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Gadagrāmata Yearbook 2017 2017 2 AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 3

Table of Contents

4 About the Company Facts and Figures 6 Airlines Destinations TOP 10 Destinations in 2017 TOP 3 Charter Destinations in 2017 Passenger Numbers Reach 6 Million Airport Services and Riga Airport Passenger Records 20 Riga Airport Enters TOP 5 of ’s Passenger Comfort Fastest Growing Airports Passengers Rank Riga Airport among Team TOP 10 of European Airports TOP 10 European Airports in the Group of 10 Breakdown of Staff by Their Area Airports Handling 5-10 Million Passengers of Activity, 2017 Annually* Breakdown of Staff by Age Group, 2017 Riga Airport is Becoming Even More Conve- An Attractive Employer nient and Attractive to Passengers Improvements to Work Environment New Shops, Cafés and Other Services Promotion of Psycho-emotional Well-being Primeclass Business Lounge for a Pleasant Stay before a Flight Occupational Safety Week Other Services for Passenger Comfort Active Leisure Break Even More Parking Spaces in the Childminder Service for Employees having Long-term Car Park Non-standard Working Hours Fast Track Security Checkpoint Second Place in the Zelta ķivere Competition RIX Privilege Programme School Students’ Summer Work at Riga Airport VIP Centre Services Sports Facilities for Airport Staff Airport Information Line 1817 Airport Development Community Support In the Focus of Events 14 Sustainability 26 A New CSR Initiative: Donate Your Time, 30 Riga Airport Hosts Airports Council Interna- Not Money! Riga Airport Certifies for the New tional (ACI) Commercial Forum EU Requirements thus Promoting Support to Mārupe and Babīte Riga Airport Welcomes Its Competitiveness and Growth Local Communities 60 Millionth Passenger Riga Airport Implements Airport Collaborative Riga Airport Supports SAS Christmas Flight Riga Airport Welcomes the First RusLine Flight Decision Making (A-CDM) Charity Campaign from Riga Airport Becomes the Fourth Official ACI Unattended Items are Handed over to Riga Airport Welcomes Aļona Ostapenko with Training Centre in Europe Charity Organisations Flowers and the Red Carpet Investment Charity Stands 6 500 Passengers Take Part in the Airport’s Riga Airport Starts the Ambitious Airport Achievements and Prizes Lottery Terminal Expansion Project Riga Airport Aviation Security Team Ranks 28 TOP Employer With the Support of the Cohesion Fund Riga Third in an International Competition Airport Continues Its Modernisation Project Gold Category in the Sustainability Index School Students and Youth Aviation Riga Airport in the Corporate Reputation Top 10 35 School Students Get to Know the Airport The Government Supports New Rules for the A Family-friendly Company at the Shadow Day Development of Long-haul Flights from Riga Nomination for the Accessible Airport Awards Open Doors Day at Riga Airport Turkish Cargo Launches Regular Cargo Ser- Latvian Construction Industry Exhibition of Mārupe Student Learning vices to Riga Annual Award 2016 Companies 4 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 5

Mission Values ABOUT THE COMPANY • To provide customers with reliable infrastructure • Safety and service and excellent aviation and non-aviation services, to facilitate a sustainable route network offering Strategic Goals extended connectivity of the country with strategic destinations and promoting economic growth. • To improve connectivity and increase the number Riga Airport is the largest airport and air traffic infra- Airport is of strategic importance for the development of passengers and the volume of cargo handled structure company in the Baltics, which provides reg- of the Latvian economy, it provides significant support at the Airport, while maintaining leadership in the ular international passenger, cargo and mail services. to military and state flights in the territory of , Baltics and strengthening positions in the Baltic including the NATO military patrol support function. Vision The company handles nearly half of the total number Sea Region of passengers of the Baltic airports, and offers the • Riga is the first choice airport Riga International Airport is a state joint stock com- widest network of direct flights as compared to other for passengers, airlines and companies in the • To provide state-of-the-art and high quality services pany (SJSC) of the Republic of Latvia. The Republic Baltic airports. Riga International Airport provides both Region, offering a high degree of con- of Latvia is its sole owner; the Ministry of Transport of • To provide safe and sustainable infrastructure aviation (passenger, aircraft and cargo handling), and nectivity and top quality passenger service. the Republic of Latvia is its shareholder. • To improve core business processes and ensure non-aviation (lease of premises and land, car parks, their continuity VIP Centre, etc.) services. It serves both full-ser- Located in of the Baltic States, Riga Airport vice and low-cost airlines. Riga Airport is part of the covers a market of 85 million consumers in Europe, • To increase revenue by improving and developing Trans-European Transport Network (TEN-T), which and . 6.2 million people live in its cov- the range of services provided ensures accessibility and mobility within the EU. Riga erage area - within a 3-hour-drive from the Airport. • To mitigate environmental impact

Contacts

Location VAS “Starptautiskā lidosta “Rīga”” Riga Airport is located in Mārupe Municipality (Mārupes novads), SJSC Riga International Airport T.: 6 7207 135 within a 7-minute drive from Riga. Public transport to the Airport: Lidosta “Rīga” 10/1 F.: 6 7211 767 bus No. 22, and minibuses No. 322 and 241. Mārupes novads E-mail: [email protected] LV-1053 LATVIA www.riga-airport.com 6 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 7

Destinations

In the summer season of 2017, airlines started flights The low-cost airline opened two new desti- from Riga Airport on 16 new routes, covering 89 des- nations - Reykjavik (Iceland) and Bari (). Scandi- tinations worldwide. The widest range of new desti- navian Air System (SAS) began its service to Copen- FACTS&FIGURES nations was opened by the national airline airBaltic. hagen (Denmark), while offered charter flights The carrier started its service to Tampere (), to Heraklion, the capital of Crete. Odessa (), (Russia), (), Stavanger (Norway), (Switzer- In the winter season of 2017, the route network land), Catania (Italy), () and Gothenburg of Riga Airport covered 74 destinations, including (Sweden). By launching flights to Liepāja,airBaltic three of the most recent holiday destinations: Abu also opened its first regional destination on the route Dhabi (the United Arab ), Malta (Malta) and map of Riga Airport. Eilat (Israel).

Airlines TOP 10 Destinations in 2017 TOP 3 Charter 17 carriers operated at Riga Airport in 50 percent or 3.2 million passengers Destinations in 2017 2017. In May 2017, Russia’s leading were carried by the national airline 9,5% regional air carrier RusLine launched its airBaltic, 15.7 percent - by Ryanair, and 8,1% Moscow service to Moscow - six flights weekly 9.1 percent - by Wizz Air. 21,0% are operated from Riga to Moscow (Do- 4,7% modedovo Airport). 4,7% 4,4% 4,1% 14,5% Heraklion 4,0% TOP 10 airlines in 2017 3,6% 3,3% 8,2% Hurghada 2,8% Kiev 53,3% Air Baltic Corporation 50,8% Other 56,3% Other

15,7% Ryanair 89 DESTINATIONS

9,1% Wizz Air Tronheima Olesunna Turku Helsinki Bergena Sanktpēterburga Oslo Tallina Ņujorka Stokholma 3,3% Stavangera Olborga Gēteborga Billunda Maskava Glāzgova Kopenhāgena Palanga Šefīlda Viļņa 3,8% Norwegian Mančestra Donkastera Hamburga Kaļiņingrada Lībeka Minska Dublina Liverpūle Brēmene Īstmidlendsa Amsterdama Berlīne Eindhovena Varšava 3,3% Londona Dortmunde Diseldorfa Radoma Ķelne Kijeva Brisele Frankfurte Prāga 2,4% SmartLynx Airlines Parīze Minhene Vīne Taškenta 1,7% Cīrihe Budapešta Kišiņeva Milāna Venēcija 1,4% Scandinavian Air System (SAS) Rijeka Nica Piza Bukareste Ašgabata Barselona Dubrovnika 1,2% LOT Burgasa Palma Olbija Roma de Maljorka Bari Stambula Saloniki Korfu 4,8% Other Atēnas Antālija Malta Roda Larnaka Iraklija Telaviva Šarmelšeiha Hurgada 8 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 9

Passenger Numbers Reach 6 Million

Riga International Airport closed the year 2017 with a new record - on the 28th of December, the Airport welcomed its six millionth pas- senger, while the total number of passengers at the end of the year exceeded 6.1 million.

The recent ambitious investments in the Airport infrastructure, upgrad- ing the and improving passenger services, have made Riga Airport even more attractive to both airlines and travellers. As a result of the implementation of a targeted and successful development strategy, the Airport had a successful year: it managed to increase its passenger figures by 12%, while the cargo volumes went up by one fourth. Riga PASSENGER NO. Airport continues to strengthen its position in the Baltic region as a con- venient transit hub to travel to further destinations. In 2017, the number 6 000 000 of transfer/transit passengers rose by 30 percent. 28 December 2017

Riga Airport Passenger Records PASSENGER NO. 4 000 000 21 December 2009 PASSENGER NO. 2 000 000 17 October 2006

PASSENGER NO. 5 000 000 21 December 2011

PASSENGER NO. Riga Airport Enters the TOP 5 of 3 000 000 Europe’s Fastest Growing Airports 10 December 2007 The growth of the passenger figures in July and December 2017 PASSENGER NO. allowed Riga Airport to become one of the five fastest growing air- in the group of European airports handling 5 – 15 million pas- 1 000 000 sengers annually1. 13 December 2004

1 https://www.aci-europe.org/component/downloads/downloads/5168.html; https://www.aci-europe.org/component/downloads/downloads/5350.html 10 RIGA AIRPORT YEARBOOK 2017 11

An Attractive Employer

In 2017, Riga Airport ranked sec- TEAM ond in the transport and logis- tics sector of the TOP Employer study, becoming one of the most attractive and popular employers in Latvia and thus proving itself to be a leader in the field of HR at the end of 2017, the Airport employed policy and one of the top choices for employees. 1173 people. “We are happy that Riga Airport has been recog- In recognition of the company’s concern for the nised as one of the most attractive employers in strengthening of family values in society and fam- Latvia. It means that the work invested in personnel ily-friendly living and working environment, for the Breakdown of Staff by Their Area of Activity, 2017 management is recognised and appreciated,” says seventh year in a row Riga Airport has also received Inga Rame, Director Human Resources Department. the status of a family-friendly company.

The following most important aspects of satisfaction were highlighted in the annual employee satisfaction survey:

• Work: employees enjoy working at Riga Airport, and they would also like to work here after a year.

13,3% 17,2% 27,3% 42,2% • The content of the work: employees like their work, they know what the work results should be, the job Administration Infrastructure Passenger Security responsibilities are clear and predictable. maintenance services • The image of the company: employees believe that Riga Airport has a good reputation in society and it is prestigious to work for this company. • Head of the structural unit: employees highly value the managerial competence and organization of work Breakdown of Staff by Age Group, 2017 at their structural units.

These areas have also been praised in previous 27,4% 20,7% years. None of the areas evaluated has been rated Age 31–40 Age 41–50 below the average satisfaction score, and employee satisfaction has diminished in none of the areas.

32,5% 19,4% Age18–30 Age >51 12 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 13

An Active Leisure Break

During the World Physical Therapy Day, an active With the beginning of the season of viruses, natural Improvements to resting break was organised for the Airport staff, dur- cold remedies - ginger, herbal tea and lemon - were ing which a physiotherapist from the Physical Reha- available in all staff kitchens, stressing that when bilitation Centre “Baltijas Fizioterapija” demonstrated used on a regular basis, they reduce the chance to Work Environment exercises for relaxing muscle contractions and pro- catch a cold during the winter season. viding joint mobility. Participants had an opportunity to try out all the exercises for themselves, as well as Promotion of Psycho-emotional Well-being get acquainted with various breathing exercises to fully provide oxygen to the whole body. Riga Airport is constantly working on improving the the working conditions. However, their impact on work environment. In addition to the mandatory employee health and performance is no less signif- requirements in the field of labour protection, the icant. Mental well-being is essential for good health Childminder Service for Employees having company every year addresses a specific issue im- and quality of life. Non-standard Working Hours portant to its employees. In 2017, labour protection measures were devoted to promoting psycho-emo- The events for the promotion of psycho-emotional In 2017, Riga Airport continued its participation in a kindergarten) for up to 20 hours per week, for the tional well-being of employees. well-being were opened at Riga Airport with marking project co-funded by the European Union to provide time overlapping with the work hours of parents. of the World Sleep Day on 17 March. Staff were ed- childcare services to those having non-standard This service is very topical for the Airport since 4/5 It is far more difficult to assess and eliminate psy- ucated on general recommendations for improving working hours. Employees within the project could of the employees have non-standard working hours. cho-emotional risks, such as stress, fatigue and sleep, as well as improving the quality and efficiency (for up to 10 months) receive financial support for A total of 26 parents received support within the their consequences, than to technically improve of sleep while working on shift work. flexible child (up to 7 years) care (registered nanny/ framework of the project. Occupational Safety Week School Students’ Summer Work at Riga Airport During the Labour Protection Week, employees On one of the days of the Occupational Safety Week, were offered an opportunity to take part in Nordic employees in their lounges and kitchens could enjoy Riga Airport, jointly with the State Labour Agen- Internal Security Unit, Security Department; Aviation walking courses held in the territory of Riga Airport. healthy snacks (dried fruit and nuts) and teas that cy (SLA) already for the third consecutive year Services and Business Development Department; stimulate brain activity, increase mental working ca- engaged school students in summer work at the Technical Maintenance Unit, Infrastructure Mainte- The employees of Riga Airport could also take part pacity, improve memory and concentration. Airport. According to the terms of the project, stu- nance and Development Department; Client Servic- in a cycle of mini lectures on awareness - focusing dents aged 15 to 20, continuing to acquire primary es Unit, Car Park Unit and VIP Centre, Commercial on what is happening right here and right now. or secondary education were admitted for work. Department; Passenger Services Unit, Ground Han- dling Department; Human Resources Management A total of 114 school students worked at the Air- Unit and Human Resources Development Unit, Hu- Second Place in the Zelta ķivere Competition in the summer of 2017. Students worked in 14 man Resources Department; Supplies Unit, Finance Taking part in the Labour Protection Good Practice different positions: Aviation Security, Analytical and Department; and IT Support Unit, IT Department. Awards competition Zelta ķivere (Golden Helmet), Riga Airport won the 2nd place in the “Return to Work” nomination in 2017. Sports Facilities for Airport Staff

Eleven nominees were evaluated in this nomination. Active lifestyle is one of the preconditions for good Riga International Airport in co-operation with the These companies purposefully support and facilitate health that affects well-being both at home and at Airport’s Labour Union provides its employees with that employees who have been in a long-term ab- work. To ensure that employees are healthy and feel free weekly volleyball and basketball workouts. By sence are able to return to the labour market and are good, Riga Airport implements of meas- submitting a well-founded application, the Airport motivated to work. ures to ensure physical activity of the employees. can decide on support for individual participations of employees. Taking into account the different places of residence, working hours and interests of the Airport staff, the The participation of Riga Airport team in Lattelecom health insurance policy, which includes the Sport Pro- Riga Marathon and the cycling ride Vienības brauc- gramme, plays an important role in promoting health iens that takes place Sigulda has already become a of employees. In 2017, following the suggestions tradition. There are also the annual summer sports made by the staff in the staff survey, an opportunity games that are open to all Riga Airport employees was found to raise the monthly and annual limits and and their family members. expand the range of sports services and institutions. Riga Airport also cooperates with sports clubs to pro- mote different sports activities among employees. 14 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 15

AIRPORT Riga Airport Implements Airport Collaborative DEVELOPMENT Decision Making (A-CDM) In 2017, Riga Airport in cooperation with SJSC cially in the peak hours, as well as by reducing airline “Latvijas Gaisa satiksme” worked on the implemen- costs of resources and fuel associated with waiting tation of the Airport Collaborative Decision Making time before take-off and aircraft servicing before (A-CDM) RIGA project co-financed by the European flights. It will also reduce the environmental pollution. Union, which is scheduled to be completed in 2020. Sustainability Given that the number of flights at Riga Airport in- A-CDM aims to increase the capacity of Riga Airport creases each year, with the introduction of the and to improve the processes of co-ordinated action A-CDM the Airport will have taken the necessary between all parties involved in flight servicing: air traffic preparatory measures for future traffic develop- control, ground handlers, airlines and the Airport. CDM ment - improved air traffic management at the Air- Riga Airport Certifies for the New EU Requirements procedures will ensure a more efficient decision-mak- port, reducing delays, improving punctuality and op- thus Promoting Competitiveness and Growth ing process based on more accurate and timely ex- timising the use of resources. change of information and common understanding of In December 2017, Riga Airport was the first airport fication, the Airport has been awarded the 9th safety the overall picture by all the parties involved. A-CDM programme has been introduced in 20 Eu- in the Baltics to receive a certificate compliant with category, which will enable it to handle an even wid- ropean airports (Helsinki, Oslo, , , the new requirements of Regulation No. 139/2014 er range of aircraft. In the course of the certification The project will result in significantly improved ser- Berlin, Dusseldorf, , , etc.), which means of 12 February 2014 laying down requirements and process, management processes were reviewed and vice quality and safety for both airspace users and that already a third of the flights in the European Civil administrative procedures related to thoroughly analysed; improvements were made to passengers. This will be accomplished by precise- Aviation Conference (ECAC) area are operated from pursuant to Regulation (EC) No. 216/2008 of the ensure even more efficient use of Airport resources. ly planning the take-off times, reducing the waiting CDM airports. A-CDM programme is currently being European and of the Council. This cer- times both at the terminal and on the , espe- implemented in 14 other European airports. tificate confirms that Riga Airport meets the highest According to the Regulation laying down uniform safety and management requirements currently set aerodrome operational, maintenance, manage- for aviation companies in Europe. ment and safety systems, all airports in the Member States of the European Union had to complete the Not only has Riga Airport received the certificate be- certification process and receive the new certificate fore the set deadline, but also as a result of the certi- by 31 December 2017.

Riga Airport Becomes the Fourth Official ACI Training Centre in Europe

In 2017, Riga International Airport became one of Granting of the status of an official ACI Training the four official ACI training centres in Europe. Centre is the highest professional recognition, ac- knowledging the qualifications of Riga Airport Train- The agreement granting Riga International Airport ing Centre and its ability to organise high-quality Training Centre representation rights of the ACI of- international training. ficial training centre was signed at Airports Council International (ACI) General Assembly in Paris. ACI Global Training is the world’s leading avia- tion training provider, offering top-level accredited Already before, Riga International Airport Training training programmes on airport management, op- Centre was a regular venue for international cours- erational management and safety issues. Aviation es. After obtaining the status of an official training industry professionals from all around the world centre, such courses will be held even more fre- improve their knowledge and skills at ACI training quently; besides, Riga Airport will be entitled to centres to keep up with the latest European and participate in the elaboration of the training agenda, international standards. improving its content and offering new directions. 16 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 17

Investments

Riga Airport Starts the Ambitious Airport Terminal Expansion Project

At the end of 2017, by announcing a design tender, architect who passed away last year. She has cre- Riga Airport began the implementation of the ambi- ated many world-famous buildings, and one of her tious airport terminal expansion project. latest achievements is the design for Beijing Daxing International Airport - the future largest passenger The expanded landside part of the passenger terminal terminal in the world. Activities will be a modern and multifunctional passenger service complex that will be connected to Rail Baltica railway Construction of the landside part of the new passen- • Second rapid exit way; station. The complex will have a spacious and modern ger terminal is scheduled to be completed in 2022, • Reconstruction of the technical services building; check-in hall and security control area, offering new along with Rail Baltica railway connection and sta- shopping opportunities, cafés and restaurants. The tion. Both of these facilities will be integrated and in- • Renovation of the landside rainwater drainage system and reconstruction of Muzeja Street; complex will also have a spacious luggage reclaim hall terconnected to form a multi-modal transport hub. To • Equipping of apron taxiways with centreline lights; and highly functional luggage sorting premises. ensure coherent implementation of the two projects, Riga Airport has also undertaken to supervise the de- • Construction of a helipad; A total of five applicants have applied for the tender sign and construction of Rail Baltica Airport Station. for the design of Riga Airport new multifunctional • Reduction of carbon dioxide emissions in the airport lighting infrastructure; passenger service complex. Among them is the Brit- It is planned to invest 45 million euros in the imple- • Standard 3 EDS equipment. ish firm Zaha Hadid Architects, whose founder and mentation of the new multifunctional passenger ser- creative inspiration was Zaha Hadid, the prominent vice complex of Riga Airport. Expected Results

• The second rapid exit way has been constructed – 12 090 m2; With the Support of the Cohesion Fund, Riga Airport Continues Its Modernisation Project • The total length of the upgraded apron taxiways - 11 330 m;

• The average volume of CO2 produced by arriving aircraft with the course RWY18 Continuing work on the development and improve- measures at the Airport, contributing to the goals during taxiing has been reduced from 211kg in 2012 to 179kg in 2023; ment of the infrastructure of Riga Airport, in order of climate and energy efficiency policy, reducing the • Wastewater chemical oxygen consumption value has decreased from 168mg/l in to meet the needs of the growing number of pas- negative impact of the Airport’s economic activities 2012 to <125 mg/l in 2023. sengers and flights, in the autumn of 2017, the Air- on the environment and improving energy efficiency port started implementation of an ambitious project of the infrastructure. The project also includes im- The total planned cost of the project is EUR 23 049 ber 2016, Riga International Airport concluded a financed from the Cohesion Fund. provements to the security infrastructure with a view 010, of which the Cohesion Fund funding - EUR contract with the Central Finance and Contracting to reducing the risks of terrorist threat and improving 10 774 241, other public funding - EUR 710 524, Agency (CFCA) on receiving of CF funding for the The project “Development of Secure and Environ- the quality of the security screening of hold baggage. mentally Friendly Infrastructure at Riga International and funding of Riga International Airport - EUR 11 implementation of the project at Riga Internation- Airport” aims to improve environmental and security 564 245. The support for Airport modernisation is al Airport. On 3 July 2017, the Airport received a planned within the framework of the planning doc- positive decision of the European Commission (EC) ument Priority Axis “Sustainable Transportation concerning the state support notice for the pro- System” Specific Objective 6.1.2 “To Promote Se- ject “Development of Secure and Environmentally curity and Compliance with Environmental Require- Friendly Infrastructure at Riga International Airport” ments at Riga International Airport”. On 27 Decem- (project No. 6.1.2.0/16/I/001). 18 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 19

Aviation

The Government Supports New Rules for the Development of Long-haul Flights from Riga

At the beginning of 2017, the Cabinet endorsed a crease the passenger figures, in 2016 it was decid- new draft regulation, which stipulates the application ed not to increase the fees of aerodrome services of differentiated fees of Riga International Airport for in the medium term, thus keeping them one of the long-distance flights with the purpose of promoting most competitive in the Baltic States. Carriers have the development of such routes. This service will be expressed their support for this decision since com- co-financed from the marketing co-funding of the petitive basic fares are a key precondition for sus- country of destination. tainable development of air services.

Taking into account the fact that since 2015 the Air- Development of long-haul flights is one of the stra- port has exceeded the passenger number provided tegic goals of Riga Airport, which is also included in for in the business plan, and wishes to further in- the company’s business plan.

Turkish Cargo Launches Regular Cargo Services to Riga

Launching a scheduled cargo flight programme region. Flights to Riga are operated twice weekly for business expansion to the Baltic region, in the with Airbus 330-200F aircraft, capable of carrying summer of 2017, the first cargo flight operated by up to 68 tons of cargo. Scheduled cargo flights Turkish national airline cargo carrier complemented the scheduled passenger flights be- Turkish Cargo landed at Riga International Airport. tween Istanbul and Riga that are operated by Turkish Airlines already since 2006. The cargo flight operated byTurkish Cargo was the first scheduled legacy freighter service in the Baltic 20 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 21

AIRPORT SERVICES TOP 10 European Airports in the Group of Airports Handling 5-10 Million Passengers Annually*

Place Airport Total average AND PASSENGER 1. International Airport 4.42 2. Malta International Airport 4.15 3. Keflavik International Airport 4.05 COMFORT 4. Porto francisco sa cameiro Airport 4.04 5. Praque Airport 4.02 6. Airport 4.01 Passengers Rank Riga Airport among 7. Larnaka International Airport 4.01 TOP 10 of European Airports 8. Riga International Airport 4.00 9. Pulkovo Airport 3.98 In 2017, with 4 out of 5 points Riga Airport ranked The ASQ survey is the world’s largest airport ser- 10. Airport 3.97 eighth in the Airport Service Quality Survey (ASQ) or- vice quality evaluation survey, involving more than ganised by the Airports Council International1. Riga 320 airports in 80 countries. Some 600 000 pas- Airport has been included in the group of European sengers per year are interviewed prior to boarding airports handling 5-15 million passengers annually. their flight and asked to rate their satisfaction with Riga Airport is Becoming Even More Convenient and There are altogether 31 European airports included airport’s services. ASQ scientific methodology, Attractive to Passengers in this group of the ASQ survey. strict quality control procedures and commitment to impartiality have won industry recognition and To make the time before the flight more pleasant and As the Airport’s strategic goal is to become an in- According to the survey results, passengers gave established the ASQ Survey as the global standard exciting, in 2017 Riga Airport paid special attention ternational air traffic hub, attracting more and more the highest scores to the cleanliness of the terminal for measuring passenger satisfaction. to supplementing its range of services, by offering transit and transfer passengers and developing (4.30 points), route directions (4.29), quick connec- even new shopping opportunities, as well as by de- long-haul flights, the offer of Airport services is de- tion between flights (4.29), passenger service (4.26), The ASQ Survey covers 34 key indicators and ser- veloping non-commercial projects. veloped in such a way that it is attractive to travellers and passport control speed (4.25). Responsiveness vices such as access, check-in, security, airport fa- on long-haul flights or to those who need to spend a and kindness of Airport staff and security services cilities, food and beverages, retail and more. longer time at the Airport waiting for their next flight. were also highly appreciated.

1 Airport Service Quality Survey programme is a customer satisfaction measurement and benchmarking service that provides the air- * Calculated from the ASQ average indicators ports involved with data, management information and information about passenger experience at the airport on the day of the flight. The survey is carried out using an ACI questionnaire form. It includes demographic information of the passengers interviewed and passenger satisfaction with more than 30 different service aspects faced on the day of the flight. 22 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 23

New Shops, Cafés and Other Services

By establishing a vast commercial area of 1 500 The Easywine wine bar-store, Tickerdaze sports bar square metres, 17 new stores and cafés were and the healthy dining café Aspara goose are always opened at Riga Airport in 2017. Passengers now happy to take care of the passenger’s buds, have access to unprecedented services such as the offering a wide range of food and drinks. Embassy of Wellness spa and beauty salon, Wood Religion barbershop and an electronic cigarette ki- There is currently a total of 65 different trading and osk. New shopping opportunities are offered by service locations at the Airport, and their number Grenardi jewellery store, the Roots of Latvia store of- and range of services will continue to expand. fering goods manufactured in Latvia, and, of course, ATU DUTY FREE, the favourite tax-free shop.

Primeclass Business Lounge for a Pleasant Stay before the Flight

Since May 2017, a wide primeclass business lounge The new business lounge is particularly well suit- is available to passengers in the Schengen depar- ed for passengers travelling with children. There tures sector (on the way to the new North Pier). is a separate children’s room, where the youngest Other Services for Passenger Comfort travellers can have fun putting together Lego con- The new business lounge is not only bigger than it structors, playing board games or PlayStation video In 2017, taking care of a pleasant atmosphere and convenience at used to be, but it also offers a wider range of servic- games, and watching cartoons. There is also a cosy es and impeccable service quality. nursery with a baby-changing table. the Airport terminal, a number of new non-commercial services were introduced that can be used free of by every passenger: The lounge has 108 seats and it offers an opportunity For holding business negotiations before a flight, to enjoy a meal; there is a bar with a wide range of al- customers can use a comfortable conference room • In cooperation with the insurance company • There are free mobile device charging sites in coholic beverages, as well as tea, coffee and various (for 8-10 people) equipped with a TV screen to ERGO, a children’s playground has been set up boarding gates and elsewhere in the terminal; refreshing drinks. For a better rest before the flight, demonstrate presentations or videos. in the Airport terminal. It provides educational and the business lounge offers one private double room • With the start of the summer season of 2017, developing toys made of ecological materials; and three private single rooms. They are equipped There is also a shower and 16 free luggage storage security controls have been expanded, creating with a comfortable bed, bathroom, TV and WiFi. safes. • New information monitors have been installed; they nine new lines; provide both flight information, as well as the dis- • A state-of-the-art ventilation system has been set tance (in minutes) to boarding sectors, thus helping up in check-in hall; passengers plan their time before the flight; • The elevator in the arrivals sector E has been • The Airport’s public areas have been equipped repaired and upgraded; with comfortable modular chair systems, which won the Latvian Design Union Award in the cate- • There are new baggage trolley stands and bag- gory “Furniture Design”; gage trolleys. • A new Transfer Centre has been created; 24 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 25

Even More Parking Spaces in the Long-term Car Park RIX Club Privilege Programme

In the autumn of 2017, Riga Airport started expan- • Long-term car parks P2 and P3, located only in RIX Club privilege card provides special services and various advantages to passengers at Riga International sion works of its long-term car park P3 to meet the a few minute walking distance from the terminal, Airport. To make trips even more comfortable and pleasant, in the autumn of 2017, RIX Club privilege card needs of the growing number of passengers. are designed for passengers travelling away for a acquired a new design and it now gives new opportunities. longer time. After the expansion, additional 325 parking spaces are available in the car park, thus giving an opportu- The Airport car parks are open 24/7. Passengers nity to park 1245 vehicles. can pay for parking both in the car parks, and in arrival halls E and C, in cash or by credit card using RIX Club Privileges: There are a total of three car parks available at Riga pay-as-you-go machines. The parking services may • Check-in for a flight at Riga Airport at the busi- • Invitation to the business lounge with a International Airport: also be paid for through the Mobilly application. ness class check-in counters of the following 50% discount; carriers: Aeroflot, Finnair, LOT Polish Airlines, • Short-term car park P1 with 344 spaces directly at In case your car battery has discharged, there is are • Priority call to the Airport Information Line 1817 Lufthansa, Turkish Airlines, AirBaltic (spouse and the Airport’s passenger terminal is meant for short- free battery charging facilities in car parks P2 and P3. or (+371) 29311817 for calls from abroad (only children can also enjoy the privilege, when travel- term parking to meet or see off passengers; from the telephone number indicated in the ling together with the RIX Club member); application form); • Fast track security checkpoint (spouse and chil- • A special price at the long-term car park P3; dren can also enjoy the privilege, when travelling together with the RIX Club member); • Discounts or special offers of Airport partners. Fast Track Security Checkpoint • Free visit to the business lounge five times during Passengers are invited to use Riga Airport fast track Fast track security checkpoint is available free of the card validity period; security checkpoint. charge to business class passengers and holders of loyalty cards. This service is also available to SEB bank, This service is available to any passenger by pur- Citadele bank and Bank M2M Europe customers. chasing a voucher at any time before the flight at the VIP Centre Services “Welcome to Riga!” office or at the Airport’s informa- Since May 2016, passengers holding SEB World Following the best practices of other airports all over of the state. The Centre serves Latvian and foreign tion centre on the second floor. For RIX Club loyalty Elite card and flying in the economy class, may get a the world, Riga International Airport VIP Centre of- senior officials and delegations, providing welcom- card holders the fast track security checkpoint is Fast Track voucher at a special kiosk that is located fers high quality services for VIP clients - both official ing and escorting services according to the state available at any time. This service can also be pur- in the Airport’s check-in hall. By scanning the card, delegations and commercial customers. protocol, as well as organising press conferences. In chased on airBaltic website www..lv when passengers can receive two vouchers to be used 2017, 1 597 Latvian and foreign officials were wel- booking a flight or before checking in for a flight. within 24 hours together with a valid boarding card. The VIP Centre is important not only to Riga Interna- comed at the VIP Centre as part of their official visits. tional Airport, but also to prestige and representation

Airport Information Line 1817

Twenty-four hours a day, seven days a week cus- The Airport inquiries service 1817 mostly receives calls tomers can simply and conveniently find any infor- about flight schedules, travel documents, prohibited mation about the services offered by Riga Airport, items in carry-on and hold baggage, as well as ques- calling the Airport inquiries service 1817. Agents will tions about security control. Any questions about the answer customer inquiries in three languages: Latvi- Airport services may be clarified by calling 1817, in so- an, English and Russian. cial networks, by e-mail and on the Airport’s website. 26 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 27

Riga Airport Supports SAS Christmas Flight Charity Campaign

At the beginning of December, a SAS aircraft with goods to the people who need them most. For ex- Christmas gifts and other household items intended ample, the SAS airline supplies aircraft for this pur- COMMUNITY for families in Latvia in difficulty, landed in Riga. pose, fuel companies provide fuel, Oslo Airport from which the flight is made gives discounts on airport The author and implementer of the action is Karsten charges, but its staff and aircraft crew help on week- Midtun. He initiated this charity initiative working as ends without receiving any remuneration. Riga Inter- SUPPORT a SAS pilot in 1986, when he organised the dona- national Airport gives its contribution by coordinating tion, transport and distribution of humanitarian aid to the implementation of the mission in Latvia. Gdańsk children’s homes and hospitals in . This is already the second time that SAS Christmas Over 31 years, SAS Christmas Flight as SAS staff Riga Airport is one of the 60 Latvian companies, who think of sustainable development, about how flight landed in Latvia. For the first time this chari- charity campaign has become a tradition, which is to responsibly handle their business, employees, environment and cooperation partners in the ty campaign took place in 1991 and lasted for five still managed by Kirsten Midtun and his volunteers. long term. Taking into account the specific nature of the Airport’s operations and the environmen- years, then from 2003 to 2016 it continued in Estonia. Both individuals and companies are encouraged to tal impact, Riga Airport has defined the support to the local community and its prosperity as one Now, SAS Christmas flight has returned to Latvia. take part in this campaign. of its strategic directions in corporate social responsibility (CSR) and public investment areas. The mission is based on the principle of volunteer- A New CSR Initiative: Donate Your Time, Not Money! ing and donation, to bring Christmas gifts and other

Launching a new CSR initiative, in 2017 the Airport pressed Persons in Babīte Municipality, a concert introduced a new form of support, which at the was organised for the elderly of Babīte Municipality, same time also serves as a tool for the consolidation where the most talented staff of the Airport gave Unattended Items are Handed over to Charity Organisations and motivation of employees - voluntary donation. musical performances. Since the end of 2017, Riga Airport has a new pro- Currently, the Airport has an agreement with the foun- Airport staff provide voluntary assistance in cleaning cedure for handling items that passengers have dation “Ideju partneru fonds”, which maintains “Otrā up the local community and helping people living in In December, Riga Airport and Babīte Municipality lost at the Airport terminal and have not tried to get elpa” chain of charity stores. Part of the items left at the the surrounding area using own skills, knowledge Social Service held a campaign to bring some joy back. Until now, these items were disposed of after Airport are handed over to the disposal of “Otrā elpa” and even talents. Volunteering hours are paid. to seniors and people with disabilities presenting sweets, giving musical performances and engaging a certain period of time, but with the entry into force stores for sale, and the funds raised are donated to Within the framework of the new initiative, the Air- in warm-hearted conversation. At the initiative of of the new procedure, the items left unattended are social-charity projects, while some of the items are do- port implemented a pilot project by organising two Riga Airport, Babīte Municipality Social Service iden- donated to charity organisations. nated to collaborative organisations to be distributed events with the voluntary participation of employ- tified 39 seniors and people with disabilities living to socially disadvantaged groups of people as needed. ees. On 4 October, at the Culture Centre “Vietvalži” alone, to whom Airport staff donated food products (Spuņciems), in cooperation with Babīte Municipal- with a long shelf life. At the beginning of December, Charity Stands ity Council, Babīte Municipality Social Service and the Airport team visited 15 elderly people at their To support non-governmental organisations, dona- tions: the Latvian Children’s Fund, the Latvian Fund Charitable Organisation of Pensioners and Re- homes to give a musical Christmas performance. tions stands with donations boxes are placed at the for Nature, the Latvian National Library Foundation, passenger terminal of Riga Airport. These stands SOS Children’s Villages Latvia, the Fund of Atis Kro- Support to Mārupe and Babīte Local Communities are given to the disposal of different organisations. nvalds, Charity Mission “Food of Life”, the foundation In 2017, another stand with six charity boxes was “O Fonds”, the Children’s Palliative Care Society, the Airport’s cooperation with the local community has historically focused on the municipality of Mārupe, in the set up in the new North Pier. Foundation “Nāc līdzās!,” Environmental School for territory of which the Airport and its infrastructure are located. The Airport takes active part in Mārupe Busi- Children, Latvian Ornithological Society, the foundation ness Advisory Council, is a member of Mārupe Entrepreneurs’ Association and, in cooperation with Mārupe The terminal also has charity boxes with a special “Sirds aicinājums” and Jugla Animal Protection Group. Creative Laboratory and Mārupe Cultural Centre, supports children and youth in Mārupe. The Airport has also design, which are provided by the charity organisa- held various cooperation projects and consultations on improving the infrastructure of Mārupe Municipality. tions themselves. EUR 2024.77 were donated at the charity stands However, the impact of Riga Airport on the environ- Within the framework of this cooperation, children, in 2017. In 2017, there was a total of 16 charity stands and ment and the quality of life of the inhabitants of the young people and seniors of Babīte Municipality boxes in the Airport, supporting 12 charity organisa- surrounding area also affects Babīte Municipality; were offered to join free excursions at Riga Airport. therefore, in cooperation with the local community, Clients of Babīte Municipality Social Service were in- Riga Airport in 2017 began cooperation with the lo- formed about the job opportunities at Riga Airport. cal government of Babīte Municipality. This cooper- ation covers the following areas:

• Support to children and youth; • Support to people with disabilities; • Support to seniors. 28 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 29

Riga Airport in the Corporate Reputation Top 10

Riga Airport ranked seventh in the largest reputation best reputation are chosen taking into account the study in the Baltics, which is a growth of five places assessment given by both the community (2000 re- as compared to 2016. The Airport ranked second in spondents) and entrepreneurs (400 respondents). the transport and logistics sector. ACHIEVEMENTS The highest ratings were given to the Airport by its The Corporate Reputation Top is the largest repu- customers - residents ranking the company in the tation study in the Baltics, in which companies are third place, while in the ranking of other entrepre- selected and assessed according to a specially neurs, the Airport was awarded the 10th place. AND PRIZES developed methodology. The companies with the

A Family-friendly Company TOP Employer Riga International Airport is proud that already for the Ministry of Welfare to companies that promote the sixth year it has been granted the status of a family values, improve family welfare and work envi- Also in 2017, Riga International Airport was recognised as a TOP Em- family-friendly company. This status is awarded by ronment (read also on page 11.). ployer in Latvia, ranking second in the transport and logistics sector (read also on page 11.).

Gold Category in the Sustainability Index

In 2017, Riga Airport attained the gold category of sibility level in five areas: strategy, market relations, the Sustainability Index Rating. work environment, environment and society.

Sustainability Index is a strategic management in- The Airport has been taking part in the Sustainability strument based on internationally recognised meth- Index Rating already since 2011, and each year it odology that helps businesses assess sustainability has improved its performance. 2016 was the first of their activities and their corporate social respon- year for the Airport attained the gold category. 30 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 31

Latvian Construction Industry Annual Award 2016

The new North Pier (terminal expansion project Phase 5) ranked third in the nomination “New Pub- Nomination for the Accessible Airport Awards lic Building”. The architectural image of the building and interior solutions continue the basic principles of In 2017, Riga International Airport entered the top five vices and infrastructure to help passengers with dis- the previous Airport expansion projects: maximum of airports in Europe in the nomination for the Acces- abilities and persons with reduced mobility (PRM). transparency and good orientation in space, forming sible Airport Awards of Airports Council International For an airport to be eligible for this Award, it must a broad, integrated, united space, linking the inte- (ACI) and the European Disability Forum. This Award have fully implemented EU Regulation 1107/2006, rior with the surrounding open space. The project is granted to airports with high-quality customer ser- which determines what assistance must be provid- foresees maximum use of natural and sustainable vice for passengers with special needs. Stockholm, ed by airports and airlines to persons with disabili- materials, creating an architecturally and stylistically , Copenhagen and Larnaca airports were nom- ties, stressing that this assistance must be provid- unified airport complex. inated for the Award together with Riga Airport. ed free of charge. Airport Award applications were assessed by a special jury made up of people with The Accessible Airport Award is presented for the disabilities, who travel on a regular basis. second year to airports, which have introduced ser- 32 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 33

IN THE FOCUS OF EVENTS

Riga Airport Hosts Airports Council International (ACI) Commercial Forum

At the beginning of September 2017, more than 50 tional Airport is strengthening its role as one of the delegates from 15 different countries took part in Baltic Sea Region aviation centres both in terms the Airports Council International (ACI) Commercial of passenger, as well as cargo traffic. This forum Forum hosted by Riga International Airport. addressed both - topical issues affecting the devel- opment of airport commercial areas, as well as the The fact that such an event is held in Riga, Latvia development of the Airport’s adjacent territories. confirms that at the European level Riga Interna-

Riga Airport Welcomes Its 60 Millionth Passenger

In mid-April, Riga International Airport solemnly Riga Airport welcomed its 60 millionth passenger welcomed its 60 millionth passenger since the res- with the red carpet and a made by toration of independence of Latvia. Swedish scien- dance group “Daiļrade”, a symbolic dance by Riga tist Curt Almquist arrived at the Airport with airBal- French Lyceum dance group “Auseklītis” and gifts. tic flight from Stockholm to take part in a scientific conference devoted to forestry issues. Riga Airport Welcomes the First RusLine Flight from Moscow

On 29 May, Riga International Airport with the tradi- RusLine is the fourth carrier to provide direct flights tional water ceremony greeted a new carrier - Rus- to Russia. There are close to ten daily flights con- sian regional airline RusLine, which operated its first necting Riga and Moscow, offering passengers a flight from Moscow to Riga. wide range of choices.

Cooperation between Riga International Airport and Already for several years, Moscow has been among RusLine started already in 2014, when the airline’s the most popular destinations from Riga Airport. maintenance base was established in Riga. RusLine Last year, as compared to 2016, the number of pas- is the leading regional airline in Russia, which offers sengers who travelled to Moscow grew by 11.5%. flights from regional centres to traffic hubs. Its fleet consists of 20 Bombardier CRJ-100/200 aircraft and its network of destinations covers more than 30 Russian and European cities. 34 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 35

6 500 Passengers Take Part in the Airport’s Lottery

At the beginning of October, the lottery “Don’t Miss their flight. The lottery took place from 26 June to 2 Riga Airport Welcomes Aļona Ostapenko with Your Lucky Chance – Come to the Airport Earlier!” October and attracted 6 500 passengers. The lot- Flowers and the Red Carpet organised by Riga Airport came to an end. To take tery was organised by Riga International Airport in part in this lottery, passengers had to arrive at the cooperation with ATU DUTY FREE and the national Latvian tennis player Aļona Ostapenko, returning the tennis player to the Airport’s VIP Centre, where security control at least an hour and a half before airline airBaltic. home as the winner of the French Open Champion- the ceremonial welcome event took place. The fans ship, was solemnly welcomed by Riga Airport and welcomed the athlete with huge ovations. After- the Latvian Tennis Association, bringing together wards, Aļona was greeted by state officials, and the Riga Airport Aviation Security Team Ranks Third several hundred fans. French Open champion thanked all supporters, say- in an International Competition ing that she had felt their support also in Paris. Ostapenko was greeted already at the aircraft with Riga International Airport security service team won X-ray images, as well as perform a number of prac- beautiful bouquets of flowers. The red carpet took an honourable third place in the II International Avia- tical tasks such as passenger and baggage screen- tion Security Controllers Competition. ing, searching for concealed prohibited articles.

Skills and professionalism of the aviation security 2017 was the second year of the International Avi- staff were assessed in three categories. Participants ation Security Controllers Competition organised by had to complete an e-learning test to demonstrate Airport. Rome Fiumicino Airport team won their theoretical knowledge of the European aviation the first place, while the home team of Budapest security regulatory framework, recognise potential- Ferenc Liszt International Airport ranked second. ly dangerous items in carry-on and hold baggage 36 RIGA AIRPORT YEARBOOK 2017 RIGA AIRPORT YEARBOOK 2017 37

School students and youth

35 School Students Get to Know the Airport at the Shadow Day

Taking part in the “Shadow Day 2017”, Riga Interna- Children had an opportunity to learn about the daily tional Airport offered 35 children and young people an work of Airport employees, what they do to ensure opportunity to get to know the daily work at the Airport. safe aircraft take-off and landing, passenger safety and comfort. Since on the “Shadow Day” the airfield was This year, 158 applications were sent for the Air- covered by heavy fog, students had an opportunity to port’s 33 vacancies offered in 18 professions. The observe work at the Airport in complicated conditions. students were most interested in the profession of a non-scheduled flight coordinator, aerodrome The participants of the “Shadow Day” came from controller and VIP service agent. They also shad- Riga, Jelgava, Jūrmala, Ozolnieki, Salacgrīva, Ba- ed Airport ramp inspectors, fire-fighters, passenger loži, Olaine, Mārupe, Babīte and Ulbroka. service, information centre and call centre agents, aircraft technicians, animal control specialists, lug- gage service staff, IT specialists, passenger terminal director and other professions.

Open Doors Day at Riga Airport

In support of the open doors event organised by In turn, in the Grand Hall of the Ministry of Transport, the State Chancellery on 29 September, Riga Air- at the Airport’s stand, school students had an op- port welcomed four groups of students from Cēsis portunity to familiarise themselves with the Airport as State Gymnasium, Riga Pārdaugava Elementary their potential employer, to have a look at prohibited School, Riga Technical School of Tourism and Cre- items and learn about the nuances of the Airport’s ative Industry and Riga State Technical School. The security service work. By successfully completing participants had an opportunity to get acquainted the test “What do You Know about Riga Airport?” with the daily life at Riga Airport, both in the termi- at the end of the visit, the participants could win a Exhibition of Mārupe Student Learning Companies nal and on the aerodrome. commemorative prize. At the end of October, Riga International Airport Riga Airport supports Mārupe Secondary School hosted an exhibition of the best Mārupe student student learning companies in implementing its CSR learning companies; the exhibition was open to policy aimed at increasing well-being of the local visitors at the Airport passenger terminal for two community, promoting human resources, business weeks. The opportunity to showcase their products and tourism development in Latvia and taking care at the Airport passenger terminal was a special prize of environmental protection. granted by Riga Airport to school students that had received the recognition of the jury of the association “Entrepreneurs of Mārupe” (Mārupes uzņēmēji). 2018