Airport Service Levels Agreement Framework

The ACI document “Best Practice Guidelines – Airport Service Levels Agreement Framework” presents a set of recommendations for the development of a contractual service level agreement framework between airport owners, operators, regulators and/or third party service providers. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), produced in collaboration with ACI.
Objective
A need has been identified by Airports Council International (ACI), via its member airport operators and business partners, to review and update where appropriate the notion of Level of Service (LoS) and how it is applied to the planning, design, upgrade and monitoring of airport systems.
The objective of these guidelines is to enable discussions between all parties to ensure that the airport is operating in a cohesive and balanced way, taking considerations of demand, processing rates and perceived service quality in addition to spatial requirements.
In addition, these guidelines aim to provide guidance to airport owners, operators, regulators and/or third party service providers to:
  • Understand the complex relationships between demand and capacity inside airport terminals

  • Define a service level framework adapted to the passengers’ needs and expectations that will provide a balanced approach between airport development and operations.
Vision
Where appropriate, a service level agreement should be formalized between stakeholders to ensure that expected levels of service are achieved throughout the passenger journey while ensuring that appropriate development triggers are planned for to cater for demand growth or systemic changes that affect the overall performance of the airport system.
Audience
The audience for these guidelines is the airport community, including airport owners, operators, regulators and/or third party service providers directly involved in the day to day activities at airports.
More Information
Best Practice Guidelines: Airport Service Levels Agreement Framework »
DISCLAIMER: the “Best Practice Guidelines – Airport Service Levels Agreement Framework” document and all content and material related thereto are the proprietary information and intellectual property of Airports Council International ("ACI") and are protected internationally under trademark laws.  Any unauthorized use of the ACI IP, other than as specifically authorized by prior written permission of ACI, is strictly prohibited, may cause irreparable harm to ACI, and may render you liable for monetary damages, an accounting of profits, and legal or other costs.
Case Studies
Examples of the application of the guidelines to airports all around the world are available in the Airport Service Level Agreement Case Studies.
DISCLAIMER: the “Best Practice Guidelines – Airport Service Levels Agreement Framework” document and all content and material related thereto are the proprietary information and intellectual property of Airports Council International ("ACI") and are protected internationally under trademark laws.  Any unauthorized use of the ACI IP, other than as specifically authorized by prior written permission of ACI, is strictly prohibited, may cause irreparable harm to ACI, and may render you liable for monetary damages, an accounting of profits, and legal or other costs. 



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