IAA Establishes Passenger Advisory Group to Provide Consumer Voice in Aviation Regulation

The Irish Aviation Authority (IAA) has established its Passenger Advisory Group (PAG) for 2026-2030 following a public consultation on its Terms of Reference, Work Plan, and membership. The PAG will play a key role in improving the IAA’s understanding of what matters most to passengers in its regulatory decision-making.

The group will assist the IAA in examining how passenger priorities are addressed by Dublin Airport, particularly in relation to service quality, passenger experience and the five-year capital investment programme. This initiative is timely as the IAA prepares to set airport charges for Dublin Airport for the period 2027–2031. The IAA will engage with the PAG during the 2026 Determination consultation process to understand whether passenger priorities have evolved in terms of airport service requirements, and to identify any new areas of importance.

The IAA, in conjunction with the PAG will survey passengers to understand their needs and expectations, in the context of the European Accessibility Act (EAA) and EU Regulation EC No. 1107/2006 relating to passengers with reduced mobility.

The PAG comprises representatives from organisations that reflect the diversity of passengers at Dublin Airport:

• Leisure passengers: Consumers’ Association of Ireland and Fáilte Ireland.
• Passengers with reduced mobility or disabilities: National Disability Authority, Irish Society for Autism, Vision Ireland, Voice of Vision Impairment and Alzheimer’s Europe.
• Business passengers: Irish Business and Employers Confederation (IBEC), Chambers Ireland and IDA Ireland.

Commenting on the launch, Adrian Corcoran, Director of Economic Regulation, Consumer Affairs and Licensing at the IAA, said:
“We are committed to working closely with this diverse group to ensure that the voices and priorities of passengers are at the heart of the IAA’s decisions that shape the future of Dublin Airport and the wider travel experience.”

As Ireland’s single civil aviation regulator, the IAA is responsible for the regulation of safety, security, and consumer interests. The PAG’s first meeting is in relation to IAA’s economic regulatory function which includes setting the maximum level of airport charges at Dublin Airport (the price cap), which airlines pay for passenger processing and infrastructure use.

In setting the price cap, the IAA also establishes service quality targets. Failure to meet these targets results in a reduction in the price cap. For example, under the current framework, security queue times should not exceed 30 minutes, baggage processing infrastructure must be available, and passenger satisfaction across a range of measures — such as cleanliness, staff helpfulness, and wayfinding — must score at least “good” or “very good”. [CM1.1] Dublin Airport can also earn a price cap bonus if very high levels of passenger satisfaction is achieved.

As part of making the determination, the IAA will assess Dublin Airport’s capital investment plans for 2027–2031, and the PAG will assist in evaluating whether passenger-facing projects align with passenger priorities.

Further information on the Passenger Advisory Group is available www.iaa.ie/pag