The National Civil Aviation Authority grants that in Italy the Communitarian Directive no 261/2004 is applied, which sets forth the passenger’s rights and the responsibilities and the reimbursement modalities to users in case of denied boarding, cancellation and lasting delay of flights.

Airline and the tour operators must respect the rights of travellers and provide to the reimbursement modalities foreseen by the rules in force in the European Union.

Passenger's Rights Chart (275 KB)

Aeroporti di Roma adopted a quality management system which adopts, as the main work and reference instrument the “Service Chart”, published and distributed yearly since the 2000. The document sums up the requirements and parameters that the Company commits to respect, by using them as a reference objective for its own work in the two airports of Fiumicino and Ciampino.

ADR, furthermore, prepared a reply system to communications, proposals and claims coming from customers and  passengers, in order to adopt eventual corrective measures and reduce the critical situations.
To send communications, please write to: adrforclient@adr.it