EU 261 protects passengers. kazva.bg gives them a voice.
Passenger complaint handling is mandatory under EU law. ACI ASQ benchmarks service quality across 707,000 passengers globally.
Mandatory Requirement
EU Regulation 261/2004 (Passenger Rights) mandates complaint handling and service standards for airports and airlines. ГД ГВА (DG Civil Aviation Administration) enforces compliance in Bulgaria.
ICAO Annex 9 (Facilitation) requires efficient passenger processing and minimal delays — satisfaction measurement supports compliance evidence.
EU Regulation 1107/2006 (Disabled Passengers) mandates accessibility service quality — feedback from passengers with reduced mobility is critical compliance evidence.
Regulation (EC) No 261/2004; ICAO Annex 9 (Facilitation); Regulation (EC) No 1107/2006; Закон за гражданската авиация
What the law requires
Passenger complaint handling (EU 261/2004)
kazva.bg: Covered
Service quality measurement (ACI ASQ — 34 attributes, 8 categories)
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| ACI ASQ | Airport Service Quality — Global benchmarking program 34 attributes, 8 quality categories, 1-5 scale | kazva.bg NPS data maps to all 8 ASQ categories. DG CAA already collecting ASQ-compatible data via kazva.bg across 4 Bulgarian airports. |
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Sofia Airport holds ISO 9001 certification — kazva.bg provides the systematic passenger satisfaction evidence auditors require. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 40+ |
| Average | 20–39 |
| Poor | <20 |
ACI ASQ 2025: 707,000 passengers surveyed globally; Skytrax 1-5 star airport ratings
Airport satisfaction is improving globally despite record passenger traffic. ACI ASQ is the definitive global benchmark.