Quality of Service

It was decided in the Interim Review of the 2019 Determination in relation to 2023-2026 that all penalties associated with quality of service were to be reintroduced from Q1 2023. The IAA monitors Dublin Airport’s performance against its targets and provides updates for all metrics where measurement is possible. 

There have been queues greater than 30 minutes at security on 26 instances across the first quarter of 2023 at Dublin Airport. The security queue times were not below 20 minutes at least 70% of the time on one day in March. 

The overall passenger satisfaction score for Q1 was 9.3, exceeding the target of 8.5. The Airport reached the bonus threshold in 4 satisfaction metrics, these were: Overall satisfaction, Ease of Movement, Finding your way around, and Availability of Baggage trolleys. However, it failed to reached the target levels for both Cleanliness of washrooms and Information on Ground Transport on Arrival. 

Dublin Airport achieved its asset availability targets in Q1.

In the 2021 Decision on an Interim Review of the 2019 Determination in relation to 2022 (CP3/2021) the decision was taken to partially reintroduce quality of service revenue adjustments, with the maximum potential rebate set to €0.11 per passenger. That is, the price cap could be reduced by up to €0.11 if Dublin Airport did not meet the prescribed service quality standards. 

The real price cap for 2022 was provisionally €7.75 per passenger in February 2019 prices, which translated to a nominal price cap of €8.11. 

Dublin Airport did not meet the QoS standards in relation to security queue times on numerous days in 2022. For quarter 1 of 2022, the Commission accepted the existence of extenuating circumstances relating to the effects of the Omicron variant of COVID-19 on the sickness absence rate in the Airport Search Unit. However, the number of days on which the standards were not met in quarters 2 and 3 of 2022, without extenuating circumstances, was still sufficient to generate the maximum rebate possible in relation to 2022. Thus, the price cap for 2022 is reduced by €0.11. Given passenger numbers for the year of 28.1m, this translates to a revenue reduction of approximately €3.1m. The final price cap for 2022 is therefore €8.00.

In the Decision on an Interim Review of the 2019 Determination in relation to 2020 and 2021, the Commission suspended all financial adjustments associated with quality of service targets for 2021. We continued to monitor Dublin Airport’s performance and to provide updates for all metrics where measurement was possible. 

The financial adjustments associated with security queue times and wait times for passengers with reduced mobility were reintroduced for 2022, and as such this was the final quarter in which there was a general waiver.

There were queues greater than 30 minutes at security on 81 instances across 33 days in the fourth quarter of 2021 at Dublin Airport. A large proportion of these breaches occurred in December (54). We continued to engage with Dublin Airport on this matter and it noted it was working on reducing security queue times in order to meet the 2022 targets. It also noted that the recruitment of new security officers was ongoing, as well as the provision of additional support from other areas of the business.

Dublin Airport met all targets for wait times for arriving passengers with reduced mobility. However, it did not meet the targets for departing passengers. The targets were not met for waiting times at the terminal reception point associated with pre-advised or non-pre-advised passengers. The performance relative to the targets are displayed here. We discussed this with Dublin Airport, and they attributed the performance to difficulties rebuilding the PRM operation when the ban on non-essential travel was lifted, as well as the high level of uncertainty and unpredictable growth that continued from this point. Further, it stated that changed passenger behaviour associated with Covid-19, recruitment challenges, and increased processing times associated with clearance required for new staff also impacted the performance in this area. We identified the necessity for Dublin Airport to address these issues in order to meet the targets in place for 2022. 

There was no price cap adjustment for 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.

Dublin Airport met all targets. 

There is no price cap adjustment.

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.

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.

Dublin Airport met all targets. 

There is no price cap adjustment.

Dublin Airport met all targets. 

There is no price cap adjustment.