Service Level Agreements 

Aware that the good performance of airports is only possible through the commitment of all Business Partners, ANAM - Aeroportos e Navegação Aérea da Madeira, SA has entered into Service Level Agreements for those activities deemed to be critical to the airport business, with the underlying objective of guaranteeing safety and the quality of the services provided to its Customers.

The main Partners - Ground Handling Agents, Airlines Representatives, Public Entities and ANAM itself - participated in the process of defining the Service Level Agreements. The critical processes were identified and the respective performance indicators agreed upon. ANAM undertook to perform the monitorisation of these indicators in each Summer and Winter period.
The agreement’s Partners further undertook to study and act together in regard to the different processes in which they participate, in order to promote the improvement of the same.

ANAM and its Partners, through the monitoring of these agreements and the half-yearly publication of the results, have made the commitment to their Customers to actively collaborate in continuously improving the quality level of the services provided.