carta-eng-2015.pdf
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INTRODUCTION<br />
Attention to customer care is a focal point<br />
for SAT’s activity.<br />
Security, efficiency, service quality and<br />
pass<strong>eng</strong>er comfort are the fundamental<br />
principles and indispensable values that<br />
guide this handling company in ensuring<br />
that our pass<strong>eng</strong>ers’ stay in the airport is<br />
pleasant.<br />
Verification of the efficiency of the activities<br />
and the work carried out in the airport<br />
by monitoring the quality and quantity indicators<br />
specified in the Service Charter<br />
has an essential role in indicating SAT’s<br />
strategies.<br />
2014<br />
The 2014 results show a general improvement<br />
in the service data for both pass<strong>eng</strong>ers<br />
satisfaction and waiting time reduction.<br />
18 satisfaction indicators were<br />
published, 16 of which were, also in 2014,<br />
are over 90% of satisfaction (10 were even<br />
95% or more). Many of the quantity indicators<br />
showed very positive results, in particular:<br />
- maximum waiting time at security checks<br />
and ticket counter was about 5 minutes in<br />
90% of cases;<br />
These results inspire SAT to persevere<br />
with the excellent strategy followed over<br />
the years. The company is aware that in<br />
order to reach its objectives with continuous<br />
improvement it is necessary to focus<br />
not only on the airport structure, growth<br />
and technical competency but especially<br />
on intangible factors such as human capital,<br />
know how, training and customer care<br />
in order to enhance quality and distinguish<br />
the work and efficiency of SAT employees<br />
above other companies.<br />
In 2014 SAT was awarded an international<br />
certification by DET NORSKE VERITAS,<br />
DNV GL for Quality Environment, Health<br />
and Safety, and Social Responsibility<br />
In 2014 SAT was involved in a takeover by<br />
the company “Corporacion America Italia”<br />
which today holdes 53.04%. On 19th December<br />
2014 the boards of directors of<br />
SAT SpA and ADF SpA (Florance Airport<br />
has also recently been acquired by “Corporacion<br />
America Italia”) approved the<br />
merger of AdF in SAT.<br />
- waiting time at check-in did not exceed 8<br />
minutes in 90% of cases;<br />
- waiting time on board the aircraft before<br />
disembarkation of first pass<strong>eng</strong>er was 4<br />
minutes<br />
2014 was a year characterized by significant<br />
company achievements. This period<br />
of crisis continues to influence financial<br />
markets and the transportation sector.<br />
However the data confirm, once again,<br />
SAT’s capacity not only to resist difficulties<br />
but also to attract new pass<strong>eng</strong>ers<br />
and routes through strategy and management<br />
maintaining the high standard of<br />
services provided.<br />
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