SERVICE CHARTER 2017 SERVICE CHARTER 2017

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2 SERVICE CHARTER 2017 The Service Charter is a tool which keeps travellers fully informed about the level of services that Costa Smeralda Airport guarantees, respecting the quality system and the Civil Aviation Authority ENAC It also represents a declaration of the commitment made to improve the quality of the service given The standard of services provided at Olbia Costa Smeralda Airport has been defined using indicators from statistic measurements, objective observations and surveys about the level of passenger satisfaction 2

3 GEASAR SPA AIRPORT MANAGEMENT COMPANY Geasar SpA is Olbia Airport management company It was established in 1985 and became operational in March 1989 after having obtained the management of the Airport and its facilities from the Ministry of Transport In September 2004, after 15 years of activity, the company received the concession for the whole management of the Airport for the next forty years The company shares are divided up as follow: Alisarda (79,8%), Sassari Chamber of Commerce (10%), Nuoro Chamber of Commerce (8%), Region of Sardinia (2%), Costa Smeralda Consortium (02%) The subsidiaries Eccelsa Aviation Srl and Cortesa Srl belong to the Group By obtaining the Forty-Years Concession, Geasar confirms its role of handler for the operations and management activities performed in Olbia Airport, such as: Handling services: ground assistance to passengers and scheduled / charter flights; General Aviation (Eccelsa Aviation Srl): ground assistance to passengers and private aircraft; Flight infrastructures (runway, apron, etc) and airport (air-terminal, commercial areas, car-parking, offices, etc) management and maintenance; Direct management of commercial activities (Cortesa SrL) or by clients 3

4 All the activities are performed with the aim of: ensure compliance with the the basic principles of equality and impartiality, non-discrimination, the right to information, continuity, participation, efficiency and effectiveness in accordance with DPCM Mobility Charter being distinguished for the quality of services in terms of reception, elegance, courtesy and security; asserting the customers importance, continuously pursuing their satisfaction The performance made during 2016, based on service indicators of ENAC, confirms this commitment The Quality, Environmental, Occupational Health and Safety Integrated System complying with ISO 9001, ISO 14001, and OHAS regulations has been certified by Det Norske Vedritas (DNV) It attests that Geasar SpA, which pursues a policy of continuous improvement, is able to provide a service of the highest standards whilst fully respecting the environment and the regulations in the workplace 4

5 CORTESA SRL The Company ECCELSA AVIATION SRL The Company Eccelsa Ayiation is a company established by Geasar in 2007 in order to guarantee a high quality service to the Private Aviation sector: Aircraft, Passengers, Crew Handling services, Maintenance, Aerotaxi, Elitaxi hangarage, Hotel Accommodation, Top Quality Inflight catering, Limousine service, Luxury Cars, Yacht rental Eccelsa Aviation assures the assistance for ell the aviation related and tourist services it also boasts a small retail area where passengers can relax and enjoy a tie shopping either just after they arrive on the Costa Smeralda or before they depart Eccelsa Aviation is under Geasar Group quality standard for the environmental management system 1S and ISO 9001 Quality System The company, 100% owned by Geasar, was founded at the end of the year 2006, with the aim to distinguish the group activities Cortesa is under Geasar group quality system for ISO 9001 and ISO for environmental system Cortesa has different lines of development: The parking facilities where manages 8 parking areas; The retail services Sardinian products branded Karasardegna with three stores; The e-commerce services Sardinian products wwwkarasardegnait; The retail services of typical Italian products Regional brand KaraItaly with one store; The Food and Beverage services: Karafood, a restaurant and bar/self service located at the entrance of the terminal; Karakiosk, a modern dining area/pizzeria outside the airport; Meet and Greet, a snack bar in the arrivals area; Time in Jazz snack bar, the dining area that celebrates the homonym International Music Festival; Grain and Grapes, a slow food refreshment bar and wine bar for those who love the fresh homemade pasta; Kara Cafe, a large bar/pizzeria snack in boarding area, which offers a outdoor garden for smokers; Sea Food, the concept bar dedicated to lovers of fresh fish; Cortesa Catering, the high-profile dedicated to private aviation catering service 5

6 OPENING HOURS Airport 24 hours/day Car park 24 hours/day Left luggage deposit From 700 am to 1000 pm Restaurants, bars and shops from 600 am to 800 pm* 365 days/year *earliest closing time, depending on flights schedule Free parking for disable WiFi Service available all over the terminal WiFi TV Service available all over the terminal 6

7 THE TERMINAL MAP FIRST FLOOR B DEPARTURES GATE ARRIVALS LAND SIDE B GROUND FLOOR 7

8 SERVICES FACILITIES AREAS AIRPORT BODIES Information Escalators Check in Police ATM Lift Baggage reclaim Security check Change Toilet Vip Lounge Customs Lost & found PRM Toilet Meeting and Business Centre Carabinieri Safe Bag Baby changing table Smooking area Restaurant Calling PRM Chapel * Passengers with Riduced Mobility Wine Shop / Wine Bar Trolleys University Snack Bar Car park paying point Airport gallery Shopping area PRM Entrance Car park PRM* Metting point PRM Room Bus park Taxis Tour Operators Car rental Bike box service Ticket Counter First aid Snacks / Drinks machine Recharging point for electrical devices Nursery not available LEGEND 8

9 DATA SHEET Check-in desks T1 33 Check-in desks T2 4 Gates 16 Fingers 5 Aircraft stands (incl General Aviation) 75* Parking areas 3 Self-manoeuvring Surface Area of Air Terminal sm Maximum passenger capacity Commercial areas 3000 sm Car parking capacity 1700 Total surface of the airport 300 ha *27 apron 1 26 apron 2 22 apron 3 GUIDE TO AIR TERMINAL SERVICES The new Air Terminal was opened in July 2002 and then completed in June 2004 Its modern and elegant architecture blends perfectly with the surrounding countryside To offer to the passengers a pleasant waiting before the flight it s available a Vip lounge located in the departures area near Gate 1 it s an area of about 240 square meters, completely renovated in 2015, and the Fast Track service, access to boarding area, avoiding the queues, through the security check In the summer 2016 it was realized the second terminal for charter flights acceptance 9

10 SPECIAL ASSISTANCE Geasar SpA, with effect from 26 July 2008 implements the requirements of Regulation (EC) No 1107/2006 concerning the rights of persons with disabilities and persons with reduced mobility when traveling by air (PRM) Olbia Costa Smeralda airport guarantees to persons with disabilities and reduced mobility, all the support services during the departure, the transit and the arrival Passengers with disabilities receive a service carried out by experienced and qualified personnel during airport operations This service is ensured, even in cases where the request was not made during the booking process Dedicated services: Sala Amica - waiting rooms reserved for Passengers with Reduced Mobility, located on the ground floor, before security gates; wheelchairs - service available for passengers with Reduced Mobility, is provided upon arrival and departure; lift - access for wheelchairs, panel with information in Braille; elevator (ground support equipment) - available for boarding and disembarkation of passengers also accompanied, on the aircraft; parking facilities - the airport has in the Main Park 32 parking lots reserved for the disabled These parking are free of charge, for exemption from paying must be submitted to the staff, the badge of disabled people The card must be exposed in the car during the stop; Meeting Point is located in the arrivals area 10

11 CAR PARKING MAP AND RESERVED PARKING FOR REDUCED MOBILITY PASSENGERS 11

12 SERVICE CHARTER 2017 HOW TO REACH THE AIRPORT From Nuoro: State Highway 131 DcN From Cagliari: State Highway 131 DcN FromSassari: State Highway 199 From San Teodoro: State Highway 125 South From Porto Cervo: State Highway 125 North Upcoming access road 12

13 Olbia Costa Smeralda airport is located near the city center, which is only 4 km BY CAR (see map at page 12) Coming from Nuoro: State Highway 131 DcN Coming from Cagliari: State Highway 131 DcN Coming fromsassari: State Highway 199 Coming from San Teodoro: State Highway 125 South Coming from Porto Cervo: State Highway 125 North Upcoming access road URBAN TRANSPORT The urban transport service is guaranteed by the company ASPO For information and schedules visit wwwaspoit BY BUS For information and schedules click on the link of the airport s website where are the bus timetables that directly connect Olbia Airport with the main centers of the island and vice versa wwwaeroportodiolbiait/eng/airport/connection/from-the-main-centers Companies operating to and from the airport: Deplano ph Sunlines ph / Turmo Travel ph ARST ph BY TAXI Taxis are available on the ground floor, in front of the Terminal exit For information, please contact: - ph +39 O

14 USEFULL NUMBERS Facilities, shops and restaurants Kara Sardegna (prodotti e artig Sardo) Grain & Grapes Kara Kiosk Kara Food / 516 Kara Cafè Cosas Bonas Time In Jazz Music Bar Meet and Great Abbigliamento Ambrosio Fly Sistema Valigia Sicura Immobilsarda Yamamay Libreria Feltrinelli Olbia Fly Shop Ottica Priarone Carpisa Forexchange Trade News (edicola molo) T-shirt point Terresarde Centro Musica Jaked Studio Odontoiatrico Flyng Dental CAR RENTAL AM Service Auto Europa (Sicily by Car, Dollar e Thrifty) Avis Ellepi Autonoleggio Europcar Italia SpA Gold Car Hertz Italiana SpA /66024 Interrent Locauto Maggiore Rent SpA Noleggiare Srl Mida Rent Only Sardinia Ruvioli Reant a Car Sardinya Autonoleggio Sixt rent a Car Smeralda Express snc Olbia Costa Smeralda Airport Airport information Geasar FAX wwwolbiairportit - info@ geasarit Eccelsa aviation FAX First aid Parking Lost / Found Business Center TICKET SALES Meridiana Air Berlin Easy Jet Wookita tour operator AIRPORT BODIES Enac - DA Olbia Enav Police Finance Police Customs Military Police Fire Dep

15 GENERAL INFORMATION DOCUMENTS At the check-in desk, a valid ID card or valid passport is required; at security checkpoints, a boarding card is required Depending on the destination, further documentation may be requested, in accordance with applicable immigration rules PASSPORT CONTROL Coming from an Italian destination or from a Schengen country and leaving for a non-schengen country or vice versa, you must go through passport control A security check is also provided to transit passengers from non- Schengen countries to all destinations Customs Office and VAT Refund The offices of the Customs are located in the arrivals area The Passengers resident outside the European Union can obtain a refund of the sales of goods purchased in Europe The refund request must be delivered at the point tax refund at the airport in the departures area The customs or currency controls for arriving passengers are always provided Phone For more information: wwwagenziadoganeit First aid The First Aid provides health assistance 24 hours, all days of year to the entire Airport population Assistance is carried out even outside the surgery with the help of mobile units advanced depending on the type event If necessary call the First Aid at the following number Air Health USMAF Porto Torres Offices Rome Offices / You should visit the website wwwviaggiaresicuriit or prevention measures to be followed depending on the destination of the trip Luggage storage Luggage storage is located in front of the terminal, at the parking area The service is available daily from 7 am until 22 pm For information, please contact the parking area Phone Bike point The airport has a dedicated box to cyclists within the P1 car park, located opposite the terminal In Bike Point are an equipped workbench for the small maintenance of the bicycle and a library that offers the most interesting publications on Sardinia, with maps and cycling guides The technical support is free For information, please contact the parking area Phone Luggage trolleys The luggage trolleys available to the passenger are free, you can take it inserting a coin of 50 cents, 1 euro or 2 euro which will be returned upon release in the collection points Other services Airport Wi-Fi free, currency exchange, charging stations of electronic devices (PC, mobile, tablet), soft drink machines / snack, luggage sealing service, out of size baggage drop-off ATM available 15

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17 SERVICE CHARTER 2017 The commitment to the environment and environmental policy of the Geasar Group Geasar is aware that an economic strategy aimed at reducing the environmental impact of its activities, is, beyond the legal obligations, a key element for its success, for the operation of the airport, to the satisfaction of users and meets the needs for environmental improvement expected by the local context in which the company operates In order to identify and manage the direct and indirect environmental impacts since 2009 Geasar has implemented an Environmental Management System certified according to the ISO international standard The disposal of waste products, both urban and special, happens differently promoting the recovery and recycling rather than disposal, in this process are involved all parties operating in the airport environment As for the energy efficiency it is implemented a careful policy of natural resource saving and raw materials In 2016 despite the increase of the number of passengers who transited in the airport,the consumption of water coming from the aqueduct (water supply system), diesel and electricity have been cut The irrigation of green areas was made using both the water treated by the Terminals that of wells in water purification services, while reducing energy consumption were made interventions plant with installation of light sensors with management automatic ignition and shutdown, also have been replaced many outdated lights with high-efficiency systems The environmental policy of Geasar materializes in following actions: Guarantee that its activities are conducted in accordance with applicable requirements of law Implement and maintain an effective environmental management system certified by an accredited third institution in accordance with the requirements of UNI EN Make every effort in terms of organization, operations, and technology to prevent the pollution of water, air, and soil Minimize the consumption of energy, water, and raw materials in general by monitoring systematically their consumption in order to steer the management s strategy towards technologically innovative solutions supporting a sustainable development Optimize the management of waste by facilitating, when possible, its recycling and reuse rather than its disposal Interact in a proactive manner with all stakeholders in order to address and solve all environmental problems Sensitize and involve all airport system stakeholders for a responsible commitment oriented to respect and safeguard the public heritage embodied by the environment where they operate Identify environmental objectives and targets integrated with business development projects Ensure that the environmental policy here presented and its management system are understood, implemented and maintained at all management levels and that the system is supported by regular and systematic formation and training activities Ensure this document is available to the general public 17

18 Quality indicators QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT TRAVEL SECURITY 1 Perception on overall security levels on passengers and hand baggage Check 95,3% 97% PERSONAL AND PROPERTY SECURITY 2 Perception on overall personal and property security level at the airport 94,8% 97% REGULARITY and PUNCTUALITY OF THE SERVICE 3 Overall on-times flights 4 Total misrouted departing baggage pieces 5 Waiting time before first baggage delivery 6 Waiting time before last baggage delivery 7 Waiting time on board for first passenger disembarkation 8 Overall perception on airport services regularity and punctuality 77,5% 1,2%o ,6% 80% 1%o % Overall on-time flights on all departing flights Number of non delivered pieces at destination/1000 departing passengers First piece (in 90% of cases) Last piece (in 90% of cases) Waiting time from arrival in 90% of cases CLEANING AND HYGIENE 9 Perception on toilets cleanliness and functionality 10 Perception on terminal cleanliness 91,3% 97,3% 93% 97% 18

19 QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT COMFORT DURING YOUR STAY IN AIRPORT 11 Perception on baggage trolleys availability 12 Perception on passengers transfer systems efficiency (lifts, escalators, people mover, ecc) 13 Perception on air conditioning efficiency 14 Overall perception on comfort level 90,0% 93,5% 95,4% 95,0% 94% 96% 95% 95% COMPLEMENTARY SERVICES 15 Perception on the wi fi connectivity in the terminal 16 Perception on the availability of points for charging mobile / laptop, in public areas, where present 17 Compatibility of airport and bars opening times 18 Perception on the adequacy of Smoking Rooms, where present 19 Perception on the availability of providers of free drinking water, if present 20 Perception on availability / quality prices of shops and newspaper stands 21 Perception on availability / quality/prices of bars and restaurants 22 Perception on availability of drinks / coffee vending machines supplied 75,9% 87,4% 98,5% 95,1% na 89,1% 76,7% 86,7% 90% 90% 98% 95% na 90% 83% 83% % of dep and arr flights compatible with the opening times of bars in the respective areas 19

20 QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT CUSTOMER INFORMATION SERVICE 23 Easy-to-browse and updated website 24 Perception on efficiency of operating infomation points 25 Perception on clarity and efficiency of indoor signs 26 Perception on professionality of staff (infopoints and security checkpoints) 27 Overall perception on efficiency and availability of customer information services 87,6% 87,9% 94,7% 97,4% 95,0% 90% 95% 96% 90% 93% AT THE GATE / SECURITY COUNTER SERVICES 28 Perception on ticket counter service 29 Queuing time at check-in 30 Perception on queuing time at check-in 31 Waiting time at security check 32 Perception on queuing time at passport control 94,1% ,4% ,7% 90% 10 93% 4 90% Waiting time in 90% of cases Waiting time in 90% of cases TRANSPORT NETWORK / CITY - AIRPORT CONNECTION EFFICIENCY 33 Perception on availability of clear and comprehensible road signage 34 Perception on the suitability of city/airport connections 89,2% 86,0% 90% 86% 20

21 PRM Quality indicators Standard of Quality of Service available to disabled passengers and reduced mobility passengers in Olbia Costa Smeralda Airport according to Annex 1 of Circular ENAC GEN 02 A /2014 QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT Efficiency of services 1 Prebooked departing passengers: Waiting time for passengers from the time the assistance service has been requested at the arrival points located inside the airport 2 Non prebooked departing passengers: waiting time for passengers from the time the assistance service has been requested at the arrival points located inside the airport 3 Pre-booked arriving passengers: onboard waiting time for 90% of passengers from the time the last passenger leaves the aircraft 4 Non pre-booked arriving passengers: onboard waiting time from the time the last passenger leaves the aircraft Safety 5 General perception of status and functionality of means/equipment provided 6 Perceived adequacy of staff training % 98% % 96% Waiting time in minutes in 90% of cases Waiting time in minutes in 90% of cases Waiting time in minutes in 90% of cases Waiting time in minutes in 90% of cases % satisfied PRM % satisfied PRM 21

22 QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT Passengers Informations 7 Accessibility to the number of essential information accessible to visual, auditory and motor disabilities compared to the total number of essential information 8 Completeness of the number of information and instructions relating to the services offered and available in an accessible format compared to the total number 9 Perception of the effectiveness and accessibility of information, communications and internal Airport signage Passengers communication 95,0% 98,0% 98,0% 95% 96% 96% % essential information accessible on the total number of essential information % of information and instructions relating to the services in an accessible format compared to the total number of information and instructions % satisfied PRM 10 Number of responses on time compared to the number of requests for information received 11 Number of complaints compared to the total tra ffic of PRM 100% 0,01% 100% 0,01% % responses in due time on the total number of requests % complaints received on the total tra ffic of PRM 22

23 QUALITY INDICATOR PERFORMANCE 2016 TARGET 2017 MEASUREMENT COMFORT 12 Perception of the effectiveness of PRM assistance 13 Perceived level of accessibility and usability of airport infrastructure: parking intercoms call, dedicated rooms, toilets, etc 14 Perception of waiting areas dedicated to PRM Behavior 15 Perception of staff courtesy (info points, security, personnel dedicated to special assistance) 16 Perception of professionalism of the staff dedicated to the special assistance of PRM 98% 98,7% 98% 100% 100% 98% 96% 98% 96% 98% % satisfied PRM % satisfied PRM % satisfied PRM % satisfied PRM % satisfied PRM 23

24 COMPLAINTS AND SUGGESTIONS Geasar has drawn up a form for complaints or suggestions outlined here below The postcards can be found in the boxes on the check in desks, or you can send your comments by mail, or fax The same criteria can be used for refund requests Claims must clearly state your name, surname, address, episode description with particular regard to the date Geasar will forward a reply within 30 days Complaint / suggestions by mail, send to: Geasar SpA Customer Relations Office Olbia Costa Smerlada Airport Olbia (OT) By servizioclienti@geasarit By fax at the number:

25 COMMUNICATING WITH GEASAR Your suggestions / complaints are precious to us for improving the quality of our services Please fill in the card and send it to our address or send an to servizioclienti@geasarit suggestions / complaint Geasar SpA Ufficio Relazioni Clienti Aeroporto Olbia Costa Smerlada Olbia (OT) - Italy Reply to the customer within 30 days from receipt

26 GEASAR SPA Aeroporto Olbia Costa Smeralda Olbia (Italy) ph: fax: info@geasarit wwwolbiairportit Follow us on: wwwfacebookcom/olbiaairport wwwtwittercom/olbia_airport wwwinstagramcom/olbia_airport wwwyoutubecom/channel/ucwcxtd_rzrs3d9q_lxpzzva