ANAC implements new service quality indicators for Portuguese airports

The National Civil Aviation Authority (ANAC) has revised the service quality evaluation indicators for major airports managed by ANA, including Lisbon, Porto, Faro, Funchal, and Ponta Delgada. These airports are operated by the ANA concessionaire, part of the French group Vinci.

The new criteria, approved by the ANAC Board of Directors, involve four phased changes starting in September. Key updates include a more rigorous method for measuring security screening processing times to better evaluate passenger experience, and an updated methodology for measuring baggage delivery to align with operational realities.

Additionally, the regulator is introducing new performance indicators for operational monitoring to increase transparency and identify constraints, alongside a reinforced performance-based monitoring model to encourage continuous improvement in airport quality.