Ministero delle Infrastrutture e dei Trasporti Gestione Governativa

Ministero delle Infrastrutture e dei Trasporti
Gestione Governativa Navigazione Laghi
Maggiore, di Garda e di Como
Mobility
Charter
gt
o
La
e
on
ghi
es relatin
Navig
ti
du
ate
t
all the righ
ts
a
nd
h
ug
o
hr
th
e
r vi
se
ces of Na
vi
g
a
zi
2011 edition
INDEX
1.
2.
3.
4.
5.
6.
7.
8.
WHAT IS THE MOBILITY CHARTER?
GENERAL RULES
WHO WE ARE
CONTACTS
THE NETWORK
THE FLEET
FACTORS OF QUALITY
EXTRACT OF TRANSPORT CONDITIONS
- ADMITTANCE FOR CARRIAGE
- FARES
- CARRIAGE OF CHILDREN/TEENS
- CARRIAGE OF VEHICLES
- VALIDITY OF TICKET
- INTERMEDIATE STOPS
- COLLECTIVE TICKETS FOR GROUP TRAVEL
- ROVER TICKETS
- SEASON TICKETS
- CARRIAGE OF ACCOMPANIED BAGGAGE
- TRANSPORTATION OF GOODS
- PETS ACCOMPANYING PASSENGERS
- SPECIAL FARES
- REFUNDS
9. SPECIAL SERVICES AND HIRE
10. LOST PROPERTY
11. INSURANCE
12. USERS’ RIGHTS
13. USERS’ OBLIGATIONS
14. THE STAFF AND STAFF RULES
15. COMPLAINTS AND SUGGESTIONS
16. FUTURE PROSPECTS
1
1. WHAT IS THE MOBILITY CHARTER?
The Mobility Charter, or Service Charter, is a document that all companies
providing public services are obliged to draw up in compliance with
specific legislative provisions, such as the Directive of the President of
the Council of Ministers, 27th January 1994, Law no. 273 of 11th July
1995 and the Decree of the President of the Council of Ministers, 30th
December 1998.
More than just a formal obligation to be fulfilled by all companies,
however, this document presents a valid opportunity for radically
changing the relationship between the companies providing public
services and the citizens as users of these transport services.
The Mobility Charter, in fact, is an important tool for constantly
improving the quality of the service offered, providing a tangible solution
to the needs of customers in order to realise an efficient and sustainable
transport service in respect of both users and the environment.
By adopting the Mobility Charter, Gestione Governativa Navigazione
Laghi Maggiore, di Garda e di Como (the State Management of the
‘Navigazione Laghi’ ferry services for lakes Maggiore, Garda and Como)
undertakes precise commitments and duties towards its customers,
enabling them to compare their own experience of the service with the
declarations of the company in full respect of the rules.
The Mobility Charter is also a way for the company to introduce itself and
the services it offers.
With the issuing of the Mobility Charter Gestione Governativa
Navigazione Laghi Maggiore, di Garda e di Como sets itself the following
goals:
improvement of the quality of services;
improvement of relations between users and the company.
2
2. GENERAL RULES
In the context of the planning, regulation and control of a public transport
service, Gestione Governativa Navigazione Laghi Maggiore, di Garda e
di Como undertakes to guarantee, to the benefit of its users, full respect
of the three fundamental principles on which its activity is based: equality
and fairness, continuity, efficiency of the service and participation.
EQUALITY AND FAIRNESS
Gestione Governativa Navigazione Laghi Maggiore, di Garda e di Como
guarantees equal treatment for all citizens, regardless of nationality,
language, gender, religion and political convictions. Moreover, all persons
with limited mobility due to disabilities, age or other reasons are
guaranteed the possibility of receiving assistance and making use of the
services at similar conditions to those available to other citizens, while
undertaking for the future to improve accessibility and assistance,
adopting measures created for such purpose, compatibly with the
financial capacity of the company.
CONTINUITY
The primary task of Gestione Governativa Navigazione Laghi Maggiore,
di Garda e di Como is to guarantee continual and regular services without
interruptions, with the exception of situations of force majeure, fortuitous
events and all other incidences for which the company providing the
service is not liable.
Should the continuity of the service be compromised due to such
circumstances, Gestione Governativa Navigazione Laghi Maggiore, di
Garda e di Como undertakes to apply all the necessary measures,
including those of an informative nature, in order to limit as much as
possible the interruption of the service and the resulting inconvenience
to users.
In the event of strikes, Gestione Governativa Navigazione Laghi
Maggiore, di Garda e di Como shall provide in advance all the necessary
information regarding the guaranteed minimum services.
EFFICIENCY OF SERVICE AND PARTICIPATION
In providing the scheduled public service, the Company gives major
3
importance to constant improvement from the point of view of efficiency
and effectiveness and in an operational, technical and organisational
context.
Regarding such, Gestione Governativa Navigazione Laghi Maggiore, di
Garda e di Como participates in and dialogues with organisms of
organised representation (company associations) and strives to involve
customers directly in improvement projects by collecting suggestions and
assessments from users.
3. WHO WE ARE
GESTIONE GOVERNATIVA NAVIGAZIONE LAGHI
MAGGIORE, DI GARDA E DI COMO
Coinciding with the introduction of steam engines, 1826-1827 marked
the beginning of the business-based scheduled public ferryboat service
on the lakes Maggiore, Garda and Como, in consideration of the need
to adopt a fast and efficient system as an alternative to the
4
more classic road transport service, regarded as being too slow and
inadequate in the light of the development of industry and, consequently,
that of commerce in the various lake areas. In this first year the
steamships ‘Verbano’ and ‘Lario’, owned by Impresa Lombardo-SardoTicinese, were launched on Lake Maggiore and Lake Como respectively.
In the following year, thanks to the same company, the scheduled public
service was extended to include also Lake Garda, with the launching of
the steamship ‘Arciduca Ranieri’, thereby defining definitively the
responsibilities of the company, which have remained unaltered to this
day.
The private management of a scheduled public service on Lakes
Maggiore, Garda and Como proceeded with the inevitable development
of its organisation, in consideration of the changing demands that
occurred over the years until 1948 when, due to extensive damage to the
fleet and fixed instalments on the lakes caused by bombings in the Second
World War, the concessionary companies were forced to close down their
businesses as they were unable to cope with the difficult post-war
situation.
The State takeover made it possible to guarantee (albeit in a transition
phase) the running of the scheduled public service on the three lakes until
1957, the year in which the State, through the Office for Civil Motoring
and Transport Concessions of the Ministry of Transport, passed a law
based on which it assumed responsibility for reorganising scheduled
public services by appointing a ‘Gestione Governativa’ (Government
Management) and launching a phase for the technical reorganisation and
economic turnaround of the new ‘Gestione Governativa dei servizi
pubblici di linea di navigazione sui Laghi Maggiore, di Garda e di Como’.
An intense activity of modernisation, refurbishment, rationalisation and
improvement of the scheduled public service run by the Gestione
Governativa enabled the service to achieve a high level of competivity.
The workforce of the Gestione Governativa today numbers around 700
units (including seasonal workers and contractors) comprising the
General Management, based in Milan, and three subsidiary Operations
Management units situated in Arona for Lake Maggiore, Desenzano for
Lake Garda and Como for its own lake.
5
4. CONTACTS
Direzione Generale
Via L. Ariosto, 21
20145 MILANO
Tel. +39 02.46.76.10.1
Fax +39 02.46.76.10.59
[email protected]
Direzione di Esercizio
Navigazione Lago Maggiore
Viale F. Baracca, 1
28041 ARONA (NO)
Tel. +39 0322.23.32.00
Fax +39 0322.24.95.30
[email protected]
Direzione di Esercizio
Navigazione Lago di Garda
Piazza Matteotti, 1
25015 DESENZANO D/G (BS)
Tel. +39 030.91.49.511
Fax +39 030.91.49.520
[email protected]
Direzione di Esercizio
Navigazione Lago di Como
Via Per Cernobbio, 18
22100 COMO
Tel. +39 031.57.92.11
Fax +39 031.57.00.80
[email protected]
800-551801
www.navigazionelaghi.it
number valid only in Italy
6
5. THE NETWORK
On Lakes Maggiore (Italian side), Garda and Como there are a total of 94
ferry ports which cover the entire perimeter of each lake, providing,
therefore, a complete and efficient service.
The ferry ports are distributed as follows:
Lake Maggiore
(Italian side)
25 ferry ports
(Swiss side)
11 ferry ports
7
The area in which the ferry ports are situated includes the regions of
Lombardy, Piedmont, Veneto and the Independent Province of Trento, as
well as the part of Switzerland on which Lake Maggiore borders.
Lake Garda
27 ferry ports
8
The ferry service across the lake is carried out only from certain ferry
ports and for certain stretches, in consideration of their particular
situation:
Lake Maggiore: Verbania-Intra / Laveno
Lake Garda: Maderno / Torri, Limone / Malcesine and
Desenzano / Riva
Lake Como: Bellagio / Cadenabbia / Varenna / Menaggio
Lake Como
42 ferry ports
9
6. THE FLEET
The fleet of Gestione Governativa Navigazione Laghi Maggiore, di Garda
e di Como is composed of 96 vessels:
N. 2 Paddle steamers
N. 42 Motorships
N. 8 Motorboats
N. 19 Ferries
N. 11 Hydrofoils
N. 14 Catamarans
10
Vessels are distributed by lake as follows:
Lake Maggiore: 1 steamer; 15 motorships; 1 motorboat; 5 Ferries; 3
hydrofoils; 5 catamarans (operating on the Italian side);
Lake Garda: 10 motorships; 7 Ferries; 3 hydrofoils; 6 catamarans; 1
motorboat.
Lake Como: 1 steamer; 14 motorships; 5 motorboats; 6 Ferries; 5
hydrofoils; 3 catamarans.
7. FACTORS OF QUALITY
The following details refer to a set of parameters expressed by indicators
showing the level of service offered by the Company.
TRAVEL SAFETY
Accidents involving passengers
(only those reported to Naviges)
63 accidents on board out of a total of
7,936,611 pax transported each year
Accidents involving embarked
vehicles
12 accidents on board out of a total of
698,517 vehicles transported each year
R.I.Na. classification
All the Company’s vessels have been
classified and provided with the highest
class certification by R.I.Na.
First intervention conditions
All the Company’s vessels are equipped
with radio communication systems
connected to the local Operations
Management units.
PERSONAL SAFETY OF PASSENGERS AND THEIR PROPERTY
Reports (theft, property damage,
harassment)(only reports to the Police)
0 reports out of a total of 7,936,611
passengers transported each year
11
ON-TIME PERFORMANCE AND SERVICE REGULARITY
Overall service regularity
On-time performance
(regardless of external factors)
171,262 trips according to scheduled
timetables out of a total of 172,172 trips
completed each year
97.65% of trips on time or less than 5
min. late
2.35% of trips between 5 and 15 min. late
CLEANLINESS AND HYGIENIC CONDITIONS ON BOARD
Frequency of ordinary cleaning
service
Daily on board of all the vessels in service
Frequency of extraordinary
cleaning service
Every 9 days
Frequency of restroom cleaning
service
3 times a day
TRAVEL COMFORT
Onboard accommodations
Air conditioning
Restroom availability
32,140,705 seats out of a total of
60,026,668 passages available to the
7,936,611 pax transported each year
25.97% of air-conditioned seats (summerwinter) out of 30,480 authorized seats
249 restrooms for 30,480 authorized seats
ADDITIONAL SERVICES
Additional services (bar service,
restaurants, self-service restaurants)
Available on board of 47.25% of the
Company’s vessels
SERVICES FOR DISABLED PASSENGERS
Carriage of disabled passengers
Restrooms for disabled passengers
AVAILABLE
39.56% of restrooms on board of the
Company’s vessels
12
PASSENGER INFORMATION
Availability of information
Average time (call centers included) 20’’
Availability of operators (call centers
included): 8.30-19.00 (summertime)
office hours: 8.00 - 16.30 (wintertime)
Communication of information
95.40% of the 96 vessels in service are
equipped with loudspeakers
Availability of timetables at ferry
ports
All 94 ferry ports
LEVEL OF SERVICE OF INFORMATION AND TICKET POINTS
74 land ticket points of sale
Points of sale open to the public
Collection of complaints and
suggestions
on dedicated registers
Reply time to complaints and
suggestions:
seven days
EMISSION LEVEL
ultra low sulphur diesel fuel
(less that 10 ppm)
Emission level
The results obtained by using this method are published every year to
certify the quality of the service offered by the Company. Every year the
Company shall prepare a summary report stating the results of the
previous year, which must be submitted to the Standing Committee for
the implementation of Mobility Charter established by the Presidency of
the Council of Ministers.
13
8. EXTRACT OF TRANSPORT CONDITIONS
ADMITTANCE FOR CARRIAGE
To be admitted for carriage, travellers must have a valid ticket issued by
one of the company’s land ticket points or by any other authorized points
of sale or booking offices of companies authorized to issue cumulative
tickets.
When tickets are bought on board of boats after departure a fixed
surcharge will apply. This extra charge is not due during the closing time
of land ticket offices.
FARES
The price of the tickets is specified in the official fare charts available to
the public.
The minimum price of standard and discount tickets cannot be lower than
the mandatory minimum charge.
Children reductions and special fares do not apply to Fast Service tickets.
Fares are subject without notice to any changes that may be made by the
Ministry of Transport and Infrastructure.
CARRIAGE OF CHILDREN/TEENS
Children up to four years (not yet turned) can travel free of charge, on
condition that they do not use a seat on their own and are accompanied
by an adult (an adult can accompany up to three children). Unless
otherwise specified, children from 4 to 12 years old (not yet turned) will
pay the reduced fare indicated in the Company’s fare charts and have the
right to occupy a seat.
CARRIAGE OF VEHICLES
Vehicles can be carried aboard of vessels paying the fares and under the
terms and conditions indicated in the fare charts of the Operations
Management units of each lake.
Gestione Governativa shall not be held liable for any damages caused
by embarked vehicles to third parties.
Any damages caused to equipment and goods owned by Gestione
Governativa by embarked vehicles aboard of the vessels shall be
charged to the drivers of the vehicles involved.
14
VALIDITY OF TICKET
Tickets are valid for the issue day only,
unless otherwise indicated on the
ticket.
INTERMEDIATE STOPS
One-way tickets and round trip tickets
do not include intermediate stops,
unless otherwise indicated or allowed
by special provisions.
Any unavoidable stops due to
connecting
services
are
not
considered intermediate stops.
COLLECTIVE TICKETS FOR GROUP TRAVEL
Special discount fares do apply to groups of students and large groups of
people.
ROVER TICKETS
Rover tickets are issued for scheduled trips aboard of ferries and/or ships.
Unless otherwise specified, holders of rover tickets are entitled to an
unlimited number of trips, on condition that they are included in the
timetables. Rover tickets are valid also on Fast Service ferries, but subject
to payment of an extra charge, if any.
Rover tickets are personal and are only valid for the days indicated on
the tickets.
SEASON TICKETS
Different types of season tickets are available to passengers travelling as
commuters.
15
CARRIAGE OF ACCOMPANIED BAGGAGE
Passengers are allowed to carry one piece of baggage containing personal
items each, free of charge, provided that it does not exceed the maximum
dimensions and weight limits indicated in the Company’s extract from
tariff and transport conditions. Excess baggage is subject to the payment
of the fees listed in the fare charts of the local Operations Management
units.
Prams, pushchairs and wheelchairs for disabled people are carried free
of charge and don’t require the purchase of special tickets.
TRASPORTATION OF GOODS
Transport of goods is allowed only in small lots, at the prices and
conditions indicated in the fare charts of the local Operations
Management units.
PETS ACCOMPANYING PASSENGERS
Dogs and other pets are allowed on board against payment of a ticket for
each boarded pet, with the exception of guide dogs, according to the
terms set forth in the Company’s extract from tariff and transport
conditions.
Small size pets must be kept in suitable pet cages or carriers.
Medium to big size dogs must always wear a muzzle and be kept on a
short leash. Small dogs are allowed without a muzzle, provided that they
are kept on a leash or on their owner’s knees.
Animals may not occupy a seat and must be accommodated in such a way
that they do not disturb the passengers.
Special conditions do apply to the admittance of animals on board of fast
vessels (hydrofoils and catamarans) e to restaurants.
SPECIAL FARES
Special discount fares are reserved to:
- visually impaired people and their companions;
- senior passengers;
- invalid and/or severely disabled people;
16
- voters;
- special fares can apply during promotional campaigns and events.
REFUNDS
Travellers can request a total refund of the ticket, except for the
deductions and restrictions mentioned in the next paragraphs, if the
passenger has renounced the journey in the following cases:
1) departure has been delayed by at least 60 minutes with reference to
its scheduled time or the trip has been cancelled;
2) traveller cannot leave by order of Public Authorities;
3) there is no available seat and/or boarding is not possible;
4) traveller cannot or does not intend to use the ticket and relinquishes
his/her right to travel.
In the latter case, if the trip is cancelled within 30 minutes from the issue
time stamped on the ticket or from the time of purchase in case of tickets
not showing the issue time, passengers can ask for a refund directly at
the ticket office that has issued the ticket.
If cancellation takes place during the trip due to one of the reasons
mentioned in paragraphs 1), 2) and 3), the refund will be equal to the
difference between the fare paid by the passenger and the applicable fare
for travel between the points for which the ticket has been used.
Travellers have no right to be refunded for lost, destroyed or stolen
tickets.
Restrictions on the refund policy set forth in this paragraph may apply in
compliance with the conditions governing each category of fares.
In some cases, a certain amount is retained as a penalty in compliance
with the general transport conditions and with provisions unrelated to
Navigazione Laghi.
17
9. SPECIAL SERVICES AND HIRE
Beyond the regular service Gestione Governativa Navigazione Laghi
offers passengers the opportunity to enjoy exciting cruises. During day
trips lunch will be available on board, and passengers can stop to visit
the lake islands and enjoy wonderful views. Night cruises with onboard
dinner and dancing are also scheduled.
Moreover, the ships can be hired for parties, meetings and special events.
Further details and information about the Company’s special services and
ship hiring conditions are available at the offices of the local Operations
Management units of the three lakes and on the Company website.
The Company staff is always at disposal for any further information about
the services.
18
10. LOST PROPERTY
Lost items collected by the staff of Gestione Governativa Navigazione
Laghi Maggiore, di Garda e di Como are subject to the rules set forth in
article 927 and subsequent articles of the Italian Civil Code and will be
deposited at the lost property office of the competent Municipality
specifying where and when the property has been found.
11. INSURANCE
Gestione Governativa Navigazione Laghi offers its passengers a travel
insurance against damage to persons and property in case of events for
which the Company shall be held liable. This liability insurance (R.C.T.)
covers any unintentional damage caused to third parties with reference
to business activities; it is valid on board of ships for the entire duration
of the crossing and at boarding points (ferry ports).
When an accident occurs, the passenger(s) involved must immediately
report it to the Company staff, who will verify and report the accident.
Passengers must file any damage claims within a period of 90 days by
applying to the competent Operations Management unit.
19
12. USERS’ RIGHTS
Gestione Governativa Navigazione Laghi agrees that passengers are
entitled to the following rights:
to travel safely and quietly;
to be sure the service will be
carried out at best;
to gain access to information
relating to transport
conditions and applicable
fares;
to find clean ships and
efficient boarding points;
to have efficient equipment and infrastructures available;
to easily recognize staff;
to pay a fair fare for the services;
to be granted on-time performance and a regular service;
to expect not to wait long at ticket points of sale and offices;
to expect that smoking ban is respected on board and in public
premises and spaces;
to easily file complaints;
20
13. USERS’ OBLIGATIONS
The Mobility Charter can be regarded as an “alliance” between the
Company and its customers. The Charter sets obligations both for
Gestione Governativa Navigazione Laghi and for travellers that have to
comply to the rules set forth both at boarding points and on board.
Passengers are requested to collaborate with the Company as follows:
must purchase a valid ticket before boarding the ship;
shall not occupy more than one seat, which they are entitled to;
must not smoke on board of the ships and inside public premises and
spaces;
shall not behave in ways that may damage and/or harm themselves and
others as a result;
shall respect the Company staff;
shall not damage the ships and the Company’s facilities in any ways;
shall not board the ships carrying animals, weapons, materials or other
items that may damage and/or harm passengers;
shall refer to the Company staff should a dangerous situation arise;
shall help elderly people, disabled people and people with reduced
mobility;
must comply to the transport conditions set forth by Gestione Laghi;
must comply to safety regulations.
Passengers shall be held liable for any damages caused to Gestione
Governativa Navigazione Laghi during the crossing, both on board of
ships (including furniture) and inflicted to the Company staff.
Passengers shall be held liable for any damages caused to other
passengers and their property.
Parents and guardians are responsible for any damages caused by
disabled people and underage passengers in their custody.
Pet owners are responsible for any damages caused by their pets.
Passengers refusing to comply with the public order and safety rules in
force during the service can be removed from the ships or the premises
of Gestione Governativa Navigazione Laghi.
21
14. THE STAFF AND STAFF RULES
Gestione Governativa Navigazione Laghi makes sure that Company staff
in contact with the public be easily recognized by means of uniforms and
identification cards indicating clearly the person’s ID number.
The Company staff in contact with the public takes care of having a
pleasant look and wearing proper business attire.
The Company staff
must treat passengers
with
respect
and
courtesy, helping them
have a pleasant trip
and giving them all the
information they may
require.
The Company staff
supports the requests
of
passengers
whenever possible, as
long as they are not in
contrast to transport
conditions and do not
infringe safety rules.
The Company staff shall use a simple and comprehensible language and
behave in ways that help establish trusting relationships and promote
collaboration between the Company and the passengers.
22
15. COMPLAINTS AND SUGGESTIONS
Gestione Laghi considers having a good communication with its
customers as a valuable and useful tool to improve the quality of the
services offered.
Passengers are entitled to file complaints according to the terms set forth
in the following paragraph to report unfulfilled expectations with
reference to one or more conditions specified in this Mobility Charter.
Customers’ suggestions and proposals are always welcomed and
regarded as useful tools to improve service quality.
Passengers may record their complaints on a dedicated book located on
board of each vessel or they can forward them by mail or e-mail to the
local Operations Management units or to the offices of the General
Managing Direction of Gestione Governativa located in Milan.
Only complaints stating clearly the name and address of the person filing
the complaint will be accepted (no reply is otherwise possible).
23
16. FUTURE PROSPECTS
Gestione Governativa Navigazione Laghi has set the improvement of the
quality of the services offered to its customers as its main goal, paying
great attention to the relations with passengers.
The Company will go on pursuing the development of its fleet with the
aim of improving operations and quality standards on board of its ships.
The number of vessels equipped to accommodate disable people and
people with reduced mobility will be increased, and safety on board will
go on being considered a top priority.
The Company will further promote the use of computers to simplify
service management and make it more efficient and in line with the
users’ needs.
The Company website will become an important tool to promote relations
between the
Company
and
end
users.
To improve
service
quality the
Company
will monitor
customer
satisfaction
(expected
level
of
service) on a
yearly basis
by carrying
out surveys campaigns.
24
Via L. Ariosto, 21
20145 MILANO
Tel. +39 02/46.76.10.1 Fax +39 02/46.76.10.59
[email protected]
www.navigazionelaghi.it
800-551801
number valid only in Italy