PISA INTERNATIONAL AIRPORT
GALILEO GALILEI
CHARTER OF SERVICES
2013
1
CUSTOMER CARE IS THE FOCAL POINT OF SAT’S BUSINESS
FOREWORD
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. 2012 - The 2012 results show a significant improvement in both passenger 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 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 departure 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 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 through strategy and management maintaining the high standard of services provided. The development of the infrastructures has seen the completion of the link between terminals A and B and the enlargement of some areas of the passenger 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 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. 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 services and structures
2
SAT’S MISSION IS: “INCLUDING TUSCANY IN THE GLOBAL NETWORK OF COMMUNICATION AND CULTURAL, SOCIAL AND ECONOMICAL EXCHANGE” SAT’S POLICY
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
SHAREHOLDERS
EMPLOYEES
INSTITUTION
CUSTOM
MARKET OPERATORS
SUPPLIERS COMMUNITY
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, consistent with SA8000:2008 regulation requirements, in compliance with the UNI EN ISO 14001:2004 regulation requirements on environmental management and in compliance with theUNI EN ISO 9001:2008 on quality
Gerardo Teta
management.
3
QUALITY > Pursuing a continuous improvement of the services offered, in terms of customer’s satisfaction both inside and outside (efficiency of the integrated system).
SAT’S POLICY
> Granting the efficiency of the company, through the achievement of processes and the organization of resources > Assuring the suitability and effectiveness of the communication processes both inside and outside the company. > Improving SAT’s visibility and image on the reference markets.
Gerardo Teta
> Pursuing the rationalization and optimization of the airport concession, by managing the existing infrastructures and defining the expansion areas for a suitable infrastructural development, to satisfy the Stakeholders’ requirements.
4
SOCIAL ACCOUNTABILITY > Neither using nor indirectly supporting the use of children’s labour and that of imposed labour.
SAT’S POLICY
> Providing selection, employment, training, remuneration and management of employees without discrimination. > Assuring a safe and healthy workplace 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 collective bargaining. > Assuring that both third parties and suppliers working at the airport site apply the same standards fixed by SAT. > Aiming at the constant improvement 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
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.
SAT’S POLICY
> 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 synergies. > 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 environmental 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 Manager yearly approves the company improvement 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
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.
Gerardo Teta
Thus, in order to provide successful solutions, SAT constantly monitors and approves both its own quality standards and procedures and those of all subsidi-
WHAT IS OUR “CHARTER OF SERVICES“ 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.
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:
tors, measuring the actual quality of services provided by means of daily checks and quarterly customer care surveys.
1. Travel safety
In our surveys, we ask passengers to evaluate the services offered grading them as follow: Excellent, Very good, Good, Insufficient, Poor, Very bad. (*)
2. Personal and property safety 3. Regularity of services 4. Cleanliness and hygienic conditions 5. Airport comfort
Thus SAT commits itself to:
6. Additional services
• Formally declare its level of service;
7. Service for passengers with reduced mobility
• systematically achieve planned standard
8. Public information services
• levels of service;
9. Desk services and courtesy
• constantly monitor its actual performance;
10. Desk and gate services 11. Ground transportation The standards of such services are assessed by means of quality/quantity performance indica-
the
• inform its Clients about the results achieved by • annually updating the Charter of Services.
CH OF SEARTER R V IC E S
*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
INDICATOR
Air travel security starts on ground. SAT assures a careful service with up to date technologies.
Perception of carry-on-bags check
TARGET FOR 2013
(SURVEY)
95.5% SATISFIED PASSENGERS
PERSONAL AND PROPERTY SECURITY
INDICATOR
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
TARGET FOR 2013
(SURVEY)
95.5%
SATISFIED PASSENGERS
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
n° of delays due to airport/ total n° of departures (MONITORING ON TOTAL N° OF FLIGHTS)
0,6% N°OF DELAYS
Overall n° of delays/ total n° of departures
n° of lost bags/ 1.000 pax
(MONITORING ON TOTAL N° OF FLIGHTS)
21%
N°OF DELAYS
(MONITORING)
0.1%
N°OF LOST BAGS
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.
INDICATOR
TARGET FOR 2013
maximum amount of time to return baggage from the first to the last
Maximum amount of time to first passenger landing
(RANDOM MONITORING) MAXIMUM WAITING TIME FROM BLOCK ON
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.
(RANDOM MONITORING) MAXIMUM WAITING TIME FROM BLOCK ON
IN 90% OF CASES
SATISFIED PASSENGERS
IN 90% OF CASES
INDICATOR
TARGET FOR 2013
Perception of restroom cleanliness and functionality
Perception of level of airport cleanliness (SURVEY)
(SURVEY)
96%
SATISFIED PASSENGERS
The Airport must be a comfortable environment. SAT supplies systems and services that make the passenger feel at ease, while moving inside the terminal.
(SURVEY)
94.5%
93%
AIRPORT COMFORT
Overall perception of regularity of services
SATISFIED PASSENGERS
INDICATOR
TARGET FOR 2013
Perception of availability of baggage trolley
Perception of efficiency of pax transfer systems (SURVEY)
SATISFIED PASSENGERS
lifts, moving walkways, escalators
(SURVEY)
94%
SATISFIED PASSENGERS
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.
INDICATOR
TARGET FOR 2013
Perception of efficiency of climate control system
Overall perception of comfort level (SURVEY)
95%
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.
(SURVEY)
95.5%
INDICATOR
TARGET FOR 2013
Perception of availability/quality/price: Shops / News-agents
Perception of availability/quality/price: Bar/Restaurants
(SURVEY)
SATISFIED PASSENGERS
(SURVEY)
SATISFIED PASSENGERS
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.
INDICATOR
TARGET FOR 2013
Overall perception of efficacy of information
Toll Free number: 8000 18849
(SURVEY)
Internet: www.pisa-airport.com
95.5% SATISFIED PASSENGERS
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.
INDICATOR
TARGET FOR 2013
Perception of staff courtesy
Perception of staff professionalism (SURVEY)
96.5%
96.5%
SATISFIED PASSENGERS
DESK AND GATE SERVICES Once at the airport passengers want to check-in and board rapidly. SAT tries to constantly reduce operation times.
(SURVEY)
SATISFIED PASSENGERS
INDICATOR
TARGET FOR 2013
Waiting time at check-in* * Standard not appicable for low-fares airlines
Perception of check-in queuing time
(RANDOM MONITORING)
6’45”
IN 90% OF CASES
(SURVEY)
92.5% SATISFIED PASSENGERS
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.
INDICATOR
TARGET FOR 2013
Baggage X-Ray control waiting time
Perception of passport control queuing time (SURVEY)
(RANDOM MONITORING)
IN 90% OF CASES
GROUND TRANSPORTATION (EFFECTIVNESS OF CITY/ AIRPORT CONThe 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.
SATISFIED PASSENGERS
INDICATOR
TARGET FOR 2013
Perception of availability, frequency, punctuality and price of city/airport connections
Perception of clear and understandable access signage
(SURVEY)
95.5% SATISFIED PASSENGERS
(SURVEY)
92.5% SATISFIED PASSENGERS
15
AIRPORT MAPS: GROUND FLOOR
LEGENDA
AIRPORT SERVICES Information Office
Luggage Storage
Airport Police
Stairs
Baggage Claim
Departures
Passport Control
Lift
Security Control
Arrivals
Cafè/Bar
Escalator
Check-in A/B
Cash Machine
Food Services
Chemist’s
Ticket Office
Exchange Office
Meeting Point
Airline Ticket Office
Drugstore
Family Room and Rest Area
Assistance Lost Baggage
Shopping Area
Airline Lounge
First Aid
Toilette
SHOPPING AREA
FOOD SERVICES
LIFT AND STAIRS
TOILETTE
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AIRPORT MAPS: FIRST FLOOR
LEGENDA
AIRPORT SERVICES Business Center
Departures
Stairs
Banking Services
Cash Machine
Lift
Chapel
Cafè/Bar
Escalator
Security Pass Office
Food Service
SHOPPING AREA
FOOD SERVICES
LIFT AND STAIRS Shopping Area
Sala Vip Hair Stylist Passport Control
TOILETTE
Internet Point Airport Police Toilette
17
AIRPORT MAPS: EXTERNAL AREA
LEGENDA
AIRPORT BUILDINGS
RAILWAY
RENT A CAR PARK
SAT PARKING AREA
PRM Call Points “Pisa Aeroporto” Train Station Taxi Rent a Car with Driver
Tourist Coaches
Long-Stay Car Park
Cargo Village
Multi-Storey Car Park
Rent a Car Terminal
Short-Stay Car Park
Passenger Terminal
Long-Stay Car Park
Rent a Car Park
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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;
SECURITY CHECK POINTS > Follow Enac regulations regarding liquids on board and/or click on: www.enac-italia.it/SecurityIn formative/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.
> Read carefully the departure time as shown in your ticket;
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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.
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.
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.
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
DEAF
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
Passenger is hearing-impaired.
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.
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 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)
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
In this way, the passenger who
nated areas, to the customs
with the European Regulation
communicates his/her arrival
and security inspections, also
1107/06 and the relative ENAC
at the airport within the right
during possible waiting times
circular letter, the assistance
time (from external call points)
at the airport (if requested)
provided for (and waiting times
or at the check-in counter (in-
and during boarding (even by
indicated in the Regulation) will
dicated by the airline or at least
means of special equipment).
be guaranteed to the disabled
one hour prior to departure ),
The
passenger or passenger with
will be accompanied during the
strives to satisfy any reasona-
reduced mobility only if the
necessary phases from arrival
ble request in order to offer
passenger specifically makes a
at the airport to flight depar-
you a complete, efficient and
request for assistance (on de-
ture, within the time limits de-
continuous service during your
parture and on arrival) at the
fined by the law (DOC 30
entire transit inside the air ter-
time of booking his/her flight
ECAC).
minal.
Should there be no booking or
On arrival - If you wish special
if booked after the above-men-
assistance, staff in charge is
tioned time limit (48 hours pri-
available, (free of charge) to
or to flight departure), SAT will
accompany
In order to guarantee a suitable
however guarantee assistance
during every phase of your ar-
service (free of charge) for re-
services (if there are still suita-
rival, i.e. from landing (even by
duced mobility passengers the
ble seats available ), but it may
means of special equipment)
airline might require further in-
take longer to take action.
to the collection of your bag-
(at least 48 hours prior to flight departure) to the airline / travel agency /tour operator that books the flight.
formation about the necessary assistance,
transport/use
of
medical devices and/or walking aids and the need for guide dogs.
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-
dedicated
you
personnel
personally
gage 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
BATHROOMS
Tactile pathways have been
duced mobility passengers
provided in the airport for
in all the areas. They can be
visually impaired passen-
located thanks to the tactile
gers. These start from the
maps, information screens
call boxes on the pave-
and signs.
ments; they go inside the
There are bathrooms for re-
main servoces: ticket coun-
DEDICATED ROOM FOR REDUCED MOBILITY PASSENGERS
ter, check-in counters, secu-
There is a special waiting
rity checks and boarding
room where reduced mobil-
gates.
ity passengers can stay if
There are also tactile maps
they have a longer wait.
terminal and arrive at the
at the main entrances which give the main service positions.
25
FIRST AID
ARCHITECTURAL BARRIERS
EVACUATION IN CASE OF EMERGENCY
ambulance on stand by is
There are no architectural
In case of an emergency
provided 24/7 inside the
barriers to limit the access
and evacuation of all or part
passenger terminal next to
to any part of the airport.
of the terminal the assistan-
the information/left lugga
Ramps and lifts suitable for
ce staff will give the neces-
wheelchair
sary help to reach a safe
The first aid facility with an
are
located
around the airport; the lift
place.
buttons are also written in
This staff is familiar with the
Braille.
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/train/taxi/own conveyance Own conveyance
By taxi
By bus
The Pisa Galilei international
The taxi drop off is near depar-
Pisa
Airport can be reached by car,
tures. You can ask the driver to
reached thanks to an extensive
taxi, train or bus.
take you to the nearest assis-
network of city buses and
tance call phone.
coaches which connect Pisa to
We would like to give you some
By train
use better the services and fa-
The terminal can be reached by
cilities that are at your disposal
two railway connections: a di-
in our airport.
rect train to/from Pisa central
There are parking places re-
railway station, a service to/
served for disabled and re-
from Florence with some stops.
mobility
passengers.
These can be found in the main parking areas nearest the pas-
your return air ticket and your
Passengers can request assis-
every day from 7:30 to 24:00.
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 website http://www.cpt.pisa.it
These are free of charge, show
The parking pay desk is open
Tuscany.
the airport building to which it
is an assistance call phone.
your car.
easily
phone contract ) or consult the
is connected by a covered pe-
parking kiosk when you pick up
be
The platforms are 40mt from
senger terminal. See map.
disability parking badge at the
can
the main towns and cities of
useful information in order to
duced
airport
destrian walkway where there
However the buses are not equipped with a platform or safety harness for wheelchairs.
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)
27
QUALITY STANDARDS The assistance will respect the interventions times established by the 30 ECAC DOC, which lists the following waiting times.
ASSISTENCE SERVICES EFFICIENCY ARRIVALS
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
b. For Non Pre-Booked Departing Customers 80% of passengers should not wait longer than 25 minutes;
c. For Pre-Booked Arriving Customers (Notification given by the carrier) Assistance should be available at the gate-room / aircraft side for:
d. For non pre-booked Arriving Customers 80% of customers within 25 minutes of “on chocks” 90% within 35 minutes
90% should wait for no longer than 35 minutes
80% of customers within 5 minutes of “on chocks”
100% should wait for no longer than 45 minutes.
90% within 10 minutes
100% within 45 minutes.
100% within 20 minutes.
100% should wait for no longer than 30 minutes.
28
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
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
Accessibility to all airport services
Waiting time for departing passengers
IN 90% OF CASES
SATISFIED PASSENGERS
SATISFIED PASSENGERS
(MONITORING)
(MONITORING)
Availability of assistance on request
4’59” 96.3%
96%
(RANDOM MONITORING)
ARRIVING PASSENGERS
Dedicated areas available
97.9%
99%
SATISFIED PASSENGERS
UNIT OF MEASUREMENT: waiting time before assistance is provided at the gate/airplane from last passenger disembark
SATISFIED PASSENGERS
(MONITORING)
(MONITORING)
Efficiency of Assistance: arriving passengers with/without reservation
(RANDOM MONITORING)
12’36”
Waiting time for arriving passengers
IN 90% OF CASES
Availability of call system inside the parking lot
99%
SATISFIED PASSENGERS
(MONITORING)
Availability of adeguate information and communication
99%
Availability of call system inside the terminal
94.8% SATISFIED PASSENGERS
(MONITORING)
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
100%
SATISFIED PASSENGERS
(MONITORING)
(MONITORING)
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
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
+39 050 849300
LOST & FOUND OFFICE
+39 050 849400
SAT CARGO AGENCY
+39 050 849350
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USEFUL TELEPHONE NUMBERS
AIRPORT AUTHORITIES MINISTRY OF TRANSPORTATION AND CIVIL AVIATION POLICE CUSTOMS
AIRLINES +39 050 44325
4U = Germanwings
199 257 013
AF = Air France
892 057
AP = AirOne
892 444
AZ = Alitalia
892 010
+39 050 931711 +39 050 91661
ITALIAN FINANCE POLICE
+39 050 49574
BA = British Airways
+39 02 696 336 02
AIRPORT MEDICAL OFFICE VACCINATIONS
+39 050 43076
DL = Delta Air Lines
892 057
DY = Norwegian Air Shuttle EN = Air Dolomiti
OTHERS
FR = Ryanair BANK AND CURRENCY EXCHANGE EXCHANGE BUREAU PHARMACY RESTAURANT BAR Servair Airchef RADIO TAXI PISA AIRLINE BAGGAGE DELIVERY SERVICE
+47 21 490 015 +39 045 288 6140 899 552 589 / 899 482 482
+39 050 41288
HV = Transavia
899 099 901
+39 050 99 11 712 / +39 050 2200700
LH = Lufthansa
199 400 044
LS = Jet2.com
199 404 023
+39 050 500363 +39 050 43550
LZ = BelleAir
+39 026 101 448
U2 = Easyjet
199 201 840 / 899 678 990
VY = Vueling
899 399 888
W6 = Wizzair
899 018 874
+39 050 541600 +39 050 48653
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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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