level of service assessment handout

© IATA & ACI | 2014 NEW Airport Level of Service Concept 1

New

Level of Service

Concept


In March 2014, IATA –in collaboration with ACI and other key aviation industry

stakeholders– released the 10th Edition of the Airport Development Reference

Manual (ADRM).

The ADRM brings together aviation industry best practices with respect to the

development of world-class airports.

It is recognized as one of the aviation industry's

most important guides for airport development

(be it the planning of new airports or extending

existing airport infrastructure).

Its content represents the consolidated

recommendations of world-renowned industry

specialists and organizations seeking to promote the

development of sustainable and efficient

world-class airport facilities.

New Airport Development Reference Manual


The concept of Level of Service (LoS) is an aggregated guidance framework for the

planning of new terminal facilities as well as for monitoring the operational service

performance of existing facilities.

The previous LoS framework primarily specified the minimum space to be

provided for each passenger (area/PAX) at various terminal sub-systems.

The LoS parameters can vary from one sub-system to the other, e.g. the space

requirement for a specific LoS at ‘passport control’ is different from the

requirement at ‘check-in’.

The LoS concept is also often used for performance comparisons or as a

benchmark that determines whether contractual obligations of airport owners,

operators and/or third party service providers are being met.

Level of Service Concept

ADRM 9th Edition – Previous Level of Service Concept


In the new ADRM, the LoS framework has been completely revised to better

reflect both:

The dynamic nature of terminal operations and throughput; and

The intention of increasing infrastructure efficiency.

When planning terminal processing facilities and corresponding passenger queuing

areas, TWO important variables jointly dictate the new LoS:

The new LoS concept consists of FOUR categories:

NEW Level of Service Concept

SPACE MAXIMUM WAITING TIME

UNDER-PROVIDED

SUB-OPTIMUM

OPTIMUM

OVER-DESIGN


The new LoS framework is reflected in a space-time concept to be used for

defining the LoS at processing facilities and corresponding waiting areas.

The space axis defines the amount of space available per occupant.

The time axis denotes the

maximum waiting time for

passengers in queue.



Level of Service Concept

COMPARISON

Previous LoS Concept New LoS Concept

Level

Category

• A (excellent comfort)

• B (high comfort)

• C (good comfort)

• D (adequate comfort)

• E (inadequate comfort)

• F (unacceptable comfort)

• Overdesign

• Optimum

• Sub-Optimum

• Under-Provided

Main

Criteria

Service levels defined based on

• provided Space per Passenger

Maximum waiting times are provided as rather

general guidance without a clear link to LoS

categories.

Service levels defined based on the combination of both

• provided Space per Passenger AND

• Maximum Waiting Time

Rationale The intention of providing passengers with an

excellent LoS (‘A’) often resulted in terminal

facilities that are:

• Tremendously oversized during regular

operational periods

• Inefficient and costly infrastructure

The new LoS concept now clearly targets the provision of

OPTIMUM facilities, meaning:

• Sufficient space to accommodate necessary functions in

a comfortable environment

• Acceptable processing and waiting times


The general objective of the new LoS philosophy is the provision of OPTIMUM

passenger facilities, avoiding over- or underproviding.

Terminal facilities that are operating at an OPTIMUM LoS…

provide sufficient space to accommodate necessary functions in a comfortable

environment;

provide stable passenger flows with acceptable processing and waiting times;

denote overall good service (comfort level) to passengers while keeping CAPEX

and OPEX at a reasonable level; and

balance economic terminal dimensions with passenger expectations.



The approach to LoS has also been modified to better reflect the current aviation

market from a global perspective. Different regions, countries and markets require

modification of the airport environment to match their service needs.

Therefore, the new updated parameters for LoS will now reflect a range of values

for space and maximum waiting time to allow an airport to tailor its service level to

the market and region it serves. The appropriate LoS value should always be

established in consultation with all stakeholders, including the airport's airline

community, airport management and other service providers.

The following table provides an excerpt from the specific LoS guidelines for airport

terminal facilities to be used:

In order to identify the new LoS categories or

When undertaking a capacity/demand or LoS analysis.



Optimum Sub Optimum Optimum Sub Optimum Optimum Sub Optimum

1.2 - 1.7

Check-in

1.3 - 1.8 1 - 2 1 - 2

1.3 - 1.8 1 - 5 1 - 3

1.3 - 1.8 10 - 20 3 - 5

1 - 3

1.0 - 1.2 5 - 10 1 - 3

1.0 - 1.2 5 - 10 1 - 3

1.5 - 1.7

1.0 - 1.2

1.0 - 1.2 5 - 10 1 - 5

Narrow Body 1.5 - 1.7 1 - 15

Wide Body 1.5 - 1.7 1 - 25

1.2 - 1.7

1 The lower l imit is only to be considered if extensive F+B seating is provided in the departure lounge, or, concession zone seating available

Over design

Self-Service Boarding Pass / Tagging>1.8 <1.3

First Class Check-in Desk

>2.3 <2.0

<1 >3

> 5>1.8 <1.3 <10 >20 < 3

>1.8 <1.3 <1 > 5

Bag Drop Desk

(queue width 1.4 - 1.6 m)

Standing>1.2 <1.0

WAITING TIME STANDARDS

FOR PROCESSING FACILITIES (Minutes)

WAITING TIME STANDARDS

FOR PROCESSING FACILITIES (Minutes)

SPACE STANDARDS

FOR WAITING AREAS (m2/pax)

Economy Class Business Class / First Class

Security Checkpoint

(queue width: 1.2 m)

Fast Track

>1.2 <1.0 <5 >10 <1 >3

ADRM 10th Edition

Public Departure Hall

Over design Over design

>1.2 <1.0 <5 >10 <1 >3

<1 >2 <1 > 3

>3<1

Passenger Terminal Sub-System

Business Class Check-in Desk

Check-in Desk

(queue width: 1.4 - 1.6 m)

>1.2 <1.0 <5 >10 <1 >5

>1.7 <1.5

First passenger to first bag

>1.7 <1.5 <1 >15<1 1 - 15 > 15

Emigration (Passport Control)


Public Arrival Hall

Baggage Claim Area

n.b. Priority bags to be delivered before Economy

>1.7 <1.2

>1.7 <1.5 <1 >25

First passenger to first bag

Immigration (Passport Control)


Fast Track

Boarding

Gate

Lounge

Seating

Fast Track

NEW Level of Service Parameters

For reference purposes, the table also includes former equivalents from

the previous LoS concept (as per ADRM, 9th Edition).


Experts from IATA and ACI can professionally assist with a wide range of services

around the previous and new LoS framework:

LoS training: Coaching on the new LoS concept and its correct application.

LoS assessment study: Analysis of the current LoS within the passenger

terminal, complemented by recommendations for improvements.

Capacity/Demand study: Comprehensive technical assessment and analysis of

the future facility requirements for various passenger facilities (processing /

holding / circulation)

Modification of existing Service Level Agreements (SLA): Technical

assistance for adjusting previous LoS specifications (within concession contracts

or SLAs) to the new system.

IATA & ACI Consulting Services


Airport industry standards: With the ADRM, IATA & ACI define airport industry standards and guidance materials that

are commonly recognized and applied globally. The ADRM is the most comprehensive manual for all aspects of airport

planning, capacity definition and facilities design. The latest Edition includes new provisions for the Level of Service

concept – which is a main criterion for developing passenger terminal facilities or for assessing the provided performance.

IATA & ACI are the originators of the airport-related LoS concept and therefore understands best how to correctly apply

the LoS system.

Comprehensive subject matter expertise: IATA & ACI have played a key role in the aviation industry for decades.

During this time, our experts have gained extensive experience in elaborating the multiple LoS studies for small regional

airports to big international hubs. Our expert team has hands-on knowledge about international airport planning standards

& best practices and can effectively adapt the LoS concept to specific local requirements.

Easy stakeholder access and consultation: As the global representative and trade association of the airline and airport

industries, IATA & ACI have direct access to their members. Having straightforward access is essential for collecting

critical inputs (such as actual processing times, waiting time expectations etc.) when it comes to carrying out studies

about the LoS.

Neutral: The evaluation process and recommendations pertaining to LoS will be fair and unbiased – to ensure achieving

the best possible solutions for the whole airport community.

Essential planning tools: Our experts use advanced planning tools –such as simulation– in order to support all kinds of

LoS-related studies. Especially in case the analysis requires the detailed assessment of future facility requirements or

when the operations have major implications, a dynamic simulation tool is essential to derive precise results.

Why IATA & ACI ?


Contact Information

International Air Transport Association

800 Place Victoria,

P.O. Box 113

Montréal, Québec H4Z 1M1

Canada

www.iata.org/consulting

[email protected]

Airports Council International World

800 Place Victoria, Suite 1810,

P.O. Box 302

Montréal, Québec H4Z 1G8

Canada

www.aci.aero

[email protected]

level of service assessment handout

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