SERVICE CHARTER 2020 SERVICE CHARTER 2020 The Service Charter is the tool that provides travelers with complete information on the level of service that the Olbia Costa Smeralda Airport guarantees in accordance with its quality system and the guidelines issued by the National Civil Aviation Authority (E.N.A.C.). The Service Charter also represents a declaration of the commitments undertaken to maintain and improve the quality of the services offered. The standard of services provided at Olbia Costa Smeralda Airport has been defined using indicators measured by statistical measurements, objective surveys and surveys on the level of service satisfaction perceived by passengers. The results achieved during the 2019 financial year, published in this charter, highlight not only the attention paid to quality issues, but also to environment, safety and land conservation. 2 SERVICE CHARTER 2020 GEASAR S.P.A. With the granting of the Forty-year Concession, Geasar www.geasar.it confirms its role as total manager of both operational and management activities carried out in Olbia airport, including Geasar S.p.A., the managing company of Olbia Airport, was established in 1985 and became these: operative in March 1989 when it was awarded by the Ministry of Transport the contract for the airport and its surrounding areas. In September 2004, after 15 years of activity, it the design, maintenance and development of airport infrastructure; the planning, coordination obtained the forty-year concession entrusting Geasar with the total management of the and development of commercial activities; airport security; customer service and operational Airport. The shareholding structure of Geasar S.p.A., Olbia Airport Management Company is management of the airport, including: so composed: • Handling services: ground handling services for passengers and scheduled and charter • Alisarda S.p.A. 79,8%. aircraft • Chamber of Commerce of Sassari 10% • Handling services: ground handling of passengers and private aircraft (Eccelsa S.r.l.) • Nuoro Chamber of Commerce 8% • Commercial activities (Cortesa S.r.l. or under sub-concession) • Regione autonoma della Sardegna 2% • Real Estate • Consorzio Costa Smeralda 0.2% The group includes the subsidiaries Eccelsa Aviation S.r.l. (100%) Cortesa S.r.l. (100%) and Alisarda Real Estate S.r.l (100%). 3 SERVICE CHARTER 2020 THE INTEGRATED MANAGEMENT SYSTEM Geasar S.p.A. has been equipped since 2010 with an Integrated Quality, Environment and In October 2019 Geasar has achieved the important result of accreditation at level 2 of Safety Management System, developed with reference to the requirements of UNI EN ACI Europe’s Carbon Accreditation, joining the group of over 250 airports in the world that ISO 9001:2015, UNI EN ISO 14001:2008, OHSAS 18001:2007 and in compliance with ENAC have voluntarily decided to do their part in the fight against climate change, joining the directives and the main applicable laws, standards and regulations. international program of ACI Europe “Airport Carbon Accreditation” (ACA), aimed at the The Management System is aimed at addressing the Company Functions in the application reduction and sustainable management of emissions. of the Quality, Environment and Safety Policies, in the pursuit of the Objectives and targets The integrated system QUALITY, ENVIRONMENT, SAFETY has been subject to certification defined so that they are commensurate with the company’s potential, the risks inherent by DNV (Det Norske Veritas) and certifies that Geasar S.p.A. with a view to continuous in the operational processes and aimed at improving the Quality, Environment and Safety improvement is able to provide a service that meets the highest standards while respecting performance of our organization. the environment, the local community and safety in the workplace. 4 SERVICE CHARTER 2020 All activities are also carried out with the following social objectives: • to promote the development of the airport in harmony with the needs of the Sardinian territory, encouraging the growth of passenger traffic beyond the summer season, through initiatives aimed at supporting the tourist, economic and social In addition to adhering to the highest development of Sardinia; international quality standards, • to favour the integration of the airport with the territory by promoting projects that have an impact in terms of cultural, commercial and social development; we can count on a solid starting point: • to distinguish itself for the quality of its services in terms of welcome, hospitality, elegance, courtesy and safety; our company and its culture are based on values • to confirm the centrality of the Customer and the continuous search for his satisfaction; that have been transmitted over the years • guarantee respect for the fundamental principles of equality and impartiality, non-discrimination, right to information, continuity, by extraordinary people, that continue to be participation, efficiency and effectiveness in accordance with the DPCM 30.12.1998 Mobility Charter; “ a guiding lights for our work. • limit the impact of airport activities on the environment. On July 15, 2019 Geasar presented its first Sustainability Report, the document that describes, in a transparent and detailed way, the results achieved by the Geasar Group in the economic, social and environmental field and shows its commitment to sustainable development, with the aim of creating not only value for the organization itself, but also for the community around us. Operating in an environmentally sustainable and socially responsible manner is an integral part of our risk management processes. 5 SERVICE CHARTER 2020 CORTESA S.R.L. Founded at the end of 2006, 100% controlled by Geasar, it was created to diversify the Group’s fields of operations with respect to airport activities. Cortesa is under the Group’s quality system for ISO 14001 environmental management standards and ISO 9001 service quality. Cortesa has several lines of development: . parking services where it operates by managing 8 parking areas; . the retail services of typical Sardinian products under the Karasardegna brand with 3 ECCELSA AVIATION S.R.L. points of sale; . KaraItaly with one Retail Food & Beverage point dedicated to national excellence; Eccelsa Aviation is a company established by Geasar in 2007 to offer a high quality service . e-commerce services of typical Sardinian products www.karasardegna.it; to private aviation. Food and Beverage services: Eccelsa Aviation operates in a new terminal of about 5000 square meters in a luxurious . Karafood, a bar/self-service restaurant located at the entrance of the terminal; environment very appreciated for its comfort, functionality and architectural characteristics, . Karakiosk, a modern restaurant/pizzeria outside the airport; offering high international standard services to passengers and crews from all over the world. Meet and Greet, a snack bar in the arrivals area; The terminal consists of large passenger lounges, fully equipped conference rooms, solarium . Time in Jazz snack bar, the refreshment area celebrating the International Music Festival and luxury shops. of the same name with vegetarian cuisine and grill; The handling operations are managed on a 10 hectare apron entirely dedicated to private . Grain and Grapes, a slow food and wine bar dedicated to those who love handmade fresh flights, Eccelsa also offers aircraft maintenance and assistance, hangarage, yacht charter, pasta; inflight catering and full support for all tourist services. Kara Cafè, in boarding area, a large snack bar/pizzeria, with an area entirely dedicated Eccelsa complies with the requirements of ISO9001/2015 and ISO14001/2018 quality and to the preparation of gourmet sandwich and an area dedicated to the first Italian Flagship environmental management standards. of Ichnusa beer; . Fish and Wine, the concept bar dedicated to lovers of fresh seafood; . Fasty: located in the boarding area on the ground floor, fasty offers a self-service catering service and take away; . Cortesa Catering, the high profile catering service dedicated to private aviation. 6 SERVICE CHARTER 2020 OPENING HOURS Airport 24 hours/day Car park 24 hours/day Left luggage deposit From 8.00 a.m. to 10.00 p.m. Restaurants, bars and shops from 6.00 a.m. to 8.00 p.m.* 365 days/year Pet relief *earliest closing time, depending on flights schedule Dogs dedicated area 7 SERVICE CHARTER 2020 THE TERMINAL MAP GROUND FLOOR 8 SERVICE CHARTER 2020 THE TERMINAL MAP FIRST FLOOR 9 SERVICE CHARTER 2020 THE TERMINAL MAP BASEMENT 10 SERVICE CHARTER 2020 SERVICES FACILITIES AREAS AIRPORT BODIES Information Escalators Check in Police ATM Lift Baggage reclaim Security check Change Toilet Vip Lounge Customs Lost & found PRM* Toilet Meeting and Business Centre Carabinieri Luggage storage Baby changing table Smooking area Safe Bag Nursery Chapel * Passengers with Riduced Mobility Restaurant Shower room University Wine Shop / Wine Bar Calling PRM* Airport gallery Snack Bar Start of loges route Car park Shopping area Trolleys Bus park PRM* Metting point Car park paying point Tour Operators Taxis PRM Room First aid Car rental PRM Entrance Bike sharing Ticket Counter Pet relief Snacks / Drinks machine Courtesy Strollers Recharging point for electrical devices LEGEND 11 SERVICE CHARTER 2020 12 SERVICE CHARTER 2020 Our vision: To become a reference airport for technological innovation, DATA SHEET quality and customer experience ... Check-in desks T1 31 “ Check-in desks T2 12 Gates 16 Fingers 5 GUIDE TO AIRPORT