The audience for these policies is the airport community, including airport owners, operators, regulators and/or third parties who are directly involved in day-to-day operations at airports. Another point of view is: “My service is so good that my customers don`t need SLAs”. A joint initiative of IATA and Airports Council International aims to optimise guidelines for passenger service at airports. With the ADRM, IATA & ACI defines standards and guides for the airport industry, which are universally recognized and applied worldwide. The ADRM is the most comprehensive manual for all aspects of airport planning, capacity definition and facility planning. It includes the Level of Service Concept – a main criterion for the development of passenger terminals or for the evaluation of the service provided. IATA & ACI are the architects of the LoS concept and are therefore in the best position to apply it correctly. How to improve the Service Level Framework (LoS) can help airports improve customer service and competitiveness The ACI document “Best Practices Guidelines – Airport Service Levels Agreement Framework” contains a number of recommendations for the development of a contractual framework for service level agreements between airport owners, operators, regulators and/or third parties. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), created in collaboration with ACI. To obtain accurate loS assessment results, IATA first set up and calibrated a simulation model. The combination of relative simplicity and broad applicability allows aviation professionals who do not have an extended legal or purchasing origin to use and enter into contractual service agreements. After all its years of use, SGHA is today a common language between airlines and ground service providers around the world. It is a commercial communication tool on the need and offer of airport services.
Standard service descriptions allow users to accurately choose the services needed for each location, adapt to the local specificities of an airline and compare and select the most appropriate service offering. This is no coincidence. The agreement has been constantly being improved by industry experts for several years….