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Service Standards
Service Standards
Customer waiting times have been defined in order to minimise inconvenience and achieve aircraft turn-round target of 25 minutes:
All departing customers must reach their aircraft in time to enable timely pre-boarding. It is essential that arriving customers disembark their aircraft as quickly as possible in order not to compromise operational turn-round of aircraft.
Customer Waiting Times
1. For Pre-Booked Departing Customers
Upon arrival at the airport, once they have made themselves known:
- 95% of customers should wait for no longer than 10 minutes for assistance.
- 100% should wait for no longer than 20 minutes.
2. For Non Pre-Booked Departing Customers
Upon arrival at the airport, once they have made themselves known:
- 95% of customers should wait for no longer than 15 minutes.
- 100% should wait for no longer than 25 minutes.
3. For Pre-Booked Arriving Customers
Assistance should be available at the aircraft side for:
- 99% of customers when the aircraft arrives "on chocks".
- 100% within 5 minutes of "on chocks".
4. For Non Pre-Booked Arriving Customers
Assistance should be available at the aircraft side for:
- 90% of customers within 10 minutes of "on chocks".
- 100% within 15 minutes of "on chocks".
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