Operations

Advanced solutions for efficient, safe, and passenger-centred airport operations.

Planning and management based on knowledge and experience

AERTEC supports airports in the comprehensive improvement of their operations, addressing all critical areas of the airport environment in a coordinated manner. From passenger services, commercial activity and concession management to operational safety, airport security, handling agent control and technical supervision of critical systems, AERTEC provides a comprehensive and specialised vision.

Our approach combines field presence, advanced data analysis, technological tools and in-depth regulatory knowledge (DORA, AESA, international standards) to ensure efficient, safe operations focused on service excellence.

AERTEC is the strategic partner that drives operational efficiency, passenger-perceived quality and comprehensive safety throughout the airport ecosystem.

Our services in airport operations

Optimisation of passenger experience and service quality

We carry out exhaustive monitoring of the processes that affect the passenger experience, ensuring high levels of quality and smooth operation.

Our services include:

Supervision of airport cleaning services.
Management and availability of luggage trolleys.
Optimisation of passenger information service.
Support in passport control and flow management.
Operational audits and mobility studies.

Quality control and passenger experience

Checking response times to incidents and complaints.
Mystery Shopper studies
Quality surveys and passenger perception analysis.
Programmes to improve the passenger experience.
Audit of the internal transport service.
Studies on the electrification of employee fleets.
Update of taxi queue management procedures.

Quality control and operational efficiency in ground handling

We offer comprehensive supervision of airport agents —handling, fuel and other ramp services— ensuring compliance with service levels, contractual conditions and applicable regulations. Our approach combines field control, advanced data analysis and operational coordination to ensure efficiency, safety and quality in daily operations.

Featured services

Collection, exploitation and analysis of operational data, including information from corporate applications and other official sources.
Analysis and monitoring of KPIs set out in specifications, DORA (including TEPP-02) and A-TWR and A-CDM operational standards.
Monitoring performance in baggage delivery, delay codes, and fuel service.
Monitoring of contractual and operational breaches, proposal and implementation of corrective measures, and evaluation of agents' action plans.
Verification of APU usage and compliance with operating procedures that impact efficiency and sustainability.
Compliance monitoring in Operational Safety, Airport Security, Environment and Occupational Risk Prevention.
Review and technical advice on contractual documentation, including monitoring of economic conditions and invoicing control.
Promotion of operational coordination between agents, airlines and airport management.

Reports and continuous improvement

Preparation of reports and dashboards on operational performance, quality levels and detected deviations.
Issuing specific reports in the event of relevant incidents or impacts on the service.
Identification of trends and opportunities for improvement based on data, aimed at optimising operational efficiency and passenger experience.

Assistance for People with Reduced Mobility

We carry out specialised monitoring to guarantee accessibility and European standards, ensuring that the PRM service is provided efficiently, sensitively and in full compliance with regulations.

Operational monitoring

Control of waiting times and accompaniment.
Review of incidents, complaints and perceived quality.
Review and control of material resources.
Evaluation of cleanliness, maintenance and passenger perception.

Data and indicator analysis

Monitoring of the SPAX-06 (Airport Regulation Document) indicator.
Validation and analysis of recorded data.
Dashboards and periodic reporting.
Flow studies and economic studies of the service.

Compliance and certification

Control of PRM provider certification.
Verification of compliance with Operational Safety requirements.

Advanced airport operations management

Airfield supervision

Obstacle review and validation of new conditions.
Continuous monitoring of the airfield and its associated surfaces.

Control of external suppliers and Operational Safety Studies

Drafting and supervision of the Operational Safety Monitoring Plan.
Identification and monitoring of non-conformities.
Assessment of the impact on safety of new activities and contracts.

Risk management and technical support

Review of the risk management system.
Change management support, from planning to commissioning.
Advice on accidents and incidents and mitigation measures.
Updating of the airport manual and drafting of procedures.
Aeronautical studies in accordance with AESA guidelines and instructions.

Training and awareness

AVSEC training in accordance with current regulations on airport security.
Training in the National Security Programme (PNS) and associated requirements.
AVSAF training in its various forms: pedestrian, driver, CAM and COF
Operational Safety Training, including TASA (Aviation Safety Technician) programmes.
Training of trainers: techniques and strategies for effective teaching in an airport environment.
Local familiarisation sessions in accordance with NSP04 (EXA 38).
Airport procedures training defined in RGS-02.
Safety awareness and culture
Development of awareness campaigns on Operational Safety and Security.
Organisation of specific information sessions aimed at operational groups.
Preparation of informative material and teaching aids adapted to the airport environment.

Simulations with AVIPLAN

Simulation of aircraft movements.
Analysis of operational limitations and infrastructure optimisation.

Self-protection

Review and update of self-protection plans.
Coordination and implementation of drills.
Regulatory compliance reports.

Boosting airport commercial performance

We help maximise the profitability and quality of airport commercial activity.

Operational monitoring

On-site assessment of premises, infrastructure and service quality.
Documentary review of tenants: insurance, investments, claims.
Supervision of retail and catering business activity.

Advertising, vending and campaigns

Control of advertising panels and temporary campaigns.
Supervision of vending machines and service quality.

VIP lounges

Quality control and customer experience.
Satisfaction surveys and claims analysis.
Revenue monitoring and dashboards.
Control of preventive and corrective maintenance.

Property management

Supervision of premises and billing of utilities, property tax or rent.
Coordination of works in commercial areas.

Parking and car hire

Operational audit of car parks.
Control of equipment, operational elements and shuttle buses.

Strategic analysis

Mystery shopper studies and development of dashboards.
Commercial databases and trend analysis.

Specialised supervision and regulatory compliance

We guarantee continuous improvement in airport security through supervision, technical analysis and regulatory compliance monitoring.

Quality control

Monitoring of quality, improvement and other requirements set out in the safety files.
Daily tests relating to private security services.
Analysis of compliance with the national civil aviation security programme and other applicable regulations.
Checking and improving security systems at airports.
Methods for dealing with acts of unlawful interference, through the identification of needs and/or proposals for improvement.
Monitoring of indicators and calculations of items that make up the certification of the private security service

Security facilities and systems

Security access maintenance management
Monitoring and control of security supplies
Fine-tuning the operation of airport security computer systems
Preparation and maintenance of the airport closure and access control plan.
Management of security video recordings.
Control and monitoring of airport security, carrying out inspections of both internal and external security facilities.
Control and monitoring of the airport perimeter in relation to its degree of compliance or incidents in relation to the Airport Security Programme.

Technical advice

Reports, studies and monitoring related to airport security processes.
Preparation, updating and maintenance of the files and graphic documentation associated with the PSA.
List of technical studies, reports and plans relating to safety processes.