Service Level Agreements
Airline Handling provides Service Level Agreement which is a voluntary agreement between
the Airport Company and Ground Handlers or Airlines relevant to monitoring the performance
of all main ground handling activities involved. The Airport Company invites Ground Handlers
or Airlines interested in further evaluation to participate in discussion aimed at jointly
concluding on practical Minimum Service Delivery Standards.
AIA undertakes the responsibility for the collection, processing and evaluation of raw data on
the actual performance of measurable services significant to Passengers’ satisfaction and
accepts to commit to the Centralized Infrastructure Systems availability. The Airport Company
is currently developing a practical and cost effective measuring system that will enable all
parties involved to receive information on a regular basis.
The main areas for monitoring are:
• On-time performance
• Baggage delivery times
• Check-in performance
• Boarding times
• Aircraft handling performance
• Passenger transportation performance
Additionally, both parties jointly conclude on an incentive scheme relevant to the
particularities of each one of the Ground Handlers or Airlines in order to motivate their
compliance with the agreed MSDS.
The end result of a Service Level Agreement is to recognize “Best Performance” and take
corrective actions on continuous failures.
This is how AIA works with Aegean Airlines, Goldair Handling and Swissport Hellas having
succeeded to enhance the level of communication between the operational teams on duty,
to share operational knowledge and built up innovative ideas for further improvement, in
other words to materialize the partnership concept between the Airport Company and the
The level of service provided by both the Airport Company and the Ground Handlers to the
corresponding Airline affects the passenger’s impression about his/her transport.