Service Standards - Domestic

Service Area Standards

1 Check-in Processing
Maximum 45 seconds per
1.1 With hand baggage
guest
1.2 With check in baggage Maximum 60 seconds
1.3 9W - 9W Through Check-in Guests Maximum 90 seconds
1.4 International Through Check-in Guests Maximum 120 seconds
2 Queue Time (Time Guest In Queue)
Maximum queue time 05
2.1 Premiere Class
minutes
Maximum queue time 10
2.2 Economy Class
minutes
3 Flight Check-in Closure
3.1 Premiere / Economy Class D - 45 minutes
3.2 No show SMS / Tele check-in offloaded D - 45 minutes
3.3 Standby Guests Acceptance Completed D - 40 minutes
4 Guest Boarding
4.1 Originating Flights (Base Flights) D-50 minutes
4.2 45 minutes Turnaround D-30 minutes
4.3 40 minutes Turnaround D-25 minutes
4.4 35 or 30 minutes Turnaround or Transit D-20 minutes
5 Gate No-show and Missing Guest Drill
5.1 Base Flights D -25 minutes
5.2 Non Base / Turn around flights D -15 minutes
 Service Area Standards
6 Guest Baggage
Priority Bags delivered before Economy
6.1 At all times
Class
6.2 First bag on baggage belt ATA + 07 minutes
6.3 Last bag on belt ATA + 15 minutes
Last bag on belt for aircraft park on outer
6.4 ATA + 20 minutes
bays in BOM and DEL
7 Compliments and Complaints
2.8 per 10,000 guests
7.1 Number of complaints
boarded
7.2 Number of compliments 9 per 10,000 guests boarded
8 Departure Punctuality
8.1 Overall 98.5%
8.2 Up to 15 minutes delay 98.5%
8.3 More than 15 minutes delay 99.5%
9 Mishandled Baggage
1 case per 1000 guests
9.1 MHB (AHL + DPR)
boarded
10 Cargo and Courier
10.1 Cargo acceptance completed by D - 90 minutes
10.2 Courier acceptance completed by D - 90 minutes
10.3 Cargo positioned at the Aircraft D – 60 minutes
10.4 Courier positioned at the Aircraft D – 60 minutes
10.5 Courier delivered to Airport warehouse ATA + 45 minutes
10.6 Cargo delivered to Airport warehouse ATA + 45 minutes
Service Standards – International Narrow-Body
Service Area Standards

1 Check-in Processing

1.1 With hand baggage Maximum 2 mins per guest

1.2 With check in baggage Maximum 3 mins per guest

Onward connections
1.3 Maximum 5 mins per guest
International/Domestic
2 Queue Time (Time guest in Queue)
Maximum queue time 05
2.1 Premiere Class
minutes
Maximum queue time 15
2.2 Economy Class
minutes
3 Flight Check-in Closure

3.1 Premiere / Economy Class D-60 minutes

No show and Tele check-in offloaded (all
3.2 D-60 minutes
classes)
3.3 Standby Guests Acceptance Completed Up to D-55 minutes

4 Guest Boarding

4.1 B737 flights D-45 minutes

5 Gate No-show and Missing Guest Drill

5.1 Base Flights D -25 minutes

5.2 Non Base / Turn around flights D -15 minutes

ATA + 15 minutes-all
6 Wheelchair Handling wheelchair guests
disembark from aircraft
 Service Area Standards

7 Guest Baggage
Priority bags delivered before Economy
7.1 At all times
Class
7.2 First bag on baggage belt ATA + 10 minutes

7.3 Last bag on belt ATA + 25 minutes

8 Compliments and Complaints

2.8 per 10,000 guests
8.1 Number of complaints
boarded
9 per 10,000 guests
8.2 Number of compliments
boarded
9 Departure Punctuality

9.1 Overall 98.5%

9.2 Up to 15 minutes delay 98.5%

9.3 More than 15 minutes delay 99.5%

10 Mishandled Baggage
3 cases per 1000 guests
10.1 MHB (AHL + DPR)
boarded
11 Cargo and Courier
11.1 Cargo acceptance completed by D - 120 minutes
11.2 Courier acceptance completed by D - 120 minutes
11.3 Cargo positioned at the Aircraft D – 90 minutes
11.4 Courier positioned at the Aircraft D – 90 minutes
11.5 Courier delivered to Airport warehouse ATA + 60 minutes
11.6 Cargo delivered to Airport warehouse ATA + 60 minutes
Service Standards – International Wide-Body
Service Area Standards

1 Check-in Processing

1.1 With hand baggage Maximum 2 mins per guest

1.2 With check in baggage Maximum 3 mins per guest

Onward connections
1.3 Maximum 5 mins per guest
International/Domestic
2 Queue Time (Time guest in Queue)

2.1 Premiere Class Maximum queue time 05 minutes

2.2 Economy Class Maximum queue time 15 minutes

3 Flight Check-in Closure

3.1 First / Premiere Class D-60 minutes

3.2 Economy Class D-60 minutes

No show and Tele check-in offloaded
3.3 D-60 minutes
(all classes)
Standby Guests Acceptance
3.4 Up to D-55 minutes
Completed
4 Guest Boarding

4.1 Wide Body Aircraft D-60 minutes

5 Gate No-show and Missing Guest Drill

5.1 Base Flights D -25 minutes

5.2 Non Base / Turn around flights D -15 minutes

ATA + 15 minutes-all wheelchair
6 Wheelchair Handling
guests disembark from aircraft
 Service Area Standards

7 Guest Baggage
Priority bags delivered before
7.1 At all times
Economy Class
7.2 First bag on baggage belt ATA + 12 minutes

7.3 Last bag on belt ATA + 40 minutes

8 Compliments and Complaints

8.1 Number of complaints 2.8 per 10,000 guests boarded

8.2 Number of compliments 9 per 10,000 guests boarded

9 Departure Punctuality

9.1 Overall 98.5%

9.2 Up to 15 minutes delay 98.5%

9.3 More than 15 minutes delay 99.5%

10 Mishandled Baggage

10.1 MHB (AHL + DPR) 3 cases per 1000 guests boarded

11 Cargo and Courier
11.1 Cargo acceptance completed by D - 120 minutes
11.2 Courier acceptance completed by D - 120 minutes
11.3 Cargo positioned at the Aircraft D – 90 minutes
11.4 Courier positioned at the Aircraft D – 90 minutes
11.5 Courier delivered to Airport warehouse ATA + 60 minutes
11.6 Cargo delivered to Airport warehouse ATA + 60 minutes