Quality of Service

The 2019 Determination of Maximum Levels of Airport Charges at Dublin Airport (CP8/2019)  set out a comprehensive range of 22 targets to support passengers in their enjoyment of a high quality of service throughout the airport.The quality of service regime looks at the experiences of all passengers including those passengers who require additional assistance in travelling through the airport.

Financial adjustments were laid out in the 2019 Determination for incidents where quality standards were not adhered to. However, these adjustments were removed for 2020 and 2021 because of the impact of COVID-19 on airport operations. All metrics continue to be monitored and reported on where possible. In 2022, financial adjustments were reintroduced for security queue times and wait times for passengers with reduced mobility. These adjustments reduce the per passenger price cap for the year by between €0.0025 and €0.01 depending on the level of the breach. Assuming a passenger traffic level of 30 million per annum, this adjustment would represent foregone revenue of €75,000-€300,000 per daily breach.

Individual incidences of apparent non-compliance may be waived in the event that Dublin Airport can provide evidence of extenuating circumstances. It is expected that the likelihood of extenuating circumstances may remain higher, particularly in early 2022 as the new uncertainty associated with the Omicron wave may again impact short term traffic forecasts and the levels of staff absences.

Due to the impact of COVID-19, the Commission is currently conducting a review of the 2019 Determination for 2023-2026, to be completed by November 2022. This involves re-assessing the quality of service regime to ensure that it still reflects passenger priorities and expectations. The Passenger Advisory Group are being consulted throughout this process to provide the passenger perspective on service quality at the airport.

 

Quality of Service Updates

 

Summary of Quality of Service Performance under 2019 Determination to date

Q4 2021

In the Decision on an Interim Review of the 2019 Determination in relation to 2020 and 2021, we suspended all financial adjustments associated with quality of service targets for 2021. We continue to monitor Dublin Airport’s performance and provide updates for all metrics where measurement is possible.

The financial adjustments associated with security queue times and wait times for passengers with reduced mobility have been reintroduced for 2022, and as such this is the final quarter in which there is a general waiver.

There have been queues greater than 30 minutes at security on 81 instances across 33 days in the fourth quarter of 2021 at Dublin Airport. A large proportion of these breaches occurred in December (54). We continue to engage with Dublin Airport on this matter and it is working on reducing security queue times in order to meet the 2022 targets. The recruitment of new security officers is ongoing, as well as the provision of additional support from other areas of the business.

Dublin Airport met all targets for wait times for arriving passengers with reduced mobility. However, it did not meet the targets for departing passengers. The targets were not met for waiting times at the terminal reception point associated with pre-advised or non-pre-advised passengers. The performance relative to the targets is displayed here. We have discussed this with Dublin Airport, and they have attributed this performance to difficulties rebuilding the PRM operation when the ban on non-essential travel was lifted, as well as the high level of uncertainty and unpredictable growth that continued from this point. Further, it states that changing passenger behaviour associated with Covid-19, recruitment challenges, and increased processing times associated with clearance required for new staff also impacted the performance in this area. It will be necessary for Dublin Airport to address these issues in order to meet the targets in place for 2022.

There is no price cap adjustment for 2021.

Q3 2021

As decided in the Decision on an Interim Review of the 2019 Determination in relation to 2020 and 2021, financial penalties associated with quality of service targets have been suspended for 2021. We continue to provide the data on quality of service metrics where measurement remains possible.

The security queue times exceeded the 2019 Determination targets on a number of occasions this quarter. The security queue time exceeded 30 minutes on 41 occasions. The security queue times were not below 20 minutes at least 70% of the time on two days in August. The main reasons for these breaches are shortages of officers due to higher absence and attrition rates, higher passenger numbers than forecasted, and an increased processing time per passenger.

We have engaged with Dublin Airport on this matter and they have outlined a number of measures to improve security queue times moving forward. This includes new recruitment for officers, increased preparation and notices prior to security to reduce processing times, and additional support for security from other areas of the business.

Q2 2021

Dublin Airport met all targets. 

There is no price cap adjustment.

Q1 2021

It was decided in the 2020 Interim Review that all penalties associated with quality of service were to be suspended for 2021. We continue to publish updates on Dublin Airport’s performance in relation to these targets where measurement has remained possible.

In January 2021, the security queue times exceeded the targets set out in the 2019 Determination on two occasions in Terminal 2: January 2nd and 3rd. This was primarily due to there being larger numbers of departing passengers than had been planned for on these dates.

The security queue times also breached the target level on 26 March 2021. This was due to delays caused by the additional checks on departing passengers prior to screening. These checks were outside of the control of Dublin Airport.

Q4 2020

As decided in the Decision on an Interim Review of the 2019 Determination in relation to 2020 and 2021, financial penalties associated with quality of service targets have been suspended for 2020. We continue to provide the data on quality of service metrics where measurement remains possible.

The security queue times exceeded the 2019 Determination target in Terminal 1 on the 2nd, 12th, 17th and 26th of December, and in Terminal 2 on the 19th of December. This was due to a combination of Covid-19 related operational restrictions and a system reporting anomaly which has since been resolved.

The percentage of wait times for departing passengers requiring additional assistance was below the targets set out in the 2019 Determination. The pre-advised departures had a waiting time of less than 20 minutes in 94% of cases. In the case of departures where the airport was not pre-advised of assistance requirements, the wait time was a maximum 30 minutes in 98% of cases. This was due to operational restrictions caused by Covid-19.

There is no price cap adjustment.

Q3 2020

Dublin Airport met all targets. 

There is no price cap adjustment.

Q2 2020

Dublin Airport met all targets. 

There is no price cap adjustment.

Q1 2020

Due to the Covid-19 pandemic, we granted Dublin Airport an exemption for:

security queue breach on 26 March in Terminal 1 and

a breach of the satisfaction measure of arriving passengers with ground transport information.

For details on the temporary exemption of quality of service penalties due to Covid-19 see CN2/2020 and CN6/2020.

There is no price cap adjustment.

We publish the 2020-2024 results to date of Dublin Airport for the targets on the following 4 pages:

2010-2019 Reports

The reports in the table below present the results from the quality of service monitoring scheme at Dublin Airport from 2010-2019.

Year Quality of Service Reports
2019 Q1, Q2, Q3, Q4
2018 Q1Q2Q3Q4
2017 Q1Q2, Q3, Q4
2016 Q1, Q2, Q3, Q4
2015 Q1, Q2, Q3, Q4
2014 Q1, Q2, Q3, Q4
2013 Q1, Q2, Q3, Q4
2012 Q1, Q2, Q3, Q4
2011 Q1, Q2, Q3, Q4
2010 Jan-May , June-Sept , Q4

 

 

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