The Task
Aerostar, the operator of San Juan International Airport, approached us with a request to conduct a comparative study of KPIs at major US airports and develop a Commercial Operations Manual with the minimum daily operation requirements for all commercial operators at the airport.
Our Approach
Our consultants conducted a detailed benchmark of KPIs and SLAs used by US airports with the highest customer service scores and most detailed requirements for their retailers. Based on the benchmark and global best practices on legal, financial, and operational requirements, we identified the areas where San Juan Airport could improve its performance.
Using this information, we developed a Commercial Operations Manual that can be used by all commercial retailers at the airport, both inside and outside the terminal. The manual has been designed to be easy to understand and will be included as an annexe to all future commercial contracts.
The Result
This manual will assist retailers in answering questions they would typically need to contact airport management to clarify, thereby facilitating Aerostar’s daily management of commercial activities while providing an overview of issues to be dealt with.
Overall, our approach has been assertive, and we are confident that the Commercial Operations Manual will help San Juan Airport improve its performance and streamline its commercial operations.