Page 89 - AEROSTAT 2023
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The quality of the ofered airport services combined with a seamless passenger experience is of high
importance for the Company. For this purpose, a number of tools are being deployed, including the
regular monitoring of queues’ waiting time at several operational airport service points, such as check-in,
ticketing, passport control, security screening, as well as structured surveys and direct communication.
These tools enable AIA to assess and further improve the level of the ofered services.
In a year exceeding the record passenger volumes of 2019, the waiting times at most measuring points
overall decreased compared to 2019, mainly as a result of the second semester’s performance and
despite the delay and light cancellation problems that other European airports faced, due to personnel
shortage. This was more evident in passport control, with the signiicant reduction being attributed to the
resolution of staing issues, that were the reason for the high waiting times in 2019.
During a record year in terms of passenger traic, AIA personnel responded to more than 6.7 million
passenger and visitor queries, +32% vs. 2022 and +75% vs. 2019. The Airport Call Centre handled
approximately 370,000 telephone enquiries with almost 94% of callers being served within 20 seconds.
Over 6,000 enquiries were received and processed electronically via email. The information desks
(including roaming agents) handled 714 queries per hour, with the busiest period being between June and
October, when queries were close to or even exceeded 1,000 queries per hour.
The airport services evaluation from the travelling public is another important tool for assessing the
quality of the facilities and services ofered at the Airport. Passengers’ satisfaction remained at high
levels in the course of 2023, despite the overall record traic levels and the high passenger volumes
during the peak summer season. For the majority of the evaluated Airport services, the scores remained
above 4 in a 5-point scale, reairming the Company’s commitment to passengers’ service excellence.
Committed to continuously improving services ofered to the travelling public, emphasis was also
placed on passenger comment management, monthly analysing comments and communicating relevant
information. In 2023, 4,484 comments from 961 passengers were received (vs. 3,123 comments from
1014 passengers in 2022 and 6,098 comments from 2,362 passengers in 2019). The top dissatisfaction
parameter was service for business class passengers and facilities at the Satellite Terminal Building (STB),
while issues regarding the new curbside measures (a new entry/exit barrier-controlled system at road
sections of the departures and arrivals levels– allowing 10 minutes for free of charge drive, stop, and exit
of vehicles) were also on top of the list. A total of 331 letters of response were dispatched, out of which
98.98% were personalised. The average response time for the year was 9.5 days.
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importance for the Company. For this purpose, a number of tools are being deployed, including the
regular monitoring of queues’ waiting time at several operational airport service points, such as check-in,
ticketing, passport control, security screening, as well as structured surveys and direct communication.
These tools enable AIA to assess and further improve the level of the ofered services.
In a year exceeding the record passenger volumes of 2019, the waiting times at most measuring points
overall decreased compared to 2019, mainly as a result of the second semester’s performance and
despite the delay and light cancellation problems that other European airports faced, due to personnel
shortage. This was more evident in passport control, with the signiicant reduction being attributed to the
resolution of staing issues, that were the reason for the high waiting times in 2019.
During a record year in terms of passenger traic, AIA personnel responded to more than 6.7 million
passenger and visitor queries, +32% vs. 2022 and +75% vs. 2019. The Airport Call Centre handled
approximately 370,000 telephone enquiries with almost 94% of callers being served within 20 seconds.
Over 6,000 enquiries were received and processed electronically via email. The information desks
(including roaming agents) handled 714 queries per hour, with the busiest period being between June and
October, when queries were close to or even exceeded 1,000 queries per hour.
The airport services evaluation from the travelling public is another important tool for assessing the
quality of the facilities and services ofered at the Airport. Passengers’ satisfaction remained at high
levels in the course of 2023, despite the overall record traic levels and the high passenger volumes
during the peak summer season. For the majority of the evaluated Airport services, the scores remained
above 4 in a 5-point scale, reairming the Company’s commitment to passengers’ service excellence.
Committed to continuously improving services ofered to the travelling public, emphasis was also
placed on passenger comment management, monthly analysing comments and communicating relevant
information. In 2023, 4,484 comments from 961 passengers were received (vs. 3,123 comments from
1014 passengers in 2022 and 6,098 comments from 2,362 passengers in 2019). The top dissatisfaction
parameter was service for business class passengers and facilities at the Satellite Terminal Building (STB),
while issues regarding the new curbside measures (a new entry/exit barrier-controlled system at road
sections of the departures and arrivals levels– allowing 10 minutes for free of charge drive, stop, and exit
of vehicles) were also on top of the list. A total of 331 letters of response were dispatched, out of which
98.98% were personalised. The average response time for the year was 9.5 days.
88 89
