ENAIRE reaches an all-time high in customer-perceived quality

ENAIRE, the state air navigation service provider, has achieved a customer-perceived quality level of 81.1%, the highest value in its historical series for the third consecutive year, surpassing the target set in its Strategic Plan (Flight Plan 2025) by 3.1 percentage points and closing the year with an accumulated increase of 11.6% since 2020.

ENAIRE measures customer satisfaction with its services and the extent to which expectations are met through annual surveys and interviews

The perceived quality score is calculated annually using perceived quality surveys for each customer segment, depending on the services provided by the entity. In addition, in-person interviews are used to analyse the priority expectations and demands, which are relayed to the organisation's Customer Plan. In 2025, the surveys covered the airport and general aviation segments, while in 2024 the corresponding surveys were conducted for pilots and commercial airlines.

For the first time since 2019, three of ENAIRE’s four main customer segments are considered promoters of the Entity, registering a positive Net Promoter Score (NPS).

Assessment of airports

Spanish airports gave ENAIRE a score of 93.4%, 2.4% higher than in the previous survey and the highest in the history of ENAIRE. This score assesses the perceived quality of the services provided by ENAIRE involving air control, traffic management, communications, navigation and surveillance, the design of airspace procedures, manoeuvres, and more.

Regarding the scores provided by airports, the highest-rated service is aerodrome air traffic control. Specifically, the services provided by ENAIRE in control towers, which scored 4.9 out of 5, experienced a 2% increase compared to the previous survey conducted in 2023 for this customer segment.

Also noteworthy are the communications, navigation, and surveillance services, whose perception increased by 4.7%, as well as aspects related to safety and aeronautical information services.

Customers consider ENAIRE’s strengths to be the professionalism, willingness, and collaboration of its staff, as well as improvements in coordination with airports through various working groups and communication channels.

The Net Promoter Score (NPS), which measures customer loyalty and satisfaction, reached 71 out of 100, increasing by more than 10 points compared to a figure that had remained stable since 2020, with 73% of Spanish airports acting as promoters or indicating they would recommend ENAIRE to other airport managers.

Assessment of general and sports aviation

Equally significant, in 2025 a perceived quality survey was conducted for general and recreational aviation clients, represented by the main associations and federations at the national level. They awarded ENAIRE a score of 81.8% for its service delivery, 7.1% higher than in the previous survey.

The score awarded to communications, navigation, and surveillance services has seen a significant increase of 16.7%, with rises of over 12% also observed in aeronautical information and air traffic services.

The rating for ENAIRE’s management and collaboration with its clients is also notable, reaching 97.5% in 2025.

As with airports, the Net Promoter Score (NPS) for general and recreational aviation shows that 73% of associations are promoters of ENAIRE.

These results reflect ENAIRE’s strategic commitment to collaborating with this sector of aviation and the work of all the departments involved.

Methodology

ENAIRE studies and analyses the level of perceived quality (LPQ) of the services it provides annually with different customer segments. On an alternating basis, it surveys airlines and pilots in even years, and airports and general aviation in odd years.

These studies are conducted in order to determine the needs and expectations of customers while complying with the requirements of the ENAIRE Management System, which is certified as per the UNE-EN ISO 9001 standard. Their results are used in a company-wide Action Plan whose aim is to promote continuous improvement.

[The level of perceived quality among airports reaches 93,4%].

About ENAIRE

ENAIRE is the air navigation service provider in Spain.

As a company of the Ministry of Sustainable Transport and Mobility, it provides air traffic control services during the en route and approach phases of all flights to and from Spain and overflights. In addition, it manages communications, navigation and surveillance services from ENAIRE in the airspace and the entire AENA airport network in Spain and provides aerodrome air traffic control services in 21 airports, including the busiest.

ENAIRE is the fourth largest European air navigation service provider, and it is a member of international partnerships A6 Alliance, SESAR (Single European Sky ATM Research) Joint Undertaking, SESAR Deployment Manager, iTEC, CANSO (Civil Air Navigation Services Organisation) and collaborates closely with ICAO (International Civil Aviation Organization).

ENAIRE has obtained the highest rating in the key performance indicator for air safety at European scale for six consecutive years, the last five with the maximum possible score of 100%. It has also been awarded the EFQM 600 Seal for its safe, efficient, innovative and sustainable management of air navigation services.