The International Air Transport Association (IATA) and airlines have an agreement known as the Service Level Agreement (SLA). The IATA SLA agreement sets standards for the delivery of services and the level of quality expected from various stakeholders in the aviation industry.
The IATA SLA agreement is a crucial document that helps airlines and other stakeholders in the aviation industry to achieve a high level of service delivery. It is a contract that outlines the expectations of the parties involved in the provision of services such as ticket distribution, baggage handling, and passenger handling. The agreement is meant to ensure that all parties involved in the provision of services uphold high levels of quality and efficiency.
The SLA outlines the key performance indicators (KPIs) for various stakeholders, such as airlines and ground-handling agents. The KPIs are measurable goals that determine the level of service expected from each stakeholder. For instance, the KPIs for airlines include on-time departures, baggage handling, and customer service. The KPIs for ground-handling agents, on the other hand, include ramp services, cargo operations, and other ground handling services.
The IATA SLA agreement is an important tool for airlines to manage their relationships with other stakeholders in the aviation industry. It helps airlines to monitor the performance of other stakeholders and hold them accountable for any breaches in service delivery. For instance, if a ground-handling agent fails to meet the KPIs outlined in the SLA, the airline may take appropriate action, such as issuing warning letters or terminating the contract.
The SLA agreement is renewed periodically, usually every three years. The renewal process involves negotiations between the stakeholders to ensure that the agreement reflects any changes in the market and the aviation industry. The renewal process also allows stakeholders to review the KPIs and make adjustments where necessary.
In conclusion, the IATA SLA agreement is an important document that helps to ensure the delivery of high-quality services in the aviation industry. The agreement sets standards for all stakeholders and outlines measurable goals for performance. It is a tool for airlines to manage their relationships with other stakeholders in the aviation industry and to hold them accountable for their service delivery. The renewal of the SLA agreement allows stakeholders to make adjustments to reflect changes in the market and the aviation industry.
