in accordance with the subject to rules and restrictions outlined requirements of your destination: ID card, by individual airlines. For further informa- passport and any necessary visas. Check tion, see the relevant airline’s website. that the details on your ticket are correct (name, surname, destination, flight time UNACCOMPANIED MINORS UNDER 14 and number). If there are any errors or if the On 4 June 2014, new procedures were flight destination has changed, let the rele- introduced for minors under 14 travelling vant travel agent or airline know in advance. unaccompanied. In these cases, a parent or guardian responsible for the minor TRAVEL DOCUMENTS must sign a consent form provided by the All passengers must be in possession of area Police headquarters. The regulations valid identification documents suitable for require either a signed hard copy of the travel (passport or identity card), accor- form, or the details of any relevant accom- ding to the regulations of the destination panying person on the minor’s passport. country. For further information see the Italian It is the responsibility of every passenger to: State Police website. Before booking, pa- • Find out what kind of ID document is rents/guardians should check whether the required for their destination; airline in question accept unaccompanied • Ensure that their ID document is valid minors under 14. and not damaged/defaced; • Ensure that they can display this HAND BAGGAGE AND SECURITY document when they travel. MEASURES FOR PASSENGERS Each passenger may bring one piece of TRAVELLING WITH CHILDREN UNDER 18 hand baggage on board. Weight restri- From 27 June 2012, legislation came into ctions vary according to individual airli- force stipulating that minors can no longer nes. Based on ENAC guidelines, the total

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size (length) of hand baggage should not aircraft is limited, and check-in staff should exceed 115cm. It is forbidden to carry check the necessary travel documents, prohibited articles in hand baggage, as confirm bookings for all sections of the per the regulations stipulated in Appen- journey to the final destination, and deal dix 4-C of EU Regulation 1998/2015, and with payments due for the service. in the National Security Plan. It is prohibi- These restrictions are not applicable to ted to divide hand baggage, and to carry guide dogs, hearing dogs or emotional objects, packages and hold baggage for support animals (ESAs). other people. For further information see Don’t forget to bring the animal’s health do- www.enac.gov.it. cuments, vaccine records and any certification required from the destination country. CHECKED-IN BAGGAGE It is obligatory for passengers in charge of Checked-in baggage are pieces of lugga- pets to bring everything they need to cle- ge which the passenger presents at check- an up/remove any animal excrement. in to be placed in the aircraft hold. The permitted size of checked-in baggage (as PASSENGER HEALTH, CUSTOMS AND per hand baggage) depends on each indi- SAFETY PROCEDURES vidual airline’s regulations. In the case that For details of the main regulations in for- baggage exceeds these maximum dimen- ce, passengers should refer to the rele- sions, an additional fee may be charged. vant government websites (Customs and We suggest contacting the airline directly Monopolies agencies, State Police and for more information. Ministry of Health). For safety reasons, no single piece of bag- We recommend the website www.viag- gage must exceed 32kg. giare-sicuri.it for appropriate advice and precautions for each travel destination. TRANSPORTING ANIMALS For information about customs, see www. Pets brought into the airport must be kept agenziadoganemonopoli.gov.it to read on a lead and dogs should have a muzzle. the Traveller’s Customs Charter. For travel Alternatively, they should be kept inside a health advice, see the USMAF section of suitable carrier. the Ministry of Health website www.salu- Passengers should note that every airline te.gov.it. For information about transpor- has different regulations regarding the ting plants or animals, check the website transport of animals. For further, detailed www.enac.gov.it. information, see the official websites of For information about documents requi- the relevant airline. red for travel, visit the “Polizia di frontie- Passengers may transport animals in the ra” (Border Police) section on the website cabin or the aircraft hold, in accordance www.poliziadistato.it. with the regulations and restrictions of the airline and airport of arrival. USEFUL CONTACT NUMBERS - FIRENZE The number of animals allowed on each ENAC: +39 055 31 71 23

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AVIATION BORDER POLICE: line and is usually indicated on the travel +39 055 30 33 61 ticket. Normally, check-in is open from 2 REVENUE PROTECTION: hours to 2 hours and 30 minutes before +39 055 27 45 334 the scheduled departure time. If you have AIR HEALTH OFFICE: not already printed your boarding pass, +39 055 30 61 622 we suggest arriving at check-in 2 hours CUSTOMS: +39 055 73 66 297 before departure to allow time for all the FIRE SERVICE: +39 055 24 901 pre-departure procedures.

SELF CHECK-IN CHECK-IN Some airlines provide self-service check-in WHERE kiosks where you can print your boarding There are 40 check-in desks on the first flo- bass. You should report to the check-in or of the passenger terminal. The check-in desk of the relevant airline if you need to area is accessible via 3 lifts, an escalator check in luggage. and stairs from the ground floor in the departures area of the new terminal. WEB CHECK-IN Most airlines provide online check-in. We WHEN suggest checking your airline’s website for Check-in times vary according to each air- further information.

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AIRLINES Listed below are the airlines operating at Firenze airport:

AIR DOLOMITI INFO/BOOKING Tel: +39 045/288.614.0

AIR FRANCE INFO/BOOKING Tel: 848/884.466 (mon-fri 8.45-19.30/sat 9.00-13.00)

AIR MOLDOVA INFO/BOOKING Tel: 199/201.701

ALBAWINGS INFO/BOOKING Italy +39 06/98.956.666 Albany +355 44.500.130 Call Center (8.00-20.00)

ALITALIA INFO/BOOKING Tel: +39 06/222.2

AUSTRIAN AIRLINE INFO/BOOKING Tel: +39 02/896.342.96 (mon-fri 9.00-12.30/14.30-17.30)

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BLUE AIR INFO/BOOKING Tel: 06/487.713.55 (mon-fri 9.00-18.00)

BRITISH AIRWAYS INFO/BOOKING Tel: 02/69.63.36.02 (mon-fri 9.00-18.00 sat 9.00-14.00)

BRUSSELS AIRLINES INFO/BOOKING Tel: 899.800.903

CITYJET INFO/BOOKING Tel: 848.88.44.66 (mon-fri 8.00-20.00 sat 9.00-17.30)

EUROWINGS INFO/BOOKING Tel: 199.257.013

IBERIA INFO/BOOKING Tel: 199/101.191 Italian: 9.00-20.00 Lt - Mon a Sun Spanish: 00.00-24.00 Lt - Mon a Sun English: 00.00-24.00 Lt - Mon a Sun

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KLM INFO/BOOKING Tel: 892.057 (mon-fri 8.00-20.00 sat-sun 9.00-17.30)

LUFTHANSA INFO/BOOKING Tel: 199/400.044

SWISS INTERNATION AIRLINES INFO/BOOKING Tel: +39 02/696.820.70

TAP AIR PORTUGAL (Operativa dal 10 giugno 2018) INFO/BOOKING Tel: +39 02/696.823.34

TUI FLY (Operativa dal 2 aprile 2018) INFO/BOOKING Tel: +32 70.22.00.00 (mon-fri 8.00-22.00 sat 9.00-22.00 sun 10.00-22.00)

VUELING INFO/BOOKING Tel: 899.234.555

GUIDE TO SERVICES

FORMS FOR Personal Details: SUGGESTIONS OR NAME/SURNAME COMPLAINTS ADDRESS 9

Dear customer, CITY/COUNTRY Thank you for contacting us. Your feedback helps us to identify ways to TELEPHONE improve our service. Please complete the form below. E-MAIL

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

Please tick to indicate the reason for contacting us: COMPLAINT SUGGESTION

Please indicate which service your complaint/suggestion is related to: I agree to the terms and conditions of the Check-in/Boarding processing of personal data in line with Level of comfort in the airport article 7 of Legislative Decree 196/03 Security Cleanliness and toilets DATE AND SIGNATURE Lost property Airport operations Bar/Restaurant services Safety of persons and belongings Please send the completed form back to Shops us via any of the following: Environmental/social issues E-MAIL: Transport to/from the airport [email protected] Parking POST: Services for Passengers with Toscana Aeroporti S.p.A. Reduced Mobility FIRENZE AIRPORT – Aeroporto Amerigo Customer information Vespucci, Via del Termine 11, 50127, VIP room Firenze Airlines PISA AIRPORT – Aeroporto Galileo Car Rental Galilei, Piazzale D’Ascanio 1, 56121, Pisa

41 Switchboard Tel. 055.3061.5

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