Quality policy

Your satisfaction is our priority

Making your stay at our airport as pleasant as possible is a commitment shared by all our staff and partners. Our teams are united in a common goal defined by the airport Senior Management: “an easy-to-use airport that adapts to your needs” from the moment you arrive till the moment you board your plane.

Proof of our commitment

Since 2000, the efficiency of our Quality Management System has been recognized and validated on a yearly basis with ISO-9001 certification.

In order to inform and involve our colleagues in our quality processes, we have described our approach and organization in a Quality Handbook. This document is a real communication tool and has been given to each and every team member so that the entire staff can share our ‘quality spirit’.

ConStanSe : Marseille-Provence Airport’s trademark since 1997

The main quality control tool used at Marseille-Provence Airport is ConStanSe (Standards of Service Control), a program designed to assure you a problem-free passage through the airport, from the moment you arrive to the moment you board your plane.

ConStanSe aims to guarantee the following criteria to our clients as well as our professional partners:

  • Clean and functional facilities,
  • Reliable information,
  • An easy, safe and pleasant passage through the airport.

In order to offer a high quality service all year round, the operational teams regularly check a certain number of points according to a specific check-list and they report any failures, break-downs or malfunctions that they might encounter. Our technical teams are committed to fixing 85% of failures, break-downs and malfunctions within 72 hours.
 The standards required by ConStanSe are updated regularly in order to meet our clients’ expectations and improve their satisfaction.

Optimizing our work

In order to optimize our work and make sure that the ISO-9001 norms and the Airport quality policies are always applied and followed, the Airport regularly audits its processes and procedures.
 Every year, all the current processes are audited, allowing us not only to check that our efforts are sustained but also to ensure that we are moving towards real improvement and optimization of resources.

We are interested in your opinion

In order to meet your expectations, we have to know how you rate our services. We therefore conduct satisfaction surveys twice a year in order to measure your satisfaction at every stage of your passage through the airport (information, car parks, transport, signs, comfort, terminals, shops and services, checking-in, boarding, security checks…)

This allows us to fully comprehend our weaknesses as well as our strengths. We then devise improvement plans, implement real corrective measures and follow up the results.

 

 

 

The Local Quality Committee: a common commitment

Phrase Book

Together, let’s speak better English ! *
Tous ensemble, améliorons notre anglais !

* PAF : Police Aux Frontières
* GTA : Gendarmerie des Transports Aériens

The Local Quality Committee is made up of professional clients (airlines, handlers, shops) as well as major bodies on the platform (Border Police, Air Transport Gendarmerie, Custom officers, sub-contractors)…

The Local Quality Committee meets once a year to discuss the previous year’s quality results (satisfaction surveys, client reports, ConStanSe actions…) and share best practices in a 100% client-oriented approach.

During this annual meeting, small workgroups are created in order to work on subjects related to our clients’ needs (such as signs, refurbishments and layouts of waiting areas, children’s playgrounds…), or on a variety of general subjects (for instance, in 2008, they worked on the Phrase Book: Marseille Provence’s English guide).

With the Phrase Book concept, Marseille Provence Airport was the award winner of the contest organized during the 2010's "Quality in Airports Meeting" ("Assises de la Qualité en Aéroport")."

Everyone is aware that he/she is an important link in a complex chain. The quality of service offered to passengers is everyone’s business.

Listening to our customers: providing you answers and solutions

The Quality Customer Relations department committed to answering remarks and complaints within 10 working days. In 2008, the average response delay was 4 working days.

Customers can contact us by post, by email, via our websites or by filing in the forms available at the Information Desks.

Customers’ remarks and complaints help us improve our services and the airport’s organization.

Marseille Provence is fully involved in the airports’ community commitment in favor of an improved quality of services in airports.

The French Airports’ Union (UAF) has set up a common quality approach for airports, with the objective: «working together for our customers’ needs».

In order to make this approach and the quality commitments associated with it more real, the UAF, in collaboration with all French airports, has created a framework for the certification of services offered to passengers. This framework, drawn up by the SGS (Qualicert certificate) was published in the Official Government Register on the 23rd of August 2007. It only concerns the services which are directly managed by the airport’s operator.

The second stage of this framework consists in extending its scope to all partners so as to cover the entire passengers’ stay at the airport. This extension will be finalized in 2010.

An easy-to-use airport able to adapt to your needs

Organizing your journey comfortably thanks to our websites: real time information on departures and arrivals, parking costs’ simulator, roadmaps and itineraries’ calculator, getting to the airport, ideas for trips… all in a few clicks.

  • Developing public transport: opening of the Vitrolles Marseille Provence Airport Station, buses to and from Aix, Marseille, Salon, Dignes, Manosque, Fos, Martigues, St Maximin.
  • Easy parking: more than 12000 parking spaces are available. Since 2009, dynamic signs inform you of the number of remaining spaces for each car park. A “Frequently Asked Questions” section is also regularly updated.
  • Improving your stay during rush hours: « Holiday Welcome » stewardesses are on site to guide you and advise you. Resources have been rearranged to ensure smoother security checks, and easier access to activities. Thanks to our “intelligent calendar”, all the main actors of the airport are aware of peak days.
  • Offer a better welcome and better communication to our foreign passengers with the help of the “Phrase Book”, a handbook containing key words and phrases in English for all the staff in contact with our customers (security, shops, taxis, buses…).
  • Making your waiting time a pleasant one: refurbished waiting areas, a variety of shops and services, Wi-Fi and internet terminals with online games, more sockets to recharge your multimedia equipments, children’s play areas, and access to our Business/VIP lounge by online booking.