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:

SERVICE INDICATORS FIRST TRIMESTER 2019
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) 5,697 95% 99.96%
CARGO PLANE goods in T123 (within ATA + 8 hours) 405 95% 99.43%
WB COMBI AIRCRAFT goods in T123 (within ATA + 5 hours) 8,475 95% 99.49%
WB COMBI AIRCRAFT goods in T4 (within ATA + 6 hours) 15,363 95% 97.52%

* Measurements conducted on 29,940 import shipments in the first trimester of 2019, from all handling agents (except WFS).