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”.
