Airport security and passenger experience
Did you know?
Air quality around Stansted is well within the limit set for the protection of human health.
Airport security and passenger experience
Target for 2007
| Category | Target | Performance |
|---|---|---|
| Security | To manage the security operation to ensure the highest standards of security compliance, while delivering a target of no more than a ten-minute queue time for 95% of our passengers departing in our peaks. | Target achieved |
Our first priority is to ensure the safety of everyone using the airport, but beyond this we want people to have a fast and stress-free passage through security. That is why our target is for at least 95% of our passengers to queue for ten minutes or less at our security search area. Our performance for the year is 97.18%
Passenger insight
We regularly review and initiate surveys and research to help us improve our understanding of passenger expectations and views. We use this information to develop and invest in the right services, products and facilities at Stansted.
Feedback from passengers on our performance is hugely important to us. Our main measure is the quality of service monitor (QSM) which was established in 1990. It provides us with a measure of passenger satisfaction on a scale of 1 to 5 (1 = extremely poor and 5 = excellent) and we use this information to inform our target setting process. The QSM covers many aspects of passenger service, some of which are not in our direct control, including:
| Departures | Arrivals |
|---|---|
| Way-finding | Way-finding |
| Toilet cleanliness | Baggage reclaim waiting time |
| Flight information | Toilet cleanliness |
| Check-in waiting time | Concourse crowding |
| Security waiting time | Smoking arrangements |
| Departure lounge crowding | Trolley availability |
| Smoking arrangements | |
| Loudspeaker arrangements | |
| Trolley availability |
We also value the detailed passenger comments that we receive from our feedback cards, website and correspondence.
The insight from this is used in many ways. Not just to inform our day-to-day operation, management activities and investment choices but also to set our own performance targets to improve the quality of our facilities and service levels.
Our regulator (the Civil Aviation Authority) uses the QSM to set targets as part of the service quality rebate scheme which also measures the availability and performance of our key passenger service assets (e.g. stands, jetties, lifts, escalators, moving walkways, baggage reclaim belts, fixed electrical ground power for aircraft on stands, and the inter-terminal transit), pier service, security queuing levels and aircraft congestion on the airfield.
Stansted customer service (QSM) performance
| Year | 2006 | 2007 | ||||||
|---|---|---|---|---|---|---|---|---|
| Quarter | Q1 | Q2 | Q3 | Q4 | Q1 | Q2 | Q3 | Q4 |
| Overall airport / terminal experience rating1 | 4.08 | 4.01 | 3.95 | 4.01 | 4.05 | 3.99 | 3.97 | 4.07 |
| Security queue time rating2 | 3.86 | 3.88 | 3.77 | 3.47 | 3.75 | 3.70 | 3.73 | 3.73 |
1Departing and arriving passengers
2Departing passengers only
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