Quality performance monitoring at five international airports

This project and all its methodologic approach was designed by VTM while assisting ANA Aeroportos implementing a Service Level Agreement (SLA) System that would adress some compliance matters of the concession contract.

The main goal of the study was to assess performance of the different passenger processing services, such as:

• Check-in
• Security Control
• Border Control
• Customs
• Boarding
• Baggage collection.

The project focused mainly on the average waiting times for passengers and the processing times observed in each of these processes. However, some complementary measurements were also carried out, such as the occupancy time of the boarding gates or the average time before passengers arrive at the boarding gates.

VTM dedicated more than 15 years to developing its methodology, coordinating fieldwork and producing analyses, databases and reporting results on a monthly basis, for five Portuguese international airports.