The Civil Aviation Authority has warned BAA that it faces penalties if it fails to raise customer service levels at Stansted airport.
The CAA said it was acting on the Competition Commission’s finding that the airport’s service performance has been “at times unacceptably low during the past five years”.BAA has already been fined nearly £8m this year after missing service targets at Heathrow and Gatwick. Now it could be forced to rebate airlines up to 7% of its airport charge revenues.
The service measures include baggage reclaim; passenger security queues; cleanliness; seating availability; wayfinding; flight information; and services delivered directly to airlines.
“The CAA is putting in place a financial incentive regime for the delivery of consistently good service quality to passengers and airlines,” the CAA said in a statement.
In October the CAA ordered BAA to pay back £7.9m in landing fees to airlines at Heathrow and Gatwick, including a record charge of £1.65m for April, when Heathrow missed targets to halve waiting times.