Feedback from passengers on our performance is important to us.

Our main measure is the quality of service monitor (QSM). This provides us with a measure of passenger satisfaction on a scale of 1 to 5 (1 = extremely poor and 5 = excellent). Our performance is measured daily against a range of service delivery criteria, including check-in and security queues, cleanliness, ease of way finding and trolley availability.

We use this insight in many ways, not just to inform our day-to-day operation, management activities and strategic investment choices but also to set our own performance targets to improve the quality of our facilities and service levels.

Passenger Quality of Service Monitor - overall airport/terminal experience rating
(Departing and arriving passengers)

Score: (1 = extremely poor and 5 = excellent)

Passenger Quality of Service Monitor - security queue time rating
(Departing passengers only)

Score: (1 = extremely poor and 5 = excellent)

For more information on BAA’s performance click here (link to page 44 of group CR report)

Edinburgh airport
BAA's programme of investment in 2007/8 at Edinburgh largely focused on delivering new and upgraded terminal facilities designed to improve the passenger experience. A £2.5 million upgrade of the security search area provided additional capacity by increasing the total number of x-ray machines from six to ten. In addition, a new 'overflow' security search area was created enabling passengers to be processed faster at peak times. This investment helped the airport meet its security queuing target of processing 95% of passengers through the search area in under five minutes.

Edinburgh’s overall passenger satisfaction score for the year dipped slightly from 4.07 to 4.02. The airport has responded by targeting identified problem areas, such as security queuing, check in and toilet cleanliness.

Glasgow airport
Glasgow’s customer service teams faced a number of major operational challenges in 2007. In May, the airport resounded to the tune of 7,000 visiting Spanish fans en route to Hampden Park for the 2007 UEFA Cup Final. Glasgow Airport’s customer service team won plaudits from many stakeholders, including the Scottish Football Association, for their warm welcome and smooth and efficient handling of a major operational challenge.

A month later, the team faced another, altogether more difficult, challenge when the airport was the subject of a terror attack. With dozens of flights cancelled following the attack, and thousands of holidaymakers expected over the weekend, the team came under intense pressure to re-open the terminal building as quickly – and safely – as possible. Staff and volunteers worked round the clock to resume normal operations and the airport re-opened less than 24 hours after the attack.

During the year, a number of ‘Meet the Manager’ events were held throughout the terminal, giving passengers an opportunity to discuss their airport experience with senior managers.

Over the course of the year, passenger satisfaction scores dropped marginally from 4.20 to 4.14. However, in July, the airport achieved the highest customer service score ever recorded by a BAA airport when its customer service ‘ambassadors’ scored 4.89.

This effort was recognised by Renfrewshire Chamber of Commerce, which presented Glasgow Airport’s customer service team with an award for ‘Excellence in Customer Service.’

Aberdeen airport
With passenger numbers continuing to rise, investment has also increased to meet demand. Some £50 million has been invested in the last five years alone.

This investment has transformed Aberdeen Airport over recent years. In 2007, Aberdeen was voted ‘Most improved airport in the world’ by Airports Council International.

QSM performance standards also improved in 2007, reflecting the airport’s focus on customer service, with improvements in security waiting times, check-in waiting times, baggage reclaim waiting times, way-finding, and trolley availability. Aberdeen was also ranked best in group in several QSM categories including the 'Cleanliness of the Departure Lounge', 'Courtesy of Immigration Officers' and 'Ease of finding toilets for Arriving Passengers'.

Security waiting times also improved, with 96% of departing passengers security screened within five minutes.