Service excellence

The airport's handling agents are committed to continuously improving the service.

The goods terminal handling agents who provide services to airlines operating at Adolfo Suárez Madrid-Barajas Airport are committed to excellence and continuous improvement in providing their services.

As a result of this commitment, they have adopted common indicators and targets, and a monthly measuring process that enables them to publish the following quarterly service indicators:

Imported goods handled by agents or customs services Nº of shipments of the sample Target % of shipments that meet the target (*)
RFS goods (within ATA + 4 hours) 12,194 95% 98.96%
CARGO PLANE goods in T123 (within ATA + 8 hours) 1,963 95% 97.50%
WB COMBI AIRCRAFT goods in T123 (within ATA + 5 hours) 19,593 95% 99.17%
WB COMBI AIRCRAFT goods in T4 (within ATA + 6 hours) 19,582 95% 97.96%

* Measurements conducted on 53,332 import shipments in the third trimester of 2016, from all handling agents.