carta-eng-2015.pdf

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