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CHARTER OF SERVICES<br />
PISA INTERNATIONAL AIRPORT<br />
GALILEO GALILEI<br />
2013<br />
1
FOREWORD<br />
CUSTOMER CARE IS THE FOCAL<br />
POINT OF SAT’S BUSINESS<br />
Attention to customer care is a focal<br />
point for SAT’s activity<br />
Security, efficiency, service quality and<br />
pass<strong>eng</strong>er comfort are the fundamen-<br />
tal principles and indispensable values<br />
that guide this handling company in<br />
ensuring that our pass<strong>eng</strong>ers’ stay in<br />
the airport is pleasant.<br />
Verification of the efficiency of the ac-<br />
tivities and the work carried out in the<br />
airport by monitoring the quality and<br />
quantity indicators specified in the<br />
Service Charter has an essential role in<br />
indicating SAT’s strategies.<br />
2012 - The 2012 results show a signifi-<br />
cant improvement in both pass<strong>eng</strong>er<br />
<strong>sat</strong>isfaction and waiting time reduc-<br />
tion. This confirms the correct man-<br />
agement of the activities as defined<br />
and pursued by SAT.<br />
18 <strong>sat</strong>isfaction indicators were pub-<br />
lished, 16 of which were over 90%.<br />
Many of the quantity indicators showed<br />
very positive results; in particular:<br />
maximum waiting time at the security<br />
checks was about 4 minutes in 90% of<br />
cases; waiting times at check in were<br />
about 7 minutes;<br />
the percentage of flights with depar-<br />
ture delays over 15 minutes attributed<br />
to SAT was lower than 0.6%;<br />
baggage mishandling was 0.2% of<br />
baggage for every 1000 pass<strong>eng</strong>ers,<br />
that is to say 1 bag every 5000.<br />
2012 was a year characterized by sig-<br />
nificant company achievements. This<br />
period of crisis continues to influence<br />
financial markets and the transport<br />
sector. However the data confirm once<br />
again SAT’s capacity not only to resist<br />
difficulties but also to attract new pas-<br />
s<strong>eng</strong>ers and routes through strategy<br />
and management maintaining the high<br />
standard of services provided.<br />
The development of the infrastructures<br />
has seen the completion of the link be-<br />
tween terminals A and B and the en-<br />
largement of some areas of the pas-<br />
s<strong>eng</strong>er terminal in total self financing.<br />
These results inspire SAT to persevere<br />
with the excellent strategy followed<br />
over the years. This handling company<br />
is aware that in order to reach its ob-<br />
jectives with continuous improvement<br />
it is necessary to focus not only on the<br />
airport structure. growth and technical<br />
competency but especially on intangi-<br />
ble factors such as human capital,<br />
know how, training and customer care<br />
in order to enhance quality and distin-<br />
guish the work and efficiency of SAT<br />
employees above other companies.<br />
These resolutions are renewed every<br />
year and the Service Charter is an im-<br />
portant device to guide the pass<strong>eng</strong>er<br />
in the airport and in the use of the ser-<br />
vices and structures<br />
2
SAT’S POLICY<br />
Gerardo Teta<br />
SAT’S MISSION IS:<br />
“INCLUDING TUSCANY IN THE GLOBAL<br />
NETWORK OF COMMUNICATION<br />
AND CULTURAL, SOCIAL AND<br />
ECONOMICAL EXCHANGE”<br />
It is a priority of SAT, consistently with this, to interpret<br />
requirements expressed by the Stakeholders correctly, to try to<br />
understand their implicit needs and to get organized thoroughly<br />
and constantly to <strong>sat</strong>isfy them.<br />
SAT, guided by this aim through its many activities, has always been<br />
trying to adopt principles, standards and solutions representing<br />
international business “best practices” on Social Accountability,<br />
health, security and environment protection, and on the quality<br />
management of services offered.<br />
STAKEHOLDERS<br />
INSTITUTION<br />
SHAREHOLDERS<br />
MARKET<br />
OPERATORS<br />
Given these preliminary remarks, SAT,<br />
willing to str<strong>eng</strong>then its commitment<br />
to a constant improvement of its<br />
performances, has decided to accept<br />
and apply an integrated management<br />
system of Social Accountability, con-<br />
sistent with SA8000:2008 regulation<br />
requirements, in compliance with the<br />
UNI EN ISO 14001:2004 regulation<br />
requirements on environmental man-<br />
agement and in compliance with<br />
theUNI EN ISO 9001:2008 on quality<br />
management.<br />
COMMUNITY<br />
EMPLOYEES<br />
SUPPLIERS<br />
CUSTOM<br />
3
SAT’S POLICY<br />
Gerardo Teta<br />
QUALITY<br />
> Pursuing a continuous improve-<br />
ment of the services offered, in<br />
terms of customer’s <strong>sat</strong>isfaction<br />
both inside and outside (efficiency<br />
of the integrated system).<br />
> Granting the efficiency of the<br />
company, through the achievement<br />
of processes and the organization<br />
of resources<br />
> Assuring the suitability and effec-<br />
tiveness of the communication pro-<br />
cesses both inside and outside the<br />
company.<br />
> Improving SAT’s visibility and im-<br />
age on the reference markets.<br />
> Pursuing the rationalization and<br />
optimization of the airport conces-<br />
sion, by managing the existing in-<br />
frastructures and defining the ex-<br />
pansion areas for a suitable<br />
infrastructural development, to <strong>sat</strong>-<br />
isfy the Stakeholders’ requirements.<br />
4
SAT’S POLICY<br />
SOCIAL ACCOUNTABILITY<br />
> Neither using nor indirectly sup-<br />
porting the use of children’s labour<br />
and that of imposed labour.<br />
> Providing selection, employment,<br />
training, remuneration and manage-<br />
ment of employees without discrim-<br />
ination.<br />
> Assuring a safe and healthy work-<br />
place at any time. • Assuring that<br />
SAT’s own system of working hours<br />
scheduling and of disciplinary and<br />
retributive procedures is consistent<br />
with the legislation, with the labour<br />
contracts in force, with the Unions<br />
contracts and with the sector’s<br />
standards.<br />
> Assuring employees freedom of<br />
association and the right to collec-<br />
tive bargaining.<br />
> Assuring that both third parties<br />
and suppliers working at the airport<br />
site apply the same standards fixed<br />
by SAT.<br />
> Aiming at the constant improve-<br />
ment of the Social Accountability<br />
managing system, by abiding by the<br />
national laws and other applicable<br />
laws, and every international<br />
instrument named in the SA8000.<br />
5
SAT’S POLICY<br />
ENVIRONMENT<br />
> Protecting the environment by minimizing<br />
the airport activities impact,<br />
through the use of the most advanced<br />
technologies, in order to optimize the<br />
use of resources.<br />
> Adopting the most suitable control<br />
and environmental supervision systems.<br />
> Assuring open and cooperative relations<br />
with the local authorities and with<br />
those who live near the airport area, in<br />
order to build mutual trust and acceptance<br />
and to<br />
enable the<br />
respective<br />
activity areas<br />
to coexist<br />
compatibly and develop syn-<br />
ergies.<br />
> Carrying out any possible action<br />
and initiative to prevent accidents<br />
and reduce any consequence on<br />
people, environment and property to<br />
a minimum.<br />
> Assuring that any third party working<br />
at the airport site applies the standards<br />
fixed by SAT.<br />
SAT underlines its commitment in compliance<br />
with the applicable environmental regulations,<br />
with the preventive measures against pollution<br />
and with a constant improvement of its envi-<br />
ronmental management system. In particular,<br />
SAT intends to improve those environmental<br />
aspects regarding:<br />
> Noise<br />
> Waste material<br />
> Supplying of resources<br />
> Water waste<br />
> Direct and indirect emissions in the atmosphere.<br />
SAT’s Chief Executive Officer & General Man-<br />
ager yearly approves the company improve-<br />
ment plan, which defines SAT’s Integrated<br />
Management System measurable objectives<br />
and levels, for each area.<br />
The achievement of planned objectives and of<br />
the overall system performance are monitored<br />
by the Board of Directors at periodical reviews.<br />
The Chief Executive Officer & General Manager<br />
asks his staff to participate in the application<br />
of this policy, sharing all of the commitments<br />
expressed in it and standing up to the effort to<br />
understand and implement the Integrated<br />
Management System.<br />
6
Gerardo Teta<br />
SAT<br />
CHARTER OF SERVICES<br />
7
Gerardo Teta<br />
ABOUT SAT<br />
Società Aeroporto Toscano<br />
S.p.A. is the managing company<br />
for Pisa Galileo Galilei Airport.<br />
SAT is responsible for the overall<br />
management and development<br />
of the airport and for the planning,<br />
financing and implementing<br />
of new facilities and services to<br />
airlines and pass<strong>eng</strong>ers.<br />
With the present deregulation of<br />
air transport in Europe, the effective<br />
management of an airport is<br />
integral to keeping competition<br />
at bay and it needs to be innovative<br />
in order to <strong>sat</strong>isfy existing<br />
customers and attract new ones.<br />
SAT is fully aware of the fact that<br />
Pisa Airport development depends<br />
on its customers’ <strong>sat</strong>isfaction<br />
and consequent loyalty.<br />
Thus, in order to provide successful<br />
solutions, SAT constantly<br />
monitors and approves both its<br />
own quality standards and procedures<br />
and those of all subsidi-<br />
ary or subcontracted companies<br />
that operate in the airport to <strong>sat</strong>isfy<br />
airport customers’ needs.<br />
SAT is a lean and effective organization,<br />
able to act rapidly in order<br />
to improve the services and<br />
facilities of Pisa airport day after<br />
day.<br />
WHAT IS OUR “CHARTER OF SERVICES“<br />
The Charter of Services is an official<br />
document (set according to<br />
the provision of law) whose objective<br />
is to improve the performance<br />
of public services.<br />
With its own Charter of Services<br />
SAT undertakes to adopt all necessary<br />
measures to constantly<br />
provide and improve airport services.<br />
In this issue of the Charter of Services,<br />
the quality performance<br />
indicators of airport services and<br />
facilities are divided into 11 areas.<br />
These areas form the basis<br />
of SAT quality system, and are<br />
monitored by airport pass<strong>eng</strong>er<br />
surveys.<br />
Thus SAT has been able to<br />
constantly control the key<br />
performance indicators<br />
that are crucial to the success<br />
of the company:<br />
* In terms of efficiency, to verify<br />
if improvement objectives have<br />
been met;<br />
* In terms of effectiveness, to regularly<br />
assess the levels of <strong>sat</strong>isfaction<br />
expressed by the Clients.<br />
Therefore SAT needs your collaboration.<br />
Levels of service can be<br />
benchmarked against the Charter<br />
of Services and any discrepancies<br />
highlighted so that customer<br />
rights can be guaranteed.<br />
You will notice that SAT has also<br />
included some services performed<br />
by subsidiary and subcontracted<br />
Airport companies,<br />
which together contribute to<br />
the overall quality of the airport<br />
system. SAT ensures that these<br />
standards are constantly monitored,<br />
any shortfalls are identified<br />
and acted upon immediately<br />
to improve the service offered to<br />
its Clients.<br />
8
SAT CHARTER OF SERVICES<br />
With this Charter, SAT guarantees<br />
its Clients a “first class service”,<br />
measured in the following<br />
11 areas:<br />
1. Travel safety<br />
2. Personal and property safety<br />
3. Regularity of services<br />
4. Cleanliness and hygienic conditions<br />
5. Airport comfort<br />
6. Additional services<br />
7. Service for pass<strong>eng</strong>ers with<br />
reduced mobility<br />
8. Public information services<br />
9. Desk services and courtesy<br />
10. Desk and gate services<br />
11. Ground transportation<br />
The standards of such services<br />
are assessed by means of quality/quantity<br />
performance indica-<br />
CHARTER<br />
OF SERVICES<br />
tors, measuring the actual quality<br />
of services provided by means of<br />
daily checks and quarterly customer<br />
care surveys.<br />
In our surveys, we ask pass<strong>eng</strong>ers<br />
to evaluate the services offered<br />
grading them as follow: Excellent,<br />
Very good, Good, Insufficient,<br />
Poor, Very bad. (*)<br />
Thus SAT commits itself to:<br />
• Formally declare its level of<br />
service;<br />
• systematically achieve the<br />
planned standard<br />
• levels of service;<br />
• constantly monitor its actual<br />
performance;<br />
• inform its Clients about the results<br />
achieved by<br />
• annually updating the Charter<br />
of Services.<br />
*Pass<strong>eng</strong>ers <strong>sat</strong>isfaction level is calculated as the percentage of evaluation (excellent, very good and<br />
good) with a 1,99% average margin of error (2010 figure).<br />
9
%<br />
SATISFIED<br />
PASSENGERS<br />
SAT<br />
IN FIGURES<br />
10
SAT IN FIGURES<br />
TRAVEL SAFETY<br />
Air travel security starts on ground.<br />
SAT assures a careful service with up to date technologies.<br />
PERSONAL AND PROPERTY SECURITY<br />
The security of both people and property is fundamental in an airport.<br />
SAT directly guarantees airport security standards by operating these<br />
services with its own highly specialized staff.<br />
REGULARITY OF SERVICE (AND FACILITY PUNCTUALITY)<br />
The quality of a service is also determined by punctuality.<br />
SAT is constantly improving the timely performance of airport services.<br />
INDICATOR<br />
Perception of carry-on-bags check<br />
INDICATOR<br />
Perception of personal and<br />
property safety<br />
INDICATOR<br />
n° of delays due to<br />
airport/ total n° of<br />
departures<br />
0,6%<br />
(MONITORING ON<br />
TOTAL N° OF<br />
FLIGHTS)<br />
Overall n° of delays/<br />
total n° of departures<br />
(MONITORING ON<br />
TOTAL N° OF<br />
FLIGHTS)<br />
95.5%<br />
SATISFIED<br />
PASSENGERS<br />
95.5%<br />
SATISFIED<br />
PASSENGERS<br />
n° of lost bags/<br />
1.000 pax<br />
21% 0.1%<br />
N°OF DELAYS N°OF DELAYS N°OF LOST BAGS<br />
TARGET FOR 2013<br />
(SURVEY)<br />
TARGET FOR 2013<br />
(SURVEY)<br />
TARGET FOR 2013<br />
(MONITORING)<br />
11
SAT IN FIGURES<br />
REGULARITY OF SERVICE (AND FACILITY PUNCTUALITY)<br />
The quality of a service is also determined by punctuality.<br />
SAT is constantly improving the timely performance of airport services.<br />
CLEANLINESS AND HYGIENIC CONDITIONS<br />
An airport must guarantee a high level of cleanliness to provide<br />
an enjoyable and comfortable environment.<br />
SAT fulfils this task with absolute and meticulous care.<br />
AIRPORT COMFORT<br />
The Airport must be a comfortable environment.<br />
SAT supplies systems and services that make<br />
the pass<strong>eng</strong>er feel at ease, while moving inside the terminal.<br />
INDICATOR TARGET FOR 2013<br />
maximum amount of<br />
time to return baggage<br />
from the first to the last<br />
MAXIMUM<br />
WAITING TIME<br />
FROM BLOCK ON<br />
IN 90% OF CASES<br />
(RANDOM<br />
MONITORING)<br />
Perception of restroom<br />
cleanliness and<br />
functionality<br />
Perception of availability<br />
of baggage trolley<br />
Maximum amount of time<br />
to first pass<strong>eng</strong>er landing<br />
(SURVEY)<br />
(SURVEY)<br />
(RANDOM<br />
MONITORING)<br />
Perception of level of<br />
airport cleanliness<br />
Perception of efficiency of pax<br />
transfer systems<br />
lifts, moving<br />
walkways,<br />
escalators<br />
Overall perception of<br />
regularity of services<br />
94.5%<br />
93% 96%<br />
(SURVEY)<br />
INDICATOR TARGET FOR 2013<br />
INDICATOR<br />
SATISFIED<br />
PASSENGERS<br />
SATISFIED<br />
PASSENGERS<br />
MAXIMUM<br />
WAITING TIME<br />
FROM BLOCK ON<br />
IN 90% OF CASES<br />
SATISFIED<br />
PASSENGERS<br />
SATISFIED<br />
PASSENGERS<br />
94%<br />
SATISFIED<br />
PASSENGERS<br />
(SURVEY)<br />
TARGET FOR 2013<br />
(SURVEY)<br />
12
SAT IN FIGURES<br />
AIRPORT COMFORT<br />
The Airport must be a comfortable environment.<br />
SAT supplies systems and services that make<br />
the pass<strong>eng</strong>er feel at ease, while moving inside the terminal.<br />
ADDITIONAL SERVICES<br />
The airport must answer to all pass<strong>eng</strong>er needs.<br />
SAT has developed new shops and commercial<br />
facilities for the comfort and the entertainment of pass<strong>eng</strong>ers.<br />
INDICATOR<br />
Perception of efficiency of<br />
climate control system<br />
INDICATOR<br />
(SURVEY)<br />
Perception of availability/quality/price:<br />
Shops / News-agents<br />
Overall perception of<br />
comfort level<br />
95% 95.5%<br />
SATISFIED<br />
PASSENGERS<br />
(SURVEY)<br />
TARGET FOR 2013<br />
(SURVEY)<br />
TARGET FOR 2013<br />
Perception of availability/quality/price:<br />
Bar/Restaurants<br />
SATISFIED<br />
PASSENGERS<br />
(SURVEY)<br />
13
SAT IN FIGURES<br />
PUBLIC INFORMATION SERVICES<br />
Pass<strong>eng</strong>er information must be both precise and punctual.<br />
SAT communicates information by means of clear, up to date<br />
audio-visual systems and signs and by its polite and professional front line<br />
staff.<br />
DESK SERVICES AND COURTESY<br />
Quality is measured also by the way services are performed.<br />
SAT is deeply aware of this and invests to develop staff<br />
professionalism and courtesy.<br />
DESK AND GATE SERVICES<br />
Once at the airport pass<strong>eng</strong>ers want to check-in and board rapidly.<br />
SAT tries to constantly reduce operation times.<br />
INDICATOR<br />
Overall perception of efficacy<br />
of information<br />
INDICATOR<br />
Perception of staff<br />
courtesy<br />
INDICATOR<br />
95.5%<br />
SATISFIED<br />
PASSENGERS<br />
Waiting time at check-in*<br />
(SURVEY)<br />
* Standard not appicable for low-fares airlines<br />
Toll Free number:<br />
8000 18849<br />
Internet:<br />
www.pisa-airport.com<br />
Perception of staff<br />
professionalism<br />
(SURVEY) (SURVEY)<br />
96.5% 96.5%<br />
SATISFIED<br />
PASSENGERS<br />
(RANDOM<br />
MONITORING)<br />
Perception of check-in<br />
queuing time<br />
6’45” 92.5%<br />
IN 90% OF CASES<br />
SATISFIED<br />
PASSENGERS<br />
SATISFIED<br />
PASSENGERS<br />
TARGET FOR 2013<br />
TARGET FOR 2013<br />
TARGET FOR 2013<br />
(SURVEY)<br />
14
SAT IN FIGURES<br />
DESK AND GATE SERVICES<br />
Once at the airport pass<strong>eng</strong>ers want to check-in and board rapidly.<br />
SAT tries to constantly reduce operation times.<br />
GROUND TRANSPORTATION (EFFECTIVNESS OF CITY/ AIRPORT CON-<br />
The Airport must guarantee effective surface connections with its territory.<br />
SAT promotes the development of surface transport services and<br />
constantly monitors quality performed by surface carriers.<br />
INDICATOR<br />
Baggage X-Ray control<br />
waiting time<br />
INDICATOR<br />
(RANDOM<br />
MONITORING)<br />
Perception of passport<br />
control queuing time<br />
IN 90% OF CASES SATISFIED<br />
PASSENGERS<br />
Perception of availability, frequency,<br />
punctuality and price of city/airport<br />
connections<br />
(SURVEY)<br />
Perception of clear and<br />
understandable access signage<br />
95.5% 92.5%<br />
SATISFIED<br />
PASSENGERS<br />
TARGET FOR 2013<br />
(SURVEY)<br />
TARGET FOR 2013<br />
SATISFIED<br />
PASSENGERS<br />
(SURVEY)<br />
15
AIRPORT MAPS: GROUND FLOOR<br />
Information Office<br />
Baggage Claim<br />
Security Control<br />
Check-in A/B<br />
Chemist’s<br />
Meeting Point<br />
Family Room and Rest Area<br />
Airline Lounge<br />
Luggage Storage<br />
Departures<br />
Arrivals<br />
Cash Machine<br />
Ticket Office<br />
Airline Ticket Office<br />
Assistance Lost Baggage<br />
First Aid<br />
Airport Police<br />
Passport Control<br />
Cafè/Bar<br />
Food Services<br />
Exchange Office<br />
Drugstore<br />
Shopping Area<br />
Toilette<br />
Stairs<br />
Lift<br />
Escalator<br />
LEGENDA<br />
AIRPORT SERVICES<br />
SHOPPING AREA<br />
FOOD SERVICES<br />
LIFT AND STAIRS<br />
TOILETTE<br />
16
AIRPORT MAPS: FIRST FLOOR<br />
Business Center<br />
Banking Services<br />
Chapel<br />
Security Pass<br />
Office<br />
Sala Vip<br />
Passport Control<br />
Airport Police<br />
Departures<br />
Cash Machine<br />
Cafè/Bar<br />
Food Service<br />
Shopping Area<br />
Hair Stylist<br />
Internet Point<br />
Toilette<br />
Stairs<br />
Lift<br />
Escalator<br />
LEGENDA<br />
AIRPORT SERVICES<br />
SHOPPING AREA<br />
FOOD SERVICES<br />
LIFT AND STAIRS<br />
TOILETTE<br />
17
AIRPORT MAPS: EXTERNAL AREA<br />
LEGENDA<br />
PRM Call Points<br />
AIRPORT BUILDINGS<br />
RAILWAY<br />
RENT A CAR PARK<br />
SAT PARKING AREA<br />
“Pisa Aeroporto” Train Station<br />
Taxi<br />
Rent a Car with Driver<br />
Long-Stay Car Park<br />
Multi-Storey Car Park<br />
Short-Stay Car Park<br />
Long-Stay Car Park<br />
Tourist Coaches<br />
Cargo Village<br />
Rent a Car Terminal<br />
Pass<strong>eng</strong>er Terminal<br />
Rent a Car Park<br />
18
INFORMATION AND USEFUL ADVICE<br />
HEREUNDER YOU WILL FIND SOME USEFUL<br />
ADVICE AT THE MOMENT OF DEPARTURE:<br />
CHECK-IN<br />
> Check validity of your documents<br />
at departure time (ID<br />
card or Passport for EU and VISA<br />
when required);<br />
> Find check-in desk where the<br />
airline you travel with is shown on<br />
monitors above;<br />
> Check on information boards, at<br />
the check-in area, what items are<br />
not allowed on board in hand baggage<br />
(ex. Toy weapons, slings, cutlery,<br />
knives, razor blades, tools,<br />
darts, scissors, sticks, etc.) and in<br />
the hold baggage (compressed gas,<br />
explosive, inflammable, corrosive,<br />
infective, poisonous, radioactive<br />
substances);<br />
> Check the estimated departure<br />
time. Pass<strong>eng</strong>ers are requested to<br />
get to the airport two hours beforedeparture;<br />
> Read carefully the departure time<br />
as shown in your ticket;<br />
SECURITY CHECK<br />
POINTS<br />
> Follow Enac regulations regarding<br />
liquids on board and/or click on:<br />
www.enac-italia.it/SecurityInformative/Informativa.html<br />
or www.pisa-airport.com<br />
to the section Pass<strong>eng</strong>ers Services/<br />
Security;<br />
> Keep boarding card at hand to<br />
show to security staff;<br />
> Put all metallic, electric and electronic<br />
items (coins, keys, mobile<br />
phones, belts, etc) on the x-ray machine<br />
conveyor belt;<br />
> Do not carry any syringes and<br />
needles in your hand baggage, unless<br />
a medical certificate is provided<br />
for this purpose;<br />
> Get to the departure lounge and<br />
to your gate, keeping an ID card or<br />
Passport at hand for inspection.<br />
19
PRM GUIDE<br />
ACCESSIBILITY AND<br />
ASSISTANCE TO DISABLED<br />
AND PERSONS WITH<br />
REDUCED MOBILITY<br />
20
PRM GUIDE<br />
FOREWORD<br />
The CE regulation n 1107/2006 relative<br />
to the rights of disabled and reduced<br />
mobility persons is based on<br />
the principle that in air transport the<br />
disabled have the same rights as others<br />
: the right for freedom of movement,<br />
freedom of choice, no discrimination.<br />
In particular people with disabilities<br />
or reduced mobility due to disability,<br />
age or other factors shall travel by air<br />
at the same or similar conditions as<br />
other pass<strong>eng</strong>ers. They shall not be<br />
excluded due to their disability unless<br />
there are real safety reasons prescribed<br />
by law<br />
The regulation respects their fundamental<br />
rights and observes the principles<br />
expressed in the European<br />
Charter of Rights.<br />
The necessary assistance ( without<br />
any additional cost) is available with<br />
specifically trained staff, suitable<br />
structures and facilities in the airport<br />
and on board the airplane. The airport<br />
is equipped with dedicated areas<br />
and call points to help movement<br />
and communications inside the terminal.<br />
SAT in particular has organized a<br />
complete and continuous service, using<br />
a specialised company and suitable<br />
means of transport , positioning<br />
tactile maps and disabled toilets,<br />
ramps and lifts all over the airport.<br />
SAT has followed a politically emancipated<br />
and socially correct policy in<br />
deciding not to use a “special services<br />
room” due to the natural tendency<br />
of physically or intellectually disabled<br />
people to isolate themselves and persons<br />
with special needs are invited to<br />
use the dedicated seating areas<br />
around the airport. SAT has adhered<br />
to the principle of no social exclusion<br />
and no discrimination. However there<br />
is a dedicated waiting room in the airport<br />
for pass<strong>eng</strong>ers in difficulty that<br />
need a quieter and more reserved<br />
waiting area.<br />
21
PRM GUIDE<br />
NEW<br />
EUROPEAN<br />
REGULATION<br />
1107/06 and<br />
the relative<br />
ENAC circular<br />
letter<br />
Service dedicated to the disabled<br />
or persons with reduced<br />
mobility (PRM)<br />
Pursuant to and in accordance with<br />
the European Regulation 1107/06 (in<br />
effect as of 26th July 2008) and the<br />
relative ENAC circular letter, SAT has<br />
improved the levels of assistance to<br />
the disabled and persons with reduced<br />
mobility inside Pisa airport.<br />
In the European Regulation, the disabled<br />
or persons with reduced mobility<br />
are defined as follows: any person<br />
whose mobility is reduced due to any<br />
physical disability (sensory or locomotory,<br />
permanent or temporary),<br />
mental disability or impairment, or<br />
any other cause of disability, even advanced<br />
age, that may require appropriate<br />
care and the procurement of a<br />
service adapted to all pass<strong>eng</strong>ers to<br />
respond to their specific needs.<br />
IATA<br />
Reservation codes for walking disabilities:<br />
WCHR<br />
A pass<strong>eng</strong>er with a walking disability<br />
- requires a wheelchair or similar<br />
aid before embarkation or<br />
after disembarkation;<br />
- requires assistance in the airport<br />
terminal to/from the gate<br />
or exit;<br />
- can manage steps and use an<br />
apron pass<strong>eng</strong>er bus unaided.<br />
- does not need assistance in<br />
the cabin<br />
WCHS<br />
A pass<strong>eng</strong>er with a severe<br />
walking disability<br />
- has very restricted mobility;<br />
- cannot manage steps unaided<br />
and is unable to use an<br />
apron pass<strong>eng</strong>er vehicle;<br />
- does not, however, need assistance<br />
in the cabin.<br />
WCHC<br />
A pass<strong>eng</strong>er who is unable to<br />
walk:<br />
- but can use a pass<strong>eng</strong>er seat<br />
with the backrest in the upright<br />
position<br />
- cannot move unaided (e.g. on<br />
account of paraplegia or advanced<br />
multiple sclerosis)<br />
DEAF<br />
Pass<strong>eng</strong>er is hearing-impaired.<br />
BLIND<br />
Pass<strong>eng</strong>er is visually impaired.<br />
DUMB<br />
Pass<strong>eng</strong>er is mute.<br />
STCR<br />
Pass<strong>eng</strong>er who can only be<br />
carried on a stretcher.<br />
MAAS<br />
Pass<strong>eng</strong>er requiring collection<br />
and assistance. Please register<br />
for the WCH service in the<br />
event of walking disabilities<br />
(see above: WCHR/WCHS or<br />
WCHC)<br />
DPNA<br />
All other pass<strong>eng</strong>ers requiring<br />
special assistance, including<br />
the mentally handicapped.<br />
22
Services available at the terminal building<br />
The Galilei Airport has spe-<br />
cifically dedicated facilities<br />
for both the disabled and<br />
persons with reduced mobil-<br />
ity:<br />
• Reserved car park spaces<br />
in the nearest parking are-<br />
as to the pass<strong>eng</strong>er termi-<br />
nal (short stay and multi-<br />
storey car park)<br />
• Toilet facilities with adapt-<br />
ed sanitary services<br />
• Handrails and elevators<br />
(with tactile pathways) to<br />
access the services avail-<br />
able on the first floor of<br />
the terminal building<br />
• Wheelchairs available to<br />
facilitate transfer inside<br />
the terminal, upon request<br />
to the service officer in<br />
charge<br />
• Appropriated seats in any<br />
terminal’s areas<br />
• Facilitated access ways<br />
at the Security office (to<br />
allow easy control of the<br />
pass<strong>eng</strong>ers with pacemak-<br />
ers and wheelchairs)<br />
• Ramps - mobile lounges<br />
- with lift access to facili-<br />
tate wheelchair pass<strong>eng</strong>er<br />
boarding<br />
• In addition boarding<br />
of electric wheelchairs<br />
owned by disabled pas-<br />
s<strong>eng</strong>ers or pass<strong>eng</strong>ers<br />
with reduced mobility is<br />
allowed (except for wheel-<br />
chairs powered by ex-<br />
tractable batteries)<br />
Finally if your wheel chair<br />
should arrive damaged when<br />
you pick it up after the flight,<br />
it will be possible to hire one<br />
free of charge from the air-<br />
port ticket counter. The pas-<br />
s<strong>eng</strong>er will be asked to fill in<br />
a form and leave a deposit<br />
which will be refunded when<br />
the chair is returned and<br />
checked for any damage.<br />
The pass<strong>eng</strong>er is responsi-<br />
ble for any damage and the<br />
concerning costs incurred.<br />
In order to guarantee the<br />
cost of repair, the deposit<br />
paid will be retained and<br />
then returned as balance of<br />
the whole amount. In case<br />
the chair is not returned, the<br />
deposit will be entirely re-<br />
tained.<br />
23
Request for assistance<br />
Pursuant to and in accordance<br />
with the European Regulation<br />
1107/06 and the relative ENAC<br />
circular letter, the assistance<br />
provided for (and waiting times<br />
indicated in the Regulation) will<br />
be guaranteed to the disabled<br />
pass<strong>eng</strong>er or pass<strong>eng</strong>er with<br />
reduced mobility only if the<br />
pass<strong>eng</strong>er specifically makes a<br />
request for assistance (on de-<br />
parture and on arrival) at the<br />
time of booking his/her flight<br />
(at least 48 hours prior to flight<br />
departure) to the airline / travel<br />
agency /tour operator that<br />
books the flight.<br />
In order to guarantee a suitable<br />
service (free of charge) for re-<br />
duced mobility pass<strong>eng</strong>ers the<br />
airline might require further in-<br />
formation about the necessary<br />
assistance, transport/use of<br />
medical devices and/or walk-<br />
ing aids and the need for guide<br />
dogs.<br />
In this way, the pass<strong>eng</strong>er who<br />
communicates his/her arrival<br />
at the airport within the right<br />
time (from external call points)<br />
or at the check-in counter (in-<br />
dicated by the airline or at least<br />
one hour prior to departure ),<br />
will be accompanied during the<br />
necessary phases from arrival<br />
at the airport to flight depar-<br />
ture, within the time limits de-<br />
fined by the law (DOC 30<br />
ECAC).<br />
Should there be no booking or<br />
if booked after the above-men-<br />
tioned time limit (48 hours pri-<br />
or to flight departure), SAT will<br />
however guarantee assistance<br />
services (if there are still suita-<br />
ble seats available ), but it may<br />
take longer to take action.<br />
On departure - If you need spe-<br />
cial assistance, designated air-<br />
port personnel is available (free<br />
of charge) to accompany you<br />
personally during all the phas-<br />
es prior to boarding, i.e. from<br />
check-in or one of the desig-<br />
nated areas, to the customs<br />
and security inspections, also<br />
during possible waiting times<br />
at the airport (if requested)<br />
and during boarding (even by<br />
means of special equipment).<br />
The dedicated personnel<br />
strives to <strong>sat</strong>isfy any reasona-<br />
ble request in order to offer<br />
you a complete, efficient and<br />
continuous service during your<br />
entire transit inside the air ter-<br />
minal.<br />
On arrival - If you wish special<br />
assistance, staff in charge is<br />
available, (free of charge) to<br />
accompany you personally<br />
during every phase of your ar-<br />
rival, i.e. from landing (even by<br />
means of special equipment)<br />
to the collection of your bag-<br />
gage and wheelchair, to the<br />
customs inspection procedure<br />
through to your transportation<br />
to the arrivals area of the pas-<br />
s<strong>eng</strong>er terminal or one of the<br />
designated points.<br />
24
AT THE AIRPORT<br />
TACTILE PATHWAYS<br />
AND MAPS<br />
Tactile pathways have been<br />
provided in the airport for<br />
visually impaired passen-<br />
gers. These start from the<br />
call boxes on the pave-<br />
ments; they go inside the<br />
terminal and arrive at the<br />
main servoces: ticket coun-<br />
ter, check-in counters, secu-<br />
rity checks and boarding<br />
gates.<br />
There are also tactile maps<br />
at the main entrances which<br />
give the main service posi-<br />
tions.<br />
BATHROOMS<br />
There are bathrooms for re-<br />
duced mobility pass<strong>eng</strong>ers<br />
in all the areas. They can be<br />
located thanks to the tactile<br />
maps, information screens<br />
and signs.<br />
DEDICATED ROOM FOR<br />
REDUCED MOBILITY<br />
PASSENGERS<br />
There is a special waiting<br />
room where reduced mobil-<br />
ity pass<strong>eng</strong>ers can stay if<br />
they have a longer wait.<br />
25
FIRST AID<br />
The first aid facility with an<br />
ambulance on stand by is<br />
provided 24/7 inside the<br />
pass<strong>eng</strong>er terminal next to<br />
the information/left lugga<br />
ARCHITECTURAL<br />
BARRIERS<br />
There are no architectural<br />
barriers to limit the access<br />
to any part of the airport.<br />
Ramps and lifts suitable for<br />
wheelchair are located<br />
around the airport; the lift<br />
buttons are also written in<br />
Braille.<br />
EVACUATION IN CASE<br />
OF EMERGENCY<br />
In case of an emergency<br />
and evacuation of all or part<br />
of the terminal the assistan-<br />
ce staff will give the neces-<br />
sary help to reach a safe<br />
place.<br />
This staff is familiar with the<br />
escape routes and emer-<br />
gency exits in accordante<br />
with the internal emergency<br />
plans.<br />
Finally the main entrante to<br />
the terminal are equipe with<br />
tactile maps indicating the<br />
various services. For further<br />
information consult the “<br />
how to reach the airport”<br />
section on the home page<br />
of our web site.<br />
26
Bus/train/taxi/own conveyance<br />
Own conveyance<br />
The Pisa Galilei international<br />
Airport can be reached by car,<br />
taxi, train or bus.<br />
We would like to give you some<br />
useful information in order to<br />
use better the services and fa-<br />
cilities that are at your disposal<br />
in our airport.<br />
There are parking places re-<br />
served for disabled and re-<br />
duced mobility pass<strong>eng</strong>ers.<br />
These can be found in the main<br />
parking areas nearest the pas-<br />
s<strong>eng</strong>er terminal. See map.<br />
These are free of charge, show<br />
your return air ticket and your<br />
disability parking badge at the<br />
parking kiosk when you pick up<br />
your car.<br />
The parking pay desk is open<br />
every day from 7:30 to 24:00.<br />
By taxi<br />
The taxi drop off is near depar-<br />
tures. You can ask the driver to<br />
take you to the nearest assis-<br />
tance call phone.<br />
By train<br />
The terminal can be reached by<br />
two railway connections: a di-<br />
rect train to/from Pisa central<br />
railway station, a service to/<br />
from Florence with some stops.<br />
The platforms are 40mt from<br />
the airport building to which it<br />
is connected by a covered pe-<br />
destrian walkway where there<br />
is an assistance call phone.<br />
Pass<strong>eng</strong>ers can request assis-<br />
tance on the train directly from<br />
the italian railway “sala blu” by<br />
calling the national number for<br />
customer care 199 303 060<br />
(available from 7:00 to 21:00)<br />
By bus<br />
Pisa airport can be easily<br />
reached thanks to an extensive<br />
network of city buses and<br />
coaches which connect Pisa to<br />
the main towns and cities of<br />
Tuscany.<br />
To receive information about<br />
times and routes of the city<br />
buses please call the Pisa trans-<br />
port consortium 199 120 150<br />
(cost of call will depend on your<br />
phone contract ) or consult the<br />
website http://www.cpt.pisa.it<br />
However the buses are not<br />
equipped with a platform or<br />
safety harness for wheelchairs.<br />
27
QUALITY STANDARDS<br />
The assistance will respect the interventions times established by the 30<br />
ECAC DOC, which lists the following waiting times.<br />
ASSISTENCE SERVICES EFFICIENCY<br />
DEPARTURES<br />
a.<br />
For Pre-Booked Departing<br />
Customers<br />
(Booking made at least 36 hours<br />
before the departures of the flight)<br />
Upon arrival at the airport, once they<br />
have made themselves known:<br />
80% of customers should wait no<br />
longer that 10 minutes for assistance<br />
90% should wait for no longer than<br />
20 minutes<br />
100% should wait for no longer than<br />
30 minutes.<br />
b.<br />
For Non Pre-Booked<br />
Departing Customers<br />
80% of pass<strong>eng</strong>ers should not wait<br />
longer than 25 minutes;<br />
90% should wait for no longer than<br />
35 minutes<br />
100% should wait for no longer than<br />
45 minutes.<br />
ARRIVALS<br />
c.<br />
For Pre-Booked<br />
Arriving Customers<br />
(Notification given by the carrier)<br />
Assistance should be available at the<br />
gate-room / aircraft side for:<br />
80% of customers within 5 minutes<br />
of “on chocks”<br />
90% within 10 minutes<br />
100% within 20 minutes.<br />
d.<br />
For non pre-booked<br />
Arriving Customers<br />
80% of customers within 25 minutes<br />
of “on chocks”<br />
90% within 35 minutes<br />
100% within 45 minutes.<br />
28
SAT IN FIGURES<br />
SERVICES FOR PASSENGERS WITH REDUCED MOBILITY<br />
The Airport must be accessible to everyone. SAT pays attention to the needs<br />
of disabled pass<strong>eng</strong>ers, planning airport facilities that eliminate architectural<br />
barriers and increase the use of all airport services by disabled pass<strong>eng</strong>ers.<br />
Availability of<br />
assisted routes<br />
Availability of assistance<br />
on request<br />
Availability of call system<br />
inside the parking lot<br />
Availability of adeguate<br />
information and<br />
communication<br />
96%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
97.9%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
99%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
99%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
Accessibility to all<br />
airport services<br />
Dedicated areas<br />
available<br />
Availability of call<br />
system inside the<br />
terminal<br />
96.3%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
99%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
94.8%<br />
SATISFIED<br />
PASSENGERS<br />
(MONITORING)<br />
DEPARTING PASSENGERS (AND FACILITIES PUNCTUALITY)<br />
UNIT OF MEASUREMENT: waiting time before requested assistance is provided<br />
at one of the designated points in the airport building<br />
Efficiency of Assistance: departing<br />
pass<strong>eng</strong>ers with/without reservation<br />
ARRIVING PASSENGERS<br />
EFFICIENCY OF ASSISTANCE<br />
Number of pass<strong>eng</strong>ers that reach the<br />
airplane in time for pre-boarding and<br />
departure compared to the total number of<br />
pass<strong>eng</strong>ers that requested assistance<br />
4’59”<br />
100%<br />
(MONITORING)<br />
(RANDOM<br />
MONITORING)<br />
Waiting time for<br />
departing pass<strong>eng</strong>ers<br />
UNIT OF MEASUREMENT: waiting time before assistance is provided at the<br />
gate/airplane from last pass<strong>eng</strong>er disembark<br />
Efficiency of Assistance: arriving<br />
pass<strong>eng</strong>ers with/without reservation<br />
IN 90%<br />
OF CASES<br />
12’36”<br />
IN 90%<br />
OF CASES<br />
(RANDOM<br />
MONITORING)<br />
Waiting time for<br />
arriving pass<strong>eng</strong>ers<br />
29
REMARKS AND SUGGESTIONS<br />
Your remarks and suggestions are welcomed,as they help us to improve<br />
our services.<br />
TALK WITH US:<br />
FAX<br />
+39 050 91 60 40<br />
E-MAIL<br />
customer@pisa-airport.com<br />
MAIL TO<br />
SAT Società Aeroporto Toscano - Quality Management<br />
Piazzale d’Ascanio - Aeroporto Toscano G. Galilei - 56121 PISA<br />
You can also use the on-line contact-form (to be filled-in) on the Sat website<br />
in the “contact us” section<br />
To be updated on SAT activities and news, please join Pisa Airport Newsletter<br />
by filling out the form on the official SAT website on www.pisa-airport.com<br />
Keep Pisa Airport at your fingertips!<br />
Free download the official Pisa Airport App Mobile on I-Tunes or Google Play<br />
application stores.<br />
SAT USEFUL TELEPHONE NUMBERS<br />
INFORMATION OFFICE<br />
LOST & FOUND OFFICE<br />
SAT CARGO AGENCY<br />
+39 050 849300<br />
+39 050 849400<br />
+39 050 849350<br />
30
USEFUL TELEPHONE NUMBERS<br />
AIRPORT AUTHORITIES AIRLINES<br />
MINISTRY OF TRANSPORTATION<br />
AND CIVIL AVIATION<br />
POLICE<br />
CUSTOMS<br />
ITALIAN FINANCE POLICE<br />
AIRPORT MEDICAL OFFICE -<br />
VACCINATIONS<br />
OTHERS<br />
BANK AND CURRENCY EXCHANGE<br />
EXCHANGE BUREAU<br />
PHARMACY<br />
RESTAURANT BAR<br />
Servair Airchef<br />
RADIO TAXI PISA<br />
AIRLINE BAGGAGE DELIVERY SERVICE<br />
+39 050 44325<br />
+39 050 931711<br />
+39 050 91661<br />
+39 050 49574<br />
+39 050 43076<br />
+39 050 41288<br />
+39 050 99 11 712 / +39 050 2200700<br />
+39 050 500363<br />
+39 050 43550<br />
+39 050 541600<br />
+39 050 48653<br />
4U = Germanwings<br />
AF = Air France<br />
AP = AirOne<br />
AZ = Alitalia<br />
BA = British Airways<br />
DL = Delta Air Lines<br />
DY = Norwegian Air Shuttle<br />
EN = Air Dolomiti<br />
FR = Ryanair<br />
HV = Transavia<br />
LH = Lufthansa<br />
LS = Jet2.com<br />
LZ = BelleAir<br />
U2 = Easyjet<br />
VY = Vueling<br />
W6 = Wizzair<br />
199 257 013<br />
892 057<br />
892 444<br />
892 010<br />
+39 02 696 336 02<br />
892 057<br />
+47 21 490 015<br />
+39 045 288 6140<br />
899 552 589 / 899 482 482<br />
899 099 901<br />
199 400 044<br />
199 404 023<br />
+39 026 101 448<br />
199 201 840 / 899 678 990<br />
899 399 888<br />
899 018 874<br />
31
We keep Tuscany’s profile high in the world.<br />
Pisa International Airport. Sharing Tuscany style.<br />
www.pisa-airport.com<br />
32