Service Charter Airline Standards...Service Charter Airline Standards Quality and Compliance Monitoring Department 2020 SERVICE CHATER AIRLINE STANDARDS – 2020 Reference: Circular

SERVICE CHATER AIRLINE STANDARDS – 2020 Reference: Circular ENAC GEN-06 Service Quality and customer satisfaction in air transportation

QUALITY AND COMPLIANCE MONITORING DEPARTMENT

Quality and Compliance Monitoring Department | CdS 01 Ed 01 | 21/06/2017 | Pag. 1 of 28

Service Charter Airline Standards Quality and Compliance Monitoring Department

2020




Overview SECTION I 1.1 – INTRODUCTION ......................................................................................................................... 3

1.2 – THE AIRLINE ................................................................................................................................ 4

1.3 – CONTACTS .................................................................................................................................. 5

1.4 – THE FLEET ................................................................................................................................... 6

1.5 – ENVIRONMENT POLICY .............................................................................................................. 6

1.6 – INFORMATION ........................................................................................................................... 7

1.7 – ON-BOARD MEALS ................................................................................................................... 17

Medium Haul Flight ................................................................................................................... 17

Long Haul Flights ........................................................................................................................ 17

1.8 – LOYALTY PROGRAMM ............................................................................................................. 17

1.9 – SPECIAL ASSISTANCE - PRM ..................................................................................................... 17

SECTION II 2.1 – QUALITY INDICATOR AND PERFORMANCE FIGURES .............................................................. 21

2.2 - QUALITY INDICATOR AND PERFORMANCE FIGURES - PRM ................................................... 25

SECTION III 3.1 – COMPLAINTS PROCEDURE ...................................................................................................... 27 3.2 – CONCILIATION PROTOCOL ....................................................................................................... 27




SECTION I 1.1. INTRODUCTION Dear passenger, Blue Panorama Airlines is pleased to present the new edition of the Airline Services Charter, published in compliance with the provisions of the GEN-06 ENAC circular (National Agency for Civil Aviation).

The fundamental principles inspired by this Service Charter are equality and impartiality, continuity in the provision of public service, information and operational efficiency and effectiveness.

Whitin this document we represent our commitment to our passengers to constantly improve our services and to best meet your needs.

The indicators provided allow, as a whole, to evaluate the performance on Regularity & Punctuality of flights, Luggage and mobility aid devices transported and the perception that passengers have regarding the services provided by the company.

The quality indicators and monitoring is carried out by the internal Blue Panorama quality system in compliance with the methods referred to in Annex 2 of the Circular ENAC GEN 06.

The survey questionnaire sent to all Blue Panorama passengers is available in four languages (Italian, English, Spanish and Albanian) and is divided into several sections:

Courtesy and kindness of the Crew members and Staff - how the on-board service was carried out and the information received on board On-board services, Catering and Entertainment Comfort of the journey on board - Status and cleanliness of the cabin, the seats and the toilets

The Service Charter contain also the specific quality indicators for passengers with reduced mobility, in compliance with the provisions of the GEN-02 ENAC circular (Annex 2 – Special assistance to PRMs)

For the satisfaction percentage calculation model, the odd scale was adopted, the passenger can express his satisfaction with a score from 1 to 5 (1 = Very satisfied, 2 = Satisfied, 3 = Neither satisfied nor dissatisfied, 4 = Dissatisfied, 5 = Very Dissatisfied) with free text final suggestion.

The Service Card can be downloaded directly from our website www.blue-panorama.com (in Italian and English).




1.2. THE AIRLINE Blue Panorama Airlines was founded in 1998, is associated with IATA since 2002 and in 2017 has been acquired by the UVET Group, an Italian leader in tourism, offering innovative services and solutions for business travel, mobility, tourism, incoming and corporate events.

UVET coordinates a set of companies which generated turnover of 2.9 billion euro in 2017 and has more than 1600 employees, including the Settemari tour operator and the Uvet Network branded agency network, Last Minute Tour and Open Travel Network made up of over 1,200 travel agencies active in the business and leisure segments. The airline is a team of 500 people grown over the years around a company that has always remained completely Italian, according to European regulations, holder of certifications on the operational safety of IOSA and FAA & TSA air carriers and aircraft maintenance licensing thanks to the EASA Part 145 certification. We have always cooperated with the main Italian tour operators and together with them we reach the most enchanting destinations on the planet. Leader on the Caribbean, 300 thousand passengers per year choose Blue Panorama to fly to Jamaica, Mexico, Dominican Republic, Cape Verde, Kenya, Tanzania Antigua and Cuba.

The company's objective is to confirm and develop its primary role in the transport and tourism system in Italy, and in the rest of the world, through the activities carried out by the Group companies. It also intends to stand out for the quality of its service in terms of hospitality, elegance, courtesy and security. The mission of the Blue Panorama is strongly oriented to passengers satisfaction.




1.3. CONTACT

REGISTERED AND AMMINISTRATIVE OFFICE Blue Panorama Airlines S.p.A. Via dell'Industria, 32/34 – 21019 Somma Lombardo (VA)

BOOKINGS AND ASSISTANCE Active number every day from 08:00 to 20:00

INFORMATION AND BOOKINGS From Italy 895 898 8985 From Albania +355 44 500130 Other Countries +39 06 99503222

CUSTOMER SERVICE - PRM – Passeggers with reduced mobility - Cancellations and Rescheduling - Post sales assistance

Phone number +39 06 99503111

CONTACT CENTRE E-mail: [email protected]

mailto:[email protected]




1.4. THE FLEET The Blue Panorama fleet currently consist of:

SHORT/MEDIUM HAUL

Qty 1 - Boeing 737-300 with a capacity of 148 seats

Qty 2 - Boeing 737-400 with a capacity of 168 seats

Qty 5 - Boeing 737-800 with capacity of 189 seats

LONG HAUL Qty 3 – Boeing 767-300/ER with capacity of 260 seats (Economy Class) and 12 seats (Business Class)

Our fleet, thanks to the different cabin configurations and the wide flight range, meets the growing needs of the market, offering, for example, the on-board audio and video entertainment systems for long-haul flights.

In 2019 the fleet will be gradually renewed with additional B737-NG aircraft and by phasing out the B737-Classic

1.5. ENVIRONMET POLICY Not expected.




1.6. INFORMATION A. Possible tariff reductions for infants, children and carers of people with non-autonomous disabilities; Infant can only travel seated

on an adult's arms and exclusively in Economy Class. The Carrier does not accept on board the flight more infant passengers accompanied by a single passenger who is eighteen years of age. Long-haul aircraft allow the possibility of using the cradle service (BSCT - Bassinet / Baby Basket). This service can only be requested upon acceptance at the check-in desk and confirmation of this is subject to availability. Passengers for whom the unaccompanied minor service (UMNR) is requested are not entitled to any reduction to the flight ticket and therefore pay the same price level reserved for Adult passengers. Minors who are under 6 years of age can not travel alone but only with an accompanying person (parents and / or relatives in possession of custody delegation) who has completed eighteen years of age. Children from 6 years up to 14 years old can travel without a companion only using the UMNR procedure (unaccompanied minors) with a maximum limit of 2 per flight. UMNR passengers (unaccompanied minors) shall make the reservation exclusively through the Carrier's Contact Center, by calling +39 06 99503111 at least 72 hours before the departure of the flight. At the time of booking, it is necessary to provide the identification details and contact details of the escort bringing the child to the departure airport (EOD - Escort on Departure) as well as those of the person who takes custody of the minor at the airport arrival (EOA - Escort on Arrival). To UMNR passengers (unaccompanied minors) the Carrier applies a supplement of 150 Euro - NON REFUNDABLE - each way for each unaccompanied minor for Blue Panorama Airlines scheduled flights. For Carers of persons with non-autonomous disabilities, the Carrier does not apply special rates.

B. Hand bag: On all flights of the Company, each passenger may take on board the aircraft one unchecked bag measuring no more

than 55x40x20 cm (handle and wheels included) and maximum weight limit of 10 kg. C. Check-in luggage: The fee for check-in luggage, the sum of the length, height and depth of which should not exceed 160 cm, is

calculated as follows:




DOMESTIC FLIGHTS EXCEPT TO LAMPEDUSA / PANTELLERIA INTERNATIONAL FLIGHTS TO ALBANIA FOR PURCHASES ON THE WEBSITE AND VIA THE CONTACT CENTRE (WEB RATES)

Class of service Check-in luggage Luggage fee Fee for excess weight

Economy Class Not included 1 bag / 20 kg In advance : 10 EUR At the airport : 20 EUR

10 EUR per kg Up to 2 bags / 30 kg total In advance : 20 EUR At the airport : 40 EUR

Notes: 1. In the case of purchase of 2 bags, the total weight of the check-in luggage must not exceed 30 kg. 2. Advance purchase means purchase via the Contact Centre or online up to 4 hours before departure. 3. Airline ticket offices may charge administrative fees for payment and collection of the amount due for the additional luggage or excess luggage.

DOMESTIC FLIGHTS TO LAMPEDUSA / PANTELLERIA INTERNATIONAL FLIGHTS IN EUROPE AND ISLA SAL FOR PURCHASES ON THE WEBSITE AND VIA THE CONTACT CENTRE (WEB RATES)


Economy Class Not included

1 bag / 20 kg In advance : 20 EUR At the airport : 40 EUR

10 EUR per kg Up to 2 bags / 30 kg total In advance : 40 EUR At the airport : 80 EUR Advanced: 40 EUR On departure: 80 EUR

Notes: 1. In the case of purchase of 2 bags, the total weight of the check-in luggage must not exceed 30 kg. 2. Advance purchase means purchase via the Contact Centre or online up to 4 hours before departure. 3. Airline ticket offices may charge administrative fees for payment and collection of the amount due for the additional luggage or excess luggage.

LOW-COST FLIGHTS WITH BLU EXPRESS FOR PURCHASES AT A TRAVEL AGENCY WITH IATA AIR TICKET OFFICE (GDS RATES)


Economy Class 1 bag / 20 kg Check with Contact Center 10 EUR per kg

Notes: 1. In the case of purchase at a Travel Agency, always check the type of rate, whether WEB or GDS. If in doubt, call the Contact Centre.




LONG-HAUL INTERCONTINENTAL FLIGHTS - ALL THE RATES


Economy Class 1 bag / 23 kg free of charge 1 bag / 23 kg In advance : 75 EUR At the airport : 150 EUR (Max 2 additional bags) 18 EUR per kg

Blue Class 2 bags / 23 kg free of charge 1 bag / 23 kg In advance : 75 EUR At the airport : 150 EUR (Max 1 additional bag) 18 EUR per kg

Notes: 1. Passengers of Cuban nationality travelling between Cuba and Italy are entitled to a maximum weight per bag of 32 kg instead of 23 kg for all classes of service. 2. Passengers of Cuban nationality travelling between Cuba and Italy may purchase up to a maximum of 1 additional bag in excess of the allowance granted for Economy Class, and may not purchase additional bags for Blue Class. 3. There is a 10 kg luggage allowance per infant on board. 4. Advance purchase means one made through the Contact Centre up to 4 hours before departure. 5. Airline ticket offices may charge administrative fees for payment and collection of the amount due for the additional luggage or excess luggage.

D. Transport of medical and mobility devices: medical equipment can be carried on board the aircraft; however, in the event that it is

necessary to transport a device of considerable size or a large number of devices, it is necessary to inform the Carrier's Contact Center 48 hours before flight departure, by calling +39 06 99503111 to ensure that it is transportable. It is allowed, in addition to checked baggage, the transport in the cabin of life-saving drugs and medicines (ampoules / ointments / syringes / tablets / flacons), for the passenger's use, sufficient for the duration of the flight, in compliance with the limitations foreseen for the transport of liquids and, in any case, for a weight not exceeding 2 kg. The aircraft do not have devices capable of refrigerating drugs and the crew is unable to dispense any medicine. The transport of medicines on board the aircraft is subject to the presentation of the following documentation: • medical certificate, with a date no earlier than 30 days, attesting to the need, quantity and method of taking and administering

the drug; • package brochure of the medicine; • self-certification attesting that the container is anti-shock and anti-overthrow

Needles: it is possible to carry needles and syringes on board the aircraft for the treatment of particular medical conditions. However, it is necessary to carry a medical certificate that specifies the type of medicine and its use




The passenger shall provide independently for any injection necessary during the flight. Our cabin crew is unable to dispense any medicine, including injections.

Medical oxygen: the Carrier does not supply medical oxygen for routine use on board the aircraft and is not authorized to transport cylinders for therapeutic use.

The Carrier authorizes the transport of oxygen for personal use only in the form of P.O.C. Portable Oxygen Concentrator or battery-powered oxygen concentrators. It is necessary to inform the Carrier's Contact Center 48 hours before flight departure, by calling +39 06 98956666 to ensure that it is transportable.

It is necessary to present a medical certificate at check-in that certifies the need for oxygen for therapeutic reasons. It is not possible to carry chemical oxygen generators on board.

Pacemakers: Cardiac pacemakers or other devices are allowed, including lithium battery devices, implanted in a person or radio drugs contained inside a person's body for medical treatments.

Stretcher: the Carrier does not accept stretcher on any flight.

E. Carriage of guide dogs for blind people in the cabin (mode): the carriage of guide dogs or assistance dogs for disabled passengers is free (recognized assistance dogs can also travel to the UK and Ireland).

F. Prohibited items: the transport of the following items in the cabin is prohibited. Guns, firearms and other weapons. Any object that can actually or apparently fire a bullet or cause injury, including: • lighters in the form of a firearm • toy weapons of any kind • crossbows • firearm components (excluding telescopic sighting devices and viewfinders) • devices for stunning or transmitting a shock, such as electric prods for cattle, ballistic weapons with projected energy (taser) • slingshots • diving guns • ball guns




• air guns, rifles and shotguns • industrial guns with darts and nail guns • rocket launchers • starter guns • replicas and imitations of firearms • tools to suppress animals without pain • all firearms (pistols, revolvers, rifles, rifles, etc.)

Pointed or edged weapons and sharp objects Sharp or bladed items that can cause injury, including: • harpoons and spears • axes and hatchets • raftsman's tools that can be used as pointed or edge weapons (for example drills and related bits, cutters, cutters, all types of

saws, screwdrivers, crowbars, hammers, pliers, spanners, welders) • ski and walking / hiking sticks • scalpel • knives, including ceremonial knives, with blades over 6 cm long, made of metal or any other material strong enough to make

them potential weapons • scissors with blades over 6 cm long • arrows and darts • machete • butcher cleavers • skates for ice skating • ice and ice pick ice axes • crampons • open razors and razor blades (excluding safety or disposable razors with blades incorporated in the cartridge) • sabers, swords and sticks with a hidden blade




• throwing stars • sharpeners or snap knives with blades of any length

Blunt instruments Any blunt instrument that can cause injury, including: • martial arts equipment (eg iron punches, clubs, batons, chains, nunchaku, kubotan, kubasaunt) • fishing rods • baseball and softball bats • cricket bats • golf clubs • hockey sticks • lacrosse sticks • rigid or flexible clubs or sticks (eg batons, truncheons and clubs) • paddles for kayak and canoe • skateboarding • billiard cues or similar

Explosives and flammable substances Any explosive or highly flammable substance that represents a risk to the health of passengers and crew or to the safety of the aircraft or property, including: • turpentine and solvent for paints• alcoholic beverages with an alcohol content of more than 70% (140% in proof proof) • smoke sticks or cartridges • flammable liquid fuels (for example oil / petrol, gas oil, lighter fuel, alcohol, ethanol) • detonators • detonators and fuses • explosives and explosive devices




• non-safety matches • fireworks, rockets (any kind) and other pyrotechnic articles (including firecrackers and toy cartridges) • gas and large gas containers (such as butane, propane, acetylene, oxygen) • grenades of any kind • mines and other explosive military materials • ammunition • replicas or imitations of explosive materials or explosive devices • underwater torch with inserted batteries • aerosol spray paint

Chemical and toxic substances Any chemical or toxic substance that represents a risk to the health of passengers and crew or to the safety of the aircraft or assets, including: • acids and alkalis (for example pourable "wet" batteries) • extinguishers • infectious material or dangerous biological material (eg infected blood, bacteria and viruses) • radioactive material (eg medical or commercial isotopes) • materials for ignition or spontaneous combustion • corrosive substances or bleaches (for example mercury, chlorine) • disabling or immobilizing sprays (eg irritating sprays, tear gas) • poisons

liquids: • water and other beverages, soups, syrups • creams, lotions and oils • perfumes • spray




• gel (including hair and shower gel) • contents of pressurized containers (including shaving foams, other foams, aerosols and deodorants) • pastes (including toothpastes) • mixtures of liquids and solids • mascara • any other product of similar consistency

unless such liquids are contained in individual containers of a capacity not exceeding 100 milliliters or equivalent (eg 100 grams), to be transported in a transparent plastic bag completely closed, with a capacity not exceeding 1 liter (or rather of dimensions equal, for example, to about 18 x 20 cm) separately from the other hand bag. Items prohibited in the Cargo Transport in the aircraft cargo of the following items is prohibited: • spray cans for personal defense • fuel system components of vehicles that contain fuel • alarm devices • explosives, including detonators, fuses, grenades, mines and explosives • gases, including propane and butane • flammable liquids, including gasoline and methanol • refrigerants and irritants • radioactive material, including medical or commercial isotopes • flammable solids and reactive substances, including magnesium, ignition devices, pyrotechnic articles and rockets • corrosive substances, including mercury and vehicle batteries • liquid / solid flammable substances including alcohol above 70 degrees • magnetizing substances • oxidizing substances and organic peroxides, including bleach and car body repair kits • toxic or infectious substances, including rat poison and infected blood




• underwater torch with inserted batteries

Transport of weapons

The transport of weapons and ammunition is regulated by special provisions, contained in law n. 694 of December 23, 1974. According to the article 30 of the T. U. of the public safety laws R. D.18 June 1931 n. 773, weapons are defined as own weapons, that is, firearms and all those whose natural purpose is offense to the person, including pointy and cutting tools (daggers, stilettos and the like). Weapons and ammunition must always be reported at the time of booking and can only be accepted as checked and labeled baggage up to the final destination, provided that: • The weapons are unloaded, disassembled and packed in special containers and equipped with a safety lock. Ammunition is transported for sporting purposes: • suitably protected against impacts and sudden movements; • packed in special metal, wood or fiber containers, fitted with safety locks and resistant to impact and fire; • in quantities not exceeding 5 kg (11 lb.) including tare per passenger. The transport of ammunition with incendiary or explosive bullets is strictly prohibited. If you send both the weapon and the ammunition the containers must be two separate and separate, but only one supplement is applied. In consideration of the particularity of this baggage, the passenger must inquire about the exact regulations with the State Police / Border and on any customs formalities. This allows to prepare an accurate documentation and, at the same time, to avoid that during the journey there are disputes from the Authorities in charge. The assistance cost is 60 euros per way.

G. Insurance coverage on the declaration of increased value of the checked baggage. There is no further insurance coverage for the greater value of the baggage.

H. Other supplementary insurance coverage in favor of the passenger. Additional optional insurance coverage, in favor of the passenger, is provided when purchasing the ticket for any trip cancellation.




I. Animal transport (mode): for the transport of animals, the passenger must contact the Carrier's Contact Center at least 72 hours before flight departure to check the availability of space on board the aircraft. Failing this, the Carrier does not guarantee the boarding of pets. The presentation at the check-in desk must take place at least 60 minutes before the acceptance time limit. The transport of pets is allowed on all flights of the carrier only in the cabin and is subject to compliance with the following conditions: • each passenger can carry only one carrier with a maximum limit of 5 animals of the same species; • the Carrier accepts the boarding of animals with a maximum limit of two carriers per flight; • the Carrier accepts dogs, cats, ferrets, hamsters, rabbits and guinea pigs weighing up to 10 kg, including the container. The transport of pets is also subject to the following conditions: Dogs, cats and ferrets. To travel in the EU, dogs, cats and ferrets must have: • passport issued by a veterinarian, showing vaccinations and the animal's state of health; • legible tattoo or electronic identification system (transponder). Animals under the age of 3 months, so not yet subjected to the rabies vaccine, cannot travel in Europe. Passengers are required to verify any provisions or restrictions in the country where they are going to the Embassy or Consulate of reference. The transport of animals is not permitted in the United Kingdom and Ireland.

J. Special meals: meals are prepared for the Carrier by external companies in compliance with high international quality standards. For Blue Panorama Airlines scheduled flights it is also possible to request reservations exclusively through the Contact Center of special meals in Economy Class and Blue Class (Business Class) such as:

• VGML (western vegetarian meal) or a Western (non-vegan) vegetarian meal; • GFML (gluten free meal) or meal that includes gluten-free foods.




1.7. ON BOARD MEALS A. MEDIUM HAUL FLIGHT

On Blue Express flights, the on-board service (snacks, sandwiches, drinks, juices) is charged

On flights made with Tour Operators, as provided for in the stipulated contract.

B. LONG HAUL FLIGHT

On long-haul flights, the on-board menu offers the option of choosing your own meal and breakfast

1.8. LOYALTY PROGRAM A loyalty program is not regulated.

1.9. SPECIAL ASSISTANCE A. Passenger with Reduced Mobility: PRM passengers who need special assistance must request the Carrier's assistance within 48

hours of flight departure time exclusively through the Carrier's Contact Center: Passengers PRM can communicate any need during the booking process by contacting the call center at the following numbers:

• Italy / Abroad +39 06 99503111 • Albania +355 44 500130




B. Know the safety regulations that BPA applies to the transport of disabled persons and persons with reduced mobility, as well as any restrictions on their transport or the transport of mobility equipment;

The Carrier provides different types of special assistance based on the following PRM passenger classification:

• WCHR (WHEEL CHAIR RAMP): passenger who can walk autonomously inside the aircraft and get on and off the stairs, but who needs a wheelchair or other means of transport to travel long distances within the 'terminal.

• WCHS (WHEEL CHAIR STAIR): passenger who can walk independently inside the aircraft, but who cannot get on or off the stairs and who needs a wheelchair or other means of transport to move within the 'terminal.

• WCHC (WHEEL CHAIR CABIN): immobilized passenger, who needs a wheelchair to move around and needs assistance from the time of arrival at the airport until the end of the flight as well as to leave the airport.

• DEAF: passenger with hearing or hearing impairment and speech impairment. • BLIND: passenger with impaired vision (distinguishing between blind and visually impaired). • DEAF / BLIND: passenger with impaired vision and hearing and who needs the assistance of a carer to move. • DPNA: passenger with intellectual or behavioral problems.

For security reasons, the Carrier may accept a limited number of wheelchairs per flight on board. Blind passengers accompanied by their own guide dog are accepted on board the Carrier's flights, compatibly with the availability of space and provided that the guide dogs are in hygienic conditions suitable for the flight and are equipped with a muzzle and leash, health documents and / or a health passport and any other documentation required by destination countries. The muzzle and the leash must be used during the cruise phase if requested by the crew for safety reasons. Guide dogs are transported free of charge and are not subject to weight limits. Please note that some countries have special legislation regarding the admission of animals. We therefore recommend that you review them before traveling. It is the passenger's duty to ensure that the documents are in order and present them at check-in. It is mandatory for the passenger who requests the assistance provided by the service called WCHC (WHEEL CHAIR CABIN) to be accompanied by a person able to help the disabled person in case of emergency and to respond to his personal needs on board. Furthermore, the presence of an accompanying person is mandatory, regardless of the type of assistance required, in all cases where passengers with disabilities or reduced mobility are not independently capable of:




• feeding: the passenger is not able to feed himself. In the case of visually impaired passengers, the cabin crew can assist the passenger by opening the food packages and describing the catering service;

• lift: the passenger is not able to move from the seat to the wheelchair on board; • communicate: the passenger is unable to communicate with cabin assistants and understand their warnings / instructions; • use the toilets: the passenger is not able to use the toilets. Cabin crew can assist the passenger to move into the cabin to

reach the toilets but under no circumstances can he provide assistance in the toilets. • take medicines: the passenger is unable to administer his own medicines and medications.

In such cases, if the passenger shows up without an escort, the Carrier refuses to board. Passengers requesting one of the described types of assistance must be in possession at the time of check-in of the self-certification flight (INCAD) duly completed and signed. This document can be requested by the airport staff if there is any doubt that the passenger is unable to perform independently. Please note that if the declarations made pursuant to Presidential Decree 445/2000 prove to be false and mendacious, the declarant will be prosecuted according to the law. PRM passengers (NON permanent disability) Passengers who need special assistance must request assistance from the Carrier within 48 hours prior to the flight departure time exclusively through the Carrier Contact Center, by calling +39 06 99503111. It is mandatory for passengers with temporary disabilities or reduced mobility to be in possession at the time of check-in of the INCAD model flight (completed and signed by the passenger) and the MEDIF model (completed, signed and stamped by the attending physician. In the case of casted arts, air travel is not recommended before 48 hours after the cast. Please note that if the declarations made pursuant to Presidential Decree 445/2000 prove to be false and mendacious, the declarant will be prosecuted according to the law.

• The passenger can consult the information on the flights and on the assistance services also available via web through the website www.blue-panorama.com in the SPECIAL ASSISTANCE section.

• PRM passengers can make free use of booking services and request for special assistance by telephone. • Transport recognized assistance dogs to the cabin, in compliance with national regulations. Blind passengers accompanied

by their own guide dog are accepted on board the Carrier's flights, compatibly with the availability of space and provided




that the guide dogs are equipped with a muzzle and leash, health documents and / or a health passport. It is mandatory for the passenger to show the INCAD / MEDIF form at the check-in point, duly completed, signed and stamped by the treating doctor.




SECTION II 2.1 QUALITY INDICATORS AND PERFORMANCE FIGURES

REGULARITY AND PUNCTUALITY

N° INDICATORS UNIT OF MEASUREMENT RESULT 2018 RESULT 2019

1 Punctuality: Short and Medium Haul % of flights arriving on time against total short and medium haul flights departing. 70% 71%

2 Punctuality: Long Haul % of flights arriving on time against total long haul flights departing. 51% 52%

3 Overall flights arriving on time % of flights arriving on time against total flights departing. 68% 69%

4 Cancellations attributable to the airline: - Summer season

% of flights cancelled against total flights departing. 0,34% 0,33%

5 Cancellations attributable to the airline: - Winter season

% of flights cancelled against total flights departing. 0,30% 0.29%

6 Overall cancellations attributable to the airline % of flights cancelled against total flights departing. 0,32% 0,31%




LUGGAGE AND MOBILITY AIDS

N° INDICATORS UNIT OF MEASUREMENT RESULT 2018 TARGET 2019

9 Luggage not delivered to the baggage reclaim belt for reasons attributable to the carrier.

% of luggage not delivered for reasons attributable to the carrier against total hold luggage

0.02% 0.01%

10 Total luggage not delivered to the baggage reclaim belt on the carrier’s flights

Total % of luggage not delivered against total hold luggage 0.23% 0.22%

12 Luggage located after non-delivery to the reclaim belt % of luggage located against total of non-delivered luggage 93% 94%

13 Mobility aids damaged or not delivered on arrival (wheelchairs, buggies)

% Mobility aids damaged or not delivered against total number delivered by carrier to PRM

0.15% 0.14%

HYGIENE AND CLANLINESS


15 Perception of the cleanliness of the aircraft cabin on departure % passenger satisfaction 77% 78%

16 Perception of the cleanliness of the aircraft toilet on departure % passenger satisfaction 62% 63%




PASSENGER COMFORT ON BOARD


19 Perception of the quality of free restaurant service on board (meals and drinks) % passenger satisfaction 42% 45%

20 Perception of the quality of non-free restaurant service on board (meals and drinks) % % passenger satisfaction 43% 45%

24 Overall perception of comfort on board (seat pitch, meals, entertainment etc) % passenger satisfaction 78% 79%

CUSTOMER INFORMATION


25 Effective, easy-to-use website % passenger satisfaction 74% 75%

26 Perception of the clarity of on-board information % passenger satisfaction 73% 74%

29 Telephone waiting time for bookings/information/claims: - with automated system

% passenger satisfaction 49% 55%




RELATIONAL AND BEHAVIOURAL ASPECT


40 Overall perception of relational aspects (e.g. efficiency, courtesy etc) and professionalism of call centre staff % passenger satisfaction 51% 55%

42 Perception of uniform and presentation of cabin crew % passenger satisfaction 75% 76%

43 Overall perception of relational aspects (e.g. efficiency, courtesy etc) of cabin crew % passenger satisfaction 73% 74%

44 Perception of the professionalism of ground staff % passenger satisfaction 71% 72%

45 Perception of the professionalism of cabin crew % passenger satisfaction 74% 75%




2.2 QUALITY INDICATORS AND PERFORMANCE FIGURES - PRM

PASSENGER SAFETY


1 Perception of the condition and operation of on-board equipment % passenger satisfaction 79% 80%

2 Perception of appropriate training of cabin crew % passenger satisfaction 88% 89%

ACCESSIBILITY OF INFORMATION


3 Accessibility of information when booking tickets % passenger satisfaction 81% 82%

4 Perception of the clarity of on-board information in accessible form % passenger satisfaction 75% 76%

5 Information provided on-board regarding connections and departure gates at the arrival airport, in accessible form % passenger satisfaction 67% 68%




COMMUNICATION


6 Number of replies received within the stated time period compared to the number of enquiries % passenger satisfaction 69% 70%

7 Number of claims received by the carrier compared to total PRM traffic

% claims received by the airline vs total PRM carried 0.08% 0.07%

COMFORT ON BOARD


8 Perception of on-board comfort % passenger satisfaction 81% 82%

RELATIONAL AND BEHAVIOURAL ASPECT


9 Perception of the politeness of cabin crew % passenger satisfaction 81% 82%




SECTION III 3.1 COMPLAINTS PROCEDURE In compliance with the provisions of the circular ENAC GEN-06, according with the requirements of the UNI 10600 standards, Blue Panorama classifies the data relating to complaints by type in order to identify the most significant causes (eg complaint rate, average solution times for the disputes, etc.)

Complaint for dissatisfaction Complaint for company default

In the event that the passenger is entitled pursuant to EU Regulation no. 261/2004 for claiming pecuniary compensation for long delays, cancellations not communicated with prior notice, overbooking or denied boarding, may make claims by sending a formal written request by mail to the carrier's headquarters, attaching the boarding card and booking confirmation, in order to allow the carrier to carry out the necessary checks on the causes of the inefficiency.

The aforementioned communication must be addressed to Blue Panorama Airlines S.p.A. Via dell'Industria, 32/34 – 21019 Somma Lombardo (VA) to the attention of the Customer Care office.

Please note that any claiming pecuniary compensation due to the passenger for prolonged delays, cancellations not notified with prior notice, overbooking or denied boarding is already pre-determined in a fixed amount by EU Regulation no. 261/2004 and therefore, subject to the checks described above, will be paid in this fixed amount as per law.

In accordance with the EU regulations for a prolonged delay on arrival equal to or greater than 3 hours, the passenger will be entitled for claiming pecuniary compensation in relation to the air route and the distance in km. Pecuniary compensation is not due if the airline can prove that the flight delay is caused by exceptional circumstances (eg adverse weather conditions, air traffic control strike or other causes which, in any case, could not have been prevented or attributable to Blue Panorama).

In the event of loss or damage to baggage, the EC Regulation 889/2002 and the Montreal Convention are applied.




Refund requests must be sent following the specific procedures given to passengers by the staff of the "Lost and Found" office (assistance in the loss of luggage) at the airport of arrival.

The passenger is required to send a written complaint, by mail, to the carrier's office within the time allowed by the law, or within 7 days from the delivery date in the event of damage to the baggage, and within 21 days from the baggage delivery date in case of delayed return of the same.

The passenger's request for claiming pecuniary compensation / reimbursement for damage, loss or delayed delivery of baggage is subject to the possession and display of the baggage receipt indicating the name of the passenger entitled to make the request. The Carrier, in fact, assumes the obligation to transport the baggage only to the passenger whose name is indicated on the baggage tag.

3.2 CONCILIATION PROTOCOL Not expected by the carrier.

Documents

Service Charter Airline Standards...Service Charter Airline Standards Quality and Compliance Monitoring Department 2020 SERVICE CHATER AIRLINE STANDARDS – 2020 Reference: Circular