The service charter for public transports, introduced in Italian legislation by a decree issued by the Prime Minister on 30th December 1998, has originated from the need to reinforce citizen's freedom to circulate, as established in the Constitution and in the Maastricht Treaty. 

Thanks to this document, passengers can become acquainted with the airport structural characteristics and with the typology and quality of the available services. 

Service charter' s primary objectives: 

■   To improve the quality of the services provided;

■   To improve the relationship between customers and service suppliers, thanks to the transparent and on-going communication of the quality standards regarding all the services provided in the airport.

Quality Factors 

The document results transparent and clear, because supplied services are evaluated on the basis of a careful analysis of "quality factors", in accordance with the ENAC (Italian Civil Aviation Transport) indications given at the airport operators: 

■   Comfort in the airport,

■   Cleanliness and hygiene;

■   Travel security;

■   Security of property and personal safety;

■   Behavioural and relational aspects;

■   Regularity of service;

■   Customer information services;

■   Desk-filter services;

■   Additional services;

■   integration of transport services – effectiveness of town- airport connections;

■   Services for passengers requiring special assistance.

Each of these factors is evaluated through various types of indicators, identified as the most appropriate and thanks to them is possible to let passengers know the performance level reached by Aeradria S.p.A. 

These factors have different nature: some of them evaluate objective data e.g. the number of parking places and seats or waiting times at the check-in, others take into consideration customers' satisfaction levels using statistical survey e.g. perception of cleanliness of the terminal.

For a comprehensive evaluation of every quality factor it is necessary a close examination of all the  indicators related to them; for instance, to evaluate the effectiveness of information, is necessary to take into account not only the number of operative points and information displays, but also the clearness of information supplied and their intelligibility, as perceived by customers.

Attachments:

Carta dei servizi 2007	[Carta dei serivizi 2007]	1446 Kb
Carta dei servizi 2008	[Carta dei servizi 2008]	4202 Kb
Carta dei servizi 2009	[Carta dei servizi 2009]	8672 Kb