Performance standards

Manual handling of customers on or off aircraft is to be carried out by the Assistance Provider using an airbridge, ambulift or other approved lifting device. Where the aircraft cannot be serviced by these means, other appropriate handling aids will be utilised.

All Assistance Provider staff engaged in the assisting of passengers are to satisfactorily complete appropriate training for each task, disability awareness training and equality training. Training records will be regularly audited by Belfast International Airport (BIA).

All Assistance Provider staff engaged in the operation of equipment are to satisfactorily complete appropriate training for the safe and effective use of all equipment. Training records will be regularly audited by BIA.

All equipment (mechanical or otherwise) utilised by the Assistance Provider must be maintained in accordance with manufacturers guidelines and in good working condition. Equipment maintenance records will be regularly audited by BIA.

The service provider will meet the following levels of service:

For pre-booked departing customers (airline to be notified at least 48 hours in advance) who are at a designated departure point 2 hours prior to their flight.

  • 80% should wait no longer than 5 mins for assistance
  • 90% should wait no longer than 10 mins for assistance
  • 100% should wait no longer than 15 mins for assistance
  • All customers should reach the gate in time to enable timely pre-boarding and departure.

Non pre-booked departing customers:

  • 80% should wait no longer than 15 mins for assistance
  • 90% should wait no longer than 20 mins for assistance
  • 100% should wait no longer than 25 mins for assistance
  • The Service Provider will make all reasonable efforts to get the customer the departure gate on time.

Pre-booked arriving customers:

Assistance should be available at the aircraft for:

  • 100% when the aircraft doors open.
  • International customers to reach the baggage reclaim area within 30 mins of arrival (subject to completion of Border Force formalities).
  • Domestic customers to reach the baggage reclaim area within 15 mins of arrival.

Non pre-booked arriving customers:

Assistance should be available at the aircraft for:

  • 90% within 10 mins of aircraft doors opening.
  • 100% within 15 mins of aircraft doors opening.
  • International customers to reach the baggage reclaim area within 40 mins of arrival (subject to completion of Border Force formalities).
  • Domestic customers to reach the baggage reclaim area within 25 mins of arrival.

The provision of assistance may result in additional time being required to board, consequently customers requiring assistance are requested to present at Check In no less than two hours prior to departure.

No customer receiving assistance shall be left unattended while using a boarding wheelchair or other device in which the passenger is not independently mobile. BIA will provide training for frontline staff in relation to disability awareness and equality awareness in accordance with the guidance laid down under ECAC Document 30. Refresher training will be provided as appropriate.

BIA will monitor all aspects of quality of service associated with the implementation of Regulation 1107 / 2006 and will conduct regular customer satisfaction surveys. Complaints or comments regarding assistance provision may be made in person, by telephone, letter, Email or other convenient method to BIA Customer Services for investigation. All complaints will be acknowledged within 5 days and following a thorough investigation we aim to provide a full response within 30 days.

BIA maintain a close working relationship with the Consumer Council for Northern Ireland who provide regular feedback from organisations representing local Disabled Groups.

Complaints or comments should be addressed to :-

Assistance Provision
Customer Services
Belfast International Airport
BT29 4AB

Telephone +44 (0)2894 484317
Mobile +44 (0)7918706319
Email - csa@bfs.aero

 

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