The Commission for Aviation Regulation (CAR) has published the results of quality of service monitoring of Dublin Airport for 3Q 2016. The report summarises the results, with data reported for security queue times, baggage-handling facilities, as well as passenger survey results. There were no service of quality breaches during the quarter, but the lowest satisfaction rating was for the comfort of waiting / gate areas.
The quality of service targets, which consistent failure to meet can lead to a penalty in the price cap, correspond to 12 quality of service categories, three of which are measured and reported by Dublin Airport and nine by the Airport Council International.
The categories of quality of service collected and reported by Dublin Airport are the following:
– Security queue wait time: number of days passengers queue for more than 30 minutes at security.
– Out-bound baggage handling: percentage of time that the out-bound baggage handling system is unavailable for more than 30 minutes during hours of operation.
– In-bound baggage handling: percentage of time that the in-bound baggage handling system is available during hours of operation.
The categories of quality of service reported by the ACI Passenger Survey are overall satisfaction, ease of way finding, flight information screens, cleanliness of airport terminal, cleanliness of toilets, comfort of waiting / gate areas, courtesy of airport staff, courtesy of security staff, and Internet / wi-fi.