Evaluation of the quality of groundhandling services / Handling (Spain)

Client: AENA

Analysis and monitoring of service levels (2007-present)

The ground handling service is one of the most important areas of airport services, due to its impact on the operation of an airport. A poor service results in airlines and passengers becoming dissatisfied, harming the reputation of the airport.

These contracts have defined SLAs (Service Level Agreements), whereby a company or concession provides a service to the airport under certain conditions that guarantee a minimum standard of quality and performance. There are various types of handling: check-in, boarding, ramp, maintenance, cleaning, catering and fuel.

AERTEC monitors handling activities, keeps tabs on concession quality levels, analyses results, identifies areas for improvement, and proposes improvements to increase the quality of this service.

We perform the following key tasks:

Monitoring of delivery times (first bag/last bag)
Monitoring the use of button panels on baggage conveyor belts
Aircraft scale monitoring
Monitoring of check-in waiting times
Boarding control
Baggage check control
Checks on information point coverage
Ground APU (Air Power Unit) usage control
Fuel control
Monitoring of cleaning, maintenance and catering services
Monitoring of boarding/disembarking process times, baggage handling, passenger movements
Monitoring of revenues
Management of penalty notice letters
Proposals for improvements to processes