National Service Standard for General Terminal Access
Transport Canada provides aircraft owners, operators, and their passengers access to designated parts of an air terminal building during published hours of operation.
Fee: General Terminal Fee
Service Aspects/Delivery Targets
Access to a range of services located in the air terminal building will be provided during the published hours of operation in accordance with service level priorities established based on the nature and frequency of operation.
The airport operator will make every attempt to respond to requests for basic services.
Hours of operation will be communicated to clients. Advance notification of changes in hours of operation will be provided. Emergency operations affecting clients and air terminal building closures due to weather or other factors will be communicated as far in advance as practical and in accordance with established procedures.
The airport operator will report annually the total number of terminal use events, the number of clients denied access and the number of complaints. The percentage of clients denied access on an annual basis would be an indicator. The dispute management procedure will provide another indicator. Cases of unsatisfactory levels of service will be followed–up by the airport representative.
Complaint Feedback Mechanism
Transport Canada provides a range of opportunities for feedback including annual meetings, comment cards and web feedback. Clients are encouraged to provide comments, concerns, or complaints directly to the airport manager at the TC owned and/or operated airports. Regular users and commercial scheduled carriers communicate regularly through established channels. A list of TC owned and /or operated airports for which this service standard applies, and contact information is attached.
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