here - Pisa

Transcription

here - Pisa

Toscana Aeroporti S.p.A.
Via del Termine, 11 – 50127 Firenze
Pisa airport:
Aeroporto Galileo Galilei
Tel +39 050 849 111
Piazzale D’Ascanio 1, 56121, Pisa
www.toscana-aeroporti.com
SERVICE CHARTER
2016
ISO 9001 ISO 14001
OHSAS 18001
1
CONTENTS
THE SERVICE CHARTER 2016 TOSCANA AEROPORTI, AEROPORTO INTERNAZIONALE GALILEO GALILEI, PISA
LA CARTA DEI SERVIZI
SECTION I
MANAGEMENT COMPANY AND SERVICE CHARTER
1.1 Introduction of Toscana Aeroporti
1.2 Our service charter 2016
SERVICE GUIDE
1. How to reach the airport: by car, train, bus, rented car, taxi,
car & driver hire, sustainable mobility
2.Airport parking lots
1.3 Services provided and useful information for passengers
3. Information in the airport
1.4 Integrated Management System
4.Airport services
1.5 Environmental policy
5.Other services
SECTION II
GLI INDICATORI DELLA CARTA DEI SERVIZI
6.Travel tips
7.Suggestions and complaints form
2.1 Qualitative indicators
SPECIAL ASSISTANCES
SECTION III
DIALOGUE PROCEDURES: SUGGESTIONS AND COMPLAINTS
2
SERVICE CHARTER
3
SECTION I
MANAGEMENT COMPANY
AND SERVICE CHARTER
4
1.1 INTRODUCTION OF TOSCANA AEROPORTI
Toscana Aeroporti S.p.A is the company
that manages the Florence and Pisa airports. Incorporated on June 1st, 2015 by
merger of AdF – Aeroporto di Firenze
S.p.A. (the company that managed the
“A. Vespucci” Florence airport) and SAT Società Aeroporto Toscano S.p.A. (the
company that managed the “G. Galilei”
Pisa airport).
The merger of the two companies has
been an essential step towards the creation of a unified Tuscan Airport System,
in line with the National Airport Plan approved by the Italian Ministry of Transports. The synergies that will be created
between the two airports and the complementary nature of the whole offer
presented by the System will lead to an
increase in the number of the destinations reached by the two airports and of
the airlines available thanks to the enhancement of the respective infrastructure.
In the long-term, Toscana Aeroporti is
planning to reach over 130 destinations
worldwide, 45 airlines and 160 daily
flights by 2029. The two airports will
maintain their specific features in terms
of air traffic: while the Vespucci airport
will keep developing the business and
leisure traffic through full service carriers, by connecting the main European
hubs, the airport will prefer tourist traf-
flights, and will also aim at developing
intercontinental flights.
Thanks to the integration of these two
airports, Tuscany will be able to rely on
one of the most significant airport systems of the country, which will foster local economic development in one of
the most globally renowned and beloved regions.
Toscana Aeroporti is responsible for the
following activities:
• Design, development and maintenance of the airport infrastructure (runways, aircraft parking aprons), air terminals and the other infrastructures used
by passengers and operators;
• Delivery of ground assistance services
to the airlines: check-in, passenger
boarding and disembarkation, baggage
loading and unloading, cargo and mail,
aircraft assistance (cleaning and necessary activities during stopovers);
• Management of passenger and baggage security (both hand and checked
baggage);
• Development of commercial activities
(shops, catering, etc.);
• Other airport services managed by
third parties (tourist information, VAT refund service, etc.).
fic managed by low-cost carriers, cargo
5
1.2 OUR SERVICE CHARTER 2016
The primary objective of Toscana
Aeroporti is to ensure efficient
and reliable passengers services,
as well as meet the requirements
of its stakeholders by successfully
grasping their implicit needs and
organize their full and constant
satisfaction. With this mission in
mind, Toscana Aeroporti adopted the
principles, standards and solutions
of international business “best
practices” for social responsibility,
equality, impartiality and nondiscrimination, as well as for the
protection of health, safety, and the
environment, and for service quality
management.
Toscana Aeroporti is willing to
consolidate
its
commitment
to
continuous
performance
improvement; for this reason, it
adopted an integrated Quality
Management System according
to UNI EN ISO 9001, Occupational
Health
and
Safety
standards
according to BSI OHSAS 18001, Social
Responsibility according to SA8000,
and environmental management
according to UNI EN ISO 14001.
The Service Charter of the Pisa Airport
is published by Toscana Aeroporti to
inform passengers about the quality
level of the services offered within
their quality management
system and in compliance
with the general reference
scheme required by the
Service Charter of the Transport
Sector (DPCM 30.12.1998).
6
1.3 SERVICES PROVIDED AND USEFUL INFORMATION FOR PASSENGERS
TAll the information regarding the
services offered by Toscana Aeroporti
is available on the Company website
at
www.toscana-airports.com,
“Aeroporto di Pisa” [Pisa Airport]
section. A complete list of services
offered can be found in the special
“Service Guide” enclosed with this
Service Charter.
Information brochures on Passengers’
Rights are available in the air terminal
as required by Regulations (EU)
261/2004 and 1107/2006, together
with all the information specified
in the applicable air transport
legislation
are free for the first 15 and 10 minutes,
respectively, and are provided with
reserved car stalls for PRM users.
For specific information on how to
reach the airport, rates and times
of parking lots and public transport
services, as well as on taxi, car &
driver hire, car-sharing and car rental
services, see the Service Guide.
The website contains a specific
section with all the useful
(prohibited/
restricted
items,
internal
signs for PRM Passengers with Reduced
Mobility, passenger baggage
info, and so on.)
For any further need or information,
users can directly contact the airport
using the following numbers:
• CALL CENTRE:
+39 050 849 111
• INFORMATION OFFICE
information to help passengers with
disabilities or with reduced mobility
move in the different areas and use
dedicated airport services.
The airport offers free wi-fi connection
for two hours by connecting to the
airport’s website, where users can
browse the Service Charter, the
Service Guide and access real time
information on flights.
The airport is opened to the public
every day from 4:00 until the time of
the last flight of the day. The airport
is provided with parking lots opened
24x7 that comprise five large areas:
one for short-term parking (P3), a
multi-storey parking building (P2),
two street level lots for long-term
parking (P1 and P4), and an area
in the eastern area of the external
square dedicated to large tourist
coaches (P6). Parking lots P2 and P3
+39 050 849 300
7
1.4 INTEGRATED MANAGEMENT
In line with the Integrated Management System, continuous improvement is achieved, from an operating point
of view, by committing to implement the following:
QUALITY
> Pursue a continuous improvement of
the service offered in terms of external
and internal customer satisfaction (effectiveness of the Integrated Management System).
> Ensure internal efficiency by rationalizing organizational processes and resources.
> Ensure the adequacy and effectiveness of the internal and external communication process.
> Improve the visibility and image of
Toscana Aeroporti in the markets concerned.
> Pursue the rationalization and optimization of the airport territory under concession by managing the existing infrastructure and identifying expansions
opportunities for an appropriate development capable of meeting the requirements of the Stakeholders.
HEALTH AND SAFETY
Gerardo Teta
> Protect the health and safety of all the
users of the airport: passengers, Toscana
Aeroporti’s employees, as well as contractors’, subcontractors’ and third parties’ employees.
> Prevent accidents and incidents in the
areas under our control (the airport lot
and related areas) within the framework
of the implementation of our activities
as Airport Operator and Handling Agent.
> Commit to full compliance with all the
applicable regulations, whether they
are cogent or not, concerning health
and safety in connection with the activities carried out in the airport area
managed by Toscana Aeroporti.
> Promote the adoption, by any entity
operating in the airport, of good practices, adequate procedures and international standards for the protection of
the health and safety of all airport users.
> Commit to periodically review our performance to ensure the best results in
terms of protection of the health and
safety of anybody using the airport in
the areas under the responsibility of
Toscana Aeroporti
> Communicate the principles that inspire our policy in terms of health and
safety protection to all Toscana Aeroporti’s personnel and airport users,
whether they are passengers or contractors’, subcontractors’ or third parties’
employees.
> Provide information on the health and
safety protection policies of our organization to all the entities concerned (local health departments, Fire Brigade,
INAIL [National Insurance Institute for
Employment Injuries], public administrations, etc.) .
> Establish a periodic review of our com-
mitments to ensure that they are always
adequate for the organizational and infrastructure developments of the airport.
SOCIAL RESPONSIBILITY
> Never use or support child labour and
forced labour.
> Select, hire, train, remunerate and
manage all employees with no discrimination.
> Always ensure a safe and healthy work
environment.
> Make sure that our management system for work times, disciplinary procedures and remuneration is consistent
with the legislation, the existing collective agreements, trade union agreements and industry standards.
> Ensure freedom of association and the
right to collective bargaining.
> Make sure that our partners and suppliers operating in the airport area apply
the same standards as Toscana Aeroporti does.
> Pursue continuous improvement in
the system for the management of our
Social Responsibility and by complying
with all national laws, any other applicable law and the international standards
set forth in SA8000
8
1.5 ENVIRONMENTAL POLICY
Toscana Aeroporti has committed to comply
of the flight infrastructures of the Galilei airport.
ing
with the applicable laws on environment pro-
These works mainly consisted in a requalifica-
high-efficiency cogeneration system operated
tection, prevention of pollution and continuous
tion of the surface of the main runway and the
since 2013. This system, built by CPL Concordia
improvement of the environmental manage-
addition of a new link between the main and
within the framework of the energy efficiency
ment system.
the secondary runway. Combined with the
and noise reduction project implemented by
noise reduction procedure introduced in April
Toscana Aeroporti, is powered by methane gas
2013, this allowed us to advance the take-off
and produces heating and cooling power to
run by 325 metres for aircraft, with a conse-
meet all the requirements of the airport.
With the ISO 14001 certification, the Pisa airport
adopted an environmental management sys-
and
signalling
system)
and
of
the
quent further reduction of the noise impact on
the city of Pisa. The Plan also included the introduction of the AVL lighting and signalling
system with LED technology, with an investment of approx. € 3 million.
The process of delocalization of 40 houses (out of 44) in the “via Cariola” neighbourhood, aimed at eliminating
As to noise pollution, a noise monitoring system is operated in the airport to control noise
levels in the entire area.
The project is also focused on the protection of
limited and precious resources, as well as on
the procurement of water for all airport uses. In
particular, well water is being increasingly used
for sanitary services and the total water consumption per passenger has been reduced. In
risk factors for the resident population, noise
to correctly monitor environ-
and environmental pollution, as well as the
mental issues to prevent pollution
aeronautical risk associated with the vicinity of
and minimize the impact of the airport
aircraft runways, is about to be completed as
infrastructure under concession on the
required by the 2002 VIA Decree. The global in-
surrounding territory.
vestment for the delocalization process has
To build on its ongoing effort to prevent pollu-
been € 16.5 million, of which € 3.5 million con-
tion, Toscana Aeroporti is planning to launch, in
tributed by Toscana Aeroporti.
cooperation with the public entities of the city,
ti is to protect the environment by minimizing
the impact of its activities with the adoption of
We are summarising below some additional
the best available technologies to optimize the
ongoing activities.
use of resources.
As regards the protection of the environment
The most significant fact of 2015 has been the
for energy efficiency, during 2015 Toscana Aero-
completion of the works for the improvement
porti increased the use of low-energy con-
emitting excessive smoke or noise).
Toscana Aeroporti has also committed to improve the existing waste collection and management system. In the Pisa airport, Toscana
Aeroporti organized some waste management
areas (in the Land Side and Air Side areas) to be
used for temporary storage and pre-storage of
waste before their final disposal, which is done
tem that allows it
The primary objective of Toscana Aero- por-
perfectly efficient equipment (e.g. equipment
the process of continuously improving its environmental
management
system,
Toscana
in compliance with the applicable municipal
legislation.
Since 2009, the Pisa airport has
been provided with specific three-bin units for
the collection of compost, bottles and cans,
and paper waste for airport users. In addition,
throughout 2015 Toscana Aeroporti monitored
the activities of its Food sub-concessionaires to
make sure that they complied with TA’s waste
separate collection requirements and added
specific clauses for this purpose in new concession agreements.
Aeroporti will continue to implement the same
strategies throughout 2016.
awareness campaigns for airport users consisting of environmental training for the operating
personnel on themes like savings, waste and
special waste sorting and management, fuel,
oil, refrigerant spill management, ban of non-
sumption equipment (LED-based aircraft light-
9
SECTION II
SERVICE CHARTER
INDICATORS
10
2.1 QUALITATIVE INDICATORS
The Service Charter has a set of quality indicators, standardized for all
Italian airports, which describe and
measure the performance of services through objective periodic measurements and analyses of the quality
perceived by passengers.
Results for 2015 and objectives for
2016 are provided in the next few
pages by using the quantitative and
qualitative indicators specified in the
Service Charter of the Airport Operator and in the GEN-02A Memorandum, collected and presented according to the ENAC methodology.
Toscana Aeroporti defined the objectives based on the passenger satisfaction levels recorded in the previous year through interviews of
departing and arriving travellers
(1,100 interviews in 2015), conducted
by a qualified research institute that
organized several surveys throughout the year. The focus of the surveys
was on the service provided by Toscana Aeroporti on the whole and the
additional services provided by other
companies in the airport structure.
The 34 indicators used were grouped
based on the following 9 quality factors, in line with the requirements of
ENAC Memorandum GEN-06:
So, Toscana Aeroporti shall:
• publicly formalize the service levels
(SL) provided;
• Travel security
• take systemic action to ensure the
implementation of SL;
• Personal and property security
• constantly monitor SL;
• Regularity of services (and timeliness of transportation)
• inform Customers about the results achieved with the annual update of the Service Charter.
• Cleanliness and hygiene
• Comfort in the airport
• Additional services
• Customer information
• Desk/gate services
• Modal integration
11
QUALITY FACTOR
INDICATOR
MEASUREMENT UNIT
RESULT 2015
TARGET PROPOSED 2016
Travel security
Global perception of the security service
for passengers and hand baggage
% of satisfied passengers
96.4%
95.6%
Personal and property
security
Global perception of passenger and
property security in the airport
97.5%
95.6%
Personal and property
security
Global timeliness of flights
% of flights on time/Total departing
flights
80%
79%
Cleanliness
and hygiene
Comfort in the airport
Global amount of baggage wrongly
handled at departure (baggage not
boarded) by the airport
# of baggage units wrongly
handled/1,000 departing pax
0.52/1000 pax
0.5/1000 pax
Time to first baggage claim from aircraft
block on
Time (in minutes) from aircraft block on to delivery
of first baggage in 90% of cases (detected by
computer system))
20’50”
19’
Time to last baggage claim from aircraft
block on
Time (in minutes) from aircraft block on to delivery
of last baggage in 90% of cases (detected by
computer system)
26’42”
25’
Waiting time on board to first passenger
disembarkation
Waiting time in minutes from block on in
90% of cases
5’53”
5’
Global perception of regularity and
timeliness of services received in airport
96.6%
95%
Perception of toilet cleanliness and good
operating conditions
89.9%
93.5%
Perception of global air terminal
cleanliness
94.6%
95%
Perception of baggage trolley availability
83.5%
85%
Perception of the efficiency of passenger
transfer systems (escalators, lifts, people
mover, etc.)
95.7%
95.5%
Perception of the efficiency of air
conditioning systems
98%
95.5%
Perception of the global level of comfort
in the air terminal
97.9%
96%
12
QUALITY FACTOR
INDICATOR
MEASUREMENT UNIT
RESULT 2015
Additional services
Perception of wi-fi connectivity in air
terminal
84.7%
80%
Perception of availability of mobile device
(cell phone/laptop) charging stations in
common areas, if available
nd
nd
Compatibility of coffee shop opening
times with airport opening times
% of arriving/departing passenger flights
compatible with the opening times of coffee shops
in the respective areas
100%
100%
Perception of the adequacy of smoking
areas, if available
nd
nd
Perception of the availability of free
drinking water dispensers, if available
nd
nd
Perception of availability/quality/prices of
shops and newsagent’s shops
90.2%
92%
Perception of availability/quality/prices of
bars and restaurants
82.1%
85%
Perception of availability of drink/snack
vending machines, if available
92.8%
93%
Easy to browse and updated website
94.2%
90%
Perception of effectiveness of operating
info points
91.1%
92%
Perception of clarity, comprehensibility
and effectiveness of internal signage
93.4%
95%
97.5%
95%
94.7%
9%
Customer
information
Perception of staff professionalism (info
point, security)
Global perception of effectiveness
and accessibility of public information
services (monitors, announcements,
internal signage, etc.)
13
QUALITY FACTOR
INDICATOR
MEASUREMENT UNIT
RESULT 2015
Desk/Gate services
Perception of ticket ofice service
96.4%
94%
Waiting time at check-in
Waiting time (in minutes) in 90% of detected cases
7’20”
7’30”
Perception of waiting time at check-in
94.3%
93%
Waiting time at security checkpoint lines
Waiting time (in minutes) in 90% of detected cases
5’19”
5’
Perception of waiting time at passport
control
95.2%
95.2%
Perception of clarity, comprehensibility
and effectiveness of external signage
95.1%
90%
Perception of adequacy of city/airport
connections
95.7%
95%
Modal integration
14
SPECIAL
ASSISTANCE
15
FOREWORD
Regulation (EC) No 1107/2006 of the
European Parliament and of the Council of 5 July 2006 concerning the rights
of disabled persons and persons with
reduced mobility (PRM) when travelling by air promotes equal rights to
free movement, freedom of choice
and non-discrimination for PRM as as
for all other citizens.
More specifically, people with disabilities and with reduced mobility due to
age or other factors may travel by
plane at the same or similar conditions
as the other passengers, without being excluded due to their disability or
physical condition, unless any exclusive and justified security reason applies.
The Regulation requires the respect of
fundamental rights and observes the
principles recognised by the Charter
of Fundamental Human Rights of the
European Union.
Therefore, Toscana Aeroporti provides
the necessary assistance (with no additional cost) by using adequately
trained staff and equipment within
the airport and on board aircraft. The
airport structures must be provided
with dedicated spaces and call systems to facilitate movement and communication within the terminal.
In particular, Toscana Aeroporti organized a complete and continuous service in the Pisa airport by hiring a specialized assistance company, using the
most adequate means of transport
and handling, and by installing tactile
maps and PRM accessible toilets,
ramps and lifts in the entire airport.
Having selected a progressive and socially advanced policy inspired by nondiscrimination principles to combat
social exclusion, the Pisa airport elected not to have a separate PRM lounge
(or “Sala Amica”), but invites all persons
with any kind of disabilities to use the
many “dedicated seats” scattered
around the airport with the purpose of
eradicating the tendency to the social
and relational isolation of physically or
mentally impaired persons. However,
for any possible different requirement
we created a small lounge for anybody
who might need a quieter place to
stay during the most chaotic times in
the airport or for passengers with any
sort of difficulty who require a peaceful environment.
16
Services
dedicated to
passengers
with
disabilities or
with reduced
mobility
(PRM)
Pursuant to the European Regulation
1107/06 (in force since 26 July 2008)
and the related ENAC Memorandum,
Toscana Aeroporti improved the level
of assistance provided to passengers
with disabilities or with reduced mobility (PRM) in the Pisa Airport.
The European Regulation 1107/06 defines a “Person with disabilities” or a
“Person with reduced mobility (PRM)”
as any “person whose mobility when
using transport is reduced due to any
physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any
other cause of disability, or age, and
whose situation needs appropriate attention and the adaptation to his or
her particular needs of the service
made available to all passenger”.
IATA’s (International Air Transport
Association) Codes on Reduced Mobility
WCHR
passenger able to walk by him/
herself inside the plane as well
as walk down and up stairs, but
who requires a wheelchair or
other means of transport to
move long distances inside the
airport.
WCHS
passenger able to walk by him/
herself inside the plane, but
who cannot walk down or up
stairs and who requires a wheelchair or other means of transport to move inside the airport.
WCHC
immobilized passenger requiring a wheelchair to move about
and assistance from the time of
arrival in the airport until the
end of the flight, as well as to
exit from the airport.
DEAF
passenger with hearing disability or hearing and speaking disability.
BLIND
passenger with sight disability
(distinguish between blind and
visually handicapped person).
DEAF/BLIND
passenger with sight and hearing disability and who requires
the assistance of an accompanying person to move about.
STCR
passenger who can only be carried on a stretcher.
MEDA
passenger who needs medical
assistance.
MAAS
(meet and assist): All other passengers in need of
special help.
DPNA
passenger with intellectual or
behavioural impairments
17
Services available in the airport
The Galilei Airport has the following facilities dedicated to disabled
persons and persons with reduced
mobility:
• Wheelchairs to facilitate
transfers within the airport that
can be used only accompanied
by dedicated staff;
• Free car stalls for disabled
persons at parking lots P1, P2,
P3, and P4. Anybody who has
the specific tag to show on the
car (“contrassegno disabile”) can
just show this tag at the
entrance of the parking lots,
with an ID document of the
owner and the boarding pass,
to receive a free parking permit.
In particular, PRM dedicated car
stalls are available in the multistorey (P2) and Short-Term (P3)
parking lots specially positioned
in the vicinity of call stations so
that passengers who need help
may immediately require
assistance for their pre-flight
needs.
• Dedicated seats distributed
across the entire terminal;
• PRM security lanes to facilitate
passengers bearing a
pacemaker or on a wheelchair
to pass through the required
checkpoints;
• special ramp equipment mobile lounge with elevated
platform - to facilitate boarding
operations for passengers on a
wheelchair;
In addition, the electric wheelchairs of disabled passenger or
PRM (with the exclusion of those
provided with a spillable battery)
can be boarded in the hold. Finally, in case a wheelchair has been
damaged in the hold during the
flight, wheelchairs can be rented
at the Ticket Office of the airport
under gratuitous bailment. To
request a rental wheelchair, the
passenger has to fill a form and
pay a caution amount that will be
returned to him/her upon returning the undamaged wheelchair.
• call stations to ask for specific
assistance.
• Special PRM toilets and sanitary
facilities;
• Ramps and lifts/elevators
(provided with Braille pushbuttons) to access the first floor
of the airport;
18
How to request assistance
Pursuant to European Regulation 1107/06 (of ECAC DOC
30 and the related ENAC
Memorandum) a “disabled
person” or a “person with disability” or a “person with reduced mobility (PRM)” is defined as any “person whose
mobility when using transport
Passengers with reduced mobility (PRM) or disabled persons are entitled to free assistance (with the waiting times
indicated in the above-mentioned regulation, free of
charge and with no additional
cost) only if the passenger has
specifically requested the de-
is reduced due to any physical
disability (sensory or locomotor, permanent or temporary),
intellectual disability or impairment, or any other cause
of disability, or age, and whose
situation needs appropriate
attention and the adaptation
to his or her particular needs
of the service made available
to all passenger”.
sired assistance (for departure
and upon arrival) at the time
of booking the flight (in any
case, always at least 48 hours
before departure of the flight)
from the Airline or Travel
Agent or Tour Operator with
which he/she organized the
flight.
After this initial request, the
passenger will call the service
in the airport by using the external intercom system or at
the check-in counter (at the
time specified by the airline
for all passengers or, in any
case, at least 1 hour before the
flight’s scheduled departure
time) and will be accompanied through all the necessary
steps for departure and then
upon arrival, within the time
defined in the regulation
(DOC 30 ECAC).¬¬¬¬ If the service has not been booked or
has been booked later than
the time specified above (48
hours before flight departure),
Toscana Aeroporti shall ensure the same assistance services (provided that the appropriate space is still available
on board), but with longer action times.
19
Assistance
UPON DEPARTURE
CALL STATIONS
PRM dedicated personnel is available (with no additional charge)
in the airport to personally accompany disabled passengers through all the steps preceding boarding, from check-in or any other
designated point through customs and security checkpoints (if
requested), as well as during boarding (also by using a special stair
or lifting apparatus, if needed). The
dedicated personnel will be available to meet any reasonable need
to offer a complete, efficient and
seamless service within the airport
and throughout the entire boarding/disembarkation process.
Call stations are distributed as
specified above are the first service dedicated to disabled and reduced mobility passengers requiring assistance in the airport. They
are available in the main external
areas around the airport and in
the vicinity of the main entrance/
exit doors of the terminal, in the
taxi and coach area, at the train
station, and in dedicated parking
areas. The spots where these facilities are located are shown on the
External Map, together with all the
dedicated seats.
UPON ARRIVAL
PRM dedicated personnel is available (with no additional charge)
in the airport to personally accompany disabled passengers through all the steps that follow arrival,
from aircraft disembarkation (with
a special stair/lifting apparatus) to
baggage
claim,
customs
checkpoint and transport to the
passenger arrivals terminal or any
other designated point.
Any PRM who has booked assistance and has announced his/
her arrival at any of the aforesaid
call stations will be reached by the
dedicated staff at the same station from which they have called
and will receive assistance throughout all the steps preceding
flight departure.
Inside the passenger terminal, in
addition to the services available
at the external call stations, disabled/reduced mobility passengers
(PRM) have specially designated
priority seats identified with specific signs that distinguish them
from those available for general
airport users.
DISABLED MINORS
Minors with reduced mobility are
assisted like any other PRM. If the
minor is travelling alone, the applicable procedures for assistance to
minors in the airport shall apply in
connection with the type of disability recorded by the designated
person at the check-in counter
and by the airport staff in general.
Assistance may also be requested
by directly contacting the front-line staff at the check-in counters
before departure, near the airport
entrances, or the staff supervising
passenger arrival immediately after disembarkation to go through
all the steps after the arrival of the
flight, usually at the Info Point inside the terminal.
20
IN THE AIRPORT
TACTILE PATHS AND MAPS
Special cues for tactile orientation are installed throughout
the airport for visually impaired
persons: they consist in raised
elements that start from the pavement where the call stations
are installed and continue into
the terminal to reach the main
services, such as the ticket office, security gates and boarding
gates.
The main entrance doors of the
airport also have tactile maps
that describe the positioning of
the available services
DEDICATED LOUNGE
A lounge is available in the airport for passengers with longer
waiting times between flights.
AIRPORT MEDICAL SERVICE
A first aid medical service is
available in the airport, with an
ambulance car, operating from
4:00 to the arrival of the last
flight of the day. The first aid station is located inside the passenger terminal near the Information Officio and the Baggage
Storage service.
SANITARY SERVICES
ARCHITECTURAL
BARRIERS
Dedicated sanitary services for
persons with disabilities or reduced mobility are available in
the entire terminal. Signs indicating their positions are provided in the tactile maps, on the
airport information panels and
on signs.
Access to all the airport areas is
ensured to everybody, including
people on a wheelchair, by the
absence of architectural barriers
and by the presence of ramps
and lifts in various points of the
building. Each lift also has Braille push-buttons.
EMERGENCY
EVACUATION
In case of an emergency requiring the evacuation of the terminal or any part of the airport,
dedicated staff will assist passengers to reach a safe place.
The airport staff has been trained on the use of escape routes
and emergency exits provided
in the airport infrastructure in
line with the applicable Internal
Emergency Plan.
The main entrance doors of the
airport also have tactile maps
that describe the positioning of
the available services.
.
21
QUALITY INDICATORS
FOR PRM CATEGORISED IN THE FOLLOWING 6 QUALITY FACTORS
EFFICIENCY OF
ASSISTANCE
SERVICES
COMMUNICATION
WITH
PASSENGERS
PERSONAL
SAFETY
COMFORT
IN THE AIRPORT
INFORMATION IN
THE AIRPORT
RELATIONAL AND
BEHAVIOURAL
ASPECTS
22
QUALITY FACTOR
INDICATOR
MEASUREMENT UNIT
RESULT 2015
TARGET 2016
Efficiency of assistance
services
For departing PRM with pre-notification:
Waiting time to receive assistance from
one of the designated points in the
airport, in case of pre-notification
Waiting time (in minutes)
in 90% of cases
7’12”
Entro 10’
nel 90%
dei casi
For departing PRM without pre-notification:
Waiting time to receive assistance from one
of the designated points in the airport, after
notifying one’s presence
in 90% of cases
7’12”
Entro 10’
nel 90%
dei casi
For arriving PRM with pre-notification: Waiting
time on board for disembarkation of PRM,
after disembarkation of the last passenger
in 90% of cases
9’
Entro 10’
nel 90%
dei casi
’
For arriving PRM without prenotification: Waiting time on board
for disembarkation of PRM, after
disembarkation of the last passenger
in 90% of cases
9’
Entro 10’
nel 90%
dei casi
Perception of the state and operating
conditions of airport vehicles/equipment
% PRM satisfied
96.9%
95%
Perception of the adequacy of staff
training
% PRM satisfied
94.6%
95%
Accessibility: amount of essential
information accessible for sight, hearing
and motor impaired persons over total
amount of essential information
% of essential information
accessible over total amount
of essential information
96.3%
95%
Completeness: amount of information
and instructions on the services offered,
available in an accessible format over
total amount
% information/instructions on services offered
available in an accessible format over total
amount of information/instructions
100%
100%
Perception of the effectiveness and
accessibility of information, communications
and internal airport signage
% PRM satisfied
97.2%
95%
Number of answers given within preestablished times over total number of
requests of information received
% answers given within preset time over
total number of requests
100%
95%
Number of complaints received over total
PRM traffic
% of complaints received over total
PRM traffic
0.02%
0.2%
Personal safety
Information
in the airport
Communication
with passengers
23
QUALITY FACTOR
INDICATOR
UNITÀ DI MISURA
RESULT 2015
TARGET 2016
Perception of effectiveness of PRM
assistance
% of PRM satisfied
99%
95%
Perception of the level of accessibility
and usability of the airport infrastructure:
parking, interphones, dedicated lounges,
sanitary services, etc.
% of PRM satisfied
96.1%
92%
Perception of dedicated spaces during
PRM stopover (e.g. “Sala Amica” lounge)
% of PRM satisfied
96.8%
92%
Perception of staff courtesy (infopoint,
security, personnel dedicated to special
assistance)
% of PRM satisfied
98.9%
92%
Perception of professionalism of the
personnel dedicated to the delivery of
special assistance services for PRM
% of PRM satisfied
97.9%
92%
Relational and
behavioural aspects
24
SECTION III
DIALOGUE PROCEDURES:
SUGGESTIONS AND
COMPLAINTS
25
DIALOGUE PROCEDURES: SUGGESTIONS AND COMPLAINTS
The Pisa Airport implemented a system
Toscana Aeroporti will answer each Cus-
In order to accurately monitor the qual-
for receiving and answering requests,
tomer who has left contact details con-
ity of the services offered, Toscana Aero-
suggestions and complaints by pas-
cerning the complaint received within
porti periodically prepares summarised
sengers and customers, in compliance
30 days.
reports on complaints received, which
with the Integrated Quality Management System of Toscana Aeroporti. All
communications with Customers are
In order to increase response rapidity
and effectiveness and the related in-
are classified by type and prepared to
identify the most significant indicators.
vestigation to give appropriate answers
Complaint concerning violations of the
users should provide a detailed descrip-
Charter of Passenger Rights must be di-
tion of each event and copies of any
rectly forwarded by the Customer to the
Toscana Aeroporti arranged the follow-
document providing evidence of the
relevant airline (with which the Custom-
ing contact procedures for the Pisa Air-
facts described (e.g. copy of flight tick-
er has signed the transport contract),
port:
ets, receipts, and so on).
with copy to ENAC – Ente Nazionale di
- A Suggestions and Complaints Form is
Each complaint will be analysed individ-
available in the last pages of the Service
ually by Toscana Aeroporti’s office staff
Complaint concerning services deliv-
Guide of this Service Charter, to be sub-
and, if the investigation provides evi-
ered by third parties must be submit-
mitted by mail to the address: Toscana
dence of responsibility of the Manage-
ted by Toscana Aeroporti to the respon-
Aeroporti S.p.A., Piazzale d’Ascanio 1 -
ment Company (e.g. damaged proper-
sible parties operating under various
56121 Pisa, or by e-mail to qualita.ambi-
ty, incidents/accidents, failure to assist
contracts in the airport. Toscana Aero-
ente@toscana-aeroporti.it
PRM, wrong information given to the
porti will monitor the process to ensure
public), a compensation or reimburse-
that a response is eventually given to
ment will be determined on a case by
the passenger.
examined with great care by the Top
Management.
- An online form to be filled in the Pisa
airport’s website in the “Contact us” section
- E-mail address: customer@pisa-airport.com
case basis by involving the insurance
company of the passenger, if any, or the
airline, if applicable.
Aviazione Civile.
In case of a possible crime (e.g. theft or
personal injury), passengers are recommended to immediately notify the Air
Police Offices available in the air terminal.
26
SERVICE GUIDE
27
Parcheggio Ovest
Noleggio con conducente
Multipiano
Rent a Car Terminal
Sosta Breve
Terminal Passeggeri
Parcheggio lunga sosta est
Parcheggio Autobus Granturismo
Parcheggi Autonoleggio
35
28
1. HOW TO REACH THE AIRPORT
Located along the coast, only 1 km away from the city centre of Pisa, the airport is directly connected to the national motorway and the main trans-European cargo transport networks. The airport offers a wide range of mobility services: buses to
and from the main destinations in Tuscany, with direct connections to Florence, Siena, Lucca, Pietrasanta and Viareggio; the
public urban bus transport service called “LAM Rossa” (company “CPT”); the PisaMover shuttle bus directly connecting the
airport to the Pisa Centrale train station and taxis. Sustainable mobility services such as ShareN’Go electric cars and a Bike
Sharing service called “CicloPi” are also available
BY TRAIN-BUS
PISAMOVER
The Pisa airport lies only approx. 1 km
BY BUS TO/
FROM THE CITY CENTRE
CAR & DRIVER HIRE
All parking lots reserved for the car &
away from the central train station of
The urban bus service “LAM ROSSA”
Pisa Centrale, from where all the des-
connects the airport with the centre of
tinations of the Italian railway network
Pisa every 10 minutes.
can be reached. While waiting for the
Urban and extra-urban bus schedules
new completely automated fast PisaM-
are provided in the website www.pisa.
over connection that will directly con-
cttnord.it. Tickets can be purchased at
nect the airport to the train station eve-
the stop (arrivals side) and in the Infor-
ry 5/8 minute and will work every day
mation Office in the Arrivals Hall of the
from 6:00 to 24:00, connection with the
airport (opened every day from 7:00 to
train station is ensured by the PisaMover
23:00).
Limousine Oritour Tel.: 050 21544 or 331 4698100.
bus service, which connects the Galilei
BY CAR
airport with the Pisa Centrale train station (and vice versa) in 8 minutes, every
BY TAXI
The airport is perfectly integrated in the
day, holidays included, with runs every
The taxi service is managed by CO. TA
Tuscan road network. It has direct ac-
10 minutes. For information on railway
PI. - Cooperativa Pisana Tassisti. Taxis
cess to the Florence - Pisa highway (ex-
connections and to buy tickets, visit the
stop in front of the airport, Arrivals side.
its “Pisa Centro” or “Aeroporto”), to the
website www.trenitalia.com. Train and
A12 Genova - Rosignano motorway (exit
bus tickets can also be purchased at the
“Pisa Centro”), to the A11 Florence - Pisa
Information Office in the Arrivals Hall of
Nord motorway (through the Pisa Nord
the Pisa airport (opened every day from
link with A12), and to the State Road
7:00 to 23:00).
driver hire service are in front of the airport, Arrivals side. To reserve a car with
a driver, the following companies are
available:
Pisa Shuttle
new online reservation service
website: www.pbapisa.it
e-mail: info@pbapisa.it
in the airport, Arrivals side.
External website: www.limousineoritour.it
The Radio Taxi service is available 24x7
by calling (+39) 050 541600. For further
information and reservations: www.cotapi.it.
“SS1 Aurelia”. Traffic flows almost always
smoothly along the entire road network.
29
BY BUS TO/
FROM OTHER
TUSCAN TOWNS
CAR RENTALS
FLORENCE
shuttle service. The terminal of the shuttle bus service is just outside the exit of the passenger terminal, Arrivals side. The terminal of
Terravision – Check schedules and
the car rental companies may also be easily reached on foot (approx. 5 minutes) - even with the last flight of the day, there will always
prices at: www.terravision.eu or con-
be at least one company available to meet car rental requirements. However, reserving a car in advance is preferred.
The building dedicated to car rental companies is only 500 metres away from the passenger terminal and is directly connected by a
tact the Terravision staff outside the
passenger terminal (Arrivals side). Autostradale – Check schedules and
prices at: www.airportbusexpress.it or
contact the Autostradale staff outside
AUTO EUROPA
+ 39 050 506883
MAGGIORE
+ 39 050 42574
SIXT RENT A CAR
+ 39 050 28101
the passenger terminal, near the bus
parking area. Tickets can be purchased
at the stop (arrivals side) and in the Information Office in the Arrivals Hall of
AVIS
+ 39 050 42028
the airport (opened every day from 7:00
to 23:00).
SIENA:
Autostradale – Check schedules and
EUROPCAR
+ 39 050 41081
FIREFLY
+ 39 338 4511294
prices at: www.airportbusexpress.it or
contact the Autostradale staff outside
the passenger terminal, near the bus
parking area. Tickets can be purchased
HERTZ
+ 39 050 43220
LIBERTY RENTALS
+ 39 050 48088
GOLDCAR
+ 39 050 2200061
at the stop (arrivals side) and in the Information Office in the Arrivals Hall of
to 23:00).
LUCCA, VIAREGGIO E PIETRASANTA:
Autolinee F.lli Lazzi - VAI BUS – Check
schedules and prices at: www.vaibus.
it. Tickets can also be purchased at the
Information Office in the Arrivals Hall of
LOCAUTO RENT
+ 39 050 24347
Il box noleggio auto
elettriche si trova all’uscita
dell’aerostazione, lato Arrivi.
La stazione di bike sharing
CicloPi Pisa si trova in
prossimità del P3, di fronte
al Terminal Passeggeri.
Per info e tariffe:
www.sharengo.eu
Per info e tariffe:
www.ciclopi.eu
to 23:00).
30
2. AIRPORT PARKING LOTS
The Pisa airport offers over 3,000 car stalls.
Check info and prices at www.toscana-aeroporti.com, Aeroporto di Pisa, sections
dedicated to each individual parking lots, and select your preference based on
the duration of your stay. Park your car and fly without worries! Take your ticket
at the entrance of the parking lot and keep it until you come back. Payment is
required when you return to pick up your car by using any of the 7 automated
payment machines, open 24x7, or at the manned toll booth open every day from
7:30 to 24.00.
P1
P3 sosta breve
Parking lots located in the WEST airport
This parking area offers the first 15 mi-
area, 200 metres away from the passen-
nutes for free. Located in front of the ter-
ger terminal. 180 car stalls are available
minal, it is particularly suitable for those
particularly for longer-term stays (a few
who need to leave the car just for the
days) at a contained cost.
time to accompany or pick up someone
at the airport or to shop in the commercial area.
P2 MULTI-STOREY CAR PARK
A multi-storey car park is available a few
P4 low-cost
steps away from the airport. The facility
on-line reservation:
has over 1,100 car stalls distributed on 3
levels and is just a few metres from the
terminal.
Low-cost car park, only 900 metres
from the airport, connected with a free
shuttle bus service from 5:00 to arrival/
departure of the last flight of the day. A
minimum of 3 buses per hour is guaranteed.
31
32
IN THE AIRPORT
33
3. INFORMATION IN THE AIRPORT
UFFICIO INFORMAZIONI
For information on arrival or departure
FREE APP: PISA AIRPORT MOBILE
INTERNET POINT
The internet point of the Pisa airport, lo-
flights or on the airport services the In-
cated at the ground floor if the terminal
formation Office is available in the air-
building (Arrivals side), is open every day
port, Arrivals side.
Download the new free app from Ap-
from 09:00 to 18:30, holidays included.
It is open every day from 7:00 to 23:00.
ple Store, Android Market (or access the
Info at: +39 050 7846066
Telephone number: 050 849300.
website “m.pisa-airport.com”) to:
- Check the main information directly
WEBSITE
from your mobile phone
- Check flight schedule in real time
TOURIST INFORMATION
In the Arrivals area, you can find the automated tourist welcome service “In-
- Check the map of the destinations
formator 24h” managed by PMI.
served by airlines that use the Pisa air-
The PMI service offers general informa-
PISA AIRPORT FREE WI-FI
port, including their main contacts
The wi-fi service is free for 120 minutes
- Query the lost baggage information
tion facilities and allows users to directly
and is available in the entire passenger
system via mobile device
check for availability and make reserva-
terminal.
To browse the internet or read emails
while waiting for a flight, users can simply set their device in the “Find wi-fi networks” mode and then connect their
devices with wireless connectivity to the
“Airport-Free-Wifi” network.
- Online check-in
- Check the availability of car parks in
real time and calculate the cost for your
stay
tion on hotels and other accommoda-
tions by using the integrated phone to
call the desired facility.
For info: www.infopmi.com/PMI/informator24/location/pisa_it
- View shops and restaurants/coffee
shops available in the airport
- Check for many other web services
34
4. AIRPORT SERVICES
AIR TICKETS
The air ticket office is located in the passenger terminal between the Check-in
Hall A and the Check-in Hall B, and is
open every day from 5:00 to 20:00 (holidays included).
Care service constantly in touch with
LOST PROPERTY
The TIA & Lost Property Office managed by Toscana Aeroporti-Pisa S.p.A.,
located at the first floor of the passenger terminal, is open Monday to Friday,
holidays excluded, from 08:30 to 17:00.
Telephone: +39 050-849538
LOST&FOUND BAGGAGE
ASSISTANCE
the Lost&Found services of airports;
• it reimburses up to € 3,000.00 if the
baggage gets definitively lost and up
to € 800.00 in case of damages due
to shocks or partial content theft. To request for this service, just fill the online
form. For info: www.safe-bag.com
Fax: +39 050-916050
E-mail: pass@pisa-airport.com
Call Center: +39 0331777154
DEDICATED LOUNGE
A dedicated lounge is available in the
SERVICE BAGGAGE
TROLLEYS
- Lost baggage assistance call service,
airport for passengers who have long
290 baggage trolleys are available in the
available 24x7 at 050 849 400
waiting times between flights or for oth-
airport. Their cost is € 2 each.
Ground floor, Arrivals Area.
Baggage pick up times: every day, holidays included, from 09:00 to 21:00.
- Real time lost baggage tracking (for
airlines using the World Tracer system)
BAGGAGE CHECKROOM/
STORAGE:
A baggage checkroom service is available at the Information Office. Passengers can deposit their baggage every
er requests: it can be used as a waiting
room by PRM, pregnant women and/or
as nursery.
VIP Lounge
Tel: +39 050 849 473
SAFE BAG
A Safe Bag point is located in the Checkin Hall A. Safe Bag is a European leader
in providing integrated baggage pro-
day from 09:00 to 19:00 and pick it up
tection services.
from 8:00 to 20:00, holidays included.
It
The daily rate per suitcase is € 7.00. For
es in one in less than 30 seconds:
info on the service: +39 050 849300.
VIP SERVICES
•
offers
it
three
protects
shocks,
rain,
your
servic-
baggage
accidental
from
BUSINESS CENTER
Tel: +39 050 849202
CARGO AGENT
Tel. +39 050 849 350
opening
and theft thanks to an extra-strong
and
100%
recyclable
plastic
film;
• it tracks your baggage with a Safebagcode associated to the suitcase, which
allows your baggage to be found before the airline tanks to a Customer
35
5. OTHER SERVICES
The medical service is provided at the
ground floor of the air terminal and covers the entire opening times of the airport every day, holidays included.
AUTOMATED TELLER MACHINE (BANCOMAT)
The Commercial Gallery of the Galileo
1 ATM at the ground floor
Galilei airport offers a wide range of
1 ATM at the first floor
COMMERCIAL GALLERY
Made in Italy shops for passengers and
visitors. For info on the shops available
in the airport, please consult Toscana
The airport has 14 toilet facilities provid-
CURRENCY EXCHANGE OFFICES
ed with a nursery: In addition, pregnant
Purchase and sale of al negotiable cur-
women or mothers with young children
rencies, travellers cheques, cash ad-
can use, upon request or in case of long
vance on credit cards, ATMs, money
-
waiting times, the Dedicated Lounge lo-
transfers, VAT refunds, telephone and
floor
of
cated at the airport ground floor.
phonecard recharges.
Area),
open
For info and currency reservations: 800
13 FOOD & BEVERAGE POINTS
305357
They are distributed in all the airport are-
Website: www.forexchange.it
- Laundry
Forexchange has 3 currency exchange
- Dancing School & Fitness Center
tellers in the airport:
- 3Store telephony store
NURSERY as. For info and contacts, visit the website
www.toscana-aeroporti.com, Pisa airport or download the free Pisa airport app.
Aeroporti’s website or download the official Pisa Airport app. The services offered by the Pisa Airport Commercial
Gallery include:
Pharmacy
-
the
at
the
airport
every
day
ground
(Check-in
from
8:00
to 20:00. Info at: + 39 050 500363
-
Women
and
men’s
hair-
dressers and beauty services
- A teller in Check-in Hall A (before se-
DRINK/SNACK VENDING MACHINES curity gates): open every day from 05:00
to 20:00
CHAPEL
The Catholic Chapel located at the first
There are many vending machines with
- A teller in the Arrivals area (near the
floor of the passenger terminal is open
drinks and snacks in many points across
exit): open every day from 09:00 to 22:30
every day from 07:00 to 20:00.
the entire airport (e.g. check-in area, ar-
- A teller in the Departures (after the se-
rivals area, embarkation area, parking
curity gates): open every day from 05:30
lots, car rental shuttle bus stop).
to 19:00
BANK
A bank is available at the first floor of the
terminal, open from Monday to Friday,
holidays excluded, from 8:35 to 16:30.
Info at: +39 050 41288
36
6. TRAVEL TIPS
WHEN YOU SHOULD
SHOW UP AT THE
AIRPORT BEFORE A
FLIGHT
Europe and abroad only with an indi-
The airport is opened to the
of the passport until natural expiry.
public every day from 4:30 to the
All Italian minors are permitted to expa-
arrival/departure time of the last
triate with a personal document valid for
flight of the day. Passengers are
expatriation and with a passport or, for EU
recommended to show up at the
countries, also with a identity card valid for
check-in counters well in time (in
vidual travel document. Existing parent
passports with minor children registered
shall remain valid only for the owner
HAND BAGGAGE AND SECURITY MEASURES FOR TRAVELLERS Each passenger can take on board exclusively one piece of hand baggage of
ANIMAL TRANSPORT
Pets are allowed in the airport only on a
leash and dogs must wear a muzzle or be
kept in appropriate closed travelling containers.
the maximum weight permitted by each
TRAVELLING WITH ANIMALS
airline. Based on specific ENAC indica-
Passengers should remember that each
tions, the sum of the size of the piece of
airline has its own policy concerning animal
expatriation.
baggage must not exceed 115 cm. Appen-
transport. To obtain accurate information, it
general, at least 2 hours before
UNACCOMPANIED MINORS
dix 4-C of Reg. (EU) no. 185/2010 and the
is advisable to consult the official websites
the scheduled time for departure)
National Security Program list prohibited
Travelling unaccompanied minors are sub-
of the relevant airline.
before the opening of the boarding
articles that cannot be carried in the hand
jected to the restrictions and policies of
gate according to the indications of
baggage. Passengers are forbidden to
each individual airline. Passengers should
each airline.
abandon their hand baggage and carry
consult the official websites of the airlines
objects, sealed envelopes and checked
TRAVEL DOCUMENTS
to obtain all the necessary information.
baggage on behalf of other persons. For
All passengers must have a valid
UNACCOMPANIED CHILDREN
UNDER 14 YEARS OF AGE
further info: www.enac.gov.it.
The number of animals that can be carried
BAGGAGE TO BE BOARDED
during a flight is limited for each aircraft.
Baggage to be boarded is any baggage
check the travel documentation required,
unit the passenger consigns upon check-
the booking confirmation for all the flights
in for transport inside the aircraft hold. The
until final destination and that payment of
the service has been made.
travel document, a passport or an ID
card depending on their destination
country. Each passenger is required
to:
•
•
June 2014 for unaccompanied travelling
children under 14 years of age.
mals in the cabin or in the hold in compliance with the airline’s and arrival airport’s
policies and restrictions.
It is the check-in staff’s responsibility to
previously obtain information on
The parent or guardian of the minor must
the specific document/s required
size of the hold baggage, as well as the
sign a “Declaration of Accompaniment”
for the destination country of
cabin or hand baggage, depend on the
that will be filed with the Police records.
specific airline’s regulations. If the baggage
According to the new procedure, a paper
exceeds certain predefined limits, the pay-
make sure that the document is
declaration will be issued or a mention will
ment of an additional tax might be re-
legal and valid;
be directly added on the minor’s passport.
quested. We invite passengers to contact
We remind passengers to always take the
make sure that they have the
For further information, visit the website of
their airline for further information.
animal’s health book and check the vac-
documents at hand to show
the State Police.
For security reasons, no baggage unit with
them whenever requested dur-
In any case, before purchasing the ticket
a weight exceeding 32 kg will be accepted
ing their journey
from the airline, passengers should check
.
their journey;
•
New policies have been defined since 4
Passengers are allowed to transport ani-
TRAVELLING WITH A MINOR
(CHILDREN
UNDER 18 YEARS OF AGE)
Since 27 June 2012, minors are no
Restrictions do not apply to guide dogs
for blind or deaf persons and to emotional
support and therapy dogs.
cinations and certificates requested in the
destination country.
The persons that will take care of the pets
that the airline accepts unaccompanied
during the journey must compulsorily be
children under 14 years of age
provided with all the necessary items for
ready cleaning and removal of their dejections
longer registered on their parents’
passport, but can travel around
37
CONTATTI UTILI
HEALTH, CUSTOMS AND SECURITY FORMALITIES FOR TRAVELLERS
For the main applicable provisions and procedures, see the respective government
websites (Customs and Monopoly Agencies, State Police and Ministry of Health).
AIRLINES
AEGENAIR
it.aegeanair.com
Visit the website www.viaggiaresicuri.it for prophylaxis and prevention measures to be
adopted for the destination selected.
AIRBALTIC
www.airbaltic.com
+371 67006006*
For customs information, visit the website www.agenziadoganemonopoli.gov.it, where
the “Traveller’s Customs Charter” is available.
AIRDOLOMITI
www.airdolomiti.it
045 2886140*
ALITALIA
www.alitalia.com
BLU-EXPRESS
www.blu-express.com
06 98956666*
BRITISH AIRWAYS
www.britishairways.com
02 69633602*
CZECH AIRLINES
www.czechairlines.com
+39 068 336 4696
DELTA
www.delta.com
+39 02 3859 1451*
EASYJET
www.easyjet.com
FINNAIR
www.finnair.com
199 4000 99
GERMANWINGS
www.germanwings.com
199 257 013*
JET2
www.jet2.com
199 404 023*
LUFTHANSA
www.lufthansa.com
199 400 044*
NORWEGIAN
www.norwegian.no
0047 21490015*
RYANAIR
www.ryanair.com
FLYSAS
www.flysas.com/it/it/
199 259 104*
895 895 0881*
As regards health-related formalities, we recommend visiting the USMAF section of the
del website of the Ministry of Health www.health.gov.it.
For information on animal and plant transport, visit the special section on protected
species – CITES at www.corpoforestale.it
For information concerning the documents required to travel, we recommend visiting the website www.poliziadistato.it, at the section “La Polizia di frontiera” (the Border
Police.
USEFUL NUMBERS
ENAC – Airport director
+39 050 40132 / 500496
+39 069 7150532-33
199 201840 / 899 678 990*
8955895509 (Italia)*
BORDER POLICE
+39 050 931 711
SILVAIR ITALIA
www.silverairitalia.it
TAX POLICE
+39 050 49574
TRANSAVIA
www.transavia.com
TURKISH AIRLINES
www.turkishairlines.com
VOLOTEA
www.volotea.com/it/
+39 050 849 647/533
VUELING
www.vueling.com
895 895 3333*
+ 39 050 502034
WIZZAIR
www.wizzair.com
895 895 4416*
AIR HEALTHCARE
CUSTOMS
FIRE BRIGADE
FOREST RANGERS
+ 39 050 43076
+ 39 050 91661 / 916608
899 009901*
+ 39 051 3764222
895 895 4404*
+ 39 050 503170
38
Dear Customer,
We thank you for your suggestion, which helps us identify issues and continuously
improve our service.
PLEASE, FILL THIS FORM.
This form refers to the airport of:
Please, indicate the purpose of this form
AIRPORT OF FLORENCE
COMPLAINT
AIRPORT OF PISA
SUGGESTION
Ambito del reclamo / suggerimento:
Check-in / Boarding Services
Security
Cleanliness and hygiene
Lost & Found
Airport operation
Bar / Catering
Personal and property security
Shops
Social/Environmental issue
Commercial Services
Transports to/from the airport
Parking lots
Passengers with Reduced Mobility
Customer information
Vip Lounge
Airlines
Car rentals
Sent by:
NAME AND SURNAME
ADDRESS
CITY / COUNTRY
TELEPHONE
E-MAIL
Please, describe here the reasons of your complaint / suggestion:
In the awareness of its implications,
I hereby express my consent to the processing of my
personal data pursuant to art. 7 of Leg. Dec. no. 196/03
Would you please return this filled form
by e-mail: qualita.ambiente@toscana-aeroporti.com
DATE AND SIGNATURE
By mail to: Toscana Aeroporti S.p.A.
Aeroporto di Firenze – Aeroporto Amerigo Vespucci, Via del Termine 11, 50127, Firenze
Aeroporto di Pisa – Aeroporto Galileo Galilei, Piazzale D’Ascanio 1, 56121, Pisa

here - Pisa

Transcription

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