Ministero delle Infrastrutture e dei Trasporti Gestione Governativa Navigazione Laghi Maggiore, di Garda e di Como.

Transcription

1 Ministero delle Infrastrutture e dei Trasporti Gestione Governativa Navigazione Laghi Maggiore, di Garda e di Como Mobility Charter

2 to Navigate through all the rights and duties of Navigazione Laghi relating the services 2011 edition

3 INDEX 1. WHAT IS THE MOBILITY CHARTER? 2. GENERAL RULES 3. WHO WE ARE 4. CONTACTS 5. THE NETWORK 6. THE FLEET 7. FACTORS OF QUALITY 8. 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

4 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 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

5 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

6 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, 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

7 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-Sardo- Ticinese, 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

8 4. CONTACTS Direzione Generale Via L. Ariosto, MILANO Tel Fax Direzione di Esercizio Navigazione Lago Maggiore Viale F. Baracca, ARONA (NO) Tel Fax infomaggiore@navigazionelaghi.it Direzione di Esercizio Navigazione Lago di Garda Piazza Matteotti, DESENZANO D/G (BS) Tel Fax infogarda@navigazionelaghi.it Direzione di Esercizio Navigazione Lago di Como Via Per Cernobbio, COMO Tel Fax infocomo@navigazionelaghi.it number valid only in Italy 6

9 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

10 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

11 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

12 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

13 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) Accidents involving embarked vehicles R.I.Na. classification First intervention conditions 63 accidents on board out of a total of 7,936,611 pax transported each year 12 accidents on board out of a total of 698,517 vehicles transported each year All the Company s vessels have been classified and provided with the highest class certification by R.I.Na. 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

14 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 Frequency of extraordinary cleaning service Frequency of restroom cleaning service TRAVEL COMFORT Onboard accommodations Air conditioning Restroom availability Daily on board of all the vessels in service Every 9 days 3 times a day 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

15 PASSENGER INFORMATION Availability of information Communication of information Availability of timetables at ferry ports Average time (call centers included) 20 Availability of operators (call centers included): (summertime) office hours: (wintertime) 95.40% of the 96 vessels in service are equipped with loudspeakers All 94 ferry ports LEVEL OF SERVICE OF INFORMATION AND TICKET POINTS Points of sale open to the public Collection of complaints and suggestions Reply time to complaints and suggestions: 74 land ticket points of sale on dedicated registers seven days EMISSION LEVEL Emission level ultra low sulphur diesel fuel (less that 10 ppm) 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

16 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

17 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

18 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

19 - 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

20 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

21 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

22 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

23 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

24 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

25 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 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

26 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

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28 Via L. Ariosto, MILANO Tel / Fax / number valid only in Italy