Service Quality

Toscana Aeroporti is aware of the importance of customer satisfaction and loyalty. For this reason, we constantly monitor the quality of our services (and of those provided by the other entities operating in airport), as well as environmental issues and the protection of the rights and safety of all employees. Furthermore, we are constantly committed to adequately meet end-users’ expectations by managing the entire organization and our material and non-material resources, including personnel training, according to the strictest professionalism and courtesy requirements.

Quality - ISO 9001

The ISO 9001 standard has been defined to focus on quality management systems, including continuous improvement processes, in view of meeting the requirements and expectations of the customers of the Company and of any other party involved (employees, owners/shareholders, suppliers, the community).

The following eight principles have been identified to meet these quality objectives:

Customer-oriented organization - Organizations depend on their customers; for this reason, they should understand their present and future needs, meet their requirements and aim at exceeding their expectations.

Leadership - Executives and functional managers define common interests and goals, and shape the internal environment of the organization. They favour the creation of an adequate environment for a full involvement of the personnel in pursuing corporate goals and objectives.

Personnel involvement - People, at all levels, are the essence of the organization and their full involvement allows the organization to benefit from their skills and competencies.

Approach to processes - Desired results are obtained with the best efficiency when the related activities and resources are managed as a process.

Systemic management approach - Identify, understand and manage a system of interconnected processes to pursue preset objectives contributed to the efficacy and efficiency of an organization.

Continuous improvement - This is a permanent objective of the organization.

Data-based decision-making approach - Effective decisions are based on the logical and intuitive analysis of real data and information.

Mutually beneficial relationships with suppliers - A relationship based on mutual benefits between an organization and its suppliers improves the capacity of both parties to create value.

Suggestions and Complaints

Toscana Aeroporti is ready to take into consideration any suggestions received from its Customers. This is because customer satisfaction is the basic principle inspiring the methods we adopted to organize and deliver all our services.

If you wish to report a problem or an abnormality in the services offered by our Company, please use the specific form below, or follow the indications provided in the Service Charter.

All complaints/suggestions will be taken into consideration, provided that they are written in Italian or English.

Service Charter

Our Service Charter is a document created in compliance with DPCM 31/12/98 with the purpose of improving and documenting public service performance. With this document Toscana Aeroporti is committed to ensure top quality services to its customers, as measured with specific quality indicators.

To download the full version of the Service Charter, click here:

 

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