Detalhes do Monitoramento da Qualidade de Serviço na Austrália e na Inglaterra

Australia

Indicadores Objetivos

Análise da Percepção

Horários de Pico Indicados

A situação de Sidney é a mais preocupante!

Em horários de pico de aeroportos hub, a situação do nível de serviço pode cair para níveis baixos, ainda que a qualidade

global do TPS não reflita em baixos níveis.

Inglaterra

Histórico

The CAA proposed to amend the existing public interest conditions to refer to the Competition Commission's new findings that both Heathrow and Gatwick had acted against the public interest by failing to manage security queuing and queue times to avoid unacceptable delays to passengers, crew and flights.

Teste da CAAThe CAA proposed two tests for central security queuing: that the queuing time should be no more than 5 minutes on 95 per cent of occasions (sampled at 15 minute intervals), and queuing times should be less than 10 minutes on 99 per cent of times sampled at Heathrow, and less than 15 minutes on 99 per cent of times sampled at Gatwick. If either test were not met in a month at a terminal, then a rebate would be paid to airlines using the terminal

Extensão para Outros Elementos

“...The CAA proposed that the standards should be tightened for: seat availability, cleanliness, way-finding, flight information, passenger-sensitive equipment (lifts, escalators, travelators), arrivals reclaim, stands, jetties, and fixed electrical ground power. In respect of passenger-sensitive equipment, the CAA proposed there should be an additional element in the schemes directed at particular priority assets. The CAA also proposed that the pier service standards should be linked to the capital investment programmes at the airports, and that the aerodrome congestion term should be maintained in its current form and current weighting in the rebate scheme of 1 per cent of airport charges...”

Descontos Propostos

The CAA proposed that the amount of money at risk in the service quality regime should be 7 per cent of airport charges at each airport. The CAA also proposed that there should be bonuses for key passenger-facing elements in the schemes, with maximum bonuses of 3 per cent of airport charges.

Opinião da British Airways

BA welcomed the proposed extension of the schemes to include aircraft manoeuvring, and transfer passenger, staff, and control post queuing, and the adoption of higher standards for some existing elements. BA also welcomed the proposed increase in the amount at risk to 7 per cent of airport charges.

Algumas Exceções

Resumo Final

Horários e Padrões

DivulgaçãoEach airport will be required to publish, monthly from April 2008, via a readily accessible part of its website, its performance against the specified service standards and details of the specified rebates paid and payable in respect of each terminal and for each category of service. BAA will also be required to publish, monthly, through prominent displays in each of the terminals at Heathrow airport, its performance against such of the specified service standards in the Statement of Standards and Rebates as the CAA shall nominate for the purpose of better informing passengers.

Política de Bônus Proposta

4.5 é um padrão muito elevado, difícil de ser alcançado.Pior ainda, 100% para equipamentos (elevadores, escadas,

esteiras e restituição de bagagens).Ver próximos slides para os resultados mais recentes.

Metodologia

Esquema das Medições de Filas

Resultado – Heathrow Jan/14

Situação do T3Dois itens não alcançados

T5 – Problemas com Pier Service

Além dos indicadores objetivos, o aeroporto deve divulgar no site e publicamente os resultados das pesquisas com usuários

Filas na Inspeção de Segurança

Pier Service

Conclusões• Situação de Londres mais complexa do que na

Austrália• Australia: monitoramento sem impacto direto na

regulação econômica; preocupações com Sidney (terminal internacional) e horários de pico em Perth

• Heathrow e Gatwick: situação insustentável que levou à política radical de descontos/bônus implementada em 2008

• Vários targets não estão sendo alcançados (security queues e pier services) e provavelmente os bonus (>4.5) não deverão ser alcançados