Quality of service aspects and associated criteria – passenger-related services and facilities Aspect Subjective Criteria Objective criteria Passenger surveys Airline surveys Other surveys Airport access facilities International services International services International services International services (taxi facilities, kerbside Capacity of terminal kerbside Average rating of kerbside taxi Nil Landside operators: space for pick-up and services and facilities designated pick-up and drop-off facilities drop-off) Domestic services Average rating of the availability for passenger pick up and drop off Average rating of taxi facilities and standard of taxi facilities provided to landside operators Nil waiting time such as taxis, and providers of Average rating of the availability other off-airport parking services, Average rating of kerbside space and standard of kerbside space measured in terms of the number congestion for pick-up and drop-off. of standard car park spaces. Domestic services Average rating of the overall Capacity of services and facilities system for addressing quality of Average rating of kerbside taxi designated for passenger pick-up service concerns. pick-up and drop-off facilities and drop-off provided to the public Average rating of management at no charge measured in terms Average rating of taxi facilities approach to concerns. of the number of standard car waiting time park spaces. Domestic services Average rating of kerbside space Domestic services congestion Landside operators: Capacity of terminal kerbside Average rating of the availability services and facilities designated and standard of taxi facilities for passenger pick-up and Average rating of the availability off provided to landside operators and standard of kerbside space such as taxis, and providers of for pick-up and drop off. other off-airport parking services, measured in terms of the number Average rating of the overall of standard car park spaces. system for addressing quality of service concerns. Capacity of services and facilities designated for passenger pick-up Average rating of management and drop-off provided to the public approach to concerns. at no charge measured in terms of the number of standard car park spaces.
Quality of service aspects and associated criteria – passenger-related services and facilities Aspect Subjective Criteria Objective criteria Passenger surveys Airline surveys Other surveys Airport access facilities (taxi facilities, kerbside space for pick-up and drop-off) International services Capacity of terminal kerbside services and facilities designated for passenger pick up and drop off provided to landside operators such as taxis, and providers of other off-airport parking services, measured in terms of the number of standard car park spaces. Capacity of services and facilities designated for passenger pick-up and drop-off provided to the public at no charge measured in terms of the number of standard car park spaces. Domestic services Capacity of terminal kerbside services and facilities designated for passenger pick-up and provided to landside operators such as taxis, and providers of other off-airport parking services, measured in terms of the number of standard car park spaces. Capacity of services and facilities designated for passenger pick-up and drop-off provided to the public at no charge measured in terms of the number of standard car park spaces. International services Average rating of kerbside taxi pick-up and drop-off facilities Average rating of taxi facilities waiting time Average rating of kerbside space congestion Domestic services Average rating of kerbside taxi pick-up and drop-off facilities Average rating of taxi facilities waiting time Average rating of kerbside space congestion International services Nil Domestic services Nil International services Landside operators: Average rating of the availability and standard of taxi facilities Average rating of the availability and standard of kerbside space for pick-up and drop-off. Average rating of the overall system for addressing quality of service concerns. Average rating of management approach to concerns. Domestic services Landside operators: Average rating of the availability and standard of taxi facilities Average rating of the availability and standard of kerbside space for pick-up and drop off. Average rating of the overall system for addressing quality of service concerns. Average rating of management approach to concerns. off
Guideline%20for%20quality%20of%20service%20monitoring%20at%20airports%20-%202015.DOCX