Quality Policy

For us, quality means compliance with applicable requirements and agreements, as well as the creation of value that ensures stakeholder satisfaction and supports the achievement of the organization’s objectives. The Quality Management System (QMS) is an integral part of our management framework – it provides the structure for fulfilling the owner’s expectations and strategic goals, and supports the principles of quality, efficiency, and sustainability.

Customer focus

We understand the needs and expectations of our customers, partners, and stakeholders, and are committed to providing high-quality and reliable services.
We continuously monitor the changing environment and market trends to ensure flexibility and timely responses.
We ensure compliance with applicable and agreed requirements through the implementation of a clear and sustainable management system.

Leadership and engagement

The management of each Group company is committed to the implementation and continual improvement of the Quality Management System.
The system and its related processes are developed in collaboration with employees to support the achievement of quality objectives and the fulfillment of strategic goals.
We promote an open and improvement-oriented culture where employees are encouraged to participate actively and to propose initiatives for enhancing the system and our services. Viable ideas that support organizational objectives are implemented.
Every employee is responsible for the quality and effectiveness of their work and contributes to the achievement of the organization’s common goals.
Our employees are motivated and competent. We foster an environment where teamwork, collaboration, and reliability are valued, and where professional leaders apply modern management principles.

Process-based approach to service delivery

Our service delivery processes are established, managed, and continuously improved through a documented Quality Management System that complies with the requirements of the EVS-EN ISO 9001:2015 standard.
The system is designed to be simple, transparent, and easily understood by all stakeholders.
We organize service provision as a single, integrated, and planned chain of processes to ensure results that meet agreed conditions and make optimal use of resources.
We regularly map, monitor, and analyze our processes to identify and implement opportunities for improvement.

Continuous improvement

We integrate continual improvement into our daily business operations, ensuring that performance and efficiency go hand in hand with responsibility and ethical conduct.
We are committed to the ongoing enhancement of both our services and the effectiveness of the Quality Management System.
Clear objectives and Key Performance Indicators (KPIs) are established and systematically achieved.
Success is measured through quantifiable indicators as well as customer and employee satisfaction.
Feedback is considered a valuable input for improvement. It is collected openly through surveys, audits, and monitoring activities, analyzed thoroughly, and followed by appropriate corrective and improvement actions.

Evidence-based decision-making

We rely on accurate data and verified facts to make informed decisions that support process improvement and the achievement of our organizational objectives.

Impact management and social responsibility

We manage the impacts of our activities on the natural, social, and economic environment, organizational culture, and stakeholders, and take active measures to minimize negative effects.
We honor our commitments and act in a socially responsible manner, demonstrating care and respect for our colleagues, partners, passengers, and the wider community.

Corporate Social Responsibility

AS Tallinn Airport has been awarded CSR Certificate and silver level quality certificate.

Quality certificate is given to enterprises who have participated in Estonian CSR Index, who consider sustainable development vital and contribute strategically to development of social and natural environment.