Athens International Airport Eleftherios Venizelos Corporate Responsibility Report
aia.gr | 3 4 | aia.gr Corporate Responsibility Report 2015
Contents
1. Address by the CEO 06
2. Corporate Identity 10
3. Our Business 20
4. Our Environment 36
5. Our People 46
6. Our Citizenship 54
7. Sustainability Framework and Assurance 60
aia.gr | 5 Address by the CEO
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The Corporate Responsibility Report position, both supported by the the core of AIA’s CR Action Plan 2015 presents the sustainability pricing and targeted incentives policy and CR Reporting is the bi-annual objectives, management practices of AIA. Furthermore, the increase Materiality exercise where AIA and attained performance of Athens of inbound tourism of Greece and management identifies, prioritises International Airport (AIA), as a Athens reached record levels, with and validates the sustainability direct outcome of the consistent the city of Athens being increasingly aspects that are essential for the balancing of our roles as an efficient selected by foreign passengers as an company and its stakeholders. In airport manager and a responsible intermediate stop. 2015 AIA advanced its materiality entrepreneur under a public private As a result of all the above, in analysis by enhancing the partnership scheme. 2015 the airport’s passenger traffic identification and rating process of Throughout the years, the Airport reached the record level of 18.1 material issues and by taking into Company consistently responds to million exceeding prior-year levels by account the recently introduced the growing sustainability challenges 2.9 million passengers, corresponding (September 2015) Sustainable by practicing effective corporate to a significant increase of 19.0%. The Development Goals of the United governance and implementing number of flights amounted to 176.2 Nations, building on our steady adaptable and innovative thousands surpassing the respective commitment towards the UN Global entrepreneurial solutions. AIA 2014 levels by 14.0%. Our support Compact since 2008. The outcome of continuously and effectively responds to our airline partners, particularly the exercise determines the content to emerging adversities and adjusts through our incentives plan, was of this 13th consecutive annual CR its strategies in order to carry on once more appreciated at this Report and constitutes the focus delivering solid financial and non- year’s “Routes Europe”, the leading of the independent CR assurance financial value to our stakeholders. airline and airport networking process. This essential corporate Thus, our long term success extends route development forum, with the practice of consistently acting upon beyond the attractiveness of our top distinction in the “4-20 million and transparently reporting on “what financial performance, being the passengers” category, rendering AIA matters, where it matters” is at the outcome of a reliable collaboration the most awarded airport with 15 pinnacle of AIA’s enduring efforts for with our stakeholders. distinctions in 11 years. corporate responsibility. The significant traffic increase Airport Business Developments coupled with prudent cost Safety 2015 marked a surge of global management helped AIA post Safety for customers and the demand for air travel despite weak improved profits. The Company public is continuously evaluated economic growth, supported by recorded Profit before Tax of €179.8 as the top material issue for the lower fares enabled by low fuel million while the valuation of our Airport Company. During 2015 prices but also reflecting new market corporate responsibility activities AIA continued pursuing its main dynamics, strong demand for aviation was at 2.92% of the total operating goal to further enhance operational connectivity and changing consumer expense (vs 2.50% in 2014) with the readiness while maintaining aviation behaviours. Worldwide, air travellers total valuation of AIA’s social product safety and airport emergency increased by more than 6,0%, the yield also increasing at €106.9 million management preparedness. A strongest growth level in the last (vs 100.6 million in 2014). These mixture of training sessions and 5 years, while the airline industry figures substantiate the Airport practical exercises (including achieved significantly enhanced net Company’s consistent commitment seven emergency exercises) were profit margins in 2015 at the level of of balancing sound financial successfully organised with the 4,6% (compared to 2,3% in 2014). performance with a sustainable participation of AIA and third party For AIA 2015 was a milestone approach to business. personnel. The European project year despite the economic and “PROSPERO” (Proactive Safety political developments in the country. The Corporate Responsibility Performance for Operations) was The airport’s traffic reached record framework completed in Dublin in October 2015 levels, a favourable outcome created AIA practices Corporate with AIA’s participation. The project by the positive evolution of a number Responsibility (CR) as a structured refers to a European proactive of important air travel growth drivers: governance system that is based on safety performance model and was the dynamic expansion of the Greek globally acknowledged standards presented and approved by EU and home-based carrier’s international and best practices. In line with the EASA. network and the strengthening of provisions of the Global Reporting AIA fully complies with legal the low-cost home-based carrier’s Initiative Guidelines (GRI G4), and regulatory provisions for public
aia.gr | 7 1 Address by the CEO
health & safety. In 2015 23 audits “i-mind” programme. Also in 2015 accordance with the ISO 14001:2004 were executed to ground handling, AIA’s IT&T Business Unit won the standard. AIA’s Airport Carbon cargo handling, security, landscaping Gold award in the 2015 Business Accreditation was renewed at Level and maintenance companies. IT Excellence (BITE) Awards for 3 (Optimisation) further to the Compliance is also ensured for its implementation of electronic expansion of its carbon footprint to airport fire-life safety operations and voting solution for the “Return of the include indirect emission sources and infrastructure and enhanced through Parthenon Marbles”. its work to engage other members intensive training, purpose-specific AIA claims an international of the airport community in the exercises and audits. first for introducing flight airport fight against climate change. AIA information through Facebook has managed to reduce its carbon Service Quality Messenger. The service branded as footprint by 42% between 2005 and Service Quality & Passenger “ATH Messenger” provides mobile 2015 following the implementation Experience is also among AIA’s top users with real time information of a series of measures to reduce material issues. In 2015 the passenger on flight status, airport shops consumption of electricity, natural satisfaction overall rating (Passenger and food & beverage. Further gas and fuel. Survey) was maintained at a slightly promoting digital innovation and By implementing a waste improved level compared to 2014 young entrepreneurship, in 2015 management concept based on (4.25 on a 5-point scale), a very AIA introduced the “Digital gate” the “Polluter Pays” principle which positive performance considering initiative in cooperation with incorporates financial incentives to the significant traffic increase. The Athens University of Economics and promote recycling across the airport “i-mind” programme, the innovative Business. The initiative included a site, AIA has managed to maintain a engagement of all AIA’s employees contest among 162 participants for recycling rate of 52%. as “virtual passengers”, continued to the best ideas for digital development Further to its first full year serve as a service quality motivation at AIA. The six (6) winners will have of operation, the Power Quality tool with nearly 1,000 employee the opportunity to implement their Optimisation System managed to walkthroughs executed in 2015, proposals at the Airport. reduce electricity consumption at the corresponding to over 65,000 spot In acknowledgement of IT MTB by 2,030 MWhs by improving checks. Service Management excellence, in electricity system efficiency and grid AIA’s continuous focus in November 2015 AIA’s IT&T Business stability. The overall reduction in delivering a unique airport Unit was certified against the energy consumption improved the experience to passengers was ISO20000-1:2011 standard rendering respective CO2 emission footprint evident in the 2015 full renovation AIA one of the few airports by nearly 4,583 tonnes. AIA’s and expansion of the Extra worldwide certified for implementing environmental profile is bolstered Schengen retail area. Main design an IT service management system. by the 8.05 MWp Photovoltaic Park characteristics included the which helps avoid nearly 12,000 Environment centralisation of security screening tonnes of CO2 annually. facilities allowing passengers to In 2015 AIA’s strong environmental visit the retail units stress-free, the performance was honoured with a Citizenship creation of the a duty free walk- number of important distinctions On a broader citizenship perspective, through concept and the creation and awards, including “Excellent we consistently promote our of nearly 500 m2 of additional retail Performance in Sustainability” country’s cultural heritage and space, all of which under a new, Award at the 2015 Transport & contemporary art and connect social contemporary design approach. Logistics Awards, the Gold Award in contribution with our business the “Facility Management Activities- objectives by promoting the city of Innovation Impact on Sustainability” at the 2015 Athens as a tourist destination. In 2015 AIA received a number Facilities Management Awards, the AIA’s Destination Marketing of distinctions in recognition of Silver Award at the 2015 Energy programme focuses on forging the innovation delivered for the Mastering Awards and the Gold strategic co-operations and synergies continuous enhancement of service Award at the 2015 Waste & Recycling for promoting Athens as one of the quality. At the “2015 Cyta Mobile Awards. most appealing tourist destinations Excellence Awards” AIA was Further to a successful external worldwide. In November 2015 honoured with the silver award in audit in 2015, AIA renewed its AIA hosted the 3rd Airport Chief the category “Innovative Mobile certification for its Environmental Executives’ Symposium (ACES- Application / Service” for the Management & Services in Athens) attended by more than 100
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top airport executives, with the schools that was attended by 1,282 and attained performance, prepared aim to highlight the developmental students. Lastly, AIA continued in line with international best impact of the air transport industry to support the conservation and practice; it is in accordance with on the destinations they serve promotion of the Vravrona Wetland, the Global Reporting Initiative G4 and to promote initiatives for a Natura 2000 site located near the reporting guidelines and the related the strengthening of Athens as a Airport which has been transformed sector supplement for Airport tourist destination. During ACES- into a popular attraction combining Operators; it is in adherence with Athens, AIA introduced the “Speak archaeological and environmental the provisions of ISO26000:2010 AΘenian. Be an AΘenian” campaign. interest. Social Responsibility Guidance and Furthermore, in 2015 AIA launched contains disclosures in line with our the “TAG Athens” project aiming Employer’s Responsibility sustaining commitment of annually at attracting passengers from the We aim to be an employer of choice, reporting the Company’s practices Balkans, Central and Eastern Europe attracting a committed workforce regarding the 10 principles of the with Asia/Pacific and Africa as their and offering a safe and modern United Nations Global Compact; it final destination. work environment. We have a long- has been subject to external “limited Every year more than 250,000 standing commitment to creating a level” assurance by an independent people visit the airport’s permanent workplace culture that encourages audit firm. and periodical art & culture development and makes the best Our CR reporting process exhibitions. In 2015 AIA launched use of the knowledge and skills supports our commitment its collaboration with the Art- of our people. At the end of 2015, for transparency, in line with Athina International Exhibition AIA’s headcount was 620 people contemporary international best of Contemporary Art by hosting under open-ended contracts and practice and the related context of on airport premises six (6) special 52 under fixed-term contracts. the 2014 EU Directive on disclosure exhibitions with themes relating 30% of our personnel reside at the of non-financial and diversity to humanity and the ever changing local communities, a reflection of information, well in advance of the natural and urban environment. our seamless connection with the anticipated legislation. Through the “Fly me to the Moon” Mesogeia area. March 2016 marks the 15th programme AIA offered passengers As AIA strives to offer enhanced anniversary of AIA’s commencement a unique entertainment experience Human Resources services to all of operations. Throughout those at the Airport. In 2015 we hosted live employees, in 2015 emphasis was years, the Airport Company has performances of the Athens State placed on developing and evolving demonstrated a definitive pledge Orchestra, the Greek National Opera the new Employee Performance towards corporate responsibility and numerous contemporary artists. Management System, improving and a continuously improving and Our 2015 Community individual target-setting and innovative performance that honours Engagement Action Plan focused employee competency measurement. it. The added value for respecting and primarily on educational and social Extensive training for both appraisers implementing globally recognised issues in light of the on-going and appraisees was provided in 2015 sustainability principles is proven in economic recession, thus underlining involving all AIA employees. Overall, our day-to-day operation, sustaining AIA’s role as a social partner. Regular the execution of AIA’s Training our reputation of a prudent, meetings with local stakeholders Plan in 2015 resulted in a total of respectful and responsible company. helped maintain a positive climate of 19,636 training hours with 100% of We at Athens International mutual understanding. Educational employees attending at least one Airport stay true to our commitments material, computers and other training session (corresponding to 29 and confident of our ability to equipment were donated to schools in training hours/per FTE). maintain and further enhance our the neighbouring municipalities and sustainable business model securing financial rewards were presented to This year’s CR Report our dependability towards our top students from local high schools The 2015 Corporate Responsibility employees, our business partners and admitted to Greek Universities. Report describes our sustainability society at large. In order to promote awareness performance that validates the on water management issues, materialisation of our corporate in cooperation with the NGO commitments in a consistent and Mediterranean SOS, AIA organised controlled manner. The Report an environmental educational is a facts-based presentation of Dr Ioannis N. Paraschis programme at 10 local elementary objectives, management practices CEO
aia.gr | 9 Corporate Identity
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Athens International Airport S.A. (“AIA” or the “Company”) was established in 1996 as a public-private partnership with a 30- year concession agreement. Ratified by Greek Law 2338/95, the concession agreement grants to the Company the exclusive right and privilege of the ‘design, financing, construction, completion, commissioning, maintenance, operation, management and development of the new Athens International Airport’.
Shareholder Structure
The shareholder structure of Athens International Airport, according to the relevant Books of Shares and Shareholders, is:
Shareholder Number of Shares %
Hellenic Republic Asset Development Fund (HRADF) 9,000,000 30 AviAlliance GmbH 8,000,004 26.667 Greek State 7,500,000 25 AviAlliance Capital GmbH & Co. KGaA 4,000,002 13.333 Copelouzos Dimitrios 599,997 2 Copelouzou Kiriaki 299,999 1 Copelouzos Christos 299,999 1 Copelouzou Eleni-Asimina 299,999 1 Total 30,000,000 100
The Company’s registered office is 03R/21L: 4,000x60m - incl. shoulders carriers (LCCs). In the non-aeronautical situated in the Municipality of Spata, in on both sides with a width of 7.5m). sector AIA undertakes advanced and the regional unit of East Attica, Greece. With a corporate goal to create extensive development initiatives AIA is a privately managed company sustainable value to all stakeholders ranging from IT & Telecommunications with the Greek State holding 55% of by offering value for money services systems and business activities, high- shares (25% Greek State and 30% AIA has implemented a successful quality consumer-related products Hellenic Republic Asset Development development strategy in both its offered at its commercial terminals and Fund-HRADF), while the private aeronautical and non-aeronautical business activities related to its real shareholders collectively hold 45%. sectors. Offering advanced incentives estate assets. Athens International Airport and marketing support schemes The Company operates in a socially “Eleftherios Venizelos” extends in an AIA ensures the sustainability and and environmentally responsible way area of approximately 16,000km2 development of domestic, regional and providing stakeholders an operating and has two runways in compliance international traffic, working closely and working environment that meets with ICAO Aerodrome Reference with home carriers and international the increasing demands on safety and Code “4E”, (03L/21R: 3,800x60m and carriers, legacy airlines and low-cost- security.
Corporate Governance
Governance Structure Company’s constitutional documents, 2338/1995 - Government Gazette A’ The corporate governance framework i.e. the Articles of Association (as 202/14.9.1995) and includes a number established at Athens International per the provisions of the Airport of specific processes and procedures Airport abides by the provisions of the Development Agreement and Law which aim at forging a robust
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governance structure and approach in following an agreement between the for the decision of the Board and its line with the principles set forth in the Greek State and the shareholdings Committees include without limitation: applicable legislation. holding the majority of the ordinary (a) the approval of the overall long-term The nine-member Board of Directors shares or in case of non-achievement strategy, corporate goals and formal elected by the General Meeting of of such an agreement, by the Chairman Business Plan, (b) approval of annual Shareholders with a two-year term of of the European Investment Bank. The operating and capital budgets, (c) office, bears the responsibility for the CEO, being responsible for the day to ensuring the integrity of the Company’s management and administration of day management and operation of the accounts and financial reporting systems, all corporate matters and affairs and Company’s activities is proposed by the (d) approval of major Pricing Policies, has in this respect delegated specific private shareholders and participates in (e) approval of major contract awards, authorities to the Chief Executive Officer all Board of Directors meeting without and (f) delegation of powers related and the members of Management being entitled to vote. Board Meetings to administration, management and respectively. The Greek State advises are held on a monthly basis and are representation of the Company. In the Company for the appointment supported by a competent, qualified order to allow an effective discharge of four members (also indicating the and experienced Company Secretary of its duties, the Board has established Chairman), while shareholders who who advises Board members with a appropriate Board Committees which represent the majority of the ordinary view to ensuring that statutory and have an advisory capacity. These are the shares other than those held by the regulatory requirements are met as well Audit Committee, Personnel Committee, Greek State, appoint four directors, as providing guidance on Board matters Finance Committee and Investment also indicating the Vice Chairman. to senior management. Committee. Board committees possess The ninth director is appointed either The schedule of matters reserved specialised knowledge, discuss issues
AIA Organisational Structure
Commu- nications & Marketing
Board of Directors Legal Affairs
Internal Audit
Chief Executive Corporate Officer (CEO) Planning Dr I.Ν. Paraschis
Corporate Control
Chief Chief Chief Finance & Operations Development Administration Officer (COO) Officer (CDO) Officer (CFO) G. Eleftherakos A. Aravanis P. Michalarogiannis Corporate Security
Security Technical Human Infor- Operations Services mation Resources Aviation Consumers Property Corporate Technology & Business Business Business Finance Manage- Telecommunica- Unit Unit Unit Unit ment tions Business Unit
Environ- Business mental Control Services Corporate Quality
Business Control
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in their remit in depth and make the Corporate Control function, It is also important to note that recommendations to the Board. assigned with Risk Management the activities of the Risk Management The Annual Ordinary General responsibilities, which includes and Internal Audit functions are Meeting of the Shareholders approves greater visibility with a broader complementary in nature, with a close the actions and decisions of the Board span of focus and value; its scope cooperation between them and with a of Directors during the previous has been expanded to include the common risk definition and framework. corporate fiscal year and releases the establishment of an overarching The Board regularly reviews the Board of Directors from any liability Risk Management Framework for main risks to the business and the from that year in accordance with the managing the Company’s most effectiveness of the System of Internal Law 2190/1920 and the Company’s significant risks, the provision Controls in managing these risks Articles of Association. Further of assistance to management in including financial, operational and information about AIA’s Shareholder developing processes and controls compliance controls as well as the Structure and the Board of Directors to manage risks and monitoring Risk Management Process. For this is included in the 2015 Annual Report, the timely remediation of potential purpose, the Board, through the Audit available through the corporate website deficiencies. Its scope also includes Committee, receives regular reports (www.aia.gr). operational business continuity from the Company’s Internal Auditor The Company is structured planning. In line with industry best and Statutory Auditor in respect of the around four Business Units serving practices, a holistic risk management adequacy of the internal control system. the relevant activity sectors (Aviation, process has been adopted which The said committee is also responsible Consumers, Property and IT & identifies those airport processes for supervising and monitoring the Telecommunications), which hold a bearing significant importance to performance and independence of the combined responsibility for operational the Company and the impact to its Internal Audit department as well as the excellence and business development. operations and provides a framework selection, performance, objectivity and Business Units are supported by various for building operational resilience, independence of the Statutory Auditor. corporate functions. through effective contingency and It has oversight responsibilities on the recovery measures for responding, enhancement of the business ethics and System of Internal Controls and resuming and restoring operations anti-fraud controls. Lastly, the Audit Risk Management at pre-defined levels. Finally, the Committee monitors the adequacy of the Both the Board and the Management interests of the shareholders are Company’s compliance with Legal and are committed to maintain a sound optimised via a thorough and Regulatory requirements. system of internal controls to safeguard balanced assessment of the benefits The Company maintains and the Company’s assets and ensure and costs associated with the continuously updates a system of that significant risks are identified aforementioned system of established policies and procedures, ensuring that and adequately managed. For this controls. Management directives are cascaded purpose, AIA has adopted the most iii Management’s integrated and and corporate objectives are achieved. contemporary risk management coordinated approach to risk is The Company invests in management practice, often referred to as enterprise also accomplished through the systems that enhance controls and serve risk management (ERM), and aims to activities of the Finance function that its commitment for providing high- deal with risks from a broader scope, monitors financial risks and financial quality, state-of-the-art services. Where depth and perspective, including reporting issues, the Security/Safety necessary, these systems are certified in strategic, operational and financial risks; departments which monitor the accordance with prevailing standards. such approach undoubtedly constitutes respective risks and hazards and the In this respect, AIA maintains the an advancement as compared to the Regulatory and Legal Compliance certification against the ISO9001:2008 “traditional” risk transfer approach Coordination function which in standard for Quality Management and as of managing the insurance portfolio turn monitors specific risks such as of 2015 the ISO20000-1:2011 standard and resolving claims to protect the non-compliance with applicable laws for IT Service Management for its IT&T company’s value. and regulations. This systematic and Business Unit. Furthermore, AIA holds In addition to the requirements disciplined approach enhances and a certification against the ISO 14001 of the aforementioned ERM, AIA optimises the strategic decision- standard (release 2004+Cor1:2009) for has implemented the organisational making capability of the company. its Environmental Services department. arrangements recommended by the iv The Internal Audit Function Within AIA’s governance framework Institute of Internal Auditors (IIA), provides shareholders with and particularly relating to Corporate which may be summarised as follows: assurance on the adequacy of the Responsibility (CR), related issues Company’s overall risk management (such as environmental, safety, human i The operational managers who processes. The Statutory Auditor resources issues) are regularly brought design and implement detailed provides assurance on the adequacy to the attention of the Board of Directors procedures that serve controls and of controls impacting the accuracy by the Management. Furthermore, the supervise the execution of those of the financial statements and Audit Committee, within its capacity procedures by their employees. is accountable to the Audit to monitor the adequacy of internal ii The role and responsibilities of Committee. and external controls, reviews the
aia.gr | 13 2 Corporate Identity
independence and quality of the parties aim to further assure the adequacy Relations with Business Partners ensures engaged by Management to provide CR of the internal control environment. that all business partners are treated with Assurance services. Furthermore, enhanced IT solutions fairness and integrity and that employees that AIA has developed, such as data interfacing with them abide by a strict Legal and Regulatory Compliance measurement techniques applied to the framework of principles and rules. Both Through its Audit Committee the compilation of indicators for corporate Codes are under the responsibility of the Board is committed to enforcing a use, facilitate the continuous monitoring Human Resources department. stringent policy of compliance with all process. A Code of Acceptance & applicable Laws and Regulators. For this Continuously reinforcing the Reconfirmation process is integrated purpose, the Company’s Legal Director Business Units’ role, AIA’s Value Based in the relevant online awareness has assumed increased responsibility Management (VBM) methodology programme and is being completed on through its role as Legal and Regulatory measures the performance against an annual basis by all AIA employees. Compliance Coordinator, aiming to predefined targets on both financial coordinate the required activities of and non-financial metrics and Anti-Fraud all departments, specifically in the parameters (e.g. systems’ efficiency, Prevention of fraud is a crucial element areas: Aerodrome Operations, Ground quality of services, safety of operations, of AIA’s Policies and strict compliance Handling Services, Environment, environmental responsibility, personnel to the relevant rules must be secured Security, Information Technology, safety, training, etc.). by involved employees, Management Accounting & Tax, Procurement, members and members of the Board of Labour, Fire Safety and Design & Business Conduct Directors. Construction and Airport Charges Policy. AIA aims at being acknowledged as a Management and employees are role model responsible Company within expected to behave in an honest and Information the markets it operates and to influence fair way, in line with the provisions of On an annual basis AIA issues and others in their effort to follow a path AIA’s Code of Business Conduct for publicly discloses a number of reports of sustainability. Our corporate values compliance, integrity and avoidance of that cover all aspects of activities and (Accountability, Team Spirit, Respect, conflict of interest, thus promoting fraud performance. Furthermore, AIA has Effectiveness, Customer Focus) are avoidance. developed a reporting system which embedded in all aspects of our operation AIA aims to protect its employees, not only supports Management in and development. financial interests, clients, providers its strategic decision-making but also AIA applies a Code of Business and the people who live and act at the fosters effective communication within Conduct, developed in line with global airport community by carrying out a the Company as well as with external best practices, which urges employees fair and balanced policy that develops parties. to conduct business activities in and maintains an anti-fraud culture. Publicly available information accordance with corporate values, thus AIA is committed to deter, prevent and regarding AIA including corporate aiming to maintain the Company’s good investigate fraud and corruption and publications is available in the relevant reputation and trust and to reinforce to apply appropriate corrective and/ section of the Company’s website (www. stakeholders’ confidence. The Code or disciplinary measures as required aia.gr/company-and-business/the- is a management tool that safeguards working in a collaborative way to seek company). an all-embracing work environment remedy wherever possible. where no discrimination, victimisation AIA has established an Anti-Fraud Monitoring and harassment may occur. The Code Policy, aiming to ensure that a system of AIA is practicing continuous monitoring provides a framework that allows internal controls is in place for securing in order to provide assurance that employees to express their concerns on adequate containment of fraud risk; an controls and other planned actions are possible violations in good faith, while internal framework is provided for all carried out properly and to identify protecting them from any retaliation. employees to report suspected acts of key exceptions requiring quick and The Code promotes Management fraud or other similar irregularities; and effective review and management action. Responsibility with respect to corporate a mechanism is in place for undertaking Scheduled periodic audits performed standards of conduct through an annual formal investigation of such irregularities both by external auditors and the reconfirmation process. Integral to the and designing specific actions to rectify Company’s Internal Audit department Code of Business Conduct, the Code of identified control gaps.
Corporate Responsibility Governance
AIA approaches corporate responsibility approach is reflected in the Corporate governance structure: CR Strategy in an integrated way aiming at promoting Responsibility (CR) Policy and for Materiality Analysis and CR Action the sustainability of all aspects of our deployed as a cross-departmental effort Plan, CR Integration for alignment operation and development. This through a contemporary 3-level CR with standards and reporting, CR
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Implementation for embedding across implementation of a CR Strategy and with the internationally-acknowledged AIA Units & Departments. the preparation of an annual CR Report ISO 26000:2010 standard. The CR AIA applies a Corporate in line with prevailing international Strategy is reviewed, integrated Responsibility Policy that provides standards. Within this Policy AIA and implemented across AIA’s four for the development, update and adopts fundamental principles in line Corporate Responsibility Perspectives:
AIA’s CR Perspectives
Airport Operator’s Environmental Employer’s Corporate Responsibility Responsibility Responsibility Citizenship
Running the airport Undertaking initiatives Developing, Focusing on good efficiently, in line with and commitments to compensating and neighbourly relations legal & regulatory minimise impact from engaging our human with local communities, framework, in line airport operation and capital while maintaining advancing social with international best development as well a committed workforce partnership and practice, fostering an as communicating in a safe, productive and prosperity in the region, airport community culture and raising awareness fair work environment. promoting of wider and acting on public regarding environmental cultural activities and interest with respect to issues. supporting humanitarian safety and service quality. causes for society at large.
Assurance Comment from EY on Corporate Responsibility Governance
During a series of dedicated interviews with the Chief Financial Officer, Corporate Quality Manager and members of the AIA CR Committee (which includes Directors & Managers from Corporate Planning, Aviation Services, Communications & Marketing, Human Resources, Environmental and Corporate Quality), we discussed AIA’s governance structure regarding non-financial management and reporting and the overall emphasis placed on integrating sustainability throughout operations. In this context, we substantiated the CFO’s supervising role on non-financial reporting, through the annual presentation to the Audit Committee, as well as through regular reporting to the CEO. Additionally, we reviewed evidence of the 2015 Operational Scorecard and substantiated inclusion of sustainability-related objectives and non-financial indicators. Finally, we reviewed the CR Committee’s involvement in the development of the CR Action Plan and 2015 materiality analysis. We believe that AIA has integrated sustainability in its governance and operations in a well-structured manner.
The development and continuous development of the latter through principles of Inclusivity, Materiality update of AIA’s CR Strategy and derived a 2-year international project. and Responsiveness. CR Action Plan is based on continuous Furthermore, the CR Report fulfils redefinition and prioritisation of the ongoing commitments made towards Accounting for Stakeholders’ material issues, i.e. those of significant the United Nations Global Compact Expectations impact on the company and its (UNGC) for Communication on AIA is committed to engaging stakeholders. Progress (CoP). stakeholders in a balanced and Through the CR Report, AIA Furthermore the Audit Committee, respectful manner, comprehending enhances the transparency and within its respective competence their requirements and expectations disclosure practices related to to control and monitor the Internal and integrating this input in its strategy governance, environmental, social and and External audit systems and the development and deployment. The employee related initiatives. AIA’s internal controls system, reviews the Company has established mechanisms to CR Report conforms to contemporary independence and quality of the parties elicit stakeholder feedback (such as joint international sustainability reporting engaged by Management to provide CR committees, regular workshops, customer guidelines, such as the Global Reporting Assurance services. surveys & complaint management, Initiative GRI-G4 (2013) including With respect to implementation of telephone line for local community the G4 ‘Airport Operators Sector the Corporate Responsibility Policy, etc.) and evaluates and responds to the Disclosures’, based on the GRI G4 AIA aligns with the provisions of the feedback through management actions. Airport Operators Sector Disclosures. AA1000 AccountAbility Principles These actions are described in the AIA was a major contributor for the Standard (2008) and specifically the following chapters of this Report.
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AIA Stakeholder Map
The stakeholder map reflects the diversity of the Airport Company’s stakeholders based on the effect of our operational and business activities both within and outside the boundaries of the airport community. AIA Employees: with open-end contracts (incl. engagement activities) 620
seasonally employed 52
No of Labour relations Employees Employee Surveys 1,880 Bilateral Meetings Bilateral Meetings User Commitees User Commitees Greek State Customer Surveys Customer Surveys Terminal 25% Concessionaires*
HRADF Commercial Park* 30% Employees Other Entities* Bilateral Meetings Users & No of Employees Prvate Joint Business Airlines Handlers Investors Board Meetings Activities 6,000 45% Governance Structure Customer Surveys Comm ort un rp it i y Concession- Shareholders A naires
No of No of passengers Employees* 18,087,377 HCAA / Ministry 1,550 Passenger Surveys State Committees Passengers Authorities Passenger Comment Crisis Management Management O u rt Regulatory Audits I-mind t o si rp de the Ai Local Suppliers No of Community suppliers 743 Int’l Greater Aviation Society Domestic Community Meetings with 87% Bilateral Meetings representatives Contract Terms Joint Activities Foreign
13% No of Outsourced Municipalities Publications Services ACI Committees 6 Providers* Business networking Social contribution Routes Conferences No of Employees 2,000 Total No of Companies Total No of /Entities at the Airport* Employees*: 370 13,977 * AIA Records of Airport ID Cards - Dec 2015.
AIA’s operational success is based on opportunities through a perspective of (GRI G4), the bi-annual Materiality stakeholder cooperation. Cooperation mutual trust and understanding. exercise constitutes the basis for AIA’s with our customers and business On a wider society level, AIA CR Action Plan and CR Reporting. partners is facilitated through a structure engages passengers and other consumers AIA’s CR Committee, representing the of engagement practices (committees, through various feedback mechanisms Management across various disciplines exercises, workshops, joint activities etc.) aiming to compile evaluation data used (Corporate Planning, Aviation Services, further to the day-to-day interface. for planning improvement actions. Communications & Marketing, Human On a local community level, the Resources, Environmental and Quality), constant dialogue with authorities and Reporting on “what matters, performs an analysis of material issues representatives facilitates the recognition where it matters” with respect to the impact of these issues of the material sustainability issues In line with the provisions of the on the Company and the perceived level and the prioritisation of challenges and Global Reporting Initiative Guidelines of concern for our stakeholders.
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The Materiality Map was re- GRI G4 Sustainability Reporting assessment of AIA and their decisions). stated in 2015 containing a total of 22 Guidelines and the related Airport The prioritization of the 22 identified issues, of which 12 are evaluated as Operators Sector Supplement issues took under consideration the Material. The correspondence of the (GRI-G4 AOSS) evaluation of unique characteristics of an airport material issues with GRI aspects and materiality is based on two parameters: environment. Specific criteria were the relative verification through the “Significance of Impact for AIA” defined and evaluated in order to assurance engagement is described in a (affecting our ability to deliver prioritize these issues against the relevant table in Ch.7 of this Report. strategy) and the “Concern of Impact predefined parameters of ‘Impact for In line with the provisions of the by Stakeholders” (influencing their AIA’ and ‘Stakeholder Concern.
Concern by AIA (Shareholders, Financial Performance Management & Employess)
Non-financial Performance Impact for AIA (Governance, Environment, Stakeholder Concern by Airport Quality, Safety, Social issues) Concern Community Stakeholders
Concern by Greater Society Strategy Stakeholders
AIA Materiality Map
The outcome of the Materiality Exercise The definition of boundaries for each Stakeholders’ Concern, is presented in is shown on the Materiality Map below. Material Issue, based on the rating of the relevant table of Ch. 7 of this Report.
Low Impact / High Concern High Impact / High Concern
Customer & Public Safety (inc. aviation safety & security)
Market Presense (traffic development)
Financial Performance
Operational Readiness & Emergency Preparedness Indirect Economic Impact
Service Quality & Employee Health & safety Passenger Experience Corporate Noise Governance Community Engagement Energy, Emissions & Climate Change Environmental Management & Compliance Employment Practices Innovation Effluents & Waste Employment Training & Development Stakeholder Concern Stakeholder Information Security Ground Access & Customer privacy & Intermodality Diversity & Human Rights Services for PRMs
Water
Biodiversity
Low Impact / Low Concern Impact for AIA High Impact / Low Concern
Material Issue External Assurance (CR 2015)
aia.gr | 17 2 Corporate Identity
The CR Report 2015 covers on those issues. Material issues through Linking Materiality with the information from a broad spectrum of the chapters of this Report are marked Sustainable Development Goals activities, structured across four chapters with this symbol: In 2015, AIA advanced its materiality (Ch. 3 - Operational Responsibility, analysis by correlating with the Ch.4 - Environmental Responsibility, recently introduced (September 2015) Ch.5 Employer’s Responsibility and Sustainable Development Goals of the Ch.6 Corporate Citizenship). Emphasis Material United Nations (SDGs) building on our is placed on the aspects identified as Issue steady commitment towards the UN “material” and consequently the CR Global Compact since 2008. Assurance Engagement process focuses
SDGs
United Nations’ 2030 Agenda for Sustainable Development adopted by 190 countries in September 2015 relates to 17 Goals to be implemented through 169 targets
Countries are expected to high level of services and products Managing Sustainability take ownership of the Sustainable developed at the international airports. Performance Development Goals (SDGs) and Athens International Airport has The Airport Company develops and establish a national framework for a considerable yield that goes beyond implements appropriate responses to their attainment. Implementation and financial value created for shareholders sustainability challenges considering success will rely on countries’ own and the Greek State in particular. There stakeholder views. In 2015 our sustainable development policies, plans is substantial contribution by the airport annual corporate scorecard included and programmes. Countries have the towards job creation and economic sustainability-related objectives primary responsibility for follow-up and development both at a regional and at for measuring the company’s review at a national, regional and global a national level. On a recurring basis performance. The attainment of these level with regard to the progress made AIA commissions socio-economic objectives is linked to the evaluation in implementing the Goals and targets impact studies for identifying the total of AIA Management and employees’ over the next 15 years. economic impact (at national and performance. In particular, the areas The correlation between AIA’s 12 local level), the effect on jobs creation in which non-financial performance Material Issues and the Sustainable and total added value expressed as % objectives were set on a corporate level, Development Goals, as well as with national GDP). as part of the Operational Scorecard for the GRI-AOSS Material Aspects The importance placed by AIA on its 2015 were: is described in the relevant table in socio-economic impact is evident in the • Efficiency of critical systems Chapter 7. prioritisation of issues as depicted in the (expressed as system availability for Material Materiality Map. Two of the 12 material critical systems, namely: Baggage Issue Indirect Economic Impact issues relate to community engagement Handling, Medium Voltage, Airports are increasingly considered as matters (discussed in chapter 6 of this Passenger Boarding Bridges, Airfield an important driver of socioeconomic Report) and on the indirect economic Lighting and IT&T systems) growth for both the national economy impact for the greater society. This latter • Efficiency of critical systems and the local communities in which issue addresses indirect, induced and (expressed as maximum duration they operate. Their contribution is not catalytic economic impact and is in line of single-event-failures for: Baggage limited to the direct impacts generated with the relevant GRI aspect for the Handling, Medium Voltage, Airfield by their operation but instead spans to extent of indirect economic impacts. Lighting and IT&T systems) include much bigger benefits created For 2015 we report on our effect on the • Aviation safety (expressed as for local companies, associated state tourism industry of Athens (Chapter 6) occurring incidents / events) entities and the wider community, and our effect on skills development in • Airport Service Quality (expressed which all gain access to the generally the region (Chapter 6). as the “overall satisfaction” from
18 | aia.gr Corporate Responsibility Report 2015
AIA’s Passenger Survey) to applicable guidelines and standards Board of the local UN Global Compact • Climate Change Action Plan through the engagement of an Network with an active participation (expressed as actions complete) independent audit firm. The outcome in cooperative activities that promote • Local Communities Action plan of this process is included as a separate responsible business in the Greek (expressed as actions complete) Assurance Statement at the end of this market, such as the 2015 signing of • Human Resources development Report. the CSR Europe Enterprise 2020 (expressed as training hours per FTE) The CR report is distributed to a Manifesto and the sustaining support of Charts and tables with performance large audience of constituents varying the CSR Student Competition under the specifics for all above are found in the among AIA employees, airport auspices of the European Parliament. following chapters of this report, along community, business partners and Furthermore, AIA chairs the CSR with specific mentions regarding the various other stakeholders while being Committee of the Hellenic-American attainment of corporate targets. available to all interested parties on the Chamber of Commerce and participates The 2015 Corporate Responsibility corporate website. actively in the Greek Business Council Report is the AIA’s thirteenth Our active membership in business for Sustainable Development (under consecutive annual edition. In order associations and our presence in the auspices of the Greek Federation to maximise the added value of the various sustainability networking events of Industries), the ACI-Europe CR reporting process, AIA engages in enable us to demonstrate our practices Environmental Strategy Committee and external assurance of its disclosures for and share expertise. AIA is a member the Hellenic Management Association accuracy, completeness and adhesion of the Board of CSR Hellas and the Institute for Corporate Affairs.
Planning Ahead
Connected with the Materiality Map, the CR Action Plan 2016 gives an indication of activities planned to be undertaken by AIA versus each of the Material Issues. The action plan also includes “Environmental Management & Compliance” activities, necessary for addressing respective Material Issues. The most prominent project for 2016 is the operational, aesthetic and commercial upgrade of the Intra-Schengen part of our main terminal. The project includes an upgraded security screening concept and a series of operational improvements for enhancing passengers’ service level and expanding commercial space. The Material Issue “Financial Performance” is not included, as it is discussed in detail in AIA’s 2015 Annual Report.
Aspect Description of planned activities • Aviation Safety Management System update (multiple action including those leading to EASA Certification) Customer & Public Safety • Safety promotion initiatives (incl. aviation safety & security) • Health & Safety inspections in public areas • Hazard Identification and Risk Assessments Market Presence • Incentives Plan (Developmental & Targeted Incentives) (traffic development) • Route Development / Marketing Support Policies Operational Readiness • Emergency Crisis Planning training / workshops / exercises plan & Emergency Preparedness • Action to attain availability targets for Critical Systems • Update Procurement Procedures Corporate Governance • Update of Corporate Responsibility Policy • Code of Conduct e-training • Intra-Schengen Project (operational, aesthetic & commercial improvement) • Airport Service Quality / Passenger Satisfaction Surveys / Quality Monitor Surveys Service Quality • Passenger Comments Mgmt / I-mind Programme / Service Performance Mgmt & Passenger Experience • Air Smiles programme • Retain certification for ISO9001 and ISO20001 (IT&T Business Unit) • Destination Marketing activities • City Break Initiative Indirect Economic Impact • Art & Culture programme • Cultural Air Bridges Programme • Youth Employment Programme (Airport Praxis II) • Energy management system targeting conservation and exploitation of renewable energy Energy, Emissions • Carbon emissions reduction through Climate Change Corporate Action Plan & Climate Change • Retain Level 3 Airport Carbon Accreditation and explore feasibility of Level 3+ upgrade • ISO 50001 certification (Energy Management) • EMS / ISO14000 retain certification Environmental Management • Environmental training & awareness to AIA and Third Parties & Compliance • Environmental audits of Third Parties • Noise Abatement Procedures in collaboration with HCAA Noise • Complaint management • Health & Safety training / awareness sessions and Risk Assessments Employee Health & Safety • Fire Life Safety e-Training • Nutritional Programme for Local Community Schools Community Engagement • Multidimensional Community Engagement Plan • Digital Gate programme for innovation (implementation of POCs) Innovation • Internal Innovation program “thinkathons”
aia.gr | 19 Our Business
20 | aia.gr Corporate Responsibility Report 2015
Material Financial Performance Issue
Financial performance is one of the ensures proper monitoring and Revenues from non-aeronautical major pillars for the achievement of adjustment (e.g. through quarterly latest segments performed overall higher than AIA’s mission to create sustainable estimates) of our financial performance. previous year by 15.3%. In specific, value for all stakeholders. It is a Given the importance of financial revenues from ground handling and prerequisite for the creation of financial performance not only from a legal airside concessions increased by 15.2% value but also enhances - and in many and compliance perspective, but also following traffic development trends. cases enables - the creation of non- from a business point of view, AIA Revenues from commercial activities financial value. continuously enhances its financial increased by 10.9% mainly due to From its start AIA has performance mechanisms. terminal retail revenue growth, as a allocated dedicated persons, tools, 2015 was a milestone year for AIA result of traffic growth and exceptional methodologies, processes and with record traffic numbers and a performance of the fully renovated resources to manage financial strong financial performance. Despite and expanded Extra-Schengen area; performance. Over the years these a fragile economic environment in the while car parking revenues remained at management tools have proliferated country, passenger traffic dynamics prior year’s levels. Property revenues and have matured to a great degree. remained strong within the year and slightly increased by 2.1% compared to More specifically, in addition to robust growth momentum in terms previous year mainly due to last year’s legal requirements for financial of traffic and revenues continued. In burden from retroactive 2013 PV tariff recording and monitoring, AIA has addition, despite growth AIA sustained cuts recorded in 2014 revenues. IT&T also put in place numerous controls costs at low levels further strengthening revenues performed marginally (1.2%) through systems (e.g. our Corporate efficiency and productivity. above prior year’s levels. It should Business Information System with Aeronautical revenues, inclusive be noted that 2015 non-aeronautical its numerous modules), central and of AIA’s share from the Airport revenues incorporate a positive once- de-central financial monitoring and Development Fund, contribute the off item of €8.2 million relating to control within the Organisation most to business, accounting for 61% of favourable arbitral award. (Accounting, Procurement, Corporate its total income. Revenues from airport With respect to operating costs, Finance, Treasury, Business and charges increased by 14.5% compared AIA succeeded in managing 2.9 million Corporate Controllers, Internal to prior year. AIA kept airport charges additional passengers with almost Audit), effective procedural controls unchanged and continued its incentive the same level of operating costs, (processes, procedures, etc.), business policy to encourage traffic growth in a further enhancing productivity and performance tools (e.g. Value Based targeted manner so as to assist airlines cost efficiency. It is worth noting that Management) etc. Finally, a corporate to enhance their operations to the additional requirements which emerged financial performance cycle which extent possible. AIA’s share from the during the year in some cost areas includes financial planning (business Airport Development Fund (ADF) mainly due to business growth were plan, budget) and financial reporting increased by 14.0% compared to prior successfully covered by savings in other (monthly, quarterly and annual results) year, aligned with passenger traffic mix. cost categories.
Economic Figures
2015 2014
Total Revenues & ADF Stated in €mio. 403.4 351.7 Total Operating Expenses Stated in €mio 110.6 111.5 EBITDA including ADF Stated in €mio. 292.8 240.1 EBITDA margin % Stated in €mio. EBITDA plus ADF / Total revenues & ADF 72.6% 68.3% Total Assets Stated in €mio 1,215.7 1,207.5 Added Value on Assets Stated in €mio. AVA: Added Value on Assets = Net Operating Profit after 99.7 70.5 Tax - Cost of Capital x Net Asset Value Dividends Stated in €mio. Amounts relating to previous Financial Year with the outflow occuring 87.3 65.1 in the current year. Increase in Retained Earnings Stated in €mio 27.3 22.1 Income & Other Taxes Stated in €mio. Amounts relating to previous Financial Year with the 32.7 26.4 outflow occuring in the current year. Sustainability Value Stated in €mio. Social Product is the total valuation of amounts paid for AIA payroll, contracted services payroll, social security contribution, income/municipality/other tax, 106.9 100.6 corporate responsibility opex, environmental and safety-related capex. Includes provisions Corporate Responsibility % OpEx Corporate Responsibility as % of total OpEx. Corporate Responsibility is the total valuation of activities relating to environmental, local community, art&culture, 2.92% 2.50% other social contribution, employee benefits & engagement, safety and CR management.
aia.gr | 21 3 Our Business
Revenues Structure
% total mio €
169.1 76.1 44.8 63.6 33.0 7.4 9.3
41.9% 18.9% 11.1% 15.8% 8.2% 1.8% 2.3%
Aeronautical ADF Groundhandling Consumers Property IT&T Other Charges & Airside Concessions
Operating Expenses Structure 2015
% total mio €
Personnel Related Expenses 36.7% 40.6
Outsourcing Services & Other Professional expenses 45.9% 50.7
P.R. & Marketing Activities 3.8% 4.2
Utilities 7.2% 8.0
Other Operating Expenses
6.4% 7.1
0 10 20 30 40 50
Aeronautical Business
Market Presence Material for Athens Airport since despite the tourism of Greece and Athens to Issue (traffic development) economic and political developments record levels with the city of Athens The core business of every airport, in the country the airport’s traffic not not only strengthening its position as as clearly identified even in the only enjoyed strong growth but also a popular destination per se but also definition of the word, is to safely reached record levels. This was the being increasingly selected by foreign and efficiently accommodate aircraft outcome of a number of important passengers as an intermediate stop. landings and take-offs; hence the air travel growth drivers: the dynamic As a result of all the above, in 2015 importance of aviation traffic is self- expansion of the Greek home-based passenger traffic reached the record proofing. Moreover, with a corporate carrier’s international network and levels of 18.09 million exceeding prior- goal to create sustainable value to the strengthening of the low-cost year levels by 2.9 million (+19.0%) and all stakeholders by offering value-for home-based carrier’s position, both by 1.55 million (+9.4%) the previous money services, AIA works closely supported by the pricing and targeted best, which was the pre-crisis year with home carriers and international incentives policy of AIA. Both carriers 2007. Both domestic and international carriers, legacy airlines and LCCs, expanded their network and attracted passengers achieved record levels and in order to ensure sustainability and an increasing number of passengers reached 6.4 million and 11.7 million development of domestic, regional while the competition between them demonstrating strong growth levels of and international traffic by offering especially in the domestic sector led to 22.1% and 17.4%, respectively. one of the most advanced incentive lower air ticket prices and promotional During 2015 nine new airlines and and marketing support schemes in the fares and helped Greeks increase their ten new routes were added to AIA’s framework of its aeronautical strategy. air travel despite the ongoing economic network with an equally important Year 2015 was a milestone year crisis. Lastly, the increase of inbound increase (+29.0%) of destinations being
22 | aia.gr Corporate Responsibility Report 2015
served by LCCs. Overall, for 2015 the of 14% compared to prior year levels. 118 destinations (85 international) in number of flights amounted to 176.2 Lastly, in 2015, Athens was directly 46 countries, operated by a total of 64 thousands and demonstrated a rise connected with scheduled services with carriers.
Passenger Traffic
2015 2014 var %
Total number of passengers (mio) (including transit passengers) Domestic 6.4 5.3 22.1% International 11.7 9.9 17.4% Total 18.1 15.2 19.0%
Variation calculated on the primary figures prior to conversion to mios.
Arriving Departing Total
2015 Total number of arriving and departing passengers (mio) (not including transit passengers) Domestic 3.3 3.1 6.4 International 5.8 5.8 11.6 Total 9.0 9.0 18.0
Variation calculated on the primary figures prior to conversion to mios.
Origin & Destination Transfer Terminal Passengers (O&D) Passengers Passengers Transit Total
2015 Total number of passengers by airport use (in million) 2015 Total number of passengers by airport use 13.84 4.20 18.04 0.05 18.09
Note: The breakdown in O&D and transfer passenger is an estimation based on the results of 2015 AIA’s Passenger Survey. The breakdown of terminal passenger is an estimation of O&D passenger and transfer passengers. Variation has been calculated based on the full figured and not the rounded figures shown above.
Aircraft Movements
2015 2014 var %
Aircraft Movements (Thousands, Take-Offs and Landings) Domestic 74.7 67.2 11.2% International 101.4 87.3 16.2% Total 176.2 154.5 14.0%
Variation calculated on the primary figures prior to conversion to thousands.
Commercial Commercial General Aviation Passengers Flights Cargo Flights Flights and other
2015 no. of aircraft movements (take-offs and landings) broken in the following flight categories Domestic 65,777 2,585 6,378 International 86,827 3,076 11,513
Scheduled passenger Charter passenger General State Aviation Total Movements (incl. combi) (incl. combi) Cargo Aviation & Other* (incl. Helicopters)
Aircraft Movements 2015 (Flight categories, incl. helicopters) Domestic 65,663 114 2,585 3,254 3,124 74,740 International 85,846 981 3,076 8,227 3,286 101,416 176,156
Note: The day/night segregation is not applicable in our airport, because the airport operates 24/7 and there is no night curfew (night flight restrictions). *State Aviation & Other: Special (FAA/Government), State Police/Fire/Diplomatic, Military, Ambulance, Training, Technical test, Technical Stop, Positioning/Ferry.
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Quarterly Passenger Traffic markets throughout the year. the 20% mark, although compared Development 2015 Following a very strong first quarter to a strong 2014 summer period. Looking in more detail at the which continued the trend of the last As expected, the last three months passenger traffic evolution in the months of 2015, the period April to of the year demonstrated a growth course of the year, the sharp rise of September witnessed passenger traffic slowdown, yet achieving double- the airport’s passenger traffic was growing fast both domestically and digit growth rates, indicative of the the result of the significant growth internationally and achieving growth favourable developments of the winter of both domestic and international rates approaching or even surpassing 2015/2016 period.
Quarterly Passenger Traffic Development 2015
growth 2015/2014 Domestic International Total
40 37.0 19.6 25.7 21.7 21.8 21.8 21.1 16.9 18.3 14.4 11.3 12.4
30
20
10
0 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Airline Community Culture the airline offer by encouraging airlines both for development and sustainability During 2015 AIA continued its dynamic to at least maintain the same level of were in effect during 2015. More than marketing strategy and incentives operated flights versus the previous 80% of the operating carriers made policy. AIA’s aeronautical marketing corresponding period; the Transfer use of one or more targeted incentives. strategy includes comprehensive Incentive focusing on the development Furthermore, more than 40 of our developmental and targeted of transfer traffic; and the Load Factor airline partners enjoyed benefits programmes for airlines including Incentive, targeted to encourage airlines from AIA’s traditional developmental incentives and marketing support to increase the amount of passengers incentives and marketing support to a packages; it constitutes a cornerstone of per flight. The developmental scheme significant degree. In this year’s “Routes AIA’s aeronautical strategy for healthy was also enriched by the recently Europe”, the largest airline and airport financial growth. established Niche Routes Incentive networking route development forum AIA maintained all charges aiming at attracting new services with in Europe which was held in Aberdeen, unchanged without any increase for niche markets that are currently not Scotland, AIA was voted by the airlines the seventh consecutive year. This operated from Athens. Lastly - and and was awarded as the winner in the freezing of charges was complemented further to the special Low Fares ‘4-20 m. passengers’ category in the by the continuous development and Incentive during winter - given the 2015 Routes Marketing Awards. At the fine-tuning of our incentives scheme extraordinary circumstances the highly significant Routes forum, airlines and comprised growth incentives country was experiencing with the evaluate the airports’ marketing plans and a number of targeted incentives implementation of capital controls and programmes rewarding the ones for airlines. In particular, taking into during the summer season and in order that most efficiently address airlines’ consideration market developments and to mitigate at the extent possible the efforts to develop new routes or sustain the double-digit growth, AIA extended negative effects on Greek citizens and existing ones. It is noteworthy that in three significant targeted incentives the domestic aviation market, for a the context of the prestigious ROUTES throughout 2015, at the same time limited period of two weeks’ time AIA events, Athens International Airport fine-tuning their terms of applicability offered domestic operators the amount is the most awarded airport with 15 and lowering their levels during the of 25€ per departing passenger for all distinctions in 11 years. current Winter season by approximately tickets issued with a nominal value of AIA’s customised approach towards 25%: the Sustainability Incentive 10€ or less. airlines was also the main element in aiming at sustaining and stimulating In total, fourteen different incentives the 2015 campaign under the slogan
24 | aia.gr Corporate Responsibility Report 2015
“Tailor made aviation marketing”, by AIA, took place in March 2016 reached a total uplift of 80,476 tonnes. reflecting AIA’s willingness and efforts during AIA’s 16th Airline Marketing This was the second consecutive to proactively look into the actual Workshop. year that air freight volumes expanded needs of each of its airline partners and benefiting mainly from the improved consequently design and implement its Air Cargo Development 2015 positive performance of international marketing strategy accordingly. In 2015 the local airfreight market traffic (+5.3%). On the other hand, Airlines’ contribution to the continued to see considerable the domestic sector suffered a further airport’s performance in 2015 was growth despite the notable financial sharp decline by 6.2% despite a acknowledged by AIA for the 12th developments in Greece. Cargo considerable improvement of the consecutive year by rewarding them for volumes posted a healthy 4.1% inbound traffic (+4.7%). the most successful passenger traffic increase compared to the previous Finally, cargo carried on freighter development during 2015. The awards year exceeding both the European flights increased by almost 2% in 2015 ceremony, the major airline networking and the global average (-0.1 and 2.2% while passenger flights transported event for Greece which is hosted respectively as per IATA statistics) and 5.5% more volumes compared to 2014.
Cargo Traffic 2015 (in/out) thousand tonnes Cargo Aircraft Passenger Aircraft Total
Cargo Aircraft / inbound cargo 17.87
29.82 Cargo Aircraft / outbound cargo 11.95
Passenger Aircraft / inbound cargo 19.46
50.66 Passenger Aircraft / outbound cargo 31.20
0 5 10 15 20 25 30 35
Cargo Traffic 2015 (domestic/international) thousand tonnes 2015 2014 var %
Domestic 8.14 8.67 -6.2%
International 72.34 68.67 5.3%
Total 80.48 77.34 4.1%
0 20 40 60 80 100
Cargo Community Culture Within this context, in 2015 AIA transportation of pet animals, while Over the last years, Athens cargo together with its cargo partners extended its close cooperation community has placed considerable explored new development with Customs for the further effort in bringing together airlines, opportunities through the available EU implementation of the electronic handlers, Customs and other Partnership Agreements, organised customs system. Further, Athens cargo stakeholders forming a multi modal various workshops related to the new community participated for a sixth time platform; the aim is to promote market European guidelines for the handling of in a row at the biennial international sustainability by matching strengths medicinal products, hosted a seminar exhibition “Air Cargo Europe” in order and becoming more proactive in for the illegal wildlife trade, discussed to showcase once more the airport’s generating new business. the new EU regulation for the proper development potential.
aia.gr | 25 3 Our Business
This collaborative approach which pursuit of this objective, ΑΙΑ is actively awards, Service Level Agreements over the years has led to the creation involved in a close relationship with (SLAs) were also renewed and signed of strong ties and the development the ground handling providers and the with the respective parties (i.e. Goldair of numerous synergies was highly airlines. Handling, Skyserv Handling, and evaluated by the jury of the Transport Within this framework, ground Swissport Greece). & Logistics Awards 2015 who gave handling operations’ restricted rights In addition to the above, concession their vote of confidence to the Athens term completed successfully the second for the assistance services to disabled Airport Cargo Community by awarding seven-year cycle (2000-2007 & 2007- persons and persons with reduced an “outstanding performance” 2015) at Athens Airport. In accordance mobility (PRM) has completed a distinction. with the respective European and seven-year cycle (2008-2015). For In addition to the above while in National legislation, in May 2014 this purpose, an open (one phase) respect to the Syrian migration crisis, AIA commenced a tender for the European Tender was initiated in April AIA cargo assisted the International award of the restricted third-party 2015 while the selection process was Federation of Red Cross and Red rights for baggage and ramp, in-flight completed in October 2015 with the Crescent Societies’ endeavour to catering ramp transportation, freight signing of the related agreements with set up an efficient supply chain of and mail and fuel into-plane services. Goldair Handling, Skyserv Handling relief material from abroad mainly The respective tender process was and Swissport Greece. by introducing them to facilities and successfully concluded within 2015 Total number of PRM passengers resources that support such operations. with the signing of related agreements provided with assistance services in awardee to Goldair Handling, Skyserv 2015 amounted to 127,276, resulting in Provision of Ground Handling Handling, Swissport Greece, Olympic a 12.8% increase vs 2014. Services Catering, Newrest In-flight Services Within the scope of ensuring high AIA is committed to ensure reliable and SAFCO. quality of services to PRM, AIA hosted supply of quality ground handling With the conclusion of the the refresher training for trainers in services at an optimal price level. In aforementioned ramp and baggage March 2015.
PRM Assistance Services
2015 2014
Total PRM Passengers 127,276 112,824 Pre-notified PRM Passengers 40.2% 41% Non Pre-notified PRM Passengers 59.8% 59%
Non-Aeronautical Business
Airport Shopping Centre retail space. New retail and catering successfully refurbished four units two Over the last two years key areas of units were developed in the renovated of which entirely. the Airport Shopping Centre have area incorporating elements from In order to further improve been radically transformed in terms the prevailing new contemporary customer satisfaction within the of design and aesthetics as part of design approach as a result of a close ongoing crisis AIA implemented a a major AIA intervention plan at cooperation between AIA and the series of promotional activities. The the main terminal facilities aiming individual concessionaires operating most successful of these marketing at offering a unique and upgraded therein. The product range offered efforts were executed in cooperation experience to all passengers. Within to passengers through the new with Hellenic Duty Free Shops (HDFS) this context the Extra-Schengen area commercial facilities was equally addressing perfumes and cosmetics. was fully redesigned in early 2015; updated being aligned with the latest Moreover, other co-promotional main design characteristics were the market trends and customer needs, activities were realised during the year centralization of the security screening successfully adapting to the positive involving promotions, draws and prizes facilities at the entrance of the Extra- passenger traffic trend recorded which aimed to increase passenger Schengen area allowing passengers throughout the year. enthusiasm. Finally, the “Vote for a to visit the retail units located therein What is more, keeping in pace with Smile” activity that commenced in stress-free from any security screening fashion and taste trends, AIA - in close 2014 continued in 2015and provided procedures, the creation of a duty cooperation with the concessionaires – incentives to Food and Beverage free walk-through concept and the introduced three new units, deployed employees so as to maximise their addition of approximately 500 m2 of three new commercial concepts and customer serving performance.
26 | aia.gr Corporate Responsibility Report 2015
IT&T Service Portfolio at an international level to offer a set associated with IT services, increase AIA aims to comprehend and fulfill of cloud-based tools to the airport of customer satisfaction, control and the business needs of both from within community. The new “Airportal” reduction of costs. Overall, IT Service and outside of the airport community site gradually replaces the existing Management is a tool for increasing customers and deliver advanced www.athensairport.gr aiming to offer employee engagement and improving technological solutions which airport community partners access to performance. ensure a robust, flexible and secure the “Google Apps for Work” services Material environment. The main objectives are based on Google’s platform. Innovation Issue to evolve the experience that Athens The generation of new ideas can be Airport delivers by providing more IT Service Quality critical to our business success. AIA digitalized services for passengers, 2015 was a year for bonding with believes that successful business does airlines and terminal and infrastructure users and setting new standards for IT not only entail responding to current users, to transform passenger service quality and continual service customer or corporate needs, but often interactions with mobile solutions and improvement. AIA embarked on to anticipate future trends and develop to develop a personalized experience an on-going journey to consistently new services that will allow AIA to for each passenger. deliver and improve cost effective meet this future demand rapidly and In the area of integrated IT and high quality IT&T services which effectively. Innovation enables AIA to solutions, the service portfolio has provide value to corporate users and stay ahead of its competition. been expanded with the launch of a external customers. In an effort to elaborate IT&T new integrated solution of managed Carving new pathways in the innovation and applicable technology Web hosting services. This turn-key airport IT service excellence, AIA’s concerning airport passenger services, solution, designed and implemented IT&T Business Unit was awarded the as well to contribute to young people by AIA’s IT&T Business Unit, includes ISO/IEC 20000-1:2011 certification self-development, in April 2015 AIA both a primary Web hosting system in from TU¨ V HELLAS in November launched the “Digital Gate” airport a high availability setup and a disaster 2015. AIA became one of the contest in cooperation with the recovery web site hosted at off-Airport few airports worldwide certified Athens University of Economics and premises with automatic transition for implementing an IT Service Business (AUEB) and the scientific from the production to the disaster Management system. In accordance support of the Laboratory of Electronic infrastructure. The service is entirely to this standard, the Business Unit Commerce and Business. The target supported via AIA’s IT&T integrated demonstrates adequate controls was to explore and promote digital Service Desk on a 24 hour basis. for continual improvement, greater innovation and young entrepreneurship Empowering its role as a Data effectiveness and efficiency and the in the air-transport and tourism sector. Centre and Disaster Recovery procedures in place which require AIA awarded prizes for the best digital services provider, our IT&T secured personnel to be well organized and ideas with potential for implementation the necessary levels of diversity, coordinated. at the Airport and in the broader redundancy and resilience required airport community. by the Data Centre customers via a Participation in the competition second telecom provider. A number was really impressive, with 162 entries of customers from the bank assurance and 83 proposals, out of which seven and telecommunications industry were finally selected. Eventually, six selected AIA as its trustworthy partner companies will have the chance to for their Business Continuity plan. implement a proof of concept (PoC) at Focusing on the airport Among key benefits for AIA the Athens Airport environment while community’s business needs, Athens is the quality management for the one company will receive specialised International Airport is the first airport offered IT services, minimising risks support from AUEB.
Assurance Comment from EY on Non-Aeronautical Business Innovation
During dedicated interviews with IT&T corporate representatives, we discussed AIA’s focus on anticipating future trends that will enhance its competitiveness and non-aeronautical business innovation and reviewed the updated organizational structure of the IT&T Business Unit, which includes a dedicated Innovation Lab. In this context, we also reviewed evidence related to the “Digital Gate” airport contest, including the relevant result reports to AIA Management, and substantiated the program’s focus on promoting digital innovation and young entrepreneurship. We also observed evidence on how the Unit’s business objectives to promote innovation are aligned with the Unit’s employees’ performance appraisals. Finally, we reviewed evidence of the submitted “Digital Gate” contest proposals, as well as the finalists’ list. In the same context of emphasis on business innovation, we reviewed the 2015 year-end report on passenger surveys, which includes results on the “i-mind” program, a multi-disciplinary quality perception measurement custom IT application, and substantiated the number of inspections and participating employees. We would suggest that AIA continues to place emphasis on such innovative programs for service quality measurement and improvement.
aia.gr | 27 3 Our Business
Airport Retail Park free of charge for up to 20 minutes while and funded by AIA since 2005, In 2015 the Airport Retail Park frequent shuttle bus transportation to/ illustrating all available services to welcomed almost 2.95 million visitors, a from long term parking area (P3) from/to and from the Airport by public bus, number improved by 3.4% versus 2014 the MTB is offered. regional bus, metro and suburban despite the adverse economic situation, Dedicated parking spaces are train including the full list of stations thereby affirming its reputation as one of provided for persons with reduced in between. By way of indication, a the top regional shopping destinations mobility on both short and long-term total of approximately 140,000 copies in Athens. parking lots at an identical price in all are distributed on a yearly basis. parking lots (i.e. P1, P2 and P3) to further Airport Hotel facilitate access to/from MTB. Utilities Management In 2015 Sofitel Athens Airport reached Baggage trolleys are available on Since January 2011, AIA is a licensed the Gold level in “PLANET 21” all parking lots and in case of a vehicle Electricity Grid Manager that owns ACCOR’s corporate social responsibility breakdown a courtesy road assistance and operates the airport electricity programme. programme is available on a 24hour grid/ network supplying the airport Furthermore, the hotel was honoured basis to assist with minor repairs. community with medium and low for its excellent operation during 2015 Τhrough the “e-parking” electronic voltage electricity. As such, AIA bears by the industry and related organisations service additional discounts are offered overall responsibility over the electricity with the following distinctions: during the year. grid/ network including consumption • Trip Advisor’s “Certificate of data reporting, development, Excellence” was awarded for the 5th Ground Transport and maintenance, upgrade and most consecutive year thereby achieving Intermodality importantly safe operation. Furthermore, the “Hall of Fame” status As the Greek suburban railway network employing a transparent method and in • Hospitality Awards 2015 in two is still being under development, the line with the current legislation of the categories: Best Greek Airport Hotel attractiveness of Athens International national energy market AIA ensures and Best Greek Hotel & Resort Airport intermodal product is that all airport users have fair and equal Mobile Application subsequently limited. AIA focuses on access to electricity supply. • “Recommended on Holiday Check deploying intelligent systems to improve In addition, as stipulated in the 2015” certificate with 5.2 / 6 score. the reliability of the network and increase utilities’ provision agreement signed with public awareness on the range of the pertinent suppliers, AIA is responsible Airport Exhibition Centre available services. To this end a number for the distribution of natural gas and Since its opening in January 2009, of initiatives have been developed: water to users/consumers connected Athens Metropolitan Expo, the airport’s • The implementation of a Dynamic to the airport grids, as well as assuring exhibition and conference centre, Information System on Public the grids’ development, maintenance, has been established as the leading Transport routes serving the upgrade and safe operation. venue for many notable exhibitions Airport, that has been developed in Finally, it is responsible for the and conferences organised in Athens. close cooperation with the ground consumption measurements and overall In 2015 18 exhibitions and events transportation authorities (Transport reporting of the said commodities took place, slightly lower than the for Athens, Metro, Athens Road addressed to pertinent stakeholders number hosted in 2014. However, Transport). The system consists of (such as consumers or electricity almost 300,000 visitors were recorded, two sets of monitors positioned at suppliers, etc.) including our own needs. significantly more than the previous year. the MTB, displaying transportation The exhibition that attracted the most information such as itineraries for all Electricity Producer visitors was HORECA, the leading trade public transport means serving the AIA holds an energy production licence show for the hospitality and foodservice Airport and walking distance to the that permits the production and sale of industry. terminals, so as to enable arriving renewable energy from its 8,05MWp passengers plan a pre-route mode. In Photovoltaic Park (PVP). Operating since Airport Car Parking Services cooperation with the Piraeus Port the July 2011, AIA’s PVP produces energy There are 7,160 parking spaces available system is currently being expanded to that is sold exclusively to the national for short, long-term or executive valet also include ferries’ info. Operator of Electricity Market under parking at the airport. Parking service at • The preparation and circulation of an energy sales agreement, dated June the short-term parking areas (P1 & P2) is the Airport Access Map, designed 2010.
Sustainable Procurement Practices
Sphere of Influence pursue mutually beneficial relations suppliers are required to comply with all Committed to acting fairly and with with third parties who share our applicable laws and regulations, conform integrity towards our stakeholders we dedication to sustainable practices. Our to the highest standards of ethical
28 | aia.gr Corporate Responsibility Report 2015
conduct, respect and support human service chain leading to AIA’s delivery of agreements related to airport critical rights, operate in an environmentally services to the end customer. infrastructure, technical, facility and responsible and effective manner and As a company that heavily relies environmental management systems. abide by all health and safety rules. on outsourcing for services relating We aim to develop long-term AIA’s supply chain is part of its to facility and systems management relationships with suppliers, providing “sphere of influence” in the sense and maintenance, AIA places strong added benefits associated thereto. In of promoting its corporate values focus on the selection of business 2015 we cooperated with 743 different through its suppliers of materials, partners and their operation in line suppliers (87% domestic and 13% services and works. AIA’s corporate with airport rules and regulations. foreign) ensuring beneficial partnerships values are transmitted to partnering Related agreements bear all necessary in all purchasing areas concerning airport third parties through agreements and provisions in order to ensure that the technical works, services and supplies. cooperation with the common goal required service level is adequately Through our corporate procurement of service excellence. Solid example defined, quantified and in line with procedure a suppliers’ annual evaluation of such practice is the environmental required performance thresholds. AIA process ensures the best possible effect of agreements as the “polluter applies contract management best performance. pays” principle is exercised across practices that include performance the airport community and service monitoring mechanisms that are in Procurement Ethics contractors are expected to contribute place to ensure the attainment of high We promote competition and principles to AIA’s environmental objectives. We service level for the benefit of the airport of transparency, equal treatment, award contracts which integrate green community and end customers. Through non-discrimination and proportionality procurement guidelines and implement a corporate-wide methodology and in- which apply to all procurement phases energy efficient supplies and projects house developed monitoring tools, AIA in compliance with our corporate combating climate change and improving monitors contractor performance with procurement procedure and our Code
AIA’s CO2 emissions footprint. respect to predetermined critical service of Relations with Business Partners. We parameters. The methodology described comply with the EU Directive 17/2004 Procurement and Efficiency in corporate procedure promotes and we apply electronic procurement Procurement is an integral part of our win-win partnerships with the assigned practices (e-auction) to ensure the best efficiency. Our suppliers for materials, service contractors and is applied for possible purchasing terms and the services and works are part of our a significant number of contractual highest level of compliance.
Material Operational Readiness and Emergency Preparedness Issue
AIA ensures efficient and provision. “Availability” of critical organisational resilience ensuring that uninterrupted airport operations in system is therefore considered a critical corporate functions continue regards to airport facilities and systems crucial performance indicator. In to operate in contingency in case of operations. In order to achieve this, this respect, AIA has developed serious incidents or – if affected – to AIA relies on smooth operation and its corporate Business Continuity operate with alternative means and availability of system that are critical System which provides a framework effectively restore operations with the for airport operations and service for operational readiness and set timeframes.
Critical Systems Availability
Calculated based on the failures down time of these systems. 2015 2014
99.87% Baggage Handling System 99.87%
100.00% Medium Voltage 100.00%
100.00% Airfiled Lighting 100.00%
99.96% Passenger Boarding Bridges 99.95%
Average of UFIS/FIDS, CUTE, 99.92% Voice & Data Networks 99.99%
0 20 40 60 80 100
aia.gr | 29 3 Our Business
Planning and Practicing Railway operator . All involved entities Handling, Swissport Greece and Emergency Crisis Management responded under a common emergency AIA providing an opportunity to In order to maintain a safe and resilient umbrella. Preparedness of the whole understand the current structure, airport operating environment and mechanism was tested under a scenario roles and responsibilities of the mitigate all impacting factors of of emergency events escalation. involved stakeholders, according to operational adversities, AIA undertakes With AIA’s assistance emergency the Airport Emergency Plan and the preventive and corrective measures and audit of Tarom airlines was completed actions that should be implemented. establishes a collaborative framework in June 2015 by visiting critical with the active participation of the infrastructure of AIA (i.e. Call Centre, • October 2015: The annual airport stakeholders that strengths Gate B30-31, etc.). theoretical and practical disabled airport community relations. aircraft removal exercise aiming A mixture of classroom training and Emergency Exercises to refresh AIA’s knowledge in the learning through practical exercises The Airport Emergency Plan was fundamentals of aircraft recovery, and assessments enhances AIA’s ability extensively tested to ensure the practicing the necessary skills and not only to integrate aviation safety readiness of all entities involved in the equipment readiness for use while components and meet the regulatory event of an accident. Seven emergency addressing the removal process requirements but more importantly exercises were conducted: complexities against all safety rules. to ensure an effective mechanism for confronting unforeseen events. • March 2015: Functional • October 2015: The British Furthermore, AIA’s volunteer training titled “Accident during Airways (BA) emergency tabletop programme for contingency plan the transportation of Radioactive exercise which AIA facilitated and assistance by non-operations personnel Material (class 7)” with the participated in. The complicated was once again on call to assist with participation of the Airport Hellenic scenario involved an aircraft passenger support in case of lengthy Fire Corps (AHFC) and the Greek accident off-Airport (beyond 8 km) operational irregularities. Almost 40 Atomic Energy Committee (GAEC). and the exercise aimed to check staff members from various corporate The scenario involved the evacuation BA’s Emergency Plan through key departments participated in the of the two occupants of the vehicle personnel response readiness and programme which focuses on providing as well as the handling of radioactive the support provided by Swissport traveller care and relief assistance material by both AHFC and GAEC. Greece (involved ground handling during extended crisis situations such company). as prolonged bad weather, natural • April 2015: Tabletop emergency disasters or an aviation incident. exercise conducted by Emirates • November 2015: Partial scale Airline in cooperation with AIA emergency exercise in compliance Emergency Training and the involved Embassies and with the relevant ICAO regulations Apart from trainings routinely the participation of HCAA and involving a cargo aircraft crash organised for the Airport Hellenic Airline Operators Committee’s during take-off due to technical Fire Corps and the Airport Services of Chairman. The exercise offered a malfunction, resulting in the aircraft Emergency Medical Care, additional great opportunity to discuss local exiting the Runway 03R/21L and activities were carried out. Training emergency processes and gain sustaining significant damage. regarding the Airport Emergency Plan insights with regard to the Embassies’ The exercise was conducted was provided to all AIA operational support and role following an aircraft successfully with the participation staff, to the ground handling incident or accident. of AIA, HCAA/ Aviation Authority, companies operating at Athens HCAA /Air Traffic Control, Airport Airport as per HCAA’s framework • May 2015: An emergency exercise Hellenic Fire Corps (AHFC), Basic for the Ground Handling entitled “Fire at fuel tank no. 1” at Airport Hellenic Police (AHP), Regulation and to the Hellenic Air the Olympic Fuel Company (OFC) Airport Services Emergency Force Safety School. premises with the participation Medical Care (ASEMC), Air In May 2015 AIA participated in of AIA, the Airport Hellenic Fire Accident Investigation and the a workshop conducted by the Greek Corps (AHFC), the Special Fire Aviation Safety Board (AAIASB), Atomic Energy Commission for the Fighting Unit, the Airport Hellenic National Centre for Emergency “Management of Radiological and Police (AHP) and the Airport Care, UPS of Greece Inc./Star Air Nuclear incidents for first responder” Services of Emergency Medical and Goldair Handling. The exercise where topics of detecting and Care (ASEMC). The scenario confirmed the operational readiness examining the threat and assessing involved the explosion and the and excellent cooperation and incident probability were addressed. rescue of an injured person. teamwork of all involved agencies In June 2015 AIA representatives while enhanced awareness on attended a tabletop exercise with • May 2015: A tabletop exercise handling incidents with dangerous the code name “Ch. Trikoupis 2015” related to the scenario of an goods, since according to the pertaining to an incident involving aircraft crash with the cooperation scenario the aircraft contained the Greek National and Suburban of Etihad Airways, Goldair Lithium Ion Batteries.
30 | aia.gr Corporate Responsibility Report 2015
Material Customer and Public Safety Issue
Aviation Safety system even safer and together with all effort of all stakeholders operating on Billions of passengers in addition operational stakeholders seek ways to the airside. to cargo and mail travel in the air reduce the risk of aviation accidents. During 2015 AIA’s emergency transportation system around the AIA’s Aviation Safety Management response system addressed 121 world every year demonstrating that System consists of four components: incidents in which effective stakeholder aviation is the fastest and safest means the corporate policy and objectives, engagement concluded to successful of transport. All airports face numerous safety risk management, safety handling. The Airport Hellenic Fire aviation safety-related challenges on assurance and safety promotion. AIA Corps (AHFC) personnel were alerted their daily operations. With reference to focuses on identifying areas for airside to a total of 303 cases while the Airport its top material issue, AIA is committed safety improvements as a continuous Emergency Medical Care (ASEMC) to contribute in making the safe strategic objective leading the common personnel handled 4,199 cases.
Emergency Response System 2015 (Breakdown of incidents)
AIA’s emergency response system responded to 121 incidents
Bomb Threat - Security Event 6 Full Emergency 11 Local Standby 40 Medical Emergencies 36 Incidents on-Airport involving airraft 7 Incidents not involving airraft 21
Aviation Safety (Key Performance Indicator)
2015 2014
Serious incidents / 100, 000 aircraft/ helicopter movements 34.06 36.23
Note: This performance fulfills the related corporate target for 2015, at the “outstanding” level.
Assurance Comment from EY on Operational Readiness and Emergency Preparedness
Through walkthroughs and a series of dedicated interviews with AIA representatives, we reviewed evidence of the airport’s approach to operational readiness and critical systems’ availability, as well as business continuity. In particular, we performed walkthroughs, reviewed evidence and tested sample data, regarding the availability of critical systems including, among other: airfield lighting, baggage handling, flight information, medium voltage, and passenger boarding bridges. We also reviewed evidence of the airport’s emergency training initiatives and exercises aiming to maintain preparedness in cases of unexpected events. In this context, we reviewed minutes of an emergency exercise involving an aircraft accident and observed the participation of different parties and agencies, as well as AIA’s “orchestrator” role in the establishment of aviation and non-aviation safety.
Airport Security or airport. AIA has defined this issue industry developments as to adopt best Airlines and airports have made as top material and complies with all practices. airport security a continued priority national and international regulatory In 2015 the State regulatory and focus on preventing any threats provisions. We apply efficient processes authority, HCAA/Security Inspecting and potentially dangerous situations in a state-of-the-art infrastructure Division, implemented several that could possibly enter the aircraft while continuously monitor aviation inspections as to audit the airport
aia.gr | 31 3 Our Business
security system. In particular, two safety is also of utmost concern for and corporate health and safety security inspections referred to each employee occupied at the Airport rules. During 2015 those inspections passenger and hand baggage screening premises. resulted to the issuance of 163 health whilst an additional one was conducted AIA’s target is to ensure as far as and safety improvement notices and on the hold baggage screening process. is reasonably practicable health, safety the subsequent recommendations for Further to the aforementioned and welfare of the general public. AIA corrective actions were communicated successful audits, AIA’s security ensures compliance with all applicable to the relevant departments and technology and equipment operation health and safety regulations as those monitored for implementation. was also tested by the same authority. are implemented effectively within the Overall, every notice that required New security measures for the areas of its responsibility and undertakes preventive or corrective actions has usage of Explosive Trace Detectors all necessary measures to identify, been effectively dealt with or actions (ETD) during screening departing evaluate and reduce every public safety- have been scheduled by the respective passengers commenced in September or health-related hazard. departments. 2015. New measures involve ETD Airport public areas are well AIA carries the responsibility to sampling on 10% of all departing maintained both proactively and co-ordinate all health & safety issues passengers and their personal correctively, precautionary signage is among stakeholders in the common belongings on a continuous and installed and related equipment is kept areas. In order to ensure that associated random basis. Implementation of in sound condition while certifications regulations are properly implemented, this new procedure was planned are obtained for hazardous equipment. AIA incorporates pertinent clauses in all and prepared in detail by AIA and All technical and construction activities contract agreements with third parties. thus resulted in full compliance with are thoroughly monitored and permits Within the scope of health and safety legislative requirements as well as in are required for a number of serious management all third parties operating having the minimum possible impact works while hazardous activities are at the Airport should submit health and on passenger flows. only executed by licensed and highly safety plans which are subsequently trained professionals in order to avoid subject for AIA’s review and audit. public exposure to any related hazard. In 2015 193 health and safety plans Security queuing time average Especially for construction works and 6 safety management systems of AIA ensures that all preventative third parties were reviewed. Further, 23 1.8 min in 2015 measures and precautions are in place audits took place in companies engaged before commencement of works in order in security, maintenance, ground 2.0 min in 2014 to avoid public exposure to hazards handling, cargo and retail services at the and to prevent unauthorised entry to Airport. The outcome of these audits construction sites while frequent floor illustrated that companies audited and pavement checks are carried out in 2015 operated in an acceptable Customer and Public Health in order to eliminate slip, trip and fall compliance level. Safety & Hygiene hazards. Potable water is another major AIA and its stakeholders identify All public and working areas are aspect of public safety due to its direct customer and public health as a top daily inspected by the Corporate and broad impact on public health. It is material issue, due to moral, social, Health & Safety function in order to continuously monitored for its quality legal, and economic reasons as well ensure that not only AIA’s but also all by accredited laboratories against as its crucial impact on corporate stakeholders’ and contractors’ personnel microbiological, chemical and pesticides responsibility and public profile. Public comply with legislative requirements contamination.
• daily free chlorine tests from 10 different sampling points, • 92 microbiological tests from 40 sampling points, • 8 chemical measurements from 3 sampling points, Potable water testing • 102 checks at water fountains for cadmium, in 2015 copper and iron and included • 19 legionella measurements from 19 sampling points.
32 | aia.gr Corporate Responsibility Report 2015
Material Service Quality & Passenger Experience Issue
Responsible Information Provision rate of nearly 93% of passengers email service managed almost 2,900 During the year nearly 2 million airport being served within 20 seconds. In electronic inquiries. users interacted with our Terminal recognition of the excellent customer Terminal ambience was further Services staff for airport information service provided to the public, the enhanced with the provision of low and assistance. Rapid and efficient Airport Call Centre was honoured for instrumental background music by a responce to inquiries is a core element a second consecutive year in the Greek new music provider. Music selections of service quality, attributing to the “CRM Grand Prix Customer Service reflected a wide range of preferences, overall passenger experience. The Annual Awards” and received the origins and rythms aspiring to make Airport Call Centre responded to more Bronze Award in the category of “Large visitors’ stay at the terminal more than 500,000 calls with an answer Call Centres” . The “Airport-info” comfortable and enjoyable.
Passenger Service Parameters
2015 2014
Call Center Service Level (% calls answered in under 60 sec) 98.59% 97.52% Call Center Efficiency (% calls answered / total calls received) 99.50% 99.18% Avg Waiting Time for Check-in (min) 4.3 4.0 Avg Waiting Time for Security Screening (min) 1.8 2.0 Avg Response Time to Passenger Comments (days) 6.4 6.2 Baggage Handling - Shortshipped Bags (per mio bags handled) 10 12 Baggage Handling - Average time for First Bag reclaim (min:sec) 13:00 12:22
Enhanced Airport Efficiency Wi-Fi Services programme in July 2014. In an In an effort to pair enhanced terminal Taking into account the emerging innovative manner this custom IT efficiency with a seamless passenger demand of Wi-Fi service within the application engages all AIA employees journey, major upgrades were Main Terminal Building, we upgraded to record the level of services and undertaken such as the one of the the free wireless internet access infrastructure at the Main Terminal Common Use Terminal Equipment service – the “ATH Free” - which Building and surrounding area and (CUTE) with new Common Use is now governed by even greater review the entire airport experience Passenger Processing Systems simplicity and user-friendliness. “ATH as perceived daily by thousands of (CUPPS) compliant equipment, Free” is provided over a responsive passengers and visitors. new information display and digital design web layout which supports During 2015 the application signage monitors and that of the automatic adaptation to every screen expanded to cover operations baggage handling data network. resolution, dimension and orientation, at Satellite Terminal Building. Both upgrades delivered improved thus enabling compatibility with all Continuous commitment of AIA’s performance and increased passenger devices (smartphones, Management safeguards the redundancy mechanisms to further tablets and laptops). application’s sustained success. safeguard service availability. Free-of-charge unlimited internet “I-mind” was designed to: access coupled with the increased • complement existing monitoring Self-processing of Passengers passenger traffic resulted in the mechanisms and provide With self-processing of passengers rapid growth of Wi-Fi users : AIA’s departments with additional being the new emerging trend, networkserved an average of 25,000 feedback to ensure service level, we initiated the bag-tag printing connections per day and reached up to • improve follow-up actions for functionality at the Common Use 700 concurrent users at peak times. To the rectification of faults / poor Self-service (CUSS) kiosks which meet demand for faster Internet and conditions by ameliorating cross- started as a trial service in cooperation less website restrictions the option of company communication, and with Aegean Airlines but expanded to a paid “ATH Premium” Wi-Fi service • enhance ownership of AIA include today Olympic Airlines, SAS was introduced. employees with respect to core and Lufthansa. The year closed out business activities. with the launch of boarding pass and The “i-mind” Programme The programme places all AIA bag-tag mobile scanning at the check- A significant addition to AIA’s employees, regardless of level or in area. arsenal of service quality tools was operational expertise, in the position the introduction of the “i-mind” of a virtual passenger and asks for
aia.gr | 33 3 Our Business
their personal look, their care and Monitor Survey findings remain a main comments. passenger satisfaction measurement tool A custom user-friendly application for AIA and its business partners. was developed to facilitate data Service quality and passenger collection. For employees not familiar experience is also evaluated through with all Terminal areas instructions are Measuring Passenger Satisfaction regular monitoring of passenger queues provided on-screen at each step. A daily monitor survey called Passenger in critical operational airport services, An important function of the Survey is carried out by AIA as to such as ticketing, check-in, passport application is the ability for users to appreciate passenger perception. control and security screening. Data raise alerts for situations that require The survey is addressed to more than analysis enables AIA departments and immediate action by sending direct 40,000 passengers on an annual basis business partners to assess and further messages to shift supervisors. who evaluate airport performance and enhance the level of offered service. During 2015 there were 999 express their expectations and needs. AIA also operates a passenger walkthroughs from 619 AIA employees The 2015 Passenger Survey results were comment management service through which corresponded to 64,803 distinct slightly improved compared to 2014 the corporate brochures “Your Opinion checks. (4.25 on a 5-point scale), a very positive Counts”, available both at Terminal In the “2015 Cyta Mobile performance considering the significant premises and through the corporate Excellence Awards” AIA was traffic increase. website. During 2015 there were 3,620 honoured with the silver award in For more in-depth analysis AIA comments from 1,611 passengers. In an the category “Innovative Mobile also undertakes a Quality Monitor average response time of 6.4 days, 992 Application / Service” for the particular Survey that monitors performance reply letters were dispatched of which programme. trends and passengers’ drivers. Quality 91% were customised case-specific letters.
Passenger Complaints Analysis 2015
Score on a 5-point scale 2015 2014
Customization rate of Responses (custom / total responses) 91.0% 89.3%
Distribution Of Complaints
People With Reduced Mobility (Prm) 0.73% 1.07%
Way Finding / Signage 1.91% 2.10%
Security Services 7.93% 9.88%
Seating / Rest Facilities 2.64% 2.48%
Retail & Services 3.85% 4.12%
Parking Services 3.71% 6.45%
IT Public Systems 6.79% 4.39%
Information Services 3.56% 3.17%
Information Screens 0.92% 0.57%
Food & Beverage 6.02% 5.34%
Facility Maintenance 1.28% 2.25%
Cleaning Services 2.28% 2.56%
Baggage Trolleys 0.51% 0.92%
Aviation Services 39.83% 24.19%
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Respecting Customer Privacy
AIA endeavors to create an rights. In this context, the Hellenic officially informs pertinent authorities. environment where individuals may Data Protection Authority (HDPA) is Lastly, all corporate policies have access to trustworthy sources officially and regularly kept informed and procedures regarding airport of technological means and a policy of customers’ messages in the Airport customer data collected through environment that fosters innovation Call Centre’s voice recording system, telephone or the internet are subject and empowers individuals to be able as well as for the use of the closed- to regular audits by the Hellenic to protect their personal and business circuit monitoring security system. Authority for Communication data. Furthermore, whenever the necessity Security and Privacy (ADAE) AIA complies with the applicable to collect and process personal data evidencing AIA’s commitment to national legislation and international arises, AIA ensures the properly abiding by the law, human rights and regulations with reference to human controlled implementation and all ethical standards.
aia.gr | 35 Our Environment
36 | aia.gr Corporate Responsibility Report 2015
In 2015 AIA received several important distinctions and awards for its environmental performance and activities in the fields of Waste and Recycling, Energy, Environmental Protection and Sustainable Development and Corporate Social Responsibility and Sustainability.
Environmental Management & Compliance
Environmental protection is among the and accurate information on our level significant environmental challenges top priorities for the Airport Company. of compliance and our efforts for take place within the context of our We aim to responsibly and effectively excellence to the Audit Committee of Environmental Management System monitor all environmental aspects and the Board of Directors. (EMS) which has been certified to minimise or prevent, where possible, The Environmental Services according to the international the airport’s environmental impact on Department reports to AIA’s Chief standard ISO 14001 since 2000. In the Mesogeia region through initiatives Operations Officer who has the 2015 the recertification audit of our that exceed regulatory requirements. responsibility to ensure that the EMS was successfully conducted by Our Corporate Environmental Company adapts to all current an independent certification body Policy focuses on our commitment legal and regulatory requirements, extending our certification through to continuous improvement of our proactively responds to possible September 2018. environmental performance and corporate environmental risks and All contractual agreements with initiatives to reduce emissions from implements remedial actions whenever third parties operating at the airport airport operations, while maximising required. entail environmental requirements. energy efficiency in our infrastructure. Environmental awareness amongst For example, all major third parties Principles of sustainable development employees, members of the airport must establish an EMS and certify are incorporated in our corporate community and local municipalities it in accordance with ISO 14001 procedures. is a key driver for the successful and/or the Eco-Management and In accordance with our corporate implementation of all our action plans. Audit Scheme (EMAS) regulation. Compliance Policy we are committed Furthermore, sharing information at To date, forty-four (44) companies to ensuring that all aspects of our all levels with employees, business of the airport community have been activities are in full compliance with partners, state authorities and certified. Furthermore, environmental the current environmental legal and the public in general is strongly audits of third parties are conducted regulatory framework [International encouraged. on a regular basis in order to assess Civil Aviation Organization (ICAO) We regularly review and update compliance with the applicable Annex 16, our Airport Development our environmental objectives and national and European environmental Agreement (ADA) and Article 8 of the targets while our performance and legislation, Airport guidelines and Ratifying Law 2338/1995]. All relevant achievements are regularly disclosed to regulations as well as their approved compliance risks, under the applicable the public. Environmental Management Plans. legal and regulatory framework are During 2015 no legal action was The 6th Third-Party Workshop was identified and efficiently addressed taken against AIA nor was any fine or successfully conducted in December while remedial actions are performed monetary sanction imposed related to 2015 with the participation of 48 in a prompt and effective manner environmental aspects. representatives from 34 companies when necessary. We provide regular Our efforts to effectively address all operating at the Airport.
aia.gr | 37 4 Our Environment
Material Energy, Emissions and Climate Change Issue
Air travel has a significant impact on during flight, airports still have a role to renewable energy from its 8,05 MWp the local and global environment as well play in addressing climate change. As a Photovoltaic Park (PVP). The PVP as the quality of life of local citizens, result, increasing demands have been is located south–east of the eastern arising primarily from aircraft but also placed on airlines but also on airports to runway and covers an area of 160,000m2 from airport operations on the ground. report on these issues. producing electricity at Medium Voltage National and international legal and feeding the national electricity system regulatory provisions are in place, Energy through AIA’s own grid. requiring compliance of all organisations Energy management is essential for Closing 2015 annual operations, in the aviation industry. For example, all aeronautical activities and over the AIA’s PVP produced more than 13,400 ICAO sets international standards for years AIA has implemented a series of MWh of clean energy, 2.8% higher aircraft engine emissions. With regard to intensive energy saving actions/projects than 2014 due to favourable weather climate change, aviation is responsible without compromising the airport conditions, also reaching a 10% higher for a small but growing percentage of operations while promoting these output than initially anticipated for the global carbon dioxide emissions which measures within the airport community. said year. The energy produced during must be addressed in order for aviation AIA holds an energy production 2015 is equivalent to 13.4% of the to be able to maintain its license to grow. licence (commissioned in July 2011) airport’s total electricity consumption or Although the majority of emissions occur that permits the production and sale of 26.5% of AIA’s own electricity needs.
Electricity Consumption
2015 2014 var %
Total Airport (MWh) (Refers to the entire airport community) 100,396.7 103,121.0 -2.6% AIA only (MWh) (Refers to the Company only) 50,665.1 51,515.0 -1.6% Total Airport consumption per passenger (KWh/PAX) 5.55 6.79 -18.3%
*based on pax numbers
Natural Gas Consumption
2015 2014 var %
Total Airport (Nm3 x 1000) (Refers to the entire airport community) 2,199.0 2,043.0 7.6% Equivalent to (MWh) 25,722.0 23,761.0 AIA only (Nm3 x 1000) (Refers to the Company only) 1,147.0 1,009.0 13.7% Equivalent to (MWh) 13,406.0 11,747.0 Total Airport consumption per passenger (Nm3/PAX) 0.12 0.13 -7.7%
Energy Conservation Measures*
2015 2014 var %
Total Airport Savings (MWh) 2,725.0 4,776.0 -42.9%
Total Airport Savings CO2 emissions equivalent (tonnes) 1,866.6 3,085.0 -39.5% AIA Savings (MWh) 850.0 455.0 86.8%
Total Energy Conservation CO2 emissions equivalent (tonnes) 582.3 362.5 60.6% *(Refers to the electricity consumption throughout entire airport community) (vs. previous year)
PV Plant Operation
2015 2014 var %
Total Energy Production (MWh) 13,427.2 13,067.0 2.8%
Total PVP CO2 emissions savings equivalent (tonnes) 9,197.6 10,410.5 -11.7% *based on pax numbers
38 | aia.gr Corporate Responsibility Report 2015
Airport Carbon Accreditation Climate Change Corporate • Upgrade and expansion of existing AIA participates in a voluntary Action Plan corporate backup infrastructure initiative launched by the European Addressing our contribution to climate to latest generation backup and region of Airports Council change is a central element of our disaster recovery technologies. International (ACI Europe), aimed at sustainability strategy allowing us • Upgrade of telephone and data managing greenhouse gas emissions to maintain our license to grow. In networks as part of the airport-wide under the control of airport operators addition to measuring and managing Next Generation Network (NGN) which eventually evolved into a global greenhouse gas emissions under our project. programme following the induction of direct control, we also aim to influence • Achievement of a recycling rate of all other ACI regions. our partners within the airport 52% (AIA’s target for 2016: 60%). To date we have achieved a 42% community to do the same. • Continued replacement of AIA’s reduction in our carbon footprint In 2015, its 8th year of physical servers with virtual ones. between 2005 and 2015, which implementation, our Climate Change • Conversion of corporate paper- corresponds to a reduction of Corporate Action Plan had the based forms to electronic format.
approximately 28,000 tonnes of CO2, following results: equivalent to planting 4.7 million trees. • Replacement of existing runway We continued to actively participate In 2015 AIA renewed its accreditation sweeper vehicles with more fuel- in the global initiative “Earth Hour” by at Level 3 (Optimisation) of Airport efficient models. shutting down one of the airport’s two Carbon Accreditation and managed to • Reinforcement of stakeholder runways and reducing lighting in all further engage (through workshops, engagement and environmental buildings, staff parking areas and other training sessions, etc.) other members awareness. airport areas for one hour (on March of the airport community in the fight • Partial replacement of AIA’s vehicle 28, 2015). These symbolic actions were against climate change. fleet, based on operational, financial also accompanied by informative public and environmental criteria. announcements.
AIA’s 2015 Carbon Footprint
2015 CO2 Emissions (tonnes)
Grid Electricity (*) 50,665,069 KWh 34,706 Natural Gas 1,146,746 Nm3 2,415 144,694 lt of petrol 329 Vehicle Fleet 384,393 lt of diesel 1,029 6,099 lt of LPG 10 25,978 lt of diesel 69 Stationary Sources 3,334 lt of heating oil 8 Total (**) equiv. to: 69,658.13 MWh 38,566
(*) 2015 Total scope 1 emissions: 3,860 tonnes / 2015 Total scope 2 emissions: 34,706 tonnes (**) Source for conversion to MWh:Sustainable Energy Authority of Ireland (SEAI)
Air Quality Network (AQMN), a Differential station, has been in operation since AIA continuously monitors air quality Optical Absorption Spectroscopy 1998, well before the airport’s and meteorological conditions both system (DOAS), a SOnic Detection opening. Ground-level concentrations within the airport perimeter and in and Ranging system (SODAR), a of the major pollutants (NOx, O3, the adjacent communities. In addition, Radio Acoustic Sounding System PM10, PM2.5, SO2, CO and HCs), emissions of air pollutants from all (RASS) and a Meteorological Station. as well as basic meteorological relevant airport sources are assessed The AQMN, which consists of parameters (wind speed and while measures are taken to reduce five permanent monitoring stations direction, temperature, relative these emissions where possible. installed in the neighbouring areas humidity, precipitation, total solar AIA’s monitoring equipment of Glyka Nera, Koropi, Markopoulo, radiation and atmospheric pressure), includes an Air Quality Monitoring Pallini and Spata and one mobile are measured.
aia.gr | 39 4 Our Environment
Mean Concentrations of Monitored Pollutants at the AQMN Stations
3 3 3 3 3 3 NO2 (μg/m ) O3 (μg/m ) PM10 (μg/m ) PM2.5 (μg/m ) SO2 (μg/m ) CO (mg/m ) HCs (ppm) 2015 2014 2015 2014 2015 2014 2015 2014 2015 2014 2015 2014 2015 2014 Glyka Nera 17.3 17.9 87.0 80.1 27.2 25.7 N/M N/M 6.7 5.9 0.3 0.3 N/M N/M
Koropi 13.4 14.9 79.2 72.8 N/M N/M 22.0 25.4 N/M N/M N/M N/M 1.9 2.1
Markopoulo 14.0 14.0 79.9 75.9 39.8 43.4 N/M N/M N/M N/M 0.3 0.3 N/M N/M
Pallini 11.6 12.5 85.5 82.5 N/M N/M 14.3 14.9 5.4 5.3 0.3 0.3 N/M N/M
Spata 17.2 16.9 79.3 73.0 28.7 27.7 N/M N/M 4.3 3.3 0.3 0.3 2.2 2.1
Legend: AQMN: Air Quality Monitoring Network / N/M: The pollutant is not measured at the specific station
Material Noise Issue
Aircraft noise is one of the main is an essential element of our corporate revised in 2012 in accordance with the environmental challenges associated environmental strategy. Noise abatement requirements stipulated by the relevant with airport operations. Noise arises procedures have been defined since the national and European legislation, from different sources, primarily the airport opened and are implemented the results of which indicated that no aircraft’s engines but also airflow in collaboration with HCAA and other revision of the relevant action plan around aircraft. ICAO is responsible for state entities, airlines and representatives was required since the extent of the adopting increasingly stringent noise from the local communities in order to airport’s noise footprint had decreased standards. Since airports are the face reduce noise levels in the residential considerably. of aviation on the ground, they are the areas in the vicinity of the airport and We address noise issues responsibly primary recipients of complaints from underneath flight paths. The Strategic by taking measures aiming at reducing local citizens. As such, noise abatement Noise Map (SNM) for our airport was annoyance to our neighbours.
Map of Flights Paths and NMTs
Rafina
Gerakas Pallini 7 Pikermi
4 6
Glyka Nera
10 5 Spata Artemis 3 2 1
Koropi
9 8
Indicative landing flight path Markopoulo Indicative take-off flight path Noise Monitoring Terminal
Kalivia Thorikou
40 | aia.gr Corporate Responsibility Report 2015
Preferential Runway Use System Results
Runway 2015 2014
Take-offs Percentage of take-offs to the north from 23:00 to 07:00 hrs. 03R 5% 4% Percentage of take-offs to the north from 15:00 to 18:00 hrs. 03R 2% 2% Landings Percentage of landings to the south from 23:00 to 07:00 hrs. 21L 10% 13% Percentage of landings to the south from 15:00 to 18:00 hrs. 21L 5% 2%
Average Noise Level per Noise Monitoring Terminal (NMT)
2015 2014
NMT Lden dB(A) Lnight dB(A) Lden dB(A) Lnight dB(A) 2 38.4 18.5 36.2 21.9 3 59.6 43.1 59.1 42.5 4 60.9 52.3 57.5 49.3 5 53.8 36.7 49.5 32.6 6 51.4 39.7 49.8 37.7 7 52.5 45.0 53.0 45.4 8 50.4 37.2 49.2 37.4 9 55.3 41.6 53.5 40.2 10 32.3 15.7 32.6 17.5
Legend: Lden and Lnight are calculated as defined in Government Decision 13586/724 (GGG 384Β, 28/3/2006). Noise levels are measured in dB(A), a unit that denote the human ear’s response to sound. The data for 2015 refer to noise levels generated from a/c flights only as required by the relavant new JMD (JMD 210474/2012) whereas in former years the total noise level was presented.
We have installed a NOise correlations can be made based on have established and operate – on a MOnitoring System (NOMOS) actual flight track information. 24-hour basis – a dedicated telephone consisting of 1 mobile and 10 Since noise exposure is one of line (“We Listen”) and have created a permanent Noise Monitoring Terminals the primary environmental aspects form on our corporate website where (NMTs) which provide a detailed impacting residents in the vicinity of the concerned citizens may register their profile of aircraft noise in the residential airport, we hold regular meetings with complaints or request clarifications on areas near flight routes. This system is representatives from local authorities noise related issues. In 2015 a total of connected with HCAA’s radar so that and citizen groups. Furthermore, we forty-one complaints were handled.
Noise Complaints
2015 2014
Number of citizen complaints received broken down by origin (Neighboring communities) Artemis 33 17 Koropi 1 1 Ag. Kiriaki 1 5 Other areas 6 11 Total 41 34
aia.gr | 41 4 Our Environment
Comparative Noise Levels
dB (A)
Pain Limit 130 Night Club 115 Car horn 110 Bus 82.5 Boeing 737-400 in NMT 3 80 Normal conversation 75 Car in residential area 75 Boeing 737-400 in NMT 5 74 Boeing 737-400 in NMT 2 73 Propeller Aircraft in NMT 2 & 3 72.5 Propeller Aircraft in NMT 5 70 Quiet residential area 50 Whisper 30
Water
We systematically monitor water water separators etc). In order to raise time a spillage occurs. Due to the local consumption (potable and irrigation), awareness, AIA encourages all airport climate, aircraft/helicopter and runway as well as the quality of surface and users to limit their water consumption anti/de-icing operations are limited. groundwater. The water supply when using restrooms and kitchen Nevertheless, relevant procedures network is closely monitored so that facilities. have been established for the ground possible leaks may be detected and The quality of surface water is handling companies which have the promptly addressed. In addition, monitored regularly through ad hoc responsibility for the provision of de- we apply a number of water-saving sampling and analyses following icing services in accordance with ICAO measures, such as the use of treated rain events as well as on a constant and IATA standards and based on our wastewater from our own Sewage basis by an Online Water Monitoring Local Ground Handling Regulation and Treatment Plant (STP) for irrigation of System (OWMS) installed prior to the respective concession agreements non-public green areas at the airport. the airport’s main off-site discharging with airlines and ground handling An Industrial Wastewater Treatment point. Possible hydrocarbon spillages companies. The total amount of aircraft Facility (IWTF) operating on site are immediately managed using and pavement de/anti-icing material receives wastewater primarily from the bioremediating substances and used in 2015 did not exceed 36 m3. aircraft maintenance activities but also appropriate sweeping vehicles. An During 2015, no water treatment from other sources (wastewater from approved Spillage Response Plan actions were required as per the criteria runway derubberisation process, oil/ is in place and is implemented each defined in our Corporate Procedures.
Water Consumption
2015 2014 var %
Total Airport (m3 x 1000) (Refers to the entire airport community) 604 565 6.9% AIA only (m3 x 1000) (Refers to the Company only) 408 349 16.9% Total Airport consumption per passenger (m3/PAX) 0.033 0.037 -10.8%
*based on pax numbers
42 | aia.gr Corporate Responsibility Report 2015
Wastewater Treatment (Refers to the entire airport community)
2015 2014 var %
Processed through Sewage Treatment Plant (m3 x 1000) 341 313 8.9% Processed through Industrial Water Treatment Facility (m3 x 1000) 2.3 3.1 -25.8%
Refers to AIA & airport community. All sewage treated by airport’s STP are used for irrigation of non-public green areas at the airport.
Effluents & Waste
In accordance with our commitment to cooperation with Alternative administrative tasks (e.g. recycled comply with environmental regulations, Management Systems for the final paper for stationery use and corporate standards and best practices, we disposal of hazardous waste. The 32% correspondence). In parallel, various have developed a comprehensive of hazardous waste produced onsite corporate tasks (contract review, waste management system based in 2015 was transferred to Alternative expense claims, annual leave forms, on “The Polluter Pays” principle that Management Systems, while the etc.) are administered electronically. promotes separation at source and remaining 68% was transferred to Our efforts to encourage airport recycling. Solid Non-Hazardous other licensed management facilities. employees to recycle resulted to the Waste, Hazardous Waste and Medical/ Moreover, all industrial wastewater collection of approximately 8.9 tonnes Clinical Waste are the major types produced at the airport is treated onsite of recyclable materials at our Recycling of waste generated at the airport. In at the Industrial Wastewater Treatment Centre in 2015. Furthermore, we 2015 the amount of food waste from Facility (IWTF). Our commitment encourage our partners to develop international flights was 1,590 tonnes. to recycling is complemented by our similar environmentally-friendly Since 2005 we have established use of recycled materials for daily business practices.
Hazardous Waste Processing 2015
2015 2014
Managed by Alternative Management Practices 32% 28% Transferred to Licensed Management Facilities 68% 72%
Breakdown of Solid Non-Hazardous Waste 2015 (tonnes)
2015 2014
Municipal Waste 5,344 5,278 Recyclables 5,737 5,754 Special Waste 0 4 Total 11,081 11,036
aia.gr | 43 4 Our Environment
Recycling Breakdown of Non-Hazardous Waste in 2015 (tonnes)
2015 2014
Paper -2% Metal 12% Glass 7%
2,083 226 172
2,130 201 161
Plastic 12% Wood 4% Tetra Pak -5%
999 301 37
894 289 39
Aluminium 44% Tyres 60% Edible Oils -10%
36 8 46
25 5 51
Bio-waste Sludge STP Construction & -21% -21% demolition waste 11%
353 493 983
447 623 889
Other recyclables 92% Total -0.3%
0.23 Legend: AIA began 5,737 recycling sludge from the STP to create compost in mid-2011, while recycling of 0.12 construction and demolition waste 5,754 started in 2012.
44 | aia.gr Corporate Responsibility Report 2015
Biodiversity
We implement a comprehensive bio- positive results. 1 very rare species of fresh water fish, monitoring programme in the vicinity We continue our successful as well as 15 habitat types as defined of the airport aimed at protecting partnership with the Hellenic within the relevant EU legislation. the region’s biodiversity by applying Ornithological Society to protect The following actions were international best practices. The and promote the Vravrona Wetland, implemented in 2015 for the number of bird species spotted at the a local site of unique ecological and conservation and promotion of the site: airport has risen in recent years and archaeological value included in Natura • Clean-up of the wetland, especially serves as an indicator of the overall 2000 European network of protected the coastal zone. health of the local ecosystem. areas, identified as a Site of Community • Maintenance of existing footpaths, In addition, a team of specialists Importance (SCI). In 2015, the project signage, vegetation and fencing. monitors and records wildlife at the was extended to include initiatives at the • Monitoring of bird populations in airport and takes measures to control Alyki Wetland in Artemis. the wetland. and reduce wildlife hazards for aircraft According to data collected so far the • Environmental presentations where necessary. The programme biodiversity of the Vravrona Wetland and guided tours for schools, of trapping and relocating raptors includes 100 plant taxa, 210 bird taxa, conservation groups and other launched in 2009 continues to bear 27 taxa of other terrestrial vertebrates, organisations visiting the wetland.
Number of habitat types 15
Number of terrestrial 27 vertebrates
Number of plant species recorded in the Vravrona Wetland (aprox.) 100
Number of bird species recorded Number of in the Vravrona very rare fresh 210 Wetland water fish 1
aia.gr | 45 Our People
46 | aia.gr Corporate Responsibility Report 2015
AIA’s people are a valuable resource and a key business differentiator. AIA always aims at treating all employees equitably, providing them with a safe and sustainable work environment and investing in continuous development which in turn yields consistent and above average performance.
Presenting our Team
At the end of 2015 our headcount term staff, was at 1.4% for 2015. However, due to the nature of such a was 620 people under open-ended Having a diverse workforce means specialized business - and particularly contracts and 52 under fixed-term that the organization can offer a the nature of most technical jobs - the contracts. All AIA employees are wide range of ideas, skills, resources ratio of women to men is relatively low. employed on a full-time basis. The and potential retaining an important Thus, in 2015 34.4% of all employees average age of our employees is 44.1 competitive edge. Diversified were female while women made up years old with significant educational workplaces are proven to improve 14.3% of Management. background. A high percentage of 30% productivity and constitute an element Considerable importance is given to of our personnel residing at the local of a desirable employer, in this way the educational level of our workforce communities reflects our seamless attracting talented employees. It is and our aim is to attract, develop connection to the Mesogeia area. The for this reason that AIA favors equal and retain capable and competent entire Management Team resides in treatment and equal opportunities employees. Our workforce is highly the Attica region. therefore supports and offers job educated and a significant proportion Turnover ratio, excluding fixed prospects without discrimination. of them hold post-graduate degrees.
Employment by Gender
Men Women
2015 2014
66% 672 34% 66% 674 34% men AIA employees women men AIA employees women
aia.gr | 47 5 Our People
Employment by Type of Contract
Men Women Total
412 Open-end contacts 620 208
29 Seasonally employed 52 23
441 Total 672 231
0 100 200 300 400 500
Female Managers
2015 2014
Diversity in Management as % of total Management
14.3% 15.8% * restated 2014 figure
Educational Status (open-end contract employees)
Men Women Total
412 620 208 men in total women
200 4 1 5 60 34 94 76 69 145 55 17 72 123 50 173 84 37 121 10 0 10
150
100
50
0 PHD Master’s University TEI College Lyceum Basic
48 | aia.gr Corporate Responsibility Report 2015
Material Employee Health & Safety Issue
At AIA we recognize the importance employees’ health and safety. Within the efficiency and effectiveness of the of employee overall wellness, thus framework of our accident prevention processes. Especially, first-aid and particular care is taken to provide a programme we encourage employees near-misses records are considered contemporary, healthy and safe working to report all incidents regardless of their important for assessing the effectiveness environment by keeping risks to a severity (including first-aid incidents, of existing controls to identify whether minimum. At the same time, we comply near misses and property damages) new trends are developing and to with the national and international and we have developed procedures implement new procedures in order to regulations and standards concerning and e-tools in order to improve the avoid future serious incidents.
Occupational Accidents
2015 2014
Total Accidents (excluding to/from work accidents) 13 4 Accident Frequency Rate 0.59 0.14
Frequency Rate: Number of lost work day cases x 200,000 / total workhours
Breakdown of Accidents
2015 2014
Lost workday cases 4 1 First Aid Cases 9 3 Accidents to / from work 5 2 Fatal accidents 0 0
The Airport Company has established of best practices and the Corporate when workplace hazards cannot good occupational standards, not only as Health & Safety Manual determine the otherwise be prevented or a legal compliance aspect but also due relevant strategy and framework. The controlled. to its strategic impact on the company’s Airport Company takes all necessary Occupational Health and Safety responsibility towards employees. actions in order to: is practiced through a system of Consistent with its public profile, the • provide and maintain workplaces, procedures, inspections and workplace need for a safe and efficient work machinery and equipment and use measurements, in line with legal environment, as well as its continuing work methods which are as safe requirements, international best commitment to ethics, AIA follows all and without risk to health as is practices, and methods developed necessary standards that contribute to reasonably practicable, within AIA. Employees occupied in economic development while improving • give necessary instruction and hazardous tasks or hazardous areas the quality of life of employees and training taking into account functions are given special attention. Training their families and, further, the local and capabilities of different types of sessions particular for risks pertaining community and society at large. workers, to their activities are organized in order The Airport Company takes the • provide adequate supervision of to inform and increase awareness level. necessary preventive measures and work practices ensuring that proper For risks that cannot be otherwise precautions in order to ensure a safe use is made of relevant occupational eliminated appropriate Personal place of work (including access and health and safety measures, Protective Equipment is provided. egress), safe plant and equipment and • institute suitable occupational Being responsible for safe systems related to work. Similarly, health and safety management occupational health and safety, AIA’s it places great importance in providing arrangements appropriate to the management together with the joint the level of competency to all employees working environment, the size of Management-employees Health and for supervision, information, instruction the undertaking and the nature of its Safety Committee (elected by and and training. activities and representing all employees) holds Key element of this system is the • provide without any cost to the meetings on a regular basis. During corporate safety policy which reflects worker adequate personnel those meetings working conditions all national and international regulatory protective clothing and equipment are evaluated and suggestions for provisions. Additionally, the monitoring which are reasonably necessary improvement are raised.
aia.gr | 49 5 Our People
Assurance Comment from EY on Occupational Health & Safety
Through meetings with HR corporate representatives on the issue of occupational health and safety (OHS), we discussed how AIA’s management approach extends beyond legal compliance, to include an integrated management, monitoring and reporting system for overseeing employee health and safety issues. More specifically, we reviewed the corporate safety policy, health and safety manual, as well as quarterly audit reports to AIA Management. Additionally, we reviewed minutes of the Health and Safety Committee meetings to substantiate that working conditions are evaluated and suggestions for improvement are raised. Finally, we discussed AIA’s focus on fostering an overall culture of health and safety through training initiatives, including e-training courses, as well as through AIA employee engagement in airside and fire safety emergency exercises and specialized emergency teams.
Protecting Employees’ Health AIA cooperates with the occupational the fast and easy access of employees) The Airport Company does not doctor who keeps all employees’ medical is available for the employees on a limit itself to protecting its people records in order to ensure that AIA staff daily basis. In 2015, AIA employees from occupational hazards; over and is in good health to perform their job. were submitted to preventive medical above, AIA fosters the adoption of This process is periodical and bound by examinations (hearing acuteness control, health-defending conduct by means confidentiality. cardiograms, visual acuteness control) of information programmes through An infirmary staffed with an and visited the Occupational Doctor in the Intranet and information provided Occupational Doctor, a Health Visitor order to have their medical files updated directly to groups of employees. and a Medical Doctor from the Social (bound by the medical confidentiality) As per relevant legal requirements, Security Institution (IKA) (facilitating and receive an anti-flu vaccination.
Investing in Employees’ Training and Development
In a highly specialized industry is of vital importance and significant of interactive training methods to such as aviation implementing our resources are allocated to pertinent develop employees’ abilities, such as business strategy is closely linked activities. During the implementation classroom training, on-the-job training, with developing our people’s skills of AIA’s training plan and with the workshops, job assignments and and capabilities. Thus, continuous aim to design the most effective e-learning. professional and personal training training solutions, we use a variety
AIA’s Training Plan in 2015: 19,636 100% 28.97 training hours in total of employees attending at training hours / per FTE least one training session
Training for Third Parties in 2015:
Environmental Safety & Security Training: Airside Driving Permit: Basic Ground Handling Regulation Awareness Training: and Passenger Boarding Bridges: 51.3 6,670 1,228 1,387 training man-hours training man-hours training man-hours training man-hours
Initial training courses: 379 Refresh training courses: 849
50 | aia.gr Corporate Responsibility Report 2015
Training Categories
In hours 2015 2014
27% 9% 12% 52%
Corporate Compliance Training Developmental Training Job-related Training
Corporate
5,600.0 0.0
Compliance Training
1,634.5
898.0 82.0%
Developmental Training
2,305.0 2,009.0 14.7%
Job-related Training
10,096.5 5,997.0 68.4%
0 2.000 4.000 6.000 8.000 10.000 12.000
Note: Training figures relate to all AIA employees prticipate in training courses (including separations and fixed-term employees). Outlines the distribution of training categories vs. related training hours.
Employee Development Management System” was offered to a Education and Training with ten AIA In 2015 the Employee Performance total of 524 appraisees. employees visiting Munich Airport. Management System was renewed as Other noteworthy AIA training to improve target setting at individual activities in 2015 included the Investing in Human Resources level and employee competency “Emerging Leadership” seminar for Information Systems (e-services) measurement to reinforce the corporate our first line supervisory staff and three Recognizing the importance of offering mission, vision and values. Global “Train the Trainer” workshops for AIA high level services to all employees, best practices were adopted and an internal trainers leading to certification. e-services are offered for various extensive training was deployed in two AIA serves as an accredited activities related to time-attendance, phases: ACI Training Center and three training, performance management The workshop “Effective Target training courses took place in 2015 and benefits administration. The goal Setting” was addressed to the team at our premises targeted at airport is to limit to the absolutely necessary of 75 appraisers, aiming to build a professionals form the global the time spent by the employees common understanding towards the aviation industry. Forty-five aviation and their immediate supervisors goal setting process. professionals including twelve AIA on related administrative tasks In the fourth quarter of 2015 employees participated in the courses focusing on paperless administration, a major training activity involved of airline management, air traffic employee engagement and efficiency all AIA employees. Specifically, forecasting and the workshop for maximization. The services introduced all appraisers attended the course PRMs. in 2015 include: “Employee Performance Appraisal & Furthermore, during 2015 AIA • e-time attendance, e-overtime Giving Feedback Workshop”, while the participated in the “Erasmus+” and shift management modules course “New Employee Performance European project for Vocational decentralize the monitoring process
aia.gr | 51 5 Our People
to line Management providing them • e-pension relates to employee been successfully upgraded to the with immediate access submission of pension plan latest version of the SAP Business • e-training provides access to all information. Intelligence suite, which now includes employees and their immediate All abovementioned e-services functionalities such as: advanced supervisors to individual training reduce the time consumed by reporting, self-service data analysis, records enabling them to identify employees and the HRE department, mobile dashboards and analytics. This and plan training needs when dealing with pertinent tasks. It is new MIS platform, allows AIA to • e-performance management also noteworthy that Managers gained address state-of-the-art data analysis system introduces online access access to functions and information that while sharing this valuable information to performance targets and enabled them to monitor their business with its stakeholders. performance evaluations and made closely and effectively. MIS was also enhanced through the process more substantial and the integration of Retail Data analytics, productive Business Automation tools AIA Web-Analytics analytics, noise • e-transportation facilitates for enhancing productivity monitoring analytics, while at the same employees to submit transportation AIA’s Airport’s Management time initiated the effort of identifying preference for the following year and Information System (MIS) has passenger data analytics techniques.
Employee Benefits
Pension Plan responsibility approach) with the highly appreciated by the eligible The pension programme established aim to reduce the gap between the employees, 96.3% of which have in 2003 is based on the philosophy State pension and the salary before selected to participate with their own of matching contribution (a shared retirement. The pension scheme is contribution.
Group Life & Medical Insurance Programme for 2015:
persons covered insurance (AIA employees claims served 1,857 and dependents) 4.099 (reimbursed)
As a responsible employer aligned Nursery Allowance families or close relatives. Employees with market practices, AIA provides all Acknowledging the financial difficulties voluntarily participated in the blood open-ended and fixed-term employees that most people encounter these days, donation programme and 99 units of a group insurance programme which in 2015 the company continued its blood were donated. includes medical, life, and disability financial support to employees with coverage. 1,857 persons are insured children. Specifically, 127 employees, Work Life Balance including dependants who are covered eligible due to income and family Work life balance is about creating with the medical plan. circumstances, received a lump sum and maintaining a supportive and amount to partially subsidies pre- healthy work environment. At AIA Caring for Employees school child care. we recognize this important aspect by Family Events offering our employees the opportunity In December 2015 AIA held its Blood Donation to work in a consistent balanced time customary event for employees and Blood donation is an act of humanity, frame thus supporting equilibrium their families in a central hotel where an action of social solidarity, between work and personal life. Christmas-themed festivities and fun compassion and kindness. In 2015, AIA encourages athletic activities. activities for children were organised. AIA continued its cooperation with For the 10th consecutive year AIA’s All children from the age of 0 to 14 the Blood Transfusion Centre of Aglaia basketball team participated in the years old were offered presents –a total Kyriakou Children Hospital which “Nikos Galis” championship for of 639 gifts were offered this year. hosts AIA’s blood bank for the needs companies, the oldest and largest of children, the blood donors, their corporate athletic league at a European
52 | aia.gr Corporate Responsibility Report 2015
level with the participation of more in the 1st business Championship We are very proud of both of our than 110 corporate teams and 1,100 following an excellent performance sports teams and eagerly support any athletes. In 2015 our team excelled in the last 12 consecutive years which employee wishing to engage in these or and got promoted in the next league. have resulted in three titles (the most of any relative activities. Our football team this year participates any other team).
aia.gr | 53 Our Citizenship
54 | aia.gr Corporate Responsibility Report 2015
Material Community Engagement Issue
The Airport Company aims to have a actions are prioritised and evaluated in diversified and lasting impact on the Stakeholder the context of continuous cooperation local region in which it operates through Engagement: and dialogue with local authorities and its constant and continuous support citizen associations. Taking into account that goes well beyond the scope of any In 2015 a total of 229 the on-going economic recession legal obligations. Numerous voluntary meetings were held with in Greece, our 2015 Community initiatives and programmes address representatives from local Engagement Plan focused on emerging aspects such as education, culture authorities, associations, social needs while responding to and athletics, transportation, society schools and individuals. requests from the surrounding and the environment. All projects and municipalities.
Engaging Local Entities
2015 2014
(breakdown of meetings) Municipalities 116 127 Associations 59 73 Schools 38 35 Individuals 16 20 Total 229 255
Local Community Investment
2015 2014
(breakdown of projects/activities in thousands €) Education 121.8 93.8 Culture & Athletics 24.6 31.4 Society 83.5 50.4 Environment 30.9 (**) 16.1 Transportation 25.5 52.9 Other Community Activities 209.2 0 Total (*) 495.5 244.6
(*) Community Projects valued at €300,000 will be implemented in 2016. (**) Restated 2014 figure.
Community Investment 17 high school students in Spata- participation of local school students The major actions implemented in Artemis, Koropi, Markopoulo and volunteer associations. 2015 are described below: & Rafina-Pikermi, who excelled • An environmental programme academically and were admitted to aiming to increase student Transportation higher educational institutions. awareness on water management • Electrical equipment (lamps) was • Two scholarships were awarded issues was implemented provided to the Spata-Artemis to postgraduate students studying in cooperation with NGO Municipality to replace damaged environmental science at the Mediterranean SOS. An informative equipment. University of the Aegean. leaflet was published and distributed • Two local elementary schools for this purpose. Education were hosted at the Main Terminal • The Experimental Music School of • All 27 public schools in the Building where they gave an anti- Pallini was supported for the tuning Municipality of Spata-Artemis were bullying dance performance. of their musical instruments. rewarded for their participation in • The clean-up of Artemis OTE Forest • Christmas presents were distributed our recycling programme. was supported on the occasion of to 121 kindergartners in Artemis. • Financial rewards were offered to World Environment Day with the • Electronic equipment and
aia.gr | 55 6 Our Citizenship
household appliances were provided Artemis Municipality. At the start implemented in collaboration with to schools in the neighbouring of the school year, school supplies the Hellenic Ornithological Society communities of Rafina-Pikermi, were provided to Spata-Artemis (HOS) and the Municipality of Koropi and Kalyvia. Municipality while foodstuffs were Markopoulo, which in 2015 was provided to the social supermarket extended to include the Aliki Culture and Athletics of Koropi Municipality. Wetland in Artemis. • Financial support was offered to • Supermarket vouchers were • Prasinos Lofos area in Artemis major local cultural associations distributed to nearly 680 individuals was cleaned up for the ninth for their annual cultural events and and families in need during Easter consecutive year as a fire to major athletic associations for and Christmas in collaboration with prevention measure. their athletic events. In this context, the Social Services of Spata-Artemis • Financial support was provided to airline tickets were provided to Municipality. the Association for the Protection athletes and coaches of the Hellenic • Medicine for the treatment of stray and Welfare of Wildlife (ANIMA) National Pangration Team to animals was supplied to Spata- within the framework of our participate in the 4th European Artemis Municipality while financial cooperation for the treatment of Championships in Romania. support was provided to local animal injured wildlife and its subsequent • Support was provided to the welfare associations. release back to the wild. Vravrona Museum for the • Two used self-propelled road maintenance and repair of several sweepers were donated to Spata- Other Community Activities systems as well as for the purchase Artemis Municipality and funds were • An extensive vehicle maintenance of materials and equipment approved for the renovation of homes and tire replacement programme necessary for the smooth operation that will house homeless families with the fire departments of and security of the Museum. through the social programme Markopoulo and Koropi was “Housing and Rehabilitation Actions funded in order to improve fire Society in Eastern Attica”. readiness and response in the area • A joint “double” donation by surrounding the Airport. AIA and one of its shareholders, Environment • Members of the Airport Community AviAlliance, was implemented to • For the eighth consecutive year, were supported in their efforts to support the social supermarket the Vravrona Wetland Protection maintain a smooth operational and the medical services of Spata- and Promotion Programme was environment.
Promoting the City of Athens
During the last five years we have of the city’s diverse attractive faces, held under the auspices of the City of supported Athens and enhanced its its historical profile and distinctive Athens with the support of the Athens- attractiveness as a tourist destination modern character through a creative Attica & Argosaronic Hotel Association and assisted in the recovery of the synthesis of Greek and English words; and Aegean Airlines. city’s image through cooperation additionally, the campaign’s activation and strategic synergies with tourism within 2016 through a series of actions 3rd Airport Chief Executives’ organisations and associations and initiatives at the airport and in the Symposium – ACES - Athens (Ministry of Tourism, Association city will be “telling the story of the live The 3rd Airport Chief Executives’ of Tourism Enterprises, GNTO, Athenian experience”. Symposium (ACES – Athens), an Marketing Greece, etc.) as well as Through the specific campaign Athens International Airport initiative a series of actions and initiatives we invite city’s visitors all year long hosted in Athens on a yearly basis, was through our “Destination Marketing” to discover the Athenian identity at successfully held on November 19th programme. the airport and in the city; the “new with the participation of more than language” created leads visitors to 140 top executives from air transport, “Speak Athenian. Be an find their own “Athenian DNA” in the the financial sector and the tourism Athenian” history, the city life, the flavours and the industry. The digital campaign for Athens everyday Athenian experience. The ACES Symposium aims to launched in December 2015 was The campaign was designed based strengthen the connection between designed and implemented by the on surveys and research on the Athens’ aviation/airports and the economy of Airport Company and the Marketing tourism product and constitutes the the destinations they operate in and Greece association. third phase of the “trilogy” that started also launch initiatives to strengthen Aiming to promote Athens and its with “PerhaΨ you’re an AΘenian too!” Athens as a tourism destination. dynamics as a city break destination , followed by the “I’m an Athenian This year’s ACES - Athens the campaign reveals the unique match too” campaign. The campaign is being functioned as an ideal platform for
56 | aia.gr Corporate Responsibility Report 2015
combining ideas focusing on the Schulte, CEO, Fraport AG, analytically connecting people, cultures, routes, strategic topic of the contribution of referred on behalf of the FRAPORT and most of all cities! Having fostered hub airports serving the development AG-SLENTEL Ltd consortium to the a “City Pair” tradition and being a of origin & destination strategy (O&D) privatisation, as well as the upgrade of music-loving airport we welcomed and recent regulatory developments at the airport and tourism infrastructure well-known Greek singer Elly Paspala EU level in the aviation industry. at the Greek regional airports. In the and the Underground Youth Orchestra Moreover, during the works of context of the initiatives undertaken for her first official live performance of this year’s ACES keynote speakers, each year for the promotion of Athens, the song “I love Athens!” . Dedicated A. Gittens, Director General ACI our CEO, Dr Ioannis Paraschis, to our beloved city “I Love Athens!” World, and Mr. O. Jankovec, Director presented a first “taste” of the new, was presented for the first time along General ACI Europe, “set the scene” inspirational campaign “Speak with a selection of wonderful melodies of the world aviation and referred AΘenian. Be an AΘenian”. performed by Elly Paspala’s exquisite to the ever changing conditions and popular voice in the presence of challenges in the global aviation sector, “I Love Athens” initiative passengers, music lovers, and Athens whereas in his keynote speech Dr. St. Athens International Airport loves fans.
Art & Culture
During the 14 years of its operation, lens of distinguished photographer cross daily in order to get to their apart from its operational excellence A. Kontogeorgis, curated by Prof. M. final destination. Participating artists and successful business model, Stefanidis. Shot from various angles included M. Vernicos, A. Georgiou, Athens International Airport has also and under different lighting conditions, A. Lambrovassilis, N. Markou, V. become a cultural hub for travellers Kontogeorgis photos capture the city Bechraki, M. Myrogianni and Y. and visitors and an active member of without idealising it and reflect the way Hadjiaslanis. Athens’ cultural life. Approximately in which the city cohabits with its past as At the “Art & Culture” Terminal 250,000 visitors per year visit the well as its present. exhibition area we presented the permanent airport exhibitions, namely “The walls of Athens and their exhibition titled “Stolen Bubbles” by J. the exhibition of Archaeological Destiny” exhibition emphasised on Marketou curated by A. Potamianou, Findings, the “Acropolis Museum – A graffiti street art, the monumental record an animation project which attempted classic destination” exhibition and of the forbidden and the ephemeral, to re-approach and reinterpret Karel the interactive exhibition dedicated an art outside established institutions. Zeman’s classic film The Stolen Airship, to Eleftherios Venizelos, which has Internationally acclaimed V. Caniaris (1966). In the original film an “airship” been refurbished with the support of (1928-2011) is considered a pioneer flying over Prague around the turn of the National Research Foundation apologist of the walls of Athens and their the twentieth century attracts the gazes “Eleftherios K. Venizelos” and the bittersweet story and a predecessor of of the locals who gather in the streets Region of Crete. today’s street artists. His work opened to admire it while even the statues on AIA also regularly hosts temporary the exhibition of the contemporary Charles Bridge seem to point at the exhibitions at its two exhibition areas, graffiti artists of Athens, their ‘tags’ strange machine. Five contemporary “Art & Environment” and “Art & and their large narrative compositions. artists, F. Gousseti, L. Theodorou, Culture.” Curated by M. Stefanidis the show Y. Grigoriadis, E. Hatzisavva, and A. In 2015 AIA launched its featured works by M. Anastasakos and Spartalis presented their video works collaboration with the Art-Athina A. Vasmoulakis. under the general exhibition title “The International Exhibition of The group photography and video Journey: 5 different viewpoints”, curated Contemporary Art which celebrated exhibition titled “Final destination”, by A. Potamianou. its 20th year, by hosting throughout curated by the art historian A. We concluded the artistic the year six special exhibitions at the Chatzinassiou, followed. Contemporary collaboration with Art Athina through airports’ premises. Greek artists photographed interiors, the photo exhibition of the prominent At the “Art & Environment” cities and landscapes, depicting the artist-traveller D. Alithinos titled Terminal exhibition area we hosted natural or artificial environment that “Travelling with a body” curated by three thematic displays which presented is subject to continuous change. In Deputy Professor of the University of the history of the city of Athens and their works their love for the Greek Athens, M. Stefanidis. This was a series its environment as well as that of landscape is evident while selection of of 26 photographs creating a polyptych contemporary art in public spaces. works attempts to create interesting and a landscape study comprised of “Athens of yesterday, today” correlations between the artists details of human bodies photographed exhibition presented selected and their photographs by using the all around the world 30 years earlier. photographs of statues located in uniqueness of the airport area and The common thread of the narrative is Athens through the highly “humoristic” space which hundreds of travellers the curve that joins each photograph
aia.gr | 57 6 Our Citizenship
with the next. The artist this time became even more interactive by major Greek cultural entities such as presented the human body in a series inviting everyone to play floor games in the Architecture Biennale , Elliniki becoming a visual essay on time and the the airport terminal. A big chessboard Etairia (Society for the Environment way in which time puts human relations of 64 black-and-white squares, knights, and Cultural Heritage), Onassis to the test. kings and queens was set and invited Cultural Center, the Athens Video Art The “Fly me to the Moon” passengers and visitors to powerful and Festival, LEA (Festival-Intercultural initiative was launched in May 2013 in definitely unpredictable chess games. Development), the Greek National a joint collaboration with “ελculture” Hence, through the performances of Theatre, the Benaki Museum, the platform of contemporary art. This the Athens State Orchestra, the Greek Megaron Athens Concert Hall, the year’s successful multidimensional National Opera, Angelika Dusk, “His Herakleidon Museum, the Goulandris entertainment programme included Majesty the King of Spain” the Melios Natural History Museum, the Greek concerts, happenings and other art Balkana Mama, Penny & the Swingin’ Theatre show, Keras Cultural & projects that inspired popular and new Cats, the Wedding Singers, as well as Development Organisation, etc. artists to showcase their work at the of Ilias Karellas’ Theatre Company, AIA also contributed to the 2nd airport premises contributing to the passengers and visitors had the chance Symposium of the Seven Wise Men passenger and visitor airport experience. to live a unique experience. which aims to revive the idea of the Furthermore, this year the initiative AIA also provided support to ancient Greek Symposium in Greece.
Art & Cultural Investment in thousands of € 2015 2014
Cultural Sponsorships 31.2 (*) 40.6 Art Exhibitions / Events 85.0 70.7
(*) Restated 2014 figure.
Sponsorship Program 2015 in thousands of € 2015 2014
Sports 5.1 3.0 Business - General 115.2 38.0 Business - Aviation Sector 7.2 (*) 43.5 Social - Various Humanitarian 18.3 15.2 Social - Children / Youth 21.0 13.1 Science 19.6 25.0
(*) Restated 2014 figure.
A Welcoming Airport for Children
Airport Visitors Service three state and private vocational not easy for a young traveller. Since We host field trips at the airport schools, the University of Athens, the 2002 a colourful Children’s Play Area premises to help pupils and students University of Piraeus, the University provides a feast of fun and “VIP broaden their horizons through of Patras, the State University of N.Y, treatment” during their stay. The visiting airport facilities and learning the Brown University, the Airlines facility which is operated by specialised about operational procedures. These Services Training (A.S.T.), the Wirral personnel of the Association “The visits last 2½ hours and include a Metropolitan College and five Smile of the Child” has received more presentation of the Main Terminal specialised educational institutions. We than 64,000 young visitors and their Building, the Airport’s Museum, also hosted visits of Vocational Training families since it first opened 13 years the cultural exhibitions, the baggage Institutes AKMI and Smyrnis and of ago. In August 2015 the Play Area reclaim area and a visit to the airport non-profitable associations for children reached its peak number of visitors: fire station where the impressive with special needs. 1,132 children found a cosy corner to PANTHER fire trucks are kept. In 2015 relax and play while waiting for their we welcomed in total 1,300 visitors Airport Children’s Play Area flight. Various travel bloggers share from three kindergartens, twenty two Standing still at the airport’s check–in their impression for the Play Area with elementary schools, six high schools, desks and waiting to get on board is positive comments.
58 | aia.gr Corporate Responsibility Report 2015
Enhancing Social Commitment
An important pillar of our corporate for the support to the children in need, Transport & Economics, the University responsibility’s strategy is to support child welfare organisations ActionAid, of Aegean for the International children and social groups in need. “Make-A-Wish”, “The Smile of the Academy Study of Tourism, the We continued our multi-dimensional Child”, Association “Agoni-Grammi- Erasmus Student Network, the social programme which entails Gonimi” by supporting their actions London School of Economics’ contributions to national and for the elementary students of the Student Union’s Hellenic Society international non-governmental schools of the non-trunk routes of the for their 3rd Hellenic Forum of LSE humanitarian endeavours such as the Greek Islands, Association “Kardia tou and the Worldwide Airport Lawyers promotion of the “Travelling Greece Paidiou” and UNICEF for the children Association (WALA) which was hosted in comfort and Safety” campaign of in need worldwide. for the first time in Athens and its main I.O.AS. (Panos Mylonas Institute for We also actively participate in purpose was to raise awareness on the Road and Safety), the Greek branch of the “Amber Alert” and “Silver Alert” importance which the airport plays in Transparency International in support programmes, a volunteer partnership the aviation sector. of transparency in the country, the between law enforcement agencies, Furthermore, for the 7th Environmental Association of Attica broadcasters, transportation related consecutive year we participated in “Time for Action” for the promotion parties and the wireless industry which the MBA International Programme of of the voluntary campaign “Let’s do notifies the public on child abduction the Athens University of Economics it Greece”, the Galilee Metropolis or missing persons’ cases. and Business by offering a scholarship of Mesogaia & Lavreotiki for their On the education front we to a candidate from the Balkans. We contribution to the relief care of supported ALBA Graduate Business continued to support initiatives related people in need, the CSR – Hellas, School for the organisation of to the education of unemployed young MEDASSET Hellas, KETHEA the International Congress of the people. Under this new pillar of our (Therapy Center for Depended European Group for Organisational corporate citizenship commitment, Individuals), “ΦΡΟΝΤΙΔΑ” - Studies (EGOS), the Democritus for the third consecutive year, we (Panhellenic Association of Care for University of Thrace for the supported the “Entrepreneurship & the support of people with mental organisation of the Conference Career Panorama 2015” organised retardation and down syndrome), “Intermodal Transports: Innovations by the Research Centre of Strategic Elpis Philanthropy Advisors for the in Planning, Management, Business Business Management of the Athens strengthen of the project “MedChild” Development & Decision Making”, University of Economics and Business, –mobile application for child the University of Piraeus for their focusing on business start–up seminars development, Kivotos of the World MBA programme on the subject Air for unemployed young people.
AIA’s Digital Engagement
Always committed to provide airport mobile, tablet or laptop. All users can people to develop their capabilities services of the highest level to receive live flight and commercial by designing innovative services and passengers and visitors, AIA’s digital information using hashtags (#) and contributing to the development of footprint was enhanced during 2015 special key words (e.g. flight & code applications and new digital business with the unlimited free Wi-Fi wireless number, offers). In cooperation with activities. The contest attracted 162 access in the airport areas through the Economic University of Athens participants with 83 proposals, 35 of its “ATH Free” and “ATH Premium” and with the scientific support of the which could be directly applied in the Wi-Fi networks. In addition, aiming Laboratory of Electronic Commerce airport environment. AIA awarded at providing accurate and instant and Business, Athens International the best innovative proposals and information to the public, Athens Airport launched a competition under applications for new digital services International Airport launched the the title: “The Digital Gate: Airport and business activities. “ATH Messenger service”, based Innovation Challenge – Transforming Focusing on the needs of Greek on Facebook Messenger. Athens the Airport Environment”. The travellers amid the adverse conditions International Airport is the first contest explored and promoted of the economy, AIA implemented airport worldwide to offer flight digital innovation and young the online prepayment option for the information by simply logging in entrepreneurship in the air-transport e-parking service. Facebook Messenger through and tourism sector, allowing young
aia.gr | 59 Sustainability Framework and Assurance
60 | aia.gr Corporate Responsibility Report 2015
AIA has adopted a structured reporting framework in order to reinforce credibility in disclosing sustainability information.
About this Report refers to the period of January through Initiative (GRI) G4 Sustainability This is the 13th edition of the annual December 2015 through certain data Reporting Guidelines ‘in accordance’ Corporate Responsibility Report of repeated from previous editions, core requirements, including the GRI Athens International Airport S.A. (AIA) necessary for comprehending the text. Airport Operators Sector Disclosures, which aims to provide all stakeholders It covers the full spectrum of AIA’s as appropriate, depending on AIA’s with consistent and thorough information programmes and activities under the reported material aspects. Additionally, on sustainability issues. In order to cover direct control of AIA operating within the the Report content is based on the comparability of information disclosed, Athens International Airport “Eleftherios provisions of ISO26000:2010 standard, previous Corporate Responsibility Venizelos” in the Spata region of Athens, as well as the ten principles of the United Reports are available on the company’s Greece. The Report further discloses Nations Global Compact (UNGC). website (www.aia.gr), the GRI portal information within the wider sphere This is AIA’s 3rd Report in (www. globalreporting.org) as well as of influence – related to companies accordance to the GRI G4 Sustainability in the UNGC CoP Directory (www. operating in our airport business Reporting Guidelines. unglobalcompact.org/participants). community – in the context of AIA’s role The responsibility for preparing, as the community “orchestrator”. submitting and distributing the Report Purpose & Scope lies under the Corporate Quality This Report focuses on AIA’s Methodology Department, which coordinates the input management constant commitment on The Report elaborates on corporate from the CR Report Team members the sustainable and socially responsible targets, management practices and key and other colleagues representing the operation and development of Athens performance indicators for 2015 in majority of Company departments. The International Airport. Through a simple, comprehensive way, with a CR Report Team is supervised by the this edition AIA aims to increase flowing content. Report content has been cross-company CR Committee, which in stakeholders’ interest through accurate set as defined by AA1000 Accountability turn reports to the CEO and the Chief and validated information. The Report Principles Standard, the Global Reporting Officers.
UN Global Compact / Communication on Progress (COP)
Since June 2008, of the Global Compact Network Hellas improvement per principle area, on AIA committed and participates in multi-stakeholder an annual basis. UNGC COP is a through its CEO, Dr engagement activities that promote the communication tool towards the UNGC Ioannis N. Paraschis, initiative’s character and the company’s Headquarters and AIA’s stakeholder to embed the UN support to deepen its commitment and groups. Global Compact ten ethical principles actions. In order to enhance credibility Here under is the reference of and accountability within its sphere of towards its commitment to the UNGC AIA’s practices related to the UNGC influence. AIA is a company-member principles, AIA reports its continuous principles:
Area UNGC Principles page 1: Business should support and respect the protection of international proclaimed human rights 14, 31, 28-29, Human Rights 32, 35, 49-50, 2: Business should make sure that they are not complicit in human right abuses 59 3: Business should uphold the freedom of association and the effective recognition of the right to collective bargaining 4: Business should uphold the elimination of all forms of forced and compulsory labour 14, 28-29, 35, Labour Standards 47-53 5: Business should uphold effective abolition of child labour 6: Business should uphold the elimination of discrimination in respect of employment and occupation 7: Business should support a precautionary approach to environmental challenges 8: Business should undertake initiatives to promote greater environmental responsibility 15, 28-29, Environment 37-45 9: Business should encourage the development and diffusion of environmental friendly technologies
10: Business should work against corruption in all its forms, including extortion and bribery 13-14, 28-29, Anti-corruption 35
aia.gr | 61 Link with Sustainable Development Goals
In 2015, AIA advanced its materiality familiarization, definition of priorities for embedding SDGs and AIA shall analysis by correlating with Sustainable and reporting. AIA used both the GRI monitor and even contribute to related Development Goals (SDGs) building Aspects and the SDG structure for market practices as these mature. The on our steady commitment towards the describing the sustainability context correlation among AIA’s 12 Material UN Global Compact. and for referencing the company’s Issues, the Sustainable Development SDGs were approached in line with material issues to broader sustainable Goals and GRI-AOSS Material Aspects the recommended five-step method development conditions and goals. This are described below: (described in sdgcompass.org) for is a preliminary high-level approach
Step 03 Setting goals
Step 01 Step 02 Step 04 Understanding Defining Integrating the SDG’s priorities
Step 05 Reporting & communi- cating
Linkage Table between AIA’s Material Issues / GRI-G4 Aspects / SDG
Link to Sustainable AIA’s Material Issues GRI G4 AOSS Aspects Development Goal
Financial Performance Economic Performance
Market Presence (Traffic Development) Market Presence
Indirect Economic Impact Indirect Economic Impact
Economic Performance Corporate Governance Procurement Practices
Energy Energy, Emissions & Climate Change Emissions
Noise Noise
Employee Health & Safety Occupational Health & Safety
Customer & Public Safety Customer & Public Safety (incl. aviation safety & airport security)
Operational Readiness & Emergency Preparedness Business Continuity & Emergency Preparedness
Service Quality & Passenger Experience Service Quality
Community Engagement Local Communities
Innovation Indirect Economic Impact
62 | aia.gr Boundaries for Material Issues
In line with GRI G4 provisions and Committee, the following table presents Community and Greater Society) as based on the rating of Stakeholders’ AIA’s Material Issues correlated they were defined above a specific Concern by the members of the CR across three boundaries (AIA, Airport threshold of significance.
Concern by AIA (Shareholders, A Management & Employess)
Stakeholder Concern by Airport Concern C Community Stakeholders
Concern by Greater Society S Stakeholders
AIA Material Issue Concern Boundary A C S Financial Performance √ √
Market Presence (Traffic development) √ √ √
Indirect Economic Impact √ √ √
Corporate Governance √
Energy, Emissions & Climate Change √ √
Noise √ √ √
Employee Health & Safety √ √
Customer & Public Safety (incl. aviation safety & airport security) √ √ √
Operational Readiness & Emergency Preparedness √ √ √
Service Quality & Passenger Experience √ √ √
Community Engagement √ √
Innovation √ √
aia.gr | 63 7 Sustainability Framework and Assurance
GRI G4 Content Index for “In accordance” - Core
This Content Index provides an overview of the G4 Standard Disclosures based on the selections made, including the GRI G4 Airport Operators Sector Disclosures.
General Standard Disclosures General Page Number Identified Reason(s) for Explanation for External Standard Standard Disclosure Title / Link / Omission(s) Omission(s) Omission(s) Assurance Disclosures Direct answer Strategy and Analysis Provide a statement from the most senior decision-maker of the organization (such as CEO, chair, or equivalent senior position) p.6-9 G4-1 about the relevance of sustain- √ ability to the organization and the organization’s strategy for addressing sustainability. Organizational Profile Report the name of the organi- p.11 G4-3 zation. √ Report the primary brands, prod- p.11, 21, 63 G4-4 ucts, and services. √ Report the location of the organi- p.11 G4-5 zation’s headquarters. √
Report the number of countries where the organization operates, and names of countries where G4-6 either the organization has signifi- p.11, 61 √ cant operations or that are specif- ically relevant to the sustainability topics covered in the report.
Report the nature of ownership p.11 G4-7 and legal form. √ Report the markets served (in- p.22,23 / cluding geographic breakdown, Aerostat G4-8 sectors served, and types of √ Handbook ‘15 customers and beneficiaries). p.11, 21, 23, 24, 47 / Report the scale of the organi- Annual G4-9 zation Report 2015, √ Aerostat Handbook ‘15 Report the total number of em- ployees by employment contract and gender,the total number of permanent employees by em- ployment type and gender, the total workforce by employees and supervised workers and by gen- der, the total workforce by region and gender, whether a substantial portion of the organization’s work G4-10 is performed by workers who are p.47-48 √ legally recognized as self-em- ployed, or by individuals other than employees or supervised workers, including employees and supervised employees of contrac- tors and any significant variations in employment numbers (such as seasonal variations in employment in the tourism or agricultural industries). All AIA employees are covered by the Report the percentage of total minimum G4-11 employees covered by collective require- √ bargaining agreements. ments of the National Collective Labor Agreement. Describe the organization’s supply p.28 G4-12 chain. √
64 | aia.gr Corporate Responsibility Report 2015
General Page Number Identified Reason(s) for Explanation for External Standard Standard Disclosure Title / Link / Omission(s) Omission(s) Omission(s) Assurance Disclosures Direct answer Report any significant changes during the reporting period regard- G4-13 p.6-9, 11, 61 ing the organization’s size, structure, √ ownership, or its supply chain Report whether and how the pre- G4-14 cautionary approach or principle p.13-14 √ is addressed by the organization. List externally developed eco- nomic, environmental and social G4-15 charters, principles, or other ini- p.37, 61 √ tiatives to which the organization subscribes or which it endorses. List memberships of associations (such as industry associations) G4-16 p.19 and national or international advo- √ cacy organizations Identified Material Aspects and Boundaries List all entities included in the or- ganization’s consolidated financial statements or equivalent docu- ments, report whether any entity p.11 G4-17 included in the organization’s √ consolidated financial statements or equivalent documents is not covered by the report. Explain the process for defin- ing the report content and the Aspect Boundaries and how the G4-18 p.14-19 organization has implemented the √ Reporting Principles for Defining Report Content. List all the material Aspects iden- G4-19 tified in the process for defining p.14-19 √ report content. For each material Aspect, report G4-20 the Aspect Boundary within the p.63 √ organization. For each material Aspect, report G4-21 the Aspect Boundary outside the p.63 √ organization. Report the effect of any restate- ments of information provided in p.55, 58, 61 G4-22 previous reports, and the reasons √ for such restatements. Report significant changes from G4-23 previous reporting periods in the p.17, 61, 63 √ Scope and Aspect Boundaries. Stakeholder Engagement Provide a list of stakeholder groups G4-24 p.16 engaged by the organization. √ Report the basis for identification G4-25 and selection of stakeholders with p.16 √ whom to engage. Report the organization’s approach to stakeholder en- gagement, including frequency of engagement by type and G4-26 by stakeholder group, and an p.16-17 √ indication of whether any of the engagement was undertaken specifically as part of the report preparation process. Report key topics and concerns that have been raised through stakeholder engagement, and how the organization has re- p.14, 30-31, sponded to those key topics and G4-27 34, 50, 55 √ concerns, including through its reporting. Report the stakeholder groups that raised each of the key topics and concerns. Report Profile Reporting period (such as fiscal G4-28 or calendar year) for information p.61 √ provided.
aia.gr | 65 General Page Number Identified Reason(s) for Explanation for External Standard Standard Disclosure Title / Link / Omission(s) Omission(s) Omission(s) Assurance Disclosures Direct answer Date of most recent previous p.61 G4-29 report (if any). √ Reporting cycle (such as annual, p.61 G4-30 biennial). √ Provide the contact point for G4-31 questions regarding the report or p.71 √ its contents. Report the ‘in accordance’ option the organization has chosen, the GRI Content Index for the chosen option and the reference to the External Assurance Report, if the p.61, 64-68, G4-32 report has been externally as- 72-75 √ sured. GRI recommends the use of external assurance but it is not a requirement to be ‘in accordance’ with the Guidelines. Report the organization’s policy and current practice with regard to seeking external assurance for the report, if not included in the assurance report accompanying the sustainability report, report the scope and basis of any ex- G4-33 ternal assurance provided, report p.72-75 √ the relationship between the organization and the assurance providers and whether the highest governance body or senior executives are involved in seeking assurance for the organization’s sustainability report. Material Aspect: Governance Report the governance structure of the organization, including committees of the highest gover- G4-34 nance body. Identify any commit- p.11-12, 71 √ tees responsible for decision-mak- ing on economic, environmental and social impacts. Ethics and Integrity Describe the organization’s values, principles, standards and norms p.14 G4-56 of behavior such as codes of √ conduct and codes of ethics. Specific Standard Disclosures Page Number DMA and Identified Reason(s) for Explanation for External Standard Disclosure Title / Link / Direct Indicators Omission(s) Omission(s) Omission(s) Assurance answer Category: Economic Material Aspect: Economic Performance p.21-22 / Generic Disclosures on Manage- Annual G4-DMA ment Approach Report ‘15 Direct economic value generated p.21 / Annual G4-EC1 and distributed Report ‘15 p.50-51 Coverage of the organization's / Annual G4-EC3 defined benefit plan obligations Report ‘15 Material Aspect: Market Presence (traffic development) p.11, 22-25, 47 Generic Disclosures on Manage- / Aerostat G4-DMA ment Approach √ Handbook ‘15 Proportion of senior management G4-EC6 hired from the local community at p.47 significant locations of operation Total number of passenger annu- ally, broken down by passengers on international and domestic p.23/ AO1 flights, and broken down by ori- Aerostat √ gin-and-destination and transfer Handbook‘15 passengers,including transit passengers Total annual number of aircraft movements by day and by night p.23/ AO2 broken down by commercial pas- Aerostat √ senger, commercial cargo,general Handbook‘15 aviation and state aviation flights.
66 | aia.gr Page Number DMA and Identified Reason(s) for Explanation for External Standard Disclosure Title / Link / Direct Indicators Omission(s) Omission(s) Omission(s) Assurance answer p.25/ AO3 Total amount of cargo tonnage. Aerostat √ Handbook‘15 Material Aspect: Indirect Economic Impact Generic Disclosures on Manage- p.18-19, 21 G4-DMA ment Approach Development and impact of infra- G4-EC7 structure investments and services p.55, 56 supported Category: Environmental Material Aspect: Energy, Emissions & Climate Change p.37-40 / Generic Disclosures on Manage- Care for the G4-DMA ment Approach environment - √ issue 18 Energy consumption within the p.39 G4-EN3 organization √ Energy consumption outside of p.38 G4-EN4 the organization G4-EN5 Energy intensity p.38 √ Direct greenhouse gas (GHG) p.39 G4-EN15 emissions (Scope 1) √ Energy indirect greenhouse gas p.39 G4-EN16 (GHG) emissions (Scope 2) √ Ambient air quality levers accord- ing to populant concentrations in AO5 microgram per cubic meter(μg/ p.39-40 m3) or parts per million(PPM) by regulatory regime. Material Aspect: Noise p.40-41/ Generic Disclosures on Manage- Care for the G4-DMA ment Approach environment - √ issue 18 According to the results of the Airport Strategic Noise Map, in- Number and Percentage Change habited areas of People Residing in Areas AO7 included are √ Affected by Noise not exposed to noise levels above the limits set by authorities. Category: Social Sub-Category: Labor Practices and Decent Work Material Aspect: Employee Health and Safety Generic Disclosures on Manage- p. 49, 50 G4-DMA ment Approach √ Percentage of total workforce represented in formal joint man- agement-worker health and safety p.49 G4-LA5 committees that help monitor and √ advise on occupational health and saftey programmes. Sub-Category: Society Material Aspect: Community Engagement Generic Disclosures on Manage- G4-DMA p.55, 56 ment Approach Percentage of operations with implemented local community p.55 G4-SO1 engagement, impact assessments, and development programs No persons from local area or any Number of persons physically or other economically displaced, either origin were AO8 voluntary or involuntarily, by the physically or airport. economically displaced due to airport development.
aia.gr | 67 Page Number DMA and Identified Reason(s) for Explanation for External Standard Disclosure Title / Link / Direct Indicators Omission(s) Omission(s) Omission(s) Assurance answer Sub-Category: Product Responsibility Material Aspect: Customer & Public Safety (including aviation safety & airport security) Generic Disclosures on Manage- G4-DMA ment Approach p.31, 32 √ Health and safety impacts are Percentage of significant product assessed and service categories for which for both G4-PR1 health and safety impacts are √ aviation and assessed for improvement. non-avia- tion service categories Data is official- ly reported to the relevant authority (Hel- lenic Civil Avia- Wildlife strike Total number of wildlife strikes per tion Authority) - data cannot AO9 in accordance 10,000 aircraft movements be disclosed. with all require- ments arising from national and European legislation. Material Aspect: Operational Readiness & Emergency Preparedness Report policies/programs on business continuity in the event of an emergency, any policy for mitigating risk that is reviewed and revised regularly should be G4-DMA included. Report on management p.13, 29-30 √ of events affecting service quality, on procedures/process for quality control of service and on programs /procedures for facilities which are used by person with special needs. AIA INDICATOR Critical Systems Availability p.29 √ Material Aspect: Service Quality & Passenger Experience Report policies /programs for quality control of service. Include the mechanism for how the airport establishes service level expecta- tions for the airport customers (e.g. G4-DMA airlines, concessions, employees). p.33, 34 √ Report the organisations's method for measuring service quality, for example the Airports Council International (ACI)Airport Service Quality (ASQ) passenger survey. Airport Service Quality Satisfaction AIA INDICATOR p.8, 34 Score √ Material Aspect: Innovation Generic Disclosures on Manage- G4-DMA p8, 27 ment Approach √ Execution of Innovation Action p.27 AIA INDICATOR Plan √
68 | aia.gr Linkage table between ISO 26000:2010 & GRI G4 Guidelines
Within the framework of the alignment of AIA’s Corporate Responsibility Policy with ISO26000, the following table summarizes the representation of adherence to the standard through the application of the GRI G4 Sustainability Reporting Guidelines.
ISO26000:2010 CLAUSES GRI REPORTING PRINCIPLES AND STANDARD DISCLOSURES Principles of social responsibility 4 Accountability 4.2 The application of the GRI Guidelines provides AIA with a tool for accounting for and being transparent in its impacts on the economy, the environment and Transparency 4.3 society. Ethical behaviour 4.4 General Standard Disclosures: Ethics and Integrity Respect for stakeholder interests 4.5 Stakeholder Inclusiveness Principle Monetary value of significant fines and total number of non-monetary sanc- 4.6 Respect for the rule of law tions for non-compliance with environmental laws and regulations (page 37) Sustainability Context Principle Respect for international norms of behaviour 4.7 General Standard Disclosures: Strategy and Analysis Respect for human rights 4.8 Ch.2 Business Conduct Recognizing social responsibility 5 and engaging stakeholders Recognizing social responsibility 5.2 General Standard Disclosures: Identified Material Aspects and Boundaries Stakeholder identification and engagement 5.3 General Standard Disclosures: Stakeholder Engagement Generic Disclosures on Management Approach (G4-DMA) - AIA uses Guidance on social responsibility the Generic Disclosures on Management Approach (G4-DMA) to report 6 core subjects its approach to managing each of the ISO 26000 social responsibility core subjects and issues and the related actions and expectations General Standard Disclosures: Strategy and Analysis Organisational governance 6.2 General Standard Disclosures: Governance
General Standard Disclosures: Organisational Profile
Human rights 6.3 Ch.2 Business Conduct Percentage of operations with implemented local community G4-SO1 engagement, impact assessments, and development programs General Standard Disclosures: organisational Profile
Labor Practices and Decent Work sub-Category Proportion of senior management hired from the local communi- Labour practices 6.4 G4-EC6 ty at significant locations of operation Percentage of total workforce represented in formal joint man- G4-LA5 agement–worker health and safety committees that help monitor and advise on occupational health and safety programs Percentage of operations with implemented local community G4-SO1 engagement, impact assessments, and development programs AO5 (Sec- tor Supple- Ambient air quality levels ment) G4-EN23 Total weight of waste by type and disposal method Percentage of operations with implemented local community G4-SO1 engagement, impact assessments, and development programs The environment 6.5 G4-EN3 Direct energy consumption within the organisation
G4-EN4 Energy consumption outside of the organisation
G4-EN5 Energy intensity
G4-EN15 Direct greenhouse gas (GHG) emissions (Scope 1)
G4-EN16 Energy indirect greenhouse gas (GHG) emissions (Scope 2)
aia.gr | 69 ISO26000:2010 CLAUSES GRI REPORTING PRINCIPLES AND STANDARD DISCLOSURES
Fair operating practices 6.6 General Standard Disclosures: Ethics and Integrity
Percentage of significant product and service categories for Consumer Issues 6.7 G4-PR1 which health and safety impacts are assessed for improvement Percentage of operations with implemented local community G4-SO1 engagement, impact assessments, and development programs
G4-EC1 Direct economic value generated and distributed
Community Involvement and Development 6.8 G4-EC3 Coverage of the Organisation’s Defined Benefit Plan Obligations
Proportion of senior management hired from the local communi- G4-EC6 ty at significant locations of operation Percentage of significant product and service categories for G4-PR1 which health and safety impacts are assessed for improvement Guidance on integrating social 7 responsibility throughout an organisation The relationship of an organisation’s charac- 7.2 General Standard Disclosures teristics to social responsibility
Due diligence 7.3.1 Generic Disclosures on Management Approach (G4-DMA)
Determining relevance and significance of 7.3.2 General Standard Disclosures: Identified Material Aspects and Boundaries core subjects and issues to an organisation
An organisation’s sphere of influence 7.3.3 General Standard Disclosures: Identified Material Aspects and Boundaries
Establishing priorities for addressing issues 7.3.4 General Standard Disclosures: Identified Material Aspects and Boundaries
Setting the direction of an organisation for 7.4.2 General Standard Disclosures: Strategy and Analysis social responsibility
General Standard Disclosures: Governance Building social responsibility into an organi- 7.4.3 sation’s governance, systems and procedures Generic Disclosures on Management Approach (G4-DMA)
Types of communication on social respon- 7.5.3 General Standard Disclosures: Report Profile sibility Enhancing the credibility of reports and 7.6.2 General Standard Disclosures: Report Profile claims about social responsibility Reviewing an organisation’s progress and 7.7.3 Generic Disclosures on Management Approach (G4-DMA) performance on social responsibility
General Standard Disclosures: Governance Improving performance 7.7.5 Generic Disclosures on Management Approach (G4-DMA)
General Standard Disclosures: Organisational Profile: Commitments to Exter- 7.8 Voluntary initiatives for social responsibility nal Initiatives
70 | aia.gr Committees
The following committees are responsible for their corresponding aspect of Corporate Responsibility, in line with AIA CR Governance Structure:
AIA’s Corporate Responsibility Committee AIA’s CR Report Team
I. Papadopoulou P. Papademetriou Director, Communications & Marketing (chair) Manager, Corporate Quality (Chair) G. Kalimassias I. Kapetaniou Director, Corporate Planning Supervisor Quality Systems & CSR G. Tzavaras A. Orfanou Director, Aviation Business Unit Quality Systems & CSR G. Stergiopoulou Director, Human Resources C. Mitsotakis Head, Public Relations M. O’Connor Manager, Environmental Services K. Zalavra Head, Corporate Information & Market Intelligence P. Papademetriou Manager, Corporate Quality A. Anagnostopoulou Coordinator, Consumers Business Unit A. Kostiani Environmental Affairs Specialist E. Tsitouna Coordinator, Employee Services
Text and indicators contained herein have been complied with the contribution of numerous colleagues, representing all AIA Units.
Contact Details
Readers’ comments regarding our corporate responsibility performance enable us to improve the structure and quality of information disclosed. We would highly appreciate any suggestions or requests for clarification on any related issue.
About this Report and AIA’s For noise-related issues, kindly contact: corporate responsibility matters, kindly contact: “We Listen” hotline tel: (+30) 210-3530003 Irene Kapetaniou tel: (+30) 210-3537240 For any other contact within e-mail: [email protected] Athens International Airport, please contact:
For Local Communities issues, kindly contact: AIA / Administration Building Call Centre: tel: (+30) 210-3531000 Anna Kostiani tel: (+30) 210-3536493 AIA Call Center (24 hours): tel: (+30) 210-3530000 e-mail: [email protected]
aia.gr | 71 ERNST & YOUNG (HELLAS) Certified Auditors – Accountants S.A. Tel: +30 210 2886 000 8B Chimarras street, Maroussi Fax:+30 210 2886 905 151 25 Athens, Greece ey.com
INDEPENDENT ASSURANCE STATEMENT
To the management of Athens International Airport S.A.
The Athens International Airport 2015 Corporate Responsibility Report (“the Report”) has been prepared by the management of Athens International Airport S.A. (“AIA”), which is responsible for the collection and presentation of the information contained therein. Our responsibility, in accordance with AIA management’s instructions, is to carry out a “limited level” assurance engagement on the English pdf version of the Report, and to include assurance comments from our work in relevant sections of the Report.
Our responsibility in performing our assurance engagement is solely to the management of AIA and in accordance with the terms of reference agreed between us. We neither accept nor we assume any responsibility and for any other purpose, to any other person or organization. Any reliance any third party may place on the Report is entirely at its own risk and responsibility.
Work scope and criteria
Our assurance engagement has been planned and performed in accordance with ISAE3000 and the requirements of a Type 2 assurance engagement, as defined by AA1000AS, in order to provide a limited level assurance opinion on:
1. Adherence to the AccountAbility Principles of Inclusivity, Materiality and Responsiveness, against the relevant criteria found in the AA1000APS.
2. Accuracy and completeness of quantitative data and plausibility of qualitative information related to the GRI G4 General and Specific Standard Disclosures (indicated in the assurance column of the GRI G4 Content Index with a checkmark, pp. 64-68), against the “In accordance – Core” requirements.
3. Adherence to the United Nations Global Compact (UNGC) Communication on Progress (CoP) requirements, against the guidelines found in the Basic Guide to the UNGC CoP.
4. Adherence to Clause 4 “Principles of Social Responsibility” of ISO26000:2010, as this is reported in the “Linkage table between ISO26000:2010 and GRI G4 Guidelines”, found on pp. 69-70 of the Report.
What we did to form our conclusions
In order to form our conclusions in relation to the scope and criteria mentioned above, we undertook (but were not limited to) the steps outlined below:
▶▶ Interviewed a selection of AIA Executives, Directors and Managers to understand the current status of corporate responsibility activities and progress made during the reporting period.
▶▶ Reviewed AIA’s approach to stakeholder engagement through interviews with managers responsible for engagement activities at corporate level and reviews of associated documentation.
▶▶ Reviewed AIA’s processes for determining material issues to be included in the Report, as well as the coverage of material issues within the Report, against aspects found in the “GRI G4 Airport Operators Sector Disclosures”, material issues and areas of performance covered in external media reports, and sustainability reports of selected European peers.
72 | aia.gr ▶▶ Interviewed specialists responsible for managing, collating and reviewing sustainability data reported for internal and public reporting purposes, linked to the G4 General and Specific Standard Disclosures under the scope of our assurance engagement (indicated in the assurance column of the GRI G4 Content Index with a checkmark, pp. 64-68).
▶▶ Reviewed the Report for the appropriate transposition and presentation of the sustainability data linked to the G4 General and Specific Standard Disclosures under the scope of our assurance engagement (indicated in the assurance column of the GRI G4 Content Index with a checkmark, pp. 64-68), including limitations and assumptions relating to how these data are presented within the Report.
▶▶ Reviewed information or explanations to substantiate key data, statements and assertions regarding the sustainability disclosures under the scope of our assurance engagement.
▶▶ Reviewed the AIA UNGC CoP against the guidelines found in the Basic Guide to the UNGC CoP.
▶▶ Reviewed the “Linkage table between ISO26000:2010 and GRI G4 Guidelines”, found on pp. 69-70 of the Report, to check AIA’s adherence to Clause 4.
Level of assurance
The evidence gathering procedures were designed to obtain a limited level of assurance (as set out in ISAE 3000) on which we formed our conclusions. The extent of these evidence gathering procedures is less than those designed to obtain a reasonable level of assurance and therefore a lower level of assurance is provided. This is also expressed by the ‘moderate’ level of assurance, under AA1000AS, according to which “the assurance provider achieves moderate assurance where sufficient evidence has been obtained to support their statement, such as the risk of their conclusion being in error is reduced but not reduced to very low or zero”.
Limitations of our review
▶▶ Our review was limited to the English version of the Report. In the event of any inconsistency in translation between the English and Greek versions, as far as our conclusions are concerned, the English version of the Report prevails.
▶▶ The scope of our work did not include any review of third party activities or performance, nor attending any stakeholder engagement activities. In addition, it did not include any review of the accuracy of research results assigned to third parties, nor Information Technology systems used by third parties.
▶▶ Our review did not include financial data and the corresponding narrative text and testing of the Information Technology systems used or those upon which the collection and aggregation of data was based by AIA.
▶▶ We do not provide any assurance relating to future information such as estimates, expectations or targets, or their achievability.
aia.gr | 73 Our conclusions
Based on the scope of our review our conclusions are outlined below:
1. Adherence to the AccountAbility Principles of Inclusivity, Materiality and Responsiveness, against the relevant criteria found in the AA1000APS.
Inclusivity: Has AIA been engaging with stakeholders across the business to develop its approach to sustainability?
▶▶ Nothing has come to our attention that causes us to believe that any key stakeholder groups have been excluded from stakeholder engagement activities, or to conclude that AIA has not applied the Inclusivity principle in developing its approach to sustainability.
Materiality: Has AIA provided a balanced representation of material issues concerning its sustainability performance?
▶▶ Nothing has come to our attention that causes us to believe that AIA’s materiality determination approach does not provide a balanced representation of material issues concerning its sustainability performance.
Responsiveness: Has AIA responded to stakeholder concerns?
▶▶ We are not aware of any matters that would lead us to conclude that AIA has not applied the responsiveness principle in considering the matters to be reported.
2. Accuracy and completeness of quantitative data and plausibility of qualitative information related to the GRI G4 General and Specific Standard Disclosures (indicated in the assurance column of the GRI G4 Content Index with a checkmark, pp. 64-68), against the “In accordance – Core” requirements.
How plausible are the statements and claims within the Report linked to qualitative information on GRI G4 General and Specific Standard Disclosures under scope?
▶▶ We have reviewed information or explanations on selected statements on AIA’s sustainability activities presented in the Report and we are not aware of any misstatements in the assertions made.
How complete and accurate are the quantitative data linked to the GRI G4 General and Specific Standard Disclosures under scope?
▶▶ Nothing has come to our attention that causes us to believe that quantitative data linked to the GRI G4 General and Specific Standard Disclosures under scope has not been collated properly at corporate level.
▶▶ We are not aware of any errors that would materially affect the data as presented in the Report.
Does the Report meet the GRI G4 requirements of the “In accordance – Core” option?
▶▶ Based on our review, nothing has come to our attention that causes us to believe that the Report does not meet the requirements of the “In accordance – Core” option, as presented in the GRI G4 Content Index, found on pages 64-68.
74 | aia.gr 3. Adherence to the United Nations Global Compact (UNGC) Communication on Progress (CoP) requirements, against the guidelines found in the Basic Guide to the UNGC CoP.
Does AIA’s UNGC CoP adhere to the guidelines found in the Practical Guide to the UNGC CoP?
▶▶ Nothing has come to our attention that causes us to believe that AIA’s UNGC CoP is not fairly stated, according to the guidelines found in the Practical Guide to the UNGC CoP.
4. Adherence to Clause 4 “Principles of Social Responsibility” of ISO26000:2010, as this is reported in the “Linkage table between ISO26000:2010 and GRI G4 Guidelines”, found on pp. 69-70 of the Report.
Does AIA adhere to the ISO26000 Clause 4, as this is disclosed in the “Linkage table between ISO26000:2010 and GRI G4 Guidelines”?
▶▶ Nothing has come to our attention that causes us to believe that AIA’s adherence to ISO26000 Clause 4, as this is disclosed in the relevant table on pp. 69-70, is not fairly stated.
Our independence
We have not provided any services relating to the preparation of AIA’s 2015 Corporate Responsibility Report.
Our assurance team
The professionals which participated in the engagement are members of and are supported by the EY Climate Change and Sustainability Services global network, which undertakes similar engagements in Greece and at a Global level.
Athens, 17 June 2016
For and on behalf of
ERNST & YOUNG (HELLAS) Certified Auditors Accountants S.A.
Vassilios Kaminaris Partner
aia.gr | 75 76 | aia.gr Sociétés Anonymes Registration Number: 35925/04/B/96/60 General Commercial (G.E.MI) Registration Number : 2229601000
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