Client: AENA
Analysis and monitoring of service levels (2008-present)
According to Regulation (EC) 1107/2006 of the European Parliament, since July 2008 all European airports have been required to provide a free service for passengers with reduced mobility or with any form of disability (PMR), in order to guarantee the right of all persons to enjoy air transport between any points within Europe or with a European company, regardless of their level of disability.
Given the social and economic importance of this service for airport operators, it is necessary to carry out comprehensive controls and monitoring of assistance services for PRM, helping to continuously improve the service and ensuring that the stipulated quality standards are met.
AERTEC has implemented projects of this type at AENA airports, carrying out a wide range of control and monitoring tasks, including:
- On-site control and monitoring of services for PRM
- Monitoring reports on assistance services for PRM
- Calculating the service provider’s quality compliance rates
- Management of incidents and delays attributed to PRM assistance services
- Drafting of non-compliance reports
- Drafting of penalties in the event of serious breaches by the service provider
- Preparation of reports and statistics on assistance services for PRM aimed at airlines
- Auditing of the data recorded by the provider
- Auditing of the condition and usage of equipment involved in the provision of the service
- Auditing of the training of assistance personnel
- Auditing of the service provision procedure
- Document control audits
- Photographic and video reports on assistance services for PRM
We have completed the following key projects for AENA:
- El Prat-Barcelona Airport · Control and monitoring of assistance services for PRM (2008-2012 / 2016-present)
- Palma de Mallorca Airport · Control and monitoring of assistance services for PRM (2010-2020)
- Adolfo Suárez Madrid-Barajas Airport · Monitoring the quality of the PRM service (2010)
- Adolfo Suárez Madrid-Barajas, Barcelona-El Prat, Palma de Mallorca, Malaga, Alicante, Gran Canaria, Tenerife South and Almería airports · Control and monitoring of assistance services for PRM (2009)
- Bilbao Airport · Specific analysis of PRM services (2009)