Service Letter to Citizens Presentation INFRAERO – Service Letter to Citizens Infraero: everyday closer to you. Inside this concept, Empresa Brasileira The entrance of Infraero into the Decree of Access to Information de Infraestrutura Aeroportuária – INFRAERO aspires to be everyday closer (Lei de Acesso à Informação – LAI) also represents its commitment to society. After all, over 110 million passengers that go through our 63 to give transparency of its activities when facing society. Currently, per year. A number that, without a doubt, reaches a large portion of the there are also several channels of digital integration with the Brazilian population. presence of Infraero in Social Media. And also, the Enterprise has two apps that though technology and agility complement some of And so that the citizen gets to know and is more informed about what its services: they are: Infraero Voos Online, released in 2011, and INFRAERO offers, we are launching theService Letter to Citizens, which Infraero Aeroperto, recently released. represents another INFRAERO product always aiming to take better care of our clients. I will list some examples of this commitment. In the Now we also widened the range of options so that the citizen knows beginning of 2010, we released the Passenger Guide, a publication even better what Infraero offers. With the release of the Service that sums up a large part of the information that a traveler needs during Letter to Citizens, we reinforce our commitment with transparency boarding and disembarking. Nowadays, the content has been expanded and responsibility in making public all the channels and services of and counts with the participation of all the organisms that make up the the Enterprise, besides definitively complying with the Decree nº airline industry sector, making the Guide complete and informative. 6,932 of August 11, 2009. With the publication of the digital version (www.infraero.gov.br), we can easily and quickly each new service Always seeking to listen to our public’s wishes, we launched the for citizens. Ombudsman service in 2003. And to periodically reinforce it, we do researches to measure the degree of satisfaction of the passengers in the Good Reading, main network of airports of the Infraero Network, so that we improve our management. Gustavo do Vale – President of Infraero REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE Offer the passenger free Face to face Face to face: Select a network of your choice internet access through WI-FI Airport boarding rooms at: (INFRAERO WiFi Grátis - TIM, technology in the departure Aeroporto de Belo Horizonte/Pampulha-Carlos Drummond de Andrade –MG NET-VIRTUA-WIFI-BY-INFRAERO lounges Aeroporto Internacional de Confins – Tancredo Neves – MG or INFRAERO WiFi Grátis - Aeroporto Internacional de Curitiba - Afonso Pena - PR LINKTEL) and register Aeroporto Internacional de Manaus - Eduardo Gomes - AM Aeroporto Internacional de Fortaleza - Pinto Martins - CE Aeroporto Internacional do Rio de Janeiro/Galeão - Antonio Carlos Jobim – RJ PRODUCTS Aeroporto Internacional de Natal - Augusto Severo - RN Aeroporto Internacional do Recife/Guararapes - Gilberto Freyre - PE SERVICES Aeroporto Internacional de Salvador - Dep. Luís Eduardo Magalhães – BA Aeroporto Internacional de Belém/Val-de-Cans - Júlio Cezar Ribeiro - PA Aeroporto de São Paulo/Congonhas - SP Aeroporto do Rio de Janeiro - Santos Dumont - RJ Free internet FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / access AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY After checking in and accessing the Time necessary for completing Face to face Board of Commerce Connectivity departure lounge, the passenger may the registration form for acces- / Superintendence of use their equipment for accessing sing the service Commercial Business the internet (cell phone, notebook, etc.), and chose the network service provider and register informing their flight number, seat number, date off light and airport of origin REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE Offer suggestions for activities Online Online: Have internet access at the airports and close by a) on the free app “Infraero based on the geolocation of Aeroperto” the traveler en each AIRPORT PRODUCTS SERVICES Aeroperto FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY Download the “Aeroperto” Immediate. This service is Online Presidency / Institutional Travel app via smartphone available 24 hours a day, Communication; Board of seven days a week Commerce / Superintendence of Commercial Business REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION NECESSARY I OBJECTIVE PROVIDING (locations and SERVICE how to) NFORMATION TO ACCESS THE SERVICE Work the relationship Personally, online and Personally: To dialogue with the Press between organs of telephone a) through scheduled interviews Office, the requesting party the press and Infraero, must act in a communication providing services, Online: vehicle, organs of the press and exploring guidelines and a) through the e-mail [email protected] other communication offices solving problems Telephones: (61) 3312.3924; 3312.3917 or 3312.3926 PRODUCTS 24hour shift: (61) 9981.8411 SERVICES Press services WAITING TIME FORMS OF COMMUNICATION FOR SERVICE / BOARD OF AREAS OF MAIN STEPS FOR BETWEEN TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE PROCESSING THE INFRAERO AND SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY The journalists that work Can be immediate or Personally, online and Presidency / Press Office Information to society at communication vehicles depending on the question telephone or organs of the press may posed by the journalist, request interviews through one according to the deadline of the available channels, or (time given by be journalist send in their doubts, questions to finalize the demand) or information requests through e-mail or telephone, to the Press Office REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE Provide information for the Telephone and online Telephone: To send an email, fill out the dealers, airplane owners, a) telephone 08007233399 form on the link http://www. dispatchers, parking holders infraero.gov.br/aplicacoes/ and users in general, about the Online: cobrança financial billing system. a) access the Infraero Portal through the link http://www.infraero.gov.br/aplicacoes/cobrança PRODUCTS SERVICES Financial Client FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF BETWEEN INFRAERO AREAS OF PROCESSING TIME LIMITS FOR DIRECTORS / Services AND THE PERFORMANCE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES – Central PARTY Billing By making a free call or Immediate – via telephone Telephone and online Finance and Support Services Finance through Up to a maximum of 12 hours Board / Superintendence of the Infraero portal via the Infraero Portal Finance REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY OBJECTIVE SERVICE how to) INFORMATION TO ACCESS THE SERVICE Offer – through roaming Personally Personally: To be at one of the airports of helpers present at the airport a) at airports of the Infraero Network the Infraero Network terminals and who wear a yellow vest “Can I Help?” – information about the airport services and special services PRODUCTS SERVICES Roaming help FORMS OF WAITING TIME COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN INFRAERO PROCESSING TIME LIMITS FOR DIRECTORS / PERFORMANCE (yellows) AND THE THE SERVICE COMPLETING AREA INTERESTED THE SERVICES PARTY Identify the roaming helper Immediate Personally Operational Development Information and state your question Board / Superintendence of Operational Management REQUIREMENTS, FORMS OF ACCESS CHANNELS DOCUMENTS AND DESCRIPTION PROVIDING (locations and NECESSARY I OBJECTIVE SERVICE how to) NFORMATION TO ACCESS THE SERVICE Offer information related Personally and telephone Personally: To be at one of the airports of to services provided in the a) at information desks in the main airports of the Infraero Network and search main airports and carry out the Infraero Network for a desk. In case you do not special services find it, search for a roaming Telephone: helper (CAN I HELP?) a) informed on the corporate portal of the Enterprise PRODUCTS SERVICES Information Desk WAITING TIME FORMS OF COMMUNICATION MAIN STEPS FOR FOR SERVICE / BOARD OF AREAS OF BETWEEN PROCESSING THE TIME LIMITS FOR DIRECTORS / AREA PERFORMANCE INFRAERO AND SERVICE COMPLETING THE SERVICES THE INTERESTED PARTY Immediate Personally and telephone Presidency / Institutional Costumer service X Communication REQUIREMENTS, DOCUMENTS AND DESCRIPTION FORMS OF ACCESS CHANNELS NECESSARY OBJECTIVE PROVIDING (locations and SERVICE how to) INFORMATION TO ACCESS THE SERVICE Offer information about public Online Online: To have internet access service exams carried out by a) access the Infraero portal through the website www.infraero.gov.br Infraero