Evaluación de la calidad de las concesiones comerciales (España)

Client: AENA

Analysis and monitoring of service levels (2010-present)

The commercial side of airports is becoming increasingly important; in some cases, they even generate more revenue than aviation. For this reason, in recent years airport managers have focused their strategies on strengthening and improving their commercial areas, with the aim of increasing airport revenues.

A wide range of business lines are present at airports, and controls and studies are performed in all of them. Depending on the airport, they can include shops, restaurants, lottery retailers, tobacconists and pharmacies, duty-free shops, travel agencies, car parks, bureaux de change, VAT refunds, service stations, vending machines, FBOs, advertising, rent-a-car and lounges, among other things.

AERTEC has implemented projects of this type at several airports in the AENA network, carrying out a wide range of control and monitoring tasks, including:

Onsite quality controls of the premises, identifying weaknesses or problems related to the infrastructure, furniture and cleanliness
Mystery shopper surveys on customer services, sales procedures and product quality
Product price checks and comparison with the prices approved in the tender documents or with prices in similar stores in the city centre
Checking of approved items, verification of products on sale as authorised in each establishment
Checking of tenant documentation: requesting and reviewing insurance policies, proof of expenditure, complaint forms and contracts
Readings from luggage wrapping machines and vending machines
Customer satisfaction surveys in VIP lounges
Checking that premises are open at set hours
Location checks of premises and facilities
Cash register checks with inventory and POS cash counts
Spread checks in bureaux de change
Monitoring of car parks and shuttle times
Checking advertising panels and temporary campaigns