Service Charter Geasar 2016 - Aeroporto di Olbia Costa Smeralda

SERVICE CHARTER 2016
SERVICE CHARTER 2016
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 E.N.A.C.. 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.
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SERVICE CHARTER 2016
AIRPORT MANAGEMENT COMPANY
By obtaining the Forty-Years Concession, Geasar confirms its
role of handler for the operations and management activities
performed in Olbia Airport, such as:
The Company Geasar S.p.A. 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 (0.2%). The subsidiaries Eccelsa Aviation S.r.l. and
Cortesa S.r.l. belong to the Group.
• 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 S.r.L.) or other
services.
GEASAR S.P.A.
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SERVICE CHARTER 2016
All the activities are performed with the aim of:
• ensure compliance with the the basic principles of equality and impartiality, nondiscrimination, the right to information, continuity, participation, efficiency and
effectiveness in accordance with DPCM 30.12.1998 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 2015, 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 18001 regulations has been
certified by Det Norske Vedritas (DNV). It attests that Geasar S.p.A., 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.
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SERVICE CHARTER 2016
CORTESA S.R.L.
The Company
ECCELSA AVIATION S.R.L.
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 1S0 14001 and ISO 9001
Quality System.
The Company was founded at the end of the year 2006 in order to distinguish the
activities of the Geasar Group from the traditional airport’s activity. Cortesa,
completely controlled by Geasar, is under Geasar Group quality standard for the
environmental management system ISO 14001 and ISO 9001 Quality System,
deals with:
Parking services: 6 areas.
Retail services: there are 5 Karasardegna shops in the Airport and there is also
an online shop available on www.karasardegna.it;
Food & beverage services: there is an area outside the airport called Karakiosk,
Grain and Grapes, where you can enjoy fresh pasta, handmade, the Karafood
self-service restaurant the airside snack-bar Kara cafè, offering an open space
dedicated to smokers, the Ice-cream shop Kara Ice, the high profile catering
management for the private airline at the Eccelsa Terminal. The new concept
Wine bar “Cosas Bonas” born for the promotion and marketing of Sardinian
food, Karaitaly the new space of regional Italian products, the new Time In Jazz
Bar offers italian food and live music.
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SERVICE CHARTER 2016
OPENING HOURS
Restaurants, bars and shops
from 6.00 a.m. to 8.00 p.m.* 365 days/year
*earliest closing time, depending on flights schedule
Left luggage deposit
From 7.00 a.m. to 10.00 p.m.
Airport
24 hours/day
Car park
24 hours/day
Free parking
for disable
WiFi Service available
all over the terminal
WiFi TV Service available
all over the terminal
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Carta dei servizi 2016
THE TERMINAL MAP
FIRST FLOOR
B
DEPARTURES GATE
ARRIVALS
LAND SIDE
B
GROUND FLOOR
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SERVICE CHARTER 2016
SERVICES
Information
FACILITIES
Escalators
AREAS
AIRPORT BODIES
Check in
Police
Security check
ATM
Lift
Baggage reclaim
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
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
* Passengers with Riduced Mobility
LEGEND
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SERVICE CHARTER 2016
DATA SHEET
Check-in desks
33
Gates
10
Fingers
5
Aircraft stands (incl. General Aviation)75 *
Parking areas
3
Self-manoeuvring
Surface Area of Air Terminal
42.000 sm
Maximum passenger capacity
4.500.000
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.
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SERVICE CHARTER 2016
SPECIAL ASSISTANCE
Geasar S.p.A., 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 stalls 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.
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SERVICE CHARTER 2016
CAR PARKING MAP
AND RESERVED PARKING FOR REDUCED MOBILITY PASSENGERS
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SERVICE CHARTER 2016
HOW TO REACH
THE AIRPORT
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SERVICE CHARTER 2016
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 A.S.P.O.
For information and schedules visit www.aspo.it
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.
www.aeroportodiolbia.it/eng/airport/connection/from-the-main-centers
Companies operating to and from the airport:
• Deplano ph. 0784 29 50 30
• Sunlines
ph. 348 26 09 881 / 0789 18 333 15
• Turmo Travel
ph. 0789 21 487
• ARST
ph. 0789 553000
BY TAXI
Taxis are available on the ground floor, in front of the Terminal exit. For
information, please contact: - ph. +39 O789 69150
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SERVICE CHARTER 2016
USEFULL NUMBERS
Facilities, shops and restaurants
Kara Sardegna (prodotti e artig. Sardo)
0789 563470
Grain & Grapes
0789 563513
Kara Kiosk
0789 563450
Kara Food
0789 563517/ 516
Kara Cafè
0789 563405
Cosas Bonas
0789 563415
Time In Jazz Music Bar
0789 563722
Meet and Great
0789 563721
Abbigliamento Ambrosio
0789 67042
Fly Sistema Valigia Sicura
033 1777154
Immobilsarda
0789 909000
Yamamay
0789 67104
Libreria Feltrinelli
0789 69306
Olbia Fly Shop
078967042
Ottica Priarone
0789 66261
Carpisa
0789 66291
Cuore by Alan
0789 1714569
Trade News (edicola molo)
392 5558151
T-shirt point Terresarde
0789 563470
Centro Musica
0789 23443
Jaked
0789 072781
Studio Odontoiatrico Flyng Dental
0789 66825
CAR RENTAL
A.M. Service
0789 68884
Auto Europa (Sicily by Car, Dollar e Thrifty)
0789 642030
Avis
0789 69540
Ellepi Autonoleggio
0789 69055
Europcar Italia S.p.A.
0789 69548
Gold Car
0789 66517
Hertz Italiana S.p.A.
0789 69389/66024
Interrent
338 6138376
Locauto
0789 68979
Maggiore Rent S.p.A.
0789 69457
Noleggiare S.r.l.
0789 67178
Mida Rent
0789 645233
Ruvioli Reant a Car
0789 69733
Sardinya Autonoleggio
0789 69367
Sixt rent a Car
0789 645108
Smeralda Express s.n.c.
0789 69192
Olbia Costa Smeralda Airport
Airport information
0789 563444
Geasar
FAX 0789 563490 0789 563400
www.olbiairport.it - info@ geasar.it
Eccelsa aviation
FAX 0789 563481 0789 563480
First aid
0789 563457
Parking
0789 563471
Lost / Found
0789 563456
TICKET SALES
Meridiana
Air Berlin
Easy Jet
Wookita tour operator
AIRPORT BODIES
Enac - D.A. Olbia
Enav
Police
Finance Police
Customs
Military Police
Fire Dep.
89 29 28
199 400 737
199 201 840
0789 52940
0789 69101
0789 644600
0789 641059
0789 69496
0789 69494
0789 64450
0789 69502
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SERVICE CHARTER 2016
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 nonSchengen 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 +39 0789 69494.
For more information: www.agenziadogane.it.
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 +39
0789 563457.
Air Health
USMAF Porto Torres Offices - 335 7262831
Rome Offices - 06 59944824 / 06 59949142
You should visit the website www.viaggiaresicuri.it 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 +39 0789 563 471.
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 +39 0789 563 471.
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.
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SERVICE CHARTER 2016
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SERVICE
CHARTER 2016
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 14001 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 2015 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 14001.
• 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.
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SERVICE CHARTER 2016
Quality indicators
QUALITY INDICATOR
PERFORMANCE 2015
TARGET 2016
TRAVEL SECURITY
.
.
98,6%
97%
.
.
99,3%
97%
.
.
1. Perception on overall security levels on passengers and hand baggage Check
PERSONAL AND PROPERTY SECURITY
2. Perception on overall personal and property security level at the airport
REGULARITY aND PUNCTUALITY OF THE SERVICE
3.
4.
5.
6.
7.
8.
Overall on-times flights
Total misrouted departing baggage pieces
Waiting time before first baggage delivery
Waiting time before last baggage delivery
Waiting time on board for first passenger disembarkation
Overall perception on airport services regularity and punctuality
CLEANING AND HYGIENE
9. Perception on toilets cleanliness and functionality
10. Perception on terminal cleanliness
80,6%
0,9%o
19’
30’
2’57”
98,5%
MEASUREMENT
.
% satisfied passengers
.
% satisfied passengers
.
80%
Overall on-time flights on all departing flights
1%o Number of non delivered pieces at destination/1.000 departing passengers
First piece (in 90% of cases)
19’
Last piece (in 90% of cases)
29’
Waiting time from arrival in 90% of cases
3’
% satisfied passengers
96%
.
.
94,6%
99,5%
93%
97%
.
% satisfied passengers
% satisfied passengers
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SERVICE CHARTER 2016
QUALITY INDICATOR
PERFORMANCE 2015
TARGET 2016
.
.
97,8%
99,0%
95,1%
97,5%
94%
96%
95%
95%
.
.
93,8%
92,6%
98,0%
98,2%
n.a.
87,6%
82,9%
82,4%
90%
90%
98%
95%
n.a.
90%
83%
83%
COMFORT DURING YOUR STAY IN AIRPORT
11.
12.
13.
14.
Perception on baggage trolleys availability
Perception on passengers transfer systems efficiency (lifts, escalators, people mover, ecc...)
Perception on air conditioning efficiency
Overall perception on comfort level
COMPLEMENTARY SERVICES
15.
16.
17.
18.
19.
20.
21.
22.
Perception on the wi fi connectivity in the terminal
Perception on the availability of points for charging mobile / laptop, in public areas, where present
Compatibility of airport and bars opening times
Perception on the adequacy of Smoking Rooms, where present
Perception on the availability of providers of free drinking water, if present
Perception on availability / quality prices of shops and newspaper stands
Perception on availability / quality/prices of bars and restaurants
Perception on availability of drinks / coffee vending machines supplied
MEASUREMENT
.
% satisfied passengers
% satisfied passengers
% satisfied passengers
% satisfied passengers
.
% satisfied passengers
% satisfied passengers
% of dep. and arr. flights compatible with the opening times of bars in the respective areas
% satisfied passengers
% satisfied passengers
% satisfied passengers
% satisfied passengers
% satisfied passengers
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SERVICE CHARTER 2016
QUALITY INDICATOR
PERFORMANCE 2015
TARGET 2016
.
.
96,3%
92,7%
97,5%
99,0%
92,7%
90%
95%
96%
90%
93%
.
.
99,0%
11’21”
96,6%
3’21”
99,0%
90%
10’
93%
4’
90%
.
.
95,2%
87,0%
90%
86%
CUSTOMER INFORMATION SERVICE
23.
24.
25.
26.
27.
Easy-to-browse and updated website
Perception on efficiency of operating infomation points
Perception on clarity and efficiency of indoor signs
Perception on professionality of staff (infopoints and security checkpoints)
Overall perception on efficiency and availability of customer information services
AT THE GATE / SECURITY COUNTER SERVICES
28.
29.
30.
31.
32.
Perception on ticket counter service
Queuing time at check-in
Perception on queuing time at check-in
Waiting time at security check
Perception on queuing time at passport control
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
MEASUREMENT
.
% satisfied passengers
% satisfied passengers
% satisfied passengers
% satisfied passengers
% satisfied passengers
.
% satisfied passengers
Waiting time in 90% of cases
% satisfied passengers
Waiting time in 90% of cases
% satisfied passengers
% satisfied passengers
% satisfied passengers
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SERVICE CHARTER 2016
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 2015
TARGET 2016
.
.
2’
3’
Waiting time in minutes in 90% of cases
4’
5’
Waiting time in minutes in 90% of cases
2’19”
3’
Waiting time in minutes in 90% of cases
2’19”
3’
Waiting time in minutes in 90% of cases
.
.
100%
100%
96%
96%
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
MEASUREMENT
.
.
% satisfied PRM
% satisfied PRM
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SERVICE CHARTER 2016
QUALITY INDICATOR
PERFORMANCE 2015
TARGET 2016
.
.
95,0%
95%
97,0%
96%
93,5%
96%
.
.
100%
0%
100%
0%
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
10. Number of responses on time compared to the number of requests for information received
11. Number of complaints compared to the total tra­ffic of PRM
MEASUREMENT
.
% 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
.
% responses in due time on the total number of requests
% complaints received on the total tra­ffic of PRM
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SERVICE CHARTER 2016
QUALITY INDICATOR
PERFORMANCE 2015
TARGET 2016
.
.
100%
95,0%
98%
96%
% satisfied PRM
% satisfied PRM
100%
98%
% satisfied PRM
.
.
100%
100%
96%
98%
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
MEASUREMENT
.
% satisfied PRM
% satisfied PRM
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SERVICE CHARTER 2016
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, email 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 S.p.A
Customer Relations Office
Olbia Costa Smerlada Airport
07026 Olbia (OT)
By email:
[email protected]
By fax at the number:
+39 0789 563401
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SERVICE CHARTER 2016
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 email to
[email protected]
suggestions / complaint
Geasar S.p.A
Ufficio Relazioni Clienti
Aeroporto Olbia Costa Smerlada
07026 Olbia (OT) - Italy
Reply to the customer within 30 days from receipt
GEASAR S.P.A.
Aeroporto Olbia Costa Smeralda - 07026 Olbia (Italy)
ph: +39 0789 563 400 - fax: +39 0789 563 401
email: [email protected]
www.olbiairport.it
Follow us on:
www.facebook.com/OlbiaAirport
www.twitter.com/Olbia_Airport
www.instagram.com/aeroporto_olbiacostasmeralda/
http://plus.google.com/105539292882483826012
www.youtube.com/channel/UCwcxtd_rzRS3d9Q_LXPZZvA