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) 8,984 95% 99.89%
CARGO PLANE goods in T123 (within ATA + 8 hours) 7,829 95% 99.98%
WB COMBI AIRCRAFT goods in T123 (within ATA + 5 hours) 10,677 95% 99.92%
WB COMBI AIRCRAFT goods in T4 (within ATA + 6 hours) 15,288 95% 97.44%

* Measurements conducted on 42,778 import shipments in the third trimester of 2018, from all handling agents (except WFS).