Quality

Concerned with the well-being of its customers, the Management of Strasbourg International Airport has undertaken the implementation of a Quality-based approach to the management of its activities, from September 2000.

The primary objective of this initiative is the satisfaction of our customers. 

This commitment is expressed and communicated through the Strasbourg International Airport’s  Quality Policy and Objective created in May 2001 and updated annually.  

Our improvement approach

Thanks to collaborators’ involvement, the airport obtained ISO 9001 version 2000 certification in June 2001.

The approach has been on-going ever since.  The certification's compulsory tri-annual renewals took place in June 2004 and more recently in June 2007. The system is also monitored annually by a “tracking” audit, to ensure that our efforts are constantly maintained.  These stages have been successfully completed (no nonconformities were identified during the most recent renewal and tracking audits).

The airport is currently preparing for its next re-certification in June 2010. This is for the new version (2008) of the ISO 9001 standard.

Our success is the result of the strict implementation of our management system, an optimisation tool for our operations, and the systematic improvement of our results for the benefit of our customers..

Benchmarking

The Strasbourg International Airport is a member of the Alfa ACI group of francophone airports. 
These airports work in collaboration with various commissions (marketing, quality, environmental, technical, maintenance, facilitation, human resources, finance, legal, computer...).
The goals of this interaction are:

• to study the different aspects of an airport’s operations together, in order to find efficient solutions to problems encountered,  
• to exchange and compare various practices,
• to improve services and performance.

Customer expectations: overall satisfaction rate of 90%

We regularly evaluate our customers’ views with regard to the quality of the goods and services offered by Strasbourg International Airport. This satisfaction survey, carried out in 12 French airports, enables us to better understand the expectations of our passengers and to strive for better practices.  

This survey concerns the level of ease and comfort with which passengers make their way through the different stages of their trip (from the preparation of their trip through to the route they take to board the aircraft).

Overall results : 2 annual phases of surveys: 1 summer phase – 1 winter phase


Although 90% of customers are satisfied, we are focussing all our efforts on lowering the rate of dissatisfaction and to achieve this we are implementing plans for improvement.  

The regular frequency of these surveys also enables us to evaluate the effectiveness of the actions implemented, for example, the improvement of results relating to “car park access”, “bar service”, “the atmosphere in the airport station”, etc.

2008-2009, were the years of “facilitation” and "modernisation" with:

1. The opening of the new railway station linked to the airport by a covered pedestrian walkway. Trains stop at this station every 15 minutes.  
2. The creation of a special service to handle disabled people.  
3. The work of the check-in desks being finished.  
4. The modernisation of the toilet facilities

Plans for improvement are constantly monitored and expanded in order to continually better respond to the expectations of our customers/passengers, such as, for example, our plan to create a Relaxation Zone next to the arrivals hall in the airport or our study on establishing a Business Centre