To ensure the quality of services provided and constantly check customer/passenger satisfaction ADR, and ENAC monitor the key elements on which the quality policy is based. The passenger’s journey begins and ends at the airport, with the flight in between; these two phases, involving different actors, are regulated by two documents that safeguard the passenger in the two steps of the journey: the flight and the stay at the airport.

The Passenger Rights Regulations (Regulation (EC) 261/2004 and Regulation (EC) 1107/2006), made available by ENAC (Civil Aviation Authority), informs passengers on their rights in the event of disruptions such as denied boarding, cancellation or long delay of flights, and on the rights of passengers with disabilities or reduced mobility.
 

The Fiumicino Services Charter drawn up by Aeroporti di Roma, is structured according to the guidelines indicated by ENAC. Inside are defined indicators that allow all passengers, including passengers with disabilities or reduced mobility, to know the levels of service they can count on in Rome's airports.