Service Standards

Service Standards

Customer waiting times have been defined in order to minimise inconvenience and achieve aircraft turn-round target of 25 minutes:

All departing customers must reach their aircraft in time to enable timely pre-boarding.  It is essential that arriving customers disembark their aircraft as quickly as possible in order not to compromise operational turn-round of aircraft. 

Customer Waiting Times

1. For Pre-Booked Departing Customers
Upon arrival at the airport, once they have made themselves known:

• 95% of customers should wait for no longer than 10 minutes for assistance.
• 100% should wait for no longer than 20 minutes.

2. For Non Pre-Booked Departing Customers
Upon arrival at the airport, once they have made themselves known:

• 95% of customers should wait for no longer than 15 minutes.
• 100% should wait for no longer than 25 minutes.

3. For Pre-Booked Arriving Customers
Assistance should be available at the aircraft side for:

• 99% of customers when the aircraft arrives "on chocks".
• 100% within 5 minutes of "on chocks".

4. For Non Pre-Booked Arriving Customers
Assistance should be available at the aircraft side for:

• 90% of customers within 10 minutes of "on chocks".
• 100% within 15 minutes of "on chocks".