Quality Policy

Quality Policy

Click here to download signed TIBAH Quality Policy.

Tibah Airports Operations Company (TIBAH) was established in 2012 to operate Prince Mohammad Bin Abdulaziz International Airport in Al Medina under the Build, Transfer and Operate Agreement with the General Authority of Civil Aviation (GACA) in Saudi Arabia.

TIBAH’s goal is to provide its customers and stakeholders with the highest quality services by adhering to the highest standards of quality, ethics and corporate behaviour. This commitment is rooted in TIBAH’s values and is essential to our continued success.

TIBAH will meet its Quality Standards in Safety, Environment, and Operations, as well as the aim of meeting or exceeding customers’ expectations by applying best national and international practices based on continuous assessment of satisfaction with passengers and stakeholders. Our commitment to quality is vital to all we do. Therefore, we have established an Integrated Management System (IMS) that complies with the standard requirements of ISO 9001, ISO 14001 & ISO 10002.

This IMS provides a framework for enhancing, measuring and improving our performance towards Quality, Environment, Operations and our customers’ satisfaction.

We have developed the following guiding principles to achieve our goal of attaining total customer satisfaction and having the highest quality possible in our services, processes, facilities, and business decisions:

1. Regular collection and analysis of customer feedback

2. An efficient customer complaints/suggestion handling procedure

3. Selection of reliable suppliers and regular check on their performance against set criteria

4. Training and development for our employees

5. Regular audit programme

6. Measurable quality objectives which reflect our business aims

7. Management reviews of audit results, customer feedback and business performance

Our internal procedures have been developed and integrated into the business as a direct consequence of what TIBAH believes are the Key Performance Indicators (KPIs) that need to be followed to maintain our standards of excellence.

The procedures are reviewed regularly with Directors and Quality Manager and are held in the IMS Manual which is made available to all employees.

This policy is posted on the Company’s notice board and can also be found on its official website.

We believe that Quality derives from the staff’s commitment to service and excellence. This is why all TIBAH employees have a responsibility within their own areas of work to ensure that Quality is a part of their everyday working practice and this is audited on a regular basis.

Covid19: Travel Safe

Aviation is a highly regulated industry due to the global character of the business. In Turkey, the precautions to be taken at airports against COVID-19 are defined in the “Airports Pandemic Precautions and Certification Circular”, issued by the Directorate General of Civil Aviation (SHGM). We have implemented these precautions fully at our airport.

As TAV Airports, our global footprint reaches 100 airports in 30 countries. Through this know-how, we have implemented precautions that go beyond legal requirements. Our staff is trained regarding the new regulations and code of conduct.

The precautions taken at our airport can be grouped under three main areas.

Firstly, we have mapped the movement of passengers and staff inside the airport and configured a flow that would enable everyone to keep safe physical distance with other in every step of the way. Secondly, we have increased the frequency of disinfection and hygiene works. Thirdly, we have made arrangements to minimize contact between passengers and airport staff.

To protect yourself and others, you are required to wear a mask at all times during your journey in the airport. Passengers without a mask will not be allowed inside the terminal and will not be able to board the plane. Irregularity to comply with this rule may result in penalties.

We kindly remind you to wear a mask during your trip to and from the airport with public transportation.

No, you can still check-in to your flight when you arrive at the terminal. On the other hand, for a faster and safer experience, we recommend to complete your online check-in before arriving at the terminal, whenever possible.

We have implemented signage for you to keep your physical distance with others during security control. Please adhere to directions.

X-ray machines and trays are disinfected frequently.

Your body temperature will be checked with thermal cameras upon entering the terminal. Anyone with a body temperature above 37.5C will be directed to the health authorities. We kindly remind you to put on your mask before entering the terminal building.

Until further notice, only passengers and airport staff will be allowed inside the terminal. Please wait in the carpark to welcome guests.

We recommend that you arrive at the airport at least 2 hours before your flight for domestic flights, and 3 hours for international flights.

The lounges at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.

During this phase, some facilities at our airport may be closed to service. For detailed information: www.primeclass.com.tr

The F&B points at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage. Wearing a mask is obligatory at F&B points.

F&B areas, kitchens and storage areas are frequently disinfected.

We recommend using contactless payment options.

The duty-free at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage. Wearing a mask is obligatory at duty-free shops.

Duty-free areas and storage areas are frequently disinfected.

We recommend using contactless payment options.

The prayer areas at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.

All waiting areas at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.

Boarding will begin from the back of the aircraft and proceed to front row seats. Please wait for your turn.

Boarding pass and ID checks are configured to minimize contact with others.

Passengers without masks won’t be allowed to board the airplane.

International arrival passengers will have their body temperatures checked and in case of suspicion, passengers will be directed to the health units.

All arrival areas at our airport are configured as for you to keep your safe physical distance with others. Please follow instructions and signage.

Baggage conveyor systems are disinfected frequently.

Useful Information

Flight Information
Flight Information

Real-time information of arrival and departure flights at Madinah Airport

Parking
Parking

Your way to a secure parking space!

Shopping & Dining
Shopping & Dining

See the full range of shops in our shopping universe. At the airport you'll find a great selection of shops within fashion, electronics, design and souvenirs

Frequently Asked Questions

Schedules, price information and ticket operations regarding flights are under the control and responsibility of the airline companies. You can access detailed and accurate information from your airline company.
Yes. You need to make your subscription within one hour of entering the car park.
Our terminal and our parking provide 24 hour services and you can make your subscription transaction any time of the day in a very short time.
Airline companies are responsible for all procedures after check-in, during loading of luggage to aircraft and afterwards. Therefore you should make your application to related airlines company Lost-Damaged Luggage Units with your identification and luggage information.