(Ferrovial) BAA

BAA has implemented a system called QSM (Quality of Service Monitor) for conducting surveys among the passengers arriving at or departing from the airports and who use the airport’s services (parking,restaurants, stores, etc.). Passengers are asked to score the service received on a scale of 1 to 5.  

Overall Satisfaction with the Airport

In general terms, the overall level of passenger satisfaction with the airports is “very good”, 4.19 points in 2011. The scores have improved in recent years at all the airports.

Waiting Time at Security Control Points

One of the highest-rated aspects was the waiting time at security control points. At Aberdeen airport, 99% of passengers waited less than 10 minutes. At Heathrow airport, 96.89% of passengers went through these security controls in less than 5 minutes (1.89 points above the goal set). At Southampton airport, passengers waited 4 minutes on average, and at Edinburgh airport they waited 4.13 minutes. At Stansted airport, 97.7% of passengers went through security in less than 10 minutes. At Glasgow airport, 95.1% of passengers waited less than 5 minutes and 99.1% waited less than 10 minutes.