Evaluation of the operational quality of the parking lots of five international airports

ANA Aeroportos, as the managing entity of Portuguese airports, grants the concession for the operation of airport car parking lots to third parties who take over the management of these infrastructures. In its mission of continuous improvement, ANA Aeroportos periodically evaluates the operational quality of the services provided to customers by the concessionaire of the car parking lots of the airports of Lisbon, Porto, Faro, Madeira and Ponta Delgada.

This project was designed by the Non-Aviation Commercial Department of ANA Aeroportos and VTM was the service provider selected to develop it. The study takes place over several years, with two waves of fieldwork per year (one in the IATA Winter and another one in the IATA Summer) through which data is collected regarding the performance of several services provided to customers in car parking lots.

The indicators evaluated focus mainly on the waiting times of the following services: payment at automatic payment machines, payment at payment desks, complaints, shuttle service between car parking lots and call centre services. In addition, the project also involves a qualitative component, in which the quality of the call centre service is evaluated through the performance of Mystery Client actions.

In the development of this project, VTM is in charge of the following activities: carrying out fieldwork; preparation and format of the collected data; data processing and analysis; preparation of analysis reports.