Page 47 - Ath Airport Profile
P. 47
Our Grade Report 45
Chart 7.7 Call Centre Waiting Time Under 2 min Chart 7.8 Information Provision
Queries at Info Desks
100%
300
95%
250
90%
85%
80%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2007 20026008 2007
% Waiting<2min 200
Avg Queries per Hour
150
100
50
0 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Note: Starting From 2007, Statistics Include Mobile Agents Load
Passenger Complaints Related Chart 7.10 Airport Services Evaluation Comparison
of 2007-2008 Average Rating of Services (1-5 scale)
Chart 7.9 to the Articles of Voluntary Airport Commitment
(ACI) as % of Total Complaint Items Received
1. People with SENSE OF SECURITY
Reduced Mobility
2. Passenger Info BAGGAGE DELIVERY (airline / gh services) 5 TERMINAL AMBIENCE
3.87 AIRPORT STAFF COURTESY
on Legal Rights AIRCRAFT BOARDING 3.67 3.99
(airline / gh services) 3.77 3.60
3. Assistance during Periods CHECK-IN SERVICES 4 3.90 REDUCED MOBILITY FACILITIES
of Disruption (airline / gh services) 3.79 3 4.98 TERMINAL SIGNAGE
4. Ground Access, BAGGAGE TROLLEYS 3.78 2 3.68 INFO SERVICES
Transportation & Parking
1
5. Check-in, Baggage
Delivery & Security 3.61
6. Terminal PARKING SERVICES
Infrastucture
7. Baggage 3.48 4.04
Trolleys INFORMATION MONITORS
8. Way Finding, OTHER COMMERCIAL SERVICES 3.34
3.55
Signage & Info Provisiion RESTAURANTS 3.72 SEATING AVAILABILITY
9. Cleanliness 3.81
4.08 COMFORT
10. Complaint SHOPPING
Management
11. Airport Overall Courteous CLEANLINESS
Service Provision
2007 2008 2007 2008
0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%
Chart 7.11 Passenger Comment Management Chart 7.12 Passenger Comment Management
Customisation of Responses per Month Average Response Time per Month
100% 40
35
95%
% Customised Responses 30
Average Response Time (Days)
90% 25
85% 20
80% 15
10
75% 5
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2007 2008 0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Annual Average Response Time: 2008: 24.9 Days - 2007: 19.7 Days
Chart 7.7 Call Centre Waiting Time Under 2 min Chart 7.8 Information Provision
Queries at Info Desks
100%
300
95%
250
90%
85%
80%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2007 20026008 2007
% Waiting<2min 200
Avg Queries per Hour
150
100
50
0 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08 07 08
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Note: Starting From 2007, Statistics Include Mobile Agents Load
Passenger Complaints Related Chart 7.10 Airport Services Evaluation Comparison
of 2007-2008 Average Rating of Services (1-5 scale)
Chart 7.9 to the Articles of Voluntary Airport Commitment
(ACI) as % of Total Complaint Items Received
1. People with SENSE OF SECURITY
Reduced Mobility
2. Passenger Info BAGGAGE DELIVERY (airline / gh services) 5 TERMINAL AMBIENCE
3.87 AIRPORT STAFF COURTESY
on Legal Rights AIRCRAFT BOARDING 3.67 3.99
(airline / gh services) 3.77 3.60
3. Assistance during Periods CHECK-IN SERVICES 4 3.90 REDUCED MOBILITY FACILITIES
of Disruption (airline / gh services) 3.79 3 4.98 TERMINAL SIGNAGE
4. Ground Access, BAGGAGE TROLLEYS 3.78 2 3.68 INFO SERVICES
Transportation & Parking
1
5. Check-in, Baggage
Delivery & Security 3.61
6. Terminal PARKING SERVICES
Infrastucture
7. Baggage 3.48 4.04
Trolleys INFORMATION MONITORS
8. Way Finding, OTHER COMMERCIAL SERVICES 3.34
3.55
Signage & Info Provisiion RESTAURANTS 3.72 SEATING AVAILABILITY
9. Cleanliness 3.81
4.08 COMFORT
10. Complaint SHOPPING
Management
11. Airport Overall Courteous CLEANLINESS
Service Provision
2007 2008 2007 2008
0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 20%
Chart 7.11 Passenger Comment Management Chart 7.12 Passenger Comment Management
Customisation of Responses per Month Average Response Time per Month
100% 40
35
95%
% Customised Responses 30
Average Response Time (Days)
90% 25
85% 20
80% 15
10
75% 5
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2007 2008 0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Annual Average Response Time: 2008: 24.9 Days - 2007: 19.7 Days
