SAGAT

The management company of an essential public service like an airport must place the customer-passenger at the heart of its company mission.

For this reason, SAGAT continues its policy of improving the infrastructure and quality of services offered to passengers.

As part of this goal, SAGAT has assigned priority strategic value to Quality, inspiring all company processes, committing itself to rigorous application and continual improvement of its quality management system.

The Quality Policy includes:

• providing excellent services in airport management activities, interacting with commercial and institutional interlocutors in a dynamic and reliable manner;

• exercising our monitoring role, ensuring the quality of our “airport system” in overall terms, by increasing awareness and, where necessary, intervening in relation to airport operators;

• making the company organization increasingly more efficient via training, updating and the qualification of human resources, verifying efficacy relative to services provided and compliance with procedures;

• rigorously monitoring indicators for Quality provided and perceived, analysing results so that we can identify any necessary interventions or opportunities for further improvement of company performance;

• operating in strict compliance with current regulations regarding Service Quality and in accordance with what is set out in UNI EN ISO 9001 standards.

SAGAT S.p.A. is certified according to the latest version of the UNI EN ISO 9001:2015.

As well as satisfying regulatory requirements, the Company has to combine the success of performance with the creation of value, as airports and their catchment area play a crucial role in the value chain.

This confirms SAGAT S.p.A. commitment to providing services in line with the highest international standards, as a further guarantee for our customers and, more generally, for all our stakeholders.

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 2018