Page 45 - Ath Airport Profile
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2009 was a year with interesting findings With regard to the call centre performance,
the yearly statistics demonstrate that 99.05%
regarding the airport’s service performance, of the incoming calls were replied to within
as measured by specific indices. A remarkable less than 2 min. The information provision load
decrease is noted at check-in queuing time, at the information desks was at 136 queries
whereas an increase is noted at other service per hour (including roaming agents) - the busiest
parameters (Ticketing, Passport, and Security). month being July, with 207 queries per hour.
In more detail, the average queuing time In the context of our commitment to
at check-in was measured at 4:49 minutes continuously improving the services offered
showing a remarkable decrease in relation to the travelling public, we place special
to 2008 (measured at 7:22). The annual emphasis on passenger comment management,
average of security screening queuing analysing passenger comments on a monthly
time (for passengers and hand luggage) was basis and communicating relevant information
measured at 2:38 minutes in comparison to to all parties involved. For 2009, we received
1:54 minutes for 2008, while the percentage 4,063 comments from 2,270 passengers. Of the
of queues exceeding 10 min increased in total complaint items, 55.5% related to AIA
comparison to 2008. The ticket desk queues and 44.5% to third parties. The smoking issue
were measured at 7:43, showing an increase and the removal of security items ranked highly
when compared to 2008 (6:48). Passport on the list. In relation to third parties it seems
queuing time was measured at 3:44, showing that flight delays and information provision
an increase in comparison to 2008 (2:45). from airlines/handlers in cases of operational
In regards to check-in queuing time a disruption was the major source of passengers’
remarkable improvement in performance is dissatisfaction. Courtesy issues (airport
noted for Q4 (Oct-Dec). This is also reflected community general) also show a remarkable
in the check-in distribution, which shows that increase in relation to 2009.
queuing time between 0-5 minutes represented A total of 1,410 letters of response were
the 71.38% of the measurements, as compared dispatched, 89.6% of which were customised.
to 55.22% in 2008. Airline related complaints The average response time for the year 2009
received for the same period were significantly was 22.2 days below the target of 24 days
reduced. set. 276 complaint cases required thorough
The average time for delivering the first bag investigation in cooperation with involved
from the “on-blocks” position showed a departments so as passengers to receive a
moderate decrease from 14:16 minutes to 13:58. properly justified response.
2009 was a year with interesting findings With regard to the call centre performance,
the yearly statistics demonstrate that 99.05%
regarding the airport’s service performance, of the incoming calls were replied to within
as measured by specific indices. A remarkable less than 2 min. The information provision load
decrease is noted at check-in queuing time, at the information desks was at 136 queries
whereas an increase is noted at other service per hour (including roaming agents) - the busiest
parameters (Ticketing, Passport, and Security). month being July, with 207 queries per hour.
In more detail, the average queuing time In the context of our commitment to
at check-in was measured at 4:49 minutes continuously improving the services offered
showing a remarkable decrease in relation to the travelling public, we place special
to 2008 (measured at 7:22). The annual emphasis on passenger comment management,
average of security screening queuing analysing passenger comments on a monthly
time (for passengers and hand luggage) was basis and communicating relevant information
measured at 2:38 minutes in comparison to to all parties involved. For 2009, we received
1:54 minutes for 2008, while the percentage 4,063 comments from 2,270 passengers. Of the
of queues exceeding 10 min increased in total complaint items, 55.5% related to AIA
comparison to 2008. The ticket desk queues and 44.5% to third parties. The smoking issue
were measured at 7:43, showing an increase and the removal of security items ranked highly
when compared to 2008 (6:48). Passport on the list. In relation to third parties it seems
queuing time was measured at 3:44, showing that flight delays and information provision
an increase in comparison to 2008 (2:45). from airlines/handlers in cases of operational
In regards to check-in queuing time a disruption was the major source of passengers’
remarkable improvement in performance is dissatisfaction. Courtesy issues (airport
noted for Q4 (Oct-Dec). This is also reflected community general) also show a remarkable
in the check-in distribution, which shows that increase in relation to 2009.
queuing time between 0-5 minutes represented A total of 1,410 letters of response were
the 71.38% of the measurements, as compared dispatched, 89.6% of which were customised.
to 55.22% in 2008. Airline related complaints The average response time for the year 2009
received for the same period were significantly was 22.2 days below the target of 24 days
reduced. set. 276 complaint cases required thorough
The average time for delivering the first bag investigation in cooperation with involved
from the “on-blocks” position showed a departments so as passengers to receive a
moderate decrease from 14:16 minutes to 13:58. properly justified response.
