The Service Charter
The tangible sign of a constant commitment
With the Service Charter, Trieste Airport directly commits to a path of continuous improvement with the passenger. Required by current regulations for all organizations providing public services, the Service Charter has been published by Aeroporto FVG S.p.A. - among the very first airports in Italy - every year since 1999, demonstrating the utmost attention of the Management Company in its relationship with customers: periodically and objectively monitoring the level of satisfaction and making its growth and improvement objectives explicit are indeed a guarantee of constant commitment towards quality in passenger service.
The contents
Service Charters are published by the main Italian airport operators. They provide an overview of the current status and growth objectives for the future, regarding the services offered, based on around fifty common quality indicators (e.g., waiting times, cleanliness of the facilities, departure and arrival flight delays, information service). Over the years, not only the indicators but also the sampling, data collection, and measurement systems have been standardized, making the values referring to different airports immediately comparable to each other.
The objectives
As previously stated, the Service Charter has been designed in accordance with national directives, taking into account aspects representative of the quality offered to the public and their perception thereof. The values indicated, referring to both the current situation and objectives for the future (as reported in the Management Company's activity planning), are obtained from sample surveys on the quality provided in various services (measurement of times, etc.) and on the quality perceived by the passenger (satisfaction surveys). It is also used as a direct communication channel for any reports and suggestions; comparison and dialogue with customers are indeed fundamental elements in the perspective of continuous improvement of the offer.
Quality indicators
The quality indicators refer to both services directly managed by Aeroporto Friuli Venezia Giulia S.p.A. and services relevant to different entities. For this reason, the indicators have been divided into indicators dependent on the Management Company, namely those closely related to passenger assistance and infrastructure (check-in, information, baggage reclaim, comfort of various airport areas, accessibility to services, etc.), and independent indicators, namely those within the competence of other entities operating at the airport or entrusted to third parties, such as restaurant service, connection with urban centers, cleanliness of premises, etc.
Customer satisfaction is at the core of Aeroporto Friuli Venezia Giulia S.p.A.'s philosophy. Passengers are therefore encouraged to contact the Management Company for any information, suggestion, or feedback that may help improve the services offered, using the electronic form that can be filled out directly on this website.
| Carta dei Servizi 2024 | 3.7 MB |