Passenger Charter And EU Air Passenger Rights
Our Role
daa’s core purpose is to connect Ireland with the world and its vision is to be an airport industry leader that will grow its business with talented people delivering great service and value for airlines, passengers and business partners.
Our Commitments to passengers and those accompanying or meeting them
Safety: Our priority is to deliver a safe and secure airport for all our passengers.
Security: All our security checks will be conducted in a transparent, courteous and friendly manner and we are always happy to explain any of the national and international regulatory obligations we are obliged to follow in a respectful manner.
Facilities: We always aim to deliver clean, well-presented, customer-friendly terminal facilities. We work with our airport partners in restaurants, cafes and bars to ensure that all facilities are clean and comfortable and that there is a wide variety of food on offer to meet dietary requirements.
Valuing Feedback: We welcome all feedback from our customers to help improve on the delivery of our passenger experience. All feedback is acknowledged and is responded to quickly and decisively when our service does not meet our customer expectations.
Customer Care: We are committed to training friendly, courteous, presentable and easily identifiable staff who will assist passengers throughout their airport experience. We strive to provide services to all customers in an equal manner and to accommodate their diverse needs. Rights under the Equal Status Act 2000 are respected (disability, age, gender, marital status, family status, sexual orientation, religious belief, race and membership of the Traveller Community).
Passengers with Reduced Mobility and passengers with specific needs: We provide facilities and services for passengers requiring special assistance to ensure a comfortable journey through the airport.
Environmental commitments: We are committed to being an environmentally responsible business. We aim to minimise the environmental impact of our operations and enhance our environment through biodiversity.
Keeping people informed: Passengers will have clear way-finding signage. All flight information in the terminal and at the departure gates will be displayed clearly and in a timely and accurate manner.
Passenger Rights
On 17 February 2005, Regulation (EC) 261/2004 came into effect. The intention of this Regulation is to reduce the inconvenience caused to air passengers by delays, cancellations and denied boarding. The Regulation provides for standardised and immediate assistance for air passengers where these events occur.
For more information on EU Air Passenger Rights click here.
Complaints
As part of our commitment to provide safe, clean and welcoming airport environments, we are constantly seeking to improve our service offering. We continuously monitor passenger feedback and satisfaction through both extensive market research and direct passenger feedback tools. We review this feedback on an ongoing basis so that we can deliver value for money services and facilities for visitors to our airports, both to passengers and those accompanying or meeting them.
If you are in any way dissatisfied with the quality of service you receive from us we would like to hear from you.
For queries relating to Dublin Airport please email customerexperience@dublinairport.com or telephone us on (01) 814 4717.
For queries relating to Cork Airport, please email cork.feedback@daa.ie or telephone us on (021) 431 3131.
For queries relating to The Loop please email CustomerService@theloop.ie or telephone us on (01) 814 4356.