Service Quality

The Quality of Service is a main focus of ANA's performance, and every day we work to improve your experience at our airports.

To achieve this goal, we assess the level of passenger satisfaction according to Airport Council International (ACI) Airport Service Quality Survey (ASQsurvey) program, which gathers the participation of 317 airports worldwide, 109 of which are European, with more than 500,000 passengers being surveyed every year, of which about 9,000 at ANA.

ANA also monitors the performance of the various airport processes in order to sustain improvement actions: waiting times in security and passport control processes, waiting time for baggage availability upon arrival, availability of airport infrastructures (runway, stands, equipment to support mobility, among others).

Below you can check the performance of ANA Airports in the various parameters.

For more information please send an email to: aviationmarketing@ana.pt

Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2021

Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (ASQR), ANA S.A. is subject to financial penalties if it is in breach of a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.

In 2021, there were seven breaches at the Lisbon, Porto and Madeira Airports, as detailed below:

Lisbon Airport:
- Availability of travelators, peak and off-peak (in the third quarter), and peak (in the fourth quarter);
- Baggage delivery, first (off-peak) and last baggage (peak), in the third quarter;

Porto Airport:
- Security control, in the third quarter;

Madeira Airport:
- Baggage delivery, first baggage, in the third quarter;

The above-mentioned breaches occurred in a setting of a major rebound in passenger traffic, still under the effects of the pandemic, revealing the undersizing of teams and disruption to replacement parts for equipment.

Specifically with regard to baggage delivery, it should be noted that the indicator in question results from procedural performance mostly under the responsibility of ground handling agents, where ANA S.A. has limited influence on the service levels achieved in this indicator. Even so, ANA S.A. has made efforts to monitor and raise awareness and standards among these agents to improve passenger service quality, and has notified users and the regulatory authority (ANAC) of these initiatives.

ANA believes that service quality at airports falling under the ASQR – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.

After confirming ANAC’s 2021 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport.

The following procedures will be used to reimburse airlines for these amounts:
- Publication of all customers with amounts receivable, per airport, at ANA's website;
- Much like the billing process, credit notes will be issued per customer and per airport;
- For current account customers, credit notes will be applied against the customer’s account balance;
- The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;
- One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;
- There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.

Please see the customer list published for the Lisbon Airport:
Airlines with amounts to receive ASQR 2021 - LIS

Please see the customer list published for the Porto Airport:
Airlines with amounts to receive ASQR 2021 - OPO

Please see the customer list published for the Madeira Airport:
Airlines with amounts to receive ASQR 2021 - FNC
Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Lisbon Airport

Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (RQSA), ANA S.A. is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.

In 2019 there were six non-compliances of the indicator related to Availability of Baggage on Arrival at Lisbon Airport, as detailed below:

• Availability of last baggage: Lisbon Airport (Q2, peak and non-peak; Q3, peak and non-peak and Q4, peak and non-peak)

Despite these non-compliances, note that they were limited to a single indicator and occurred under circumstances of extremely high growth in passenger traffic in which Lisbon Airport surpassed the milestone of 31 million passengers in one year, with an ensuing surge in the scope and pressure of infrastructure and service quality.

Furthermore, it should be noted that the indicator in question results from procedural performance mostly under the responsibility of ground handling agents, where ANA S.A. has limited influence on the service levels achieved in this indicator. Even so, ANA S.A. has made efforts to raise awareness and standards among these agents to improve passenger service quality and has notified users and the regulatory authority (ANAC) of these initiatives.

ANA S.A. believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA S.A.’s strategy will continue to focus on systematically analysing and monitoring performance indicators and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.

The process of determining and validating the amounts of penalties to be reimbursed to ANAC has been more time-consuming, due to a disagreement between ANA and the regulator on the calculation of 2019 regulatory income.

Nonetheless, although not agreeing with ANAC's interpretation in this regard, thereby reserving the right to employ the available means, including legal, to defend its rights, ANA S.A. was able to determine ASQR penalties in accordance with ANAC’s decisions involving the calculation of the 2019 estimation error adjustment of the Lisbon Group and, sequentially, the individual amounts to be allocated to airlines proportionally to the size of regulatory income at the Lisbon Airport.

In view of the existing disagreement, any change to the calculation of 2019 regulatory income imposed by judicial ruling will be duly included in the process of calculating and paying 2019 ASQR penalties.

The following procedures will be used to reimburse airlines for these amounts:

• Publication of all customers with amounts receivable, per airport, at ANA's website;

• Much like the billing process, credit notes will be issued per customer and per airport;

• For current account customers, credit notes will be applied against the customer’s account balance;

• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;

• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;

• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.

Please see the customer list published for the Lisbon Airport:

Airlines with amounts to receive 2019 - Lisbon Airport
Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Porto Airport

Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Regime (RQSA), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.

At the Porto Airport, in 2019, there were five non-compliances registered in indicators subject to penalties, including three related to Availability of Baggage on Arrival – 1st Baggage and two related to Hand Baggage and Passenger Security Control, as detailed below:

• Availability of first baggage: Porto Airport (2Q19, 3Q19 and 4Q19)

• Hand Baggage and Passenger Security Control: Porto Airport (3Q19 and 4Q19)

Despite these situations of non-compliance, note that they were limited to a small group of service quality indicators, and occurred in a backdrop of extremely high growth in commercial passenger traffic in 2019 (+9.8% year-over-year at OPO), consequently increasing the scope and pressure of requirements on infrastructure and service quality.

Note that indicators related to baggage availability upon arrival result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved. For this reason, ANA has continued to work with these agents to improve passenger service quality, and has regularly notified the airlines and regulatory authority (ANAC) of these initiatives.

With regard to hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing, together with contractual changes with security service providers to enhance the process, as borne out by the results achieved at the Porto Airport at the start of 2020.

ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering its service value proposition to companies, passengers and business partners.

After confirming ANAC’s 2019 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at the Porto Airport.

The following procedures will be used to reimburse airlines for these amounts:

• Publication of all customers with amounts receivable, per airport, at ANA's website;

• Much like the billing process, credit notes will be issued per customer and per airport;

• For current account customers, credit notes will be applied against the customer’s account balance;

• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;

• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;

• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.

Please see the customer list published for the Porto Airport:

Airlines with amounts to receive 2019 - Porto Airport
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2018

Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Scheme (“RQSA”), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.

In 2018, there were 19 non-compliances of indicators subject to penalties, including five for baggage availability upon arrival/first baggage at the Porto and Faro Airports; six for baggage availability upon arrival/last baggage at the Lisbon Airport; and eight for hand baggage and passenger security control at the Lisbon and Madeira Airports, as shown below:

• Availability of first baggage: Porto Airport (2Q18; 3Q18) and Faro Airport (2Q18; 3Q18, 4Q18);

• Availability of last baggage: Lisbon Airport (2Q18, peak and non-peak; 3Q18, peak and non-peak; 4Q18, peak and non-peak);

• Hand baggage and passenger security control: Lisbon Airport (1Q18, peak and non-peak; 2Q18, peak and non-peak; 3Q18, peak and non-peak; 4Q18, non-peak) and Madeira Airport (1Q18).

Despite the above non-compliances, it should be emphasized that they have been limited to a small group of service quality indicators, occurring at a time when major work is being done at the airports (particularly Lisbon and Faro), ultimately impacting normal operations. This is coupled with the significant rise in commercial passenger traffic in 2018 at the ANA network’s airports subject to the Concession Contract (+8.9% in LIS, +10.7% in OPO and +3.0% in PDL compared to 2017) which, as a result, has also increased the scale and pressure of infrastructure and service quality requests.

Note that indicators related to baggage availability upon arrival, which occur in the majority of non-compliances, result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved.

In any event, ANA will continue to make efforts towards greater involvement and awareness among handlers, seeking ways to optimize the process and achieve adequate service levels, by meeting with them regularly.

In addition, licenses to access the ground handling agent market have been updated in an attempt to hold agents accountable for poor performance in this area, whenever there are no proven infrastructure constraints, attributable to ANA, which are compromising performance.

At the Lisbon airport, in particular, handlers have had difficulties in obtaining human resource allocations suited to the operation’s volume. Furthermore, because of the delay in opening the A2-Q2 (Alfa 2-Quebec 2) crossing, travel times between the aircraft and the Baggage Claim Terminal couldn’t be optimized before 07 August 2019, especially for long-distance flights.

With regard to the “first baggage delivery time” indicator at the Porto Airport, various situations were found of allocating baggage carousels to baggage unloading in the industrial zone which were not yet released, thereby forcing handling agents to wait for baggage to be placed. Configurations in the GO system have been fixed, so that the performance of this indicator is expected to improve.

With regard to hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing, as borne out by the results achieved for this indicator throughout 2019.

ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.

After confirming ANAC’s 2018 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport.

The following procedures will be used to reimburse airlines for these amounts:

• Publication of all customers with amounts receivable, per airport, at ANA's website;

• Much like the billing process, credit notes will be issued per customer and per airport;

• For current account customers, credit notes will be applied against the customer’s account balance;

• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;

• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit, and the respective amounts;

• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.

Please consult the published list of clients for of Lisbon, Porto, Faro and Madeira airports:

Airlines with amounts to receive 2018 - Lisbon Airport

Airlines with amounts to receive 2018 - Porto Airport

Airlines with amounts to receive 2018 - Faro Airport

Airlines with amounts to receive 2018 – Madeira Airport
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2017

Within the scope of Annex 7 to the Concession Contract regarding the Airport Service Quality Scheme (“RQSA”), ANA is subject to financial penalties if it fails to fulfil a specific set of minimum service levels for indicators involving infrastructure availability and passenger satisfaction.

In 2017, there were 17 non-compliances of indicators subject to penalties, including seven for baggage availability upon arrival/first baggage at the Lisbon, Porto and Faro Airports; five for baggage availability upon arrival/last baggage at the Lisbon and Porto Airports; and five for hand baggage and passenger security control at the Lisbon and Porto Airports, as shown below:

• Availability of first baggage: Lisbon Airport (3Q17), peak and non-peak; Porto Airport (1Q17; 3Q17) and Faro Airport (2Q17; 3Q17; 4Q17);

• Availability of last baggage: Lisbon Airport (2Q17, peak and non-peak; 3Q17, peak and non-peak) and Porto Airport (1Q17);

• Hand baggage and passenger security control: Lisbon Airport (1Q17, non-peak; 2Q17, non-peak; 3Q17, non-peak; 4Q17, non-peak) and Porto Airport (3Q17).

Despite the above non-compliances, it should be emphasized that they have been limited to a small group of service quality indicators, occurring at a time when major work is being done at the airports (particularly Lisbon and Faro), ultimately impacting normal operations. This is coupled with the significant rise in passenger traffic in 2017 at the ANA network’s airports subject to the Concession Contract (+11.5% at LIS, +10.2% at OPO, +12.0% at FAO, +22.1% at PDL and +4.1% at FNC compared to 2016) which, as a result, has also increased the scale and pressure of infrastructure and service quality requests.

Note that indicators related to baggage availability upon arrival, which occur in the majority of non-compliances, result from procedural performance mostly under the responsibility of ground handling agents, where ANA has limited influence in the service levels achieved. For this reason, ANA has worked proactively with these agents to improve passenger service quality, and has notified the airlines and regulatory authority (ANAC) of these initiatives.

Concerning hand baggage and passenger security control, ANA has made several investments which have optimized passenger processing.

ANA believes that service quality at airports falling under the RQSA – tailored to the needs of different airline and passenger segments – is a key competitive factor for its airports. For this reason, ANA's service quality strategy will continue to focus on systematically analysing and monitoring performance indicators, and designing suitable service solutions which take regulatory requirements into account, while simultaneously bolstering our service value proposition to companies, passengers and business partners.

After confirming ANAC’s 2017 penalty calculation methodology, ANA, in accordance with Annex 7, Point 10, has determined the individual amounts to be allocated to airlines proportionally to the size of regulated revenues at each airport.

The following procedures will be used to reimburse airlines for these amounts:

• Publication of all customers with amounts receivable, per airport, at ANA's website;

• Much like the billing process, credit notes will be issued per customer and per airport;

• For current account customers, credit notes will be applied against the customer’s account balance;

• The option of cash reimbursement to the company’s treasury department exists for customers who pay in cash;

• One year after the reimbursement publication date, ANA will notify ANAC of any customers who have not claimed the credit and the respective amounts;

• There will be a minimum reimbursement amount of €100 when using the bank transfer option. Beneficiaries will be responsible for any bank transfer costs.

Please consult the published list of clients for of Lisbon, Porto and Faro airports:

Airlines with amounts to receive 2017 - Lisbon Airport

Airlines with amounts to receive 2017 - Porto Airport

Airlines with amounts to receive 2017 - Faro Airport
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2016

In the context of what is foreseen in Annex 7 of the Concession Agreement, pertaining to the Airport Service Quality Regime “ASQR”, ANA is subject to financial penalties in case of non-compliance with the established minimum service levels, pertaining to the infrastructure availability and passenger satisfaction indicators.

During 2016, fourteen non-compliances occurred on indicators subject to to financial penalties, ten of them related to the Arrivals Baggage Delivery Process – 1^st Bag, at Lisbon, Porto, Faro and Ponta Delgada Airports, one related to the Arrivals Baggage Delivery Process – Last Bag, at Ponta Delgada Airport and three related to the Passenger and Baggage Security Process, at Lisbon Airport.

Despite the abovementioned non-compliances, ANA wishes to stress that these were isolated in time and that occurred in a context of high passenger and movement growth within the ANA airport network, including the airports under the Concession Agreement’s scope, in 2016 (+14,2% commercial passenger growth compared to 2015 at the network level), which lead to higher levels of demand pressure upon the infrastructure and corresponding quality of service levels.

It should be mentioned that the indicators relating to the Arrivals Baggage Delivery Process which compose the bulk of the non-compliances, result from the performance of processes under the majority responsibility of the Handlers, and ANA has a reduced influence on the achieved service levels. Because of this, ANA has been working with these entities to promote quality of service improvements to passengers.

With regards to the Passenger and Baggage Security Process at Lisbon Airport, ANA is currently preparing investments that will allow for an optimization of the processing of both passengers and hand baggage.

ANA sees airport quality of service, where the ASQR is included, and its adaptation to the needs of the different airline and passenger segments, as a key airport competitiveness factor. Because of that, ANA’s strategy in terms of quality of service will continue to focus on systematically monitoring and analyzing the performance indicators and designing service solutions which are adequate for increasing the value proposition to airlines, passengers and business partners.

Following the validation by ANAC of the methodology for calculating penalties from 2016, ANA has assessed the individual amounts of airline in the proportion of regulated revenues amounts at each airport, in accordance with Annex 7, Point 10.

In order to operationalize this return, the following procedures will be applied:

• Publication on the ANA website of all clients with funds to be received by the airport;

• The credit notes will be, like the billing process, carried out by each airport, and at that level, per client;

• In the case of clients with a current account, the credit notes will be reduced to the account balance of each client;

• There is the possibility of cash reimbursement in the company's treasury for cash clients;

• After a period of one year from the date of publication of the return, ANA will report to ANAC the clients who do not claim the credit, and the respective amounts;

• A minimum return value of € 100 is foreseen in the case of a bank transfer option. In the case of a bank transfer, the costs of the transfer shall be borne by the beneficiary.

Please consult the published list of clients for of Lisbon, Porto, Faro and Ponta Delgada airports.

Airlines with amounts to receive ASQR 2016 - Lisbon Airport

Airlines with amounts to receive ASQR 2016 - Porto Airport

Airlines with amounts to receive ASQR 2016 - Faro Airport

Airlines with amounts to receive ASQR 2016 - Ponta Delgada Airport
Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2015

In the context of what is foreseen in Annex 7 of the Concession Agreement, pertaining to the Airport Service Quality Regime “ASQR”, ANA is subject to financial penalties in case of non-compliance with the established minimum service levels, pertaining to the infrastructure availability and passenger satisfaction indicators.

In this framework, six non-compliances have occurred in 2015, related to indicators which are subject to financial penalties, all corresponding to the Arrivals Baggage Delivery Process – 1^st Bag at Lisbon, Porto and Ponta Delgada airports.

Despite the abovementioned non-compliances, ANA wishes to stress that these were isolated in time and that occurred in a context of high passenger and movement growth within the ANA airport network, including the airports under the Concession Agreement’s scope, in 2015 (+11% commercial passenger growth compared to 2014 at the network level), which lead to higher levels of demand pressure upon the infrastructure and corresponding quality of service levels.

It should be mentioned that the indicators relating to the Arrivals Baggage Delivery Process which compose the bulk of the non-compliances, result from the performance of processes under the majority responsibility of the Handlers, and ANA has a reduced influence on the achieved service levels. Because of this, ANA has been working with these entities to promote quality of service improvements to passengers.

ANA sees airport quality of service, where the ASQR is included, and its adaptation to the needs of the different airline and passenger segments, as a key airport competitiveness factor. Because of that, ANA’s strategy in terms of quality of service will continue to focus on systematically monitoring and analyzing the performance indicators and designing service solutions which are adequate for increasing the value proposition to airlines, passengers and business partners.

Following the validation by ANAC of the methodology for calculating penalties from 2015, ANA has assessed the individual amounts of airline in the proportion of regulated revenues amounts at each airport, in accordance with Annex 7, Point 10.

In order to operationalize this return, the following procedures will be applied:

• Publication on the ANA website of all clients with funds to be received by the airport;

• The credit notes will be, like the billing process, carried out by each airport, and at that level, per client;

• In the case of clients with a current account, the credit notes will be reduced to the account balance of each client;

• There is the possibility of cash reimbursement in the company's treasury for cash clients;

• After a period of one year from the date of publication of the return, ANA will report to ANAC the clients who do not claim the credit, and the respective amounts;

• A minimum return value of € 100 is foreseen in the case of a bank transfer option. In the case of a bank transfer, the costs of the transfer shall be borne by the beneficiary.

Please consult the published list of clients for of Lisbon, Porto and Ponta Delgada airports:

Lista Apuramento Penalizações RQSA 2015 Aeroporto de Lisboa_EN

Lista Apuramento Penalizações RQSA 2015 Aeroporto do Porto_EN

Lista Apuramento Penalizações RQSA 2015 Aeroporto de Ponta Delgada_EN

Documents 2023

Airport infrastructure availability Q1 2023.pdf

203.12 KB

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Passenger satisfaction levels Q1 2023.pdf

281.97 KB

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Technical Note AQSR 2023.pdf

135.53 KB

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Documents 2022

Airport infrastructure availability Q4 2022.pdf

192.5 KB

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Passenger satisfaction levels Q4 2022.pdf

278.41 KB

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Airport infrastructure availability Q3 2022.pdf

202.43 KB

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Passenger satisfaction levels Q3 2022.pdf

270.19 KB

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Airport infrastructure availability Q2 2022.pdf

195.96 KB

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Passenger satisfaction levels Q2 2022.pdf

274.61 KB

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Airport infrastructure availability Q1 2022.pdf

204.4 KB

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Passenger satisfaction levels Q1 2022.pdf

333.36 KB

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Technical note AQSR 2022.pdf

135.54 KB

Download

Documents 2021

Airport infrastructure availability Q4 2021.pdf

214.43 KB

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Passenger satisfaction levels Q4 2021.pdf

153.62 KB

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Airport infrastructure availability Q3 2021.pdf

212.54 KB

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Passenger satisfaction levels Q3 2021.pdf

151.58 KB

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Airport infrastructure availability Q2 2021.pdf

212.07 KB

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Passenger satisfaction levels Q2 2021.pdf

151.07 KB

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Airport infrastructure availability Q1 2021.pdf

211.99 KB

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Passenger satisfaction levels Q1 2021.pdf

150.96 KB

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Technical note AQSR 2021.pdf

133.59 KB

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Documents 2020

Airport infrastructure availability Q4 2020.pdf

215.39 KB

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Passenger satisfaction levels Q4_2020.pdf

153.57 KB

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Airport Infrastructure Availability Q3 2020.pdf

213.36 KB

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Passenger Satisfaction Levels Q3 2020.pdf

151.57 KB

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Airport infrastructure availability Q2 2020.pdf

212.51 KB

Download
Passenger satisfaction levels Q1 2020.pdf

151.97 KB

Download
Airport infrastructure availability Q1 2020.pdf

213.23 KB

Download
Technical Note AQSR 2020.pdf

246.67 KB

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Documents 2019

Passenger satisfaction levels Q4 2019.pdf

168.07 KB

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Airport infrastructure availability Q4 2019.pdf

225.27 KB

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Passenger satisfaction levels Q3 2019.pdf

166 KB

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Airport infrastructure availability Q3 2019.pdf

223.34 KB

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Passenger satisfaction levels Q2_2019.pdf

164.96 KB

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Airport infrastructure availability Q2 2019.pdf

223.27 KB

Download
Passenger satisfaction levels Q1 2019.pdf

165.47 KB

Download
Airport infrastructure availability Q1 2019.pdf

223.15 KB

Download
Technical note AQSR 2019.pdf

458.52 KB

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SERVICE POLICIES

This website belongs to ANA, Aeroportos de Portugal, S. A. (hereinafter mentioned as ANA). The Service Policies here included rule the relation that is established between ANA and the Website user. Such policies may be subject to change whenever ANA considers necessary.

If ANA decides to change these Service Policies, the new version shall replace this one, and shall enter into effect on the date of its publication at this website. The relationship between ANA and all users will be governed by the new version published.

We advise you to periodically visit this page to ensure that you are familiar with the Service Policies in effect. Please also note that ANA reserves the right to change the content of this website at any time.

Users who do not agree to these terms and conditions may not continue to use this website or book any services through it.

The website’s purpose is to provide commercial and operating information considered relevant to the users of the Lisbon, Porto, Faro, Madeira and Azores airports.

MEANS OF PAYMENT AND SECURITY

The link to the payment pages of www.ana.pt uses a series of security methods and measures to protect the personal information of our users. During this process, your personal data is encrypted so that it cannot be read by third parties.

Users may choose to pay any of the booked services with a credit card.

ANA shall not be liable for the possible fraudulent, illegal or abusive use of any credit card or any other means of payment. Even so, ANA shall not tolerate any fraud or attempted fraud, or illegal use of such means of payment. Any user attempting to use a payment method without authorization, if found by ANA, will be removed by ANA and prohibited from using the services at www.ana.pt.

ANA also reserves the right to legally act against the perpetrator.

Credit Card

The booking of the services made available at the website may be paid through credit cards of the VISA or Mastercard network that the user may be the beneficiary.

To comply with new security rules published by VISA International and Europay/Mastercard International, as of 01 April 2001, all requests for authorization to perform transactions using these systems’ cards may only be processed by RedUnicre when the information furnished includes the security code (CVV2/CVC2) of the card in question. The security code is a number composed of three figures, printed in the reverse of the card, after the credit card number, on the right hand side of the signature panel of all VISA and Europay cards.

Credit card bookings are subject to confirmation by RedUnicre. If the request is denied, you may contact your bank or card issuer for further clarification.

MBnet

MBnet is a solution of SIBS – entity responsible for the Multibanco network - to make payments on the website www.ana.pt in a simple and secure way. There is no need to hold a credit card. You just need to adhere to MBnet in an ATM machine or through your home banking.

When you decide to acquire a service, you have access to the website www.mbnet.pt, where you can generate a credit card number, and define the maximum amount of the transaction. When you make the payment, the purchase amount, up to such defined limit, shall be debited in your bank account. Since it is a virtual card, valid for only one transaction up to a ceiling determined by you, the use of MBnet ensures greater security.

Price policy

All prices mentioned include VAT at the legal rate in force in Portugal.

Exchange policy

The currency used as basis for the prices of the services mentioned is Euro, and the final purchase takes place in Euros.

PARKING SERVICE

Products and Prices

ANA has a wide variety of parking offers. These offers vary according to the parks chosen and are limited to the number of available parking spaces.

Prices and existing types of parking that are shown on the website, are subject to change and updates without previous warning.

General Booking Conditions

When booking a service, the client must correctly fill in the details requested at the form; otherwise it may not be validated by ANA.

Whenever a client books a service they will receive a confirmation e-mail with the parking voucher and an e-mail with the invoice. The voucher must be printed out, since it must be shown to use the parking area.

Entering/Exiting the Park

The client should collect the ticket issued when entering the park and keep it until exiting. The ticket must be provided together with the voucher before leaving the park, in order to be validated.

In case the parking entrance is equipped with a bar code/QR Code reader, you should pass the voucher on the reader and collect the ticket.

Entering the park using the “Via Verde” system prevents the use of the voucher. The amount of the voucher will not be reimbursed.

Before you leave the park, you should present the ticket collected when you entered, together with the booking voucher and identification document, at the manual payment cashier.

If you used the bar code/QR Code reader to enter the park, you should make sure that the booked time was not exceeded. In such case you should pay for the exceeding amount before leaving the park, otherwise you may proceed to the exit.

Cancellation

Clients may cancel/reschedule the booking with no added cost, up to 12 hours before the estimated time of entry. Later cancellations and reschedules shall not be refunded.

To cancel/reschedule the booking, clients should contact our services through the phone number 808 919 091 and follow the instructions provided by the operator, or send an email to:

- Bookings for Lisbon Airport: lisboapark@ana.pt

- Bookings for Porto Airport: portopark@ana.pt

- Bookings for Faro Airport: faropark@ana.pt

- Bookings for Madeira Airport: madeirapark@ana.pt

If the booked services will not be used, for reasons beyond the responsibility of ANA, there will be no refund.

The Voucher can be used only once and only grants access to the park and parking area, on a first-come-first-serve basis, except if mentioned otherwise. Parking spots are not marked, unless otherwise indicated.

The non-use or partial use of the voucher does not entitle the client to a total or partial refund of the amount of the booking.

The driver is responsible for any damages caused in the park to ANA or to third parties.

The parking booking and its use does not dispense the consultation of the park regulation in force, available for consultation on the manual payment cashiers.

ValetXpress Service

ValetXpress is a collection and parking service provided by a team that ensures you professionalism, safety, convenience and a lot of comfort. This service is available in the airports of Lisbon and Porto, and it may be booked through the website www.ana.pt,

Prices shown on the website are subject to change and updates without previous warning.

You may book the ValetXpress service in two ways:

- On the internet, when making your parking booking.

- At the counter, in the Departures area

When it is not possible to have a joint inspection of the vehicle, this will be done later, and the client may not claim for damages and/or liabilities from ANA.

Cancellation

Clients may cancel/reschedule the booking with no added cost, up to 24 hours before the day of the booking. Later cancellations and reschedules shall not be refunded.

To cancel the booking, clients should contact our services through the following e-mail address: servicoscomerciais@ana.pt.

If the booked services will not be used, for reasons beyond the responsibility of ANA, there will be no refund.

The Voucher can be used only once.

The non-use or partial use of the voucher does not entitle the client to a total or partial refund of the amount of the booking.

LOUNGE

The “ANA Lounge” was created with comfort and convenience in mind for frequent flyers seeking a unique experience. It offers a wide range of Portuguese beverages, snacks and products for you to enjoy. If you want to use your waiting time to get ahead, the “ANA Lounge” has everything you need to work comfortably and efficiently. While waiting for your flight, you can also stay in tune with the latest news with channels, newspapers and magazines telling everything that’s going on, everywhere. This service is available at the airports of Lisbon and Porto, and may be reserved through the website www.ana.pt. The service operates between 5:00 AM and 11:00 PM, with a maximum use time of 3 hours.

Prices shown on the website are subject to change and updates without previous warning.

General Booking Conditions

When booking a service, the client must correctly fill in the details requested at the form; otherwise it may not be validated by ANA.

Whenever a client books a service they will receive a confirmation e-mail with the voucher and an e-mail with the invoice. The voucher must be printed out and delivered when entering the Lounge. At the time of entering the Lounge, you can also request your boarding pass.

Cancellation

Clients may cancel/reschedule the booking with no added cost, up to 24 hours before the day of the booking. Later cancellations and reschedules shall not be refunded.

To cancel the booking, clients should contact our services through the following e-mail address: servicoscomerciais@ana.pt.

If the booked services will not be used, for reasons beyond the responsibility of ANA, there will be no refund.

The Voucher can be used only once.

The non-use or partial use of the voucher does not entitle the client to a total or partial refund of the amount of the booking.

FAST TRACK

Fast Track service is the solution for passengers who have no time to lose, or wish to make the most of every moment at the airport without any stress or queuing. This is a priority lane allowing for speedy security control. This service is available at the Lisbon, Porto, Funchal and Ponta Delgada airports, and can be booked via www.ana.pt

Prices shown on the website are subject to change and updates without previous warning.

ANA would like to point out that the “Fast Track” – although it makes getting to your flight faster, with less time waiting in line – does not replace or shorten mandatory procedures such as check in, security or boarding. Thus, we recommend that you will always allow the necessary time for these procedures.

We alert that, in case of strike, the Fast Track channel may be conditioned and another channel may be made available for use.

General Booking Conditions

When booking a service, the client must correctly fill in the details requested at the form; otherwise it may not be validated by ANA.

Customers who make a reservation will receive a confirmation email with a voucher, and another email with an invoice. Once at the airport, after checking in, you can go to the Fast Track line with your boarding pass and voucher and show your proof of purchase with the barcode.

Cancellation

Clients may cancel/reschedule the booking with no added cost, up to 24 hours before the day of the booking. Later cancellations and reschedules shall not be refunded.

To cancel the booking, clients should contact our services through the following e-mail address: servicoscomerciais@ana.pt.

If the booked services will not be used, for reasons beyond the responsibility of ANA, there will be no refund.

The Voucher can be used only once.

The non-use or partial use of the voucher does not entitle the client to a total or partial refund of the amount of the booking.

RECOMMENDATIONS AND WARNINGS

ANA is committed to ensuring the privacy and protection of the personal data of all those who relate with ANA, namely users of the website www.ana.pt.

Our efforts must be supplemented by a responsible approach on the part of users in order to protect their personal data.

Therefore, ANA advises the users:

- To refrain from sharing their username or password;

- Not to make a note of the password or username in easy access places (diary, computer, etc.);

- At the time of accessing the payment page or the pages for editing personal data, to confirm that the browser is in secure session (in this case, the browser bar will show a specific symbol and padlock, and the website address will begin with "https://"). You can also confirm if the secure session certificate belongs to ANA, Aeroportos de Portugal, SA, by checking the information in the window which opens after clicking on the padlock);

- To ensure that the browser is closed before leaving the computer unattended;

- To make sure that the computer or computer network used to access www.ana.pt is free of viruses and spyware.

INTELLECTUAL PROPERTY RIGHTS

All intellectual property rights related with the information made available on this website, including but not limited to text contents, headlines, photos, images, moving images, pictures, names, logotypes and brands, belong to ANA or to possible licensees. ANA making available such information does not transfer to the user, in any case, the right to reproduce or distribute such information. Such actions are not allowed without the previous consent of ANA or the above mentioned possible licensees.

Nevertheless, the user is authorised to download and/or print out the information for private and non-commercial purposes. This website cannot be shown embedded in other websites that do not belong to ANA.

Users can, however, create and distribute links for the pages of www.ana.pt. ANA reserves the right to approve or deny these links.

PUBLICITY, PROMOTION AND THIRD PARTIES CONTENTS

The website and the mobile version of the website www.ana.pt may contain advertisements (including banners), promotions and other contents supplied by third parties, including the retailers. All advertisements, promotions and other contents (including the reference buttons and hyperlinks) do not constitute any recommendation or endorsement from our part regarding the promoted good, service, or final website of the link.

All information provided at the advertisements or the final websites of the links shown at www.ana.pt or its mobile version are of the exclusive responsibility of the advertisers. In case the user shall need any clarification regarding any advertised product or service, should contact the related advertiser.

In particular, ANA has no control or responsibility over:

1 - Quality, safety or legality of any good or service advertised by third parties;

2 - Authenticity or accuracy of the description of the good or service advertised by third parties;

2 - Competence or authorisation of the advertiser, retailer or third parties to sell such product or service.

In the case of retailers, ANA also monitors the feedback of the users regarding the products and the retailers, as long as such feedback is provided through the “Client Support/Suggestions” system.

LINKS

The website www.ana.pt may contain links to other external websites operated by third parties, including retailers and Rent-a-Car operators. The websites belonging to these external links are outside of ANA’s control. ANA assumes no responsibility for the content of these websites, or for any products or services purchased or hired by users at any of these websites, or at websites linked or referred to in them. ANA may not ensure that the contents of any third party website are accurate, legal or harmless.

Some external websites may be shown in the website www.ana.pt through frames, whether including some of our website contents or not, or include reciprocate links to our website. Such resources are available only for the convenience of the users and do not constitute an endorsement to such websites or their contents.

Users assume the exclusive responsibility for using external websites.

TERMINATION OF USE

ANA may, at any time and based on the criteria it may deem appropriate, terminate the access of the user to the website www.ana.pt.

PRIVACY

You can consult our Privacy Policy here. This policy explains how we collect and use the personal information we obtain through your use of www.ana.pt.

ANA only works with third parties with adequate technical and organizational measures to meet legal requirements, namely in the area of security and confidentiality. As such, ANA aims to safeguard the rights of data subjects by protecting personal data against unauthorized access, misuse, loss or destruction.

These technical and organizational measures are periodically reviewed and improved. The website www.ana.pt is constantly monitored by specific tools to detect and eliminate potential cyber-attacks.

WARRANTY LIMIT

ANA develops its best endeavours so that the information contained on this website is accurate and complete. Even though, ANA may not, explicitly or implicitly, guarantee that the information contained in this website is complete and accurate, or that the website will not be subject to delays or interruptions.

LIABILITY LIMIT

Users of the website agree that ANA shall not be held liable for any direct or indirect loss resulting from the use of the information it contains. Similarly, ANA shall not be liable by the services and/or products offered by third parties through this website.

MISCELLANEOUS

ANA, as well as the retailers present on www.ana.pt are not accountable for delays or contractual breaches due to force majeure, disturbance, total or partial strike, flood, fire or war.

The agreement between the user and ANA, based on these terms and conditions, shall be governed and interpreted according to Portuguese law.

The user irrevocably and unconditionally agrees to submit to the non-exclusive jurisdiction of the courts of the judicial circuit of Lisbon, with regard to this agreement.

May 2018

Airlines

Service Quality

First baggage

Last baggage

Mobility Support Equipment

Runway, Stands and Boarding Bridges

Critical IT Systems

Baggage Handing System

Overall Satisfaction

Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2021

Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Lisbon Airport

Payment by ANA of the penalties incurred under the Airport Service Quality Regime (ASQR), from 2019, Porto Airport

Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2018

Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2017

Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2016

Payment by ANA of the penalties incurred under the Airport Service Quality of Regime (ASQR), from 2015

Documents 2023

Airport infrastructure availability Q1 2023.pdf

Passenger satisfaction levels Q1 2023.pdf

Technical Note AQSR 2023.pdf

Documents 2022

Airport infrastructure availability Q4 2022.pdf

Passenger satisfaction levels Q4 2022.pdf

Airport infrastructure availability Q3 2022.pdf

Passenger satisfaction levels Q3 2022.pdf

Airport infrastructure availability Q2 2022.pdf

Passenger satisfaction levels Q2 2022.pdf

Airport infrastructure availability Q1 2022.pdf

Passenger satisfaction levels Q1 2022.pdf

Technical note AQSR 2022.pdf

Documents 2021

Airport infrastructure availability Q4 2021.pdf

Passenger satisfaction levels Q4 2021.pdf

Airport infrastructure availability Q3 2021.pdf

Passenger satisfaction levels Q3 2021.pdf

Airport infrastructure availability Q2 2021.pdf

Passenger satisfaction levels Q2 2021.pdf

Airport infrastructure availability Q1 2021.pdf

Passenger satisfaction levels Q1 2021.pdf

Technical note AQSR 2021.pdf

Documents 2020

Airport infrastructure availability Q4 2020.pdf

Passenger satisfaction levels Q4_2020.pdf

Airport Infrastructure Availability Q3 2020.pdf

Passenger Satisfaction Levels Q3 2020.pdf

Airport infrastructure availability Q2 2020.pdf

Passenger satisfaction levels Q1 2020.pdf

Airport infrastructure availability Q1 2020.pdf

Technical Note AQSR 2020.pdf

Documents 2019

Passenger satisfaction levels Q4 2019.pdf

Airport infrastructure availability Q4 2019.pdf

Passenger satisfaction levels Q3 2019.pdf

Airport infrastructure availability Q3 2019.pdf

Passenger satisfaction levels Q2_2019.pdf

Airport infrastructure availability Q2 2019.pdf

Passenger satisfaction levels Q1 2019.pdf

Airport infrastructure availability Q1 2019.pdf

Technical note AQSR 2019.pdf

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