Our Brand Promise & Charter
Our Brand Promise: Our World Revolves around You
Your Safety & Security
Our topmost priority is to make you feel safe and secure every step of the way. We know that peace of mind contributes to a better airport experience, and that’s what we aim to provide you with while on our premises.
Your Airport Experience
Our people take pride in turning journeys through our airport into memorable experiences by striving for service excellence combined with a touch of warm Maltese hospitality.
Your feedback is important in helping us better understand, and meet, your expectations. This is why we always listen to what you have to say and have a dedicated team to ensure that your suggestions never fall on deaf ears.
We invest in our airport while looking far ahead, with the aim of allowing you to enjoy better experiences, added comfort, and more connections in future. And as we think for the longer term, we also do our bit to leave the world a better place for generations to come.
OUR GUEST EXPERIENCE CHARTER
This charter proves our commitment to you, our guest.
We strive to meet and, when possible, exceed your expectations when travelling through our airport or using our facilities as a visitor.
The members of our team – whether customer-facing or occupying an office role – work closely to ensure that you can enjoy the safest, smoothest, and most seamless experience at our airport.
Your safety and security, as well as the safety and security of our people, are very important to us. This is why we incorporate health and safety considerations within the design of our workspaces, facilities, and the guest experience.
As a guest, you are a very important airport stakeholder. Your feedback provides us with a valuable tool by which we can craft better journeys and set the bar higher for ourselves. We have made it easy for you to get in touch with your suggestions through our website, social media platforms, and feedback stations and tablets around the terminal.
If a guest’s experience falls short of our usual standards, we do our best to manage the situation, irrespective of whether we are directly at fault or not. We do this because we feel responsible for giving tourists great first and last impressions of Malta and making locals proud of the island’s airport.
Our people are the heart of the airport; they are essential in the delivery of unforgettable guest experiences. In turn, we invest in them and reward members of the team that show exceptional commitment to service excellence and our other Company values; teamwork, integrity, and sustainability.
We also connect and communicate regularly with all our stakeholders in order to foster a strong culture of service excellence that extends across the airport community, with the ultimate aim of ascertaining that you can enjoy the same level of service at every stage of your journey or visit.
We are strongly committed to operating our airport in a sustainable manner in a bid to safeguard the environment and preserve it for generations to come.
This is our promise to you; to put you at the centre of our efforts and strive to turn your every airport journey or visit into a delightful experience.
When your experience at our airport is good do let us know – it makes our day. When your experience is disappointing, do let us know too – it makes it a bit easier for us to design better experiences in future.