12 Apr 2021by tobiasschaller

Service Level Agreement Airport


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Another view is: “My service is so good that my clients don`t need SLAs.” Some of the questions that are usually asked are: “We have been living for so many years without ALS, why do we suddenly need it?” and “I already have an SGHA on site, why do I need ALS?” The answer is that there is always room for improvement and to make business relationships clearer. The introduction of ALS is not necessarily a problem with the provision of services. Since consistency is an essential element of quality, perhaps an ALS with identical or similar objectives around its ground carrier network is the most important tool for an airline to “systematically” meet the needs of its customers. Moreover, in many cases it is not enough to know what is needed – both parties also need more details about expectations. If a group of friends goes to a restaurant and they all want to eat a steak, this information is not enough for the waiter. To meet expectations, the restaurant staff will also ask how to grill the steak for each customer. Since the beneficiaries of these services are both the customer and the end user, a rigorous process of monitoring and monitoring the perceived quality level must be implemented. This information It is no coincidence. The agreement has been constantly improved for several years by industry experts.

In the late 1950s, when airlines focused on the primary mission of passenger and cargo transport, ground-handling companies began providing services to meet the increased requirements for safe and efficient services. A group of airlines in Europe identified the need to establish a standard for cooperation in the provision of services at airports, either bilaterally or bilaterally. In 1988, the IATA Ground Handling Council (IGHC) was held in Montreal, replacing the Airport Handling Committee. Since then, the Aviation Service Agreements Group (AGSA) has been working annually to improve and update the SGHA. The AGSA Task Force is made up of commercial and operational experts who participate in stopover assistance contracts and are represented by airlines, stopover assistance companies and airports. The ACI document,Best Practice Guidelines – Airport Service Levels Agreement Framework contains a series of recommendations for the development of a contractual framework for service level agreements between airport owners, operators, regulators and/or third parties.

Categories: Allgemein