carta-eng-2015.pdf

SAT CHARTER OF SERVICES
With this Charter, SAT guarantees
its Clients a “first class service”,
measured in the following
11 areas:
1. Travel safety
2. Personal and property safety
3. Regularity of services
4. Cleanliness and hygienic conditions
5. Airport comfort
6. Additional services
7. Service for passengers with
reduced mobility
The standards of such services
are assessed by means of quality/quantity
performance indicators,
measuring the actual quality
of services provided by means of
daily checks and quarterly customer
care surveys.
In our surveys, we ask passengers
to evaluate the services offered
grading them as follow: Excellent,
Very good, Good, Insufficient,
Poor, Very bad. (*)
Thus SAT commits itself to:
• Formally declare its level of
service;
• systematically achieve the
planned standard
8. Public information services
9. Desk services and courtesy
10. Desk and gate services
11. Ground transportation
• levels of service;
• constantly monitor its actual
performance;
• inform its Clients about the results
achieved by
• annually updating the Charter
of Services.
CHARTER
OF SERVICES
*Passengers satisfaction level is calculated as the percentage of evaluation (excellent, very good and
good) with a 1,99% average margin of error (2010 figure).
10