SAGAT

The SAGAT S.p.A Quality Policy establishes the essential elements of our vision and testifies to our commitment to constantly improve company performance and the level of services offered to passengers.

The priority objectives that SAGAT S.p.A. aims are:

• to provide excellent services in airport management   activities, interacting with commercial and institutional   interlocutors in a dynamic and reliable manner;
• to exercise our supervisory role with authority, ensuring the quality of the "airport system" as a whole by raising awareness and, where necessary,intervening in relation to airport operators;
• to make the company organization more and more efficient through the training and updating of human resources, spreading awareness on Quality issues, periodically verifying their effectiveness;
• to assiduously monitor the indicators of the Quality provided and perceived, also in terms of benchmarks with other airports, not only to keep the level of services under control, but also to seize new opportunities for improvement;
• to operate in strict compliance with the current legislation on Quality Services and in accordance with the provisions of the UNI EN ISO 9001: 2015 standard.

SAGAT assigns a strategic role to Quality, transversal to all company processes. It is both a fundamental value and a critical success factor for the progressive development of Torino Airport, a crucial infrastructure for the territory, at the service of all stakeholders.

The Quality Management System of SAGAT is certified UNI EN ISO 9001: 2015.

Operating in strict compliance with the current legislation on Quality of Services and in compliance with the provisions of the ISO 9001: 2015 standard, the priority objectives we set ourselves are:

• provide excellent services in the airport manager's own activities;
• exercise the supervisory role of the Operator, ensuring the quality of the "airport system";
• monitor the indicators of the quality delivered and perceived by our passengers, also in terms of benchmarks with other airports.

The system of monitoring the quality delivered and perceived is based on the methods referred to in the ENAC Circulars GEN-06 and GEN-02A.

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

The document, which became mandatory, 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.

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.

Service Charter 2019