CUSTOMER EDITORIAL SURVEY SUMMARY OPERATIONS: IMPLEMENTATION UPDATES OPERATIONS: 4OUR PERFORMANCES 8ACKNOWLEDGEMENT

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1 CUSTOMER REPORT 2017

2 1 EDITORIAL CUSTOMER 2 SURVEY SUMMARY OPERATIONS: 4OUR PERFORMANCES 7 OPERATIONS: IMPLEMENTATION UPDATES 8 CUSTOMER FOCUS 8ACKNOWLEDGEMENT

3 EDITORIAL I m very pleased to introduce you our Customer Report for 2017, a year marked by significant implementation of operational procedures and technologies. We achieved several milestones, among which Free Route Italy enabling to save 30 million kg of fuel as well as Roma TMA reorganisation with the introduction of R-NAV procedures with associated benefits in terms of flight predictability and optimized descent profiles. Internationally, we have fostered synergies to partnering in technology innovation and strategic alliances with key ATM players addressing the main challenges the aviation industry has to face today: we are involved in the deployment and coordinated rasionalisation of air navigation systems, the growing need for digilitalisation and virtualization of ATM platforms, as well as satellite technologies, drones and UTM. We have complemented this approach to continued dialogue with our users which allows for a common direction on the way forward. That s why engaging customers is key for us. Last year we signed cooperation agreements with airlines and we involve them since the early beginning of new implementation plans throughout the entire cycle of operations. These changes have been possible thanks to reinforced partnerships which link us with our aviation stakeholders in a common desire to improve air transport safety levels, while making it more punctual, more flexible and with an improved environmental footprint. This framework is clearly paying off as the opportunities and benefits of improving the flow of communication with our customers are substantial. We embrace this vision and support collaborative decisions and solutions to date, and we are committed to furthering consensus on operational improvements and solutions. The Customer Report is an important milestone for us: with a clear vision and common roadmap, our plans will succeed in connecting performance and technology, thereby offering our customers an important tool for preparing their future performances and investment decisions. The next chapters will ensure that together we can continue to deliver highperforming solutions and heading to common targets. Maurizio Paggetti Head of Air Navigation Service Directorate

4 CUSTOMER SURVEY SUMMARY YOUR SATISFACTION RATING: 4.0/5.0 E very year, we ask you to rate us on the quality of air navigation services and performances. In 2017, we achieved our highest-ever score, 4 out of 5. We are extremely pleased with what is an overall positive assessment, considering the effect of significant technical and operational implementation such as the full deployment of Free Route Italy and Roma TMA reorganisation. These changes have nonetheless entailed an impact on users and the high level of satisfaction from your side is undoubtedly encouraging us to continue along codesign and shared improvements. 4.1 AIRSPACE ORGANISATION Thanks to all who contributed to the survey. It s something we take seriously and follow up on, and we do wish to share the main findings with you all. TOP SCORES Make the airspace more efficient and effective is among our top priorities and we are satisfied with your strongest scores here. You rated our airspace organisation, fully flight efficiency oriented, 4.1. You also gave us an excellent 4.3 on our Free Route airspace (FRAIT) organisation that from December 2016 allows airline customers to fly the most direct route from an entry to an exit point in our airspace regardless the standard network. Further, you ranked 4.1 our overall punctuality, acknowledging that en-route traffic recorded no delays. We also work hard to build effective relationship with our customers, strongly convinced that this contributes to better understand your requirements and meet your expectations quality-wise. Your feedbacks show that you really appreciated this approach, rating our customer relationship activities 4.5. Thanks to those of you who helped us getting consensus and buy-in on shared goals. 4.3 FREE ROUTE We are happy with your scores. This encourages us to continuously enhance our services as there is still scope for further progress on common targets. 2 Customer Report 2017

5 4.1 PUNCTUALITY AREAS OF IMPROVEMENT 4.5 CUSTOMER RELATIONSHIP Roma TMA airspace reorganisation based on P-RNAV approaches routes and new ATC management tools have represented a huge change in daily operations, so far performed by intense radar vectoring. We did our utmost to provide customer with more predictability and flight efficiency through trombones taking into account our users needs. Nevertheless, your feedbacks have pointed out that this transition took longer time to reach the benefits we have worked for. We will continue refining our work and will keep you posted on the progress made. We are also working on activities that strongly impact airline performances when on the ground. We are cooperating with local handlers and airports to enhance the integration between A-CDM and airport layout. In parallel, we are devoting efforts to improve current operational procedures with airport top advanced technologies. 3

6 OPERATIONS: OUR PERFORMANCES WHAT S IN FOR EN-ROUTE? FREE ROUTE ITALY - FRAIT W e are particularly proud of having been among the first Providers to implement such an important operational concept - four years before the terms set forth by European Regulation 716/2014. With FRAIT implementation, we have mostly completed our airspace reorganisation started in Free Route is now available for any aircraft that intends to fly part of its route above 11,000 metres. RNAV ROMA FCO AIRPORT T he flexibility offered by PBN procedures, and more specifically by RNAV, has allowed us to customise the design process according to specific operational requirements and airspace constraints, such as military reserved areas. The implementation of the PBN procedures in Italy has granted the optimisation of the airspace, with consequent improvement in operational management, increasing airspace capacity and predictability. In 2017, Free Route allowed us to increase traffic by a factor of 4%, with an overall traffic trend of 2.79%; in parallel, this permitted airlines to reduce distance flown saving around 30 million kg of fuel with lowered CO₂ emissions into the environment. If we assume an average cost of aviation fuel of 0.74 Euro per kg, the benefit for carriers exceeded 22 million Euros. This result has been achieved thanks to two key factors: technological development and the quality of our operational staff. We are particularly proud to implement an important project such as FRAIT and to offer airlines flying over italy a service that increasingly meets their needs, while maintaining maximum levels of safety. Roberta Neri - ENAV CEO Taking benefit from advanced aircraft performances, we implemented new arrival routes in accordance with PBN (Performance Based Navigation) developing new approach routes known as Trombones at Roma Fiumicino airport in May Your early involvement in the procedure design and post-implementation was of paramount importance since it permitted a series of refinement cycles basing on the operational feedbacks you gave us. 4 Customer Report 2017

7 EN-ROUTE FACTS & FIGURES Total IFR flights 2017: 1,656,594 (+2.79%) Total overflights 2017: 558,634 (+2.92%) Average daily flights: 4,539 (+3.07%) DATALINK We have always been proactively involved in major international innovation of aeronautical communications, where future solutions for ground-onboard connectivity have been tested. Building on these initiatives, we have implemented datalink services at Brindisi ACC with a stepwise approach and progressive upgrades of volume of data exchanged between on-board and ground based systems. These implementation activities have increasingly allowed us to gain a comprehensive and structured experience in the DL communications domain, which will pave the way to the wider platform of initiatives on which Europe will build its future ATM Datalink Communication Infrastructure. We have greatly benefited from the feedbacks received from airlines who accepted our invitation to perform datalink trials in identified slots. Flight test activities will be continued in the next future to fully exploit technology and operational solutions. Thanks to airlines which will be participating in our forthcoming DL experimental activities. Fuel Saved 30 Million Kg -95 MLN KG CO2 5

8 OPERATIONS: OUR PERFORMANCES WHAT S IN FOR AIRPORTS? C onvinced that airports are important nodes in the ATM system, we are working hard to increase performances and advance on daily operational procedures. It is for this reason that we are addressing a number of aspects from improving information exchange and decision-making to enhancing air traffic control and meteorological forecasting. Our perfomances for 2017 are in line with the previous monitoring period with some improvements at Fiumicino airport that registered around one minute taxi time less vs TOTAL FLIGHTS (+3%) We have refined de-icing procedures with the support of airport operators in A-CDM airports at Venezia Tessera, Milano Linate & Milano Malpensa; by doing so, we have attained fully integration with A-CDM process, and the Network Manager Operations Centre (NMOC) is now provided with more reliable data. We are particularly pleased to have reinforced stronger cooperation with Airport Operators through the creation of an ad hoc steering group tasked to harmonise A-CDM procedures and to exchange best practices & lessons learned so as to meet users expectations as much as possible. In parallel, we have encouraged the dialogue with airlines by planning a calendar of meetings attended by pilots and controllers to ease the discussion on daily operations and related issues which are better tackled by the staff directly involved in. 6 Customer Report 2017

9 OPERATIONS: IMPLEMENTATION UPDATES In May 2018 we will be giving the go-ahead for free route operations over Italian airspace lowering the limit to FL305. Downing Free Route Operations to FL305 will allow an additional reduction in fuel consumption estimated in around 6,6 million of kg with decreased CO₂ emissions into the environment. We plan to review the lines of responsibility for the airspaces assigned to the four Area Control Centres (ACCs), according to the changed traffic flows that affected Italy during Summer; we have consolidated the major streams and consequently modified the lateral limits of the areas of responsibility of the single ACC to avoid trajectories flying steadily along the borders or even entering and leaving several times from two adjacent Centres. In this new scenario, the Italian airspace will be further portioned into vertical blocks to increase the operational configurations of the ACCs and respond to the weekly and seasonal variations in traffic demand. In this way, ENAV will guarantee maximum efficiency on both vertical and horizontal levels, accommodating expected traffic growth. In addition, the new integrated radar label and Data Link CPDLC operations will be operational in Padova, Milano and Roma ACCs shortly (Brindisi Control Centre already implemented it in late 2016); the same applies for new arrival routes (STAR) PBN-RNAV or Trombones, which will be soon implemented in Milano Area. In the next two years, we will be able to progress significantly towards advanced airport operations, too. A new tower system with digital electronic flight strips will be put into operations at Milano Malpensa which will be the landmark for advanced A-SMGCS (Advanced-Surface Movement Guidance and Control System) functions. Roma Fiumicino and Milano Malpensa will see the implementation of Datalink functionalities such as Digital ATIS (Automatic Terminal Information Service) and Datalink Departure Clearance which will reduce workload through a fully automated transmission of weather conditions and initial departure clearance, reducing the number of controller-pilot radio contacts required. Further enhancements are being introduced thanks to the implementation of High Intensity Runway Operations (HIRO) which will optimise separation of aircraft on final approach and minimise runway occupancy time for both arriving and departing aircraft thus increasing runway capacity. Arrival spacing will be adjusted in accordance with demand to optimise runway throughput. This is based on reduced airborne arrival times and delays as well as reduced taxi times as runway throughput increases. Further Naples (operating since March 2018), A-CDM implementation programme will continue at Bergamo airport; in addition, Advanced Tower Concept will be put in operations in most of Italian airports. In conclusion, we are investing in innovation in the airport environment to provide customers with the most advanced technologies that will allow for more flexibility and cost-efficiency in our service provision. We will move beyond airport collaborative decisionmaking (A-CDM), continue to design new work processes and harness the potential of next-generation technologies, enhancing our performances through increased digitalisation and full automatisation. 7

10 CUSTOMER FOCUS E NAV strongly recognise the value of working in partnership. Our Customer Relationship is intended to support ENAV in its efforts to build effective relationships with customers. In 2017, we boosted transparent dialogue and true understanding with a view to further improve our likelihood of delivering solutions ever closer to customers expectations. We have worked alongside customers to address their most pressing issues and we are being involved in strategic aviation developments on a worldwide scale. Focusing on operational priorities, we signed noteworthy cooperation agreements with airlines to ease open relationships: we gained mutual benefits, identified areas of improvement, shared solutions and targeted mutual operational performance enhancements. We have also established Safety Cooperation Agreements, convinced that partnering in this domain is pivotal as working side by side contributes to identify risks and prevent safetyrelated issues. As examples, we have networked airlines and ENAV operational staff through awareness courses and other initiatives (e.g. familiarisation flights for Controllers and visits to ENAV operational sites for Pilot Crews) just to better understand how airline customers view ENAV and what they really expect from us now and in the future. Furthermore, in 2017 we signed a memorandum agreement with IATA to develop an Italian National Airspace Strategy. It builds on the success of recent airspace and wider ATM developments put in place by ENAV to respond to the Single European Sky objectives, and to further support modernization and improvements in safety, environmental performance, operational effectiveness, cost efficiency and business continuity. In line with our focus on customers and partners, this Strategy - with the full involvement of Italy s Civil Aviation Authority and other Stakeholders will support the uptake of new technologies and operations, thus contributing to the growth of European air transport through efficiency and innovation. We are also involved to achieve cross-border operational harmonisation through alliances such Functional Airspace Blocks (FABs). ENAV strategic direction for the future of ATM is supported by our active participation in several programmes with European partners to accelerate the SESAR Deployment. We have endorsed the spirit of this initiative, which will provide benefits in terms of safety, environment, flight efficiency, connectivity (including interoperability), cost efficiency and business continuity. In line with its strategy, ENAV will drive the development of innovative concepts of operations and technologies: we are building on demo trials that were successfully performed in the past such as digital control towers that will be the biggest transformation in this air traffic control service since the introduction of radar, advanced satellite technologies in the CNS domain as well as the stepwise implementation of the Italian UTM, jointly with the Italian Civil Aviation Authority. This is most of what we are doing now and in the next future. We look forward to posting further updates on progress and its benefits. ACKNOWLEDGEMENT 61% of our Customers responded this year to the survey. The percentage increases to 93% considering our 15 Top Customers. Thanks to Airliners who devote time and resources to build a betterintegrated environment. These efforts will enrich the whole aviation community, enhancing each other performances and keeping our business targets aligned as much as possible with yours. 8 Customer Report 2017

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12 STAY IN TOUCH Via Salaria, 716 I Rome (Italy) Released by Air Navigation Service Directorate Graphics by Brand Development ENAV 2018