Aviation Regulator confirms continued service quality performance improvement at Dublin Airport

The Irish Aviation Authority (IAA) today confirmed, that for performance in 2024, Dublin Airport incurred a passenger Quality of Service (QoS) bonus of €4.5 million and a penalty of €3.8 million, resulting in a net bonus of €0.7 million.

The Quality of Service framework, designed to incentivise the provision of high-quality passenger services at Dublin Airport, looks at the experiences of all passengers, including those passengers who require additional assistance in travelling through the airport. The IAA monitors Dublin Airport’s performance against pre-defined targets, and the price cap can increase if certain QoS thresholds are exceeded, or decrease if QoS targets are not reached.

In Summary:

• Dublin Airport achieved bonuses for exceeding targets on overall satisfaction, ease of movement, finding your way around, flight information screens, availability of baggage trolleys, and satisfaction with the free wi-fi, in addition to bonuses across four satisfaction metrics with respect to passengers with reduced mobility.
• Penalties were incurred for not meeting the targets on cleanliness of washrooms and information on ground transport.
• All targets in relation to infrastructure availability were met.
• Security queue time performance also improved compared with performance in 2023, with just 5 days where targets were not met compared to 20 days in 2023 which resulted in penalties.

Overall, Dublin Airport achieved a QoS bonus of €0.13 per passenger in 2024 and incurred a penalty of €0.11 per passenger. The maximum level of Airport Charges which may be levied by daa in respect of Dublin Airport for 2024 was €9.54 per passenger.

The full 2024 Final Price Cap Statement, which includes details of all adjustments to the price cap including those relating to inflation and capital investment triggers, can be found on the IAA website.