Page 69 - Ath Airport Profile
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COUNTING PASSENGERS AND FLIGHTS the level of services offered (passenger comment
The origin and destination of a flight is defined according management process);
to the first origin/last destination of the flight. • Capturing the passengers’/visitors’ perception regarding
A passenger’s origin/destination is defined according to the level of services offered (passenger comment
the point of embarkation/disembarkation. management process);
The classification into Intra/Extra-Schengen for passengers • Measuring actual performance on critical areas (service
and flights is designated according to the flight’s last performance indicators).
origin/first stop. Service Performance indicators reflect those areas of
The geographical regions are defined according to the service and facilities that affect the perception of a
ACI classification. passenger for the level of the service offered within the
Transit Passengers are defined as passengers arriving airport premises.
to and departing from the airport with the same flight Thus, for a number of services offered to passengers
number, without leaving the transit area of the airport either by the Airport Company or by 3rd party airport
(direct transit). users (airlines/handlers), quantifiable indicators have been
Terminal Passengers are arriving and departing passengers, established and are being monitored, in line with the
transit passengers excluded. Corporate Quality programme of AIA. These indicators
All traffic statistical data are measured on UTC and Land/ enable us to accurately monitor the level of service
Airborne times. provided while supporting benchmarking and performance
Traffic data for the peripheral Greek airports are based on enhancement activities. Efficient measurement of AIA and
the preliminary traffic results dispatched by the Hellenic non-AIA passenger-oriented services is achieved through
Civil Aviation Authority (HCAA). The total number of effective cross-departmental cooperation.
Greece’s domestic flights and passengers are double- Check-in, Ticketing and Security Queues
counted (included in both the airport of origin and the Measurement of queuing time refers to the time elapsing
airport of destination). from the moment a passenger stands in line until they
Traffic statistics on worldwide and European airports are reach the service point. Measurements are taken 7 days
based on ACI preliminary traffic results. a week between 06:00 and 22:00 hours.
EXERCISES ON PUNCTUALITY Baggage Reclaim
ATH has joined the European Airport’s Punctuality The measurement of the time between aircraft on-blocks
Network (EAPN), members of which have agreed to report until first bag delivery (Obl-Fb) and between first-bag
punctuality for passenger and cargo services. For this delivery until last-bag delivery (Fb-Lb) is a standard
reason the previous year’s published ATH punctuality method among international airports for assessing
figures may differ from this report since previously we baggage reclaim performance, and approximates the
used to report punctuality for passenger services only. level of service provided.
EAPN among other works is trying to harmonize the way Info Desk
airports report punctuality so that the published airport Although the info desk queries indicator is not a direct
punctuality figures can be comparable. measure of service performance, it shows the effect of
A flight is characterised as Delayed if it departs/arrives passenger traffic on the information counters.
(off-/on-blocks) 16 or more minutes after the scheduled Call Centre
time of departure/arrival. Call centre statistics are being produced by the reporting
Average Delay is calculated in minutes and amongst function of the switchboard system. The data are taken in
delayed flights. 10-second increments, and a 2-minute threshold is being
Delay reasons are classified according to IATA Delay Codes, used to assess the trend of service performance.
as declared by the airlines and/or handling agents. It Passenger Complaints
should be noted that statistics presented in this report Refers to complaints relevant to those service categories
should be treated with caution due to the limited number with significant operational impact. All complaints are
of delayed flights for which a delay reason is declared. expressed as a percentage of all the complaint items
More specifically, the available results are based on received. Athens International Airport, in compliance
the 57% of delayed departures, the reasons for which with article 10 of the ACI-Europe Airport Voluntary
have been dispatched to AIA (as compared to 60% in Commitment, has established an integrated Passenger
2005). Complaint Management system.
Flights considered in the “Punctuality” section are only Airport Services Questionnaire – Rating
passenger-scheduled and charter flights. AIA’s passenger comments brochure titled “Your Opinion
JOINING THE PASSENGER DOTS – Counts” features a questionnaire section for the evaluation
ADDING TOURISTS of airport services and facilities. This section includes 18
Passenger profile and tourism development data derive general service categories, which the passengers rate on a
from AIA’s “Passengers Survey”. This survey has been 1-to-5 scale (5 being excellent). In 2009, 1,579 passengers
conducted at Athens International Airport for ten in total answered this questionnaire.
consecutive years, aiming to investigate the demographic *All figures presented in this report refer to year 2009 unless
and travelling profile of Athens passengers, and depict otherwise stated.
changes over the years. The annual sample of the survey
amounts to 40,000 interviews conducted with departing
passengers, while the data collection takes place at the
departures gates of the airport on a daily basis.
OUR GRADE REPORT
Service Performance relates to:
Capturing the passengers’/visitors’ perception regarding
COUNTING PASSENGERS AND FLIGHTS the level of services offered (passenger comment
The origin and destination of a flight is defined according management process);
to the first origin/last destination of the flight. • Capturing the passengers’/visitors’ perception regarding
A passenger’s origin/destination is defined according to the level of services offered (passenger comment
the point of embarkation/disembarkation. management process);
The classification into Intra/Extra-Schengen for passengers • Measuring actual performance on critical areas (service
and flights is designated according to the flight’s last performance indicators).
origin/first stop. Service Performance indicators reflect those areas of
The geographical regions are defined according to the service and facilities that affect the perception of a
ACI classification. passenger for the level of the service offered within the
Transit Passengers are defined as passengers arriving airport premises.
to and departing from the airport with the same flight Thus, for a number of services offered to passengers
number, without leaving the transit area of the airport either by the Airport Company or by 3rd party airport
(direct transit). users (airlines/handlers), quantifiable indicators have been
Terminal Passengers are arriving and departing passengers, established and are being monitored, in line with the
transit passengers excluded. Corporate Quality programme of AIA. These indicators
All traffic statistical data are measured on UTC and Land/ enable us to accurately monitor the level of service
Airborne times. provided while supporting benchmarking and performance
Traffic data for the peripheral Greek airports are based on enhancement activities. Efficient measurement of AIA and
the preliminary traffic results dispatched by the Hellenic non-AIA passenger-oriented services is achieved through
Civil Aviation Authority (HCAA). The total number of effective cross-departmental cooperation.
Greece’s domestic flights and passengers are double- Check-in, Ticketing and Security Queues
counted (included in both the airport of origin and the Measurement of queuing time refers to the time elapsing
airport of destination). from the moment a passenger stands in line until they
Traffic statistics on worldwide and European airports are reach the service point. Measurements are taken 7 days
based on ACI preliminary traffic results. a week between 06:00 and 22:00 hours.
EXERCISES ON PUNCTUALITY Baggage Reclaim
ATH has joined the European Airport’s Punctuality The measurement of the time between aircraft on-blocks
Network (EAPN), members of which have agreed to report until first bag delivery (Obl-Fb) and between first-bag
punctuality for passenger and cargo services. For this delivery until last-bag delivery (Fb-Lb) is a standard
reason the previous year’s published ATH punctuality method among international airports for assessing
figures may differ from this report since previously we baggage reclaim performance, and approximates the
used to report punctuality for passenger services only. level of service provided.
EAPN among other works is trying to harmonize the way Info Desk
airports report punctuality so that the published airport Although the info desk queries indicator is not a direct
punctuality figures can be comparable. measure of service performance, it shows the effect of
A flight is characterised as Delayed if it departs/arrives passenger traffic on the information counters.
(off-/on-blocks) 16 or more minutes after the scheduled Call Centre
time of departure/arrival. Call centre statistics are being produced by the reporting
Average Delay is calculated in minutes and amongst function of the switchboard system. The data are taken in
delayed flights. 10-second increments, and a 2-minute threshold is being
Delay reasons are classified according to IATA Delay Codes, used to assess the trend of service performance.
as declared by the airlines and/or handling agents. It Passenger Complaints
should be noted that statistics presented in this report Refers to complaints relevant to those service categories
should be treated with caution due to the limited number with significant operational impact. All complaints are
of delayed flights for which a delay reason is declared. expressed as a percentage of all the complaint items
More specifically, the available results are based on received. Athens International Airport, in compliance
the 57% of delayed departures, the reasons for which with article 10 of the ACI-Europe Airport Voluntary
have been dispatched to AIA (as compared to 60% in Commitment, has established an integrated Passenger
2005). Complaint Management system.
Flights considered in the “Punctuality” section are only Airport Services Questionnaire – Rating
passenger-scheduled and charter flights. AIA’s passenger comments brochure titled “Your Opinion
JOINING THE PASSENGER DOTS – Counts” features a questionnaire section for the evaluation
ADDING TOURISTS of airport services and facilities. This section includes 18
Passenger profile and tourism development data derive general service categories, which the passengers rate on a
from AIA’s “Passengers Survey”. This survey has been 1-to-5 scale (5 being excellent). In 2009, 1,579 passengers
conducted at Athens International Airport for ten in total answered this questionnaire.
consecutive years, aiming to investigate the demographic *All figures presented in this report refer to year 2009 unless
and travelling profile of Athens passengers, and depict otherwise stated.
changes over the years. The annual sample of the survey
amounts to 40,000 interviews conducted with departing
passengers, while the data collection takes place at the
departures gates of the airport on a daily basis.
OUR GRADE REPORT
Service Performance relates to:
Capturing the passengers’/visitors’ perception regarding
