Customer Service performance

Our customer service performance

As part of the economic regulation of Stansted Airport, the Civil Aviation Authority (CAA) introduced a 'Service Quality Rebate scheme' (SQR), with the aim of improving service standards at Stansted Airport. However, following de-regulation on 31st March, this scheme has ceased to exist.

As part of MAG's commitment to service and quality to our airlines and passengers at Stansted Airport, we intend to replace the previous scheme with 'Service Quality Commitments' (SQC). SQC covers security queuing performance and pier service availability together with the serviceability (availability) of 'Passenger Sensitive Equipment' (PSE), which includes lifts, escalators and the 'Track Transit System'. Other equipment in the scheme includes the outbound baggage system, arrivals baggage reclaim belts, fixed electrical ground power (for aircraft on stands), stands and jetties.

In the event that Stansted Airport fails to achieve any of the agreed performance measures, rebates based on the percentage of monthly airport changes are paid pro-rata to Stansted based airlines. 

You can download our latest SQC Poster (2020) here.

Performance history to date

The following Service Quality Rebate reports are in PDF format and open in a new window.

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2019 Performance

2018 Performance

2017 Performance