Lisbon, Sept. 4, 2026 (Lusa) - The Portuguese Civil Aviation Authority (ANAC) has revised the service quality assessment indicators at the main airports, relating to baggage handling and security screening times, the regulator announced on Friday.
The new criteria were approved at a meeting of ANAC's Board of Directors on 31 August and announced today in a statement by the aviation sector regulator, whose remit includes services provided to passengers at airport facilities.
An official source at ANAC confirmed to Lusa that the decision concerns the airports of Lisbon, Porto, Faro, Funchal and Ponta Delgada, which are managed by the concessionaire ANA, part of the French group Vinci.
The regulatory body outlines four changes, to be implemented in phases from September, with an assessment of the results over the coming year.
In the area of security screening, there is a «change in the way processing times are measured», the aim of which is to assess the passenger experience «more rigorously», ANAC states in a press release.
Regarding baggage handling, there is an «update to the measurement methodology and service levels» to better align them with «operational realities» in this area.
With regard to «operational monitoring» at airports, «performance indicators» are being developed to ensure «greater transparency and the ability to identify bottlenecks».
In terms of regulatory oversight, ANAC is defining a «strengthening of the performance-based monitoring model» to encourage improvements in airport quality.
ANAC believes that these changes will enable «continuous improvement in the operational performance of national airports, the commitment of all stakeholders, and the protection of the interests of passengers and other air transport users».
The changes will be implemented in a «phased, consistent and sustained manner, based on technical work to be carried out with the sector's stakeholders», states ANAC.
«During 2027, there will be a phase of monitoring, technical validation and collection of operational information, including periodic reporting to ANAC on the results obtained,» it adds.
ANAC points out that the amendments were decided as part of a consultation process under the Airport Service Quality Scheme (RQSA), which concluded without an agreement between the airport operator and users.
PCT/AYLS // AYLS
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