Page 45 - Ath Airport Profile
P. 45
43
AIA, consistent in its commitment to offer Furthermore, and in the context of our
high quality services to stakeholders, is commitment to continuously improving the
closely monitoring and reporting operational services offered to the travelling public, we
performance. Amongst the main monitoring tools place special emphasis on passenger comment
is the measurement of specific indices related to management, analysing passenger comments
key passenger airport processes such as security, on a monthly basis and communicating relevant
check-in, baggage delivery, passport control, etc. information to all involved parties. In 2011, we
received 3,111 comments from 1,637 passengers.
In more detail, average queuing time at check-in Of the total complaint items, 55.0% related to
was measured at 3:59 displaying an improvement AIA and 45.0% to third parties. A considerable
in relation to 2010 (measured at 4:51), while the increase was noted for aviation services
annual average of security screening queuing complaints, mainly concerning “flight delays” and
time (for passengers and hand luggage) was “lack of service during period of airport operation
measured at 2:25 minutes in comparison to 2:27 disruption” due to labour actions. Furthermore,
minutes for 2010. A considerable improvement courtesy related complaints showed an increasing
was observed in ticket desk queues, measured trend in relation to previous years.
at 3:26 compared to 6:16 in 2010, as well as on
passport control queuing time (reduced from A total of 1,111 letters of response were
3:02 in 2010 to 2:55 in 2011). The average time dispatched; 89.3% of these were personalized.
for delivering the first bag from the “on-blocks” The average response time for the year was 8.0
position was slightly reduced from 12:33 minutes days. 343 complaint cases required thorough
to 12:30. investigation in cooperation with implicated
departments in order for passengers to receive an
The call centre performance regarding annual appropriately justified response.
statistics demonstrated that 97.67% of incoming
calls were answered in less than 2 mins; air traffic
in 2011 faced multiple delays due to HCAA/
ADEDY 24hrs strikes, as well as HCAA unofficial
’work-to-rule’ actions in June, September &
October respectively. The information provision
load at the information desks amounted to 132
queries per hour (including roaming agents)
- the busiest month during the peak summer
period was July with 196 queries per hour.
AIA, consistent in its commitment to offer Furthermore, and in the context of our
high quality services to stakeholders, is commitment to continuously improving the
closely monitoring and reporting operational services offered to the travelling public, we
performance. Amongst the main monitoring tools place special emphasis on passenger comment
is the measurement of specific indices related to management, analysing passenger comments
key passenger airport processes such as security, on a monthly basis and communicating relevant
check-in, baggage delivery, passport control, etc. information to all involved parties. In 2011, we
received 3,111 comments from 1,637 passengers.
In more detail, average queuing time at check-in Of the total complaint items, 55.0% related to
was measured at 3:59 displaying an improvement AIA and 45.0% to third parties. A considerable
in relation to 2010 (measured at 4:51), while the increase was noted for aviation services
annual average of security screening queuing complaints, mainly concerning “flight delays” and
time (for passengers and hand luggage) was “lack of service during period of airport operation
measured at 2:25 minutes in comparison to 2:27 disruption” due to labour actions. Furthermore,
minutes for 2010. A considerable improvement courtesy related complaints showed an increasing
was observed in ticket desk queues, measured trend in relation to previous years.
at 3:26 compared to 6:16 in 2010, as well as on
passport control queuing time (reduced from A total of 1,111 letters of response were
3:02 in 2010 to 2:55 in 2011). The average time dispatched; 89.3% of these were personalized.
for delivering the first bag from the “on-blocks” The average response time for the year was 8.0
position was slightly reduced from 12:33 minutes days. 343 complaint cases required thorough
to 12:30. investigation in cooperation with implicated
departments in order for passengers to receive an
The call centre performance regarding annual appropriately justified response.
statistics demonstrated that 97.67% of incoming
calls were answered in less than 2 mins; air traffic
in 2011 faced multiple delays due to HCAA/
ADEDY 24hrs strikes, as well as HCAA unofficial
’work-to-rule’ actions in June, September &
October respectively. The information provision
load at the information desks amounted to 132
queries per hour (including roaming agents)
- the busiest month during the peak summer
period was July with 196 queries per hour.
