carta-eng-2015.pdf
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QUALITY STANDARDS<br />
The assistance will respect the interventions times established by the 30<br />
ECAC DOC, which lists the following waiting times.<br />
ASSISTENCE SERVICES EFFICIENCY<br />
DEPARTURES<br />
ARRIVALS<br />
a.<br />
For Pre-Booked Departing<br />
Customers<br />
(Booking made at least 36 hours<br />
before the departures of the flight)<br />
Upon arrival at the airport, once they<br />
have made themselves known:<br />
80% of customers should wait no<br />
longer that 10 minutes for assistance<br />
90% should wait for no longer than<br />
b.<br />
For Non Pre-Booked<br />
Departing Customers<br />
80% of pass<strong>eng</strong>ers should not wait<br />
longer than 25 minutes;<br />
90% should wait for no longer than<br />
35 minutes<br />
100% should wait for no longer than<br />
45 minutes.<br />
c.<br />
For Pre-Booked<br />
Arriving Customers<br />
(Notification given by the carrier)<br />
Assistance should be available at the<br />
gate-room / aircraft side for:<br />
80% of customers within 5 minutes<br />
of “on chocks”<br />
90% within 10 minutes<br />
100% within 20 minutes.<br />
d.<br />
For non pre-booked<br />
Arriving Customers<br />
80% of customers within 25 minutes<br />
of “on chocks”<br />
90% within 35 minutes<br />
100% within 45 minutes.<br />
20 minutes<br />
100% should wait for no longer than<br />
30 minutes.<br />
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