Service excellence

The airport's handling agents are committed to continuously improving the service.

The goods terminal handling agents who provide services to airlines operating at Adolfo Suárez Madrid-Barajas Airport are committed to excellence and continuous improvement in providing their services.

As a result of this commitment, they have adopted common indicators and targets, and a monthly measuring process that enables them to publish the following quarterly service indicators:

SERVICE INDICATORS FIRST QUARTER 2021
Imported goods handled by agents or customs services Nº of shipments of the sample Target % of shipments that meet the target (*)
RFS goods (within ATA + 4 hours) 2.968 95% 98,82%
CARGO PLANE goods in T123 (within ATA + 8 hours) 2.461 95% 98,15%
WB COMBI AIRCRAFT goods in T123 (within ATA + 5 hours) 392 95% 99.57%
WB COMBI AIRCRAFT goods in T4 (within ATA + 6 hours) 4.912 95% 97,01%

* Measurements conducted on 10,733 import shipments in the first quarter of 2021, from all handling agents (no WFS data included).