ANNUAL REPORT ‘12
BUSINESS REVIEW
40
ANA, S.A. will launch, over the course of the first
quarter of 2013, a process for consulting its customers
with the intent of updating fees corresponding to
activities regulated by Law and by the Concession
Contract.
However, it is essential that the transition to this new
regulatory model be made as quickly as possible, in an
efficient manner, and with the least possible impact and
disturbance to the fee system in effect. For this reason
ANA, S.A. suggests, based on consultations with its
customers, the current tariff structure, only making
adjustments to the amounts charged.
During the initial phase of implementing the new
economic regulation model, this option is expected to
facilitate a better understanding and adaptation by the
various entities to the diverse regulating mechanisms
established, making the implementation of tariffs
quicker and smoother, avoiding abrupt changes in the
future.
We believe that this solution represents an appropriate
compromise between the need to update the applicable
regulated tariffs at the airports managed by ANA, S.A.
and the safeguarding of the principles of stability and
user participation in the competitive development of
the available airport offer.
We should also mention that pursuant to the terms
of Art. 49 of Decree-Law no. 254/2012, an alteration
in the security fee is made in the component that
constitutes the compensation for the expenses borne
by airport operators. Under the terms of Art. 52(2),
this fee will be set by ministerial order of Government
members responsible for the areas of finances, internal
administration and economy, pursuant to a proposal
from the airport operator, and based on the opinions of
users or their representatives, and having as a reference
the costs inherent in security services provided.
Under these terms, in early 2013, ANA, S.A. will launch
a consultation process for the setting of the new
amount for the security fee.
7.1.3_Quality of service
As stated earlier, the quality of airport service is one
of the areas covered in the ANA, S.A. Concession
Contract, and the regime for it is contained in a separate
and specific annex (Annex 7). It is important, in any
event, to set down a record of the company’s approach
to this management component.
ANA, S.A. views customer satisfaction as one of its core
values. This means that the satisfaction of all those who
use the company’s services and the infrastructures
under its responsibility is a determining part of its
strategy and action.
The company’s diligent efforts to provide quality
service and its focus on continual improvement are
the fundamental motivations for participation in the
international benchmarking programme “ASQ – Airport
Service Quality”, in effect since 2006. The passenger
satisfaction assessment made through the comparative
analysis of the results of the quarterly survey carried
out at the boarding gates with passengers on domestic
and international flights, through the ASQ Survey
interface of that programme, has always been seen by
ANA, S.A. as a barometer of its past performance
and a compass for defining the actions it should
undertake. The participation of ANA, S.A. in this survey
is now an established practice in the terms of the
Concession Contract, measuring the quality of the
airport service regime.
The following graph shows that the level of passenger
satisfaction, as shown by this indicator, improved at all
the airports, compared to 2011.
