Our role
daa’s core purpose is to enable business and connect lives across the world. Our vision is to be airport industry leaders, delivering excellence in a sustainable future.
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.
Additional means of providing feedback have been provided in 2023, specifically an easy-to-use survey on the Dublin Airport App and a Customer Feedback Panel, which will meet for the first time in 2024.
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.
daa is committed to making its website and app accessible, in accordance with European Union (Accessibility of Websites and Mobile Applications of Public Sector Bodies) Regulations 2020. Following significant development work, daa was assessed as being partially compliant with Web Content Accessibility Guidelines 2.1 level AA in 2023.
Environmental commitments: We are committed to being an environmentally responsible business, as evidenced by ambitious sustainability plans. 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.
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. For website queries or feedback, contact webfeedback@dublinairport.com