Main IATA navigation

HomeServicesConsultingAirport, Passenger and SecurityLevel of Service (LoS) Concept

Level of Service Concept

​​​​​​​​​​​When evaluating and determining the overall airport performance, it is crucial to have a balanced view of the system from the perspective of different airport stakeholders and users. Therefore, IATA and ACI have joined forces to provide an objective and unbiased analysis of the Level of Service (LoS) at airport facilities. The joint assessment will determine the best possible solutions to optimize the LoS for the whole airport community.​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

Optimize your airport resources!

Where to start?

The first step to optimize airport resources is to know where you stand. Comparing yourself to leading airports and industry standards will allow you to identify areas where you need to improve in order to minimize passenger waiting times and to maximize the efficiency of facility operations and development costs. The application of the new Level of Service (LoS) concept, featured in the latest edition of the Airport Development Reference Manual, provides a detailed benchmark and determines if:
  • Your airport processes offer satisfactory passenger waiting times and adequate space.
  • Your airport’s infrastructure is optimized for current operations and suitable for future growth.
  • Your CAPEX and OPEX are adequate.
  • The contractual obligations of airport owners, operators and/or third-party service providers are being met.

How can IATA & ACI help?

LoS Assessment Study

Analysis of the provided LoS within current or future terminal facilities, complemented by recommendations for improvements.​

Capacity/Demand Study

Comprehensive technical assessment and analysis of the future facility requirements (processing / holding / circulation), based on the guidelines from the revised LoS.

LoS Training

Coaching on the new LoS concept and its correct application.

Modification of existing Service Level Agreements (SLA)

Technical assistance for adjusting old LoS specifications (within concession contracts or SLAs) to the new system.

Airport optimization expertise from IATA & ACI

Airport industry standards

With the ADRM, IATA & ACI define airport industry standards and guidance materials that are commonly recognized and applied globally. The ADRM is the ​most comprehensive manual for all aspects of airport planning, capacity definition and facilities design. The latest Edition includes new provisions for the Level of Service concept – which is a main criterion for developing passenger terminal facilities or for assessing the provided performance. IATA & ACI are the originators of the airport-related LoS concept and therefore understands best how to correctly apply the LoS system.

Comprehensive subject matter expertise

IATA & ACI have played a key role in the aviation industry for decades. During this time, our experts have gained extensive experience in elaborating the multiple LoS studies for small regional airports to big international hubs. Our expert team has hands-on knowledge about international airport planning standards & best practices and can effectively adapt the LoS concept to specific local requirements.

Easy stakeholder access and consultation

As the global representative and trade association of the airline and airport industries, IATA & ACI have direct access to their members. Having straightforward access is essential for collecting critical inputs (such as actual processing times, waiting time expectations etc.) when it comes to carrying out studies about the LoS. 


The evaluation process and recommendations pertaining to LoS will be fair and unbiased – to ensure achieving the best possible solutions for the whole airport community. ​

Essential planning tools

Our experts use advanced planning tools –such as simulation– in order to support all kinds of LoS-related studies. Especially in case the analysis requires the detailed assessment of future facility requirements or when the operations have major implications, a dynamic simulation tool is essential to derive precise results.​

Featured articles & webinars


More information


Our mission is to represent, lead and serve the airline industry

Additional information