IATA’s quality management system supports several services that IATA provides to the air transport industry. Through rigorous and customized processes built for quality oversight, data collection, and performance monitoring, we aim to establish a transparent and systematic environment encouraging continuous, measurable improvements in IATA’s audit programs.

IATA audit programs deliver to the highest standards through continuous improvement

Our fundamental quality management mission is the pursuit of excellence and constant enhancement of the final product and customer experience.

Your opinion matters

Did you recently have an IATA audit experience? We would like to hear from you.

Quality Management

At IATA, quality management is central to ensuring consistency, integrity, and continuous improvement across all aviation safety audit programs. Guided by ISO 9001 principles, our quality management system integrates quality oversight, documentation control, performance monitoring, and customer feedback into a cohesive framework that supports the strengthening of the customer experience.

These are the key objectives of our quality management approach:

Identify areas of excellence and improvement across audit operations through constant customer satisfaction analysis.

Promote fact-based decision-making using robust program performance monitoring.

Maintain the sustainability and efficiency of IATA’s safety auditing framework.

We continuously monitor performance indicators—from individual auditor performance to overall program effectiveness. The performance monitoring framework includes KPIs that assess audit-related processes to support continuous improvement.

Ongoing customer satisfaction monitoring is essential to the evolution of IATA’s audit customer experience. Through surveys and interviews, we actively engage operators to better understand their perspectives, preferences, and concerns, while identifying areas of improvement and excellence. This structured feedback supports internal quality planning and drives strategic audit program design.

Audit Report Oversight

 

IATA’s audit programs provide industry-recognized assessment reports. Regular quality reviews check for completeness and consistency to uphold reporting integrity and alignment with established standards.

 

Quality Assurance

Supported by data, a targeted and proportionate annual quality assurance program assesses quality across our programs, based on systematic process reviews.

The assurance program provides regular checking of services and products to ensure they meet defined quality standards.

Quality assurance activity planning and assessment includes:

  • Risk analysis and QA audit prioritization: Analysis of historic IATA audit data.
  • Audits: On-site observations and internal process audits.
  • On-demand investigations: Investigations into the program based on customer reports, complaints, and feedback.

 

We need your feedback

Your feedback drives our continuous improvement. 

If you recently had an IATA audit or assessment experience, we would like to hear from you. Please complete our feedback survey, contact us directly by emailing CR-OSS@iata.org, or reach out to one of our audit program team members.