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Airport Service Level Agreement

September 10th, 2021

It is therefore appropriate to define a number of indicators and quality of service parameters in order to identify weaknesses and implement improvement measures or procedures. The aim of these guidelines is to allow for discussions between all parties to ensure that the airport operates in a coherent and balanced manner, taking into account not only spatial requirements, but also demand, processing rates and perceived quality of service. The management of an airport requires the definition of service level agreements (SLAs) in order to determine the level of quality of services provided by a company, agent or concessionaire at the airport. The ACI “Best Practice Guidelines – Airport Service Levels Agreement Framework” contains a number of recommendations for the development of a contractual service level agreement framework between airport owners, operators, regulators and/or third parties. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), created in collaboration with ACI. The audience for these policies is the airport community, including airport owners, operators, regulators and/or third parties who are directly involved in day-to-day operations at airports. Where appropriate, a level of service agreement between interested parties should be formalised in order to ensure that the expected level of service is achieved throughout the journey per passenger, while ensuring that appropriate development triggers are provided to take into account the growth in demand or systemic changes affecting the overall performance of the airport system. Since the beneficiaries of these services are both the customer and the end users, a rigorous control and monitoring process of the perceived level of quality must be implemented. This information Data analysis and team feedback are included in the SLA performance report. This report is available to the client in a daily, weekly and monthly format, depending on the needs of each client.

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