Evaluation of the satisfaction on the PRM Assistance service at Lisbon Airport


In its mission to continuously improve the services provided to passengers and in response to the agreement with airlines under the Airport Service Quality Regimen (RQSA), ANA Aeroportos periodically evaluates the level of satisfaction with the MyWay service in the five main Portuguese airports, and tries as well to identify constraints and opportunities for improvement.

The MyWay service is the one provided to Passengers with Reduced Mobility (PRM) while on their journey throughout the Portuguese airports, which is a requirement by European legislation. The evaluation of the available offer in relation to the needs of PRMs allows the Aviation Commercial Department of ANA Aeroportos to optimize not only the infrastructure of the different national airports but also the resources allocated to the service. Hence, in order to assess the quality perceived by PRMs, ANA Aeroportos surveys the MyWay service users regarding three main components: equipment, staff and assistance in the process.

VTM knows very well the MyWay service and the reality of the Portuguese airports and was responsible for the pioneering development of this MyWay service quality assessment study in the Lisbon Airport, which involved carrying out two waves of surveying campaigns, data analysis, preparation of databases and presentation of results.





ANA Aeroportos de Portugal


Airports and aviation


Customer satisfaction