Our Quality & Policy


SATA Air Açores’s Handling Board

The certification of passenger, baggage, cargo and mail assistance service started in 2005, when the implementation of a Quality system for SATA Air Açores Ground Operations was defined as the management strategy of the SATA Group. A time-consuming and demanding process involving a multidisciplinary team in identifying and describing key operations and support processes, from internal audits to check-in, boarding and disembarkation of passengers, export and import of cargo and mail, aircraft ramp assistance, handling of irregularities and process performance monitoring systems and strict internal service control.

All this is supported by a culture that is strongly based on the prevention of operational safety (safety and security) and on a socially responsible, environmentally friendly attitude.
On December, 31st, 2008, the Handling Board was recognized for the excellence of its service by APCER Portuguese Certification Association, when awarded the ISO 9001:2008 Certificate of Compliance Nº2008/CEP.3341, as well as the IQNet Certificate - International Certification Network.


The policy of Quality and Safety (Security and Safety) Operations Handling of SATA Air Açores is based on the following principles:

  • Recognition for the Safety
  • Innovation and Improvement of Processes
  • Improvement of Operational Results
  • Customer Satisfaction
  • Well-being of the Organization


Decisions particularly relevant to the Organization's Policy:

  • Continued compliance with legislation and regulation.
  • Monitor processes and improve control. Actively look for solutions of best result.
  • Constant rationalization of human and material resources. Be efficient.
  • Provide a service to customers according to their specifications in compliance with deadlines, consistent, safe and competitive.
  • Develop skills, provide health and safety at work. Recognize according to performance.


The Handling Board remains focused on the principles underpinning this certification under ISO 9001:2015, involving its employees in the permanent goal of improving the organization’s performance.
While quality, commitment and professionalism have always been standard practice of the Handling Board, the certification proves the accuracy of the service provided on the ground, serving as a guarantee to all airlines, nationals and foreigners who hire the Handling service from SATA Air Açores.


SATA Air Açores’ Handling Board commits to maintain its activity in accordance with international standards NP EN ISO 9001 and ISAGO best practices; SATA Air Açores commits to maintain the Integrated Environment and Safety and Health at Work Policy in accordance with the requirements of OHSAS 18001:2007 and NP EN ISO 14001:2004, respectively, establishing the principles of action to be followed by all employees, at different levels of the organizational structure of the company, involved with SATA, so that the policy and objectives of SATA are effectively met.