Airlines
Service Quality
The Quality of Service is a main focus of ANA's performance, and every day we work to improve your experience at our airports.
To achieve this goal, we assess the level of passenger satisfaction according to Airport Council International (ACI) Airport Service Quality Survey (ASQsurvey) program, which gathers the participation of 317 airports worldwide, 109 of which are European, with more than 500,000 passengers being surveyed every year, of which about 9,000 at ANA.
ANA also monitors the performance of the various airport processes in order to sustain improvement actions: waiting times in security and passport control processes, waiting time for baggage availability upon arrival, availability of airport infrastructures (runway, stands, equipment to support mobility, among others).
Below you can check the performance of ANA Airports in the various parameters.
NOTE: Exceptionally, and due to constraints associated with Covid-19, with repercussions on the normal operation of airports, no surveys of passengers' satisfaction were carried out under the Airport Service Quality Program (ASQ) of the Airports Council International (ACI). Therefore, results are not available for the months of April, May and the 2nd quarter of 2020. Surveys will resume as soon as operations at the airports are normalized.
For more information please send an email to: aviationmarketing@ana.pt
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Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2018
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Scheme (“RQSA”), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2018, there were 19 non-compliances of indicators subject to penalties, including five for baggage availability upon arrival/first baggage at the Porto and Faro Airports; six for baggage availability upon arrival/last baggage at the Lisbon Airport; and eight for hand baggage and passenger security control at the Lisbon and Madeira Airports, as shown below:
• Availability of first baggage: Porto Airport (2Q18; 3Q18) and Faro Airport (2Q18; 3Q18, 4Q18);
• Availability of last baggage: Lisbon Airport (2Q18, peak and non-peak; 3Q18, peak and non-peak; 4Q18, peak and non-peak);
• Hand baggage and passenger security control: Lisbon Airport (1Q18, peak and non-peak; 2Q18, peak and non-peak; 3Q18, peak and non-peak; 4Q18, non-peak) and Madeira Airport (1Q18).
Despite the above non-compliances, it should be emphasized that they have been limited to a small group of service quality indicators, occurring at a time when major work is being done at the airports (particularly Lisbon and Faro), ultimately impacting normal operations. This is coupled with the significant rise in commercial passenger traffic in 2018 at the ANA network’s airports subject to the Concession Contract (+8.9% in LIS, +10.7% in OPO and +3.0% in PDL compared to 2017) which, as a result, has also increased the scale and pressure of infrastructure and service quality requests.
Note that indicators related to baggage availability upon arrival, which occur in the majority of non-compliances, result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved.
In any event, ANA will continue to make efforts towards greater involvement and awareness among handlers, seeking ways to optimize the process and achieve adequate service levels, by meeting with them regularly.
In addition, licenses to access the ground handling agent market have been updated in an attempt to hold agents accountable for poor performance in this area, whenever there are no proven infrastructure constraints, attributable to ANA, which are compromising performance.
At the Lisbon airport, in particular, handlers have had difficulties in obtaining human resource allocations suited to the operation’s volume. Furthermore, because of the delay in opening the A2-Q2 (Alfa 2-Quebec 2) crossing, travel times between the aircraft and the Baggage Claim Terminal couldn’t be optimized before 07 August 2019, especially for long-distance flights.
With regard to the “first baggage delivery time” indicator at the Porto Airport, various situations were found of allocating baggage carousels to baggage unloading in the industrial zone which were not yet released, thereby forcing handling agents to wait for baggage to be placed. Configurations in the GO system have been fixed, so that the performance of this indicator is expected to improve.
With regard to hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing, as borne out by the results achieved for this indicator throughout 2019.
ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.
After confirming ANAC’s 2018 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport and in each quarter in which the penalties occurred.
The following procedures will be used to reimburse airlines for these amounts:
• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Much like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
Please consult the published list of clients for of Lisbon, Porto, Faro and Madeira airports:
Airlines with amounts to receive 2018 - Lisbon Airport
Airlines with amounts to receive 2018 - Porto Airport
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Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2017
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Scheme (“RQSA”), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2017, there were 17 non-compliances of indicators subject to penalties, including seven for baggage availability upon arrival/first baggage at the Lisbon, Porto and Faro Airports; five for baggage availability upon arrival/last baggage at the Lisbon and Porto Airports; and five for hand baggage and passenger security control at the Lisbon and Porto Airports, as shown below:
• Availability of first baggage: Lisbon Airport (3Q17), peak and non-peak; Porto Airport (1Q17; 3Q17) and Faro Airport (2Q17; 3Q17; 4Q17);
• Availability of last baggage: Lisbon Airport (2Q17, peak and non-peak; 3Q17, peak and non-peak) and Porto Airport (1Q17);
• Hand baggage and passenger security control: Lisbon Airport (1Q17, non-peak; 2Q17, non-peak; 3Q17, non-peak; 4Q17, non-peak) and Porto Airport (3Q17).
Despite the above non-compliances, it should be emphasized that they have been limited to a small group of service quality indicators, occurring at a time when major work is being done at the airports (particularly Lisbon and Faro), ultimately impacting normal operations. This is coupled with the significant rise in passenger traffic in 2017 at the ANA network’s airports subject to the Concession Contract (+11.5% at LIS, +10.2% at OPO, +12.0% at FAO, +22.1% at PDL and +4.1% at FNC compared to 2016) which, as a result, has also increased the scale and pressure of infrastructure and service quality requests.
Note that indicators related to baggage availability upon arrival, which occur in the majority of non-compliances, result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved. For this reason, ANA has worked proactively with these agents to improve passenger service quality, and has notified the airlines and regulatory authority (ANAC) of these initiatives.
Concerning hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing.
ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.
After confirming ANAC’s 2017 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport and in each quarter in which the penalties occurred.
The following procedures will be used to reimburse airlines for these amounts:
• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Much like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
Please consult the published list of clients for of Lisbon, Porto and Faro airports:
Airlines with amounts to receive 2017 - Lisbon Airport Airlines with amounts to receive 2017 - Porto Airport Airlines with amounts to receive 2017 - Faro Airport -
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2016
In the context of what is foreseen in Annex 7 of the Concession Agreement, pertaining to the Airport Service Quality Regime “ASQR”, ANA is subject to financial penalties in case of non-compliance with the established minimum service levels, pertaining to the infrastructure availability and passenger satisfaction indicators.
During 2016, fourteen non-compliances occurred on indicators subject to to financial penalties, ten of them related to the Arrivals Baggage Delivery Process – 1st Bag, at Lisbon, Porto, Faro and Ponta Delgada Airports, one related to the Arrivals Baggage Delivery Process – Last Bag, at Ponta Delgada Airport and three related to the Passenger and Baggage Security Process, at Lisbon Airport.
Despite the abovementioned non-compliances, ANA wishes to stress that these were isolated in time and that occurred in a context of high passenger and movement growth within the ANA airport network, including the airports under the Concession Agreement’s scope, in 2016 (+14,2% commercial passenger growth compared to 2015 at the network level), which lead to higher levels of demand pressure upon the infrastructure and corresponding quality of service levels.
It should be mentioned that the indicators relating to the Arrivals Baggage Delivery Process which compose the bulk of the non-compliances, result from the performance of processes under the majority responsibility of the Handlers, and ANA has a reduced influence on the achieved service levels. Because of this, ANA has been working with these entities to promote quality of service improvements to passengers.
With regards to the Passenger and Baggage Security Process at Lisbon Airport, ANA is currently preparing investments that will allow for an optimization of the processing of both passengers and hand baggage.
ANA sees airport quality of service, where the ASQR is included, and its adaptation to the needs of the different airline and passenger segments, as a key airport competitiveness factor. Because of that, ANA’s strategy in terms of quality of service will continue to focus on systematically monitoring and analyzing the performance indicators and designing service solutions which are adequate for increasing the value proposition to airlines, passengers and business partners.
Following the validation by ANAC of the methodology for calculating penalties from 2016, ANA has assessed the individual amounts of airline in the proportion of regulated revenues amounts at each airport in each of the quarters, in accordance with Annex 7, Point 10.
In order to operationalize this return, the following procedures will be applied:
• Publication on the ANA website of all clients with funds to be received by the airport;
• The credit notes will be, like the billing process, carried out by each airport, and at that level, per client;
• In the case of clients with a current account, the credit notes will be reduced to the account balance of each client;
• There is the possibility of cash reimbursement in the company's treasury for cash clients;
• After a period of one year from the date of publication of the return, ANA will report to ANAC the clients who do not claim the credit, and the respective amounts;
• A minimum return value of € 100 is foreseen in the case of a bank transfer option. In the case of a bank transfer, the costs of the transfer shall be borne by the beneficiary.
Please consult the published list of clients for of Lisbon, Porto, Faro and Ponta Delgada airports.
Airlines with amounts to receive ASQR 2016 - Lisbon Airport Airlines with amounts to receive ASQR 2016 - Porto Airport Airlines with amounts to receive ASQR 2016 - Faro Airport Airlines with amounts to receive ASQR 2016 - Ponta Delgada Airport -
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2015
In the context of what is foreseen in Annex 7 of the Concession Agreement, pertaining to the Airport Service Quality Regime “ASQR”, ANA is subject to financial penalties in case of non-compliance with the established minimum service levels, pertaining to the infrastructure availability and passenger satisfaction indicators.
In this framework, six non-compliances have occurred in 2015, related to indicators which are subject to financial penalties, all corresponding to the Arrivals Baggage Delivery Process – 1st Bag at Lisbon, Porto and Ponta Delgada airports.
Despite the abovementioned non-compliances, ANA wishes to stress that these were isolated in time and that occurred in a context of high passenger and movement growth within the ANA airport network, including the airports under the Concession Agreement’s scope, in 2015 (+11% commercial passenger growth compared to 2014 at the network level), which lead to higher levels of demand pressure upon the infrastructure and corresponding quality of service levels.
It should be mentioned that the indicators relating to the Arrivals Baggage Delivery Process which compose the bulk of the non-compliances, result from the performance of processes under the majority responsibility of the Handlers, and ANA has a reduced influence on the achieved service levels. Because of this, ANA has been working with these entities to promote quality of service improvements to passengers.
ANA sees airport quality of service, where the ASQR is included, and its adaptation to the needs of the different airline and passenger segments, as a key airport competitiveness factor. Because of that, ANA’s strategy in terms of quality of service will continue to focus on systematically monitoring and analyzing the performance indicators and designing service solutions which are adequate for increasing the value proposition to airlines, passengers and business partners.
Following the validation by ANAC of the methodology for calculating penalties from 2015, ANA has assessed the individual amounts of airline in the proportion of regulated revenues amounts at each airport in each of the quarters, in accordance with Annex 7, Point 10.
In order to operationalize this return, the following procedures will be applied:
• Publication on the ANA website of all clients with funds to be received by the airport;
• The credit notes will be, like the billing process, carried out by each airport, and at that level, per client;
• In the case of clients with a current account, the credit notes will be reduced to the account balance of each client;
• There is the possibility of cash reimbursement in the company's treasury for cash clients;
• After a period of one year from the date of publication of the return, ANA will report to ANAC the clients who do not claim the credit, and the respective amounts;
• A minimum return value of € 100 is foreseen in the case of a bank transfer option. In the case of a bank transfer, the costs of the transfer shall be borne by the beneficiary.
Please consult the published list of clients for of Lisbon, Porto and Ponta Delgada airports:
Lista Apuramento Penalizações RQSA 2015 Aeroporto de Lisboa_EN Lista Apuramento Penalizações RQSA 2015 Aeroporto do Porto_EN Lista Apuramento Penalizações RQSA 2015 Aeroporto de Ponta Delgada_EN
Documents 2020
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Passenger Satisfaction Levels Q1 2020
151.49 KB
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Airport Infrastructure Availability Q1 2020
212.76 KB
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Technical Note ASQR 2020
246.39 KB
Documents 2019
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Passenger Satisfaction Levels Q4 2019
167.59 KB
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Airport Infrastructure Availability Q4 2019
224.79 KB
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Passenger Satisfaction Levels Q3 2019
165.53 KB
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Airport Infrastructure Availability Q3 2019
222.87 KB
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Passenger Satisfaction Levels Q2 2019
164.49 KB
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Airport Infrastructure Availability Q2 2019
222.8 KB
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Passenger Satisfaction Levels Q1 2019
164.99 KB
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Airport Infrastructure Availability Q1 2019
222.68 KB
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Technical Note ASQR 2019
458.05 KB
Documents 2018
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Passenger Satisfaction Levels Q4 2018
166.6 KB
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Airport Infrastructure Availability Q4 2018
224.66 KB
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Passenger Satisfaction Levels Q3 2018
469.84 KB
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Airport Infrastructure Availability Q3 2018
606.31 KB
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Passenger Satisfaction Levels Q2 2018
469.85 KB
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Airport Infrastructure Availability Q2 2018
606.3 KB
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Passenger Satisfaction Levels Q1 2018
238.93 KB
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Airport Infrastructure Availability Q1 2018
375.69 KB
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Technical Note AQSR 2018
246.39 KB
Documents 2017
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Passenger Satisfaction Levels Q4 2017
239.22 KB
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Airport Infrastructure Availability Q4 2017
377.24 KB
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Passenger Satisfaction Levels Q3 2017
238.75 KB
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Airport Infrastructure Availability Q3 2017
376.85 KB
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Passenger Satisfaction Levels Q2 2017
238.96 KB
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Airport Infrastructure Availability Q2 2017
377.1 KB
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Passenger Satisfaction Levels Q1 2017
334.39 KB
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Airport Infrastructure Availability Q1 2017
376.82 KB
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Technical Note AQSR 2017
246.38 KB
Documents 2016
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Passenger Satisfaction Levels Q4 2016
239.78 KB
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Airport Infrastructure Availability Q4 2016
377.65 KB
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Passenger Satisfaction Levels Q3 2016
239.29 KB
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Airport Infrastructure Availability Q3 2016
377.37 KB
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Passenger Satisfaction Levels Q2 2016
240.05 KB
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Airport Infrastructure Availability Q2 2016
377.01 KB
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Passenger Satisfaction Levels Q1 2016
240.03 KB
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Airport Infrastructure Availability Q1 2016
376.4 KB
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Technical Note AQSR
244.1 KB
Documents 2015
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Airport Infrastructure Availability Q4 2015
377.95 KB
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Passenger Satisfaction Levels Q4 2015
242.19 KB
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Passenger Satisfaction Levels Q3 2015
237.45 KB
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Passenger Satisfaction Levels Q2 2015
237.44 KB
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Passenger Satisfaction Levels Q1 2015
237.45 KB
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Airport Infrastructure Availability Q3 2015
374.12 KB
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Airport Infrastructure Availability Q2 2015
374.14 KB
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Airport Infrastructure Availability Q1 2015
372.94 KB
Documents 2014
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Passenger Satisfaction Levels Q4 2014
237.89 KB
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Airport Infrastructure Availability Q4 2014
369.93 KB
