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. The Quality of Service regime looks at the experiences of all passengers including those passengers who require additional assistance in travelling through the airport.
Financial adjustments are laid out in the 2019 Determination for incidents where quality standards are not met. However, individual incidences of apparent non-compliance may be waived in the event that Dublin Airport can provide evidence of extenuating circumstances.
Summary of Quality of Service Performance under 2019 Determination to date
Q3 2021 | 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 2021. We continue to provide the data on quality of service metrics where measurement remains possible. The security queue times exceeded the 2019 Determination targets on a number of occasions this quarter. The security queue time exceeded 30 minutes on 41 occasions. The security queue times were not below 20 minutes at least 70% of the time on two days in August. The main reasons for these breaches are shortages of officers due to higher absence and attrition rates, higher passenger numbers than forecasted, and an increased processing time per passenger. We have engaged with Dublin Airport on this matter and they have outlined a number of measures to improve security queue times moving forward. This includes new recruitment for officers, increased preparation and notices prior to security to reduce processing times, and additional support for security from other areas of the business. |
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: a 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:
- Security queue times
- Availability of airport assets
- Passenger satisfaction
- Wait times for mobility assistance
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 | Q1, Q2, Q3, Q4 |
| 2017 | Q1, Q2, 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 |