Quality Milestones

Throughout its history Aviapartner (known as Belgavia until September 1999) has always had a tradition of focusing on service quality and adapting to individual customer needs.

A few milestones in our quality history:

2009

2009 In March, Aviapartner Handling Amsterdam is presented with the Best Handler Award.

In June, Aviapartner Belgium receives the European Social Fund Quality Label.

2008

In March, Aviapartner Handling Amsterdam is presented with the "Best Handler Award".

2008 In December, Aviapartner starts IATA’s Safety Audit for Ground Operations Project (ISAGO) with a first ISAGO Station Audit at Amsterdam. Other stations will follow

2006

In January, Aviapartner launches 'Quality on the Web', enabling customers with a Service Level Agreement to access the results of the SLA monitoring online.

In September, the yearly Quality Survey is organised, for the first time network wide for both Cargo and Handling activities.

2005

In February, our Amsterdam station obtains the ISO 9001:2000 certificate.

2004

In January, our station in Turin obtains the AHM804 certification.

In March, Continental Airlines crowns Aviapartner Brussels Catering “Caterer of the Year” and our station in Brussels wins the British Airways "Service Level Agreement Improvement Award for Short-Haul Flights". In June, Aviapartner Lille wins Air France Ramp Safety Award.

2003

The Aviapartner Brussels Cargo Division obtains the upgrade to the new ISO 9001:2000 standard.

In January, Aviapartner introduces its Service Delivery Standards for Passenger and Aircraft Handling.
In March, our station in Brussels wins the British Airways "Service Level Agreement Improvement Award for Short Haul Flights".

During the IATA International Ground Handling Conference in May, our station of Lyon, Marseille and Nice are officially awarded an AHM804 certification.

In September, Aviapartner launches its first on-line quality survey.

In November, the Handling and Cargo Divisions of Aviapartner Germany are presented with the ISO 9001:2000 certification.

2002

During the IATA International Ground Handling Conference, Bordeaux, Basle-Mulhouse and Strasbourg are officially awarded an AHM804 certification.

Aviapartner Brussels is awarded the maximum score of 5 crowns in KLM's quality count.

Aviapartner Nice receives a gold award (and Aviapartner Hanover a bronze award) from British Airways for the winter season 2001/2002 in the Shorthaul Medium Frequency League.

2001

Aviapartner receives Passion for Service Award from British Airways and an AHM804 certificate for Nantes, Brussels and Toulouse during the IATA Ground Handling conference in Hong Kong.
That same year, the AHM804 system is also implemented in Liège, Mulhouse, Antwerp, Ostend and Strasbourg.

Aviapartner launches the first "international" Customer Survey Handling, with 19 stations participating.

Aviapartner Germany obtains the ISO14000 ecological certification for all its stations.

2000

Aviapartner chooses AHM804, IATA System for Performance Measurement of Service Level Delivery, as a new quality instrument to be introduced throughout its network.

Aviapartner receives an AHM804 certificate for Amsterdam and Lille during the IATA Ground Handling conference in Dubai.

In France, the stations of Nice and Strasbourg obtain the ISO9002 certification. The Cargo division of Aviapartner Germany obtains the ISO9002 certification.

1999

In view of its international expansion "Qualicom", the international Aviapartner Steering committee for quality, is created.

The Passenger Services and Ramp Services departments of Aviapartner Germany obtain the ISO9002 certification

1996

Belgavia's follow-up Complaint System is developed to manage customer complaints and feedback.

1995

Belgavia Catering obtains the ISO9001 certificate Belgavia Cargo obtains the ISO9002 certificate

1992

The first "Quality Day" was organised. Customers are informed of the findings of the Customer Surveys, the Quality policy and Quality Improvement Projects.

1986

TQC develops into Integral Quality Concept.

1985

The Quality Department is set up and has the following responsibilities :

• perform measurements
• analyse the results of the measurements
• publish the results
• handle Flight Reports (for each and every flight the airline representatives were asked to rate the quality of the services ).
• spread the TQC idea "corrective and preventive action teams"
• prepare and organise the monthly Quality Steering Committee.

Based upon measurements, standards and AQL are agreed in the various divisions.

The first Quality Mirror, a quarterly document which is still the "barometer" for the quality of Belgavia, is published with results of the measurements.

1984

Belgavia introduces Total Quality Control (TQC) in the company.