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) 5,028 95% 99.78%
CARGO PLANE goods in T123 (within ATA + 8 hours) 471 95% 99.79%
WB COMBI AIRCRAFT goods in T123 (within ATA + 5 hours) 7,776 95% 99.30%
WB COMBI AIRCRAFT goods in T4 (within ATA + 6 hours) 14,100 95% 98.38%

* Measurements conducted on 27,375 import shipments in the second quarter of 2019, from all handling agents (except WFS).