Airlines
Service Quality
The Quality of Service is a main focus of ANA's performance, and every day we work to improve your experience at our airports.
To achieve this goal, we assess the level of passenger satisfaction according to Airport Council International (ACI) Airport Service Quality Survey (ASQsurvey) program, which gathers the participation of 300 airports worldwide, 109 of which are European, with more than 500,000 passengers being surveyed every year, of which about 9,000 at ANA.
ANA also monitors the performance of the various airport processes in order to sustain improvement actions: waiting times in security and passport control processes, waiting time for baggage availability upon arrival, availability of airport infrastructures (runway, stands, equipment to support mobility, among others).
Below you can check the performance of ANA Airports in the various parameters.
Note: The documents below whose originals are signed correspond to these documents, but are published without signatures for reasons of personal data protection.
-
Payment by ANA, S.A. of penalties incurred under the 2023 Airport Quality of Service Regime (RQSA)
Under the provisions of Annex 7 of the Concession Contract relating to the Airport Quality of Service Regime (RQSA), ANA SA is subject to financial penalties in the event of non-compliance with a specific set of minimum service levels established for infrastructure availability indicators and passenger satisfaction levels.
ANA considers airport service quality, including the RQSA, a key factor in its airports' competitiveness. For this reason, ANA's strategy will continue to focus on systematically monitoring and analysing performance indicators and designing appropriate service solutions, taking into account regulatory requirements and increasing the value of the service proposal to airlines, passengers, and business partners.
Calculating and validating the penalties to be paid took longer than usual due to doubts about the calculation of regulated revenue for 2023 between ANA and ANAC, which have since been fully clarified.
In 2023, there were 17 non-compliances at Lisbon, Porto and Faro Airports, which, in total, resulted in a penalty of 1,990,250 euros, divided as follows by the airport, quarter and indicator:
As far as the baggage delivery indicator is concerned, this is primarily associated with the performance of processes for which the Ground Handling Agents are predominantly responsible. Even so, recognising the importance of ensuring excellent service for passengers, ANA has been developing a series of initiatives based on continuous work to raise awareness, share information, and set demanding standards with these agents. These measures, which reflect ANA's commitment to constantly improving service quality, have been communicated in a regular and structured manner, both to Users and to ANAC, thus ensuring transparency and alignment with the expectations of all stakeholders.
To operationalise the return to the airlines of the amounts established, the following procedures will be applied:
- Credit notes will, like the invoicing process, be issued by each airport and, at that level, by the customer;
- In the case of customers with a current account, the credit notes will be deducted from each customer's account balance;
- There is the possibility of cash reimbursement from the company's treasury for cash clients;
- After a period of one year from the date of publication of the refund, ANA will report to ANAC the customers who have not claimed the credit and the respective amounts;
- The bank transfer option will result in a minimum refund of €100. The beneficiary must bear the costs of the transfer.Please consult the list of clients published for Lisbon, Porto and Faro airports:
RQSA 2023 penalty clearance list - Lisbon Airport
-
Payment by ANA, S.A. of penalties incurred under the 2022 Airport Quality of Service Regime (ASQR)
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (ASQR), ANA, S.A. is subject to financial penalties if it is in breach of a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2022, there were 18 non-compliances of ASQR minimum service levels at Lisbon, Porto Faro and Ponta Delgada Airports, as detailed below:
Lisbon Airport
• Baggage delivery, first (peak and off-peak) and last baggage (peak and off-peak), in the second, third and fourth quarter
• People movers – travelators availability (peak and off peak), in the first quarter
Porto Airport
• Baggage delivery, first baggage, in the second, third and fourth quarter
Faro Airport
• Baggage delivery, first baggage, in the second, third and fourth quarter
Ponta Delgada Airport
• People movers – elevators availability, in the second quarter
Specifically with regard to baggage delivery, it should be noted that the indicator in question results from procedural performance mostly under the responsibility of ground handling agents, where ANA, S.A. has limited influence on the service levels achieved in this indicator. Even so, ANA, S.A. has made efforts to monitor and raise awareness and standards among these agents to improve passenger service quality, and has notified users and the regulatory authority (ANAC) of these initiatives.
ANA believes that service quality at airports falling under the ASQR – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.
After confirming ANAC’s 2022 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport.
The following procedures will be used to reimburse airlines for these amounts:
• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Much like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.Please see the customer list published for Lisbon Airport
Please see the customer list published for Porto Airport
Please see the customer list published for Faro Airport
Please see the customer list published for Ponta Delgada Airport
-
Payment by ANA, S.A. of penalties incurred under the 2021 Airport Quality of Service Regime (ASQR)
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (ASQR), ANA S.A. is subject to financial penalties if it is in breach of a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2021, there were seven breaches at the Lisbon, Porto and Madeira Airports, as detailed below:
Lisbon Airport:
- Availability of travelators, peak and off-peak (in the third quarter), and peak (in the fourth quarter);
- Baggage delivery, first (off-peak) and last baggage (peak), in the third quarter;Porto Airport:
- Security control, in the third quarter;Madeira Airport:
- Baggage delivery, first baggage, in the third quarter;The above-mentioned breaches occurred in a setting of a major rebound in passenger traffic, still under the effects of the pandemic, revealing the undersizing of teams and disruption to replacement parts for equipment.
Specifically with regard to baggage delivery, it should be noted that the indicator in question results from procedural performance mostly under the responsibility of ground handling agents, where ANA S.A. has limited influence on the service levels achieved in this indicator. Even so, ANA S.A. has made efforts to monitor and raise awareness and standards among these agents to improve passenger service quality, and has notified users and the regulatory authority (ANAC) of these initiatives.
ANA believes that service quality at airports falling under the ASQR – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.
After confirming ANAC’s 2021 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport.
The following procedures will be used to reimburse airlines for these amounts:
- Publication of all customers with amounts receivable, per airport, at ANA's website;
- Much like the billing process, credit notes will be issued per customer and per airport;
- For current account customers, credit notes will be applied against the customer’s account balance;
- The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
- One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
- There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
Please see the customer list published for the Lisbon Airport:
Airlines with amounts to receive ASQR 2021 - LISPlease see the customer list published for the Porto Airport:
Airlines with amounts to receive ASQR 2021 - OPOPlease see the customer list published for the Madeira Airport:
Airlines with amounts to receive ASQR 2021 - FNC -
Payment by ANA, S.A. of penalties incurred under the 2023 Airport Quality of Service Regime (ASQR)
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (ASQR), ANA S.A. is subject to financial penalties if it is in breach of a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2020, there were 5 non-compliances of ASQR minimum service levels resulting in the following amounts of penalties, per airport, to be returned to the Airlines:
Lisbon Airport: 53.427 euros
• Baggage delivery, last baggage (off-peak), in first quarter and (peak) in second quarter;
• People Movers – Travelators (peak and off-peak) in second quarter.
Faro Airport: 873 euros
• Baggage delivery, first baggage, in the second quarter.
The situations of non-compliance mentioned above took place in the context of the pandemic and the implementation of the state of emergency, in which there was strong pressure and uncertainty associated with the disruptions in the companies' operations, which meant that resources, processes and procedures had to be redefined/adapted. This period was also characterized by instability at work.It should also be noted that the baggage delivery indicator is the result of the performance of processes for which the ground handling agents are mainly responsible, and that ANA SA therefore has little influence on the service levels achieved in this indicator. Nevertheless, ANA SA has been working to raise awareness and demand that these agents improve the quality of service provided to passengers and has communicated these initiatives to users and the regulator (ANAC).
ANA, S.A. considers the service quality at airports, including the ASQR, to be a key factor in the competitiveness of its airports. For this reason, ANA's strategy will continue to focus on the systematic monitoring and analysis of performance indicators and the design of appropriate service solutions, taking into account regulatory requirements, which at the same time make it possible to increase the value of the service offered to companies, passengers and business partners.
The process of calculating and validating the amounts of penalties to be returned to ANAC took longer due to the dispute between ANA and the regulator over the calculation of regulated revenue for 2020.
In order to operationalise the return of the calculated amounts to the airlines, the following procedures will be applied:• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• After a period of one year from the date of publication of the refund, ANA will report to ANAC the customers who have not claimed the credit and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
-
Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Lisbon Airport
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (RQSA), ANA S.A. is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
In 2019 there were six non-compliances of the indicator related to Availability of Baggage on Arrival at Lisbon Airport, as detailed below:
• Availability of last baggage: Lisbon Airport (Q2, peak and non-peak; Q3, peak and non-peak and Q4, peak and non-peak)
Despite these non-compliances, note that they were limited to a single indicator and occurred under circumstances of extremely high growth in passenger traffic in which Lisbon Airport surpassed the milestone of 31 million passengers in one year, with an ensuing surge in the scope and pressure of infrastructure and service quality.
Furthermore, it should be noted that the indicator in question results from procedural performance mostly under the responsibility of ground handling agents, where ANA S.A. has limited influence on the service levels achieved in this indicator. Even so, ANA S.A. has made efforts to raise awareness and standards among these agents to improve passenger service quality and has notified users and the regulatory authority (ANAC) of these initiatives.
ANA S.A. believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA S.A.’s strategy will continue to focus on systematically analysing and monitoring performance indicators and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.
The process of determining and validating the amounts of penalties to be reimbursed to ANAC has been more time-consuming, due to a disagreement between ANA and the regulator on the calculation of 2019 regulatory income.
Nonetheless, although not agreeing with ANAC's interpretation in this regard, thereby reserving the right to employ the available means, including legal, to defend its rights, ANA S.A. was able to determine ASQR penalties in accordance with ANAC’s decisions involving the calculation of the 2019 estimation error adjustment of the Lisbon Group and, sequentially, the individual amounts to be allocated to airlines proportionally to the size of regulatory income at the Lisbon Airport.
In view of the existing disagreement, any change to the calculation of 2019 regulatory income imposed by judicial ruling will be duly included in the process of calculating and paying 2019 ASQR penalties.
The following procedures will be used to reimburse airlines for these amounts:
• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Much like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
Please see the customer list published for the Lisbon Airport:
-
Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Porto Airport
Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (RQSA), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.
At the Porto Airport, in 2019, there were five non-compliances registered in indicators subject to penalties, including three related to Availability of Baggage on Arrival – 1st Baggage and two related to Hand Baggage and Passenger Security Control, as detailed below:
• Availability of first baggage: Porto Airport (2Q19, 3Q19 and 4Q19)
• Hand Baggage and Passenger Security Control: Porto Airport (3Q19 and 4Q19)
Despite these situations of non-compliance, note that they were limited to a small group of service quality indicators, and occurred in a backdrop of extremely high growth in commercial passenger traffic in 2019 (+9.8% year-over-year at OPO), consequently increasing the scope and pressure of requirements on infrastructure and service quality.
Note that indicators related to baggage availability upon arrival result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved. For this reason, ANA has continued to work with these agents to improve passenger service quality, and has regularly notified the airlines and regulatory authority (ANAC) of these initiatives.
With regard to hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing, together with contractual changes with security service providers to enhance the process, as borne out by the results achieved at the Porto Airport at the start of 2020.
ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering its service value proposition to companies, passengers and business partners.
After confirming ANAC’s 2019 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at the Porto Airport.
The following procedures will be used to reimburse airlines for these amounts:
• Publication of all customers with amounts receivable, per airport, at ANA's website;
• Much like the billing process, credit notes will be issued per customer and per airport;
• For current account customers, credit notes will be applied against the customer’s account balance;
• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.
Please see the customer list published for the Porto Airport:
Documents 2024
-
Passenger satisfaction levels Q3 2024.pdf
324.79 KB
-
Airport infrastructure availability Q3 2024.pdf
195.02 KB
-
Passenger satisfaction levels Q2 2024.pdf
340.16 KB
-
Airport infrastructure availability Q2 2024.pdf
199.04 KB
-
Passenger satisfaction levels - Q12024.pdf
318.87 KB
-
Airport infrastructure availability - Q12024.pdf
198.55 KB
-
Technical Note AQSR 2024.pdf
133.7 KB
Documents 2023
-
Airport infrastructure availability Q4 2023.pdf
198.39 KB
-
Passenger satisfaction levels Q4 2023.pdf
314.86 KB
-
Airport infrastructure availability Q3 2023.pdf
202.85 KB
-
Passenger satisfaction levels Q3 2023.pdf
315.85 KB
-
Airport infrastructure availability Q2 2023.pdf
199.08 KB
-
Passenger satisfaction levels Q2 2023.pdf
314.62 KB
-
Airport infrastructure availability Q1 2023.pdf
203.12 KB
-
Passenger satisfaction levels Q1 2023.pdf
281.97 KB
-
Technical Note AQSR 2023.pdf
135.53 KB
Documents 2022
-
Airport infrastructure availability Q4 2022.pdf
192.5 KB
-
Passenger satisfaction levels Q4 2022.pdf
278.41 KB
-
Airport infrastructure availability Q3 2022.pdf
202.43 KB
-
Passenger satisfaction levels Q3 2022.pdf
270.19 KB
-
Airport infrastructure availability Q2 2022.pdf
195.96 KB
-
Passenger satisfaction levels Q2 2022.pdf
274.61 KB
-
Airport infrastructure availability Q1 2022.pdf
204.4 KB
-
Passenger satisfaction levels Q1 2022.pdf
333.36 KB
-
Technical note AQSR 2022.pdf
135.54 KB
Documents 2021
-
Airport infrastructure availability Q4 2021.pdf
214.43 KB
-
Passenger satisfaction levels Q4 2021.pdf
153.62 KB
-
Airport infrastructure availability Q3 2021.pdf
212.54 KB
-
Passenger satisfaction levels Q3 2021.pdf
151.58 KB
-
Airport infrastructure availability Q2 2021.pdf
212.07 KB
-
Passenger satisfaction levels Q2 2021.pdf
151.07 KB
-
Airport infrastructure availability Q1 2021.pdf
211.99 KB
-
Passenger satisfaction levels Q1 2021.pdf
150.96 KB
-
Technical note AQSR 2021.pdf
133.59 KB
Documents 2020
-
Airport infrastructure availability Q4 2020.pdf
215.39 KB
-
Passenger satisfaction levels Q4_2020.pdf
153.57 KB
-
Airport Infrastructure Availability Q3 2020.pdf
213.36 KB
-
Passenger Satisfaction Levels Q3 2020.pdf
151.57 KB
-
Airport infrastructure availability Q2 2020.pdf
212.51 KB
-
Passenger satisfaction levels Q1 2020.pdf
151.97 KB
-
Airport infrastructure availability Q1 2020.pdf
213.23 KB
-
Technical Note AQSR 2020.pdf
246.67 KB
