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SAGAT's commitment to Quality

Quality Policy

SAGAT S.p.A. assigns Quality a transversal role to all business processes, placing the constant improvement of the customer experience at the center of its strategy.

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;
  • constant monitoring of 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.

Quality management UNI EN ISO 9001:2015 certification

SAGAT S.p.A is a company certified in accordance to the latest version of the ISO 9001: 2015 standard.

In addition to complying with regulatory requirements, the Company must combine the successful performance with the creation of value. This is a crucial aspect for a relevant player related to the local community, such the relation firm-airport. This confirms the Airport Managing Company's commitment to provide services in compliance with the highest international standards, as a further guarantee for Customers and, more generally, for all stakeholders.

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Service Charter

SAGAT was the first Italian Airport Managing Company to publish, in 1998, the airport Service Charter.

The document, which became mandatory, contains the standards of service  that passengers can expect while in the airport.

A quality grid, representative of the multiplicity of services provided at the airport, 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), in order to offer a picture of the main aspects of the service offered.

The results of these activities and the reference standards are published in the annual Service Charter, in which is available the “Suggestions & Complaints” form  for sending reports, suggestions or any complaints .

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ACI Airport Customer Experience Accreditation

The ACI Customer Experience Accreditation is a globally recognized model, unique in the airport sector, that validates the ability of the airports to manage the customer experience, on the basis of objective parameters. 

It is a voluntary certification established by ACI World recognizing the airports'ability in managing the passenger experience, as part of the ASQ-Airport Service Quality program, an international benchmark that monitors the quality of services in over 300 airports.

Torino Airport, certified at Level 1, is the first Italian airport in its ACI category (below 5 million passengers annual traffic) to receive this certification.

Among the significant aspects that led Torino Airport to achieve this result, the
investments made in 2019 in the innovation and digital communication field.

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