Page 73 - Aerostat Handbook 2015
P. 73
Aerostat Handbook 2015
Passenger And Flight Statistics minutes and amongst delayed flights. is achieved through effective cross-
The origin and destination of a flight is Delay reasons are classified departmental cooperation.
defined according to the first origin/last
destination of the flight. according to IATA Delay Codes, as Check-in, Ticketing
declared by the airlines and/or handling and Security Queues
A passenger’s origin/destination agents. It should be noted that statistics Measurement of queuing time refers
is defined according to the point of presented in this report should be to the time elapsing from the moment a
embarkation/disembarkation. treated with caution due to the limited passenger stands in line until they reach
number of delayed flights for which a the service point. Measurements are
The classification into Intra/Extra- delay reason is declared. taken 7 days a week between 06:00 and
Schengen for passengers and flights is 22:00 hours.
designated according to the flight’s last Joining The Passenger Dots -
origin/first stop. Adding Tourists Baggage Reclaim
Passenger profile and tourism The measurement of the time between
The geographical regions are development data derive from AIA’s aircraft on-blocks until first bag delivery
defined according to the ACI “Passengers Survey”. This survey has (Obl-Fb) and between first-bag delivery
classification. been conducted at Athens International until last-bag delivery (Fb-Lb) is a
Airport since the airport’s opening, standard method among international
Transit Passengers are defined as aiming to investigate the demographic airports for assessing baggage reclaim
passengers arriving to and departing and travelling profile of Athens performance, and approximates the level
from the airport with the same flight passengers, and depict changes over of service provided.
number, without leaving the transit the years. The annual sample of the
area of the airport (direct transit). survey amounts to 40,000 interviews Info Desk
conducted with departing passengers, Although the info desk queries indicator
Terminal Passengers are arriving while the data collection takes place at is not a direct measure of service
and departing passengers, transit the departures gates of the airport on a performance, it shows the effect of
passengers excluded. daily basis. passenger traffic on the information
counters.
All traffic statistical data are Passenger volumes presented to the
measured on UTC and Land/Airborne “Adding Tourists” chapter correspond Call Centre
times. to passenger arrivals for foreign Call centre statistics are being produced
residents and passenger departures for by the reporting function of the
Traffic data for the peripheral Greek Greek residents. switchboard system. The data are taken
airports are based on the preliminary in 10-second increments, and a 2-minute
traffic results dispatched by the Hellenic Our Grade Report threshold is being used to assess the trend
Civil Aviation Authority (HCAA). The Service Performance relates to: of service performance.
total number of Greece’s domestic flights Capturing the passengers’/visitors’
and passengers are double-counted perception regarding the level of Passenger Complaints
(included in both the airport of origin services offered (passenger comment Refers to complaints relevant to those
and the airport of destination). management process); service categories with significant
operational impact. All complaints
Traffic statistics on worldwide and Measuring actual performance on are expressed as a percentage of all
European airports are ACI preliminary critical areas (service performance the complaint items received. Athens
traffic results, based on the submissions indicators). International Airport, in compliance with
of over 1,000 airports around the globe. article 10 of the ACI-Europe Airport
Charts 11.4 and 11.5 are based on Service Performance indicators Voluntary Commitment, has established
ACI’s rapid data exchange programme. reflect those areas of service and an integrated Passenger Complaint
facilities that affect the perception of Management system.
Exercises in punctuality a passenger for the level of the service
ATH has joined the European Airport’s offered within the airport premises. Airport Services Questionnaire -
Punctuality Network (EAPN), Rating
members of which have agreed to Thus, for a number of services AIA’s passenger comments brochure
report punctuality for passenger offered to passengers either by the entitled “Your Opinion Counts” features
and cargo services. For this reason Airport Company or by 3rd party a questionnaire section for the evaluation
the previous year’s published ATH airport users (airlines/handlers), of airport services and facilities. This
punctuality figures may differ from quantifiable indicators have been section includes 18 general service
this report since previously we used established and are being monitored, categories, which the passengers rate on
to report punctuality for passenger in line with the Corporate Quality a 1-to-5 scale (5 being excellent). In 2015,
services only. EAPN among other programme of AIA. These indicators 734 passengers in total answered this
works is trying to harmonize the way enable us to accurately monitor questionnaire.
airports report punctuality so that the the level of service provided while
published airport punctuality figures supporting benchmarking and
can be comparable. performance enhancement activities.
Efficient measurement of AIA and
A flight is characterised as Delayed non-AIA passenger-oriented services
if it departs/arrives (off-/on- blocks) 16
or more minutes after the scheduled
time of departure/arrival.
Average Delay is calculated in
* All figures presented in this report refer to year 2015 unless otherwise stated.
aia.gr | 73
Passenger And Flight Statistics minutes and amongst delayed flights. is achieved through effective cross-
The origin and destination of a flight is Delay reasons are classified departmental cooperation.
defined according to the first origin/last
destination of the flight. according to IATA Delay Codes, as Check-in, Ticketing
declared by the airlines and/or handling and Security Queues
A passenger’s origin/destination agents. It should be noted that statistics Measurement of queuing time refers
is defined according to the point of presented in this report should be to the time elapsing from the moment a
embarkation/disembarkation. treated with caution due to the limited passenger stands in line until they reach
number of delayed flights for which a the service point. Measurements are
The classification into Intra/Extra- delay reason is declared. taken 7 days a week between 06:00 and
Schengen for passengers and flights is 22:00 hours.
designated according to the flight’s last Joining The Passenger Dots -
origin/first stop. Adding Tourists Baggage Reclaim
Passenger profile and tourism The measurement of the time between
The geographical regions are development data derive from AIA’s aircraft on-blocks until first bag delivery
defined according to the ACI “Passengers Survey”. This survey has (Obl-Fb) and between first-bag delivery
classification. been conducted at Athens International until last-bag delivery (Fb-Lb) is a
Airport since the airport’s opening, standard method among international
Transit Passengers are defined as aiming to investigate the demographic airports for assessing baggage reclaim
passengers arriving to and departing and travelling profile of Athens performance, and approximates the level
from the airport with the same flight passengers, and depict changes over of service provided.
number, without leaving the transit the years. The annual sample of the
area of the airport (direct transit). survey amounts to 40,000 interviews Info Desk
conducted with departing passengers, Although the info desk queries indicator
Terminal Passengers are arriving while the data collection takes place at is not a direct measure of service
and departing passengers, transit the departures gates of the airport on a performance, it shows the effect of
passengers excluded. daily basis. passenger traffic on the information
counters.
All traffic statistical data are Passenger volumes presented to the
measured on UTC and Land/Airborne “Adding Tourists” chapter correspond Call Centre
times. to passenger arrivals for foreign Call centre statistics are being produced
residents and passenger departures for by the reporting function of the
Traffic data for the peripheral Greek Greek residents. switchboard system. The data are taken
airports are based on the preliminary in 10-second increments, and a 2-minute
traffic results dispatched by the Hellenic Our Grade Report threshold is being used to assess the trend
Civil Aviation Authority (HCAA). The Service Performance relates to: of service performance.
total number of Greece’s domestic flights Capturing the passengers’/visitors’
and passengers are double-counted perception regarding the level of Passenger Complaints
(included in both the airport of origin services offered (passenger comment Refers to complaints relevant to those
and the airport of destination). management process); service categories with significant
operational impact. All complaints
Traffic statistics on worldwide and Measuring actual performance on are expressed as a percentage of all
European airports are ACI preliminary critical areas (service performance the complaint items received. Athens
traffic results, based on the submissions indicators). International Airport, in compliance with
of over 1,000 airports around the globe. article 10 of the ACI-Europe Airport
Charts 11.4 and 11.5 are based on Service Performance indicators Voluntary Commitment, has established
ACI’s rapid data exchange programme. reflect those areas of service and an integrated Passenger Complaint
facilities that affect the perception of Management system.
Exercises in punctuality a passenger for the level of the service
ATH has joined the European Airport’s offered within the airport premises. Airport Services Questionnaire -
Punctuality Network (EAPN), Rating
members of which have agreed to Thus, for a number of services AIA’s passenger comments brochure
report punctuality for passenger offered to passengers either by the entitled “Your Opinion Counts” features
and cargo services. For this reason Airport Company or by 3rd party a questionnaire section for the evaluation
the previous year’s published ATH airport users (airlines/handlers), of airport services and facilities. This
punctuality figures may differ from quantifiable indicators have been section includes 18 general service
this report since previously we used established and are being monitored, categories, which the passengers rate on
to report punctuality for passenger in line with the Corporate Quality a 1-to-5 scale (5 being excellent). In 2015,
services only. EAPN among other programme of AIA. These indicators 734 passengers in total answered this
works is trying to harmonize the way enable us to accurately monitor questionnaire.
airports report punctuality so that the the level of service provided while
published airport punctuality figures supporting benchmarking and
can be comparable. performance enhancement activities.
Efficient measurement of AIA and
A flight is characterised as Delayed non-AIA passenger-oriented services
if it departs/arrives (off-/on- blocks) 16
or more minutes after the scheduled
time of departure/arrival.
Average Delay is calculated in
* All figures presented in this report refer to year 2015 unless otherwise stated.
aia.gr | 73
