Vizibelle

Visual Artist

Iata Airport Service Level Agreement

IATA first carried out LoS-KPIs measurements and observations on site during a typical working period, which allowed the team of experts not only to better understand the current situation and operation, but also to carry out the LoS analysis and finally to determine the LoS performance in the various subsystems. IATA then organized a workshop with the client (airport manager) to discuss the results of the LoS evaluation and to develop easy-to-implement Quick Wins together, both in a short time and at low cost. Where appropriate, a level of service agreement should be formalized among stakeholders to ensure that expected service levels are achieved throughout the passenger journey, while ensuring that appropriate triggers are provided to reflect growth in demand or systemic changes that affect the overall performance of the airport system. IATA first performed a full baseline simulation on a typical work day to understand the current situation in terms of terminal capacity and service level in the various subsystems. IATA then held an expert workshop with all the airport stakeholders involved to discuss the basic results and jointly develop quick win improvements (for example. B improved business processes, more automation). IATA then conducted a new simulation analysis to assess the future LoS, taking into account not only the expected improvements, but also the increase in passenger demand. The acronym “SGHA” is of great importance in the world of airlines/service providers. The Standard Ground Handling Agreement is a widely used document that defines the business relationship between airlines and ground service providers. This is a draft contract signed by the industry for the provision of stopover assistance services. Business and operational details will be included simultaneously in the same document. Some of the questions that are usually asked are: “We have been living for so many years without ALS, why do we suddenly need it?” and “I already have an SGHA on site, why do I need ALS?” The answer is that there is always room for improvement and to make business relationships clearer.

The introduction of ALS is not necessarily a problem with the provision of services. Since consistency is an essential element of quality, perhaps an ALS with identical or similar objectives around its ground carrier network is the most important tool for an airline to “systematically” meet the needs of its customers. Moreover, in many cases it is not enough to know what is needed – both parties also need more details about expectations. If a group of friends goes to a restaurant and they all want to eat a steak, this information is not enough for the waiter. To meet expectations, the restaurant staff will also ask how to grill the steak for each customer. Dimitrios Sanos, IATA, shows how standard Ground Handling Agreements and Services Level Agreements can complement excellent ground service arrangements… Design and operate terminals with an OPTIMUM level of service to avoid oversized or undersized.