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Service Standards

Service Standards

Customer waiting times have been defined in order to minimise inconvenience and achieve aircraft turn-round targets as specified by each individual airline.

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:

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

2. For Non Pre-Booked Departing Customers

Upon arrival at the airport, once they have made themselves known:

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

3. For Pre-Booked Arriving Customers

Assistance should be available at the aircraft side for:

• 100% of customers when the aircraft arrives “on chocks”.

4. For Non Pre-Booked Arriving Customers

Assistance should be available at the aircraft side for:

• 100% of customers within 10 minutes of “on chocks”.