carta servizi sat eng

CHARTER OF SERVICES
PISA INTERNATIONAL AIRPORT
GALILEO GALILEI
2013
1

FOREWORD
CUSTOMER CARE IS THE FOCAL
POINT OF SAT’S BUSINESS
Attention to customer care is a focal
point for SAT’s activity
Security, efficiency, service quality and
passenger comfort are the fundamen-
tal principles and indispensable values
that guide this handling company in
ensuring that our passengers’ stay in
the airport is pleasant.
Verification of the efficiency of the ac-
tivities and the work carried out in the
airport by monitoring the quality and
quantity indicators specified in the
Service Charter has an essential role in
indicating SAT’s strategies.
2012 - The 2012 results show a signifi-
cant improvement in both passenger
satisfaction and waiting time reduc-
tion. This confirms the correct man-
agement of the activities as defined
and pursued by SAT.
18 satisfaction indicators were pub-
lished, 16 of which were over 90%.
Many of the quantity indicators showed
very positive results; in particular:
maximum waiting time at the security
checks was about 4 minutes in 90% of
cases; waiting times at check in were
about 7 minutes;
the percentage of flights with depar-
ture delays over 15 minutes attributed
to SAT was lower than 0.6%;
baggage mishandling was 0.2% of
baggage for every 1000 passengers,
that is to say 1 bag every 5000.
2012 was a year characterized by sig-
nificant company achievements. This
period of crisis continues to influence
financial markets and the transport
sector. However the data confirm once
again SAT’s capacity not only to resist
difficulties but also to attract new pas-
sengers and routes through strategy
and management maintaining the high
standard of services provided.
The development of the infrastructures
has seen the completion of the link be-
tween terminals A and B and the en-
largement of some areas of the pas-
senger terminal in total self financing.
These results inspire SAT to persevere
with the excellent strategy followed
over the years. This handling company
is aware that in order to reach its ob-
jectives with continuous improvement
it is necessary to focus not only on the
airport structure. growth and technical
competency but especially on intangi-
ble factors such as human capital,
know how, training and customer care
in order to enhance quality and distin-
guish the work and efficiency of SAT
employees above other companies.
These resolutions are renewed every
year and the Service Charter is an im-
portant device to guide the passenger
in the airport and in the use of the ser-
vices and structures
2

SAT’S POLICY
Gerardo Teta
SAT’S MISSION IS:
“INCLUDING TUSCANY IN THE GLOBAL
NETWORK OF COMMUNICATION
AND CULTURAL, SOCIAL AND
ECONOMICAL EXCHANGE”
It is a priority of SAT, consistently with this, to interpret
requirements expressed by the Stakeholders correctly, to try to
understand their implicit needs and to get organized thoroughly
and constantly to satisfy them.
SAT, guided by this aim through its many activities, has always been
trying to adopt principles, standards and solutions representing
international business “best practices” on Social Accountability,
health, security and environment protection, and on the quality
management of services offered.
STAKEHOLDERS
INSTITUTION
SHAREHOLDERS
MARKET
OPERATORS
Given these preliminary remarks, SAT,
willing to strengthen its commitment
to a constant improvement of its
performances, has decided to accept
and apply an integrated management
system of Social Accountability, con-
sistent with SA8000:2008 regulation
requirements, in compliance with the
UNI EN ISO 14001:2004 regulation
requirements on environmental man-
agement and in compliance with
theUNI EN ISO 9001:2008 on quality
management.
COMMUNITY
EMPLOYEES
SUPPLIERS
CUSTOM
3

SAT’S POLICY
Gerardo Teta
QUALITY
> Pursuing a continuous improve-
ment of the services offered, in
terms of customer’s satisfaction
both inside and outside (efficiency
of the integrated system).
> Granting the efficiency of the
company, through the achievement
of processes and the organization
of resources
> Assuring the suitability and effec-
tiveness of the communication pro-
cesses both inside and outside the
company.
> Improving SAT’s visibility and im-
age on the reference markets.
> Pursuing the rationalization and
optimization of the airport conces-
sion, by managing the existing in-
frastructures and defining the ex-
pansion areas for a suitable
infrastructural development, to sat-
isfy the Stakeholders’ requirements.
4

SAT’S POLICY
SOCIAL ACCOUNTABILITY
> Neither using nor indirectly sup-
porting the use of children’s labour
and that of imposed labour.
> Providing selection, employment,
training, remuneration and manage-
ment of employees without discrim-
ination.
> Assuring a safe and healthy work-
place at any time. • Assuring that
SAT’s own system of working hours
scheduling and of disciplinary and
retributive procedures is consistent
with the legislation, with the labour
contracts in force, with the Unions
contracts and with the sector’s
standards.
> Assuring employees freedom of
association and the right to collec-
tive bargaining.
> Assuring that both third parties
and suppliers working at the airport
site apply the same standards fixed
by SAT.
> Aiming at the constant improve-
ment of the Social Accountability
managing system, by abiding by the
national laws and other applicable
laws, and every international
instrument named in the SA8000.
5

SAT’S POLICY
ENVIRONMENT
> Protecting the environment by minimizing
the airport activities impact,
through the use of the most advanced
technologies, in order to optimize the
use of resources.
> Adopting the most suitable control
and environmental supervision systems.
> Assuring open and cooperative relations
with the local authorities and with
those who live near the airport area, in
order to build mutual trust and acceptance
and to
enable the
respective
activity areas
to coexist
compatibly and develop syn-
ergies.
> Carrying out any possible action
and initiative to prevent accidents
and reduce any consequence on
people, environment and property to
a minimum.
> Assuring that any third party working
at the airport site applies the standards
fixed by SAT.
SAT underlines its commitment in compliance
with the applicable environmental regulations,
with the preventive measures against pollution
and with a constant improvement of its envi-
ronmental management system. In particular,
SAT intends to improve those environmental
aspects regarding:
> Noise
> Waste material
> Supplying of resources
> Water waste
> Direct and indirect emissions in the atmosphere.
SAT’s Chief Executive Officer & General Man-
ager yearly approves the company improve-
ment plan, which defines SAT’s Integrated
Management System measurable objectives
and levels, for each area.
The achievement of planned objectives and of
the overall system performance are monitored
by the Board of Directors at periodical reviews.
The Chief Executive Officer & General Manager
asks his staff to participate in the application
of this policy, sharing all of the commitments
expressed in it and standing up to the effort to
understand and implement the Integrated
Management System.
6

Gerardo Teta
SAT
CHARTER OF SERVICES
7

Gerardo Teta
ABOUT SAT
Società Aeroporto Toscano
S.p.A. is the managing company
for Pisa Galileo Galilei Airport.
SAT is responsible for the overall
management and development
of the airport and for the planning,
financing and implementing
of new facilities and services to
airlines and passengers.
With the present deregulation of
air transport in Europe, the effective
management of an airport is
integral to keeping competition
at bay and it needs to be innovative
in order to satisfy existing
customers and attract new ones.
SAT is fully aware of the fact that
Pisa Airport development depends
on its customers’ satisfaction
and consequent loyalty.
Thus, in order to provide successful
solutions, SAT constantly
monitors and approves both its
own quality standards and procedures
and those of all subsidi-
ary or subcontracted companies
that operate in the airport to satisfy
airport customers’ needs.
SAT is a lean and effective organization,
able to act rapidly in order
to improve the services and
facilities of Pisa airport day after
day.
WHAT IS OUR “CHARTER OF SERVICES“
The Charter of Services is an official
document (set according to
the provision of law) whose objective
is to improve the performance
of public services.
With its own Charter of Services
SAT undertakes to adopt all necessary
measures to constantly
provide and improve airport services.
In this issue of the Charter of Services,
the quality performance
indicators of airport services and
facilities are divided into 11 areas.
These areas form the basis
of SAT quality system, and are
monitored by airport passenger
surveys.
Thus SAT has been able to
constantly control the key
performance indicators
that are crucial to the success
of the company:
* In terms of efficiency, to verify
if improvement objectives have
been met;
* In terms of effectiveness, to regularly
assess the levels of satisfaction
expressed by the Clients.
Therefore SAT needs your collaboration.
Levels of service can be
benchmarked against the Charter
of Services and any discrepancies
highlighted so that customer
rights can be guaranteed.
You will notice that SAT has also
included some services performed
by subsidiary and subcontracted
Airport companies,
which together contribute to
the overall quality of the airport
system. SAT ensures that these
standards are constantly monitored,
any shortfalls are identified
and acted upon immediately
to improve the service offered to
its Clients.
8

SAT CHARTER OF SERVICES
With this Charter, SAT guarantees
its Clients a “first class service”,
measured in the following
11 areas:
1. Travel safety
2. Personal and property safety
3. Regularity of services
4. Cleanliness and hygienic conditions
5. Airport comfort
6. Additional services
7. Service for passengers with
reduced mobility
8. Public information services
9. Desk services and courtesy
10. Desk and gate services
11. Ground transportation
The standards of such services
are assessed by means of quality/quantity
performance indica-
CHARTER
OF SERVICES
tors, measuring the actual quality
of services provided by means of
daily checks and quarterly customer
care surveys.
In our surveys, we ask passengers
to evaluate the services offered
grading them as follow: Excellent,
Very good, Good, Insufficient,
Poor, Very bad. (*)
Thus SAT commits itself to:
• Formally declare its level of
service;
• systematically achieve the
planned standard
• levels of service;
• constantly monitor its actual
performance;
• inform its Clients about the results
achieved by
• annually updating the Charter
of Services.
*Passengers satisfaction level is calculated as the percentage of evaluation (excellent, very good and
good) with a 1,99% average margin of error (2010 figure).
9

%
SATISFIED
PASSENGERS
SAT
IN FIGURES
10

SAT IN FIGURES
TRAVEL SAFETY
Air travel security starts on ground.
SAT assures a careful service with up to date technologies.
PERSONAL AND PROPERTY SECURITY
The security of both people and property is fundamental in an airport.
SAT directly guarantees airport security standards by operating these
services with its own highly specialized staff.
REGULARITY OF SERVICE (AND FACILITY PUNCTUALITY)
The quality of a service is also determined by punctuality.
SAT is constantly improving the timely performance of airport services.
INDICATOR
Perception of carry-on-bags check
INDICATOR
Perception of personal and
property safety
INDICATOR
n° of delays due to
airport/ total n° of
departures
0,6%
(MONITORING ON
TOTAL N° OF
FLIGHTS)
Overall n° of delays/
total n° of departures
(MONITORING ON
TOTAL N° OF
FLIGHTS)
95.5%
SATISFIED
PASSENGERS
95.5%
SATISFIED
PASSENGERS
n° of lost bags/
1.000 pax
21% 0.1%
N°OF DELAYS N°OF DELAYS N°OF LOST BAGS
TARGET FOR 2013
(SURVEY)
TARGET FOR 2013
(SURVEY)
TARGET FOR 2013
(MONITORING)
11

SAT IN FIGURES
REGULARITY OF SERVICE (AND FACILITY PUNCTUALITY)
The quality of a service is also determined by punctuality.
SAT is constantly improving the timely performance of airport services.
CLEANLINESS AND HYGIENIC CONDITIONS
An airport must guarantee a high level of cleanliness to provide
an enjoyable and comfortable environment.
SAT fulfils this task with absolute and meticulous care.
AIRPORT COMFORT
The Airport must be a comfortable environment.
SAT supplies systems and services that make
the passenger feel at ease, while moving inside the terminal.
INDICATOR TARGET FOR 2013
maximum amount of
time to return baggage
from the first to the last
MAXIMUM
WAITING TIME
FROM BLOCK ON
IN 90% OF CASES
(RANDOM
MONITORING)
Perception of restroom
cleanliness and
functionality
Perception of availability
of baggage trolley
Maximum amount of time
to first passenger landing
(SURVEY)
(SURVEY)
(RANDOM
MONITORING)
Perception of level of
airport cleanliness
Perception of efficiency of pax
transfer systems
lifts, moving
walkways,
escalators
Overall perception of
regularity of services
94.5%
93% 96%
(SURVEY)
INDICATOR TARGET FOR 2013
INDICATOR
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
MAXIMUM
WAITING TIME
FROM BLOCK ON
IN 90% OF CASES
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
94%
SATISFIED
PASSENGERS
(SURVEY)
TARGET FOR 2013
(SURVEY)
12

SAT IN FIGURES
AIRPORT COMFORT
The Airport must be a comfortable environment.
SAT supplies systems and services that make
the passenger feel at ease, while moving inside the terminal.
ADDITIONAL SERVICES
The airport must answer to all passenger needs.
SAT has developed new shops and commercial
facilities for the comfort and the entertainment of passengers.
INDICATOR
Perception of efficiency of
climate control system
INDICATOR
(SURVEY)
Perception of availability/quality/price:
Shops / News-agents
Overall perception of
comfort level
95% 95.5%
SATISFIED
PASSENGERS
(SURVEY)
TARGET FOR 2013
(SURVEY)
TARGET FOR 2013
Perception of availability/quality/price:
Bar/Restaurants
SATISFIED
PASSENGERS
(SURVEY)
13

SAT IN FIGURES
PUBLIC INFORMATION SERVICES
Passenger information must be both precise and punctual.
SAT communicates information by means of clear, up to date
audio-visual systems and signs and by its polite and professional front line
staff.
DESK SERVICES AND COURTESY
Quality is measured also by the way services are performed.
SAT is deeply aware of this and invests to develop staff
professionalism and courtesy.
DESK AND GATE SERVICES
Once at the airport passengers want to check-in and board rapidly.
SAT tries to constantly reduce operation times.
INDICATOR
Overall perception of efficacy
of information
INDICATOR
Perception of staff
courtesy
INDICATOR
95.5%
SATISFIED
PASSENGERS
Waiting time at check-in*
(SURVEY)
* Standard not appicable for low-fares airlines
Toll Free number:
8000 18849
Internet:
www.pisa-airport.com
Perception of staff
professionalism
(SURVEY) (SURVEY)
96.5% 96.5%
SATISFIED
PASSENGERS
(RANDOM
MONITORING)
Perception of check-in
queuing time
6’45” 92.5%
IN 90% OF CASES
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
TARGET FOR 2013
TARGET FOR 2013
TARGET FOR 2013
(SURVEY)
14

SAT IN FIGURES
DESK AND GATE SERVICES
Once at the airport passengers want to check-in and board rapidly.
SAT tries to constantly reduce operation times.
GROUND TRANSPORTATION (EFFECTIVNESS OF CITY/ AIRPORT CON-
The Airport must guarantee effective surface connections with its territory.
SAT promotes the development of surface transport services and
constantly monitors quality performed by surface carriers.
INDICATOR
Baggage X-Ray control
waiting time
INDICATOR
(RANDOM
MONITORING)
Perception of passport
control queuing time
IN 90% OF CASES SATISFIED
PASSENGERS
Perception of availability, frequency,
punctuality and price of city/airport
connections
(SURVEY)
Perception of clear and
understandable access signage
95.5% 92.5%
SATISFIED
PASSENGERS
TARGET FOR 2013
(SURVEY)
TARGET FOR 2013
SATISFIED
PASSENGERS
(SURVEY)
15

AIRPORT MAPS: GROUND FLOOR
Information Office
Baggage Claim
Security Control
Check-in A/B
Chemist’s
Meeting Point
Family Room and Rest Area
Airline Lounge
Luggage Storage
Departures
Arrivals
Cash Machine
Ticket Office
Airline Ticket Office
Assistance Lost Baggage
First Aid
Airport Police
Passport Control
Cafè/Bar
Food Services
Exchange Office
Drugstore
Shopping Area
Toilette
Stairs
Lift
Escalator
LEGENDA
AIRPORT SERVICES
SHOPPING AREA
FOOD SERVICES
LIFT AND STAIRS
TOILETTE
16

AIRPORT MAPS: FIRST FLOOR
Business Center
Banking Services
Chapel
Security Pass
Office
Sala Vip
Passport Control
Airport Police
Departures
Cash Machine
Cafè/Bar
Food Service
Shopping Area
Hair Stylist
Internet Point
Toilette
Stairs
Lift
Escalator
LEGENDA
AIRPORT SERVICES
SHOPPING AREA
FOOD SERVICES
LIFT AND STAIRS
TOILETTE
17

AIRPORT MAPS: EXTERNAL AREA
LEGENDA
PRM Call Points
AIRPORT BUILDINGS
RAILWAY
RENT A CAR PARK
SAT PARKING AREA
“Pisa Aeroporto” Train Station
Taxi
Rent a Car with Driver
Long-Stay Car Park
Multi-Storey Car Park
Short-Stay Car Park
Long-Stay Car Park
Tourist Coaches
Cargo Village
Rent a Car Terminal
Passenger Terminal
Rent a Car Park
18

INFORMATION AND USEFUL ADVICE
HEREUNDER YOU WILL FIND SOME USEFUL
ADVICE AT THE MOMENT OF DEPARTURE:
CHECK-IN
> Check validity of your documents
at departure time (ID
card or Passport for EU and VISA
when required);
> Find check-in desk where the
airline you travel with is shown on
monitors above;
> Check on information boards, at
the check-in area, what items are
not allowed on board in hand baggage
(ex. Toy weapons, slings, cutlery,
knives, razor blades, tools,
darts, scissors, sticks, etc.) and in
the hold baggage (compressed gas,
explosive, inflammable, corrosive,
infective, poisonous, radioactive
substances);
> Check the estimated departure
time. Passengers are requested to
get to the airport two hours beforedeparture;
> Read carefully the departure time
as shown in your ticket;
SECURITY CHECK
POINTS
> Follow Enac regulations regarding
liquids on board and/or click on:
www.enac-italia.it/SecurityInformative/Informativa.html
or www.pisa-airport.com
to the section Passengers Services/
Security;
> Keep boarding card at hand to
show to security staff;
> Put all metallic, electric and electronic
items (coins, keys, mobile
phones, belts, etc) on the x-ray machine
conveyor belt;
> Do not carry any syringes and
needles in your hand baggage, unless
a medical certificate is provided
for this purpose;
> Get to the departure lounge and
to your gate, keeping an ID card or
Passport at hand for inspection.
19

PRM GUIDE
ACCESSIBILITY AND
ASSISTANCE TO DISABLED
AND PERSONS WITH
REDUCED MOBILITY
20

PRM GUIDE
FOREWORD
The CE regulation n 1107/2006 relative
to the rights of disabled and reduced
mobility persons is based on
the principle that in air transport the
disabled have the same rights as others
: the right for freedom of movement,
freedom of choice, no discrimination.
In particular people with disabilities
or reduced mobility due to disability,
age or other factors shall travel by air
at the same or similar conditions as
other passengers. They shall not be
excluded due to their disability unless
there are real safety reasons prescribed
by law
The regulation respects their fundamental
rights and observes the principles
expressed in the European
Charter of Rights.
The necessary assistance ( without
any additional cost) is available with
specifically trained staff, suitable
structures and facilities in the airport
and on board the airplane. The airport
is equipped with dedicated areas
and call points to help movement
and communications inside the terminal.
SAT in particular has organized a
complete and continuous service, using
a specialised company and suitable
means of transport , positioning
tactile maps and disabled toilets,
ramps and lifts all over the airport.
SAT has followed a politically emancipated
and socially correct policy in
deciding not to use a “special services
room” due to the natural tendency
of physically or intellectually disabled
people to isolate themselves and persons
with special needs are invited to
use the dedicated seating areas
around the airport. SAT has adhered
to the principle of no social exclusion
and no discrimination. However there
is a dedicated waiting room in the airport
for passengers in difficulty that
need a quieter and more reserved
waiting area.
21

PRM GUIDE
NEW
EUROPEAN
REGULATION
1107/06 and
the relative
ENAC circular
letter
Service dedicated to the disabled
or persons with reduced
mobility (PRM)
Pursuant to and in accordance with
the European Regulation 1107/06 (in
effect as of 26th July 2008) and the
relative ENAC circular letter, SAT has
improved the levels of assistance to
the disabled and persons with reduced
mobility inside Pisa airport.
In the European Regulation, the disabled
or persons with reduced mobility
are defined as follows: any person
whose mobility is reduced due to any
physical disability (sensory or locomotory,
permanent or temporary),
mental disability or impairment, or
any other cause of disability, even advanced
age, that may require appropriate
care and the procurement of a
service adapted to all passengers to
respond to their specific needs.
IATA
Reservation codes for walking disabilities:
WCHR
A passenger with a walking disability
- requires a wheelchair or similar
aid before embarkation or
after disembarkation;
- requires assistance in the airport
terminal to/from the gate
or exit;
- can manage steps and use an
apron passenger bus unaided.
- does not need assistance in
the cabin
WCHS
A passenger with a severe
walking disability
- has very restricted mobility;
- cannot manage steps unaided
and is unable to use an
apron passenger vehicle;
- does not, however, need assistance
in the cabin.
WCHC
A passenger who is unable to
walk:
- but can use a passenger seat
with the backrest in the upright
position
- cannot move unaided (e.g. on
account of paraplegia or advanced
multiple sclerosis)
DEAF
Passenger is hearing-impaired.
BLIND
Passenger is visually impaired.
DUMB
Passenger is mute.
STCR
Passenger who can only be
carried on a stretcher.
MAAS
Passenger requiring collection
and assistance. Please register
for the WCH service in the
event of walking disabilities
(see above: WCHR/WCHS or
WCHC)
DPNA
All other passengers requiring
special assistance, including
the mentally handicapped.
22

Services available at the terminal building
The Galilei Airport has spe-
cifically dedicated facilities
for both the disabled and
persons with reduced mobil-
ity:
• Reserved car park spaces
in the nearest parking are-
as to the passenger termi-
nal (short stay and multi-
storey car park)
• Toilet facilities with adapt-
ed sanitary services
• Handrails and elevators
(with tactile pathways) to
access the services avail-
able on the first floor of
the terminal building
• Wheelchairs available to
facilitate transfer inside
the terminal, upon request
to the service officer in
charge
• Appropriated seats in any
terminal’s areas
• Facilitated access ways
at the Security office (to
allow easy control of the
passengers with pacemak-
ers and wheelchairs)
• Ramps - mobile lounges
- with lift access to facili-
tate wheelchair passenger
boarding
• In addition boarding
of electric wheelchairs
owned by disabled pas-
sengers or passengers
with reduced mobility is
allowed (except for wheel-
chairs powered by ex-
tractable batteries)
Finally if your wheel chair
should arrive damaged when
you pick it up after the flight,
it will be possible to hire one
free of charge from the air-
port ticket counter. The pas-
senger will be asked to fill in
a form and leave a deposit
which will be refunded when
the chair is returned and
checked for any damage.
The passenger is responsi-
ble for any damage and the
concerning costs incurred.
In order to guarantee the
cost of repair, the deposit
paid will be retained and
then returned as balance of
the whole amount. In case
the chair is not returned, the
deposit will be entirely re-
tained.
23

Request for assistance
Pursuant to and in accordance
with the European Regulation
1107/06 and the relative ENAC
circular letter, the assistance
provided for (and waiting times
indicated in the Regulation) will
be guaranteed to the disabled
passenger or passenger with
reduced mobility only if the
passenger specifically makes a
request for assistance (on de-
parture and on arrival) at the
time of booking his/her flight
(at least 48 hours prior to flight
departure) to the airline / travel
agency /tour operator that
books the flight.
In order to guarantee a suitable
service (free of charge) for re-
duced mobility passengers the
airline might require further in-
formation about the necessary
assistance, transport/use of
medical devices and/or walk-
ing aids and the need for guide
dogs.
In this way, the passenger who
communicates his/her arrival
at the airport within the right
time (from external call points)
or at the check-in counter (in-
dicated by the airline or at least
one hour prior to departure ),
will be accompanied during the
necessary phases from arrival
at the airport to flight depar-
ture, within the time limits de-
fined by the law (DOC 30
ECAC).
Should there be no booking or
if booked after the above-men-
tioned time limit (48 hours pri-
or to flight departure), SAT will
however guarantee assistance
services (if there are still suita-
ble seats available ), but it may
take longer to take action.
On departure - If you need spe-
cial assistance, designated air-
port personnel is available (free
of charge) to accompany you
personally during all the phas-
es prior to boarding, i.e. from
check-in or one of the desig-
nated areas, to the customs
and security inspections, also
during possible waiting times
at the airport (if requested)
and during boarding (even by
means of special equipment).
The dedicated personnel
strives to satisfy any reasona-
ble request in order to offer
you a complete, efficient and
continuous service during your
entire transit inside the air ter-
minal.
On arrival - If you wish special
assistance, staff in charge is
available, (free of charge) to
accompany you personally
during every phase of your ar-
rival, i.e. from landing (even by
means of special equipment)
to the collection of your bag-
gage and wheelchair, to the
customs inspection procedure
through to your transportation
to the arrivals area of the pas-
senger terminal or one of the
designated points.
24

AT THE AIRPORT
TACTILE PATHWAYS
AND MAPS
Tactile pathways have been
provided in the airport for
visually impaired passen-
gers. These start from the
call boxes on the pave-
ments; they go inside the
terminal and arrive at the
main servoces: ticket coun-
ter, check-in counters, secu-
rity checks and boarding
gates.
There are also tactile maps
at the main entrances which
give the main service posi-
tions.
BATHROOMS
There are bathrooms for re-
duced mobility passengers
in all the areas. They can be
located thanks to the tactile
maps, information screens
and signs.
DEDICATED ROOM FOR
REDUCED MOBILITY
PASSENGERS
There is a special waiting
room where reduced mobil-
ity passengers can stay if
they have a longer wait.
25

FIRST AID
The first aid facility with an
ambulance on stand by is
provided 24/7 inside the
passenger terminal next to
the information/left lugga
ARCHITECTURAL
BARRIERS
There are no architectural
barriers to limit the access
to any part of the airport.
Ramps and lifts suitable for
wheelchair are located
around the airport; the lift
buttons are also written in
Braille.
EVACUATION IN CASE
OF EMERGENCY
In case of an emergency
and evacuation of all or part
of the terminal the assistan-
ce staff will give the neces-
sary help to reach a safe
place.
This staff is familiar with the
escape routes and emer-
gency exits in accordante
with the internal emergency
plans.
Finally the main entrante to
the terminal are equipe with
tactile maps indicating the
various services. For further
information consult the “
how to reach the airport”
section on the home page
of our web site.
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Bus/train/taxi/own conveyance
Own conveyance
The Pisa Galilei international
Airport can be reached by car,
taxi, train or bus.
We would like to give you some
useful information in order to
use better the services and fa-
cilities that are at your disposal
in our airport.
There are parking places re-
served for disabled and re-
duced mobility passengers.
These can be found in the main
parking areas nearest the pas-
senger terminal. See map.
These are free of charge, show
your return air ticket and your
disability parking badge at the
parking kiosk when you pick up
your car.
The parking pay desk is open
every day from 7:30 to 24:00.
By taxi
The taxi drop off is near depar-
tures. You can ask the driver to
take you to the nearest assis-
tance call phone.
By train
The terminal can be reached by
two railway connections: a di-
rect train to/from Pisa central
railway station, a service to/
from Florence with some stops.
The platforms are 40mt from
the airport building to which it
is connected by a covered pe-
destrian walkway where there
is an assistance call phone.
Passengers can request assis-
tance on the train directly from
the italian railway “sala blu” by
calling the national number for
customer care 199 303 060
(available from 7:00 to 21:00)
By bus
Pisa airport can be easily
reached thanks to an extensive
network of city buses and
coaches which connect Pisa to
the main towns and cities of
Tuscany.
To receive information about
times and routes of the city
buses please call the Pisa trans-
port consortium 199 120 150
(cost of call will depend on your
phone contract ) or consult the
website http://www.cpt.pisa.it
However the buses are not
equipped with a platform or
safety harness for wheelchairs.
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QUALITY STANDARDS
The assistance will respect the interventions times established by the 30
ECAC DOC, which lists the following waiting times.
ASSISTENCE SERVICES EFFICIENCY
DEPARTURES
a.
For Pre-Booked Departing
Customers
(Booking made at least 36 hours
before the departures of the flight)
Upon arrival at the airport, once they
have made themselves known:
80% of customers should wait no
longer that 10 minutes for assistance
90% should wait for no longer than
20 minutes
100% should wait for no longer than
30 minutes.
b.
For Non Pre-Booked
Departing Customers
80% of passengers should not wait
longer than 25 minutes;
90% should wait for no longer than
35 minutes
100% should wait for no longer than
45 minutes.
ARRIVALS
c.
For Pre-Booked
Arriving Customers
(Notification given by the carrier)
Assistance should be available at the
gate-room / aircraft side for:
80% of customers within 5 minutes
of “on chocks”
90% within 10 minutes
100% within 20 minutes.
d.
For non pre-booked
Arriving Customers
80% of customers within 25 minutes
of “on chocks”
90% within 35 minutes
100% within 45 minutes.
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SAT IN FIGURES
SERVICES FOR PASSENGERS WITH REDUCED MOBILITY
The Airport must be accessible to everyone. SAT pays attention to the needs
of disabled passengers, planning airport facilities that eliminate architectural
barriers and increase the use of all airport services by disabled passengers.
Availability of
assisted routes
Availability of assistance
on request
Availability of call system
inside the parking lot
Availability of adeguate
information and
communication
96%
SATISFIED
PASSENGERS
(MONITORING)
97.9%
SATISFIED
PASSENGERS
(MONITORING)
99%
SATISFIED
PASSENGERS
(MONITORING)
99%
SATISFIED
PASSENGERS
(MONITORING)
Accessibility to all
airport services
Dedicated areas
available
Availability of call
system inside the
terminal
96.3%
SATISFIED
PASSENGERS
(MONITORING)
99%
SATISFIED
PASSENGERS
(MONITORING)
94.8%
SATISFIED
PASSENGERS
(MONITORING)
DEPARTING PASSENGERS (AND FACILITIES PUNCTUALITY)
UNIT OF MEASUREMENT: waiting time before requested assistance is provided
at one of the designated points in the airport building
Efficiency of Assistance: departing
passengers with/without reservation
ARRIVING PASSENGERS
EFFICIENCY OF ASSISTANCE
Number of passengers that reach the
airplane in time for pre-boarding and
departure compared to the total number of
passengers that requested assistance
4’59”
100%
(MONITORING)
(RANDOM
MONITORING)
Waiting time for
departing passengers
UNIT OF MEASUREMENT: waiting time before assistance is provided at the
gate/airplane from last passenger disembark
Efficiency of Assistance: arriving
passengers with/without reservation
IN 90%
OF CASES
12’36”
IN 90%
OF CASES
(RANDOM
MONITORING)
Waiting time for
arriving passengers
29

REMARKS AND SUGGESTIONS
Your remarks and suggestions are welcomed,as they help us to improve
our services.
TALK WITH US:
FAX
+39 050 91 60 40
E-MAIL
customer@pisa-airport.com
MAIL TO
SAT Società Aeroporto Toscano - Quality Management
Piazzale d’Ascanio - Aeroporto Toscano G. Galilei - 56121 PISA
You can also use the on-line contact-form (to be filled-in) on the Sat website
in the “contact us” section
To be updated on SAT activities and news, please join Pisa Airport Newsletter
by filling out the form on the official SAT website on www.pisa-airport.com
Keep Pisa Airport at your fingertips!
Free download the official Pisa Airport App Mobile on I-Tunes or Google Play
application stores.
SAT USEFUL TELEPHONE NUMBERS
INFORMATION OFFICE
LOST & FOUND OFFICE
SAT CARGO AGENCY
+39 050 849300
+39 050 849400
+39 050 849350
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USEFUL TELEPHONE NUMBERS
AIRPORT AUTHORITIES AIRLINES
MINISTRY OF TRANSPORTATION
AND CIVIL AVIATION
POLICE
CUSTOMS
ITALIAN FINANCE POLICE
AIRPORT MEDICAL OFFICE -
VACCINATIONS
OTHERS
BANK AND CURRENCY EXCHANGE
EXCHANGE BUREAU
PHARMACY
RESTAURANT BAR
Servair Airchef
RADIO TAXI PISA
AIRLINE BAGGAGE DELIVERY SERVICE
+39 050 44325
+39 050 931711
+39 050 91661
+39 050 49574
+39 050 43076
+39 050 41288
+39 050 99 11 712 / +39 050 2200700
+39 050 500363
+39 050 43550
+39 050 541600
+39 050 48653
4U = Germanwings
AF = Air France
AP = AirOne
AZ = Alitalia
BA = British Airways
DL = Delta Air Lines
DY = Norwegian Air Shuttle
EN = Air Dolomiti
FR = Ryanair
HV = Transavia
LH = Lufthansa
LS = Jet2.com
LZ = BelleAir
U2 = Easyjet
VY = Vueling
W6 = Wizzair
199 257 013
892 057
892 444
892 010
+39 02 696 336 02
892 057
+47 21 490 015
+39 045 288 6140
899 552 589 / 899 482 482
899 099 901
199 400 044
199 404 023
+39 026 101 448
199 201 840 / 899 678 990
899 399 888
899 018 874
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We keep Tuscany’s profile high in the world.
Pisa International Airport. Sharing Tuscany style.
www.pisa-airport.com
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