Page 151 - AEROSTAT 2023
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Info Desk
• Although the info-desk queries index is not a measure of service performance, it does
connote the efect passenger traic has on the information counters.
Call Centre
• AIA’s call centre statistics are produced by the Report Manager, who provides historical
statistical reporting and information on all contact centre activities. These statistics can
be retrieved in ten seconds intervals. Service level is also extracted, i.e., the percentage of
incoming service calls answered by the service group within a speciied time, representing
how well the contact centre performs. The speciied time for AIA’s service level is set at 20
seconds, which is the time between the end of the introductory message and the agent’s
response.
Passenger Comments
• In compliance with article 10 of the ACI-Europe Airport Voluntary Commitment, Athens
International Airport has established an integrated Passenger Complaint Management
System.
Airport Service Evaluation
• Airport Services Evaluation is derived from Quality Monitor Survey (QMS), which is conducted
by AIA since 2001, aiming to measure the quality of the facilities and services ofered at
the Airport, to provide high level customer service. The annual sample consists of 7,000
interviews of departing and arriving passengers taken at the Airport’s gates and arrival hall
daily.
* All igures presented in this report refer to year 2023 unless otherwise stated.
150 151
• Although the info-desk queries index is not a measure of service performance, it does
connote the efect passenger traic has on the information counters.
Call Centre
• AIA’s call centre statistics are produced by the Report Manager, who provides historical
statistical reporting and information on all contact centre activities. These statistics can
be retrieved in ten seconds intervals. Service level is also extracted, i.e., the percentage of
incoming service calls answered by the service group within a speciied time, representing
how well the contact centre performs. The speciied time for AIA’s service level is set at 20
seconds, which is the time between the end of the introductory message and the agent’s
response.
Passenger Comments
• In compliance with article 10 of the ACI-Europe Airport Voluntary Commitment, Athens
International Airport has established an integrated Passenger Complaint Management
System.
Airport Service Evaluation
• Airport Services Evaluation is derived from Quality Monitor Survey (QMS), which is conducted
by AIA since 2001, aiming to measure the quality of the facilities and services ofered at
the Airport, to provide high level customer service. The annual sample consists of 7,000
interviews of departing and arriving passengers taken at the Airport’s gates and arrival hall
daily.
* All igures presented in this report refer to year 2023 unless otherwise stated.
150 151
