AERONAUTICAL INFORMATION SERVICE   

For aeronautical information concerning the Portuguese territory as well as the airspace under Portuguese jurisdiction, please consult the Portuguese Aeronautical Information Services at https://ais.nav.pt. 

The publication and distribution of all aeronautical information to guarantee the safety of air navigation is responsibility of NAV Portugal E.P., on behalf of the Portuguese State.

The website provides free access to the following publications and services provided by NAV Portugal E.P. Aeronautical Information Service, namely:

• Contingency Briefs 
• NOTAM Summaries 
• Subscription (Portuguese Aeronautical Information Publications) 
• AIP (Aeronautical Information Publication and AMDTs) 
• AIP SUP (Supplements to AIP) 
• AIC (Aeronautical Information Circulars) 
• VFR Manual, AMDTs and VFR Manual Supplements 
• Provision of automated Pre-Flight Information Bulletins (PIB) and filing Flight Plans.

Aeroporto Gago Coutinho - Faro
Address: Aeroporto de Faro
8001-701 Faro

Email: faro.airport@ana.pt 

Tel: +351 289 800 800

https://www.faroairport.pt/en/fao/home 

1.2.1 TRAFFIC PERMITS 

Flight operations in Portuguese airspace are subject to national civil aviation legislation. For operational requirements and authorizations, contact AIS – Aeronautical Information Service and ANAC – Portuguese Civil Aviation Authority for Traffic permits. Evidence of traffic rights may be requested for validation. In addition, as a fully coordinated airport, Airlines must secure slots prior to operation from Slot Coordination Portugal.

For more information, please see contacts details outlined below:
 

Before starting commercial operations at Lisbon Airport, all airlines must obtain an official license granting access to the activity (Activity Access License). This authorization ensures compliance with national aviation regulations and operational standards. 

Once the Activity Access License has been issued, airlines must also acquire a Market Access License, issued by the airport itself. This license is essential for integrating into the airport’s commercial environment, including flight scheduling, resource allocation, and terminal usage. Airlines are encouraged to contact airport authorities well in advance to begin the application procedure and receive guidance on meeting all relevant legal and technical criteria.

1.2.2 DOCUMENTATION AND READINESS REQUIREMENTS

After an airline has been granted slots and traffic permits, the following documentation as well as any enquiries related to operations must be sent to faokaxh@ana.pt and to regulacaoeconomica@ana.pt:

CONTACT INFORMATION

• Airline name, address and contact details;
• The names, addresses, telephone number and all other contact details of the operator’s key personnel, as well as an emergency contact for safety, security, operational or financial matters related to the use of facilities and services at the Airport.

 DOCUMENTATION   

• Relevant approvals from ANAC for traffic rights and security compliance; 
• Air Operator Certificate (AOC); 
• Evidence of adequate Emergency Response Plan (ERP) regarding any potential security threats; 
• Current insurance policies certificates for all aircraft to be used at the airport;
• Ground handling arrangements for operating crew, passengers and cargo as well;
• Aircraft details such as registration, serial number, ICAO aircraft operator; ICAO Annex 16 Chapter, aircraft type, MTOW, Number of engines; Seating; Flyover- Aircraft noise values take-off (EPNdB); Aircraft noise values sideline (EPNdB); Aircraft noise values approach (EPNdB);
• Type, registration configuration, MTOW and noise certificate;
• Minimum Turnaround Times (MTT) and boarding schedules, when applicable;
• Provide the carrier’s aircraft recovery plan and information regarding access to the IATP recovery kits (fao.arff.sup@ana.pt).

Additionally, airlines starting operations at Faro Airport must have a credit balance opened with the Billing Department (chapter Billing, Invoices and Payment Conditions).

The airline must promptly notify ANA of any significant changes to the information provided that could affect the application, processing, recovery of charges, or impact Airport operations. Furthermore, upon ANA’s request, the airline must supply updates to any of the aforementioned information.

Subject to confidentiality agreements, airlines may request in writing details concerning:

• Specific Airport Security arrangements that may apply;
• Airport emergency procedures;
• Airport Insurance policies;
• ANA's Facilities and Services at its Airports and specific operational procedures;
• The Airport's catchment area market and/or passenger profile. 

1.2.3 OPERATIONAL READINESS TEST 

Before starting operations, airlines may be requested to participate in an operational readiness test coordinated by Lisbon Airport.

The purpose of this exercise is to validate operational procedures and interfaces, including check-in systems, baggage processing, boarding passes, flight information displays, access control systems, and other relevant airport systems.
 

1.3.1 AIRPORT CARD   

Airline representatives at ANA airports require an Airport Identification Card to access infrastructure and restricted areas. For companies holding a Market Access License (LAM), their legal representative must notify the airport through a signed, authenticated statement stating:
• Complete identification
• Email
• Signature
• VAT number
• Address
• Telephone number of at least one Authorized Signatory to sign all documents regarding access requests to the airport.

A maximum of three Authorized Signatories will be allowed per operator. Upon reception of the complete identification, each of the Signatories will receive a Link and a Password to access the platform. The platform consists of three segments:
• Requisitioner - the user must fill out all the fields and attach an identification document ("Cartão de Cidadão" for Portuguese citizens or passport/ residence card for foreign citizens), an updated picture (< 6 months) and a background check (according to EU REG), which includes a criminal record.
• Access - the user will be asked to fill out a personal survey with their personal records covering the last 5 years according to the National Aviation Authority (ANAC) model. In the end of the process, the declaration of the successful completion shall be uploaded to the platform.
• Training - the user must have completed level 13/14 security training and airport safety training (e-learning). The latter is currently only provided by the airport.

For airlines that do not hold a Market Access License, the Airport Access Card must be requested through its respective handler. 

     
  
Faro Airport Card Issuing Centre
Tel.: +351 289 800 321 and +351 289 800 685
Email: afrcartoes.externo@ana.pt  

 

1.3.2 STAFF CAR PARK  

The staff car parks at Faro Airport are designated areas reserved for airport employees, providing secure and convenient parking.

Typically located within walking distance of key operational zones, it ensures easy access for staff working across various airport areas.

While not open to the public, these facilities are equipped with surveillance and controlled access to maintain safety and efficiency. 
Staff members require a valid permit to enter, and some areas may offer covered parking or shuttle services depending on the shift schedules and terminal proximity.

For more information, please contact servicoscomerciais@ana.pt or got to https://www.ana.pt/en/business/commercial-services/car-parking  

ANA S.A. manages airport public service concessions in Portugal under Decree-Laws No. 254/2012 and No. 108/2013.

The Airport Service Quality Regime (ASQR), outlined in Annex 7 for the concession contracts, includes indicators for infrastructure availability and passenger-perceived quality.

Measurement formulas and minimum service levels were previously agreed with airlines representatives and penalties apply for non-compliance with these standards.

For more information regarding quality of service please visit: www.ana.pt/en/business/airlines/quality-of-service   

2.2.1 OPERATIONAL SYSTEMS REQUIREMENTS  

The Airline must have in place a system for electronic data exchange of SITA messages (or other approved electronic method) between its Departure Control Systems (DCS) and the Airports; and take all reasonable steps to ensure that accurate data is contained within the airline's central systems, websites, and the DCS at all times.

To prevent any risk impact on the wider airport community, the airline must notify ANA whenever any changes or replacement of its DCS occur.

Additionally, the airline must ensure that in the event of flight cancellation, the airline DCS and website is updated, and a valid SITA message (or other approved electronic method) is sent electronically to Slot Coordination Portugal.

The mandatory SITA message to send are SITATEXT Type B messages:
i.    MVT, LDM to SITA address FAOKAXH;
ii.    PAL, CAL and PSM to SITA address FAOMRXH

When using ANA's international terminal facilities for checking in passengers, the Airline must:

• Comply with the current conditions of the Common User Agreement; 
• Make suitable arrangements to use the Common Use Processing Passengers System (CUPPS) for checking passengers in.

helpdesk@ana.pt

2.2.2 GROUND OPERATIONS  

At ANA’s airports, all third-party ground handlers and airline self-handlers require a license with mandatory performance standards. Ground handling changes must go through an approval process, allowing sufficient time before operations begin. Airlines must ensure their handlers comply with ANA’s licensing terms and performance standards. Additionally, airlines must prioritize time-sensitive transfer passengers. For more details, please refer to chapter Starting Operations / Traffic Permits.

Faro International Airport Users Committee

Following the entry into force of article 4 of Decree-Law no.275/99 of June 23rd (transposal of Council Directive 96/67/CE) Faro International Airport Users’ Committee has been constituted. 

The Committee was established with the aim of developing competences of ground handling activities. The Committee has an advisory character in terms of questions regarding the ground handling activities. 

The Committee is composed of representatives of Faro Airport. For Committee purposes, Airport Users are individual or collective people that perform passenger transport, freight or post at Faro Airport.

Should you need any further assistance, or you would like to confirm your seat within the Committee, please contact faro.airport@ana.pt.   

2.2.3 PASSENGER AND BAGGAGE PROCESSING SYSTEM  

To process baggage and passengers ANA has the following systems available:

• SSBD: Self Service Bag Drop, using a 2-step approach, step 1 using kiosks and step 2 delivering bags on check-in counter belt. 
• BRS: Baggage management application both on terminal and ramp through dedicated workstations and handhelds
• BHS: Automatic baggage sorting
• CUPPS/ Common use Check-in (SITA)
• Backoffice CUPPS: Workstation with possibility to include peripherals like ATB/BTP/DCP printers, LSR and MSR/OCR keyboard
• DCS: Connectivity Provided by SITA with direct integration with APH
• Fast Track: Priority path for Security Control with automatic BP integration reading
• App4Staff: Web and mobile application with real time flight operational information.
• Airport Flight Information Display System (FIDS):
  Available throughout the airport (check- in/gate, common and operational areas) with customized logos/layout.
  The Logos and Full-Screen Logos must be sent to ljrodrigues@ana.pt preferably as vectorial in the formats: .eps / .cdr / .ai
  If Logos and Full-Screens Logos are not available in vectorial format, the following sizes must be considered:
  a.    Logos 512x256, Format file: .jpg / .tiff;
  b.    Full-screen Logos 1368x768, Format file: .png
• Airport Community APP - tool that connects airport staff and provides real time operational information in one place.
• Baggage Source Messages (BSM): Airlines must ensure that Baggage Source Messages (BSM) are transmitted to the airport baggage systems via SITA network, in accordance with current IATA standards. Non-compliant messages may not be processed by airport systems.
• Passenger Service Messages (PSM): Passenger Service Messages (PSM) will be transmitted through SITA network to the designated airport address in accordance with applicable IATA messaging standards.
• Boarding Passes and Baggage Tags: Airlines must ensure that boarding passes and baggage tags generated through their systems comply with the Airport's technical requirements. Attention must be given to barcode and QR code quality to ensure successful processing at self-service equipment, e-gates, and Fast Track access control systems.

helpdesk@ana.pt 

2.2.4 CHECK-IN SIGNAGE  

Airlines and ground handling agents will comply with the Airport requirements regarding check-in signage, queue management equipment and passenger information displays.

Detailed technical specifications and operational requirements may be provided by Airport Operations during the implementation phase.

 

2.2.5 CCB PLATFORM  

Regarding the subscription of our CCB platform (CUPPS, CUSS and BRS) please contact helpdesk@ana.pt and provide the following information:

• Regarding the CUPPS, who is your Handling Agent? 
• Which DCS  (departure control system) are you going to use? Your own or the handler’s DCS? 
• The airport has a common-use BRS (Baggage Reconciliation System) system. Do you intend to use it? 
• Which is the email address you want to receive the manifests? 
• Are you going to use CUSS kiosks? If so, do you have a SITA certified app? Do you need to print BTP’s? 
• Will you need offices at the airport for the station manager? If so, do you need dedicated workstations? 
• Do you have a timetable for test use of CUPSS (peripheric and consumables)?

Also, ANA will need to know which service you want to subscribe to and if the billing is to be made directly to the airline.

For all prior information as well as for technical assistance on CCB and BRS matters, please contact helpdesk@ana.pt. 

 

2.2.6 INFORMATION AND COMMUNICATION TECHNOLOGY SERVICES (ICT)  

The available ICT Systems at FaroAirport are:

• Data VLAN to interconnect all the offices in the Airport campus; 
• Full phone services with advanced PABX functions; 
• Telecommunications: ANA offers what companies based at the airport need to have a successful business; 
• Wireless LAN inside terminal and ramp area; 
• Trunking (TETRA); 
• Secure Authentication via Proxy RADIUS with Client's HQ; 
• Data Center Housing Provided by the Airport Authority or SITA, both with direct integration with APH; 
• Internet Access (Enterprise grade symmetric and redundant circuit via multiple ISP with public IP); 
• IPTV - TV with IP (Internet Protocol); 
• Custom made IT solutions.

Services have 24x7x365 support through our local Helpdesk at helpdesk@ana.pt.

ANA Airports' network management is based on a common use, airport wide network. For this reason, Airport authority is the only entity responsible for airport network cabling and Wi-Fi / beacons installation and management.

For more information contact telecoms@ana.pt or visit: www.ana.pt/en/business/commercial-services/telecommunications 

2.2.7 PASSENGER WITH REDUCED MOBILITY (PRM)  

The MyWay Service is available for passengers with disabilities or reduced mobility at ANA airports for departures, arrivals, and transit. 

Requests must be made through airlines or travel agents when booking or at least 48 hours before.

Airlines make a request to ensure proper assistance.

MyWay includes mobility aids like escalators, lifts, signage, and professional escort services for boarding and disembarking.
Dedicated contact points and designated parking spaces near exits are available for reduced mobility passengers.

vjandrade@ana.pt / cnviegas@ana.pt 

For PRM notifications, it is mandatory to send PAL/CAL/PSM messages to SITA address, FAOMRXH.

2.2.8 CREW  

Faro Airport provides airlines operating from Faro with an application to submit crew declarations. To be granted access please get in touch with our local security team.
 

2.3.1 AIRPORT SERVICES  

ANA provides the following passenger services:
 

ANA provides the following airline services:
 

For more information please visit https://www.faroairport.pt/en/fao/services-shopping/essential-services/ana-app  or download our app so you can stay updated.

When using ANA's Airport Facilities and Services, the Airline must acknowledge and comply with:
• All applicable legislation;
• Decisions or instructions from the Portuguese Civil Aviation Authority - ANAC or the Portuguese Government and relevant State Authorities;
• ANA's Airport Operations and Aerodrome Manuals;
• ANA's Airport Safety and Security Instructions;
• All payment requirements;
• Other conditions, instructions and directions necessary for daily operation at our airports;
• Any local rules or guidelines defined by Airports and Slot Coordination Portugal;
• Local flying restrictions and remarks as published whenever necessary in the AD section of the Portuguese Aeronautical Information Publication (AIP).

PREMIUM SERVICES  

Passengers who wish to access a differentiated experience at Faro Airport can avail themselves of the following services:

CIP services

Personalized assistance for Commercially Important Person (CIP) passengers, offering tailored support on departure and arrival, including fast-track flows, lounge access, exclusive vehicle transport, porterage, and more. Service requests must be made through airlines, companies, or agencies—passengers cannot book directly.

For more information about the available services and the applicable charges, please visit www.ana.pt/en/business/airlines/charges

Lounge

SCHENGEN ANA LOUNGE 
Located in the Schengen departure lounge, in the first-floor shopping area, it is preferably directed for passengers traveling to European destinations within the Schengen area.

NON-SCHENGEN ANA LOUNGE 
Located after passport control, in the central square of the departure lounge on the first floor with a privileged view to the shopping area and close to the boarding gates, is directed for passengers traveling to the UK, Ireland, Canada, US and other destinations outside the Schengen area.

Access to lounge service by airlines is guaranteed through quick procedures and integration. For more information, including Lounge Regulation, please contact servicoscomerciais@ana.pt or go https://www.faroairport.pt/en/fao/services-shopping/premium-services/lounge-faro.

Fast track

At Faro Airport, the Fast Track service offers travellers a quicker and more convenient way to pass through security.

The service can be booked online, and access is granted by presenting a QR code along with a boarding pass.

Access to fast track service by airlines is guaranteed through quick procedures and integration. For more information, including Fast Track Regulation, please contact servicoscomerciais@ana.pt or go to https://www.faroairport.pt/en/fao/services-shopping/premium-services/fast-track.

ANA applies three main types of airport charges: regulated charges (such as landing, passenger, and security fees), ground handling charges (for services like parking, towage, and refuelling), and commercial charges (covering areas such as lounges, advertising, and retail).

Regulated charges are approved by ANAC, the Portuguese Civil Aviation Authority.

For more information, please refer to: www.ana.pt/en/business/airlines/charges.
 
 

3.2.1 INFORMATION REQUIREMENTS  

Airlines must pay charges for the use of ANA airport facilities, services, and related supplies as determined by ANA Network Charges.

Charges accrue daily and are payable in euros upon demand or before departure unless otherwise agreed.

Payments must be made in full, without deductions, and any required taxes will be added to ensure the full amount is received.

Airlines are responsible for providing payment details, and VAT will be applied where applicable. 

For more information, please contact facturacao.afr@ana.pt. 

More information on taxes and charges, please refer to www.ana.pt/en/business/airlines/charges 

3.2.2 PAYMENT TERMS  

Airlines operating at Lisbon Airport are subject to being charged under the following terms: 

• Pre-payment regime;
• Granting of credit: payment within 15 days from date of issue of the invoices;
• Through payment representative (handler).

Notes  
Not applicable to the cash-based payment regime, since in this scheme all services and accesses provided are invoiced immediately by aerodrome services (SOA).

Details of payment terms:

• Invoices and payments are made in euros.
• In the Cash Basis Regime, the payment of all services must be made immediately after the invoice issuance, including terminal control duties from NAV, EP. The payment shall be made by the company or by the handler at airport services, prior to take-off.
• In the Pre-payment Regime, the payment of services estimated by ANA based on the flight schedule shall be made prior to any operation (the payment should be credited in ANA's Bank Account at least 3 days before the operation.
• To apply for the Credit Payment Regime, the client shall submit a written request to ANA, which will be subject to a case-by-case evaluation. In the event that this regime is accepted, ANA reserves the right to make its decision to grant credit subject to the provision of a guarantee. The payment of invoices must be made within the established period, and the amount owed cannot, in any situation, exceed the amount of the guarantee presented.
• In case of non-compliance with the due date agreed for the invoice’s payment, daily late interest shall be payable by the debtor until the effective date of payment.
• The credit conditions assigned may be modified or cancelled by ANA with a 5 working days’ notice.
• In the event of non-compliance situations ANA may determine, without prior notice, the cancellation of the assigned credit and the consequent change to the cash / prepayment regime. The suspension of the provision of services will also be possible.

3.2.3 PAYMENT BY BANK TRANSFER  

For more details, please contact facturacao.afr@ana.pt. 

3.2.4 PAYMENT DEFAULT  

Credit will be cancelled if a delay in payment occurs. Legal additional fees will be applied, such as interest over unpaid value. For more details, please contact facturacao.afr@ana.pt. 

ANA reserves the right to refuse to provide airport services in the event of failure to pay overdue invoices.

Under Portuguese law, ANA may detain an aircraft if airport charges are unpaid, applying to the aircraft in question or any operated by the debtor. Airlines cannot claim compensation or deduct charges without ANA’s written consent, and all fees must be paid in full.

Per Decree-Law no. 254/2012 and its amendments, ANA reserves the right to modify charges with prior written notice, following consultation with airlines.

Faro Airport is not just a transportation hub; it also offers a wide array of non-aviation services in order to enhance passenger experience.

Such services include:

• Retail (Duty-Free and Concessions) - A diverse range of retail outlets that cater to both domestic and international travellers;
• Real Estate - Ranging from office spaces to logistics and Cargo Facilities.

For more information, please refer to: https://www.faroairport.pt/en/fao/access-parking/for-your-full-comfort/hotel . 

• Car Parking - For short-term parking, long-term parking, Premium, Electric Vehicle Charging Stations;
• Car Rental - On-site Rental Desks, representing global and local rental companies as well as Pre-booking Integration, through the airport website;
• Advertising - premium advertising spaces for different targets.

For any queries related to extra aviation services which include Retail, Real Estate, Car Parking, Car Rental, Advertising and E-Commerce, please refer to the following: 

Advertising: advertising@ana.pt  

Retail: retail@ana.pt  

Car Rental: carrental@ana.pt

Real Estate and Office Spaces: realestate@ana.pt 

Car Parking and services like Via Verde, Online Booking and Reservations: www.ana.pt/en/business/commercial-services/car-parking or servicoscomerciais@ana.pt 
 
 

CUSTOMS - AT – Autoridade Tributária e Aduaneira

Delegação do Aeroporto de Faro
Terminal de Carga, Edificio nº 13
8006-901 Faro
Email: afaro-agc@at.gov.pt  
Tel: +351 289 810 190 / +351 289 887 720
https://www.portugal.gov.pt 

PSP – POLÍCIA DE SEGURANÇA PÚBLICA - Divisão de Segurança Aeroportuária e Controlo Fronteiriço 
Aeroporto de Faro 
8006-901 Faro
Email: dsa.faro@psp.pt 
Tel: +351 289 078 200
https://www.psp.pt 

GNR – GUARDA NACIONAL REPUBLICANA
Aeroporto de Faro
Edifício nº 3
8006-901 Faro
Email: ct.far.dfar@gnr.pt 
Mobile: +351 961 193 065
https://www.gnr.pt 

  4.2.1 PASSENGER, CARGO AND RAMP HANDLING  

Portway 
Aeroporto de Faro – Edifício 62
8006-901 Faro
Email: opssupport.fao@portway.pt 
VHF: 131.875 Mhz
Station Manager: joao.rodrigues@portway.pt 
Phone:  +351 289 800 777
Mobile:  +351 924 450 927
https://www.portway.pt  

Menzies 
Aeroporto de Faro – Edifício 12
8006-901 Faro
VHF: 131.480 Mhz
Station manager: mateus.mendonca@menziesaviation.com 
Mob: +351 965 070 403
https://menziesaviation.com/

Groundlink III
Aeroporto de Faro
8006-901 Faro
Email: faohandling@groundlink.eu 
VHF:  
Station manager: agraca@groundlink.eu 
Mob: +351 911 502 373

ELITESKY
Aeroporto de Faro
8006-901 Faro
Edifício nº 4
Phone: +351 939 495 360
Email: fao@elitesky.pt
VHF: Not available
Station manager: rodrigo.cintra@elitesky.pt

OMNI HANDLING
Aeroporto de Faro
Edifício nº 14
8006-901 Faro
Email: fao@omnihandling.com
VHF: 123.755 Mhz
Station manager: margarida.silva@omnihandling.com
Phone: +351 914 641 743

Execujet Portugal
Aeroporto de Faro
Edifício nº 14
8006-901 Faro
Email: fbo. lpfr@execujet.com
VHF: Not available
Station manager: mario.venda@execujet.com
Mobile: +351 910 996 234
https://www.execujet.com 

Safeport
Aeroporto de Faro
Edifício nº 14
8006-901 Faro
Email: fao@safeport.aero 
VHF: 123.025 Mhz
Station manager: gmiguel@safeport.aero
Phone: +351 289 150 200
Mobile: +351 910 285 371

GESTAVIA
Aeroporto de Faro
8006-901 Faro
Email: fao@gestavia.com 
VHF: Not available
Station manager: carlos.jacinto@gestavia.com 
Mobile: +351 912 349 271

  4.2.2 CATERING 

Resflight Serviços de Catering
Aeroporto de Faro
8006-901 Faro
Email: j.oliveira@newrest.eu 
Mobile: +351 925 664 381
https://www.newrest.eu

  4.2.3 FUEL  

GOC – Grupo Operacional de Combustíveis

BP
Aeroporto de Faro
8006-901 Faro
Email: ruben.isidro@ec1.bp.com@bp.com 
Mobile: +351 919 981 277
https://www.airbp.com

OZ ENERGIA
Avenida Duque de Ávila, 79 1000-139 Lisboa
Email: info@ozenergia.pt 
Tel: +351 213 500 700
https://www.ozenergia.pt

GALP
Aeroporto de Faro
8006-901 Faro
Email: bruno.escada@galp.com 
Mobile: +351 927 418 652
https://www.galpenergia.com

REPSOL
Aeroporto de Faro
8006-901 Faro
Email: trodriguez@repsol.com 
Mobile: +351 912 531 312
https://www.repsol.com

  4.2.4 AIRCRAFT CLEANING  

Spitfire
Aeroporto de Faro
Edifício nº 11
8006-901 Faro
Station manager: jgoncalves@spitfire-group.pt  
Mobile: +351 915 523 954

AIRFACE - Limpeza de Aeronaves, Lda.
Aeroporto de Faro
8006-901 Faro
Email geral: faro@newface.pt 
Phone/mobile: +351 934 455 036
Station manager - Email: Filipa.azevedo@starface.pt 
Mobile: +351 934 455 036

Groundlink
Aeroporto de Faro
Edifício nº 13
8006-901 Faro
Station manager - Email: cleaningmanager@groundlink.pt 
Mobile: 916 970 715

AERONAUTICAL INFORMATION SERVICE   

For aeronautical information concerning the Portuguese territory as well as the airspace under Portuguese jurisdiction, please consult the Portuguese Aeronautical Information Services at https://ais.nav.pt

The publication and distribution of all aeronautical information to guarantee the safety of air navigation is responsibility of NAV Portugal E.P., on behalf of the Portuguese State.

The website provides free access to the following publications and services provided by NAV Portugal E.P. Aeronautical Information Service, namely:

• Contingency Briefs 
• NOTAM Summaries 
• AIP (Aeronautical Information Publication and AMDTs) 
• AIP SUP (Supplements to AIP) 
• AIC (Aeronautical Information Circulars) 
• VFR Manual, AMDTs and VFR Manual Supplements 
• Provision of automated Pre-Flight Information Bulletins (PIB) and filing Flight Plans.

Aeroporto de Ponta Delgada

Address:  Aeroporto João Paulo II 9500-749 São Miguel

Email: pontadelgada.airport@ana.pt

Tel: +351 296 205 400

https://www.pontadelgadaairport.pt/en/pdl/home 
 

1.2.1 TRAFFIC PERMITS 

Flight operations in Portuguese airspace are subject to national civil aviation legislation. For operational requirements and authorizations, contact AIS – Aeronautical Information Service and ANAC – Portuguese Civil Aviation Authority for Traffic permits. Evidence of traffic rights may be requested for validation. In addition, as a fully coordinated airport, Airlines must secure slots prior to operation from Slot Coordination Portugal.

For more information, please see contact details outlined below:
 

•    Before starting commercial operations at Madeira Airport, all airlines must obtain an official license granting access to the activity (Activity Access License). This authorization ensures compliance with national aviation regulations and operational standards. 

•    Once the Activity Access License has been issued, airlines must also acquire a Market Access License, issued by the airport itself. This license is essential for integrating into the airport’s commercial environment, including flight scheduling, resource allocation, and terminal usage. Airlines are encouraged to contact airport authorities well in advance to begin the application procedure and receive guidance on meeting all relevant legal and technical criteria.

1.2.2 PRIOR INFORMATION

After an airline has been granted slots and traffic permits, the following documentation as well as any enquiries related to operations must be sent to pontadelgada.airport@ana.pt and to regulacaoeconomica@ana.pt:

CONTACT INFORMATION

• Airline name, address and contact details;
• The names, addresses, telephone numbers and all other contact details of the operator’s key personnel, as well as an emergency contact for safety, security, operational or financial matters related to the use of facilities and services at the Airport.

 DOCUMENTATION   

• Relevant approvals from ANAC for traffic rights and security compliance; 
• Air Operator Certificate (AOC); 
• Evidence of adequate Emergency Response Plan (ERP) regarding any potential security threats; 
• Current insurance policies certificates for all aircraft to be used at the airport;
• Ground handling arrangements for operating crew, passengers and cargo as well;
• Aircraft details such as registration, serial number, ICAO aircraft operator; ICAO Annex 16 Chapter, aircraft type, MTOW, Number of engines; Seating; Flyover- Aircraft noise values take-off (EPNdB); Aircraft noise values sideline (EPNdB); Aircraft noise values approach (EPNdB);
• Type, registration configuration, MTOW and noise certificate;
• Minimum Turnaround Times (MTT) and boarding schedules, when applicable.

Additionally, airlines starting operations at Ponta Delgada Airport must have a credit balance opened with the Billing Department (chapter Billing, Invoices and Payment Conditions).

The airline must promptly notify ANA of any significant changes to the information provided that could affect the application, processing, recovery of charges, or impact Airport operations. Furthermore, upon ANA’s request, the airline must supply updates to any of the aforementioned information.

Subject to confidentiality agreements, airlines may request in writing details concerning:

• Specific Airport Security arrangements that may apply;
• Airport emergency procedures;
• Airport Insurance policies;
• ANA's Facilities and Services at its Airports and specific operational procedures;
• The Airport's catchment area market and/or passenger profile. 

1.3.1 AIRPORT CARD   

Airline representatives at ANA airports require an Airport Identification Card to access infrastructure and restricted areas. For companies holding a Market Access License (LAM), their legal representative must notify the airport through a signed, authenticated statement stating:

• Complete identification
• Email
• Signature
• VAT number
• Address
• Telephone number of at least one Authorized Signatory to sign all documents regarding access requests to the airport.

A maximum of three Authorized Signatories will be allowed per operator. Upon reception of the complete identification, each of the Signatories will receive a Link and a Password to access the platform. The platform consists of three segments:

• Requisitioner - the user must fill out all the fields and attach an identification document ("Cartão de Cidadão" for Portuguese citizens or passport/ residence card for foreign citizens), an updated picture (< 6 months) and a background check (according to EU REG), which includes a criminal record.
• Access - the user will be asked to fill out a personal survey with their personal records covering the last 5 years according to the National Aviation Authority (ANAC) model. In the end of the process, the declaration of the successful completion shall be uploaded to the platform.
• Training - the user must have completed level 13/14 security training and airport safety training (e-learning). The latter is currently only provided by the airport.

For airlines that do not hold a Market Access License, the Airport Access Card must be requested through its respective handler.  

     
  
     pontadelgada.airport@ana.pt  

1.3.2 STAFF CAR PARK  

The staff car parks at Madeira Airport are designated areas reserved for airport employees, providing secure and convenient parking.

Typically located within walking distance of key operational zones, it ensures easy access for staff working across various airport areas.

While not open to the public, these facilities are equipped with surveillance and controlled access to maintain safety and efficiency. 
Staff members require a valid permit to enter, and some areas may offer covered parking or shuttle services depending on the shift schedules and terminal proximity.

For more information, please contact servicoscomerciais@ana.pt or got to https://www.pontadelgadaairport.pt/en/pdl/access-parking/for-your-full-comfort/parking 

ANA S.A. manages airport public service concessions in Portugal under Decree-Laws No. 254/2012 and No. 108/2013.

The Airport Service Quality Regime (ASQR), outlined in Annex 7 for the concession contracts, includes indicators for infrastructure availability and passenger-perceived quality.

Measurement formulas and minimum service levels were previously agreed with airlines representatives and penalties apply for non-compliance with these standards.

For more information regarding quality of service please visit: www.ana.pt/en/business/airlines/quality-of-service   

2.2.1 OPERATIONAL SYSTEMS REQUIREMENTS  

The Airline must have in place a system for electronic data exchange of SITA messages (or other approved electronic method) between its Departure Control Systems (DCS) and the Airports; and take all reasonable steps to ensure that accurate data is contained within the airline's central systems, websites, and the DCS at all times.

To prevent any risk impact on the wider airport community, the airline must notify ANA whenever any changes or replacement of its DCS occur.

Additionally, the airline must ensure that in the event of flight cancellation, the airline DCS and website is updated, and a valid SITA message (or other approved electronic method) is sent electronically to Slot Coordination Portugal.

The mandatory SITA message to send are SITATEXT Type B messages, namely MVT, LDM and PTM to SITA address PDLMXRH, João Paulo II, Ponta Delgada Airport Management and Operations.

When using ANA's international terminal facilities for checking in passengers, the Airline must:

• Comply with the current conditions of the Common User Agreement; 
• Make suitable arrangements to use the Common Use Processing Passengers System (CUPPS) for checking passengers in.

helpdesk@ana.pt

2.2.2 GROUND OPERATIONS  

At ANA’s airports, all third-party ground handlers and airline self-handlers require a license with mandatory performance standards. Ground handling changes must go through an approval process, allowing sufficient time before operations begin. Airlines must ensure their handlers comply with ANA’s licensing terms and performance standards. Additionally, airlines must prioritize time-sensitive transfer passengers. For more details, please refer to chapter Starting Operations / Traffic Permits.

2.2.3 PASSENGER AND BAGGAGE PROCESSING SYSTEM  

To process baggage and passengers ANA has the following systems available:

• SSBD: Self Service Bag Drop, hybrid (agent or self-service) and pure self-service units (SITA/BCS); 
• BRS: Baggage management application both on terminal and ramp through dedicated workstations and handhelds; 
• BHS: Automatic baggage sorting; 
• CUPPS/CUTE: Common use Check-in in both Terminals (SITA); 
• Backoffice CUPPS: Workstation with possibility to include peripherals like ATB/BTP/DCP printers, LSR and MSR/OCR keyboard; 
• DCS: Connectivity Provided by SITA with direct integration with APH; 
• Fast Track: Priority path for Security Control with automatic BP integration reading; 
• App4Staff: Web and mobile application with real time flight operational information. 
• Airport Flight Information Display System (FIDS): Available throughout the airport (check- in/gate, common and operational areas) with customized logos/layout.  
The Logos and Full-Screen Logos must be sent to pontadelgada.airport@ana.pt preferably as vectorial in the formats: .eps / .cdr / .ai;
If Logos and Full-Screens Logos are not available in vectorial format, the following sizes must be considered:   
   a. Default logo 512x256, Format file: .jpg / .tiff;  
   b. Full-screen logos 1368x768, Format file: .png
• Airport Community APP - tool that connects airport staff and provides real time operational information in one place. 
• Bagage Source Messages (BSM): Airlines must ensure that Baggage Source Messages (BSM) are transmitted to the airport baggage systems via SITA network, in accordance with current IATA standards. Non-compliant messages may not be processed by airport systems.
• Passenger Service Messages (PSM): Passenger Service Messages (PSM) will be transmitted through SITA network to the designated airport address in accordance with applicable IATA messaging standards.
• Boarding Passes and Baggage Tags: Airlines must ensure that boarding passes and baggage tags generated through their systems comply with Ponta Delgada Airport's technical requirements. Attention must be given to barcode and QR code quality to ensure successful processing at self-service equipment, e-gates, and Fast Track access control systems.
 

helpdesk@ana.pt 

2.2.4 CHECK-IN SIGNAGE  

Airlines and ground handling agents will comply with the Airport requirements regarding check-in signage, queue management equipment and passenger information displays.

Detailed technical specifications and operational requirements may be provided by Airport Operations during the implementation phase.

 

2.2.5 CCB PLATFORM  

Regarding the subscription of our CCB platform (CUPPS, CUSS and BRS) please contact helpdesk@ana.pt and provide the following information:

• Regarding the CUPPS, who is your Handling Agent? 
• Which DCS  (departure control system) are you going to use? Your own or the handler’s DCS? 
• The airport has a common-use BRS (Baggage Reconciliation System) system. Do you intend to use it? 
• Which is the email address you want to receive the manifests? 
• Are you going to use CUSS kiosks? If so, do you have a SITA certified app? Do you need to print BTP’s? 
• Will you need offices at the airport for the station manager? If so, do you need dedicated workstations? 
• Do you have a timetable for test use of CUPSS (peripheric and consumables)?

Also, ANA will need to know which service you want to subscribe to and if the billing is to be made directly to the airline.

For all prior information as well as for technical assistance on CCB and BRS matters, please contact helpdesk@ana.pt or pontadelgada.airport@ana.pt. 

2.2.6 INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICES  

The available ICT Systems at Lisbon Airport are:

• Data VLAN to interconnect all the offices in the Airport campus; 
• Full phone services with advanced PABX functions; 
• Telecommunications: ANA offers what companies based at the airport need to have a successful business; 
• Wireless LAN inside terminal and ramp area; 
• Trunking (TETRA); 
• Secure Authentication via Proxy RADIUS with Client's HQ; 
• Data Center Housing Provided by the Airport Authority or SITA, both with direct integration with APH; 
• Internet Access (Enterprise grade symmetric and redundant circuit via multiple ISP with public IP); 
• IPTV - TV with IP (Internet Protocol); 
• Custom made IT solutions.

Services have 24x7x365 support through our local Helpdesk at helpdesk@ana.pt.

ANA Airports' network management is based on a common use, airport wide network. For this reason, Airport authority is the only entity responsible for airport network cabling and Wi-Fi / beacons installation and management.

For more information contact telecoms@ana.pt or visit: www.ana.pt/en/business/commercial-services/telecommunications 

2.2.7 PASSENGER WITH REDUCED MOBILITY (PRM)  

The MyWay Service is available for passengers with disabilities or reduced mobility at ANA airports for departures, arrivals, and transit.

Requests must be made through airlines or travel agents when booking or at least 48 hours before departure.

Airlines make a request to ensure proper assistance.

MyWay includes mobility aids like escalators, lifts, signage, and professional escort services for boarding and disembarking.

Dedicated contact points and designated parking spaces near exits are available for reduced mobility passengers.
 

PDL PRM Service cisousa@ana.pt  

For PRM notifications, it is mandatory to send PAL/CAL messages to SITA address, PDLMXRHMXRH.

2.3.1 AIRPORT SERVICES  

ANA provides the following passenger services at Madeira:
 

ANA provides the following airline services:
 

For more information, please visit Ponta Delgada Airport website or download our app so you can stay updated.

2.3.2 OTHER SERVICES 
 

When using ANA's Airport Facilities and Services, the Airline must acknowledge and comply with:

• All applicable legislation;
• Decisions or instructions from the Portuguese Civil Aviation Authority - ANAC or the Portuguese Government and relevant State Authorities;
• ANA's Airport Operations and Aerodrome Manuals;
• ANA's Airport Safety and Security Instructions;
• All payment requirements;
• Other conditions, instructions and directions necessary for daily operation at our Airports;
• Any local rules or guidelines defined by Airports and Slot Coordination Portugal;
• Local flying restrictions and remarks as published whenever necessary in the AD section of the Portuguese Aeronautical Information Publication (AIP).

PREMIUM SERVICES  

Passengers who wish to access a differentiated experience at Ponta Delgada Airport can avail themselves of the following services:

CIP services

Personalized assistance for Commercially Important Person (CIP) passengers, offering tailored support on departure and arrival, including fast-track flows, lounge access, exclusive vehicle transport, porterage, and more. Service requests must be made through airlines, companies, or agencies—passengers cannot book directly.

For more information about the available services and the applicable charges, please visit www.ana.pt/en/business/airlines/charges

pontadelgada.airport@ana.pt 

Fast Lane

At Ponta Delgada Airport, the Fast Lane service offers travellers a quicker and more convenient way to pass through security.

The service can be booked online, and access is granted by presenting a QR code along with a boarding pass.

Access to Fast Lane service by airlines is guaranteed through quick procedures and integration. For more information, including Fast Track Regulation, please contact  servicoscomerciais@ana.pt or go to https://www.pontadelgadaairport.pt/en/pdl/services-shopping/essential-services/ana-app 
 

ANA applies three main types of airport charges: regulated charges (such as landing, passenger, and security fees), ground handling charges (for services like parking, towage, and refuelling), and commercial charges (covering areas such as lounges, advertising, and retail).

Regulated charges are approved by ANAC, the Portuguese Civil Aviation Authority.

For more information, please refer to: www.ana.pt/en/business/airlines/charges.
 

 regulacaoeconomica@ana.pt 
 

3.2.1 INFORMATION REQUIREMENTS  

Airlines must pay charges for the use of ANA airport facilities, services, and related supplies as determined by ANA Network Charges.

Charges accrue daily and are payable in euros upon demand or before departure unless otherwise agreed.

Payments must be made in full, without deductions, and any required taxes will be added to ensure the full amount is received.

Airlines are responsible for providing payment details, and VAT will be applied where applicable. 

For more information, please contact FaturaDAA@ana.pt.   

More information on taxes and charges, please refer to www.ana.pt/en/business/airlines/charges 

3.2.2 PAYMENT TERMS  

Airlines operating at Ponta Delgada Airport are subject to being charged under the following terms: 

• Pre-payment regime;
• Granting of credit: payment within 15 days from date of issue of the invoices;
• Through payment representative (handler).

Notes  
Not applicable to the cash-based payment regime, since in this scheme all services and accesses provided are invoiced immediately by aerodrome services (SOA).

Details of payment terms:

• Invoices and payments are made in euros.
• In the Cash Basis Regime, the payment of all services must be made immediately after the invoice issuance, including terminal control duties from NAV, EP. The payment shall be made by the company or by the handler at airport services, prior to take-off.
• In the Pre-payment Regime, the payment of services estimated by ANA based on the flight schedule shall be made prior to any operation (the payment should be credited in ANA's Bank Account at least 3 days before the operation.
• To apply for the Credit Payment Regime, the client shall submit a written request to ANA, which will be subject to a case-by-case evaluation. In the event this regime is accepted, ANA reserves the right to make its decision to grant credit subject to the provision of a guarantee. The payment of invoices must be made within the established period, and the amount owed cannot, in any situation, exceed the amount of the guarantee presented.
• In case of non-compliance with the due date agreed for the invoice’s payment, daily late interest shall be payable by the debtor until the effective date of payment.
• The credit conditions assigned may be modified or cancelled by ANA with a 5 working days’ notice.
• In the event of non-compliance situations ANA may determine, without prior notice, the cancellation of the assigned credit and the consequent change to the cash / prepayment regime. The suspension of the provision of services will also be possible.

3.2.3 PAYMENT BY BANK TRANSFER  

For more details, please contact FaturaDAA@ana.pt. 

3.2.4 PAYMENT DEFAULT  

Credit will be cancelled if a delay in payment occurs. Legal additional fees will be applied, such as interest over unpaid value. For more details, please contact FaturaDAA@ana.pt.

ANA reserves the right to refuse to provide airport services in the event of failure to pay overdue invoices. 

Under Portuguese law, ANA may detain an aircraft if airport charges are unpaid, applying to the aircraft in question or any operated by the debtor. Airlines cannot claim compensation or deduct charges without ANA’s written consent, and all fees must be paid in full.

Per Decree-Law no. 254/2012 and its amendments, ANA reserves the right to modify charges with prior written notice, following consultation with airlines.

Ponta Delgada Airport is not just a transportation hub; it also offers a wide array of non-aviation services in order to enhance passenger experience.

Such services include:

• Retail (Duty-Free and Concessions) - A diverse range of retail outlets that cater to both domestic and international travelers;
• Real Estate - Ranging from office spaces to logistics and Cargo Facilities as well as hotels and conference centres.

For more information, please refer to: https://www.pontadelgadaairport.pt/en/pdl/access-parking/for-your-full-comfort/hotel.  
• Car Parking - For short-term parking, long-term parking, Premium & Valet Parking, Electric Vehicle Charging Stations;
• Car Rental - On-site Rental Desks, representing global and local rental companies as well as Pre-booking Integration, through the airport website;
• Advertising - premium advertising spaces for different targets.

For any queries related to extra aviation services which include Retail, Real Estate, Car Parking, Car Rental, Advertising and E-Commerce, please refer to the following: 

Advertising: advertising@ana.pt  

Retail: retail@ana.pt  

Car Rental: carrental@ana.pt

Real Estate and Office Spaces: realestate@ana.pt 

Car Parking and services like Via Verde, Online Booking and Reservations: www.ana.pt/en/business/commercial-services/car-parking or servicoscomerciais@ana.pt 
 
 

CUSTOMS - Alfândega de Ponta Delgada
Praça Vasco da Gama 
9500-350 Ponta Delgada
Email: apdelgada-pajp2@at.gov.pt  
Tel: +351 296 307 440
Fax: +351 296 684 644
https://www.min-financas.pt 

PSP – POLÍCIA DE SEGURANÇA PÚBLICA - Divisão de Segurança Aeroportuária e Controlo Fronteiriço 
Aeroporto João Paulo II 
9500-749 Ponta Delgada 
Email: esa.pdelgada.cracores@psp.pt  
Tel: +351 296 205 517
https://www.psp.pt 

  4.2.1 PASSENGER, CARGO AND RAMP HANDLING  

SATA Handling 
Aeroporto de Ponta Delgada
Email: Handling@sata.pt 
Tel: +351 296 820 182
Mob: +351 910 539 699
https://satahandling.pt/pt-pt 
 

EXECUJET
Aeroporto de Ponta Delgada
Email: fbo.lppd@execujet.com 
Mob: +351 296 092 880
https://www.execujet.com/locations/ponta-delgada-fbo-lppd/ 
 

GESTAVIA
Aeroporto de Ponta Delgada
Email: ops@gestavia.com 
Mob: +351 915 278 509
 

OMNI
Aeroporto de Ponta Delgada
Email: pdl@omnihandling.com 
Mob: +351 918 115 688
https://www.omni.pt/ 
 

Groundlink
Aeroporto de Ponta Delgada
Email: contact@groundlink.pt 
Mob: +351 964 290 411
https://groundlink.pt/ 
 

Wexjet
Aeroporto de Ponta Delgada
Francisco Botelho
Email: lppd@wexjet.com 
Tel: +351 218 701 025
Mob: +351 938 650 863
www.wexjet.com 

 

 
  4.2.2 CARGO, CATERING AND FUEL  

Servicater
Aeroporto de Ponta Delgada
Apartado 708
Pedro Melo
Email: pedro.melo@servicater.com 
Tel: +351 296 305 980
Mob: +351 964 924 203
 

Galp - Petrogal
Aeroporto de Ponta Delgada
Dino Pereira
Email: dino.pereira@saaga.pt 
Mob: +351 926 790 109
 

Air Bp
Aeroporto de Ponta Delgada
Rui Melo
Email: rui.melo@ec1.bp.com 
Tel: +351 296 306 713
Mob: +351 914 737 378

 

  4.2.3 AIRCRAFT CLEANING  

Iberlim
Rua da Cidade, 78
9545-528 S. Vicente Ferreira
Marisa Sousa
Email: marisasousa@iberlim.pt 
Tel: +351 296 919 031
Mob: +351 918 613 892
https://www.iberlim.pt   

 

  4.2.4 LOUNGES  

VIP Lounge ANA
Aeroporto de Ponta Delgada
Email: ajprpublicas@ana.pt 
Tel: +351 296 205 406
https://www.ana.pt

 

  4.2.5 ENGINEERING AND LINE MAINTENANCE 

SATA Maintenance and Engineering
Aeroporto de Ponta Delgada
Sérgio Reis Silva
Email: Sergio.Reis.Silva@sata.pt 
Tel: +351 296 206 032
Mob: +351 925 217 248
https://www.sata.pt 
 

LAS – Louro Aeronaves e Serviços
Rua Professor Henrique de Barros,
Edifício Sagres, 4 – 8.º C
2685-338 Lisboa
Email: info@las.pt 
Tel: +351 218 451 359
https://www.lasmaintenance.com.pt 

  

AERONAUTICAL INFORMATION SERVICE   

For aeronautical information concerning the Portuguese territory as well as the airspace under Portuguese jurisdiction, please consult the Portuguese Aeronautical Information Services at https://ais.nav.pt. 

The publication and distribution of all aeronautical information to guarantee the safety of air navigation is responsibility of NAV Portugal E.P., on behalf of the Portuguese State.

The website provides free access to the following publications and services provided by NAV Portugal E.P. Aeronautical Information Service, namely:

• Contingency Briefs 
• NOTAM Summaries 
• Subscription (Portuguese Aeronautical Information Publications)
• AIP (Aeronautical Information Publication and AMDTs) 
• AIP SUP (Supplements to AIP) 
• AIC (Aeronautical Information Circulars) 
• VFR Manual, AMDTs and VFR Manual Supplements 
• Provision of automated Pre-Flight Information Bulletins (PIB) and filing Flight Plans.

Aeroporto Francisco Sá Carneiro
Avenida Aeroporto, Moreira da Maia - 4470-558 Maia

Email: porto.airport@ana.pt  

Tel: +351 229 432 400

https://www.portoairport.pt/en/opo/home 

1.2.1 TRAFFIC PERMITS 

Flight operations in Portuguese airspace are subject to national civil aviation legislation. For operational requirements and authorizations, contact AIS – Aeronautical Information Service and ANAC – Portuguese Civil Aviation Authority for Traffic permits. Evidence of traffic rights may be requested for validation. In addition, as a fully coordinated airport, Airlines must secure slots prior to operation from Slot Coordination Portugal.

For more information, please see contacts details outlined below:
 

•    Before starting commercial operations at Porto Airport, all airlines must obtain an official license granting access to the activity (Activity Access License). This authorization ensures compliance with national aviation regulations and operational standards. 

•    Once the Activity Access License has been issued, airlines must also acquire a Market Access License, issued by the airport itself. This license is essential for integrating into the airport’s commercial environment, including flight scheduling, resource allocation, and terminal usage. Airlines are encouraged to contact airport authorities well in advance to begin the application procedure and receive guidance on meeting all relevant legal and technical criteria.

1.2.2 DOCUMENTATION AND READINESS REQUIREMENTS

After an airline has been granted slots and traffic permits, the following documentation as well as any enquiries related to operations must be sent to ascsoa-supervisor@ana.pt and to regulacaoeconomica@ana.pt:

CONTACT INFORMATION

• Airline name, address and contact details;
• The names, addresses, telephone numbers and all other contact details of the operator’s key personnel, as well as an emergency contact for safety, security, operational or financial matters related to the use of facilities and services at the Airport.

 DOCUMENTATION   

• Relevant approvals from ANAC for traffic rights and security compliance; 
• Air Operator Certificate (AOC); 
• Evidence of adequate Emergency Response Plan (ERP) regarding any potential security threats; 
• Current insurance policies certificates for all aircraft to be used at the airport;
• Ground handling arrangements for operating crew, passengers and cargo as well;
• Aircraft details such as registration, serial number, ICAO aircraft operator; ICAO Annex 16 Chapter, aircraft type, MTOW, Number of engines; Seating; Flyover- Aircraft noise values take-off (EPNdB); Aircraft noise values sideline (EPNdB); Aircraft noise values approach (EPNdB);
• Type, registration configuration, MTOW and noise certificate;
• Minimum Turnaround Times (MTT) and boarding schedules, when applicable;
• Provide the carrier’s aircraft recovery plan and information regarding access to the IATP recovery kits.

Additionally, airlines starting operations at Porto Airport must have a credit balance opened with the Billing Department (please refere to point 3.2).

The airline must promptly notify ANA of any significant changes to the information provided that could affect the application, processing, recovery of charges, or impact Airport operations. Furthermore, upon ANA’s request, the airline must supply updates to any of the aforementioned information.

Subject to confidentiality agreements, airlines may request in writing details concerning:

• Specific Airport Security arrangements that may apply;
• Airport emergency procedures;
• Airport Insurance policies;
• ANA's Facilities and Services at its Airports and specific operational procedures;
• The Airport's catchment area market and/or passenger profile. 

1.2.3 OPERATIONAL READINESS TEST 

Before starting operations, airlines may be requested to participate in an operational readiness test coordinated by the Airport.

The purpose of this exercise is to validate operational procedures and interfaces, including check-in systems, baggage processing, boarding passes, flight information displays, access control systems, and other relevant airport systems.
 

1.3.1 AIRPORT CARD   

Airline representatives at ANA airports require an Airport Identification Card to access infrastructure and restricted areas. For companies holding a Market Access License (LAM), their legal representative must notify the airport through a signed, authenticated statement stating:

•    Complete identification
•    Email
•    Signature
•    VAT number
•    Address
•    Telephone number of at least one Authorized Signatory to sign all documents regarding access requests to the airport.


A maximum of three Authorized Signatories will be allowed per operator. Upon reception of the complete identification, each of the Signatories will receive a Link and a Password to access the platform. The platform consists of three segments:

•    Requisitioner - the user must fill out all the fields and attach an identification document ("Cartão de Cidadão" for Portuguese citizens or passport/ residence card for foreign citizens), an updated picture (< 6 months) and a background check (according to EU REG), which includes a criminal record.
•    Access - the user will be asked to fill out a personal survey with their personal records covering the last 5 years according to the National Aviation Authority (ANAC) model. In the end of the process, the declaration of the successful completion shall be uploaded to the platform.
•    Training - the user must have completed level 13/14 security training and airport safety training (e-learning). The latter is currently only provided by the airport. 
 

For airlines that do not hold a Market Access License, the Airport Access Card must be requested through its respective handler.  

     
  
Gabinete Segurança ASC: ascgsa@ana.pt  
Card Emission Department, - Level 0 / South Zone
Email: ascgsa@ana.pt; ascapoioseguranca@ana.pt 

1.3.2 STAFF CAR PARK  

The staff car parks at Porto Airport are designated areas reserved for airport employees, providing secure and convenient parking.

Typically located within walking distance of key operational zones, it ensures easy access for staff working across various airport areas.

While not open to the public, these facilities are equipped with surveillance and controlled access to maintain safety and efficiency. 

Staff members require a valid permit to enter, and some areas may offer covered parking or shuttle services depending on the shift schedules and terminal proximity.

For more information please contact: servicoscomerciais@ana.pt or go to https://www.portoairport.pt/en/opo/access-parking/for-your-full-comfort/parking.
 

ANA S.A. manages airport public service concessions in Portugal under Decree-Laws No. 254/2012 and No. 108/2013.

The Airport Service Quality Regime (ASQR), outlined in Annex 7 for the concession contracts, includes indicators for infrastructure availability and passenger-perceived quality.

Measurement formulas and minimum service levels were previously agreed with airlines representatives and penalties apply for non-compliance with these standards.

For more information regarding quality of service please visit: www.ana.pt/en/business/airlines/quality-of-service   

2.2.1 OPERATIONAL SYSTEMS REQUIREMENTS  

The Airline must have in place a system for electronic data exchange of SITA messages (or other approved electronic method) between its Departure Control Systems (DCS) and the Airports; and take all reasonable steps to ensure that accurate data is contained within the airline's central systems, websites, and the DCS at all times.

To prevent any risk impacting on the wider airport community, the airline must notify ANA whenever any changes or replacement of its DCS occur.

Additionally, the airline must ensure that in the event of flight cancellation, the airline DCS and website is updated, and a valid SITA message (or other approved electronic method) is sent electronically to Slot Coordination Portugal.

The mandatory SITA message to send are SITATEXT Type B messages, namely MVT, LDM and PTM to SITA address OPOKAXH, Francisco Sá Carneiro, Porto Airport Management and Operations.

When using ANA's international terminal facilities for checking in passengers, the Airline must:

• Comply with the current conditions of the Common User Agreement; 
• Make suitable arrangements to use the Common Use Processing Passengers System (CUPPS) for checking passengers in.

helpdesk@ana.pt

2.2.2 GROUND OPERATIONS  

At ANA’s airports, all third-party ground handlers and airline self-handlers require a license with mandatory performance standards. Ground handling changes must go through an approval process, allowing sufficient time before operations begin. Airlines must ensure their handlers comply with ANA’s licensing terms and performance standards. Additionally, airlines must prioritize time-sensitive transfer passengers. For more details, please refer to chapter Starting Operations / Traffic Permits..

Porto International Airport Users

Following the entry into force of article 4 of Decree-Law no.275/99 of June 23rd (transposal of Council Directive 96/67/CE) Porto International Airport Users’ Committee has been constituted. 

The Committee was established with the aim of developing competences of ground handling activities. The Committee has an advisory character in terms of questions regarding the ground handling activities. 

The Committee is composed of representatives of Porto Airport. For Committee purposes, Airport Users are individual or collective people that perform passenger transport, freight or post at Porto Airport.

Should you need any further assistance, or you would like to confirm your seat within the Committee, please contact aoc.opo@aocportugal.pt. 

2.2.3 PASSENGER AND BAGGAGE PROCESSING SYSTEM  

To process baggage and passengers ANA has the following systems available:

• SSBD: Self Service Bag Drop, hybrid (agent or self-service) and pure self-service units (SITA/BCS); 
• BRS: Baggage management application both on terminal and ramp through dedicated workstations and handhelds; 
• BHS: Automatic baggage sorting; 
• CUPPS/CUTE: Common use Check-in in both Terminals (SITA); 
• Backoffice CUPPS: Workstation with possibility to include peripherals like ATB/BTP/DCP printers, LSR and MSR/OCR keyboard; 
• DCS: Connectivity Provided by SITA with direct integration with APH; 
• Fast Track: Priority path for Security Control with automatic BP integration reading; 
• App4Staff: Web and mobile application with real time flight operational information. 
• Airport Flight Information Display System (FIDS): Available throughout the airport (check- in/gate, common and operational areas) with customized logos/layout. The Logos and Full-Screen Logos must be sent to afmesquita@ana.pt and apoiotecnico_soa_asc@ana.pt preferably as vectorial in the formats: png, jpeg ou gif (for boarding gates and check-in only gif format). If Logos and Full-Screens Logos are not available in vectorial format, the following sizes must be considered: 
   a. Logos 512x256, Format file: .jpg / .tiff;
   b. Full-screen Logos 1368x768, Format file: .png
• Airport Community APP - tool that connects airport staff and provides real time operational information in one place. 
• Bagage Source Messages (BSM): Airlines must ensure that Baggage Source Messages (BSM) are transmitted to the airport baggage systems via SITA network, in accordance with current IATA standards. Non-compliant messages may not be processed by airport systems.
• Passenger Service Messages (PSM): Passenger Service Messages (PSM) will be transmitted through SITA network to the designated airport address in accordance with applicable IATA messaging standards.
• Boarding Passes and Baggage Tags: Airlines must ensure that boarding passes and baggage tags generated through their systems comply with Lisbon Airport's technical requirements. Attention must be given to barcode and QR code quality to ensure successful processing at self-service equipment, e-gates, and Fast Track access control systems.

helpdesk@ana.pt 

2.2.4 CHECK-IN SIGNAGE  

Airlines and ground handling agents will comply with Lisbon Airport requirements regarding check-in signage, queue management equipment and passenger information displays.

Detailed technical specifications and operational requirements may be provided by Airport Operations during the implementation phase.

 

2.2.5 CCB PLATFORM  

Regarding the subscription of our CCB platform (CUPPS, CUSS and BRS) please contact helpdesk@ana.pt and provide the following information:

a. Regarding the CUPPS, who is your Handling Agent? 
b. Which DCS  (departure control system) are you going to use? Your own or the handler’s DCS? 
c. The airport has a common-use BRS (Baggage Reconciliation System) system. Do you intend to use it? 
d. Which is the email address you want to receive the manifests? 
e. Are you going to use CUSS kiosks? If so, do you have a SITA certified app? Do you need to print BTP’s? 
f. Will you need offices at the airport for the station manager? If so, do you need dedicated workstations? 
g. Do you have a timetable for test use of CUPSS (peripheric and consumables)?

Also, ANA will need to know which service you want to subscribe to and if the billing is to be made directly to the airline.

For all prior information as well as for technical assistance on CCB and BRS matters, please contact helpdesk@ana.pt. 

2.2.6 INFORMATION AND COMMUNICATION TECHNOLOGY SERVICES (ICT)  

The available ICT Systems at Porto Airport are:

• Data VLAN to interconnect all the offices in the Airport campus; 
• Full phone services with advanced PABX functions; 
• Telecommunications: ANA offers what companies based at the airport need to have a successful business; 
• Wireless LAN inside terminal and ramp area; 
• Trunking (TETRA); 
• Secure Authentication via Proxy RADIUS with Client's HQ; 
• Data Center Housing Provided by the Airport Authority or SITA, both with direct integration with APH; 
• Internet Access (Enterprise grade symmetric and redundant circuit via multiple ISP with public IP); 
• IPTV - TV with IP (Internet Protocol); 
• Custom made IT solutions.

Services have 24x7x365 support through our local Helpdesk at helpdesk@ana.pt.

ANA Airports' network management is based on a common use, airport wide network. For this reason, Airport authority is the only entity responsible for airport network cabling and Wi-Fi / beacons installation and management.

For more information contact telecoms@ana.pt or visit: www.ana.pt/en/business/commercial-services/telecommunications 

2.2.7 PASSENGER WITH REDUCED MOBILITY (PRM)  

The MyWay Service is available for passengers with disabilities or reduced mobility at ANA airports for departures, arrivals, and transit.

Requests must be made through airlines or travel agents when booking or at least 48 hours before departure.

Airlines make the request to ensure proper assistance.

MyWay includes mobility aids like escalators, lifts, signage, and professional escort services for boarding and disembarking.

Dedicated contact points and designated parking spaces near exits are available for reduced mobility passengers.

LIS PRM Service ASC_ServicoMyWay@ana.pt  

For PRM notifications, it is mandatory to send PAL/CAL messages to SITA address, OPOMRXH.

2.2.8 CREW ACCESS PROCEDURES   

Porto Airport does not use an electronic crew declaration system.

Crew members shall access the dedicated staff and crew screening point located on Level 3 and must present:
•    A valid crew identification card; and
•    Evidence of allocation to the flight concerned.

These elements will be checked by the contracted security provider before access is granted.

Prior to beginning operations at Porto Airport, airlines shall liaise with the Airport Security Office. During the operational readiness and implementation phase, all applicable security procedures, crew access requirements and operational arrangements will be presented and clarified to ensure full compliance before the start of operations.

 

2.3.1 AIRPORT SERVICES  

ANA provides the following passenger services at Porto: 
 

ANA provides the following airline services at Porto: 
 

For more information please visit https://www.aeroportoporto.pt/pt/opo/servicos-e-compras/servicos-essenciais/app-ana or download our app so you can stay updated.

2.3.2 OTHER SERVICES  
 

When using ANA's Airport Facilities and Services, the Airline must acknowledge and comply with:

• All applicable legislation; 
• Decisions or instructions from the Portuguese Civil Aviation Authority - ANAC or the Portuguese Government and relevant State Authorities; 
• ANA's Airport Operations and Aerodrome Manuals; 
• ANA's Airport Safety and Security Instructions; 
• All payment requirements; 
• Other conditions, instructions and directions necessary for daily operation at our Airports; 
• Any local rules or guidelines defined by Airports and Slot Coordination Portugal; 
• Local flying restrictions and remarks as published whenever necessary in the AD section of the Portuguese Aeronautical Information Publication (AIP).

PREMIUM SERVICES  

Passengers who wish to access a differentiated experience at Porto Airport can avail themselves of the following services:

CIP services

Personalized assistance for Commercially Important Person (CIP) passengers, offering tailored support on departure and arrival, including fast-track flows, lounge access, exclusive vehicle transport, and more. Service requests must be made through airlines, companies, or agencies—passengers cannot book directly.

For more information about the available services and the applicable charges, please visit www.ana.pt/en/business/airlines/charges

sirp@ana.pt 
 

Lounge

The ANA Lounge is located after security – Floor 3. It is a private place, with about 900 m2 with a panoramic view of the runway.

Access to lounge service by airlines is guaranteed through quick procedures and integration. For more information, including Lounge Regulation, please contact servicoscomerciais@ana.pt or go https://www.portoairport.pt/en/opo/services-shopping/premium-services/ana-lounge.

 

Fast track

At Porto Airport, the Fast Track service offers travellers a quicker and more convenient way to pass through security.

The service can be booked online, and access is granted by presenting a QR code along with a boarding pass.

 

Silent Airport Policy

Porto Airport is gradually implementing a Silent Airport concept. At this stage, this change applies only to North Bus Gate, where boarding announcements are not routinely made. Public announcements are limited to operational disruptions, emergency situations and other exceptional circumstances.

ANA applies three main types of airport charges: regulated charges (such as landing, passenger, and security fees), ground handling charges (for services like parking, towage, and refuelling), and commercial charges (covering areas such as lounges, advertising, and retail).

Regulated charges are approved by ANAC, the Portuguese Civil Aviation Authority.

For more information, please refer to: www.ana.pt/en/business/airlines/charges.
 
 

3.2.1 INFORMATION REQUIREMENTS  

Airlines must pay charges for the use of ANA airport facilities, services, and related supplies as determined by ANA Network Charges.

Charges accrue daily and are payable in euros upon demand or before departure unless otherwise agreed.

Payments must be made in full, without deductions, and any required taxes will be added to ensure the full amount is received.

Airlines are responsible for providing payment details, and VAT will be applied where applicable. 

For more information, please contact nucleoclientes@ana.pt or ana.clientes@ana.pt. 

More information on taxes and charges, please refer to www.ana.pt/en/business/airlines/charges 

3.2.2 PAYMENT TERMS  

Airlines operating at Lisbon Airport are subject to being charged under the following terms: 

• Pre-payment regime;
• Granting of credit: payment within 15 days from date of issue of the invoices;
• Through payment representative (handler).

Notes  
Not applicable to the cash-based payment regime, since in this scheme all services and accesses provided are invoiced immediately by aerodrome services (SOA).

Details of payment terms:

•   Invoices and payments are made in euros.
•   In the Cash Basis Regime, the payment of all services must be made immediately after the invoice issuance, including terminal control duties from NAV, EP. The payment shall be made by the company or by the handler at airport services, prior to take-off.
•   In the Pre-payment Regime, the payment of services estimated by ANA based on the flight schedule shall be made prior to any operation (the payment should be credited in ANA's Bank Account at least 3 days before the operation.
•   To apply for the Credit Payment Regime, the client shall submit a written request to ANA, which will be subject to a case-by-case evaluation. In the event that this regime is accepted, ANA reserves the right to make its decision to grant credit subject to the provision of a guarantee. The payment of invoices must be made within the established period, and the amount owed cannot, in any situation, exceed the amount of the guarantee presented.
•   In case of non-compliance with the due date agreed for the invoice’s payment, daily late interest shall be payable by the debtor until the effective date of payment.
•   The credit conditions assigned may be modified or cancelled by ANA with a 5 working days’ notice.
•   In the event of non-compliance situations ANA may determine, without prior notice, the cancellation of the assigned credit and the consequent change to the cash / prepayment regime. The suspension of the provision of services will also be possible.

3.2.3 PAYMENT BY BANK TRANSFER  

For more details, please contact nucleoclientes@ana.pt or ana.clientes@ana.pt. 

3.2.4 PAYMENT DEFAULT  

Credit will be cancelled if a delay in payment occurs. Legal additional fees will be applied, such as interest over unpaid value. For more details, please contact nucleoclientes@ana.pt or ana.clientes@ana.pt. 

ANA reserves the right to refuse to provide airport services in the event of failure to pay overdue invoices. 

Under Portuguese law, ANA may detain an aircraft if airport charges are unpaid, applying to the aircraft in question or any operated by the debtor. Airlines cannot claim compensation or deduct charges without ANA’s written consent, and all fees must be paid in full.

Per Decree-Law no. 254/2012 and its amendments, ANA reserves the right to modify charges with prior written notice, following consultation with airlines.

Porto Airport is not just a transportation hub; it also offers a wide array of non-aviation services in order to enhance passenger experience.

Such services include:

•   Retail (Duty-Free and Concessions) - A diverse range of retail outlets that cater to both domestic and international travellers;

•   Real Estate - Ranging from office spaces to logistics and Cargo Facilities as well as hotels and conference centres;

•   Hotels - Park Hotel located just steps away from the terminal, early breakfast options, and soundproof rooms for restful stays. These hotels are recognized for their close collaboration with the airport, ensuring seamless check-in experiences and tailored amenities for passengers in transit.

•   Car Parking - For short-term parking, long-term parking, premium parking;
For more information, please refer to: https://www.portoairport.pt/en/opo/access-parking/for-your-full-comfort/parking.

•   Car Rental - On-site Rental Desks, representing global and local rental companies as well as Pre-booking Integration, through the airport website;

•   Advertising - premium advertising spaces for different targets.

For any queries related to extra aviation services which include Retail, Real Estate, Car Parking, Car Rental, Advertising and E-Commerce, please refer to the following: 

Advertising: advertising@ana.pt  

Retail: retail@ana.pt  

Car Rental: carrental@ana.pt

Real Estate and Office Spaces: realestate@ana.pt 

Car Parking and services like Via Verde, Online Booking and Reservations: www.ana.pt/en/business/commercial-services/car-parking or servicoscomerciais@ana.pt 
 
 

CUSTOMS - Alfândega do Aeroporto do Porto
Tel: +351 229 438 846/8
Website: https://aduaneiro.portaldasfinancas.gov.pt/ 
 

PSP – POLÍCIA DE SEGURANÇA PÚBLICA - Divisão de Segurança Aeroportuária e Controlo Fronteiriço 
Email: aeroporto.porto@psp.pt  
Tel: +351 222 092 012
Fax: +351 229 413 276
https://www.psp.pt 

  4.2.1 PASSENGER, CARGO AND RAMP HANDLING  

Blue Aviation Porto
Tel: +351 221158557 (H24); +351 917228109 (Station Manager); +351 917224371 (Ground Handling Training)
Email: blue.lppr@blue-aviation.com 
URL: https://blue-aviation.com/ 
 

Execujet Portugal
Tel: +351 220975399 Phone: +351 910991079
Email: fbo.lppr@execujet.com 
URL: https://www.execujet.com   
 

Gestavia Airport Services
Tel: +351 913588105 Phone: +351 914663637 (Operation)
Email: opo@gestavia.com 
URL: https://www.gestavia.com 
 

Menzies 
Tel: +351 961344797 (Station Manager)
Tel: +351 229432565 (HOC)
Email: hoc.opo@grounforce.pt 
Email: stationmanager.opo@groundforce.pt 
URL: https://menziesaviation.com/
 

OMNI Handling
Tel: +351 229432435
Tel: +351 915220210
Email: opo@omnihandling.com
URL: http://www.omnihandling.com 

Portway – Handling de Portugal, SA
Tel: +351 229432541
Phone: +351 961907984
Email: opscoordination.opo@portway.pt 
 

LGSP - Lufthansa Ground Services Portugal
Tel: +351 229437900
Tel: +351 961447436
Email: oposm@lufthansa-group.com
 

Safeport
Tel: +351 220987600; +351 910521604 Phone: +351 910553354 (manager on duty)
Email: oporto@safeport.aero 
URL: http://www.safeport.aero 

  4.2.2 CARGO, CATERING AND FUEL   

Portway – Handling de Portugal, SA
Tel: +351 229432541
Phone: +351 961907984
Email: opscoordination.opo@portway.pt 
 

MENZIES
Tel: +351 961344797 (Station Manager)
Tel: +351 229432565 (HOC)
Email: hoc.opo@grounforce.pt 
Email: stationmanager.opo@groundforce.pt 
 

CLA
(+351) 229439340/72
(+351) 229439379
E-mail: cla.catering@clacatering.pt 
 

Saba – Sociedade Abastecedora de Aeronaves, Lda
Aeroporto Sá Carneiro
Telf: +351 229 418 761

  4.2.3 AIRCRAFT CLEANING   

CLIMEX Porto
Tel: +351 225 194 200
Email: climex@climex.pt 


 

  4.2.4 AIRCRAFT MINOR REPAIRS BY ARRANGEMENT  

TAP – Air Portugal
Maintenance Telephone: +351 229485794
Mobile phone: + 351 927052560 / 351 968026572
FAX: +351 229487714
Email: manopo.me@tap.pt 
 

LAS – Louro Aeronaves e Serviços Lda.
Telephone / FAX: +351 229480568
Mobile Phone: +351 963050083 or +351 965448759
Email: las.porto@las.pt 
 
 

AERONAUTICAL INFORMATION SERVICE   

For aeronautical information concerning the Portuguese territory as well as the airspace under Portuguese jurisdiction, please consult the Portuguese Aeronautical Information Services at https://ais.nav.pt

The publication and distribution of all aeronautical information to guarantee the safety of air navigation is responsibility of NAV Portugal E.P., on behalf of the Portuguese State.

The website provides free access to the following publications and services provided by NAV Portugal E.P. Aeronautical Information Service, namely:

• Contingency Briefs 
• NOTAM Summaries 
• AIP (Aeronautical Information Publication and AMDTs) 
• AIP SUP (Supplements to AIP) 
• AIC (Aeronautical Information Circulars) 
• VFR Manual, AMDTs and VFR Manual Supplements 
• Provision of automated Pre-Flight Information Bulletins (PIB) and filing Flight Plans.

Aeroporto da Madeira

Address:  NAV Portugal, Aeroporto da Madeira

Email: miguel.correia@nav.pt

Tel: +351 218553100

https://www.madeiraairport.pt/en/fnc/home 
 

1.2.1 TRAFFIC PERMITS 

Flight operations in Portuguese airspace are subject to national civil aviation legislation. For operational requirements and authorizations, contact AIS – Aeronautical Information Service and ANAC – Portuguese Civil Aviation Authority for Traffic permits. Evidence of traffic rights may be requested for validation. In addition, as a fully coordinated airport, Airlines must secure slots prior to operation from Slot Coordination Portugal.

For more information, please see contacts details outlined below:
 

•    Before starting commercial operations at Madeira Airport, all airlines must obtain an official license granting access to the activity (Activity Access License). This authorization ensures compliance with national aviation regulations and operational standards. 

•    Once the Activity Access License has been issued, airlines must also acquire a Market Access License, issued by the airport itself. This license is essential for integrating into the airport’s commercial environment, including flight scheduling, resource allocation, and terminal usage. Airlines are encouraged to contact airport authorities well in advance to begin the application procedure and receive guidance on meeting all relevant legal and technical criteria.

1.2.2 DOCUMENTATION AND READINESS REQUIREMENTS

After an airline has been granted slots and traffic permits, the following documentation as well as any enquiries related to operations must be sent to SOAFNC@ana.pt and to regulacaoeconomica@ana.pt:

CONTACT INFORMATION

• Airline name, address and contact details;
• The names, addresses, telephone numbers and all other contact details of the operator’s key personnel, as well as an emergency contact for safety, security, operational or financial matters related to the use of facilities and services at the Airport.

 DOCUMENTATION   

• Relevant approvals from ANAC for traffic rights and security compliance; 
• Air Operator Certificate (AOC); 
• Evidence of adequate Emergency Response Plan (ERP) regarding any potential security threats; 
• Current insurance policies certificates for all aircraft to be used at the airport;
• Ground handling arrangements for operating crew, passengers and cargo as well;
• Aircraft details such as registration, serial number, ICAO aircraft operator; ICAO Annex 16 Chapter, aircraft type, MTOW, Number of engines; Seating; Flyover- Aircraft noise values take-off (EPNdB); Aircraft noise values sideline (EPNdB); Aircraft noise values approach (EPNdB);
• Type, registration configuration, MTOW and noise certificate;
• Minimum Turnaround Times (MTT) and boarding schedules, when applicable;
• Provide the carrier’s aircraft recovery plan and information regarding access to the IATP recovery kits.

Additionally, airlines starting operations at Madeira Airport must have a credit balance opened with the Billing Department (please refere to point 3.2).

The airline must promptly notify ANA of any significant changes to the information provided that could affect the application, processing, recovery of charges, or impact Airport operations. Furthermore, upon ANA’s request, the airline must supply updates to any of the aforementioned information.

Subject to confidentiality agreements, airlines may request in writing details concerning:

• Specific Airport Security arrangements that may apply;
• Airport emergency procedures;
• Airport Insurance policies;
• ANA's Facilities and Services at its Airports and specific operational procedures;
• The Airport's catchment area market and/or passenger profile. 

1.2.3 OPERATIONAL READINESS TEST 

Before starting operations, airlines may be requested to participate in an operational readiness test coordinated by the Airport.

The purpose of this exercise is to validate operational procedures and interfaces, including check-in systems, baggage processing, boarding passes, flight information displays, access control systems, and other relevant airport systems.
 

1.3.1 AIRPORT CARD   

Airline representatives at ANA airports require an Airport Identification Card to access infrastructure and restricted areas. For companies holding a Market Access License (LAM), their legal representative must notify the airport through a signed, authenticated statement stating:

• Complete identification
• Email
• Signature
• VAT number
• Address
• Telephone number of at least one Authorized Signatory to sign all documents regarding access requests to the airport.

A maximum of three Authorized Signatories will be allowed per operator. Upon reception of the complete identification, each of the Signatories will receive a Link and a Password to access the platform. The platform consists of three segments:

• Requisitioner - the user must fill out all the fields and attach an identification document ("Cartão de Cidadão" for Portuguese citizens or passport/ residence card for foreign citizens), an updated picture (< 6 months) and a background check (according to EU REG), which includes a criminal record.
• Access - the user will be asked to fill out a personal survey with their personal records covering the last 5 years according to the National Aviation Authority (ANAC) model. In the end of the process, the declaration of the successful completion shall be uploaded to the platform.
• Training - the user must have completed level 13/14 security training and airport safety training (e-learning). The latter is currently only provided by the airport.

For airlines that do not hold a Market Access License, the Airport Access Card must be requested through its respective handler.  

     
  
Email: mhcastanheira@ana.pt or CECAD@ana.pt 

1.3.2 STAFF CAR PARK  

The staff car parks at Madeira Airport are designated areas reserved for airport employees, providing secure and convenient parking.

Typically located within walking distance of key operational zones, it ensures easy access for staff working across various airport areas.

While not open to the public, these facilities are equipped with surveillance and controlled access to maintain safety and efficiency. 
Staff members require a valid permit to enter, and some areas may offer covered parking or shuttle services depending on the shift schedules and terminal proximity.

For more information, please contact servicoscomerciais@ana.pt or got to https://www.madeiraairport.pt/en/fnc/access-parking/for-your-full-comfort/parking   

ANA S.A. manages airport public service concessions in Portugal under Decree-Laws No. 254/2012 and No. 108/2013.

The Airport Service Quality Regime (ASQR), outlined in Annex 7 for the concession contracts, includes indicators for infrastructure availability and passenger-perceived quality.

Measurement formulas and minimum service levels were previously agreed with airlines representatives and penalties apply for non-compliance with these standards.

For more information regarding quality of service please visit: www.ana.pt/en/business/airlines/quality-of-service   

2.2.1 OPERATIONAL SYSTEMS REQUIREMENTS  

To prevent any risk impact on the wider airport community, the airline must notify ANA whenever any changes or replacement of its DCS occur.

Additionally, the airline must ensure that in the event of flight cancellation, the airline DCS and website is updated, and a valid SITA message (or other approved electronic method) is sent electronically to Slot Coordination Portugal.

The mandatory SITA message to send are SITATEXT Type B messages, namely MVT, LDM and PTM to SITA address FNCKAXH, Aeroporto da Madeira, Madeira Airports Management and Operations.

When using ANA's international terminal facilities for checking in passengers, the Airline must:

• Comply with the current conditions of the Common User Agreement; 
• Make suitable arrangements to use the Common Use Processing Passengers System (CUPPS) for checking passengers in.

helpdesk@ana.pt

2.2.2 GROUND OPERATIONS  

At ANA’s airports, all third-party ground handlers and airline self-handlers require a license with mandatory performance standards. Ground handling changes must go through an approval process, allowing sufficient time before operations begin. Airlines must ensure their handlers comply with ANA’s licensing terms and performance standards. Additionally, airlines must prioritize time-sensitive transfer passengers.

For more information, please refer to 1.2.1 Traffic Permits.

MAdeira International Airport Users

Following the entry into force of article 4 of Decree-Law no.275/99 of June 23rd (transposal of Council Directive 96/67/CE) Madeira International Airport Users’ Committee has been constituted. 

The Committee was established with the aim of developing competences of ground handling activities. The Committee has an advisory character in terms of questions regarding the ground handling activities. 

The Committee is composed of representatives of Madeira Airports. For Committee purposes, Airport Users are individual or collective people that perform passenger transport, freight or post at Lisbon Airport.

Should you need any further assistance, or you would like to confirm your seat within the Committee, please contact madeira.airports@ana.pt.

2.2.3 PASSENGER AND BAGGAGE PROCESSING SYSTEM  

To process baggage and passengers ANA has the following systems available:

• SSBD: Self Service Bag Drop, hybrid (agent or self-service) and pure self-service units (SITA/BCS); 
• BRS: Baggage management application both on terminal and ramp through dedicated workstations and handhelds; 
• BHS: Automatic baggage sorting; 
• CUPPS/CUTE: Common use Check-in in both Terminals (SITA); 
• Backoffice CUPPS: Workstation with possibility to include peripherals like ATB/BTP/DCP printers, LSR and MSR/OCR keyboard; 
• DCS: Connectivity Provided by SITA with direct integration with APH; 
• Fast Track: Priority path for Security Control with automatic BP integration reading; 
• App4Staff: Web and mobile application with real time flight operational information. 
• Airport Flight Information Display System (FIDS): Available throughout the airport (check- in/gate, common and operational areas) with customized logos/layout.  
The Logos and Full-Screen Logos must be sent to ahdpra@ana.pt preferably as vectorial in the formats: .eps / .cdr / .ai;
If Logos and Full-Screens Logos are not available in vectorial format, the following sizes must be considered:   
   a. Default logo 512x256, Format file: .jpg / .tiff;  
   b. Full-screen logos 1368x768, Format file: .png
• Airport Community APP - tool that connects airport staff and provides real time operational information in one place. 
• Bagage Source Messages (BSM): Airlines must ensure that Baggage Source Messages (BSM) are transmitted to the airport baggage systems via SITA network, in accordance with current IATA standards. Non-compliant messages may not be processed by airport systems.
• Passenger Service Messages (PSM): Passenger Service Messages (PSM) will be transmitted through SITA network to the designated airport address in accordance with applicable IATA messaging standards.
• Boarding Passes and Baggage Tags: Airlines must ensure that boarding passes and baggage tags generated through their systems comply with Lisbon Airport's technical requirements. Attention must be given to barcode and QR code quality to ensure successful processing at self-service equipment, e-gates, and Fast Track access control systems.
 

helpdesk@ana.pt 

2.2.4 CHECK-IN SIGNAGE  

Airlines and ground handling agents will comply with the Airport requirements regarding check-in signage, queue management equipment and passenger information displays.

Detailed technical specifications and operational requirements may be provided by Airport Operations during the implementation phase.

 

2.2.5 CCB PLATFORM  

Regarding the subscription of our CCB platform (CUPPS, CUSS and BRS) please contact helpdesk@ana.pt and provide the following information:

• Regarding the CUPPS, who is your Handling Agent? 
• Which DCS  (departure control system) are you going to use? Your own or the handler’s DCS? 
• The airport has a common-use BRS (Baggage Reconciliation System) system. Do you intend to use it? 
• Which is the email address you want to receive the manifests? 
• Are you going to use CUSS kiosks? If so, do you have a SITA certified app? Do you need to print BTP’s? 
• Will you need offices at the airport for the station manager? If so, do you need dedicated workstations? 
• Do you have a timetable for test use of CUPSS (peripheric and consumables)?

Also, ANA will need to know which service you want to subscribe to and if the billing is to be made directly to the airline.

For all prior information as well as for technical assistance on CCB and BRS matters, please contact helpdesk@ana.pt.  

2.2.6 INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICES  

The available ICT Systems at Lisbon Airport are:

• Data VLAN to interconnect all the offices in the Airport campus; 
• Full phone services with advanced PABX functions; 
• Telecommunications: ANA offers what companies based at the airport need to have a successful business; 
• Wireless LAN inside terminal and ramp area; 
• Trunking (TETRA); 
• Secure Authentication via Proxy RADIUS with Client's HQ; 
• Data Center Housing Provided by the Airport Authority or SITA, both with direct integration with APH; 
• Internet Access (Enterprise grade symmetric and redundant circuit via multiple ISP with public IP); 
• IPTV - TV with IP (Internet Protocol); 
• Custom made IT solutions.

Services have 24x7x365 support through our local Helpdesk at helpdesk@ana.pt.

ANA Airports' network management is based on a common use, airport wide network. For this reason, Airport authority is the only entity responsible for airport network cabling and Wi-Fi / beacons installation and management.

For more information contact telecoms@ana.pt or visit: www.ana.pt/en/business/commercial-services/telecommunications 

2.2.7 PASSENGER WITH REDUCED MOBILITY (PRM)  

The MyWay Service is available for passengers with disabilities or reduced mobility at ANA airports for departures, arrivals, and transit.

Booking: to ensure seamless assistance, requests must be made via airlines or travel agents at the time of booking, or at least 48 hours prior to departure.

Support: airlines coordinate with the specialised team to guarantee appropriate assistance throughout the journey.

Comprehensive Facilities: includes mobility aids such as escalators, lifts, adapted signage, and professional escort services for boarding and disembarking.

Dedicated Infrastructure: special contact points and designated parking spaces near terminal exits are available to provide added convenience for passengers with reduced mobility.
 

FNC PRM Service fncmyway@ana.pt 

For PRM notifications, it is mandatory to send PAL/CAL messages to SITA address, FNCKAXH.

2.2.8 CREW  

At Madeira Airport, there is a dedicated security checkpoint, Canal C, exclusively for crew members and airport staff. Crew are required to present their General Declaration at this checkpoint.
 

2.3.1 AIRPORT SERVICES  

ANA provides the following passenger services at Madeira:
 

ANA provides the following airline services at Madeira:
 

For more information, please visit Madeira Airport website or download our app so you can stay updated.

2.3.2 OTHER SERVICES 
 

When using ANA's Airport Facilities and Services, the Airline must acknowledge and comply with:

• All applicable legislation;
• Decisions or instructions from the Portuguese Civil Aviation Authority - ANAC or the Portuguese Government and relevant State Authorities;
• ANA's Airport Operations and Aerodrome Manuals;
• ANA's Airport Safety and Security Instructions;
• All payment requirements;
• Other conditions, instructions and directions necessary for daily operation at our Airports;
• Any local rules or guidelines defined by Airports and Slot Coordination Portugal;
• Local flying restrictions and remarks as published whenever necessary in the AD section of the Portuguese Aeronautical Information Publication (AIP).

PREMIUM SERVICES  

Passengers who wish to access a differentiated experience at Madeira Airport can avail themselves of the following services:

CIP services

Personalized assistance for Commercially Important Person (CIP) passengers, offering tailored support on departure and arrival, including fast-track flows, lounge access, exclusive vehicle transport, porterage, and more. Service requests must be made through airlines, companies, or agencies—passengers cannot book directly.

For more information about the available services and the applicable charges, please visit www.ana.pt/en/business/airlines/charges

slsousa@ana.pt , ernobrega@ana.pt

Lounge

ANA Lounge is located on the third floor, just beyond the security check and close to Madeira Airport’s shopping area / food court. It offers a private and comfortable space, with stunning views over the Desertas Islands.

Access to lounge service by airlines is guaranteed through quick procedures and integration. For more information, including Lounge Regulation, please  contact servicoscomerciais@ana.pt or go https://www.madeiraairport.pt/en/fnc/services-shopping/premium-services/ana-lounge. 
 
 

Fast track

At Madeira Airport, the Fast Track/Fast Lane service provides travellers with a faster and more seamless journey through security, ensuring convenience and efficiency.

The service can be booked online, and access is granted by presenting a QR code along with a boarding pass.

Access to fast track service by airlines is guaranteed through quick procedures and integration. For more information, including Fast Track Regulation, please contact servicoscomerciais@ana.pt or go to https://www.madeiraairport.pt/en/fnc/services-shopping/premium-services/fast-track.  
 

ANA applies three main types of airport charges: regulated charges (such as landing, passenger, and security fees), ground handling charges (for services like parking, towage, and refuelling), and commercial charges (covering areas such as lounges, advertising, and retail).

Regulated charges are approved by ANAC, the Portuguese Civil Aviation Authority.

For more information, please refer to: www.ana.pt/en/business/airlines/charges.
 
 

3.2.1 INFORMATION REQUIREMENTS  

Airlines must pay charges for the use of ANA airport facilities, services, and related supplies as determined by ANA Network Charges.

Charges accrue daily and are payable in euros upon demand or before departure unless otherwise agreed.

Payments must be made in full, without deductions, and any required taxes will be added to ensure the full amount is received.

Airlines are responsible for providing payment details, and VAT will be applied where applicable. 

For more information, please contact facturacao.dam@ana.pt 

More information on taxes and charges, please refer to www.ana.pt/en/business/airlines/charges 

3.2.2 PAYMENT TERMS  

Airlines operating at Madeira Airport are subject to being charged under the following terms: 

• Pre-payment regime;
• Granting of credit: payment within 15 days from date of issue of the invoices;
• Through payment representative (handler).

Notes  
Not applicable to the cash-based payment regime, since in this scheme all services and accesses provided are invoiced immediately by aerodrome services (SOA).

Details of payment terms:

• Invoices and payments are made in euros.
• In the Cash Basis Regime, the payment of all services must be made immediately after the invoice issuance, including terminal control duties from NAV, EP. The payment shall be made by the company or by the handler at airport services, prior to take-off.
• In the Pre-payment Regime, the payment of services estimated by ANA based on the flight schedule shall be made prior to any operation (the payment should be credited in ANA's Bank Account at least 3 days before the operation.
• To apply for the Credit Payment Regime, the client shall submit a written request to ANA, which will be subject to a case-by-case evaluation. In the event this regime is accepted, ANA reserves the right to make its decision to grant credit subject to the provision of a guarantee. The payment of invoices must be made within the established period, and the amount owed cannot, in any situation, exceed the amount of the guarantee presented.
• In case of non-compliance with the due date agreed for the invoice’s payment, daily late interest shall be payable by the debtor until the effective date of payment.
• The credit conditions assigned may be modified or cancelled by ANA with a 5 working days’ notice.
• In the event of non-compliance situations ANA may determine, without prior notice, the cancellation of the assigned credit and the consequent change to the cash / prepayment regime. The suspension of the provision of services will also be possible.

3.2.3 PAYMENT BY BANK TRANSFER  

For more details, please contact facturacao.dam@ana.pt. 

3.2.4 PAYMENT DEFAULT  

Credit will be cancelled if a delay in payment occurs. Legal additional fees will be applied, such as interest over unpaid value. For more details, please contact facturacao.dam@ana.pt.

ANA reserves the right to refuse to provide airport services in the event of failure to pay overdue invoices. 

Under Portuguese law, ANA may detain an aircraft if airport charges are unpaid, applying to the aircraft in question or any operated by the debtor. Airlines cannot claim compensation or deduct charges without ANA’s written consent, and all fees must be paid in full.

Per Decree-Law no. 254/2012 and its amendments, ANA reserves the right to modify charges with prior written notice, following consultation with airlines.

Madeira Airport is not just a transportation hub; it also offers a wide array of non-aviation services in order to enhance passenger experience.

Such services include:

• Retail (Duty-Free and Concessions) - A diverse range of retail outlets that cater to both domestic and international travelers;
• Real Estate - Ranging from office spaces to logistics and Cargo Facilities as well as hotels and conference centres.

For more information, please refer to: https://www.madeiraairport.pt/en/fnc/access-parking/for-your-full-comfort/parking 

• Car Parking - For short-term parking, long-term parking, Premium & Valet Parking, Electric Vehicle Charging Stations;
• Car Rental - On-site Rental Desks, representing global and local rental companies as well as Pre-booking Integration, through the airport website;
• Advertising - premium advertising spaces for different targets.

For any queries related to extra aviation services which include Retail, Real Estate, Car Parking, Car Rental, Advertising and E-Commerce, please refer to the following: 

Advertising: advertising@ana.pt  

Retail: retail@ana.pt  

Car Rental: carrental@ana.pt

Real Estate and Office Spaces: realestate@ana.pt 

Car Parking and services like Via Verde, Online Booking and Reservations: www.ana.pt/en/business/commercial-services/car-parking or servicoscomerciais@ana.pt 
 
 

CUSTOMS - Alfândega do Aeroporto da Madeira
Aeroporto da Madeira 
9100-105 Santa Cruz
Email: afunchal-am@at.gov.pt 
Tel: +351 291 524 653
https://www.portugal.gov.pt 

PSP – POLÍCIA DE SEGURANÇA PÚBLICA - Divisão de Segurança Aeroportuária e Controlo Fronteiriço 
Aeroporto da Madeira
9100-105 Santa Cruz 
Email: esa.madeira@psp.pt 
Tel: +351 291 520 889
https://www.psp.pt 

GNR – GUARDA NACIONAL REPUBLICANA
Aeroporto da Madeira
9100-105 Santa Cruz 
Email: ct.mad.dfun.faef@gnr.pt 
Tel: +351 291 520 700
https://www.gnr.pt 

  4.2.1 PASSENGER, CARGO AND RAMP HANDLING  

Portway
Aeroporto da Madeira, Terminal de Carga da Portway
9100-105 Santa Cruz
alexio.carvalho@portway.pt; ccfnc@portway.pt 
Tel: +351 291 520 915
https://www.portway.pt  
 

Menzies
Aeroporto da Madeira, Terminal de Carga da Menzies
9100-105 Santa Cruz 
Ricardo Ferreira:  ricardo.ferreira@menziesaviation.com 
Tel: +351 291 520 800 / 961 314 338
https://www.groundforce.pt 
 

 
  4.2.2 AIRCRAFT CLEANING  

Selima 
Aeroporto da Madeira
9100-105 Santa Cruz
Email: aeroporto.madeira@serlima.pt  
Tel: +351 962 980 852
 

  4.2.3 CATERING  

Serviflight
Aeroporto da Madeira
9100-105 Santa Cruz 
Email: armandodematos@serviflight.pr
Tel: +351 291 520 200 / +351 964 786 166
https://www.serviflight.pt
 

  4.2.4 FUEL  

REPSOL
Terminal de Carga da Repsol
9100-105 Santa Cruz 
Email: nelio.garcia@servexternos.repsol.com 
Tel: +351 962 980 852
https://www.repsol.com

AERONAUTICAL INFORMATION SERVICE   

For aeronautical information concerning the Portuguese territory as well as the airspace under Portuguese jurisdiction, please consult the Portuguese Aeronautical Information Services at https://ais.nav.pt. 

The publication and distribution of all aeronautical information to guarantee the safety of air navigation is responsibility of NAV Portugal E.P., on behalf of the Portuguese State.

The website provides free access to the following publications and services provided by NAV Portugal E.P. Aeronautical Information Service, namely:

• Contingency Briefs 
• NOTAM Summaries 
• AIP (Aeronautical Information Publication and AMDTs) 
• AIP SUP (Supplements to AIP) 
• AIC (Aeronautical Information Circulars) 
• VFR Manual, AMDTs and VFR Manual Supplements 
• Provision of automated Pre-Flight Information Bulletins (PIB) and filing Flight Plans.

Aeroporto de Lisboa - Alameda das Comunidades Portuguesas 1700-111 Lisboa

Email: lisbon.airport@ana.pt 

Tel: +351 218 413 500

www.aeroportolisboa.pt/en/lis/home

1.2.1 TRAFFIC PERMITS 

Flight operations in Portuguese airspace are subject to national civil aviation legislation. For operational requirements and authorizations, contact AIS – Aeronautical Information Service and ANAC – Portuguese Civil Aviation Authority for Traffic permits. Evidence of traffic rights may be requested for validation. In addition, as a fully coordinated airport, Airlines must secure slots prior to operation from Slot Coordination Portugal.

For more information, please see contacts details outlined below:
 

Before starting commercial operations at Lisbon Airport, all airlines must obtain an official license granting access to the activity (Activity Access License). This authorization ensures compliance with national aviation regulations and operational standards. 

Once the Activity Access License has been issued, airlines must also acquire a Market Access License, issued by the airport itself. This license is essential for integrating into the airport’s commercial environment, including flight scheduling, resource allocation, and terminal usage. Airlines are encouraged to contact airport authorities well in advance to begin the application procedure and receive guidance on meeting all relevant legal and technical criteria.

1.2.2 DOCUMENTATION AND READINESS REQUIREMENTS

After an airline has been granted slots and traffic permits, the following documentation as well as any enquiries related to operations must be sent to Pre and Post Operations Team ahdpra@ana.pt and to regulacaoeconomica@ana.pt:

CONTACT INFORMATION

• Airline name, address and contact details;
• The names, addresses, telephone number and all other contact details of the operator’s key personnel, as well as an emergency contact for safety, security, operational or financial matters related to the use of facilities and services at the Airport.

 DOCUMENTATION   

• Relevant approvals from ANAC for traffic rights and security compliance; 
• Air Operator Certificate (AOC); 
• Evidence of adequate Emergency Response Plan (ERP) regarding any potential security threats; 
• Current insurance policies certificates for all aircraft to be used at the airport;
• Ground handling arrangements for operating crew, passengers and cargo as well;
• Aircraft details such as registration, serial number, ICAO aircraft operator; ICAO Annex 16 Chapter, aircraft type, MTOW, Number of engines; Seating; Flyover- Aircraft noise values take-off (EPNdB); Aircraft noise values sideline (EPNdB); Aircraft noise values approach (EPNdB);
• Type, registration configuration, MTOW and noise certificate;
• Minimum Turnaround Times (MTT) and boarding schedules, when applicable;
• Provide the carrier’s aircraft recovery plan and information regarding access to the IATP recovery kits.

Additionally, airlines starting operations at Lisbon Airport must have a credit balance opened with the Billing Department (please refere to point 3.2).

The airline must promptly notify ANA of any significant changes to the information provided that could affect the application, processing, recovery of charges, or impact Airport operations. Furthermore, upon ANA’s request, the airline must supply updates to any of the aforementioned information.

Subject to confidentiality agreements, airlines may request in writing details concerning:

• Specific Airport Security arrangements that may apply;
• Airport emergency procedures;
• Airport Insurance policies;
• ANA's Facilities and Services at its Airports and specific operational procedures;
• The Airport's catchment area market and/or passenger profile. 

1.2.3 OPERATIONAL READINESS TEST 

Before starting operations, airlines may be requested to participate in an operational readiness test coordinated by Lisbon Airport.

The purpose of this exercise is to validate operational procedures and interfaces, including check-in systems, baggage processing, boarding passes, flight information displays, access control systems, and other relevant airport systems.
 

1.3.1 AIRPORT CARD   

Airline representatives at ANA airports require an Airport Identification Card to access infrastructure and restricted areas. For companies holding a Market Access License (LAM), their legal representative must notify the airport through a signed, authenticated statement stating:

• Access - the user will be asked to fill out a personal survey with their personal records covering the last 5 years according to the National Aviation Authority (ANAC) model. In the end of the process, the declaration of the successful completion shall be uploaded to the platform.  
• Training - the user must have completed level 13/14 security training and airport safety training (e-learning). The latter is currently only provided by the airport.

For airlines that do not hold a Market Access License, the Airport Access Card must be requested through its respective handler.  

     
  
Card Emission Department, Terminal 1, Level 6 - Office 6288 or Email: ahdgsa-nec@ana.pt

1.3.2 STAFF CAR PARK  

The staff car parks at Lisbon Airport are designated areas reserved for airport employees, providing secure and convenient parking.

Typically located within walking distance of key operational zones, it ensures easy access for staff working across various airport areas.

While not open to the public, these facilities are equipped with surveillance and controlled access to maintain safety and efficiency.

Staff members require a valid permit to enter, and some areas may offer covered parking or shuttle services depending on the shift schedules and terminal proximity.

For more information, please contact servicoscomerciais@ana.pt or got to https://www.ana.pt/en/business/commercial-services/car-parking  

ANA S.A. manages airport public service concessions in Portugal under Decree-Laws No. 254/2012 and No. 108/2013.

The Airport Service Quality Regime (ASQR), outlined in Annex 7 for the concession contracts, includes indicators for infrastructure availability and passenger-perceived quality.

Measurement formulas and minimum service levels were previously agreed with airlines representatives and penalties apply for non-compliance with these standards.

For more information regarding quality of service please visit: www.ana.pt/en/business/airlines/quality-of-service   

2.2.1 OPERATIONAL SYSTEMS REQUIREMENTS  

The Airline must have in place a system for electronic data exchange of SITA messages (or other approved electronic method) between its Departure Control Systems (DCS) and the Airports; and take all reasonable steps to ensure that accurate data is contained within the airline's central systems, websites, and the DCS at all times.

To prevent any risk impacting on the wider airport community, the airline must notify ANA whenever any changes or replacement of its DCS occur.

Additionally, the airline must ensure that in the event of flight cancellation, the airline DCS and website is updated, and a valid SITA message (or other approved electronic method) is sent electronically to Slot Coordination Portugal.

The mandatory SITA message to send are SITATEX Type B messages, namely MVT, LDM and PTM to SITA address LISKAXH, Humberto Delgado, Lisbon Airport Management and Operations.

When using ANA's international terminal facilities for checking in passengers, the Airline must:

• Comply with the current conditions of the Common User Agreement; 
• Make suitable arrangements to use the Common Use Processing Passengers System (CUPPS) for checking passengers in.

helpdesk@ana.pt

2.2.2 GROUND OPERATIONS  

At ANA’s airports, all third-party ground handlers and airline self-handlers require a license with mandatory performance standards (please refer to point 2.1, as the same rules apply).

Ground handling changes must go through an approval process, allowing sufficient time before operations begin. Airlines must ensure their handlers comply with ANA’s licensing terms and performance standards.

Additionally, airlines must prioritize time-sensitive transfer passengers.

For more information, please refer to 1.2.1 Traffic Permits.

Lisbon International Airport Users

Following the entry into force of article 4 of Decree-Law no.275/99 of June 23rd (transposal of Council Directive 96/67/CE) Lisbon International Airport Users’ Committee has been constituted. 

The Committee was established with the aim of developing competences of ground handling activities. The Committee has an advisory character in terms of questions regarding the ground handling activities. 

The Committee is composed of representatives of Lisbon Airport. For Committee purposes, Airport Users are individual or collective people that perform passenger transport, freight or post at Lisbon Airport.

Should you need any further assistance, or you would like to confirm your seat within the Committee, please contact  lisbon.airport@ana.pt.

2.2.3 PASSENGER AND BAGGAGE PROCESSING SYSTEM  

To process baggage and passengers ANA has the following systems available:

• SSBD: Self Service Bag Drop, hybrid (agent or self-service) and pure self-service units (SITA/BCS); 
• BRS: Baggage management application both on terminal and ramp through dedicated workstations and handhelds; 
• BHS: Automatic baggage sorting; 
• CUPPS/CUTE: Common use Check-in in both Terminals (SITA); 
• Backoffice CUPPS: Workstation with possibility to include peripherals like ATB/BTP/DCP printers, LSR and MSR/OCR keyboard; 
• DCS: Connectivity Provided by SITA with direct integration with APH; 
• Fast Track: Priority path for Security Control with automatic BP integration reading; 
• App4Staff: Web and mobile application with real time flight operational information. 
• Airport Flight Information Display System (FIDS): Available throughout the airport (check- in/gate, common and operational areas) with customized logos/layout.  
• Airport Community APP - tool that connects airport staff and provides real time operational information in one place. 
• Bagage Source Messages (BSM): Airlines must ensure that Baggage Source Messages (BSM) are transmitted to the airport baggage systems via SITA network, in accordance with current IATA standards. Non-compliant messages may not be processed by airport systems.
• Passenger Service Messages (PSM): Passenger Service Messages (PSM) will be transmitted through SITA network to the designated airport address in accordance with applicable IATA messaging standards.
• Boarding Passes and Baggage Tags: Airlines must ensure that boarding passes and baggage tags generated through their systems comply with Lisbon Airport's technical requirements. Attention must be given to barcode and QR code quality to ensure successful processing at self-service equipment, e-gates, and Fast Track access control systems.

The Logos and Full-Screen Logos must be sent to ahdpra@ana.pt preferably as vectorial in the formats: .eps / .cdr / .ai;

If Logos and Full-Screens Logos are not available in vectorial format, the following sizes must be considered:

• Logos 512x256, Format file: .jpg / .tiff;  
• Full-screen Logos 1368x768, Format file: .png

helpdesk@ana.pt 

2.2.4 CHECK-IN SIGNAGE  

Airlines and ground handling agents will comply with Lisbon Airport requirements regarding check-in signage, queue management equipment and passenger information displays.

Detailed technical specifications and operational requirements may be provided by Airport Operations during the implementation phase.

 

2.2.5 CCB PLATFORM  

Regarding the subscription of our CCB platform (CUPPS, CUSS and BRS) please contact helpdesk@ana.pt and provide the following information:

• Regarding the CUPPS, who is your Handling Agent? 
• Which DCS  (departure control system) are you going to use? Your own or the handler’s DCS? 
• The airport has a common-use BRS (Baggage Reconciliation System) system. Do you intend to use it? 
• Which is the email address you want to receive the manifests? 
• Are you going to use CUSS kiosks? If so, do you have a SITA certified app? Do you need to print BTP’s? 
• Will you need offices at the airport for the station manager? If so, do you need dedicated workstations? 
• Do you have a timetable for test use of CUPSS (peripheric and consumables)?

Also, ANA will need to know which service you want to subscribe to and if the billing is to be made directly to the airline.

For all prior information as well as for technical assistance on CCB and BRS matters, please contact helpdesk@ana.pt or lis.ccb.admin@ana.pt.ana.pt 

2.2.6 INFORMATION AND COMMUNICATION TECHNOLOGY SERVICES (ICT)  

The available ICT Systems at Lisbon Airport are:

• Data VLAN to interconnect all the offices in the Airport campus; 
• Full phone services with advanced PABX functions; 
• Telecommunications: ANA offers what companies based at the airport need to have a successful business; 
• Wireless LAN inside terminal and ramp area; 
• Trunking (TETRA); 
• Secure Authentication via Proxy RADIUS with Client's HQ; 
• Data Center Housing Provided by the Airport Authority or SITA, both with direct integration with APH; 
• Internet Access (Enterprise grade symmetric and redundant circuit via multiple ISP with public IP); 
• IPTV - TV with IP (Internet Protocol); 
• Custom made IT solutions.

Services have 24x7x365 support through our local Helpdesk at helpdesk@ana.pt.

ANA Airports' network management is based on a common use, airport wide network. For this reason, Airport authority is the only entity responsible for airport network cabling and Wi-Fi / beacons installation and management.

For more information contact telecoms@ana.pt or visit: www.ana.pt/en/business/commercial-services/telecommunications 

2.2.7 PASSENGER WITH REDUCED MOBILITY (PRM)  

The MyWay Service is available for passengers with disabilities or reduced mobility at ANA airports for departures, arrivals, and transit.

Requests must be made through airlines or travel agents when booking or at least 48 hours before departure.

Airlines make the request to ensure proper assistance.

MyWay includes mobility aids like escalators, lifts, signage, and professional escort services for boarding and disembarking.

Dedicated contact points and designated parking spaces near exits are available for reduced mobility passengers.

LIS PRM Service ahd.prm.service@ana.pt 

For PRM notifications, it is mandatory to send PAL/CAL messages to SITA address, LISMXRH.

2.2.8 CREW  

Lisbon Airport provides airlines operating from Lisbon with an application to submit crew declarations. To be granted access please get in touch with our local security team.
 

2.3.1 AIRPORT SERVICES  

ANA provides the following passenger services at LIS:
 

ANA provides the following airline services at LIS:
 

For more information please visit the Essential services area at Lisboa Airport website or download our app so you can stay updated.

2.3.2 OTHER SERVICES 
 

When using ANA's Airport Facilities and Services, the Airline must acknowledge and comply with:

• All applicable legislation;
• Decisions or instructions from the Portuguese Civil Aviation Authority - ANAC or the Portuguese Government and relevant State Authorities;
• ANA's Airport Operations and Aerodrome Manuals;
• ANA's Airport Safety and Security Instructions;
• All payment requirements;
• Other conditions, instructions and directions necessary for daily operation at our Airports;
• Any local rules or guidelines defined by Airports and Slot Coordination Portugal;
• Local flying restrictions and remarks as published whenever necessary in the AD section of the Portuguese Aeronautical Information Publication (AIP).

PREMIUM SERVICES  

Passengers who wish to access a differentiated experience at Lisbon airport can avail themselves of the following services:

CIP services

Personalized assistance for Commercially Important Person (CIP) passengers, offering tailored support on departure and arrival, including fast-track flows, lounge access, exclusive vehicle transport, porterage, and more. Service requests must be made through airlines, companies, or agencies—passengers cannot book directly.

For more information about the available services and the applicable charges, please visit www.ana.pt/en/business/airlines/charges

ahdbooking@ana.pt 
 

Lounge

The ANA Lounge is located in Terminal 1, near the Schengen shopping area / food court of Lisbon Airport. It is a private place, with about 900 m2 with a panoramic view of the runway.

Access to the lounge service by airlines is guaranteed through quick procedures and integration. For more information, including Lounge Regulation,  please contact servicoscomerciais@ana.pt or go www.lisbonairport.pt/en/lis/services-shopping/premium-services/ana-lounge. 
 

Premium passengers at Lisbon airport can avail themselves of the following services:
 

Fast track

At Lisbon Airport, the Fast Track service offers travellers a quicker and more convenient way to pass through security.

The service can be booked online, and access is granted by presenting a QR code along with a boarding pass.

Access to fast track service by airlines is guaranteed through quick procedures and integration. For more information, including Fast Track Regulation, please contact servicoscomerciais@ana.pt or go to www.lisbonairport.pt/en/lis/services-shopping/essential-services/fast-track 
 

Silent Airport Policy

Lisbon Airport operates under a Silent Airport concept. Boarding announcements are not routinely made. Public announcements are limited to operational disruptions, emergency situations and other exceptional circumstances.

ANA applies three main types of airport charges: regulated charges (such as landing, passenger, and security fees), ground handling charges (for services like parking, towage, and refuelling), and commercial charges (covering areas such as lounges, advertising, and retail).

Regulated charges are approved by ANAC, the Portuguese Civil Aviation Authority.

For more information, please refer to: www.ana.pt/en/business/airlines/charges.
 
 

3.2.1 INFORMATION REQUIREMENTS  

Airlines must pay charges for the use of ANA airport facilities, services, and related supplies as determined by ANA Network Charges.

Charges accrue daily and are payable in euros upon demand or before departure unless otherwise agreed.

Payments must be made in full, without deductions, and any required taxes will be added to ensure the full amount is received.

Airlines are responsible for providing payment details, and VAT will be applied where applicable. 

For more information, please contact facturacao.ahd@ana.pt

More information on taxes and charges, please refer to www.ana.pt/en/business/airlines/charges 

3.2.2 PAYMENT TERMS  

Airlines operating at Lisbon Airport are subject to being charged under the following terms: 

• Pre-payment regime;
• Granting of credit: payment within 15 days from date of issue of the invoices;
• Through payment representative (handler).

Notes  
Not applicable to the cash-based payment regime, since in this scheme all services and accesses provided are invoiced immediately by aerodrome services (SOA).

Details of payment terms:

• Invoices and payments are made in euros.
• In the Cash Basis Regime, the payment of all services must be made immediately after the invoice issuance, including terminal control duties from NAV, EP. The payment shall be made by the company or by the handler at airport services, prior to take-off.
• In the Pre-payment Regime, the payment of services estimated by ANA based on the flight schedule shall be made prior to any operation (the payment should be credited in ANA's Bank Account at least 3 days before the operation.
• To apply for the Credit Payment Regime, the client shall submit a written request to ANA, which will be subject to a case-by-case evaluation. In the case that this regime is accepted, ANA reserves the right to make its decision to grant credit subject to the provision of a guarantee. The payment of invoices must be made within the established period, and the amount owed cannot, in any situation, exceed the amount of the guarantee presented.
• In case of non-compliance with the due date agreed for the invoice’s payment, daily late interest shall be payable by the debtor until the effective date of payment.
• The credit conditions assigned may be modified or cancelled by ANA with a 5 working days’ notice.
• In the event of non-compliance situations ANA may determine, without prior notice, the cancellation of the assigned credit and the consequent change to the cash / prepayment regime. The suspension of the provision of services will also be possible.

3.2.3 PAYMENT BY BANK TRANSFER  

For more details, please contact facturacao.ahd@ana.pt. 

3.2.4 PAYMENT DEFAULT  

Credit will be cancelled if a delay in payment occurs. Legal additional fees will be applied, such as interest over unpaid value. For more details, please contact facturacao.ahd@ana.pt.

ANA reserves the right to refuse to provide airport services in the event of failure to pay overdue invoices.

Under Portuguese law, ANA may detain an aircraft if airport charges are unpaid, applying to the aircraft in question or any operated by the debtor. Airlines cannot claim compensation or deduct charges without ANA’s written consent, and all fees must be paid in full.

Per Decree-Law no. 254/2012 and its amendments, ANA reserves the right to modify charges with prior written notice, following consultation with airlines.

Lisbon Airport is not just a transportation hub; it also offers a wide array of non-aviation services in order to enhance passenger experience.

Such services include:

• Retail (Duty-Free and Concessions) - A diverse range of retail outlets that cater to both domestic and international travellers;
• Real Estate - Ranging from office spaces to logistics and Cargo Facilities as well as hotels and conference centres;
• Hotels - Lisbon Airport partners with a select group of hotels to offer travellers added convenience and comfort during their journey. Among the official partner hotels are the Meliá Lisboa Aeroporto and Hotel Star Inn Lisbon Aeroporto, both located just steps away from terminal 1 and offering complimentary shuttle services, early breakfast options, and soundproof rooms for restful stays. These hotels are recognized for their close collaboration with the airport, ensuring seamless check-in experiences and tailored amenities for passengers in transit.
For more information, please refer to: 
www.melialisboaaeroporto.com/ (4*)
www.hotelstarinn.com/lisboa/ (3*) 
• Car Parking - For short-term parking, long-term parking, Premium & Valet Parking, Electric Vehicle Charging Stations;
• Car Rental - On-site Rental Desks, representing global and local rental companies as well as Pre-booking Integration, through the airport website;
• Advertising - premium advertising spaces for different targets.

For any queries related to extra aviation services which include Retail, Real Estate, Car Parking, Car Rental, Advertising and E-Commerce, please refer to the following: 

Advertising: advertising@ana.pt  

Retail: retail@ana.pt  

Car Rental: carrental@ana.pt

Real Estate and Office Spaces: realestate@ana.pt 

Car Parking and services like Via Verde, Online Booking and Reservations: www.ana.pt/en/business/commercial-services/car-parking or servicoscomerciais@ana.pt 
 
 

CUSTOMS - Alfândega do Aeroporto de Lisboa
Edifício 134 Aeroporto de Lisboa 1700-111 Lisboa
Email: aalisboa@at.gov.pt 
Tel: +351 218 408 075
https://www.portugal.gov.pt 

PSP – POLÍCIA DE SEGURANÇA PÚBLICA - Divisão de Segurança Aeroportuária e Controlo Fronteiriço 
Aeroporto de Lisboa Edifício 11, Arruamento A
1700-008 Lisboa
Email: dsa.lisboa@psp.pt 
Tel: +351 218 444 530 , Ext: 21608
https://www.psp.pt 

GNR – GUARDA NACIONAL REPUBLICANA
Aeroporto de Lisboa, Rua B, Edifício 11
1700-008 Lisboa
Email: ct.lsb.dvfx.fael@gnr.pt 
Tel: +351 218 485 968
https://www.gnr.pt 

POSTO DE INSPEÇÃO FRONTEIRIÇO VETERINÁRIO
Área de Chegadas
Email: pcflislisboaa@dgav.pt  
Tel: ++351 218 492 434 / 919 551 607
https://www.dgav.pt/vaiviajar/ 

  4.2.1 PASSENGER, CARGO AND RAMP HANDLING  

Execujet Portugal 
Aeroporto de Lisboa Hangar 6, Apron 700 
1700-111 Lisboa 
Email: fbo.lppt@execujet.com  
Tel: +351 211 997 249 
https://www.execujet.com 

Safeport 
Aeroporto de Lisboa, Edifício C1, Hangar 7 
1749-035 Lisboa 
Email: lisbon@safeport.aero  
Tel: +351 210 040 400/10 
https://www.multiserviciosaeroportuarios.com

 
Portway 
Rua C, Edifício 124, 1.º Piso Aeroporto de Lisboa 
1700-008 Lisboa 
Pedro Pedroso: pedro.pedroso@portway.pt  
Tel: +351 218 445 000 
Mob: +351 968 980 065 
https://www.portway.pt  

Menzies 
Rua C, Edifício 25, 6.º Piso Aeroporto de Lisboa 1700-008 Lisboa 
Email: carla.almeida@menziesaviation.com; cargo.customer.service@groundforce,pt  
Tel: +351 218 431 192
Mob: +351 917 455 603
https://menziesaviation.com/

  4.2.2 AIRCRAFT CLEANING  

Iberlim 
Largo do Movimento das Forças Armadas 3, Alfragide 
2610-123 Amadora 
Elsa Garcia 
Email: elsa.garcia@iberlim.pt  
Tel: +351 210 420 862 
https://www.iberlim.pt

Carface 
Rua Correia Teles, 5.º Piso 1350-091 Lisboa 
Email: geral@carface.pt  
Tel: +351 218 001 389 
https://www.carface.pt

Execujet Portugal 
Aeroporto de Lisboa Hangar 6, Apron 700 
1700-111 Lisboa 
Email: fbo.lppt@execujet.com  
Tel: +351 211 997 249 
https://www.execujet.com  

Samsic Portugal 
Rua da Quinta da Fonte, Edifício Bartolomeu Dias Q44, Lote 8, 3º Andar 
2774-518 Paço de Arcos 
Email: info@samsic.pt  
Tel: +351 214 758 100 
https://www.samsic.pt/  

  4.2.3 CATERING  

CateringPor
Catering de Portugal, Rua C, Edifício 59, Aeroporto de Lisboa 1749-036 Lisboa
Email: catering@cateringpor.pt 
Tel: +351 218 547 100
https://www.cateringpor.pt

Resflight Portugal
Restflight Serviços de Catering
Rua D, Edifício 78, Aeroporto de Lisboa 1749-079 Lisboa
Email: lis.order@newrest.eu 
Tel: +351 218 558 228
https://www.newrest.eu

  4.2.4 FUEL  

BP
Fuel Farm 1750-364 Lisboa
Email: lisbonairport@bp.com 
Tel: +351 218 450 834
Tel: +351 919 216 395
https://www.airbp.com

OZ ENERGIA
Avenida Duque de Ávila ,  79 1000-139 Lisboa
Email: info@ozenergia.pt 
Tel: +351 213 500 700
https://www.ozenergia.pt

GALP
Fuel Farm 1750-364 Lisboa
Email: galp-aviation@galpenergia.com 
Tel: +351 217 240 739
https://www.galpenergia.com

REPSOL
Avenida José Malhoa, 16B – 8.º
1099-091 Lisboa
Email: aviacaoportugal@repsol.com 
Tel: +351 218 438 010
https://www.repsol.com