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T2 lands praise for passenger service

DUBLIN Airport's customer services standards have "dramatically improved" as it marks the first birthday of Terminal 2.

The airport scored fourth out of 28 European airports which handle between five million and 25 million passengers per year for its customer service in the third quarter of 2011.

This contrasts with 2006, when it came 24th out of 25 in the same European-wide survey.

"We've transformed the passenger experience at Dublin Airport over the past five years and our customer service ranking shows that passengers are enjoying the benefit of a much improved airport experience," departing chief executive Declan Collier said.

The airport also recently recorded the shortest security queue times since they began to be published by the Commission for Aviation Regulation, the independent aviation regulator which sets charges at the airport.

Between July and September, the busiest time of year at the airport, 92pc of passengers queued at security for less than five minutes, while 99pc of passengers queued for less than 10 minutes.

The queues were measured every 15 minutes, and about 15,000 separate measurements were taken between July and September.


The best ever performance in a range of customer services studies came as the airport marked the first anniversary of the official opening of T2.

More than seven million passengers have used T2 and its arrival and a wide range of other improvements in facilities helped Dublin "jump up" the European service quality rankings table, the DAA said.

"New and improved facilities such as T2, the two new departure gate piers, the extension to Terminal 1 have all helped give passengers a better airport experience," Mr Collier said.

T2 is currently home to Aer Lingus, American Airlines, Delta, Continental, Etihad and US Airways, while Emirates Airline will start operations from T2 in early January.

Gina Quin, Dublin Chamber of Commerce chief executive, said that in 2006 the lack of investment in Dublin saw it slump in the rankings for customer experience.

"Five years later, with Terminal 2, Ireland now has an airport with superior functionality and capacity while also being visually spectacular," she said.