Quality standards

Distinguishing between those cases where prior notice is given and those where no prior notice is given and between departure and arrival passengers, these are the maximum waiting times:

Maximum waiting time for assistance for departures where prior notice has been given

  • 80% users: 10 minutes from notice of arrival.
  • 90% users: 20 minutes from notice of arrival.
  • 100% users: 30 minutes from notice of arrival.

Maximum waiting time for assistance for departures where no prior notice has been given

  • 80% users: 25 minutes from notice of arrival.
  • 90% users: 35 minutes from notice of arrival.
  • 100% users: 45 minutes from notice of arrival.

Maximum time elapsed until the availability (*) of the service at Arrivals with prior notice

  • 80% users: 5 minutes from arrival (**) of the plane.
  • 90% users: 10 minutes from arrival (**) of the plane.
  • 100% users: 20 minutes from arrival (**) of the plane.

Maximum time elapsed until the availability (*) of the service at Arrivals without prior notice

  • 80% users: 25 minutes from arrival (**) of the plane.
  • 90% users: 35 minutes from arrival (**) of the plane.
  • 100% users: 45 minutes from arrival (**) of the plane.

(*) Note: availability is considered as the time when the agent is present at the boarding/plane gate.

(**) Note: the arrival time of the plane is deemed as the moment the chocks are in place.