Quality standards, regulations and useful links

Geasar aims to comply with the following quality standards established by ENAC circular GEN02:

QUALITY FACTOR	INDICATOR	TARGET
1. Efficienza dei servizi di assistenza
For booked departing passengers	Waiting time to receive assistance, from one of the designated points at the airport, once you have notified your presence		80% of passengers should not wait more than 10 minutes 90% of passengers should not wait more than 20 minutes 100% of passengers should not wait more than 30 minutes
For departing passengers without reservations	Waiting time to receive assistance, from one of the designated points at the airport, once you have notified your presence		80% of passengers should not wait more than 25 minutes
For booked arriving passengers	Waiting time to receive assistance at the gate/aircraft point after the last passenger disembarks		80% of passengers should not wait more than 5 minutes 90% of passengers should not wait more than 10 minutes 100% of passengers should not wait more than 20 minutes
For arriving passengers without reservations	Waiting time to receive assistance, at the gate/aircraft point, after the last passenger has disembarked		80% of passengers should not wait more than 25 minutes
In generale	Number of passengers reaching the aircraft in time for pre-boarding and departure compared to the total number of passengers requesting assistance		100%
2. Safety
	Existence of procedures to ensure the use of adequate and well-maintained equipment in each operation (procedures for acquisition, verification and correct use in each operation)	in this case it is not possible to establish a numerical target, but it is necessary to verify that the procedures indicated above exist and that they are effective and followed
	Esistenza di procedure per garantire l’impiego di personale adeguatamente formato per ogni servizio di assistenza (in condizioni normali e di emergenza, a terra e a bordo)	Existence of procedures to ensure the use of adequately trained personnel for each assistance service (under normal and emergency conditions, on the ground and on board)
3. Information at the points of sale
The essential information for learning about, booking, and requesting assistance services, as well as the safety policies implemented by each carrier, must be accessible. In particular, accessibility must be guaranteed for those with sensory (visual and hearing) and motor disabilities.	Accessibility: number of essential information accessible to visual, hearing and motor impairments in relation to the total number of essential information	this number must tend towards 100%
	Completeness: Number of available services, any restrictions and conditions for which instructions and information are accessible in relation to the total number	this number must tend towards 100%
4. In Airport Information
The essential information for requesting assistance services (from designated points), and for obtaining flight information, for using airport services (bars, restaurants, etc.), and for obtaining information on baggage, must be accessible to people with different types of disabilities. In particular, accessibility must be guaranteed for sensory (visual and hearing) and motor disabilities.	Accessibility: Number of essential information accessible to visually, hearing, and motor-impaired users as a percentage of the total number of essential information items.	this number must tend towards 100%
	Completeness: Number of available services, any restrictions and conditions for which instructions and information are accessible in relation to the total number	this number must tend towards 100%
5. Communication with passengers
	Number of responses within the established timeframes compared to the number of requests for information	this number must tend towards 100%
	Number of complaints in relation to total traffic of disabled passengers and passengers with reduced mobility	this number must tend towards 0%