Quality
The quality management system of OMA intends to increase the performance of the organization and provide to our customers with services that comply with internationally recognized quality standards.
Customer Service
In OMA we are committed to continuously improve the service to our customers. Our integrated management system allow us to identify opportunities for improvement and move the entire team to act upon to exceed customer expectations and all the groups with whom we have a relationship.
We have mechanisms available to receive questions and feedback from our clients through our email address, website suggestions@oma.aero, our website and mailboxes installed in our airports.
Every year we carry out satisfaction surveys of passengers on the quality of the services we provide. The results of these surveys are used to calculate the index of customer satisfaction.
Scope
The integrated management system of OMA ensures the continuous improvement of processes such as:
- Administration of services: Fligth information, security and control.
- Administration and maintenance of facilities and equipment: Cleaning, supply, conservation
- Commercialization: Business premises and parking lot.
You can find more information about our Quality and Customer Service performance in our Sustainability Report.
In 2015, OMA endorsed the ISO 9001:2008 Certification in the Multisite Scheme of their Integrated Management System for the period 2015 – 2016 in their 13 airports and corporate offices.
The Certification was granted by Lloyd’s Register Quality Assurance (LRQA), and is obtained after 9 years of the validity of the initial ISO 9001:2000 Certificate.
The certification covers management services of terminal facilities in airports, including luggage and passengers examination, cleaning and facilities maintenance, and parking lot operations.
