Charter-of-service-Sat-2014.pdf

AEROPORTO INTERNAZIONALE DI PISA
GALILEO GALILEI
CHARTER OF SERVICES
2014
1

INTRODUCTION
Attention to customer care is a focal point
for SAT’s activity.
Security, efficiency, service quality and
passenger comfort are the fundamental
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 activities 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.
2013
The 2013 results show a significant improvement
in the service data for both
passengers satisfaction and waiting time
reduction. This confirms the correct management
of the activities as defined and
pursued by SAT. 18 satisfaction indicators
were published, 16 of which were, as in
2012, over 90% (9 were even 95% or more).
Many of the quantity indicators showed
very positive results; in particular:
- the percentage of flights with departure
delays over 15 minutes attributed to SAT
decreased by 0,3% with a 100% improvement
respect to 2012;
- 0,03 baggage was mishandled for every
1000 passengers.
through strategy and management maintaining
the high standard of services provided.
SAT has continued to develop the infrastructures
and airport areas; the executions
works for “People Mover” started at
the end of 2013 and they will be completed
by the end of 2015.
These results inspire SAT to persevere
with the excellent strategy followed over
the years. The company is aware that in
order to reach its objectives with continuous
improvement it is necessary to focus
not only on the airport structure, growth
and technical competency but especially
on intangible factors such as human capital,
know how, training and customer care
in order to enhance quality and distinguish
the work and efficiency of SAT employees
above other companies.
In 2013 SAT was awarded another international
certification “BS OHSAS
18001:2007” for respect and application
of all the legislation concerning health and
safety in the work place.
These resolutions are renewed every year
and the Service Charter is an important
device to guide the passenger in the airport
and in the use of the structures and
services.
- the maximum waiting time at the ticket
counter and security checks was, as in
2012, 4 minutes in 90% of cases.
- waiting time at the check-in did not exceed
8 minutes in 90% of cases.
2013 was a year characterized by significant
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 passengers and routes
2

POLICY
SAT’s Mission is:
“To include Tuscany in the global network
of communication and cultural social and
economic exchange”.
SAT’S POLICY
STAKEHOLDERS
The following diagram shows the plurality
of SAT’s stakeholders
SAT’s duty, therefore, is to satisfy the requirements of its
stakeholders, perceive their needs and apply itself to achieve this
entirely and constantly. SAT has adopted the principles, standards
and solutions in line with the international business “best practices”
for social accountability, Health & Safety, Environment and Service
Quality Management.
INSTITUTION
SHAREHOLDERS
EMPLOYEES
CUSTOM
MARKET
OPERATORS
COMMUNITY
SUPPLIERS
SAT’s duty, therefore, is to satisfy the
requirements of its stakeholders, perceive
their needs and apply itself to
achieve this entirely and constantly.
SAT has adopted the principles, standards
and solutions in line with the international
business “best practices” for
social accountability, Health & Safety,
Environment and Service Quality Management.
Here follow SAT continuous improvement
commitments:
Gerardo Teta
3

QUALITY
> Continuous improvement of the
services offered, in terms of internal
and external customer satisfaction
(efficiency of the integrated system).
> Guarantee company efficiency
through process rationalization and
company resources.
> Ensure efficiency and adequacy
of the communication processes
both inside and outside the company.
> Improve SAT’s visibility and image
on the market.
> Pursue the rationalization and optimization
of the airport facilities, by
managing the existing infrastructures
and defining the expansion areas
for infrastructural development,
to meet the Stakeholders’ expectations.
Gerardo Teta
4

HEALTH & SAFETY
> Guarantee the Health and Safety of each airport consumer, be they passengers,
SAT employees contractor workers, third parties or subcontractors.
> Prevent accidents or injuries while carrying out “Airport Operator” or “Handling
Agents” activities in the work place (airport area and property)
> Respect the Health and Safety guidelines, binding or otherwise, regarding
activities carried out in the airport area managed by SAT.
> Guarantee the Health and Safety of all airport consumers by implementing
procedures and international standards for all third parties operating in the airport
area
> Ensure that SAT’s performance is periodically reviewed to guarantee the best
results in Health and Safety management.
> Inform all airport consumers, passengers, contractor workers, subcontractors
or third parties of SAT’s policy for Health & Safety.
> Produce all related information on Health and Safety measures in each operation
for other parties involved (ASL, VVFF, INAIL).
> Review commitments periodically to ensure their compatibility with the development
of airport functions and infrastructures.
5

SOCIAL ACCOUNTABILITY
> Never use or support the use of
child or forced labour.
> Provide selection, employment,
training, remuneration and management
of employees without discrimination.
> Ensure a safe and healthy workplace
at all times
> Ensure that SAT’s work loads and
disciplinary and retributive procedures
are consistent with legislation,
labour contracts in force, Union
contracts and with the sector’s
standards.
> Ensure employees’ freedom of association
and right to collective discussion.
> Ensure that third parties and suppliers
working at the airport apply
the same standards as SAT.
> Improve constantly the Social Accountability
managing system abiding
by the national laws and other
applicable laws, and the international
requirements named in the
SA8000.
6

ENVIRONMENT
SAT undertakes to:
> Protect the environment by
minimizing the impact of airport
activities, by means of
advanced technologies, in order
to optimize resources.
> Adopt the most suitable control
and environmental supervision
system.
> Ensure open and cooperative
relations with the local
authorities and the
inhabitants of the
airport area, in order
to build mutual trust and acceptance
and to enable the respective
activity areas to coexist
compatibly and
productively.
> Carry out any possible action
to prevent accidents and reduce
their consequences on people,
environment and property
to a minimum.
> Ensure that any third party
working on the airport site applies
the same standards as
SAT.
SAT confirms its commitment
to be fully compliant with environmental
regulations, by means
of pollution prevention and
with constant improvement of
its environmental management
system. More specifically, SAT
intends to improve the airport
environmental aspects with regard
to:
> Noise
> Waste material
> Supply of resources
> Water waste
> Direct and indirect emissions.
SAT Chief Executive Officer yearly
reviews the company improvement
plan, which defines
SAT’s Integrated Management
System objectives, involves
SAT staff to share all the commitments
for the policy application
and to support implementation
of the Integrated
Management System.
7

SAT
CHARTER OF SERVICES
Gerardo Teta
7

ABOUT SAT
WHAT IS OUR “CHARTER OF SERVICES“
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 subsidiary
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.
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.
Gerardo Teta
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
The standards of such services
are assessed by means of quality/quantity
performance indicators,
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
8. Public information services
9. Desk services and courtesy
10. Desk and gate services
11. Ground transportation
• levels of service;
• constantly monitor its actual
performance;
• inform its Clients about the results
achieved by
• annually updating the Charter
of Services.
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).
10

%
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.
INDICATOR
Perception of carry-on-bags check
95.5%
SATISFIED
PASSENGERS
TARGET FOR 2013
(SURVEY)
PERSONAL AND PROPERTY SECURITY
INDICATOR
TARGET FOR 2013
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.
Perception of personal and
property safety
95.5%
SATISFIED
PASSENGERS
(SURVEY)
REGULARITY OF SERVICE (AND FACILITY PUNCTUALITY)
INDICATOR
TARGET FOR 2013
The quality of a service is also determined by punctuality.
SAT is constantly improving the timely performance of airport services.
n° of delays due to
airport/ total n° of
departures
Overall n° of delays/
total n° of departures
n° of lost bags/
1.000 pax
0,3%
(MONITORING ON
TOTAL N° OF
FLIGHTS)
(MONITORING ON
TOTAL N° OF
FLIGHTS)
21% 0.03
N°OF DELAYS N°OF DELAYS N°OF LOST BAGS
(MONITORING)
12

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.
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)
Maximum amount of time
to first passenger landing
MAXIMUM
WAITING TIME
FROM BLOCK ON
IN 90% OF CASES
(RANDOM
MONITORING)
Overall perception of
regularity of services
94.5%
SATISFIED
PASSENGERS
(SURVEY)
CLEANLINESS AND HYGIENIC CONDITIONS
INDICATOR TARGET FOR 2013
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.
Perception of restroom
cleanliness and
functionality
(SURVEY)
Perception of level of
airport cleanliness
(SURVEY)
93% 96%
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
AIRPORT COMFORT
INDICATOR
TARGET FOR 2013
The Airport must be a comfortable environment.
SAT supplies systems and services that make
the passenger feel at ease, while moving inside the terminal.
Perception of availability
of baggage trolley
SATISFIED
PASSENGERS
(SURVEY)
Perception of efficiency of pax
transfer systems
lifts, moving
walkways,
escalators
94%
SATISFIED
PASSENGERS
(SURVEY)
13

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.
INDICATOR
Perception of efficiency of
climate control system
(SURVEY)
Overall perception of
comfort level
95% 95.5%
TARGET FOR 2013
(SURVEY)
ADDITIONAL SERVICES
INDICATOR
TARGET FOR 2013
The airport must answer to all passenger needs.
SAT has developed new shops and commercial
facilities for the comfort and the entertainment of passengers.
Perception of availability/quality/price:
Shops / News-agents
(SURVEY)
Perception of availability/quality/price:
Bar/Restaurants
(SURVEY)
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
14

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.
INDICATOR
Overall perception of efficacy
of information
95%
SATISFIED
PASSENGERS
(SURVEY)
Toll Free number:
8000 18849
Internet:
www.pisa-airport.com
TARGET FOR 2013
DESK SERVICES AND COURTESY
INDICATOR
TARGET FOR 2013
Quality is measured also by the way services are performed.
SAT is deeply aware of this and invests to develop staff
professionalism and courtesy.
Perception of staff
courtesy
(SURVEY)
Perception of staff
professionalism
(SURVEY)
96.5% 96.5%
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
DESK AND GATE SERVICES
INDICATOR
TARGET FOR 2013
Once at the airport passengers want to check-in and board rapidly.
SAT tries to constantly reduce operation times.
Waiting time at check-in*
* Standard not appicable for low-fares airlines
Perception of check-in
queuing time
(RANDOM
MONITORING)
(SURVEY)
6’45” 92.5%
IN 90% OF CASES
SATISFIED
PASSENGERS
15

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.
INDICATOR
Baggage X-Ray control
waiting time
(RANDOM
MONITORING)
Perception of passport
control queuing time
TARGET FOR 2013
(SURVEY)
IN 90% OF CASES
SATISFIED
PASSENGERS
GROUND TRANSPORTATION (EFFECTIVNESS OF CITY/ AIRPORT CON-
INDICATOR
TARGET FOR 2013
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.
Perception of availability, frequency,
punctuality and price of city/airport
connections
(SURVEY)
Perception of clear and
understandable access signage
(SURVEY)
95.5% 92.5%
SATISFIED
PASSENGERS
SATISFIED
PASSENGERS
16

AIRPORT
34

AIRPORT: PARKINGS
West Car Park
Multi level car park
Short-term car park
East Long stay car park
Park for chauffeur driven car rental
Car Rental Terminal
Terminal
Tourist Coaches Park
Car Rental Parking
35

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 specifically
dedicated facilities for
both the disabled and persons
with reduced mobility:
• Reserved car park spaces
in the nearest parking areas
to the passenger terminal
(short stay and multistorey
car park)
• Toilet facilities with adapted
sanitary services
• Handrails and elevators
(with tactile pathways) to access
the services available 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 pacemakers and
wheelchairs)
• Ramps - mobile lounges -
with lift access to facilitate
wheelchair passenger boarding
• In addition boarding of
electric wheelchairs owned
by disabled passengers or
passengers with reduced
mobility is allowed (except
for wheelchairs powered by
extractable 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 airport
ticket counter. The passenger
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 responsible
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 retained.
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 departure
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 reduced
mobility passengers the
airline might require further information
about the necessary
assistance, transport/use of
medical devices and/or walking
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 (indicated
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 departure,
within the time limits defined
by the law (DOC 30
ECAC).
Should there be no booking or
if booked after the above-mentioned
time limit (48 hours prior
to flight departure), SAT will
however guarantee assistance
services (if there are still suitable
seats available ), but it may
take longer to take action.
On departure - If you need special
assistance, designated airport
personnel is available (free
of charge) to accompany you
personally during all the phases
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 reasonable
request in order to offer
you a complete, efficient and
continuous service during your
entire transit inside the air terminal.
On arrival - If you wish special
assistance, staff in charge is
available, (free of charge) to
accompany you personally
during every phase of your arrival,
i.e. from landing (even by
means of special equipment)
to the collection of your baggage
and wheelchair, to the
customs inspection procedure
through to your transportation
to the arrivals area of the passenger
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 passengers.
These start from the
call boxes on the pavements;
they go inside the
terminal and arrive at the
main servoces: ticket counter,
check-in counters, security
checks and boarding
gates.
There are also tactile maps
at the main entrances which
give the main service positions.
BATHROOMS
There are bathrooms for reduced
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 mobility
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 assistance
staff will give the necessary
help to reach a safe
place.
This staff is familiar with the
escape routes and emergency
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.
26

Bus/Pisa-Mover Bus/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 facilities
that are at your disposal
in our airport.
There are parking places reserved
for disabled and reduced
mobility passengers.
These can be found in the main
parking areas nearest the passenger
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 departures.
You can ask the driver to
take you to the nearest assistance
call phone.
By PisaMover Bus
Since December 2013 to the
end of december 2015 PisaMover
Bus links Pisa Airport to
Pisa Central Station in 8 minutes
everyday, from 6 a.m. to 12
p.m.; departures each 10 minutes.
At Pisa Central Station, the stop
is located coose to platform 14,
from which you can easily reach
the other platforms and station’s
main entrance.
Passengers can request assistance
on the train directly from
the italian railway “sale blu” by
calling the national number for
customer care 199 303 060
(available from 7 a.m. to 9 p.m.).
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 transport
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
ARRIVALS
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
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.
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.
20 minutes
100% should wait for no longer than
30 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
96%
SATISFIED
PASSENGERS
Accessibility to all
airport services
93%
SATISFIED
PASSENGERS
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 (
4’29”
IN 90%
OF CASES
RANDOM
MONITORING)
Waiting time for
departing passengers
(MONITORING)
(MONITORING)
Availability of assistance
on request
95%
SATISFIED
PASSENGERS
(MONITORING)
Dedicated areas
available
99%
SATISFIED
PASSENGERS
(MONITORING)
ARRIVING 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
11’ 46”
IN 90%
OF CASES
( RANDOM
MONITORING)
Waiting time for
arriving passengers
Availability of call system
inside the parking lot
99%
SATISFIED
PASSENGERS
Availability of call
system inside the
terminal
92%
SATISFIED
PASSENGERS
(MONITORING)
(MONITORING)
EFFICIENCY OF ASSISTANCE
Availability of adeguate
information and
communication
99%
SATISFIED
PASSENGERS
Number of passengers that reach the
airplane in time for pre-boarding and
departure compared to the total number of
passengers that requested assistance
100%
(MONITORING)
(MONITORING)
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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
MINISTRY OF TRANSPORTATION
Direzione Aeroporto
POLICE
CUSTOMS
ITALIAN FINANCE POLICE
AIRPORT MEDICAL OFFICE
-VACCINATIONS
ENAC
+39 050 44325
+39 050 931711
+39 050 91661
+39 050 49574
+39 050 43076
+39 050 44325
+39 050 503775
AIRLINES
4U = Germanwings
AP = AirOne
AZ = Alitalia
BA = British Airways
DL = Delta Air Lines
DY = Norwegian Air Shuttle
EN = Air Dolomiti
FR = Ryanair
HV = Transavia
199 257 013
892 444
892 010
+39 02 696 336 02
892 057
+47 21 490 015
+39 045 288 6140
895 895 8989 / 895 969 7900
899 099 901
OTHERS
LH = Lufthansa
199 400 044
BANK AND CURRENCY EXCHANGE
EXCHANGE BUREAU
PHARMACY
RADIO TAXI PISA
AIRLINE BAGGAGE DELIVERY SERVICE
+39 050 41288
+39 050 99 11 712 / +39 050 2200700
+39 050 500363
+39 050 541600
+39 050 48653
LS = Jet2.com
U2 = Easyjet
VY = Vueling
W6 = Wizzair
BV = Blue Panorama
AY = Finnair
199 404 023
199 201 840 / 899 678 990
899 399 888
899 018 874
+39 06 989 566 66
199 4000 99
SK = Scandinavian Airlines
+39 02 72 011 156
TK = Turkish Airlines
+39 051 376 422 22
JN = New Livingston
+39 0331 267333
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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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