1. Statement of Commitment

At SAT Mexico, we believe that quality is one of the fundamental pillars of delivering memorable, safe, and responsible travel experiences.

Our commitment is to provide tourism services that consistently exceed our clients’ expectations through an organizational culture built on excellence, continuous improvement, innovation, operational efficiency, and customer satisfaction.

We strive to ensure that every interaction with our clients, suppliers, employees, and business partners reflects the professionalism, integrity, reliability, and personalized service that distinguish SAT Mexico.

Quality is an integral part of our business strategy and is embedded in the design of our products, the selection of our suppliers, the management of our operations, and the continuous improvement of our processes.

2. Purpose

This Policy establishes the principles and commitments that guide quality management at SAT Mexico, promoting the continuous improvement of our processes, services, and travel experiences with the objective of ensuring customer satisfaction and strengthening the Company’s competitiveness.

3. Scope

This Policy applies to:

• General Management
• Board of Directors
• All SAT Mexico employees
• Sales Department
• Product Department
• Operations Department
• Administration Department
• Coordinators
• Tour guides
• Suppliers
• Subcontracted companies
• Business partners
• Any individual or organization acting on behalf of SAT Mexico

4. Quality Principles

4.1 Customer Focus

Our clients are at the center of every decision we make.

We strive to understand their needs, expectations, and preferences in order to provide personalized solutions that create exceptional travel experiences.

4.2 Service Excellence

We foster a culture of excellence through high service standards, professionalism, and attention to detail.

Our objective is for every experience to reflect the level of quality that defines SAT Mexico.

4.3 Continuous Improvement

We recognize that quality is an ongoing process.

We continuously evaluate our performance to identify opportunities for improvement and implement actions that enhance operational efficiency and customer satisfaction.

4.4 Innovation

We promote innovation across our processes, products, and technological tools to effectively respond to the evolving needs of the tourism market.

4.5 Teamwork

We encourage collaboration across all areas of the organization, recognizing that quality is a shared responsibility.

4.6 Process-Based Management

We promote clearly defined, documented, and measurable processes that enable us to deliver consistent, reliable, and high-quality services.

4.7 Evidence-Based Decision Making

Quality-related decisions are supported by objective information, performance indicators, risk analysis, and customer feedback.

5. SAT Mexico’s Commitments

SAT Mexico is committed to:

• Providing safe, reliable, and high-quality tourism services.
• Complying with all applicable legal and regulatory requirements.
• Understanding and meeting our clients’ needs and expectations.
• Promoting clear, transparent, and effective communication.
• Strengthening employee competencies through continuous training and professional development.
• Building collaborative relationships with suppliers committed to quality.
• Promoting innovation as a tool for improving our services.
• Implementing preventive and corrective actions whenever necessary.
• Fostering an organizational culture focused on excellence.

6. Customer Satisfaction Management

Customer satisfaction is one of the primary indicators of SAT Mexico’s performance.

To achieve this, we strive to:

• Obtain feedback from our clients.
• Analyze suggestions and opportunities for improvement.
• Respond promptly and effectively to complaints and claims.
• Periodically evaluate customer satisfaction and service perception.
• Implement corrective actions whenever necessary.

We believe that actively listening to our clients is essential for strengthening the continuous improvement of our organization.

7. Supplier Management

Our suppliers play a fundamental role in the quality of the services we provide.

Accordingly, we seek to collaborate with organizations that:

• Comply with applicable laws and regulations.
• Maintain high standards of quality.
• Deliver reliable and safe services.
• Fulfill agreed contractual commitments.
• Share our ethical values and sustainability principles.
• Participate in supplier evaluation processes whenever appropriate.

8. Risk Management

SAT Mexico promotes a preventive approach to identifying, assessing, and managing risks that could affect the quality of our services.

Whenever necessary, we will implement actions to:

• Reduce operational errors.
• Minimize service disruptions.
• Strengthen business continuity.
• Improve the customer experience.
• Reduce operational incidents and non-conformities.

9. Training and Development

We recognize that quality depends on the knowledge, skills, and commitment of our employees.

Accordingly, we promote regular training programs covering topics such as:

• Customer service.
• Service quality.
• Continuous improvement.
• Process management.
• Effective communication.
• Leadership.
• Crisis management.
• Responsible tourism.
• Innovation.
• Business ethics.

10. Monitoring and Evaluation

SAT Mexico will establish mechanisms to monitor the performance of its Quality Management System.

Whenever applicable, performance indicators may include:

• Customer satisfaction.
• Response times.
• Operational performance.
• Supplier evaluations.
• Complaints and claims.
• Operational incidents.
• Employee training.
• Achievement of quality objectives.

The results obtained will support informed decision-making and drive continuous improvement across the organization.

11. Responsibilities

General Management

General Management is responsible for:

• Approving this Policy.
• Defining the Company’s quality strategy.
• Allocating the resources necessary for its implementation.
• Promoting a culture of quality.
• Periodically reviewing the performance of the Quality Management System.

Department Managers

Department Managers are responsible for:

• Implementing this Policy.
• Monitoring compliance with established processes.
• Promoting best practices.
• Identifying opportunities for improvement.
• Monitoring quality performance indicators.

Employees

All employees are expected to:

• Comply with this Policy.
• Perform their duties with professionalism.
• Participate in training and development programs.
• Report opportunities for improvement.
• Actively contribute to customer satisfaction.

Suppliers

We expect our suppliers to:

• Comply with agreed quality standards.
• Maintain the quality of their services.
• Cooperate during supplier evaluation processes.
• Participate in improvement initiatives whenever appropriate.

12. Continuous Improvement

SAT Mexico recognizes that quality is a dynamic and ongoing process.

We are committed to:

• Periodically reviewing our processes.
• Analyzing performance results.
• Implementing preventive and corrective actions.
• Incorporating new technologies.
• Promoting innovation.
• Learning from customer and employee feedback.
• Establishing increasingly ambitious quality objectives.

Our goal is to continuously strengthen the quality of our services while delivering exceptional travel experiences for our clients.

13. Policy Review

This Corporate Quality Policy shall be reviewed at least every two years or earlier whenever significant changes occur in:

• Applicable legislation.
• Internal processes.
• Corporate strategy.
• Customer expectations.
• Identified risks.
• Best practices within the tourism industry.

Any revisions to this Policy shall be approved by General Management and communicated in a timely manner to the appropriate areas of the organization.

Final Statement

At SAT Mexico, we believe that quality extends far beyond compliance with established standards; it represents our enduring commitment to excellence, innovation, and the satisfaction of those who place their trust in us.

Every experience we design, every service we coordinate, and every decision we make reflects our commitment to delivering responsible, safe, and world-class tourism experiences. We therefore reaffirm our commitment to continuously improving our processes, strengthening the capabilities of our team, and working closely with our clients, suppliers, and strategic partners to further establish SAT Mexico as a benchmark for quality within the international tourism industry.