Page 69 - Ath Airport Profile
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PASSENGER AND FLIGHT STATISTICS Passenger volumes presented in the “Adding Tourists” chapter
The origin and destination of a flight is defined according to correspond to passenger arrivals for foreign residents and
the first origin/last destination of the flight. passenger departures for Greek residents.
A passenger’s origin/destination is defined according to the OUR GRADE REPORT
point of embarkation/disembarkation. Service Performance relates to:
Classification into Intra/Extra-Schengen for passengers and • Capturing the passengers’/visitors’ perception of the level of
flights is designated according to the flight’s last origin/first stop. services offered (passenger comment management process);
The geographical regions are defined according to the ACI • Measuring actual performance in critical areas (service
classification. performance indicators).
Transit Passengers are defined as passengers arriving to and Service Performance indicators reflect the areas of service and
departing from the airport with the same flight number, without facilities that affect the perception of a passenger on the level
leaving the transit area of the airport (direct transit). of the service offered within the airport premises.
Terminal Passengers are arriving and departing passengers, Thus, quantifiable indicators have been established and are
transit passengers excluded. being monitored, in line with the Corporate Quality program
of AIA for a number of services offered to passengers either
All traffic statistical data are measured on UTC and Land/Airborne by the Airport Company of by 3rd party airport users (airlines/
times. handlers). These indicators enable us to accurately monitor the
level of service provided while supporting benchmarking and
Traffic data for the peripheral Greek airports are based on the performance enhancement activities. Efficient measurement of
preliminary traffic results dispatched by the Hellenic Civil Aviation AIA and non-AIA passenger-oriented services is achieved through
Authority (HCAA). The total number of Greece’s domestic flights effective cross-departmental cooperation.
and passengers are double-counted (included in both the airport
of origin and the airport of destination). Check-in, Ticketing and Security Queues
Measurement of queuing time refers to the time which elapses
Traffic statistics on worldwide and European airports are ACI from the moment a passenger stands in line until they reach the
preliminary traffic results, based on the submissions of over 900 service point. Measurements are taken 7 days a week between
airports, representing 93% of global traffic. Charts 11.4 and 11.5 06:00 and 22:00 hours.
are based on ACI’s rapid data exchange program.
Baggage Reclaim
EXERCISES IN PUNCTUALITY The measurement of the time between aircraft on-blocks
ATH has joined the European Airports’ Punctuality Network until first bag delivery (Obl-Fb) and between first-bag delivery
(EAPN), whose members have agreed to report punctuality for until last-bag delivery (Fb-Lb) is a standard method among
passenger and cargo services. For this reason, the previous year’s international airports for assessing baggage reclaim performance,
published ATH punctuality figures may differ from this report and approximates the level of service provided.
since previously we used to report punctuality for passenger
services only. The EAPN, among other, is trying to harmonize Info Desk
the way airports report punctuality so that the published airport Although the info desk queries indicator is not a direct measure
punctuality figures can be comparable. of service performance, it shows the effect of passenger traffic
on the information counters.
A flight is characterized as Delayed if it departs/arrives (off-/
on - blocks) 16 or more minutes after the scheduled time of Call Centre
departure/arrival. Call centre statistics are produced from the reporting function
of the switchboard system. The data are taken in 10-second
Average Delay is calculated in minutes and amongst delayed increments, and a 2-minute threshold is used to assess the trend
flights. of service performance.
Delay reasons are classified according to IATA Delay Codes, as Passenger Complaints
declared by the airlines and/or handling agents. It should be Refers to complaints relevant to the service categories with
noted that statistics presented in this report should be treated significant operational impact. All complaints are expressed
with caution due to the limited number of delayed flights for as a percentage of all the complaint items received. Athens
which a delay reason is declared. International Airport, in compliance with article 10 of the ACI-
Europe Airport Voluntary Commitment, has established an
JOINING THE PASSENGER DOTS - ADDING TOURISTS integrated Passenger Complaint Management system.
Passenger profile and tourism development data derive from
AIA’s “Passengers Survey”. This survey is being conducted Airport Services Questionnaire - Rating
at Athens International Airport for the eleven consecutive AIA’s passenger comments brochure entitled “Your Opinion Counts”
years, aiming to investigate the demographic and travelling features a questionnaire section for the evaluation of airport services
profile of Athens Airport passengers, and depict changes and facilities. This section includes 18 general service categories,
over the years. The annual survey sample amounts to 40,000 which passengers can rate on a 1-to-5 scale (5 being excellent).
interviews conducted with departing passengers, while the In 2011, a total of 969 passengers answered this questionnaire.
data collection takes place at the departures gates of the
airport on a daily basis. * All figures presented in this report refer to 2011 unless
otherwise stated.
PASSENGER AND FLIGHT STATISTICS Passenger volumes presented in the “Adding Tourists” chapter
The origin and destination of a flight is defined according to correspond to passenger arrivals for foreign residents and
the first origin/last destination of the flight. passenger departures for Greek residents.
A passenger’s origin/destination is defined according to the OUR GRADE REPORT
point of embarkation/disembarkation. Service Performance relates to:
Classification into Intra/Extra-Schengen for passengers and • Capturing the passengers’/visitors’ perception of the level of
flights is designated according to the flight’s last origin/first stop. services offered (passenger comment management process);
The geographical regions are defined according to the ACI • Measuring actual performance in critical areas (service
classification. performance indicators).
Transit Passengers are defined as passengers arriving to and Service Performance indicators reflect the areas of service and
departing from the airport with the same flight number, without facilities that affect the perception of a passenger on the level
leaving the transit area of the airport (direct transit). of the service offered within the airport premises.
Terminal Passengers are arriving and departing passengers, Thus, quantifiable indicators have been established and are
transit passengers excluded. being monitored, in line with the Corporate Quality program
of AIA for a number of services offered to passengers either
All traffic statistical data are measured on UTC and Land/Airborne by the Airport Company of by 3rd party airport users (airlines/
times. handlers). These indicators enable us to accurately monitor the
level of service provided while supporting benchmarking and
Traffic data for the peripheral Greek airports are based on the performance enhancement activities. Efficient measurement of
preliminary traffic results dispatched by the Hellenic Civil Aviation AIA and non-AIA passenger-oriented services is achieved through
Authority (HCAA). The total number of Greece’s domestic flights effective cross-departmental cooperation.
and passengers are double-counted (included in both the airport
of origin and the airport of destination). Check-in, Ticketing and Security Queues
Measurement of queuing time refers to the time which elapses
Traffic statistics on worldwide and European airports are ACI from the moment a passenger stands in line until they reach the
preliminary traffic results, based on the submissions of over 900 service point. Measurements are taken 7 days a week between
airports, representing 93% of global traffic. Charts 11.4 and 11.5 06:00 and 22:00 hours.
are based on ACI’s rapid data exchange program.
Baggage Reclaim
EXERCISES IN PUNCTUALITY The measurement of the time between aircraft on-blocks
ATH has joined the European Airports’ Punctuality Network until first bag delivery (Obl-Fb) and between first-bag delivery
(EAPN), whose members have agreed to report punctuality for until last-bag delivery (Fb-Lb) is a standard method among
passenger and cargo services. For this reason, the previous year’s international airports for assessing baggage reclaim performance,
published ATH punctuality figures may differ from this report and approximates the level of service provided.
since previously we used to report punctuality for passenger
services only. The EAPN, among other, is trying to harmonize Info Desk
the way airports report punctuality so that the published airport Although the info desk queries indicator is not a direct measure
punctuality figures can be comparable. of service performance, it shows the effect of passenger traffic
on the information counters.
A flight is characterized as Delayed if it departs/arrives (off-/
on - blocks) 16 or more minutes after the scheduled time of Call Centre
departure/arrival. Call centre statistics are produced from the reporting function
of the switchboard system. The data are taken in 10-second
Average Delay is calculated in minutes and amongst delayed increments, and a 2-minute threshold is used to assess the trend
flights. of service performance.
Delay reasons are classified according to IATA Delay Codes, as Passenger Complaints
declared by the airlines and/or handling agents. It should be Refers to complaints relevant to the service categories with
noted that statistics presented in this report should be treated significant operational impact. All complaints are expressed
with caution due to the limited number of delayed flights for as a percentage of all the complaint items received. Athens
which a delay reason is declared. International Airport, in compliance with article 10 of the ACI-
Europe Airport Voluntary Commitment, has established an
JOINING THE PASSENGER DOTS - ADDING TOURISTS integrated Passenger Complaint Management system.
Passenger profile and tourism development data derive from
AIA’s “Passengers Survey”. This survey is being conducted Airport Services Questionnaire - Rating
at Athens International Airport for the eleven consecutive AIA’s passenger comments brochure entitled “Your Opinion Counts”
years, aiming to investigate the demographic and travelling features a questionnaire section for the evaluation of airport services
profile of Athens Airport passengers, and depict changes and facilities. This section includes 18 general service categories,
over the years. The annual survey sample amounts to 40,000 which passengers can rate on a 1-to-5 scale (5 being excellent).
interviews conducted with departing passengers, while the In 2011, a total of 969 passengers answered this questionnaire.
data collection takes place at the departures gates of the
airport on a daily basis. * All figures presented in this report refer to 2011 unless
otherwise stated.
