CPH Strategy | Capacity

New Service Level AgreementPerformance update – April 2015April 1st - May 3rd (week 18)

CPH Strategy | Capacity

New Service Level Agreement | Performance update - April

New agreement in effect April 1st with 14 unique KPIs covering 3 service areas -

departure, turnaround and arrival

Agreed changes:

Only one target per KPI

Target and criteria adjusted for some KPIs – no direct comparison with

performance corresponding to prior SLA

Financial compensation to be paid out quarterly

Performance update - April: week 14-18 (three days in May included)

SLA performance update on monthly AOC meetings

CPH Strategy | Capacity

New Service Level Agreement | Performance update - April

Departure [CPH] CSC in peak (<15 min. 90%): performed above target with 95 % on average (5/5 weeks above

target)

CSC all day (<20 min. 99%): performed above target with 99 % on average (4/5)

One Major Emergency Procedure activated (April 30th) (4/5)

Baggage outbound (20 min. Before STD 96%): average performance of 100 (5/5)

Departure [Airlines] Check-in waiting time (< 15 min. 90%): apart from Aviator, all handlers performed above target

all weeks with SGH in front (96 % on average)

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CPH Strategy | Capacity

New Service Level Agreement | Performance update - April

Turnaround [CPH] CSRA East in Peak (<10 min. 99%): 1 % below target in week 14 and 17, yet reached an

average performance on target (99 per cent) (3/5 weeks above target)

Baggage transfer (0% points according to starting point): positive figures all weeks with an

average performance of 3 % points (5/5)

Stand Functionality (> = 95%): performed above target all weeks with an average performance

of 99 % (5/5)

Turnaround [Airlines] Baggage transfer from on-block to barcode read (< -3% points according to starting

point):

Aviator performed better four out of five weeks reaching an average of -2 % points,

whereas SGH and MEZ reached an average performance of -5 and -4 % points

respectively

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CPH Strategy | Capacity

New Service Level Agreement | Performance update - April

Arrival [CPH] Availability - self-service bagdrop application (> = 99%): performed above target all weeks

with an average performance of 100 %

Arrival [Airlines] Baggage arrival first bag (< 25 min. 95%): CFS performed above target four out of five weeks,

with an average performance of 98 %. SGH & MEZ struggled to meet target most weeks.

Baggage arrival last bag narrow body (< 30 min. 90%): CFS performed above target four out

of five weeks with an average performance of 98 %. MEZ & Aviator struggled to meet target

most weeks

Baggage arrival last bag wide body (< 50 min. 90%): Except for a few weeks, all handlers are

performing below target on this KPI.

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