Dublin airport has responded to the record €10.1m fine by the Irish Aviation Authority fine of by stating that that most of the issues raised by the IAA inspectors are being tackled by their 15-points improvement plan.
The IAA stated that Dublin Airport earned a Quality of Service bonus of €3.4m in 2023 but incurred a penalty of €10.1m, resulting in a net penalty of €6.7m for performance in 2023.
The IAA says Quality of Service framework is designed to incentivise high-quality passenger services based on pre-defined targets, including all passengers, including those requiring additional assistance.
Dunlin airport was rewarded for exceeding targets on overall customer satisfaction, ease of movement, availability of baggage trolleys, and wi-fi satisfaction.
Penalties were incurred for not meeting targets on cleanliness of terminals and washrooms, ground transport information, and security queue times.
Security queue performance improved in the second half of 2023, after penalties due to queues falling below target in the first five months.
Dublin Airport operator DAA responded to the regulator’s report by stating that passengers experienced good standards in 2023, with continuous improvement.
The DAA assured that standards at the airport will further enhance this year, with additional improvements scheduled in the upcoming months.
The DAA’s commitment to ongoing enhancement of services reflects their dedication to providing an excellent travel experience for passengers at Dublin Airport.
A written statement by DAA said: “Last year saw more than 15m passengers depart from Dublin Airport and 97pc passed through security screening in under 20 minutes, beating our own target of 90pc. Any issues flagged by the IAA relate to the early months of 2023 and were corrected before the start of the summer, through the roll-out of our 15-point improvement plan which saw us double down on important things like cleanliness, the removal of clutter and better wayfinding in both terminals. Improvements to Wi-Fi speeds, the addition of more seating at departure gates and the creation of family seating areas were also well received by passengers and made the passenger experience better.”
Dublin Airport achieved a Quality bonus of €0.10 per passenger but incurred a penalty of €0.30 per passenger, with the final 2023 price cap set at €8.46 per passenger.
