Aéroports de Paris and oneworld airlines sign service level agreement at Paris Charles de Gaulle10 February 2006
Aéroports de Paris and the oneworldTM alliance airlines operating from Terminals 2 A, B and D at Paris Charles de Gaulle airport have signed today a service level agreement (SLA) which outlines the bases of their future partnership.
It establishes a baseline of measurements of quality of service with the aim of improving the working partnership between the airport operator and the airlines, in line with Aéroports de Paris' key strategic priority to improve the quality of its services to airlines and passengers.
The agreement covers two main areas: operational support and passenger satisfaction.
Key performance indicators, identified and selected by the oneworld carriers and Aéroports de Paris, will be jointly evaluated on a monthly basis. They include availability of electro-mechanical equipment, such as elevators, plus jetways and baggage systems.
Passenger satisfaction will also be assessed based on quarterly interviews of passengers, covering such aspects as the cleanliness of airport environment, availability of flight information, signage and serviceability of baggage trolleys.
Six of the alliance's member airlines currently serve CDG - Aer Lingus, American Airlines, British Airways, Cathay Pacific, Finnair and Iberia - carrying between them a total of six million passengers a year out of France on more than 1.000 flights a week to and from Paris Charles de Gaulle airport to some 25 destinations worldwide. Currently, American Airlines and Cathay Pacific operate from Terminal 2A, British Airways at Terminal 2B, Finnair and Iberia from Terminal 2D and Aer Lingus from Terminal 1.
oneworld Vice-President Customer Experience and Airports Ken Gilbert, in Paris for today's signing, said: "oneworld's member airlines have excellent reputations for high quality service. As one of Europe's leading airports, Paris Charles de Gaulle is very important to our carriers and customers. We look forward to work with Aéroports de Paris to deliver improved levels of customer service to our passengers flying to and from CDG."
oneworld brings together some of the best and biggest names in the airline business - American Airlines, British Airways, Qantas, Iberia, Cathay Pacific, LAN, Finnair and Aer Lingus, plus their dozen affiliates. Three more airlines are lining up to join - Royal Jordanian, which will come on board at the turn of 2006/2007; Malev, which has been elected on board with effect from early 2007; and Japan Airlines, which is seeking membership.
The alliance enables its members to offer their customers more services and benefits than any airline can provide on its own. These include a broader route network, opportunities to earn and redeem frequent flyer miles and points across the combined oneworld network and more airport lounges. Together, its members serve some 600 destinations and 135 countries.
oneworld was voted the world's best airline alliance by readers of Business Traveller magazine for the second year running in its 2005 poll and the World's Leading Airline Alliance for the third year running in the latest World Travel Awards, based on votes cast by80,000 travel agency professionalsfrom more than 200 countries.
It is also the only alliance whose members reported collective profits in their latest full year.
oneworld is the only alliance to enable passengers to fly throughout its network, on any combination of carriers, using just electronic tickets.
Note: LAN affiliates LAN ECUADOR and LAN ARGENTINA are not members of oneworld.