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Latest News 2011

Dublin Airport Beats Regulator’s Service Quality Targets

November 04 2011

 The new Autopass system in Terminal 1 at Dublin Airport

During Dublin Airport’s peak summer season 92% of passengers queued at security screening for less than five minutes, according to the latest Quality of Service Monitoring report from the independent aviation regulator.

The report by the Commission for Aviation Regulation (CAR) shows that between July and September, Dublin Airport comfortably exceeded the aviation regulator’s service quality targets for security queue times and the availability of the baggage system.

CAR tracks statistics on security queue times and the availability of the baggage system at Dublin Airport and can levy significant fines on DAA if targets are not met.

The target for security screening is that passengers spend less than 30 minutes queuing for passenger search. But the study found that at no time during the three months did the queue exceed 20 minutes in either Terminal 1 or Terminal 2.

More than 99% of passengers queued for less than 10 minutes at security, during the three months. Queues are measured every 15 minutes, and about 15,000 separate measurements were taken between July and September.

The regulator’s report, which was issued yesterday, found that Dublin Airport’s inbound baggage system was available 99.99% of the time, beating the 99% target and that the availability of the outbound baggage system also exceeded the CAR target.

DAA’s Chief Operations Officer Robert Hilliard said the “excellent results” on security queue waiting times and baggage system availability had been achieved with hard work from all those involved. “Processing 92% of our passengers within five minutes and ensuring that just over 99% of passengers queued for less than 10 minutes at security is an incredible achievement.”

He added that beating the CAR targets meant that the company was continuing to provide an outstanding service to our passenger and airline customers in the areas of security queue waiting times and baggage system availability.

CAR also reported that Dublin Airport met all 10 quality targets measured by the ACI passenger survey for the second quarter of this year, which includes areas such as courtesy and helpfulness of staff, cleanliness, and overall satisfaction levels with the airport.

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