The ACI – Airports Council International revalidated the certification of the five national airports – Lisbon, Porto, Faro, Ponta Delgada (under the direct management of ANA) and Funchal (managed by the subsidiary ANAM), as a model of good practices in its management.
Thus, Francisco Sá Carneiro Airport (Porto) obtained a rating of 80,1%, Lisbon Airport 77,6%, Lisbon Airport Faro 78,7% and João Paulo II Airport (Ponta Delgada) 77%.
Alongside ANA airports, Madeira Airport (ANAM) was also certified: 77% was the result obtained. These were the first European airports to receive this recognition, which occurred in 2010.
In the words of the chairman of the Board of Directors of ANA Guilhermino Rodrigues, “with the revalidation of the ACI certification, the services offered by Portuguese airports are at the level of the most demanding companies in the sector”.
Certification by the ACI is a process based on self-assessment criteria, whose objective is to recognize that the management of airports is focused on improving their performance and on the quality of service, adopting the best practices applicable in the sector.
Airports develop action plans using the results of passenger surveys (ASQ Survey) and performance measurements carried out on the entire Airport Process (ASQ Performance).
At the end of each year, the results obtained in the measurements (objective monitoring) are compared with the results of the passenger satisfaction assessment surveys (subjective monitoring). This information allows comparing the quality offered with the quality perceived by passengers.
Certification by the ACI guarantees due recognition of the Quality of service in the airport industry by an independent body, thus demonstrating, according to ANA, its «management commitment», «not only with the best industry practices, but also with its stakeholders and the regulated».
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