Marseille airport - mediterranean flight

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Quality policy

Quality for an "Easy Airport"

Safety and security are our strong points, but they also place constraints on our clients. The ConStanSe (Contrôle des Standards de Service) monitoring teams and all services work in collaboration to implement Quality policy. “Towards an accessible, proactive airport” is our motto.
This total customer satisfaction approach was rewarded on 12 December 2003 by renewal of our ISO 9001-2000 accreditation, obtained for three years from the DNV organization. The quality monitoring process done in November 2004 confirmed the process. (no gap).
Airport activities are now integrated into a management system using a process-based approach, performance indicators, and spreadsheet following-up of lead times, monitoring and measurement.

OUR OBJECTIVES IN TERMS OF OUR CUSTOMERS
• To provide useful information to enhance travel.
• To provide access to and parking at the car park of the customer’s choice. To provide assistance if needed.
• To move and find easily the way within halls.
• To provide customers with attentive staff who pay attention to what the customer says.
• To enable customers to pass through inspection points calmly.
• To keep customers occupied and entertained and to provide them with food and drink in comfortable, relaxed surroundings.

ACTIONS EXAMPLES
Better organization at times of crisis :
• a multi-partner crisis unit to improve access in the event of disruption (significant delay, strikes, re-routing, weather conditions, etc.)
• a CRIC (Information and Monitoring Organizational Centre), information call centre with a dedicated number in the event of a major crisis, using volunteers throughout the Airport.
• an Airport traffic monitoring service calendar to raise the awareness of all stakeholders and flagging those days when high traffic volumes and major congestion are expected.
Easier inspections :
A free safekeeping service at the security inspection point enabling passengers to collect restricted items upon arrival
• Better information :
New large-format plasma screens to display flight information at entry
points and in boarding lounges.
• Waiting comfort :
Creation of a children’s play area in Hall 3.

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