SERVICE CHARTER 2017 - Aeroporto Olbia Costa Smeralda · 2017-07-28 · Cars, Yacht rental. Eccelsa...

SERVICE CHARTER 2017

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SERVICE CHARTER 2017The 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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GEASAR S.P.A.AIRPORT MANAGEMENT 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.

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 S.r.L.) or by clients.


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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 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 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 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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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, LuxuryCars, 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.

CORTESA S.R.L.THE COMPANY

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 14001 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 www.Karasardegna.it;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.

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OPENING HOURSAirport24 hours/day

Car park24 hours/day

Left luggage depositFrom 7.00 a.m. to 10.00 p.m.

Restaurants, bars and shopsfrom 6.00 a.m. to 8.00 p.m.*365 days/year

*earliest closing time, depending on flights schedule

Free parking for disable

WiFi Service available all over the terminal

WiFi TV Service availableall over the terminal

BB

B

FIRST FLOOR

ARRIVALS

LAND SIDE

GROUND FLOOR

DEPARTURES GATE


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THE TERMINAL MAP


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LEGEND

SERVICES Information

ATM

Change

Lost & found

Safe Bag

Restaurant

Wine Shop / Wine Bar

Snack Bar

Shopping area

PRM* Metting point

Taxis

Car rental

Ticket Counter

Snacks / Drinks machine

Recharging point for electrical devices

Nursery not available

FACILITIES Escalators

Lift

Toilet

PRM Toilet

Baby changing table

Calling PRM

Trolleys

Car park paying point

PRM Entrance

PRM Room

AREAS Check in

Baggage reclaim

Vip Lounge

Meeting and Business Centre

Smooking area

Chapel

University

Airport gallery

Car park

Bus park

Tour Operators

Bike box service

First aid

AIRPORT BODIES Police

Security check

Customs

Carabinieri

* Passengers with Riduced Mobility


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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.

DATA SHEETCheck-in desks T1 33 Check-in desks T2 4Gates 16Fingers 5Aircraft stands (incl. General Aviation) 75Parking areas 3Self-manoeuvringSurface Area of Air Terminal 42.000 smMaximum passenger capacity 4.500.000Commercial areas 3000 smCar parking capacity 1700Total surface of the airport 300 ha

*27 apron 1 26 apron 2 22 apron 3

*


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SPECIAL ASSISTANCEGeasar 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 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.


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CAR PARKING MAPAND RESERVED PARKING FOR REDUCED MOBILITY PASSENGERS


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HOW TO REACHTHE AIRPORT

From Nuoro: State Highway 131 DcNFrom Cagliari: State Highway 131 DcN FromSassari: State Highway 199From San Teodoro: State Highway 125 SouthFrom Porto Cervo: State Highway 125 NorthUpcoming access road


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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 TRANSPORTThe urban transport service is guaranteed by the company A.S.P.O.For information and schedules visit www.aspo.it

BY BUSFor 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 TAXITaxis are available on the ground floor, in front of the Terminal exit. For information, please contact: - ph. +39 O789 69150


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FACILITIES, SHOPS AND RESTAURANTSKara Sardegna (prodotti e artig. Sardo) 0789 563470Grain & Grapes 0789 563513Kara Kiosk 0789 563450Kara Food 0789 563517/ 516Kara Cafè 0789 563405Cosas Bonas 0789 563415Time In Jazz Music Bar 0789 563722 Meet and Great 0789 563721Abbigliamento Ambrosio 0789 67042Fly Sistema Valigia Sicura 033 1777154Immobilsarda 0789 909000Yamamay 0789 67104Libreria Feltrinelli 0789 69306Olbia Fly Shop 078967042Ottica Priarone 0789 66261Carpisa 0789 66291Forexchange 800 305357Trade News (edicola molo) 392 5558151T-shirt point Terresarde 0789 563470Centro Musica 0789 23443Jaked 0789 072781Studio Odontoiatrico Flyng Dental 0789 66825

CAR RENTALA.M. Service 0789 68884Auto Europa (Sicily by Car, Dollar e Thrifty) 0789 642030Avis 0789 69540Ellepi Autonoleggio 0789 69055Europcar Italia S.p.A. 0789 69548Gold Car 0789 66517Hertz Italiana S.p.A. 0789 69389/66024Interrent 338 6138376Locauto 0789 68979Maggiore Rent S.p.A. 0789 69457Noleggiare S.r.l. 0789 67178Mida Rent 0789 645233Only Sardinia 0789 68947Ruvioli Reant a Car 0789 69733Sardinya Autonoleggio 0789 69367Sixt rent a Car 0789 645108Smeralda Express s.n.c. 0789 69192

OLBIA COSTA SMERALDA AIRPORTAirport information 0789 563444Geasar FAX 0789 563490 0789 563400

www.olbiairport.it - info@ geasar.itEccelsa aviation FAX 0789 563481 0789 563480First aid 0789 563457Parking 0789 563471Lost / Found 0789 563456Business Center 0789 645744

TICKET SALESMeridiana 89 29 28Air Berlin 199 400 737Easy Jet 199 201 840Wookita tour operator 0789 52724

AIRPORT BODIESEnac - D.A. Olbia 0789 69101Enav 0789 644600Police 0789 641059Finance Police 0789 69496Customs 0789 69494Military Police 0789 64450Fire Dep. 0789 69502

USEFULL NUMBERS


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DOCUMENTSAt 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 CONTROLComing 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 REFUNDThe 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 AIDThe 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 HEALTHUSMAF Porto Torres Offices - 335 7262831 Rome Offices - 06 59944824 / 06 59949142You should visit the website www.viaggiaresicuri.it or prevention measures to be followed depending on the destination of the trip.

LUGGAGE STORAGELuggage 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 POINTThe 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 TROLLEYSThe 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 SERVICESAirport 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.

GENERAL INFORMATION


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SERVICECHARTER 2017

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THE COMMITMENT TO THE ENVIRONMENT AND ENVIRONMENTAL POLICY OF THE GEASAR GROUPGeasar 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 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 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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QUALITY INDICATORSQUALITY INDICATOR

TRAVEL SECURITY1. Perception on overall security levels on passengers and hand baggage Check

PERSONAL AND PROPERTY SECURITY2. Perception on overall personal and property security level at the airport

REGULARITY AND PUNCTUALITY OF THE SERVICE3. Overall on-times flights4. Total misrouted departing baggage pieces5. Waiting time before first baggage delivery6. Waiting time before last baggage delivery 7. Waiting time on board for first passenger disembarkation8. Overall perception on airport services regularity and punctuality

CLEANING AND HYGIENE9. Perception on toilets cleanliness and functionality10. Perception on terminal cleanliness

TARGET 2017

.97%

.97%

.80%1%o19’30’3’

96%

.93%97%

PERFORMANCE 2016

.95,3%

.94,8%

.77,5%1,2%o

21’31’

2’58”93,6%

.91,3%97,3%

MEASUREMENT

.% satisfied passengers


.Overall on-time flights on all departing flights

Number of non delivered pieces at destination/1.000 departing passengersFirst piece (in 90% of cases)Last piece (in 90% of cases)

Waiting time from arrival in 90% of cases% satisfied passengers

.% satisfied passengers% satisfied passengers


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QUALITY INDICATOR

COMFORT DURING YOUR STAY IN AIRPORT11. Perception on baggage trolleys availability12. Perception on passengers transfer systems efficiency (lifts, escalators, people mover, ecc...)13. Perception on air conditioning efficiency14. Overall perception on comfort level

COMPLEMENTARY SERVICES15. Perception on the wi fi connectivity in the terminal 16. Perception on the availability of points for charging mobile / laptop, in public areas, where present17. Compatibility of airport and bars opening times 18. Perception on the adequacy of Smoking Rooms, where present19. Perception on the availability of providers of free drinking water, if present20. Perception on availability / quality prices of shops and newspaper stands21. Perception on availability / quality/prices of bars and restaurants22. Perception on availability of drinks / coffee vending machines supplied

TARGET 2017

.94%96%95%95%

.90%90%98%95%n.a.

90%83%83%

PERFORMANCE 2016

.90,0%93,5%95,4%95,0%

.75,9%87,4%98,5%95,1%

n.a.89,1%76,7%86,7%

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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TARGET 2017

.90%95%96%90%93%

.90%10’

93%4’

90%

.90%86%

PERFORMANCE 2016

.87,6%87,9%94,7%97,4%95,0%

.94,1%8’09”91,4%2’24”91,7%

.89,2%86,0%

MEASUREMENT

.% 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

QUALITY INDICATOR

CUSTOMER INFORMATION SERVICE23. Easy-to-browse and updated website24. Perception on efficiency of operating infomation points25. 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

AT THE GATE / SECURITY COUNTER SERVICES28. Perception on ticket counter service29. Queuing time at check-in30. Perception on queuing time at check-in31. Waiting time at security check 32. 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


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PRM QUALITY INDICATORSStandard 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

EFFICIENCY OF SERVICES1. 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

SAFETY5. General perception of status and functionality of means/equipment provided6. Perceived adequacy of staff training

TARGET 2017

.3’

5’

3’

3’

.

96%96%

PERFORMANCE 2016

.3’

4’

5’42”

5’42”

.

98%98%

MEASUREMENT

.Waiting time in minutes in 90% of cases

Waiting time in minutes in 90% of cases



.

% satisfied PRM% satisfied PRM


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QUALITY INDICATOR

PASSENGERS INFORMATIONS7. 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 COMMUNICATION10. 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

TARGET 2017

.95%

96%

96%

.

100%0,01%

PERFORMANCE 2016

.95,0%

98,0%

98,0%

.

100%0,01%

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 tra ffic of PRM


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QUALITY INDICATOR

COMFORT12. Perception of the effectiveness of PRM assistance13. Perceived level of accessibility and usability of airport infrastructure: parking intercoms call,

dedicated rooms, toilets, etc.14. Perception of waiting areas dedicated to PRM

BEHAVIOR15. 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

TARGET 2017

.98%96%

98%

.96%98%

PERFORMANCE 2016

.98%

98,7%

98%

.100%100%

MEASUREMENT

.

% satisfied PRM % satisfied PRM

% satisfied PRM

% satisfied PRM% satisfied PRM


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COMPLAINTS AND SUGGESTIONSGeasar 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.ACustomer Relations OfficeOlbia Costa Smerlada Airport07026 Olbia (OT)

By email:[email protected]

By fax at the number:+39 0789 563401


GEASAR S.P.AUfficio Relazioni Clienti

Aeroporto Olbia Costa Smerlada07026 Olbia (OT) - Italy

COMMUNICATING WITH GEASARYour suggestions / complaints are precious to usfor improving the quality of our services.Please fill in the card and send it to our addressor send an email [email protected]

suggestions / complaint

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 401email: [email protected]

www.facebook.com/OlbiaAirportwww.twitter.com/Olbia_Airportwww.instagram.com/olbia_airporthttp://plus.google.com/105539292882483826012www.youtube.com/channel/UCwcxtd_rzRS3d9Q_LXPZZvA

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SERVICE CHARTER 2017 - Aeroporto Olbia Costa Smeralda · 2017-07-28 · Cars, Yacht rental. Eccelsa...

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