COVID-19 INFORMATION Updated March 23, 2020

23 marzo 2020 COVID-19 – USEFUL INFORMATION

• YOUR SAFETY IS OUR PRIORITY Safety measures for our passengers and employees.

• FOR THOSE WHO FLY Useful information for those who have to fly.

• FOR THOSE WHO ALREADY HAVE A TICKET • Information for those who need to change their ticket. YOUR SAFETY IS OUR PRIORITY.

Safety measures for our passengers and employees. ATTENTION TO THE CUSTOMER

The safety of our customers, on the ground and in the air, has always been our priority. For this reason we work every day, in every way, in coordination with the national health authorities and we will continue to do so, to allow passengers to travel with complete peace of mind providing constant updates on the situation and safeguarding the safety of our customers. We scrupulously monitor the actions of our suppliers, collaborating as much as possible with them to comply with the regulations set forth to deal with the Coronavirus emergency. ON BOARD

• All of our planes are sanitized daily. • The air on board is as clean as in an operating room; thanks to Hepa air filters and vertical circulation, the air is 99,7% pure. • Our staff is also trained to handle on board health emergencies and will immediately initiate the required protocol to safeguard passengers and staff. THE MASK

• The health of our passengers is our priority, we therefore ask them to obtain a protective mask before boarding the plane in order to be able to mandatorily wear it on board in the event that, because of a large number of passengers, it may not be possible to maintain a safe distance. • We may refuse access on board to passengers that, at the time of boarding, are not carrying an individual protective device (mask). • We also recommend wearing the mask at the airport and when boarding and disembarking from planes. USEFUL TIPS FOR ALL

• Wash your hands often. • Keep a safe distance of at least 1 meter. • If a disposable handkerchief is not available, cough or sneeze into your upper sleeve or into the fold of your arm. • If you show symptoms of being unwell, contact a medical professional and stay home. SAFETY FOR OUR EMPLOYEES

Alitalia has arranged security measures for its employees, of all duties (flight, ground, offices and hangars), in order to safeguard everyone as much as possible from the risk of contamination. The actions are in line with what was also signed and shared by all the social partners on March 14, 2020, or the “Protocol for the regulation of measures to combat and contain the spread of the Covid-19 virus in the workplace. THE ACTIONS Constant updating of our employees through the Internal Communication channels regarding useful information to know, recommended behaviours and references to contact for any significant circumstance to be highlighted. Monitoring by the Medicine department of the evolving epidemiological situation and daily contact with the Aviation Health Authority, Health Ministry and the other International Health Organizations in order to rapidly intervene in case of the need of additional communications or health measures. SAFETY FOR OUR EMPLOYEES

• Activation of smart working to minimize travel and avoid crowding in the offices. • Postponement of meetings, except for the essential ones. • Suspension of internal events and business trips. • Sanitization of work spaces (airplanes, airport, offices, training centers, hangars) in addition to ordinary cleaning. • On board biohazard kit for all crew members. • Positioning of disinfectant gel at Crew Briefing Centers and in refreshment areas. • Distribution of masks and latex gloves for airport staff and crews. FOR THOSE WHO FLY

Useful information for those who have to fly. AIRPORT REORGANIZATION

Following the changes that have taken place in the airport environment, i.e. the closure of Terminal 1 in Fiumicino and Linate airport, Alitalia has promptly reorganized its spaces (check-in counters, gates, etc.), providing all the necessary information and ensuring the same quality of service to its customers, always respecting the rules established for this critical moment.

11 ROME FIUMICINO

• The Airport Authority has arranged, from March 17, for the temporary closure of Terminal 1 at Rome Fiumicino Airport. • During this period, Alitalia's operations will be carried out at Terminal 3 which will remain in service. ROME FIUMICINO: GROUND SERVICES AT T3

15 CHECK-IN DESKS FAST TRACK Boarding Arriving • desks 166-168 for those flying in security checks operations will passengers will Business Class and Premium active for continue to be be able to collect Economy and for SkyPriority SkyPriority carried out at their baggage at customers. passengers. piers B, C, D, E. the arrivals area of Terminal 3. • desk 166 for unaccompanied minors • desks 169-177 for Economy class passengers on domestic, international and intercontinental flights (except North America). • desks 154-156 dedicated only to flights to North America. ROME FIUMICINO: LOUNGES

For those eligible the following lounges are available: • Casa Alitalia Piazza Venezia lounge (D boarding area, Schengen flights) • Casa Alitalia Piazza di Spagna lounge (E boarding area, extra-Schengen flights)

As an alternative, at the SkyPriority desks of the T3 it will be possible to collect a complimentary voucher. MALPENSA AND LINATE

• From March 16, all Alitalia domestic flights to and from Milan are operated out of the , due the temporary closure of the Milan Linate airport. • Check-in operations for Alitalia flights are carried out at Malpensa Terminal 2. MILAN MALPENSA: GROUND SERVICES AT T2

5 CHECK-IN DESKS AT AREA 34 We apologize for the • desks 1 and 2 for SkyPriority inconvenience, but customers. fast track services • desk 3 for baggage drop off. and lounge access are not available. • desks 4 and 5 for Economy class passengers on domestic, international and intercontinental flights. WHERE IS IT ALLOWED TO FLY

We are in constant contact with the appropriate authorities to keep passengers informed about the provisions in the countries in which we operate flights. Since the "state of emergency" was declared, we have been implementing all the safety procedures in coordination with those responsible for the national health emergency, guaranteeing, with the utmost commitment, national and international mobility, including the creation of special flights to facilitate the return to of thousands of fellow citizens that are located abroad. WHERE IS IT ALLOWED TO FLY

You can find some important information regarding entry restrictions in the different countries and when to board Alitalia flights, due to the measures ordered by the authorities for the epidemic caused by the Coronavirus (COVID-19), please check the Alitalia site at the following link: https://www.alitalia.com/en_en/fly-alitalia/news- and-activities/news/info-flights.html IF YOU ARE ALREADY HOLDING A TICKET

Information for changing your ticket. INFORMATION FOR PEOPLE TRAVELING UP UNTIL MAY 31

You have until May 31 to manage your flight as follows: • change a flight reservation; • ask for a ticket refund.

The request can also be made after the scheduled date of travel. PASSENGERS WHO NO LONGER WISH TO FLY AS PER THE SCHEDULE INDICATED ON THEIR TICKET All passengers who purchased a ticket issued by April 3 for a flight departing between February 23 and May 31 can request the following by May 31: • To change your booking for another trip taking place by December 31. • A refund with a voucher of equal value to the ticket purchased, valid for one year, to fly to any destination offered by Alitalia. PASSENGERS WHO HAVE HAD THEIR FLIGHT CANCELED

All passengers in possession of an Alitalia (055) ticket whose flight has been canceled can request the following by May 31: • To change your booking for another trip taking place by December 31. • A voucher of equal value to the ticket purchased, valid for one year, to fly to any destination serviced by Alitalia. • A refund of the price of the ticket or of the remaining value of the part of the trip which has not yet been completed. MILLEMIGLIA AWARD TICKETS All passengers with MilleMiglia award ticket, who decide not to travel, can request: • a change of reservation • or choose to reclaim their miles and receive a refund of the airport taxes. WHO TO CONTACT

• To change a booking you can proceed as instructed in previous repro or contact [email protected] including a copy of the ticket and indicating the preferred new travel dates(before May 31st 2020)

• To request a refund you can proceed through BSP link or contact [email protected] including a copy of the ticket(before May 31st 2020)

• To request a voucher you can contact [email protected] including a copy of the ticket(before May 31st 2020) THANK YOU !!!