Terms & Conditions – Chatbot

General Information

This information is provided by Aeroporti di Roma S.p.A. (“ADR”), in accordance with Article 50 of Regulation (EU) 2024/1689 on artificial intelligence (“AI Act”), in order to ensure the necessary transparency for users interacting with the “virtual assistant” messaging service (the “Chatbot” or the “Service”) provided by ADR and developed using Amazon Web Services technology.

The Chatbot is an automated system based on generative artificial intelligence, powered by training data sourced from ADR’s websites and designed to respond to enquiries from the user (the “User”) regarding ADR’s airport services and, in particular, to provide information and assistance to the User.  

Although the underlying technology is generative AI provided by Amazon Web Services Enea Sarl (“AWS”), the system made available by ADR is designed for a specific, defined purpose and is limited to airport-related matters and services. It therefore does not fall within the definition of a “general-purpose AI system” (GPAI) under the AI Act.

The Service is available via the web version accessible from the website https://www.adr.it/web/aeroporti-di-roma-en/ (the “Website”) and via the WhatsApp interface (the “App”).

The owner of the Chatbot is Aeroporti di Roma S.p.A. – a company subject to the management and coordination activities of Mundys S.p.A.; Tax Code 13032990155; VAT No. 06572251004; Registered office: Via Pier Paolo Racchetti 1 - 00054 Fiumicino (RM); [info@adr.it 0665951].

These Terms of Use (“Terms”) apply to any use of the Service by the User and constitute a binding agreement between the User and ADR.

Before using the Chatbot, the User must carefully read these Terms, which are accessible via the link provided in the initial message sent upon accessing the Website or the App, or following the voice call. By using the Chatbot (sending a message, voice note or making a call), the User accepts these Terms. These Terms may be printed and/or saved on another durable medium accessible to the User.

Responses to messages/voice notes/requests made during the User’s call are generated automatically using Artificial Intelligence, without interaction with human operators.

1. Use of the Service

The Chatbot is intended solely to provide information and clarification on airport-related matters and services: e.g. services provided within the airport premises, the location of shops, or flight information. The User acknowledges and accepts that the Chatbot cannot provide answers regarding other areas or subjects, nor perform tasks or functions other than those specified in these Terms. The Service uses generative artificial intelligence (AI) to answer the User’s questions on airport-related topics and services, such as, but not limited to, flights, restaurants, shops and services at the airport. The responses – generated automatically by an AI system without the involvement of a human operator – are for information purposes only and may be standardised, partial, limited or incomplete/non-exhaustive. The Chatbot provides general information and does not replace the official communication channels of ADR and/or the User’s airline. It is therefore recommended that you always refer to official sources/information (e.g. the airline’s communications regarding flight boarding). At any time, Users wishing to speak to a human operator may type “contact” in the chat – or request this during a voice call – to receive the relevant numbers and speak to an operator.

The option to interact via a recorded call is purely optional and not mandatory for the User, who is free to choose whether to interact with the Chatbot via the traditional text-based method or via a voice call.

1.2 The User may not access the Chatbot if they are under the age of 14 or if they lack the legal capacity to act in accordance with applicable law. If these requirements are not met, access may only take place under the supervision of parents or a legal guardian, who shall assume full responsibility for any consequences arising from the use of the Service.
1.3 For the purposes of using the Chatbot, the User undertakes to:

1. not publish, send or share in any form via the Chatbot any content that is defamatory, offensive, intimidating, illegal, racist, discriminatory or obscene;
2. not to use the Chatbot to carry out unlawful activities or activities that may infringe the rights of third parties (including, but not limited to, intellectual property rights and privacy);
3. not to disable or in any way circumvent filters, controls or features designed for the security of the Service or privacy;
4. Do not copy, modify, decompile or attempt to extract the source code of the Chatbot or any of its components.

1.4 ADR expressly reserves the right, without prior notice, to: (a) modify, add or remove features of the Service; (b) temporarily suspend or cease provision of the Service.

2. Rights of ADR

2.1 The Service allows you to submit materials for processing, which may include text, documents, images or recordings, depending on the interface used (App or Website) (collectively, the “Requests”), and generates a response based on the Requests (“Output”).

2.2 ADR retains all rights to the Service, the related software and the Chatbot’s training datasets, including intellectual property rights. Apart from the rights of access and use expressly granted in these Terms, the User is not granted any other rights or powers in relation to the Service, the related software, its components or functionalities. The User does not acquire any rights to the Output or the data contained therein.

2.3 Except as expressly provided for in these Terms, in any other applicable terms and conditions (e.g. the terms of use of the App or the Website) and in the relevant legislation, the User retains all rights to their Requests.

2.4 ADR is entitled to use the Requests and related information, including through automated or manual (human) control and through third-party providers, in the following cases:

1. to provide the Service;
2. to monitor the use of the Chatbot, including through appropriate human oversight, for the purpose of verifying compliance with these Terms and applicable laws; and to report breaches of laws or regulations, as required by applicable law or by a judicial or administrative order;
3. to remove unsafe, discriminatory or other content that breaches these Terms and/or applicable regulations;
4. to suspend or remove access for Users who breach these Terms and/or applicable regulations. Should the User breach these Terms or other applicable terms and regulations, ADR reserves the right to suspend or permanently disable their access to the Service or to other ADR services.

3. Intellectual Property Rights. Third-party rights

3.1 The “ADR AEROPORTI DI ROMA” trademark, as well as all figurative and non-figurative trademarks, images and logos on the Chatbot and/or Website, are the exclusive property of ADR and/or the respective holders of the intellectual property rights and/or copyright in them.

3.2 The total or partial reproduction, modification, tampering or use of said trademarks, images and logos, for any reason and on any medium, is strictly prohibited without the express written authorisation of ADR and/or the respective owners of the intellectual property rights and/or copyright.

3.3 The User agrees that their Requests must not breach these Terms, any other applicable terms and conditions (e.g. the terms of the App or the Website) and the regulations applicable to the use of the Service, including the protection of intellectual property rights. By way of example, the User undertakes not to use materials subject to third-party intellectual property rights, of a confidential nature or which may breach data protection regulations.

3.4 ADR shall not be liable for the User’s use of third-party elements, such as – by way of example – content, materials, documents, texts, recordings, images, trademarks, designs, personal characteristics (image, voice), trade secrets or confidential information, and personal data; the User uses such elements at their own risk and responsibility. By accepting these Terms, the User indemnifies and holds ADR harmless against any dispute, action or claim by third parties in relation to the use of their own elements, such as – by way of example – content, materials, documents, texts, recordings, images, trademarks, designs, personal characteristics (image, voice), trade secrets or confidential information and personal data.

4. Limitation of liability

4.1 The Chatbot is a technology that is still under development and improvement. ADR will make every reasonable effort to provide accurate and truthful information via the Chatbot.

4.2 The Service generates Output based on the Requests provided by the User. The specific Output returned by the Chatbot based on the User’s Requests cannot be predicted in advance, and ADR cannot guarantee the full accuracy and/or completeness of the Output and/or that it is fully up to date, nor, in general, of the information provided via the Service.

4.3 The User accepts and acknowledges that the Service may provide information that is inaccurate, incomplete or out of date. The User is therefore required to verify all information provided by the Service before taking any action or making any decision based on the information received. For official information, the User must always contact the ADR switchboard (on 0665951) or the airline operating their flight. In particular, all information provided by the Service regarding the flight, such as, for example, take-off time, check-in time, boarding time, delays, cancellations and arrival time, is the responsibility of the individual airline and may be subject to change without prior notice from the airline. ADR is not responsible for the content of such information and therefore declines all responsibility towards the User for any errors, inaccuracies or omissions, as well as for damages (direct, indirect or consequential) arising from the use of such information. The Service may provide responses based on information and/or content provided by or under the responsibility of third parties (e.g. airlines and/or entities providing services at the airport). However, ADR has limited control over the content of such information and/or content; therefore, it accepts no liability for responses provided on the basis of information and/or content from such third parties.

4.4 To the fullest extent permitted by applicable law, ADR does not assume any liability: (i) for the accuracy or completeness of the information provided via the Service; (ii) for any Output that is defamatory or contains unlawful or immoral content; (iii) for any Output that infringes the rights of third parties.

4.5 To the fullest extent permitted by applicable law, ADR, its directors or affiliated companies shall not be held liable for any actions, losses or damages arising to the User or third parties from the use of the Chatbot.

4.6 ADR shall also not be liable in the event of the User’s failure to use or inability to use the Service, any delay in updating the information or responses provided by the Chatbot, or for any damages arising from any interruptions, suspensions, delays or faults in the connection to the Service. ADR reserves the right to interrupt, suspend and/or revoke – at any time and at its unquestionable and discretionary decision – access to and use of the Service.

4.7 ADR gives no guarantee regarding the continuity of access to the Service.

5. Privacy and data security

5.1 ADR protects the privacy and security of its Users’ information. For any information regarding the processing of personal data, Users are invited to read the privacy policy available at the following link: https://www.adr.it/web/aeroporti-di-roma-en/chatbot-privacy-policy 

5.2 In any case, ADR recommends that, when interacting with the Chatbot, you do not share any personal information that is not strictly necessary and/or required for the purpose of handling your support request.

6. Applicable law. Disputes.

6.1 These Terms are governed by Italian law, subject to the mandatory provisions of the law applicable to Users acting as consumers, as defined in Legislative Decree No. 206/2005 (Consumer Code).

6.2 In the event of complaints or disputes relating to the use of the Service by the User as a consumer, as defined by Legislative Decree No. 206/2005 (Consumer Code), the User and ADR agree to resolve disputes and respective individual complaints before the competent judicial authority of the User’s country of primary residence.

6.3 In the event of complaints or disputes relating to the use of the Service by the User who is not a consumer, as defined by Legislative Decree No. 206/2005 (Consumer Code), the User and ADR agree to resolve disputes and their respective individual complaints before the competent judicial authority at the Court of Rome (Italy).

6.4 If the User is a consumer residing in the European Union, they may also initiate one of the out-of-court dispute resolution procedures provided for by current legislation; further information on online dispute resolution is available via the following link to the European Commission’s website: http://ec.europa.eu/consumers/odr/ (or via the various resources that will be made available by the European Commission following the adoption of new regulations on the matter). This link is provided as required by Regulation (EU) No 524/2013 of the European Parliament and of the Council, for information purposes only. ADR is under no obligation to participate in online out-of-court dispute resolution.

7. Changes to These Terms and Conditions

ADR is constantly working to optimise its services and develop new features designed to improve its products for Users and its customers. Consequently, these Terms may be updated from time to time to ensure they accurately reflect ADR’s services and policies, promote a secure experience and/or comply with applicable law. Before accessing the service, the User may always accept the most up-to-date and current version of the Terms, which shall take effect from the date of publication specified at the bottom.

8. Final Clause

8.1 These Terms consist of all the clauses contained herein. If one or more provisions of these Terms is declared null and void or unenforceable by law or following a court ruling, the remaining provisions shall remain in full force and effect.

8.2 The fact that one of the Parties does not enforce a breach of any of the obligations contained in these Terms and Conditions against the other Party shall not be construed as a waiver of the right to enforce the obligation in question in the future.

9. Contact Information

For any queries regarding the Service, please contact ADR by writing to:
Aeroporti di Roma S.p.A., Via Pier Paolo Racchetti 1 - 00054 Fiumicino (RM);

• by email: adr@adr.it;
• by telephone: 066591;
• via the Contact Us page. 

10. Date of entry into force

Last update: april 2026
 
By sending a message or making a WhatsApp call to the Chatbot, in accordance with and for the purposes of Article 1341 of the Italian Civil Code, the User expressly agrees to the following clauses of the Terms: 1.3 restrictions on use of the Service; 1.4, right to unilaterally amend, suspend or terminate the Service; 2.2 absence of User rights over the Outputs; 2.4 ADR’s rights over Requests and Outputs; 3.4 hold harmless clause in favour of ADR; 4. Limitations of ADR’s liability; 6. Agreed jurisdiction; 7. Unilateral amendments to the Terms.