Quality of aviation services provided to passengers

From January 1, 2015, new ENAC Circulars came into force:

• GEN-06 - Quality of air transport services: standard Service Charters for airport managers and airline carriers;
• GEN-06 - Application of Regulation (EC) no. 1107/2006 and quality of services provided to persons with disabilities and reduced mobility in air transport which modified quality indicators set of the Airport Manager’s Service Charter.

The new dashboard of indicators most consistent with the evolution of airport services is enhanced with specific parameters to measure satisfaction of passengers with reduced mobility who benefit from airport services.
2015 targets are included only for indicators already in the old regulatory scheme and confirmed by new Circulars. Only for these indicators was it possible to share with stakeholders the results achieved in 2014 and formalize the related targets for 2015.
For new quality indicators introduced by Circulars, performance tracking began in 2015 and allowed to gather the elements necessary to formalize the 2016 targets.
Overall, performance recorded in 2015 was very positive.
All parameters reached very satisfactory service levels and targets (where formalized) were almost all achieved.