Page 150 - AEROSTAT 2023
P. 150
EXERCISES ON PUNCTUALITY
• A light is characterised as Delayed if it departs/arrives (of-/on-blocks) 16 or more minutes
after the scheduled time of departure/arrival.
• The Average Delay is calculated in minutes and among delayed lights.
• Delay reasons are classiied according to IATA Delay Codes, as declared by the airlines and/
or handling agents. Statistics presented in this report should be treated with caution due to
the limited number of delayed lights for which a delay reason is declared.
JOINING THE PASSENGER DOTS − ADDING TOURISTS
• Passenger proile and tourism development data derive from the “Passengers’ Survey”,
which Athens International Airport conducts as of 2001, aiming to investigate Athens
passengers’ demographic and travelling proile and pinpoint changes over the years. The
survey’s annual sample consists of 40,000 interviews with departing passengers taken at the
Airport’s departure gates daily.
• Passenger volumes presented in the “Adding Tourists” chapter correspond to passenger
arrivals for foreign residents and passenger departures for Greek residents.
OUR GRADE REPORT
• Service Performance relates to:
- Capturing passengers/visitors’ perception of the level of services ofered (passenger
comment management process and Quality Monitor Survey;
- Measuring actual performance in critical areas (service performance indicators).
• Service Performance indices relect areas of service and facilities afecting a passenger’s
perception of the service level within the Airport premises.
• Thus, quantiiable indices have been established and monitored for several services ofered
by either the Airport Company or a third party (airlines/handlers), in line with AIA’s customer
experience culture. These indices enable an accurate monitoring of the service level, support
benchmarking and allow initiatives to improve performance. Evaluating passenger-oriented
services rendered by AIA or third parties is possible through the productive cooperation of
the Company’s departments.
Check-in and Security Queues
• Queuing time refers to the time elapsing from the moment a passenger stands in line until
they reach the service point. Measurements are taken seven days a week between 06:00 and
22:00 hours.
Baggage Reclaim
• Measuring time between aircraft on-blocks until irst bag delivery (Obl-Fb) and between irst-
bag delivery until last-bag delivery (Fb-Lb) is a standard method among international airports
for assessing baggage reclaim performance and approximates the level of service provided.
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• A light is characterised as Delayed if it departs/arrives (of-/on-blocks) 16 or more minutes
after the scheduled time of departure/arrival.
• The Average Delay is calculated in minutes and among delayed lights.
• Delay reasons are classiied according to IATA Delay Codes, as declared by the airlines and/
or handling agents. Statistics presented in this report should be treated with caution due to
the limited number of delayed lights for which a delay reason is declared.
JOINING THE PASSENGER DOTS − ADDING TOURISTS
• Passenger proile and tourism development data derive from the “Passengers’ Survey”,
which Athens International Airport conducts as of 2001, aiming to investigate Athens
passengers’ demographic and travelling proile and pinpoint changes over the years. The
survey’s annual sample consists of 40,000 interviews with departing passengers taken at the
Airport’s departure gates daily.
• Passenger volumes presented in the “Adding Tourists” chapter correspond to passenger
arrivals for foreign residents and passenger departures for Greek residents.
OUR GRADE REPORT
• Service Performance relates to:
- Capturing passengers/visitors’ perception of the level of services ofered (passenger
comment management process and Quality Monitor Survey;
- Measuring actual performance in critical areas (service performance indicators).
• Service Performance indices relect areas of service and facilities afecting a passenger’s
perception of the service level within the Airport premises.
• Thus, quantiiable indices have been established and monitored for several services ofered
by either the Airport Company or a third party (airlines/handlers), in line with AIA’s customer
experience culture. These indices enable an accurate monitoring of the service level, support
benchmarking and allow initiatives to improve performance. Evaluating passenger-oriented
services rendered by AIA or third parties is possible through the productive cooperation of
the Company’s departments.
Check-in and Security Queues
• Queuing time refers to the time elapsing from the moment a passenger stands in line until
they reach the service point. Measurements are taken seven days a week between 06:00 and
22:00 hours.
Baggage Reclaim
• Measuring time between aircraft on-blocks until irst bag delivery (Obl-Fb) and between irst-
bag delivery until last-bag delivery (Fb-Lb) is a standard method among international airports
for assessing baggage reclaim performance and approximates the level of service provided.
150 151
