In the interests of guaranteeing the quality of the service offering and constantly measuring customer/passenger satisfaction, ADR and ENAC monitor the key elements that comprise their quality policy. Passengers begin and end their flights in airports; the two phases – in flight and in the airport - involving different players, are covered by two separate documents, protecting the rights of passengers when on board and during their stay in the airport.
The Passengers' Bill of Rights, issued by ENAC (the Italian Civil Aviation Board), applies to passengers and their baggage during the portion of the journey for which their carrier is responsible.
The Service Charter issued by Aeroporti di Roma, is organised along the guidelines indicated by ENAC. This defines 52 indicators that passengers can utilise to ascertain the level of service they can expect in Rome airports.
The first edition of the Service Charter and Guide for Passengers with Limited Mobility illustrates the levels of service guaranteed for passengers with disabilities and/or limited mobility and contains a specific guide to Fiumicino's Leonardo da Vinci and Ciampino's G.B. Pastine airports.