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. Initially, this was due to the certification’s compulsory tri-annual renewals which took place in June 2004 and June 2007.
It continued through the launch of an additional Environment certification approach. Strasbourg International Airport has been ISO 14001 version 2004 certified since July 2008.
We are currently preparing for our next re-certification in June 2010. This will focus on optimising our approaches. Strasbourg International Airport wants to certify its Quality and Environment systems in an “integrated" fashion, in accordance with the new version of the ISO 9001 (2008) standard and the current version of the ISO 14001 standard.
This continuation of its progress approach proves the Management’s commitment to sustainable development in its field of activity.
Benchmarking
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.
Strasbourg: an airport that listens
Customer/passenger satisfaction:
The Management is implementing plans for improvement adapted to the customer feedback.
2009 was therefore the year of accessibility and comfort with:
- The new railway station, now linked to the airport by a covered pedestrian walkway. On average, trains stop at this station every 15 minutes.
- The creation of a special service to assist disabled people.
- The creation of a Relaxation Zone which is also fitted out like a workspace,
- The opening of a Business Centre offering fully equipped conference rooms to rent,
- The modernisation of the toilet facilities, etc.
Expectations of our customers/passengers:
We regularly conduct Origin/Destination surveys which particularly focus on the new destinations which our customers/passengers would like to see at Strasbourg International Airport.
In 2009 new destinations were offered such as Alger, Lisbon, Taba, Cairo-Luxor, Rhodes, etc.
In 2010 we will of course maintain our efforts, in order to continuously adapt our activities to the expectations of our customers.
Listening to the community:
Details on actions aimed at the airport’s local community are available in the “Environment” pages of our website.
