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  SKP :  22.08.2019,13:21
 
 

QUALITY INDICATOR

The quality indicators for assistance to the disabled and PRM will be followed based on paragraph 5 of Part I of the ECAC Document 30.

DEPARTING PASSENGERS

 For pre-booked departing customers upon arrival at the airport, once they have made themselves known:
 • 80% of customers should wait no longer than 10 minutes
 • 90% should wait for no longer than 20 minutes
 • 100% should wait for no longer than 30 minutes.

 For non-pre-booked departing customers upon arrival at the airport, once they have made themselves known:
• 80% of customers should wait no longer than 25 minutes
 •90% should wait no longer than 35 minutes
• 100% should wait no longer than 45 minutes.

Subject to pre-notification, 100% of departing customers who are at the designated departure point within the stipulated time should reach their aircraft in time to enable timely pre-boarding and departure.

ARRIVING PASSENGERS

For pre-booked arriving customers
Assistance should be available at the gate / aircraft side for:
• 80% of customers within 5 minutes of “on chocks”
• 90% within 10 minutes
• 100% within 20 minutes.

For non-pre-booked arriving customers
Assistance should be available at the gate / aircraft side for:

 • 80% of customers within 25 minutes of “on chocks”
• 90% within 35 minutes.
• 100% within 45 minutes.

 
 
 
  SKP :  22.08.2019,13:21
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