Passenger Service Charter

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2 Page 2 Caring for the environment, safety and continuous improvement in the quality of its services are the criteria that characterize every one of its activities. The state-run company Aena, S.A., currently oversees a network of 62 airports and 2 heliports in Spain and elsewhere around the world. It is the world s largest airport operator in terms of number of airports and passenger volume. Aena manages the 46 airports that comprise its Spanish network, along with the heliports of Ceuta and Algeciras, profitably and competitively. Its main task is to offer those services and facilities that are best suited to meeting the demands of its clients passengers and airport operators and of the society that it serves. Preparing and publishing this Services Charter is a clear example of the commitment of Aena to quality. In it you will find all of the details concerning the services offered in its network of airports by the various operators, the commitments adopted by Aena, and its quality indicators. Passengers will also find in this Charter the various ways in which they can take part by sending their suggestions, complaints and claims to Aena, which will use them for the continuous improvement of its services. *Source: Aena, based on ACI-World report.

3 Page 3 Main services provided The main services provided by Aena, S.A., to passengers are described below. Some of these services may vary depending on each airport s characteristics. 1I INFRASTRUCTURE MANAGEMENT Provision of the structures necessary to supply the following services:. Check-in of luggage/passengers.. Boarding/disembarking.. Baggage pick-up.. Security and customs control.. Transportation of air cargo and mail. These services are provided by airlines, handling companies and local and national security forces. There are also plans in place to combat potential emergencies at airports. 2 I PASSENGER SERVICE Baggage trolleys to make it easier to move around the terminal. 3 I INFORMATION SERVICES Information on scheduled flights shown on monitors that offer updated information provided by the airlines. Operational, commercial and service signage at all airport facilities. Information counters staffed by green jackets and meeting points. Informative brochures and other publications available to passengers at every airport that detail the activities of Aena. 4 I COMFORT OF THE FACILITIES Cleaning of terminal areas. Temperature control and lighting of facilities: furniture, decoration, washrooms, etc. Proper structures, signage and information to help passengers reach

4 Page 4 their destination in the shortest time possible. 5 I TRAVELLER ASSISTANCE SERVICE Traveller claims, complaints and suggestions. Lost and found. Medical assistance(medical services, first aid, evacuation to medical center). Assistance to passengers facing significant delays. 6 I PERSONS WITH REDUCED MOBILITY Full assistance, ease of access and mobility within airports for persons with reduced mobility (PRM) by complying with accessibility requirements in the design, operation and maintenance of terminal areas. Commercial services. Non duty-free shops. Regulated commercial services. Duty-free shops. Restaurant services. Cafeterias,bars,restaurants,etc. Financial services. Recreation and business centers. Religious services. Land telephone and internet services. 8 I LAND ACCESS AND TRANSPORTATION Provision of means and infrastructure for accessing the airport. Public parking. Car rental service. Taxi service. Public transportation:buses, subway, train, etc. 7 I COMPLEMENTARY SERVICES A wide range of services that may vary depending on each airport s features and passengers needs:

5 Page 5 Our commitment 1 I INFRASTRUCTURE To provide the infrastructure suited to the needs of patrons and concessionaires (airlines, handling companies, etc.), and to provide check-in, baggage pick-up, security and customs control services for passengers. 2 I BAGGAGE TROLLEYS Ensure that enough baggage trolleys are conveniently and easily available to passengers. 3 I INFORMATION Provide comprehensive and proper signage in keeping with local customs and languages, as well as with the international nature of air travel. Airports will, whenever possible, have information outlets (counters and roaming personnel) staffed by properly trained individuals. These outlets will be open during the airport s or terminal s normal operating schedule. The European Commission s Passenger Rights will be visibly posted in strategic locations at every airport, and informative brochures and publications will be made available to passengers. 4 I COMFORT Airports will ensure that all public areas are clean at all times, paying particular attention to the cleanliness of washrooms. They will also ensure that the equipment used to attend to passengers is regularly and systematically maintained, as required by its manufacturers. 5 I CUSTOMER SERVICE Airports will ensure that clear and accurate procedures are in place for handling complaints, claims and suggestions. In normal circumstances, airports will reply to any claims made to Aena within 20 working days.

6 Page 6 Airports will collect and store lost objects and establish a procedure for handling them as required by the Civil Code. Airports are to have emergency plans to assist passengers affected by significant delays. 6 I PERSONS WITH REDUCED MOBILITY Airports will ensure that their facilities are compatible with the needs of persons with reduced mobility (PRM) and that this service is provided efficiently. 7 I COMPLEMENTARY SERVICES Offer constantly renewed and expanded services to clients, services that adapt to their needs and expectations. strive to make public transportation available whenever scheduled flights are operating. 9 I ENVIRONMENTAL PROTECTION Continuously improve environmental protection by implementing and maintaining an ISO certified environmental management system (EMS). 10 I QUALITY MANAGEMENT Continuously improve the quality of the services provided by implementing and maintaining an ISO 9001 certified quality management system (QMS). 8 I LAND ACCESS AND TRANSPORTATION Airports will work closely with the proper authorities and companies to expand and improve public transportation. When possible, airports will

7 Page 7 Quality service indicators Aena periodically tracks all of these indicators to analyze trends and apply proper measures when any deviations are noted with respect to the expected results. Stated capacity at coordinated airports. Public parking capacity. General quality index of the services provided to passengers. Perceived quality index associated with the following services:. Facilities provided for check-in, baggage and security.. Control of baggage trolleys.. Information services.. Availability of information on passenger rights.. Cleaning service.. Maintenance service.. Persons with reduced mobility.. Commercial services.. Restaurant services.. Access to and available land transportation. Percentage of lost objects that are returned once claimed. Number of airports with emergency plans in place intended to provide assistance to passengers affected by significant delays. Traffic volume at ISO certified airports. Traffic volume at ISO 9001 certified airports. Number of Aena airport management-related claims per million passengers. Average resolution time for management-related claims made against Aena.

8 Page 8 Quality surveys Aena conducts periodic surveys to measure the quality levels perceived by passengers. The results and trends are analyzed and actions are taken to improve the quality of the services provided. The periodicity of these surveys varies depending on each airport s characteristics, though they are conducted annually at a minimum, and quarterly at the main airports.

9 Page 9 Suggestions, complaints and claims FULL DE QUEIXES/ RECLAMACIONS HOJA DE QUEJAS/ RECLAMACIONES COMPLAINT/ CLAIM FORM HOJA DE QUEJAS/ RECLAMACIONES COMPLAINT/ CLAIM FORM Your complaints and suggestions help us improve the quality of our services. Aeroport/ Aeropuerto/Airport Núm. de sèrie: Nº de serie: Series nº: Núm. de reclamació: Nº de reclamación: Complaint nº: Aeropuerto/Airport Companyia aèria/ Compañía aérea/airline Núm. de vol/ Nº de vuelo/ Flight nº Compañía aérea/airline Nº de vuelo/ Flight nº Nom i cognoms del reclamant/ Nombre y apellidos del reclamante/ Name of person filing complaint Nombre y apellidos del reclamante/ Name of person filing complaint For maximum effectiveness, send your complaint to the proper recipient, Data, hora i lloc exacte de la incidència/ Fecha, hora y lugar exacto de la incidencia/ Exact date, time and place of incident DNI, Pasaport núm./ DNI, Pasaporte nº/ ID nº, Passport nº Nacionalitat/ Nacionalidad/ Nationality Fecha, hora y lugar exacto de la incidencia/ Exact date, time and place of incident DNI, Pasaporte nº/ ID nº, Passport nº Nacionalidad/ Nationality depending on the service: Adreça postal/ Dirección postal/ Mailing address Adreça electrònica/ / Telèfon i fax/ Teléfono y fax/telephone and fax Dirección postal/ Mailing address / Teléfono y fax/ Telephone and fax A I SERVICES PROVIDED BY THE AIRPORT: These are as detailed in this Charter and are performed by airport personnel or by the staff of other companies or official or commercial entities that operate at the airport. To file a suggestion, claim or complaint regarding these services, use one of the following: Data/ Fecha / Date: Signatura/ Firma/ Signature: Complaint form available at airport information counters. the Passenger mailbox at: Specific directions specified by each airport. Espai reservat per al personal de l aeroport/espacio reservado para el personal del aeropuerto/ Space reserved for airport personnel: Les persones signants es responsabilitzen de la veracitat de la informació i de l exactitud de les dades personals comunicades, que quedaran incorporades en un fitxer la finalitat del qual és la gestió de les reclamacions. Les persones signants autoritzen el tractament de les dades i la seva cessió, si escau, a la companyia aèria, empresa o organisme implicat en la tramitació d aquesta reclamació, així com a jutges/esses i tribunals en cas que la seva reclamació derivi en una actuació judicial. L organisme responsable del fitxer és Aena, S.A. davant del qual les persones signants podran exercir, tal com preveu la legislació, els drets d accés, rectificació, cancel lació i oposició (Oficina central de protecció de dades d Aena, c/arturo Soria 109, Madrid). Los firmantes se responsabilizan de la veracidad de la información y exactitud de los datos personales comunicados, que quedarán incorporados a un fichero cuya finalidad es la gestión de las reclamaciones. Los firmantes autorizan el tratamiento de los datos y la cesión, en su caso de éstos a la compañía aérea, empresa u organismo implicado en la tramitación de la presente reclamación, así como a Jueces y Tribunales en caso de que su reclamación derive en una actuación judicial. El responsable del fichero es Aena, S.A., ante quien los firmantes podrán ejercitar, en la forma legalmente prevista, los derechos de acceso, rectificación, cancelación y oposición (Oficina central de Protección de Datos de Aena, C/ Arturo Soria 109, Madrid). Those signing this document will be held responsible for the truth and exactness of the personal data provided, which will be filed for the purpose of processing the complaints. Those signing are authorizing this data to be processed and, if applicable, transmitted to the airline, company or organization involved in the present complaint, as well as to judges and courts in case the complaint should lead to judicial action. Aena, S.A. is responsible for this file. Those signing can exercise their rights, as is stipulated by law, to access, rectify, cancel and contest this data. (Aena data protection headquarters, c/arturo Soria, 109, Madrid). 1. Exemplar per a l aeroport/ Ejemplar para el aeropuerto/ Airport copy Fecha / Date: Firma/ Signature: Espacio reservado para el personal del aeropuerto/ Space reserved for airport personnel: Los firmantes se responsabilizan de la veracidad de la información y exactitud de los datos personales comunicados, que quedarán incorporados a un fichero cuya finalidad es la gestión de las reclamaciones. Los firmantes autorizan el tratamiento de los datos y la cesión, en su caso de éstos a la compañía aérea, empresa u organismo implicado en la tramitación de la presente reclamación, así como a Jueces y Tribunales en caso de que su reclamación derive en una actuación judicial. El responsable del fichero es Aena, S.A., ante quien los firmantes podrán ejercitar, en la forma legalmente prevista, los derechos de acceso, rectificación, cancelación y oposición (Oficina central de Protección de Datos de Aena, C/ Arturo Soria 109, Madrid). Those signing this document will be held responsible for the truth and exactness of the personal data provided, which will be filed for the purpose of processing the complaints. Those signing are authorizing this data to be processed and, if applicable, transmitted to the airline, company or organization involved in the present complaint, as well as to judges and courts in case the complaint should lead to judicial action. Aena, S.A. is responsible for this file. Those signing can exercise their rights, as is stipulated by law, to access, rectify, cancel and contest this data. (Aena data protection headquarters, c/arturo Soria, 109, Madrid). B I SERVICES PROVIDED BY HANDLING OPERATORS Handling operators are responsible for baggage check-in and delivery, and for passenger boarding and disembarking.

10 To file a complaint about these services, go to the handling operator offices at the airport and request a complaint form. C I SERVICES PROVIDED BY THE AIRLINES The airlines are responsible for the transportation services contract, ticketing, flight schedules, delays, cancelations, etc. Complaints regarding any of these services should be made directly to the airline using the complaint forms that are available at its information and ticket counters. If for any reason you cannot obtain a complaint form from the handling operator or airline, you can use an Aena complaint form to make these claims, complaints or suggestions, which Aena will then forward to the appropriate company. You can also file a complaint or request information regarding airport services at the following address: How you help us improve our services: Through your complaints and suggestions Through periodic perceived quality surveys Passenger mailbox: Fax: Ministerio de Fomento Agencia Estatal de Seguridad Aérea División de Calidad y Protección al Usuario Avda. General Perón, 40, Puerta B, 1ª planta Madrid Aena will get back to you with 20 working days regarding any steps taken as a result of your claim, complaint or suggestion.

11 Page 11 Legal Regulations Royal Decree 905/1991,of 14 June, which approved the Bylaws of the Public Entity Aeropuertos Españoles y Navegación Aérea (AENA) and its modifications: Royal Decree 1993/1996, of 6 September, and Royal Decree 1711/1997, of 14 November. Royal Decree 1161/1999, of 2 July, which regulates the provision of airport handling services. EC Regulation 261/2004, which establishes common rules on compensation and assistance to passengers in the event of denied boarding and of cancellations or serious flight delays. Royal Decree 951/2005, of 29 July, which establishes the general framework for improving the quality of the General Administration of the State. EC Regulation 1107/2006 on the rights of disabled persons and persons with reduced mobility when traveling by air. Royal Decree law 13/2010, of 3 December, on public, labor and deregulatory actions to promote investment and job creation.

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