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Quality standard


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SAGAT's commitment to PRM service


Italian Civil Aviation Authority (ENAC) Circular GEN 2, which implements EC Regulation 1107/2006, sets out the required quality standards for passengers with reduced mobility (PRM) in attachment 1.
The Regulation specifies that in order to receive assistance passengers must contact the operating airline at least 48 hours before the published flight departure time.

The carrier must then book the assistance service by contacting the airport management at least 36 hours before the departure of the flight.

The Airport management company shall do its utmost to provide the necessary assistance services even if no booking is made, but obviously cannot guarantee the same level of quality.

SAGAT agrees to respect the following quality standards, which are defined at a European level, for services directed at passengers with reduced mobility:


DEPARTING PASSENGERS – WAITING TIME AT CALL POINTS
Booking made at least 36 hours before the departure of the flight:

  • 80% of passengers with reduced mobility receive assistance within 10 minutes of requesting it;
  • 2. 90% of passengers with reduced mobility receive assistance within 20 minutes of requesting it;
  • 3. 100% of passengers with reduced mobility receive assistance within 30 minutes of requesting it.

 

ARRIVING PASSENGERS – WAITING TIME BEFORE DISEMBARKATION
Notification given by the carrier:

  • 80% of passengers have to wait no more than 5 minutes;
  • 90% of passengers have to wait no more than 10 minutes;
  • 100% of passengers have to wait no more than 20 minutes.

 

In accordance with current procedures, passengers with reduced mobility disembark after other passengers.

 

For reports, suggestions or claims about the assistance service provided by SAGAT to passengers with reduced mobility, please contact:

e-mail: mailbox@sagat.trn.it

SAGAT S.p.A. -  Torino Airport
Strada San Maurizio, 12, 10072 Caselle Torinese (TO)