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Service Charter


SAGAT was the first Italian airport company to publish, in 1998, the airport Service Charter.

The document, which became mandatory in the DPCM 30/12/98, contains a list of the service standards that passengers can expect while in the airport.

A quality grid has been defined by the ENAC (Italian Civil Aviation Authority) in collaboration with representatives from airline companies, travel agencies, customers and the Association of Italian airport management companies (Assaeroporti), with the purpose of offering a view of the main aspects of the offered services.

SAGAT has therefore committed itself to the measurement of the different levels of given service and the quality perceived by passengers.

These activities are carried out through the analysis of statistical data and interview.

The results of these activities and the reference standards are published in the annual Service Charter, in which you will also find the “Suggestions & Complaints” form.

SAGAT will respond to all complaints within 30 days of receiving them.