Quality of Service

The 2019 Determination of Maximum Levels of Airport Charges at Dublin Airport (CP8/2019)  sets a comprehensive range of 22 targets to support passengers in their enjoyment of a high quality of service throughout the airport. From 2020 to 2024, the quality of service regime will continue to look at all the experiences of all passengers but will also focus on those passengers who require additional assistance in travelling through the airport. 

If the standards set out in the 2019 Determination are not adhered to by Dublin Airport, penalties will apply. The price cap at risk per breach of most targets is €0.01. The exception is the price cap at risk of the security queue target which ranges between €0.005 and €0.02 depending on the level of the breach. Assuming a passenger traffic level of 30 million per annum, this price cap at risk would represent foregone revenue of €300,000 per breach.


Summary of Quality of Service Performance under 2019 Determination to date

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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