SERVICE CHARTER & GUIDE

i20212021

SERVICECHARTER & GUIDE

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Dear Guest,

AER TRE S.p.A. presents the Service Charter 2021 and the Airport Service Guide, which is useful for all passengers arriving at and departing from Treviso's Antonio Canova airport.In the first part, you will find a brief introduction to AER TRE S.p.A. and a paragraph on environmental issues.In the second, you will find a guide to the services available at Treviso Canova airport, with useful and updated information to make your travel experience more pleasant and comfortable.

2020 was a year marked by the global pandemic, which is still ongoing and which continues to affect many sectors, in particular those of tourism and air transport. As a result, in 2020 Treviso airport was closed from March to December. Part of the traffic planned for Treviso was temporarily shifted to Venice airport.

For the same reasons, the surveys aimed at passengers were interrupted, since March 2020, which is why the section on Quality Indicators is not included in this document.

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Treviso Antonio Canova

SUMMARYTreviso Antonio Canova Airport

About us: AER TRE S.p.A.Environment

Service Charter 2021

Complaints

Service Guide 2021

AirlinesCheck-in and bag dropSecurity checksBaggage regulationsDocuments for countries outside the EUWhat you can importLost and/or damaged baggageAssistance and services for passengers with disabilitiesand/or reduced mobility (PRM)ChildrenPetsTransport of weaponsLost and foundAirport mapHow to reach the airportUseful numbers

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2123232425262831

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Since 1996, Treviso Antonio Canova airport has been part of the Venice Airport System. Save S.p.A., the company that manages Venice's Marco Polo airport, is indeed one of the main shareholders of Aer Tre (80%).

The airport operator is the body entrusted, under the control and supervision of the Civil Aviation Authority (ENAC), either with other activities or exclusively, with the task of administering and managing, in a transparent and non-discriminatory manner, the airport infrastructures and coordinating and controlling the work of the various private operators at the airport or within the airport system.

The two airports are 20 km apart and by virtue of their diversity in terms of type of facilities and traffic, they constitute a versatile airport hub.

Due to its geographical, structural and operational characteristics, Treviso airport is dedicated to regional, low-cost and charter flights. The two airports are therefore complementary and constitute an airport system that develops in harmony, with a view to a correct specialization of traffic.

Airport management at Treviso airport is carried out with particular attention to customer service and the environment. Indeed, the company has undertaken numerous environmental control and protection initiatives in recent years, making it a key player in the sustainability and environmental compatibility of airport activities.

In particular, Aertre is accredited at level 3+ Neutrality according to the international Airport Carbon Accreditation standard, the certification programme of the Airport Council International specifically for airports committed to reducing their carbon footprint.

About us: AER TRE S.p.A.

Environment

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Service Charter

2021

Complaints

If you want to report a complaint to us regarding something that happened to you at Treviso Canova Airport and you are unable to identify the person responsible, on the basis of this Service Charter, you can contact Aer Tre SpA as airport operator:

• via the website using the form you will find at https://www.trevisoairport.it/en/at-the-airport/complaints-and-suggestions.html• by writing an e-mail to [email protected],• by letter;• with the enclosed complaint form, detailing the circumstances, to be sent to:

Aeroporto di Treviso “Antonio Canova” AerTre SpA,Viale Noalese n. 63/e, 31100 Treviso, Italy

or to be handed in at the AerTre information office.

Written feedback will be provided within 30 days of the complaint being sent. If the complaint regards the services provided by the airport operator, it will be dealt with directly; otherwise, we will forward it to the responsible third-party.

In your complaint/suggestion/report, we recommend you do not provide any information from which sensitive data may be inferred (e.g. health status, religious, political, philosophical beliefs) unless such information is strictly necessary for the case-file.

If sensitive information is included, please make your complaint/suggestion only using the "Complaints" form and that you expressly sign your consent to the processing of personal data.

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In the case of a suspected crime (theft, damage, personal injury, etc.), we recommend you contact the Airport's Police Offices immediately.

If it is an accident that needs medical treatment, the Airport's First Aid Room will collect the declaration according to the instructions given by the person concerned.

To allow rapid and effective responses and fact-checking, please attach documentation of everything that may be useful to objectively verify your report (additional documents, tickets, airline tickets, receipts, certificates, etc.) together with all your flight information (airline/flight code/departure time).

If you would like to make a report, suggest possible improvements to our services, or leave us a positive comment about your travel experience, you can do so here https://www.trevisoairport.it/en/at-the-airport/complaints-and-suggestions.html.

If your Airline has not complied with (EC) Regulation 261/2004 (boarding denied, flight cancelled, long delays), you may complain directly to the Airline you bought your ticket from. If they do not reply within six weeks, or do so inadequately, you can send a complaint to ENAC (Italian Civil Aviation Authority), the body designated for applying (EC) Regulation 261/2004. ENAC will take steps against the airline but only for penalty purposes.

For more information on your rights as a Passenger, see the ENAC website, (EC) Regulation 261/2004, and the information leaflet "Conosci i tuoi Diritti" (know your rights)*** at https://www.enac.gov.it/en/publications/what-you-need-to-know-quick-guide-to-passenger-rights-when-travelling-by-air.

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COMPLAINTS SUGGESTIONS

Name and Surname

Address

Telephone number

E-Mail

Date Signature

COMPLAINTS SUGGESTIONS &POSITIVE FEEDBACK

I read the privacy notice on the following pageand the complete version at the link

https://www.trevisoairport.it/privacy.html

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Airlines

COMPANY WEBSITE NUMBER

RYANAIRwww.ryanair.com 02 899 80 500

895 569 876

WIZZ AIR

www.wizzair.com 895 895 4416

POBEDA

www.pobeda.aero

Russia +7 (809) 505 4777

Other country +7 (499) 215 2300

Service Guide

2021

Below is an overview of the services available at Treviso Airport in fully-operational conditions.

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Security checksHand baggage screening and regulations on prohibited items and liquids

Check-in and bag dropSome information and suggestions are given here about departure procedures at Treviso airport, including check-in and bag-drop:

When to arrive For all departures, you must be at the check-in area at least 2 hours before take-off.

Where to goThe Departures area of Treviso Canova airport is on the first floor of the terminal, and is accessible by escalator and lifts. When in the Departures area, look for the number of your flight's check-in desk on the display screens in the terminal. The number is shown at least 2 hours before the departure of the flight.

Check the size and weight of your baggage on your ticket or on the official website of the airline you are travelling with. Every airline has its own rules.

You can check in your baggage yourself by using the self-service check-in desks in the Departures area.

After check-in, please keep your boarding pass: you will be asked to show it at security and when boarding.

If you are unsure about something, contact the AERTRE information desk in the Departures area.

What to have with youYou must have a valid travel document that you have already checked is valid for the destination country and for your airline's requirements. You must also know if you need an entry visa.

If you have an airline card (loyalty, frequent flyer, priority), remember to have it with you, to benefit from its services and opportunities.

Remember to comply with all airport regulations and be prepared for security checks so as not to lengthen the time taken by all other passengers.

Further information is available on the ENAC website at https://www.enac.gov.it/passeggeri/cosa-portare-bordo.

Check your boarding pass by placing it on the electronic turnstile's reader, with the bar-code facing downwards.

At the X-ray screening roller, as well as the baggage itself, these personal items must be taken out and put into trays: laptops, mobile phones, tablets and other electronic devices. Put your coat and any other items you are carrying on your person (coins, wallet, electronic devices, belt, trolley bag, etc.) into the trays. You can keep glasses (sight) on.Go through the metal detector and cooperate with staff if they ask to make a manual check.

Security staff may ask you to remove thing you are wearing (e.g. shoes) and to manually inspect hand bags or backpacks.Remember to pick up all your belongings from the trays at the end of the inspection process.

Going through security

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To pass security with liquids, aerosols and gels, you must have them separate from your hand baggage.

Remember that:• only containers of up to 100 millilitres or equivalent (100 grams) are permitted;• all containers must be in a transparent resealable plastic bag with a maximum size of 18 x 23 centimetres and a maximum capacity 1 litre. It must be possible to close the transparent bag with its contents (i.e. the containers must fit comfortably into it).

Each passenger (including infants) is allowed to carry only one transparent plastic bag of the above dimensions.

Liquids include:• water and other beverages, soups, syrups;• creams, lotions and oils;• perfumes;• sprays;• gels, including hair- and shower-gels;• contents of pressurised containers, including shaving foam, other foams and deodorants;• paste substances, including toothpaste;• mixtures of liquids and solids;• mascara;• any other product of similar consistency.

Since 2014, you can carry the following liquids outside of your baggage, but separately from your carry-on baggage:• medicines (OTT/no prescription required);• baby food (also without the child being present);• dietary products (liquids readily available in the sterile area of the airport, such as soft drinks and bar products, are not included).

Medicines and dietary products can only exceed the 100 ml limit if they are to be used during the journey and are needed for either medical reasons or a special dietary regime. The exceptions to the limits for liquids also include baby food.

Checks for liquids, aerosols and gels If you are carrying an item prohibited by law, or liquid substances that exceed the permitted quantities, you may decide to check them in as baggage for the hold (if allowed), leave them in the Left Baggage (if allowed), or voluntarily abandon them at the security checkpoint.

These items cannot be retained for any reason by either the Departures desk staff or security personnel. They may be donated to charity.

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For information on the size and weight of your hand and hold baggage, contact your travel agent or the airline you are travelling with. If your baggage exceeds the limits set by the airline, you may have to pay extra.

Always attach a label your baggage with the following information: name, surname, address, telephone number/email.

Before securing your baggage with padlocks, security straps or roll-up nylon, find out if your airline does baggage screening by opening baggage.

If your baggage for the hold exceeds the allowed measurements, we recommend you contact the airline in advance for information on extra fees that the airline may charge you.

For travellers arriving in ItalyIf you are coming from a country outside the EU, on arrival at Treviso airport, you will have your documents checked by the border police. If they find irregularities in your documents, you will not be able to leave the airport. The procedure is that passengers arriving without valid documents are repatriated.

You can find detailed information at www.viaggiaresicuri.it of the Italian Ministry of Foreign Affairs.

For those travelling abroadIf your destination is a non-EU country, before departure, remember to check your passport's validity and expiry date. For a detailed check on the necessary documents, we advise you to consult the dedicated section on the "Viaggiare Sicuri" website edited by the Crisis Unit of the Ministry of Foreign Affairs.If you are travelling to an EU country, it is sufficient to have your valid identity card with you.

Further information is available on the ENAC website.

Some items are prohibited according to civil aviation safety regulations; others are prohibited depending to the airline. There are also differences between items that can be carried in carry-on baggage and those that can be sent in the hold. For full information, you must refer to the specific regulations.

You can see the updated list of items prohibited for the hold and for the cabin directly on the website of ENAC.

General information: weight, labels, closure Documents and rules to follow for travellers coming from, and going to, countries outside the European Union

List of prohibited items

Baggage regulations Documents for countries outside the EU

The following information concerns the rules in force during the period when Treviso airport was open to commercial traffic (i.e. until early March 2020); in compliance with the various regulations issued regarding Covid-19, the rules on departure and arrival to and from Italy have changed several times.

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Before starting a journey, remember to check on the traveller's customs charter issued by the Italian Customs and Monopolies Agency (Agenzia delle Dogane) to find out what restrictions apply:• importing works of art;• importing of animals and plants and products of animal and plant origin;• importing of ivory, furs, coral; • transporting cash.

For information on taking currency or similar, please see the website: (https://www.adm.gov.it/portale/).

Since 26 July 2008, AERTRE, in compliance with the EC Regulation No.1107/2006, has been providing an assistance service to passengers with disabilities and/or with reduced mobility (PRM). The EC Regulation holds airport operators responsible for assistance services at European airports, and standardises the level of service. For this purpose, AERTRE has equipped the airport with totem call stations for requesting assistance and dedicated free parking spaces.

Assistance is free for passengers who are disabled and/or with reduced mobility.

The airport provides assistance to the following types of PRM, identified by their international IATA codes:• visually-impaired or blind passengers (code BLND);• passengers with mobility disabilities, divided into three types:

To be guaranteed service quality, you should request assistance from the airline when booking your flight or at least 48 hours before departure.

The airline will inform you of the airports included in your itinerary.

In some cases (e.g. for passengers recovering from surgery), the airline may require you to obtain a doctor's certificate authorising you to fly.

Always remember to collect your baggage before leaving the Arrivals hall at Treviso airport, and to check the baggage tag to make sure it is actually yours.

In the event of loss and/or damage to your baggage, please follow this procedure:• do not leave the baggage claim hall;• go to the Lost&Found office run by AERTRE, found close to the conveyors. Take your flight ticket with you;• to receive updates on the baggage recovery procedure, you can contact AERTRE's baggage office at +39 0422-315141 every day from 8:00 to 22:00.

Check the customs charter to see what you can take with you

General information

How to request assistance

Who the service is for

The instructions to follow in the event of lost or damaged baggage

What you can import

Lost and/or damaged baggage

Assistance and services for passengers with disabilities and/or reduced mobility

those who cannot travel long distances; they can go up and down stairs, they can move self sufficiently (code WCHR);

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those who are completely immobile and not self-sufficient; needing total assistance (code WCHC).

• passengers with hearing disabilities (code DEAF);• passengers with cognitive or behavioural disabilities (code DPNA).

persons who cannot travel long distances and cannot go up and down stairs; self sufficient on board aircraft (code WCHS)

If you come to Treviso airport by car, parking for disabled passengers is free in all the parking areas (Park A, Park B, Park C, Park D, Park B1/B2, Park E, and the Low-Cost park).

Near the passenger entrance, you will find the totem call station of AERTRE's PRM personnel. To see the position of the totem call station, see the map available on the site.

You can receive assistance:• at the totem call station;• at the front desk.

You will be assisted according to your needs until boarding.

The assistance service for PRMs is provided from aircraft disembarkation to being accompanied to the means of transport, or to one of the exit points.

EC Regulation 1107/2006 grants disabled persons and persons with reduced mobility the right to take medical equipment with them and up to two items of mobility equipment per person, including electric wheelchairs, free of charge, subject to prior notice of forty-eight hours and limited to the space available on board the aircraft, and in compliance

Special assistance for departing passengers

Special assistance for departing passengers

Baggage and assistance dogs

with the relevant legislation on hazardous goods.

Also, 'recognised assistance dogs' are allowed to travel on board in the cabin free of charge, subject to prior notification to the carrier and within the limits defined by the national rules applicable to the carriage of dogs.

CONTACTS: AERTRE Information Office: Tel. 0422 315111

Travel by unaccompanied minors is subject to restrictions and rules established by the individual airlines. We therefore recommend consulting the official websites of your flight company.

For detailed information on identity documents valid for travel, see the dedicated section on the website of the State Police and Ministry of Foreign Affairs www.viaggiaresicuri.it.

If you decide to take your pet, remember to inform the travel agent or airline of when buying your ticket. Each carrier has its own rules on how to transport animals. For precise information, we recommend consulting the official websites of your airline.

If the pet is small, it can be carried in the cabin with you, otherwise it will travel in the hold. You must in any case use a carrier appropriate for the pet's size.Remember to bring your pet's health card/booklet and passport, and to check on the vaccinations and certificates required in the destination country.

Rules at Treviso airport for travelling with unaccompanied children in transit

Rules at Treviso airport for travelling with pets

Children

Pets

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Weapons transport is subject to regulations set by the airlines. For details on bookings and costs, see the official website of your airline.

How the transport takes placethe transport of weapons (firearms, cutting and compressed-air) and ammunition is only allowed in the hold;Weapons must be unloaded, disassembled and packed in suitable closed containers;Ammunition must be packed in appropriate impact-and fire-resistant containers.

Handing over and collectionAfter being labelled at the check-in counter, both arms and ammunition must be handed over to the Airport Police, who will check the documentation in the passenger's possession and then take them on board the aircraft. On arrival at Treviso Canova airport, weapons and ammunition must be collected from the Airport Police.

Treviso airport and regulations on transporting weapons The procedure for recovering lost property at Treviso airport

Transport of weapons Lost property

The Lost&Found Office at Treviso Canova Airport is on the ground floor in the Arrivals area. It is open to the public for the return of items from 8:00 to 22:00.If you want to report the loss of an item, fill out the form below with the required information. The lost-property office will take your request and contact you as soon as possible with a response.

Please note that found items will kept for 12 months from the date they were found.

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Airport mapGround floor

First floor

AIRSIDE

LANDSIDE

AIRSIDE

LANDSIDE

USCITAARRIVI

4 65 87 1014

3

16

2

15

11

12

13

17

9

1

CPC

A

19

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AIRSIDE

LANDSIDE

AIRSIDE

LANDSIDEAREA CHECK-IN

VARCHISICUREZZA

GATES GATES

9

10

8

3 4 5 6

7

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By car

By bus

By taxi

Car rental

How to reach the airport

Routes for reaching Treviso Canova airport by car.

From Bologna• take the A13 motorway towards Padua;• continue on the E70-A4 motorway towards Venice;• take the A27 motorway towards Belluno;• exit the motorway at Treviso Sud;• at the roundabout, take the third exit;• keep straight on and enter the ring road of Treviso;• follow the signs to the "Aeroporto".

From Milan• take the A4 motorway towards Venice;• take the A27 motorway towards Belluno;• exit the motorway at Treviso Sud;• at the roundabout, take the third exit;• keep straight on and enter the ring road of Treviso;• follow the signs to the "Aeroporto".

From Belluno• take the A4-E70 motorway towards Venice;• exit the motorway at Treviso Sud;• at the roundabout, take the third exit;• keep straight on and enter the ring road of Treviso;• follow the signs to the "Aeroporto".

From Trieste• take the A4 motorway towards Venice;• take the A27 motorway towards Belluno;• exit the motorway at Treviso Sud;• at the roundabout, take the third exit;• keep straight on and enter the ring road of Treviso;• follow the signs to the "Aeroporto".

Locations connected by bus with Treviso Canova airport:

• Treviso: MobilitàDiMarca - 840 011 222;• Venice and Piazzale Roma railway station: ATVO line;• Treviso railway station: Treviso Airlink shuttle;• Piazzale Roma Venice: direct Barzi Service bus to Tronchetto Island + People Mover service to Piazzale Roma;• Mestre train station: ATVO line and Barzi Service bus;• seaside resorts (Jesolo, Cavallino, Eraclea, Bibione, Lignano): ATVO line.

Where to take the busAt the airport: in via Noalese, on the right as you exit the airport.

Where to buy ticketsAt the Treviso airport ticket office on the ground floor, Arrivals area; on board the bus.

The service at the airport is provided by the company Radio Taxi Treviso.

Information and bookingsTelephone: +39 0422 431515taxi SMS: +39 338 844 2000For more details on fares applied, before boarding the vehicle, ask the staff in charge.

Treviso Canova Airport has car-rental services run by various companies.

Where to do the paperwork for car rentalAt the offices of the rental companies inside the airport, on the ground floor in the Arrivals area.PLEASE NOTE: even if you have already booked the rental, before

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INFORMATION/TICKETING +39 0422 315111

picking up your car, you must go to the rental-company's office at the airport.

Where to collect/drop off the carTo collect your car, turn left out of the airport and walk along the pedestrian way covered by the canopy to the parking area. After about 50 metres, on your right you will see signs for Rent a car.To return your car, coming from the ring road, take the second entrance to the airport on your left, follow the internal road system by turning right and follow the Rent a car signs.

NUMBERBODYCUSTOMS +39 0422 315366

FINANCE POLICE +39 0422 315358POLICE +39 0422 299611

NUMBERAGENCYSICILY BY CAR +39 0422 264243AVIS/BUDGET +39 0422 433351EASYDRIVER +39 0422 431567EUROPCAR +39 0422 262091

FIREFLY +39 0422 22077HERTZ +39 0422 264216

LOCAUTO +39 0422 433834MAGGIORE +39 0422 210115

SIXT +39 342 9947 483WIN RENT / LEASYS +39 042 2433471 / 199 151151

GOLD CAR / RHODIUM +39 392 2211597 / 199 240612ECOVIA / AUTOVIA +39 0422 378075 / +39 380 2170134

BODY NUMBERMOM - MOBILITÀ DI MARCA 840 011 222

BIGLIETTERIA ATVO +39 0422 315381

BARZI SERVICE +39 348 8367185 / 892080

ITALO TRENO 060708 / +39 0689371892RADIOTAXI +39 0422 431515TRENITALIA +39 06 3000 / +39 02323232

State-run agencies

Car rentals

Transport

Useful numbers

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