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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.


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ACI "The Voice Of The Customer" Recognition

'The Voice of the Customer' is an acknowledgment that ACI World has added to the annual awards for Airport Service Quality, based on the specific program introduced in 2006 and certifies the commitment of airports around the world to continuously improve the passenger experience. .

With this attribution that Turin Airport receives for the second consecutive year, the Airports Council International recognizes the commitment of the airports worldwide which, despite the persistence of difficulties due to the pandemic situation, in 2021 continued to give priority to passengers and their airport experience, ensuring that their requests are heard.

ACI World has in fact recognized that Turin Airport, despite a challenging context due to the difficulties caused by Covid-19, has continued to make significant efforts to collect passenger feedback through the Airport Service Quality (ASQ) program: such program aims to better understand its customers, acquiring their opinions and listening to their needs, in order to always provide an excellent service.

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ASQ Award 2023 'Airport with the most dedicated staff in Europe'

The ASQ Awards, presented annually by ACI World, recognise airport excellence in customer experience worldwide, based on data collected through the ASQ programme surveys. The programme is based on live research carried out through questionnaires, collected at the airport throughout the year by certified staff, in which travellers give their opinions at the point of travel. Launched in 2006, the ASQ is the world's leading airport passenger satisfaction monitoring and benchmarking programme, with almost 400 participating airports in 95 countries. Torino Airport has been a member since 2016.

Thanks to the opinions expressed in 2023 by passengers, Torino Airport received the ASQ Award as 'Airport with the Most Dedicated Staff', which recognises how central the passenger experience at the airport is and rewards the efforts made by all those who come into contact with passengers and work to make their stay at the airport pleasant and comfortable. The award therefore confirms that improving the customer experience is a fundamental value for Torino Airport.

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