abu dhabi airports company We extend our deepest gratitude to all our stakeholders and passengers

Table of Contents

8 Message from the Chairman 39 Financial Performance 60 Corporate Social Responsibility

40 Delivering Sustainable Results 61 Children and Special Needs

10 Message from the CEO 62 Carbon Accreditation

42 Commercial Performance 62 Heat Awareness

13 Executive Management 43 Creating Unique Retail Experiences 63 Year of Reading

44 Dining Experience 64 Sustainability

17 Corporate Overview 45 Transforming the Airport Dining Experience

46 Abu Dhabi Airports Free Zone 66 Health and Safety

22 Vision, Mission & Values 67 Maintaining Aviation Safety and Security Standards

49 Construction Progress 68 Emergency Exercises

23 Operational Performance 50 Midfield Terminal Building 68 Fire Safety Awareness Sessions

24 Abu Dhabi International Airport 52 Airside Development Program 69 Risk Management & Business Continuity

30 Al Ain International Airport 53 Southside Terminals Enhancement Program

33 Al Bateen Executive Airport 70 Awards and Certifications

38 Sir Bani Yas Airport 54 Our People

38 Delma Island Airport 55 Attracting and Nurturing Talent 74 Looking Back

56 Gulf Center for Aviation Studies 78 A Decade of Innovation

79 2016 Highlights Message from the Chairman

Throughout the last ten years innovation, passion and the determination of our staff have been the key pillars to our continued success.

Dear Stakeholders

Abu Dhabi Airports marked a decade of innovation in Emiratization figures have increased from 25% of staff in aviation in 2016, and the throughout the last ten years 2010 to just over 50% in 2016, with 81% of executive innovation, passion and determination of our staff have management roles occupied by UAE nationals by the been the key pillars to our continued success. end of last year. The company remains committed to its objective of being an employer of choice for Emiratis and The aviation sector in the Emirate has changed has created its National Development Program (NDP) for considerably in that time, and we are proud of the role that the employment and training of UAE graduates. Abu Dhabi Airports has played in facilitating the positive changes witnessed in this dynamic sector. Through Aviation is playing a significant role in the diversification innovative products such as our Smart Travel System of the economy, as outlined in Abu Dhabi’s Economic at Abu Dhabi International Airport, we have consistently Vision 2030. It is therefore imperative to develop national provided passengers with high-quality facilities and expertise and the workforce within the industry in order services with cutting-edge solutions, and we will continue to deliver sustainable growth. Our NDP is enabling us to to do so as we receive more and more visitors from exceed our targets and to develop the human capital able around the world. to lead this vital industry well into the future.

Since 2006, Abu Dhabi Airports has thrived. The Award Winning company has invested more than AED 20 billion in capital development projects since then across all of its airport 2016 was an award winning year across our business. sites. The biggest single infrastructure project undertaken Our Procurement Department was named the Middle so far, the Midfield Terminal Complex (MTC), will increase East’s Procurement Team of the Year by the Chartered Abu Dhabi International Airport’s overall capacity to 45 Institute of Procurement and Supply (CIPS) at the Middle million passengers per year. East Supply Management Awards 2016.

8 The Abu Dhabi Duty Free website was Abu Dhabi International Airport was the Airport Service Quality Awards (ASQ) from These accolades are a reflection of Abu Dhabi awarded “Best in Class” in two categories awarded ISO 22301 Management System Airports Council International (ACI). Airports’ strong reputation and a testament – E-Commerce and Consumer Goods – Certification, becoming the first airport in the to our steadfast commitment to excellence. at the Interactive Media Awards, region to be certified for Business Continuity In addition, the Gulf Center for Aviation I would like to thank all our partners and highlighting the exceptional service Management. Studies (GCAS) was selected as a top stakeholders for their valuable support over quality the site offers. performing International Air Transport the past year, and look forward to the And, the year closed with another award Association (IATA) Accredited Training School continued success of Abu Dhabi Airports At the Air Transport News Awards, Abu Dhabi milestone for Abu Dhabi International Airport, (ATS) for Africa and the MENA region, receiving over the years to come. International Airport was voted “Best Airport” in winning “Best Airport in the Middle East” and the recognition after just one year of being the 10-30 million passengers category. “Most Improved Airport in the Middle East” in accredited. H.E. Eng. Awaidha Murshed Al Marar

9 Message from the CEO

The achievements and developments of our tenth anniversary year have been exceptional and fully justify our confidence that our vision of being the world’s leading airports group will be realized.

Dear Stakeholders,

Abu Dhabi Airports has enjoyed considerable Enhancement Program. Now that we have completed this commercial success over the years, and this has program we are enhancing its benefits by introducting a continued to be the case in the last 12 months. range of new technologies across our premises. Passenger numbers grew to nearly 24.5 million in 2016, an increase of 5.1% on the previous year. In March 2016 we introduced one of the most innovative passenger processing systems in the region – Smart As passenger numbers have risen, the impact on our Travel. The pioneering system, installed in collaboration commercial revenues has also been seen. In 2016, with the Ministry of Interior, allows passengers to check-in ADAC clocked in a credible performance, increasing and move through immigration and security interacting revenue by 23% as a result of the introduction of new only with technology such as biometric and facial charges and continued effort by our commercial team recognition software. The five-step process has reduced to further enhance the commercial potential of AUH. passenger processing times in the airport, and by the end of 2016, five million people had registered to use the Innovation system and two and a half million had used it.

To handle the increase in passengers using our airports In addition to such tecnology, work is also being done it is essential that our infrastructure is continually to improve existing facilities until the MTB opens, in the expanded, so that we can continue to offer a world- Southside Terminals Enhancement Program (STEP). In class traveler experience to all those who pass 2016 the Transfer Baggage Facility (TBF) improvements through our gates. We anticipated this need as long and the new Terminal 3 Airport Management Center, ago as 2009 when we commenced our Capacity were both completed as part of STEP. These projects

10 In 2016, revenue increased by 23% have been a major success and people development, have not only for Abu Dhabi Airports all played their part in delivering but also for the contractors and an overall performance that has stakeholders involved as they were been consistently excellent. This completed on time and within excellence has resulted in several budget. different awards and accolades received in the last year, of which Construction we are extremely proud. It is my honor to have assumed the responsibility Work on the Midfield Terminal of leading this outstanding company Building progressed over during the course of 2016, and I the course of 2016, with key look forward to the next phase of its milestones being reached, development. including the depropping of the steel arches and completion of the Our strong growth and performance roof structure. Work also began last year means that we are confident on closing the envelope of the that the company will continue deliver building, fitting out the piers and strong results in 2017. glazing. I would like to express my The Future gratitude to all Abu Dhabi Airports’ employees, our airline and airport The achievements and partners, government agencies, developments of our tenth our Chairman, and our Board anniversary year have been of Directors. Thank you for your exceptional and fully justify our unwavering commitment and confidence that our vision of dedication, which have been being the world’s leading airports instrumental in helping Abu Dhabi group will be realized. Our Airports stand in good stead. I look newly introduced technologies, forward to your continued support increasingly high standards of and partnership. safety and security, commercial success, infrastructure expansion, Abdul Majeed Al Khoori

11 Executive Management H.E Eng. Awaidha Murshed Al Marar H.E. Abubaker Seddiq Al Khoori H.E. Musabbah Mubarak Al Marar H.E. Ahmed Ali Mattar Al Rumaithi Chairman

H.E. Eng. Awaidha Murshed Al Marar, is a member His Excellency Mr. Al Khoori is the Chairman of His Excellency Musabbah Mubarak Al Marar is the H.E Ahmed Ali Al Romaithi is the Chief Executive of the Executive Council, Chairman of the Center Aldar Properties. Previously, he was the Managing Acting Director of Abu Dhabi City Municipality, a Officer of Al Dhabi Investment PJSC. He has of Waste Management - Abu Dhabi (Tadhweer), Director of Sorouh Real Estate, and worked as the position that he took on in September 2014. over 20 years of extensive experience in the Chairman of Department of Municipal Affairs and Assistant Director of the Abu Dhabi Investment investment industry. His main aim is to accomplish Transport and Chairman of Etihad Rail. Authority. Previously, H.E. Al Marar was the Executive shareholders’ expectations and ensure that the Director of the City Services Sector in Al Marfa’a, company achieves its financial goals. A trained civil engineer, he worked at ADNOC for Mr. Al Khoori has around 22 years of experience after which he worked as the General Manager more than 15 years, holding a variety of increasingly in the fields of finance and international investment of the Western Region Municipality. He has also H.E. Al Romaithi is also currently a board member senior positions and being directly responsible for and over 10 years in the real estate sector. served on the Executive Management Committee of several institutions, one of which is the Etihad the delivery of a series of key projects. in the Western Region Municipality, and as a Aviation Group, and he is a member of several He is currently the Vice Chairman of Waha Capital member of the Supreme Committee of the other committees including the Abu Dhabi H.E. Eng. Al Marar offers a wealth of highly relevant PJSC. He is also a board member of Abu Dhabi Environment, Health and Safety System in Abu Investment Council, Etihad Airways, and ADNOC, civil engineering experience, which is of enormous Ports Company (ADPC) and Abu Dhabi Airports Dhabi. He has also been a member of the Housing giving him a thorough understanding of finance and practical value as Abu Dhabi Airports works towards Company (ADAC). Authority for UAE Nationals, since 2015. corporate governance. completing the Midfield Terminal Complex. H.E. Al Khoori holds a degree in Finance from H.E. Al Marar obtained a Bachelor’s Degree Previously H.E. Al Romaithi worked at Abu Dhabi H.E. Eng. Al Marar holds a Bachelor’s degree in Civil Linfield College in McMinnville, Oregon, USA, and in Economics from the United Arab Emirates Investment Authority as a Deputy Director and as Engineering from the University of Arizona, Tucson, is a certified Chartered Financial Analyst (CFA) and University in 1995, following which he served as an Investment Practitioner. USA, and an MBA from the UAE University’s College a member of AIMR. the Director of Administration and Personnel at the of Business and Economics. Abu Dhabi National Oil Company (ADNOC) from H.E. Al Romaithi holds a Bachelor’s Degree in 1995 until 1999. Business Administration from The University of He is a member of the UAE Society of Civil Denver, USA. He is also a certified Chartered Engineers and the American Concrete Institute. As well as being on the board of Abu Dhabi Financial Analyst (CFA). Airports Company, he is a board member for the Abu Dhabi Monitoring and Control Center and several other organizations. 14 H.E. Eng. Mohamed Mubarak H.E. Abdulla Abdul Hamid Al Sahi H.E. Eng. Abdulaziz Abdulrahman Abdul Majeed Al Khoori - Al Mazrouei Al Hemaidi Acting CEO

H.E. Eng. Mohamed Mubarak Al Mazrouei has 27 H.E. Abdulla Al Sahi is the Executive Director of the H.E. Abdulaziz Abdulrahman Al-Hemaidi was appointed Abdul Majeed Al Khoori joined Abu Dhabi Airports in 2007, years of experience in major infrastructure projects, Planning and Infrastructure Sector at the Abu Dhabi as a member of Abu Dhabi Airports Company Board of and is Acting Chief Executive Officer (A/CEO). with key leadership responsibilities managing Urban Planning Council (UPC). Al Sahi is also a Directors in 2016. multi-billion dollar projects in the aviation and member of the Board of Directors of Abu Dhabi Prior to taking on the role of A/CEO in June 2016, Abdul transportation sectors. Airports Company. H.E. Al Hemaidi joined Abu Dhabi Water and Electricity Authority Majeed served as Chief Financial Officer (CFO) for nine (ADWEA) in 1997 and has held a number of key positions, years and was key in turning the company around He was formerly Chief Executive of Manazel Real Al Sahi has nearly 15 years of experience in many including Managing Director at Abu Dhabi Distribution Company financially into a profit making organization. Estate PSJC, a leading developer of residential professional areas, such as general investment, and Abu Dhabi Water and Electricity Company. property in Abu Dhabi, a position he held for more planning and urban development, energy and Some of his other achievements as CFO included than four years. Earlier in his career, he was the corporate services, through his extensive work in He is currently a member of the Board of Directors of developing an effective and prudent financial management Projects Director of the General Authority of Health different sectors at Mubadala and Tawazun, where Abu Dhabi National Energy Company (TAQA), Abu Dhabi framework, implementing budgeting and reporting Services and also held a number of roles in the he worked prior joining the UPC. General Services Company (Musanada), Abu Dhabi Water & mechanisms, establishing a solid financial strategy to Directorate of Public Works. Electricity Company (ADWEC) and Abu Dhabi Transmission achieve financial sustainability, putting in place financial H.E. also worked with the Executive Affairs & Despatch Company (Transco). governance guidelines by rolling out an accounting policy H.E. Eng. Mohamed Mubarak Al Mazrouei is also a Authority – Abu Dhabi, and contributed to the and managing key merger activities. He also created member of Board of Directors of Abu Dhabi Ports establishment of the UPC in 2007, when his H.E. is the Chairman of Shuweihat Asia Power Company efficiency gains by leading initiatives in cost control and (ADPC). employment commenced with the organization. and President of the Supervisory Board of TAQA-Morocco. revenue increase.

Eng. Mohamed Al Mazrouei holds a Bachelor of Al Sahi holds a Bachelor’s Degree in Economics Prior to this, H.E. held key positions at Abu Dhabi Health Mr. Al Khoori also served as Acting Chief Human Resources Science in Civil Engineering from the University of and a Master’s Degree in Administrative Studies Services Company and Al Ain International Airport. Officer (A/CHRO) for a period, during which time he focused North Carolina, Charlotte, USA. from Boston University, USA. on managing the company’s human capital to create a culture Presently, he is an Advisor at Al Ain Distribution Company, of high performance within the organization. chairing ADWEA Capital Projects Committee and serving as a member of ADWEA Executive Committee. Prior to joining Abu Dhabi Airports, Mr. Al Khoori worked with leading organizations such as Thuraya Satellite He holds a Bachelor of Science in Civil Engineering from Telecommunication, UAE Central Bank and National Drilling United Arab Emirates University. Company (NDC) which is part of ADNOC Group. 15 Corporate Overview

17 Abu Dhabi Airports Company

Abu Dhabi Airports was formed in 2006 through a mandate from the Executive Council of Abu Dhabi to manage and operate Abu Dhabi International Airport and Al Ain International Airport, oversee its multi-billion dollar expansion plan, and to spearhead the redevelopment of Abu Dhabi’s aviation infrastructure. Abu Dhabi Airports plays an important role in the Government of Abu Dhabi’s Economic Vision 2030.

Today, Abu Dhabi Airports has expanded its portfolio of assets to include Al Bateen Executive Airport, Sir Bani Yas Island Airport and Delma Island Airport, along with a group of companies with diversified activities.

18 Airports

Abu Dhabi Airports manages and operates five airports.

Abu Dhabi International Airport Al Ain International Airport Al Bateen Executive Airport Delma Airport Sir Bani Yas Airport

In 1969, Abu Dhabi International Operating since March 31st 1994, Al Al Bateen Executive Airport is the first Delma Airport plays a vital role in the Operations to Sir Bani Yas Airport Airport (AUH) was opened in its first Ain International Airport is Abu Dhabi’s dedicated business aviation airport in development of the island, linking its support tourism to the natural island form at the heart of Abu Dhabi Island, second airport, and is located 18 km the Middle East and North Africa and local population to Abu Dhabi. located 250km southwest of Abu where it remained until 1982. In that outside of the city center of Al Ain. enjoys a strategic position in the heart Dhabi. year, a decade after the unification of of the city of Abu Dhabi. The airport the seven Emirates to form the United It plays a vital role as the location for currently has a stand capacity for up Arab Emirates under the patronage the UAE’s first aerospace cluster, to 50 private jets and operates on a and guidance of the late Sheikh Zayed Nibras Al Ain Aerospace Park. The 24/7 basis with fast turnarounds, no bin Sultan Al Nahyan, may his soul 5km² complex, jointly developed holding patterns and short taxi times. rest in peace, Abu Dhabi International by Mubadala Aerospace and Abu Airport was inaugurated at its current Dhabi Airports, brings together world- As part of its vision to lead the location 32km outside of the capital class aerospace manufacturers and business aviation industry in the city. suppliers, research and knowledge region, Al Bateen Executive Airport institutions, and educational and offers a Fixed Based Operations (FBO) AUH, the principal asset of Abu Dhabi scientific bodies. handling service, Munawala, which Airports, is one of the fastest growing brings together all of the requirements airport hubs in the world, currently for business aviation customers serving over 100 destinations in more visiting Al Bateen as a ‘one-stop- than 50 countries. shop’, under the management and co-ordination of a single highly trained Over the next decade annual customer service team. passenger traffic at AUH is expected to grow to over 45 million. To meet this growing demand, Abu Dhabi Airports is constructing the MTC, which will become the primary gateway for passengers traveling to Abu Dhabi. It is central to the long-term success of the aviation sector in the Emirate.

19 Subsidiaries

Abu Dhabi Duty Free experience, with a taste of true including Montreux Jazz Café, Munawala Arabian hospitality. CNN Traveler Café, Camden Established in 1984, Abu Food Co, O’Leary’s bar, Munawala brings together all of the Dhabi Duty Free is responsible With a selection of best- Negroni, Shawarmanji and Yum requirements for business aviation for managing all retail, food & selling cosmetics and Cha. customers as a ‘one-stop-shop’, beverage outlets and services skincare, electronics, the under the management and co- operating within Abu Dhabi world’s finest watches and Alongside these offerings ordination of a single highly trained Airports, reaching millions of jewelry, a premium choice of travelers can participate in a customer service team. passenger who arrive, depart confectionary goods and a series of exciting competitions. or transit through our airports dedicated fragrance boutique The ‘Spin and Win’ promotion Munawala currently operates every year. – offering some products offers prizes such as Duty Free at Al Bateen Executive Airport, exclusive to the Middle East vouchers or airline tickets to Al Ain International Airport, Offering an array of Duty Free market - Abu Dhabi Duty Free various destinations. Sir Bani Yas Airport, Delma Airport, products, luxury boutiques, provides a range tailored to and several UAE military airbases. high street stores, and theme- appeal to all. Abu Dhabi Duty Free also based dining outlets, Abu holds a regular cash prize Dhabi Duty Free provides To satisfy passengers’ taste draw, “Sensational Big Ticket”, an outstanding 24 hour a buds the F&B space includes and a monthly “Dream Car” day shopping and leisure a wide variety of options, promotion. Subsidiaries

Abu Dhabi Airports parks are purposely developed to • Marketing and Events The Gulf Center for developing highly qualified Free Zone (ADAFZ) attract industry clusters such as: • Knowledge and Aviation Studies (GCAS) aviation professionals. Development Abu Dhabi Airports Free Zone • Aerospace and Aviation GCAS is an IATA Authorized GCAS has also partnered (ADAFZ) operates its facilities at • Maintenance, Repair and Businesses operating out of Training Center and is the with leading international Abu Dhabi International Airport, Operations (MRO) ADAFZ enjoy duty and tax first ‘Gold’ member of ICAO organizations such as JAATO, Al Ain International Airport, and • Airport Services exemptions, 100% foreign TRAINAIR PLUS Programme. ACI, and ICAO to ensure that Al Bateen Executive Airport to • Airline Services ownership, no restriction on It is a center of excellence for industry best practices and drive private-public partnerships, • Aircraft Interiors repatriation of capital and airport and aviation training and leading-edge courses are investment and property • E-Commerce profits, zero custom duties, free is based in Abu Dhabi. brought to the Middle East. development. • Cargo Freight and Logistics zone registration & licensing, • Consultancy independent regulations, and It was established in 2009 by Through its own courses and ADAFZ comprises of dedicated • Technology and ICT a wide range of services within Abu Dhabi Airports, to lead the those of its partners, GCAS business, logistics and light • Transportation a ‘one-stop-shop’ free zone development of the aviation provides training solutions industrial parks functioning as • Warehousing and environment. industry in the United Arab to address the challenges of the one-stop service hubs. These Distribution Emirates and the region, by 21st century aviation industry.

21 Vision, Mission & Values Our Vision Our Mission Our Values To be the world’s We will achieve our vision by: At Abu Dhabi Airports everything we do is driven leading airports by the desire to realize our vision. group. Being an efficient organization with high Proactive & Ambitious performing people We strive to exceed expectations Understanding our customers and and achieve the highest standards stakeholders in everything that we do. Delivering world class airport services and infrastructure Innovative & Pragmatic Embracing a culture of quality and excellence We are creative in our approach Growing our business regionally and beyond to business and realistic about the Honoring our corporate and social goals that we set. responsibilities Focused & Accountable We are driven by clarity of purpose and take responsibility for our actions.

Collaborative & Responsive We are united in our approach to work and receptive to fresh ideas and perspectives.

22 Operational Performance Abu Dhabi International Airport 1 135 3 1st US Pre- 2 Runways VIP Terminal Check-in Terminals Clearance facility with CAT III B Abu Dhabi International Airport connects all corners of the desks in the Middle East capability world. Its strategic location, only eight hours flying time from 80% of the world’s population, makes it a global aviation hub and the perfect place to travel to and from. 850k 11.8k 100K 40k 43k Website visitors Followers on Followers Followers Followers every month Instagram on Facebook on Linkedin on Twitter

24 2016 was another record year for 2016 was another passenger traffic at AUH, with the highest passenger numbers ever, a total record year for of 24,482,119 travelers moving though its terminals. This was an increase of 5.1% passenger traffic on the 23,286,632 passengers in 2015. at AUH, with the Aircraft movements decreased slightly from 172,819 in 2015 to 172,069 in highest passenger 2016, due to the introduction of larger aircraft, such as the A380, on several numbers ever. Annual Passenger Figure routes, and a decrease in general aviation and cargo. a 30% increase, handling 1,474,436 travelers throughout the winter month. 2016 saw significant rises in traffic to and from a number of key destinations, such Our partner Etihad Airways produced as the United Kingdom, which increased strong results throughout 2016, which by 11.4%. India remained in top position, contributed significantly to the increase in with more than four million passengers passenger traffic at AUH. In fact, Etihad throughout 2016, representing a market Airways accounted for 76% of traffic at share of 18.1% and an annual growth of AUH throughout last year, more than 18.5 13.3%. million passengers. Traffic throughout Terminal 3, the home of the national airline Aircraft Movements The top five destinations were: India, rose to around 15 million passengers – a United Kingdom, Saudi Arabia, Germany 12.6% increase compared to 2015. and the USA. According to IATA, Middle East carriers Contributing to the significant rise in had the strongest regional annual traffic was the introduction of the Smart traffic growth for the fifth year in a row, Travel System, installed in Terminals 1 highlighting that aviation continues to and 3 in the first quarter of 2016. This be a growth sector for the region. They innovative system allows passengers to estimate that it is the third-largest market use automated check-in, bag drop and for international passengers with capacity boarding facilities, in addition to unmanned growing 13.7% last year, continuing to passport control gates equipped with outstrip demand. biometric verification functions and facial recognition technology. The expansion plans of Etihad, combined with Abu Dhabi’s status as the December 2016 was a particularly capital of the United Arab Emirates, and busy end to the year with 2,189,633 as an increasingly attractive business passengers traveling through AUH, and tourist destination, place AUH in the representing a 3.7% increase on right position as a world leading aviation December 2015. Terminal 3 experienced hub within this competitive market.

25 Passenger Experience – Better Service Through Technology

Abu Dhabi Airports is constantly looking at ways to innovate and provide passengers with a smooth, world-class travel experience. We endeavor to raise the bar on customer service at our airports through our commitment to international guidelines and benchmarking.

The comfort of our guests is our top priority. We want to set the standard for airport service, and to be known for our warm welcome, ease of use of our facilities, on-time performance of our airline partners and exemplary service across our terminals. As the number of people passing through our airports continues to rise, using modern technology is vital to ensure the smooth management of passenger flow. In March we launched Smart Travel at AUH which allows our passengers to check- in and move through Immigration and

Decreased processing times by 70%

26 Security, interacting only with innovative technology. We by giving travelers more time to enjoy the airport’s worked closely with Abu Dhabi Police and the Ministry of facilities. Ultimately such improvements contribute Interior on these pioneering ‘Smart Travel’ processes, and greatly to meeting the requirements of Abu Dhabi we are proud that we are staying ahead of the innovation Vision 2030 and the Abu Dhabi Plan, both of which curve and delivering the best cutting-edge solutions. This highlight travel and tourism as cornerstones of a new technology not only provides greater convenience diversified economy. for passengers, airlines and the airport, it also improves security by giving a more accurate and reliable source of We also successfully installed a new Automated passenger data. Tray Return System (ATRS) in 2016, to speed up the process of hand luggage screening at Terminal By the end of the year five million passengers had 3 in AUH. The new system allows for the processing registered to use Smart Travel. The system, the first of of more than four times the number of bags that its kind in the region, has decreased processing times conventional screening lanes do, reducing screening by 70%, and has increased passenger satisfaction wait times and congestion and providing a smoother

By the end of the year The ATRS allows for the processing of travel experience for passengers. Unlike the conventional system that allows only one passenger at a time to load their belongings into the tray, the ATRS provides four stations at which travelers can 5 million more than simultaneously prepare their bags for screening.

Abu Dhabi Airports will continue to contribute to passengers 4 times our nation’s aviation story by improving quality and operational efficiency through innovation. had registered to use Smart Travel the number of bags

27 Best Airport in the Middle East

Abu Dhabi Airports received two prestigious awards in the 2016 Airport Service Quality Awards (ASQ), given by Airports Council International (ACI). AUH was rated as “Best Airport in the Middle East”, and “Most Improved Airport: Middle East” for 2016.

The ASQ Awards recognize airports around the globe that demonstrate a commitment to providing an excellent customer experience and they are given on the basis of passenger surveys that are supervised by ACI. Passengers give their views on a group of services offered to them, as well as

rating their satisfaction with these services provided by the airport. The areas reviewed include airport access, check-in, security screening, retail facilities, and restaurants amongst other services.

Awards are then presented to those airports whose customers have rated them the

28 highest over the course of the year. As the US Preclearance awards are based on passenger feedback they are seen as the best vote of confidence In March 2016, the award-winning United in an airport’s services, and are thanks to the States Customs and Border Protection hard work and dedication of those working (CBP) facility at AUH welcomed its one across the terminals. millionth passenger.

Abu Dhabi Airports was the first airport in the Elizabeth Dail from Washington, departing region to join Airports Council International, on Etihad Airways’ flight EY131 to the trade association of the world’s airports, Washington DC, was the millionth and winning these two awards coincides passenger to use the unique facility, which with the tenth anniversary of the company’s allows immigration, customs and security membership with the organization. clearance procedures for arrival to the United States to be completed at AUH. The airport also won “The Airport of the Year Award” in the 10-30 million To celebrate this milestone Abu Dhabi passengers category at the Air Transport Airports, CBP and Etihad Airways News (ATN) Awards held in Salzburg, presented Ms. Dail with 250,000 Etihad Austria in March 2016. Guest Miles and an upgrade to First Class for her US bound flight. Airports were judged on several criteria for the award category including: airline, service quality, passenger friendliness, AUH is one of the few innovation and entrepreneurship, financial performance, and corporate social airports around the world, responsibility. and the only one in the

All of these awards demonstrate the Middle East and Africa to commitment of Abu Dhabi Airports to host a U.S. Customs and providing world-class service and reaffirm Abu Dhabi’s position as a world-leading Border Protection facility. aviation hub.

29 Al Ain International Airport

Aircraft movements dropped by 5% at Al Ain International 96,739 Airport (AAIN) in 2016 to 73,815, from 77,317 the previous 69,546 61,271 year, however, passenger traffic rose significantly by 58%, from 61,271 in 2015 to 96,679, due to the increased frequency of Air India Express and the commencement of Nile Air operations.

Annual Passenger Figure 2014 2015 2016

30 Over the last year several key projects at AAIN have been Over the last year completed, including the refurbishment of the VVIP lounge and the ATC Tower, and the development of phase 2 of the Cargo Terminal. The passenger terminal is due to be refurbished and several key projects several other expansion projects are underway or about to begin, at AAIN have including: • The design and construction of a new administration and crisis management building been completed... • Expansion of the apron and widening of two taxiways • New VVIP lounge • Refurbishment of North and South Fire Fighting Stations

31 In addition, several stakeholders have between the UAE and Egypt and builds Al Nibras also undertaken projects in the last year, Ain’s prominence as a growing international which include: tourist destination. Nibras Al Ain Aerospace Park is a multi- • Creation of Advanced Military faceted development that is supporting Maintenance Repair and Overall Airbus Hot Weather Testing the establishment of a sustainable Center (AAMROC) Facility aerospace industry in Abu Dhabi. Jointly which includes hangars, hard Aircraft manufacturer Airbus returned created by Abu Dhabi Airports and stands, taxiway, HQ, and to Al Ain International Airport in 2016 to Mubadala, and in line with Abu Dhabi associated infrastructure; begin a series of hot-weather testing for Economic Vision 2030, Nibras is a • Expansion of Etihad airside two new airplanes. key driver in diversifying the Emirate’s facility; economy. • Cloud seeding facility – The team spent several periods over expansion of the apron and hot months of the year conducting their Nibras is currently home to several sheds; and exercises to ensure that the aircraft aerospace manufacturing and service • Nibras infrastructure and utilities operated as expected in extreme providers, and is opening its doors to project. weather conditions. other international aerospace organizations and key industry leaders. By co-locating During 2016 the number of airlines Air Aerobatics Show aerospace businesses in Al Ain, Nibras operating from Al Ain International Airport maximizes the synergies across the value increased, bringing the total to three. In For several years Al Ain International chain and focuses effort in one place. March, Air India Express increased its flights Airport has been the home of the UAE’s to four flights per week, operating to several air aerobatics show – hosting some of Nibras Al Ain Aerospace Park is a free zone destinations in Southern India. In July, the world’s best aerobatic squadrons and offers tenants the opportunity to fit into Egyptian based carrier, Nile Air began flights including the UAE Air Force. The event an integrated community of aerospace to and from the city, its first destination in the is supported by the airport team via and technology industry players that will UAE, linking Al Ain with Cairo International the provision of landside and airside continually deliver innovation creating a Airport four times a week. The service further facilities, ground support, ANS and long-term sustainable environment for strengthens the tourism and business ties emergency services. profitable growth.

Some of the tenants include:

32 Al Bateen Executive Airport

Al Bateen Executive Airport (ABEA) has shown major 303,284 growth during 2016, a particularly busy year for the airport. 191,242 188,793 Passenger traffic increased, the airport hosted the 4th edition of Abu Dhabi Air Expo, an international aviation event which was part of Abu Dhabi Aviation and Aerospace Week, and ABEA welcomed back Solar Impulse, the first solar powered plane to circumnavigate the globe. ABEA also opened a new VVIP terminal and Security Operations Centre, signed an MOU with Paris Airport, and a partnership deal with one of the major automotive brands, Bentley. Annual Passenger Figure 2014 2015 2016

33 Passenger Traffic Air Expo 2016 Aviation and Aerospace Week, and worked in Conference & Exhibition (MEAC), which was held coordination with the other entities involved to at the Gulf Center for Aviation Studies (GCAS). Al Bateen Executive Airport, the first exclusive In March 2016, Air Expo returned to Al Bateen ensure its success. The week also boosted This inaugural conference highlighted key business aviation airport in the Middle East Executive Airport as part of the region’s first Abu traffic to ABEA and helped to place Abu Dhabi issues facing this dynamic industry, such as the and North Africa (MENA) region, saw 65% Dhabi Aviation and Aerospace Week, which on the general and private aviation map. challenge of securing human capital. Two of the year-on-year growth in passenger traffic was held under the patronage of His Highness conference discussions centered around how to figures in 2016, surpassing its previous General Sheikh Mohammed bin Zayed Al The main event under Al Bateen’s guardianship develop national talent, and ways to attract more performance in 2015. Nahyan, Crown Prince of Abu Dhabi and Deputy was the Abu Dhabi Air Expo which brings women to the aviation and aerospace sectors. Supreme Commander of the UAE Armed Forces together major players in aviation, enabling November once again bought in the and the Chairman of the Executive Council of attendees to discover the industry’s latest One of the highlights of the week was the highest passenger traffic due to F1, with Abu Dhabi Emirate. developments and innovations. The 2016 event signing of a memorandum of understanding a total of 29,681 travelers which included also included the Abu Dhabi Heli Show and between Abu Dhabi Airports and Aéroports

140 executives, F1 team members, and The Abu Dhabi Aviation and Aerospace Week Middle East Aviation and Careers Conference, de Paris (ADP), paving the way for extensive government officials. brought together a collection of world-class both being held for the first time. collaboration between Al Bateen Executive unique and innovative exhibitions, conferences Airport with Le Bourget-Paris Airport. The Sheikh Zayed Terminal accounted for 280,800 and seminars, across all aspects of aviation Air Expo 2016 occupied nearly 60,000m2 two airports will work together on a variety of of all arriving passenger traffic throughout the and aerospace, from general and commercial of space with manufacturers and suppliers aviation industry issues, focusing in particular on year, with the remaining proportion of travelers to military. The week included several events exhibiting the latest private aircraft, helicopters, customer service, technology and sustainability. passing through the VIP Terminal. including: the Abu Dhabi leg of the Redbull Air airport equipment and services, avionics, and They aim to share critical information and news Race; UMEX, the region’s leading unmanned providing information on insurance and financing. around trends in civil aviation administration and The steady influx of passengers at Al Bateen systems exhibition and conference; the Global policies, and will conduct personnel exchange Executive Airport is testament to its world- Aerospace Summit; Abu Dhabi Air Expo; and the A number of aircraft made their debut at the programs to foster human resources with global class services, top-quality facilities and Middle East Aviation Careers Conference. show, including Etihad’s Boeing Dreamliner 787. skills and improve training capabilities. strategic location as the region’s first airport tailor-made for business aviation. The Al Bateen Executive Management Team Running alongside the three-day show for the Air Expo attracted 6,500 visitors with 57 aircraft was part of the organizing committee for the first time was the Middle East Aviation Career on display and 155 exhibitors.

34 A World First circumnavigate the globe without using Japan, the United States, Spain and Egypt. any fuel. Over its entire mission it completed more than 500 Over its entire mission it In 2015 an exciting project started from Al Bateen flight hours, cruising at altitudes of up to 9,000 meters completed more than 500 Executive Airport (ABEA). Pilots Bertrand Piccard With the airport closed from 3.00am to 7.00am the and at an average speed of between 45km/h and and André Borschberg, took off from the city aircraft had chance to glide safely onto the runway, 90km/h. flight hours, cruising at airport to attempt to be the first to circumnavigate welcome by a waiting crowd from around the world and altitudes of up to 9,000 the globe in a solar powered aircraft, to promote a host of VVIPs including Dr. Sultan Al Jaber, Minister of The Solar Impulse project was brought to fruition with meters and at an average the use of renewable energies. State and Chairman of Masdar, Dr. Thani Bin Ahmad Al the hope of promoting clean technologies in aviation, Zeyoudi, Minister of Climate Change and Environment, and reducing carbon emissions. speed of between 45km/h In July 2016, Al Bateen Executive Airport was and H.S.H. Prince Albert of Monaco. and 90km/h. home to a world first. 17 months after it took After arriving safely at Al Bateen, Solar Impulse was off from the airport, Solar Impulse II landed The plane had 16 stop overs on its 40,000km dismantled and stored at the airport until it was back at ABEA and became the first aircraft to journey, including Oman, India, Myanmar, China, shipped back to Switzerland in November 2016.

35 VVIP Terminal Every aspect of the At the start of 2016 Al Bateen Executive Airport’s new VVIP terminal opened, for the exclusive use of royalty, visiting heads building’s design, of state, ministers, senior diplomats, and high level business executives. development and

The distinctive curved roof of the new VVIP facility is inspired finish has been by the iconic design of the Midfield Terminal Building (MTB) currently being constructed at Abu Dhabi International delivered to the Airport. The 2,200m2 terminal has the same ultra-modern appearance and, like the MTB, it has been constructed to strict highest standards, sustainability guidelines, receiving a 3 Pearl design rating from Estidama - Abu Dhabi’s Urban Planning Council. in keeping with the

The terminal is a stand-alone structure, with its own dedicated airport’s desire to carpark, immigration services, and passport facilities. provide passengers The interior of the building has been configured to the highest possible specifications, catering to all the requirements to be with the best expected by VVIP passengers. These include an open majlis, private majlis, presidential suite, meeting rooms, offices and possible service. male and female prayer rooms.

Every aspect of the building’s design, development and finish has been delivered to the highest standards, in keeping with the airport’s desire to provide passengers with the best possible service.

36 Security Operations Center It is supported with backup generators Munawala and UBS batteries which guarantees In 2016, Al Bateen Executive Airport worked 24/7 operations even during any power At the beginning of 2016 Dhabi Jet was with its stakeholders to build a state of the interruptions that may occur. rebranded as “Munawala” – meaning art Security Center to enhance security at “handling” in Arabic – to reflect the fact that the airport. Agreement with Bentley the company had evolved into a fully-fledged ground handling service provider. This building homes the CCTV operations Al Bateen Executive Airport signed a two- center which is monitored 24/7 by the year agreement with Bentley to be the official Munawala is headquartered in Al Bateen Airport Police. It also has a fully equipped car partner at the airport. Their cars are used Executive Airport and is a service provider offering Crisis Management Center and additional to transport passengers to and from aircraft a ‘one stop shop’ contact point focused on offices for the CCTV maintenance team. and the VVIP lounge. delivering exceptional customer service.

37 The key offerings of Munawala are: • Fast and seamless transition time from arrival to departure • Spacious and luxurious Executive Terminal with opulent private lounges • Meeting & conference facility • Ramp access from aircraft to terminal by luxury car • Onsite Immigration & Customs support • Fast and private baggage screening • Secure car parking • Onsite gourmet catering provider

In 2016 Munawala began passenger handling operations at Al Minhad Airbase, and was awarded a contract as the ground handling agent for Nile Air which began operating from Al Ain International Airport.

Munawala also began to provide customer service staff in the new VVIP Terminal at Al Bateen Executive Airport.

In November 2016 Munawala provided the ground handling support for loading the Solar Impulse II onto a cargo plane for its triumphant return to Switzerland. This complex logistical request involved arranging were completed to maintain GCAA for the use of special main deck loaders certification requirements. At the beginning of 2016 to be in position, which are not normally in place at Al Bateen Executive Airport. Delma Island Airport Dhabi Jet was rebranded as

Sir Bani Yas Airport At Delma Island Airport, passenger “Munawala” – meaning “handling” traffic and movements were up in Arabic – to reflect the fact that Passenger Traffic was down in 2016 in 2016 by just over 11% on the due to upgrades being undertaken. Abu previous year. Delma Airport received the company had evolved into Dhabi Airports is investing in an ambitious the Air Traffic Services certificate expansion project to redevelop the airport’s from GCAA ANA, along with a fully-fledged ground handling main terminal, and the seaplane and boat Greenfield License Authorisation terminals, converting them into state-of- from the GCAA. These allowed us service provider. the-art facilities. In 2016 a new fire station to take over the Delma Airport ATS was built and upgrades to the runway from the Military.

38 Financial Performance Delivering Sustainable FY15 due to enhanced revenues Results from aeronautical business and cost reduction across the group. 2016 was a challenging year for the Middle East aviation industry. A number Abu Dhabi Airports will continue to follow of factors, including an austerity the path of excellence and drive up drive by the Chinese Government, revenues through better value offerings, demonetization of the Indian currency, higher service standards, backed by weakening commodity and foreign exchange markets, coupled with an uncertain political climate such as Brexit, cast their shadow on the global The prudence economy in general and on the region’s air travel in particular. AUH was no of ADAC Group’s exception. Despite these challenges we managed to close the year with 24.5 subsidiaries, million passenger movements at a year- on-year growth rate of 5% and 172,000 divisions, and air traffic movements at a year-on-year growth rate of 2%. departments has

Against this softened passenger been instrumental backdrop, ADAC clocked in a credible performance for 2016 increasing in keeping revenue by 23% as a result of the introduction of new charges and operational costs continued effort by our commercial team to further enhance the commercial under control. potential of AUH. 2016 saw a strong performance of the aeronautical business and effective management of strong marketing campaigns. A razor- our non-aeronautical concessions. sharp monitoring of operational costs will also be maintained to positively impact ADAC Group’s operating expenses the EBIDA. decreased by 0.2% in FY16 as compared to FY15. The prudence of Operating Revenue ADAC Group’s subsidiaries, divisions, and departments has been instrumental ADAC Group’s operating revenue in keeping operational costs under grew by 23%, driven mainly by a solid control. performance from the aeronautical business, supported by an enhanced On the operating profit front our EBIDA contribution from Abu Dhabi saw a 121% growth compared to Airports Free Zone and the property

40 businesses. This robust aeronautical revenue performance helped to mitigate lower commercial and miscellaneous revenues, largely as a result of operating AUH passenger facilities significantly over capacity.

Aeronautical revenues grew by more than 50% mainly as result of the introduction of new passenger charges. This was despite changes in passenger mix (originating vs. transfer) compared to 2015.

The non-aeronautical revenues rose by 5% year-on-year despite a lower than expected increase in passenger numbers and capacity constraints in our terminals. In the Retail Duty Free business, the Credit Line grew 30% to emerge as a top category, making up for shortfalls in other core categories.

We have also taken first steps to venture into the e-commerce space with the launch of our online Duty Free site to enable travelers to browse and shop online from wherever they are, prior to their arrival at the airport. Our anchor retail sentiment worldwide has been observed Operating Expenses International Airport and Al Ain International campaigns like “Scratch and Win” and to be rather low, both on and off the Airport is a key contributor to the increase ADAC Group exceeded “Summer in Abu Dhabi” (done jointly airports. Among other non-aeronautical ADAC Group’s operating costs reduced in outsource services costs. In addition, in collaboration with the Abu Dhabi businesses, a strong uplift in income by 0.2% due to a decrease in staff and facilities management costs increased due its 2016 EBIDA target, Tourism & Culture Authority) were was achieved in the businesses of the other costs. There was an increase in to a one off transition cost. recording a growth of particularly well received. VIP terminal (500%+), car rentals, outsource service costs. foreign exchange, baggage wrap EBIDA / Operating Profit more than Our F&B business was impacted (30%+ each) and lounges (10%+). Staff costs reduced due to a hiring adversely by a reduction in voucher Other contributors are rental income freeze implemented in 2016; savings in ADAC Group exceeded its 2016 EBIDA sales by airlines. Spend per passenger from new Nibras Al Ain Aerospace training costs; and changes in staff health target, recording a growth of more than for retail and F&B concessions fell. contracts, increase in advertising insurance and duty travel allowances. 120%, due to strong revenue growth income and revenues from free performance and razor-sharp monitoring 23% The Duty Free and retail consumer zone services. The increase in ANS costs at Abu Dhabi of operating costs.

41 Commercial Performance additional space, and the introduction of The online store, which offers around 1000 Khiels and Urban Decay. of the most popular products varying from beauty, fragrances, food and confectionery The Terminal 3 stores were also given a to jewelry, sunglasses, watches, souvenirs, revamp, with an upgrade to our major beauty and toys, allows passengers to select their house, delivering the best possible brand desired items online and pick them up from experience. And in Q3, passengers were designated collection points conveniently delighted by the new Khiels and Urban located inside Abu Dhabi Duty Free. Decay counters which joined another new Products are available for guests departing, household name - Benefit! arriving, or transiting through the airport, and those who are using the exclusive VIP Over 2016 the number of flights to the Terminal. US using the US Pre Clearance Facility increased in frequency, which led to the Online orders can be made between two facility’s Duty Free store nearly tripling in size, weeks and up to four hours before a flight. enabling us to offer a much wider range of By using the website passengers can shop Duty Free products. efficiently and spend more time enjoying the other facilities on offer at the airport. In June the passenger experience at AUH was further enhanced by the launch of Abu Just four months after it launched, the Dhabi Duty Free’s website, www.addf.ae, website was named “Best in Class” in two which enables travelers to browse and shop categories - E-Commerce and Consumer online from wherever they are, prior to their Goods - by the Interactive Media Council. arrival at the airport. Creating Unique Retail enhance our passengers’ experience as Experiences they arrive or leave the capital.

Abu Dhabi Airports is committed to working In Duty Free, several new stores opened with leading partners in travel retail to their doors in 2016. Terminal 1 welcomed introduce exclusive promotions and offers the addition of a multi-branded sunglass that guarantee an unparalleled shopping store and a fashion watch boutique, bringing experience for our passengers. a large selection of popular brands.

With more passengers traveling through Following extensive market research a multi- AUH, the retail side of the business has category supermarket was opened, which been consistently busy, in spite of the global proved to be extremely popular, retailing financial situation and currency fluctuations. lower priced food, confectionary, beverages & tobacco, specifically tailored to a very While the whole company works towards important segment of our passenger base the opening of the state-of-the-art Midfield from the Asian subcontinent. Terminal, all areas of the business have still been focusing on the strategy of continual On the lower level of Terminal 1 the impressive improvement of our existing terminals to beauty brand line up was extended with

43 During the summer season, Abu Dhabi Duty Free provided passengers with a fantastic shopping experience with a number of promotions, retail exclusives and culinary treats. Offers include ‘Spend & Win’ promotions across all shops throughout the airport. Sharaf DG and Pure Gold also introduced special products and deals during the summer months.

Travelers wanting to stock up on some traditional goods before flying home have been able to visit the new “Souk” area in Terminal 3, which sells a range of local handicrafts and edible gifts. During the summer season, there were further treats with Arabian entertainment such as oud players, henna artists and sougha weavers demonstrating their talents.

Dining Experience security of a familiar concept away from home.

Abu Dhabi Airports continued to develop and Outside of the terminal buildings, the Al Ghazal improve the range and quality of food and Golf Club, the only sand golf club in the beverage on offer throughout 2016, in line with Emirate, and another asset of the commercial the demands of the changing demographic of arm of the business, benefited from a full passengers traveling through its terminals. refurbishment of its Club House, restaurant, gymnasium and members’ facilities. In Terminal 1, “Jaipur”, a competitively priced Indian food outlet was opened to offer great value We will continuously adjust and improve our for money options targeted at those passengers commercial offerings where necessary to cater to traveling to and from the Indian subcontinent. the diverse needs of our passengers. In addition, we will bring in new and exciting brands to Abu “Pret to Go” also opened its doors in T1, Dhabi Airports to enhance the overall shopping providing fresh sandwiches, drinks and snacks and lifestyle experience. Our aim is to elevate the for customers to eat in or take away. airport experience to the next level by offering our guests irresistible shopping deals and delectable In Terminal 3, the opening of Cinnabon and F&B options. We have a large passenger Costa Coffee proved extremely popular. Both are demographic and we take special care to ensure strong well-known brands, and have proved that everyone’s preferences and tastes are a hit with those looking for the comfort and accommodated to the highest of standards.

44 Transforming the Airport outlined for the bidders were: experiential Dining Experience dining – adding experience to the occasion; customization – giving customers Once operational the MTB will provide a the chance to interact and be involved number of world first exclusives in terms with the end product; casualization – of its F&B offering, including celebrity chef providing familiar yet outstanding dining inspired outlets unique to AUH. These environments, whilst offering a wide menu innovative ideas will be spread across more selection; and personalization – present than 11,300m² of dining space. brands that resonate with diners and make a personal connection. In addition, we The F&B offering at the MTB will challenge the challenged bidders to capture the essence very perception of F&B retailing in an airport of Arabian hospitality. environment thus far and will set the benchmark for dining concepts moving forward. The winning concessionaires were those that demonstrated their ability to deliver Over 80 concessionaires submitted on the vision behind it all: providing more than 250 brands to Abu Dhabi spectacular ideas that will translate into Airports when the process began sensational experiences, and exceeding to select the F&B providers back in the expectations of our business partners April 2015. Bidders were required to and customers alike. produce spectacular and innovative ideas that would put an emphasis on In May 2016, we awarded the concessionaire enhancing passenger experience above contracts for Abu Dhabi Airports’ MTB F&B all else. Solutions outlining authentic, outlets to four world-class retailers: Lagardère technological and sustainable details Capital, HMSHost International, SSP, and were sought, which would reflect Abu Emirates Leisure Retail (ELR). Dhabi’s renowned hospitality, to further cement the capital’s status as a top-tier These four globally renowned companies destination. join the Duty Free Concessionaries announced at the end of 2015: Aer Rianta The four main concept pillars that we International and Lagardère Capital.

45 Abu Dhabi Airports Free Zone company and the selection of activity, all the way to the leasing of a facility and licensing. Abu Dhabi Airports Free Zone (ADAFZ) is ADAFZ provides the following facilities: a subsidiary of Abu Dhabi Airports. ADAFZ began operating towards the end of 2012 • Light Industrial Units (LIU) and has been able to attract significant • Executive offices global attention. It is home to more than • Executive desks 180 Free Zone companies from around the • Flexi-desks world. ADAFZ districts spread across an • Partially fitted-out offices area of 88.3 km2 at: • Plots of land for development • Retail and showroom spaces • Abu Dhabi International Airport • Al Bateen Airport Logistics Park • Al Ain International Airport The Logistics Park spreads over a total area Enterprising businesses are given the start- of 114,000m2. The first phase of the park up support they need to establish their hosts 100 Light Industrial Units (LIU) offering corporate legacies. By providing a wide value-added services specific to logistics, range of options, ADAFZ gives businesses freight, warehousing, storage, distribution, the freedom of choice they require to find assembly, import & re-export, and light the best solutions to all their business industrial sectors. requirements. At ADAFZ, businesses are guided from the earliest stage of filing The LIUs can be leased in multiples of 360 applications, to the registration of the m2, up to a floor area of 2,880m2 under one roof. By the end of 2016 Logistics Park was 95% occupied.

VISAS

LICENSES

46 Business Center Business Park

The Business Center’s fully furnished offices The Business Park consists of a cluster of are equipped with latest ICT systems & commercial buildings located adjacent to technologies, enabling customers to operate Abu Dhabi International Airport’s Terminal 3. in a dynamic business environment. It offers an extensive range of serviced business The Business Park One building is a units of various sizes to suit all requirements: four floor grade-A building designed and built in accordance with the • Executive offices Abu Dhabi Urban Planning Council’s vision • Executive desks for Estidama 2 Pearl status. It offers utmost • Flexi-desks convenience and business efficiency for • Executive conference rooms companies looking to work within an airport and Free Zone environment By the end of 2016, 80% of the offices and and attain easy access to thriving 75% of the desks were occupied. global markets.

Facts and figures for 2016 1,620 799 FREE ZONE NEW VISAS EMPLOYEES

28 99 NEW RENEWED LICENSES LICENSES

47 All tenants of Some of ADAFZ’s customers: ADAFZ have access to a package of Free Zone incentives including full duty and tax exemptions, 100% foreign ownership, and the ability to repatriate capital and profits.

At the close of the year ADAFZ had 181 All tenants of ADAFZ have access to companies from 31 countries in operation a package of Free Zone incentives under its wing, with 28 joining in the past including full duty and tax exemptions, year. 100% foreign ownership, and the ability to repatriate capital and profits. They ADAFZ has significantly contributed to also have a broad spectrum of integrated the non-oil foreign merchandise trade services, including company registration, in the Emirate of Abu Dhabi, with AED licensing, leasing, rapid visa processing, 4.67 billion imported into the Emirate facility management and customs via ADAFZ’s Logistics Park in 2016, and facilitation. Our ‘one-stop-shop’ approach re-exports valued at AED 6.26 billion for aspiring tenants was augmented in in 2016 and a growth rate of 1182% 2016 by the opening of an office of the compared to 2015. General Directorate of Residency and Foreigners’ Affairs. Companies now operating from ADAFZ include in-flight catering, logistics and ADAFZ is clearly a significant driver for warehousing, cold storage, technology foreign direct investment, helping to & ICT, aircraft chartering, e-commerce, position the Emirate as an international and management consultancy center for aviation, logistics, and providers. technology.

48 Construction Progress Midfield Terminal Building A Mega Project in the Making

The Midfield Terminal Building (MTB) will be the one of the Capacity of 19,200 Bags/hour largest passenger terminals in the world, and one of the over 3,400 Short term spaces 106 Passenger boarding bridges Baggage handling capacity region’s most architecturally impressive structures. The 30 MMPA 1,500 Long term spaces terminal building will be 742,000 m2 in size and visible from more than 1.5km away. 156 319m 35,000m2 52m 48 65 Check-in Roof span at Retail and Ceiling height Self-Service Contact The MTB, which is set to become the primary gateway for counters widest point F&B space at highest point counters Gates the national carrier Etihad Airways and its partners, will also include cargo and catering facilities, utilities, and related infrastructure. It is situated between the two runways at 180m 30,000m2 742,000m2 1 6 14 AUH allowing for the shortest possible journey from runway Longest Lounge space Gross area Transit Hotel Levels Remote to parking stand and a quicker and smoother experience arch span stands for passengers.

50 Construction work on the Midfield Terminal Building (MTB), the key component of the The year began Midfield Terminal Complex (MTC), one of the most impressive structures currently under with the successful construction in the Middle East, progressed further over 2016. pressure testing

The year began with the successful and unveiling pressure testing and unveiling of the building’s completed District Cooling of the building’s Plant, one of the biggest such facilities in the UAE. With a total capacity of 55,000 completed District metric tons of refrigerant, the District Cooling Plant will provide air conditioning Cooling Plant, one for the MTB through 18 chillers and two thermal energy storage tanks. The of the biggest such district cooling system meets rigorous international green building standards and facilities in the utilizes innovative technology to increase energy efficiency and provide sustainable UAE. air conditioning for the MTB.

As summer approached, two of biggest points were used around the building for milestones in the project were reached. support while the process was underway. In May the steel structure of the central Once that was done, the construction processor roof was finished following the team began to clear the 50 support installation of the last piece of metal. With towers under the roof, which took them the main steel structure completed, work several more weeks. began on reaching the next milestone, the de-propping of the final arch in the roof, 2016 also saw good progress made on the which was finished in June. primary and secondary roads servicing the building and the substantial completion of The spectacular roof structure which the carpark structure. comprises of 18 steel arches, is a complex piece of engineering. The arches were put The APM tunnel connecting the MTB to in place and propped for support. They future buildings was complete by end of then had to be de-propped once the roof 2016. was completed so that the structure could become completely self-supporting. By the end of the year the enveloping of all four piers was substantially complete, The de-propping process took several fit out had commenced on piers, and months of hard work. The final de-prop work had begun to enclose the central in June took three days and 90 jacking processor area.

51

Airside Development Program a quick response in an emergency Directorate and the General Civil Aviation potential hazards that could occur in an Work began on a project to update the airfield situation. Authority. It will be equipped with five airport and its surrounding environment. lighting control management system in order One of the key projects completed response vehicles, and 20 firefighters. to improve operational efficiency and safety, during 2016 as part of the Airside The impressive facility was developed in 2016 also saw the complete particularly during low visibility conditions. Development Program was the collaboration with all relevant bodies and The new fire station is a key facility for the refurbishment of the southern runway and construction of the fifth fire station at the construction and operational plans expansion plans of the capital’s airport the start of work to construct a tunnel 12 additional parking stands became AUH. This 4,100m2 facility is centrally for the new fire station are fully compliant and it has been designed in line with connecting the MTB with the Southside operational at AUH during the course of the located between the airport’s two with the regulations and requirements optimum safety and security standards, to Terminals 1&3, which will be finished in year, providing additional stand capacity for runways to enable its team to provide of the Abu Dhabi Civil Defense General handle dynamic emergency situations and 2017. the airport.

52 Southside Terminals • 1,000m2 of additional passenger screening was resulting in the slow Enhancement Program holding space in T1 flow of passengers due to the low • Expansion of transfer baggage facility throughput capacity of manual baggage The Southside Terminals Enhancement to allow more efficient processing screening in a stand-alone arrangement. Program (STEP), was substantially and increased handling capacity for By removing it and establishing a completed in 2016. transfer baggage baggage screening check point in • Construction and opening of T3 Airport the T1 baggage handling system, a The Southside Terminals are the existing Management Center, a 1,300m2 passenger bottle neck was removed Terminals 1, 2 and 3 at AUH. This program building, integrating all key operations and travelers can now move directly included: management into one area to the check in counters upon arrival in T1. It has also resulted in increased • Increasing check-in capacity in T3 One of the most significant improvements baggage throughput capacity to 2,400 by adding 24 new counters, bringing made as part of STEP was the removal bags/hour and enhanced baggage the total number to 57 of the front of house baggage screening processing which reduced the rate of • Minor improvements to T2 prior to check-in in T1. Front of house rejected bags.

53 Our People Attracting and Nurturing Talent 1223 50.37% Emiratization is one of the distinguishing features of ADAC Emiratization Abu Dhabi Airports’ sustainable growth and development Employees Percentage plan and the recruitment and retention of UAE National talent is integral to our success. At the end of 2016, our Emiratization level was 81.25% within the senior management and executive team, while the total Emiratization percentage was at 50.37%.

In parallel with our Emiratization goals, we have also developed a National Development Program (NDP) for employing and training UAE graduates. A total of 38 graduates have now been confirmed into permanent roles in all departments across our organization.

55 Gulf Center for Aviation GCAS, together with its partners, can Studies (GCAS) deliver more than 300+ courses, catering to the growing aviation and airport Abu Dhabi Airports nurtures the talents training requirements, not just within our of our employees to realize their full own business, but also externally. The potential so as to allow them to grow organization’s central location in Abu together with the company. GCAS Dhabi, state-of-the-art facilities and access is leading the way in providing and to a major operational airport, makes it developing effective training solutions an extremely attractive training partner for and globally recognized accreditations organizations from all around the world. which will support Abu Dhabi Airports’ efforts in recruiting and retaining high Abu Dhabi is now a well-established global quality, talented individuals who will aviation hub, which continues to grow, continue to be the foundation of Abu creating a need for well-trained aviation Dhabi Airports’ future success. professionals. We will continue to invest in our workforce by developing them through GCAS is unique. It is the only integrated knowledge and skills upgrading. aviation training organization in the Middle East that has the endorsement Delegate Statistics from four major aviation organizations – The International Civil Aviation 2016 was a busy year for the team at Organization (ICAO), Airports Council GCAS, with more than 15,000 delegates International (ACI), the International Air equating to over 29,000 training days Transport Association (IATA) & the Joint during the year (+10% growth over 2015). Aviation Authorities Training Organisation (JAA TO), and is also certified by the UAE While the overall number of ADAC compensated by an increase in external General Civil Aviation Authority (GCAA). delegates was 2,141 (down from 3,312 GCAS is unique. It delegates to 2,706 delegates (from 2,438 handled in 2015), this shortfall was in 2015) attending courses at GCAS and by is the only integrated the number of leasing delegates growing to 10,181 (from 7,888). March was the busiest GCAS Delegate Statistics aviation training month of the year with more than 2,100 delegates being managed at the center! organization ADAC Training Coverage

in the Middle East that • More than 88% of the ADAC delegates who trained at GCAS attended has the endorsement technical courses during 2016 with the from four major aviation remaining 12% of delegates attending 2,141 2,706 10,181 15,028 soft skills and leadership courses. Internal External Lease Total organizations. • The average training hours for ADAC employees was 23 hours. Delegates Delegates Delegates Delegates

56 From 2009 to the end of 2016, GCAS Partnerships • UAE GCAA – Recertification from Airport Emergency Services Training Days 23,672 ADAC staff have been trained GCAA as an approved Dangerous at GCAS, 11,162 external delegates GCAS has worked closely with all its Goods Training Center and an Aviation have been trained and 25,788 lease key partners in 2016, building further Security Center (AVSEC). GCAS also delegates have used the premises. on collaborations and sharing of best has an MOU with the GCAA for delivery practices. of courses to other countries as part UAE A major area of focus at GCAS is to • ICAO TRAINAIR PLUS – GCAS of the GCAA’s initiative in promoting 1,171 ensure that we groom and develop is pleased to have worked with aviation best practice. UAE talent to handle critical as well as ICAO TRAINAIR PLUS program in Total specialized roles within the airport. To jointly developing the “On The Job” • GCAS delivered a Dangerous Goods this extent, we are pleased to report instructors course, which is now CAT 6 initial session to members of Expats that 84.2% of all UAE nationals working available globally from the ICAO the African Civil Aviation Commission 279 1,450 in ADAC received training in 2016. TRAINAIR PLUS library. (AFCAC) in Niamey, Niger as part of the MOU, hosting delegates from One of the highlights of 2016 was • GCAS is the only regional training 15+ different African countries. in providing training support to the center of excellence (RTCE) Aiport Emergency Services team approved for Air Transport, Flight & • ACTVET – GCAS is accredited by to ensure that all fire fighters, new Ground Safety & Aerodromes in the Abu Dhabi Centre for Technical and joiners and existing staff, were fully Middle East. Vocational Education and Training trained in accordance with regulatory (ACTVET), who oversees the of requirements. • GCAS has also worked with a quality of training organizations within number of organizations in Saudi the Emirate of Abu Dhabi. Training Sessions Arabia, India & Qatar on their course validation and development • GCAS managed a total of 403 requirements. training sessions in 2016, out of which 206 were for ADAC training • Airports Council International (ACI) – requirements and 197 were for GCAS has worked closely with ACI external clients. to deliver the Global Safety Network • A total of 116 different topics were (GSN) diploma as well as other airport delivered during the year. related courses.

External Clients • JAA TO – review of the partnership agreement with JAA TO to ensure • Delegates from more than 116 a more proactive and profit focused organizations attended training either approach. in GCAS facilities or onsite at their own locations. • IATA – GCAS worked closely with • GCAS trained delegates in a number IATA to deliver Dangerous Goods of external locations ranging from training and has been recognized as Niger, Saudi Arabia, Oman, and Qatar one of the leading Authorized Training to Swaziland. Schools (ATS) in the Middle East & North Africa.

57 Specialized Programs Performance Management

The GCAS team has worked closely with different Performance management is a key part of departments within ADAC to support and assist ADAC’s HR cycle and the talent development them with specific training requirements; a few of goal for 2016 was two-fold; the initiatives are outlined below; • To implement a new performance • Introduction to Environment, Health and management system (PMS). Safety focused on the requirements of Abu Dhabi Occupational Safety and Health • To ensure that all ADAC employees’ Center (OSHAD) performance objectives were aligned to those of the company. • A380 Aviation Fire Fighting – targeting AES delegates The performance management methodology was also updated moving away from a pure • Aviation Security – various modules from competency based focus to an ADAC value awareness to management level based performance review. A total of 1,204 ADAC staff were covered under the PMS. • Advanced Lead Auditors course - Quality department In 2016 the following were achieved:

• Certified Management Accountant (CMA) – • New PMS system successfully rolled out; for finance staff • Awareness sessions conducted for all • Certified Procurement Professional (CPP) – ADAC employees; procurement staff • Accountability & Objectives set for all ADAC • Airport Management Professional employees (100% compliance). Accreditation Program (AMPAP) – Airport leaders • Year-end Performance Review successfully managed. • International Financial Reporting Standards (IFRS) Learning Management System

• Franklin Covey - The Seven Habits of Highly In parallel to the implementation of the new PMS Effective People / Managers system, a new Learning Management System (LMS) was launched to ensure that the company • Franklin Covey - Leading at the Speed of moved from a paper-based training approval Trust – for ADAC leaders process to a completely paperless online learning management system, allowing ADAC employees • Dangerous Goods Modules - for AES & not just to view different training classes on offer, Munawala but also to get approval and register online.

58 Talent Development over the course of around 18 training in their field of interest. During the course of the year, Initiatives months, after which time they may They are placed in various be offered full time employment departments and their progress Abu Dhabi Airports runs a in the company. National is monitored through a structured 19 NDP trainees were confirmed successful stipend program. At Development Program (NDP) assessment system. the start of 2016 the program had a total of 58 trainees enrolled 2016 began with a total of 68 During the course of the year, as full time Abu Dhabi Airports’ and studying at university. During NDP trainees in ADAC. The NDP 19 NDP trainees were confirmed the year four of the stipends is delivered over an 18-24 month as full time Abu Dhabi Airports’ graduated and joined the period and focuses on enabling employees. employees. company as part of the National candidates to obtain practical Development Program. They will experience and occupational At the close of 2016 there were 51 now be given on the job training skills by doing ‘on the job’ NDP trainees across the company.

59 Corporate Social Responsibility Abu Dhabi Airports takes its Corporate Social Responsibility very seriously and we are engaged in a broad range of initiatives.

Children and Special Needs

Abu Dhabi Airports employs a number of people with special needs, and recognizes that such needs should not be a barrier towards pursuing a career. We work closely with several organizations to provide the necessary support for those staff, most notably the Zayed Higher Authority for Special Needs, who we also partner with for our annual food sale.

We also see it as our responsibility to create and inspire the next generation of aviators of the future, as early as possible. This is not just through our graduate program but also by sharing with much younger children the excitement and rewards that a career in aviation can bring. We visit schools and kindergartens and show them how our airports function, the role they play in our country’s economy and what is involved in working there. We also invite school and nursery children and university students to come and see us and visit our terminals and MTB site. By hosting such visits, we hope to inspire all generations to come and join us and be the aviation professionals of tomorrow.

Abu Dhabi Airports employs a number of people with special needs, and recognizes that such needs should not be a barrier towards pursuing a career.

61 Carbon Accreditation Heat Awareness frequently, monitoring their own physical condition and In coordination with the Environment, that of their co-workers, and wearing light-colored, Health & Safety team at Abu Dhabi Airports, In 2016 AUH maintained its level 1 Carbon Accreditation, Our Heat Awareness Campaign is rolled out across the loose-fitting and breathable clothing in fabrics such as GCAS has also trained some staff and which it initially achieved in 2011, when it was the first entire group every year and is vital for employees whose cotton. contractors to deliver these important heat airport in the Asia-Pacific region to reach Airport Carbon work takes them outdoors. awareness sessions themselves, so that they Accredited status. Accreditation at the ‘Mapping’ level Safety bulletins on mandatory health & safety could then enforce the message and explain means that we have committed to mapping all of the The company held lectures in Arabic, English, Urdu and requirements are also issued to all participants, along best practices to control heat stress to the teams CO2 emission sources under our direct control on the Hindi, and displayed multilingual posters and dehydration with sun hats, water bottles, neck cooling bandanas, they work with. airport site - the first step in developing an extensive plan awareness charts to equip workers with all the information sweat bands and protective arm sleeves. to manage and reduce CO2 emissions. they need to be able to understand and recognize heat The ‘Beat the Heat’ campaign was initially related issues and safeguard against them. The awareness sessions were delivered by the Gulf launched in May 2012 in line with the Abu Dhabi Reducing our carbon footprint is a priority as an airport, Center for Aviation Studies (GCAS), at Abu Dhabi EHSMS regulatory framework, the ‘Working in with the aim to ultimately reach level 4 in carbon The sessions highlight the importance of workers International Airport, Al Ain International Airport and Al Heat Codes of Practice’, and Abu Dhabi Airports’ reduction by 2020. taking more breaks in extreme humidity, drinking water Bateen Executive Airport. internal policies and procedures.

62 Year of Reading

In support of the 2016 national Year of Reading, Abu Dhabi Airports launched its own reading campaign, in cooperation with Abu Dhabi Tourism & Culture Authority, by opening a library at AUH and also providing reading corners and books for staff around its premises.

The airport library was set up, and remains, in the link between Terminals 1 and 3, and provides passengers with access to a range of multi-lingual books.

63 Sustainability in Design Midfield Terminal Water Consumption

All capital projects target to achieve a minimum of a 2 Pearl rating under the Urban Planning Council’s Estidama Pearl Building Rating System. Estidama, which means ‘sustainability’ in Arabic, is the initiative which will transform Abu Dhabi into a model of sustainable urbanization. Its aim is to create more sustainable communities, cities and global enterprises and to balance the four pillars of Estidama: environmental, economic, cultural and social.

The Pearl Rating System for Estidama aims to address the sustainability of a given development throughout its lifecycle from design through construction to operation. The Pearl Rating System provides design guidance and detailed requirements for rating a project’s potential performance in relation to the four pillars of Estidama.

64 The Midfield Terminal Building and per zone, recorded, analyzed and The design of the MTB forecasted which will allow for future The design of the MTB was carried through for understanding and improvement of the was carried through for the building to achieve a 3 Pearl level under the energy use of the building. Estidama Pearl Building Rating System, and it is the building to achieve currently the largest singular building ever rated. • Energy Efficient Equipment and Appliances a 3 Pearl level under the All elements considered and implemented are to be installed in the MTB; which into the MTB design will contribute to the contribute to the overall energy efficiency Estidama Pearl Building building’s overall performance and efficient of the building. maintenance while providing the occupants with Rating System, and a comfortable indoor and outdoor environment. • Sustainable Materials: is currently the largest Some of the main topics are: - The original target was to source 10% of the total material cost regionally; which will singular building ever • Water consumption: Limiting the use of contribute to the local and regional market. potable water is one of the key priorities This has already been achieved, and now rated. in the MTB. Water use calculations were 20% (by cost) is targeted. undertaken to analyze the building demand • Low Emitting Materials: Low emitting for potable water for the various uses; as - A target of 100% of all wood use on the materials were selected to prevent gases a result the building is set to achieve and project to be legally sourced and not on the being given off, to promote healthy air quality maintain a reduction of 45.3% in water CITIES list of endangered species. It was in the building. consumption over a comparative baseline also targeted that more than 70% (by cost) case. of all wood use on the project would be • Sustainable Outdoor Environment: certified FSC or similar certification schemes The MTC Landscaping spreading over • Water monitoring: Interior and exterior – actual % is currently 84.5%. an area of 711,000m² is currently being (landscaping) water monitoring is in designed to restore the ecological value of place and is connected to a Building -100% of all reinforcing steel and structural the airport site that was degraded due to Management System which will allow steel is recycled and certified CARES or the expansion and construction activities. the water consumption to be recorded under similar certification schemes. The landscape design will include in its and monitored to detect any leaks and majority – more than 70% of the plants also allow for future understanding and selection - native and adaptive plants improvement of the use of water in the and trees. The overall landscape is being building. designed to target a very low irrigation demand of 2 liters per m2 per day. It will • Energy consumption: Building Energy also include an efficient irrigation system Modeling was undertaken as part of the with metering and leak detection system to building design to analyze how all the monitor consumption and ensure effective building elements and features contribute management in line with the project goals. to the building’s energy demand. All construction works carried out for Abu • Energy monitoring: a highly sophisticated Dhabi Airports are done in accordance with energy monitoring and reporting system is the Environmental Agency – Abu Dhabi (EAD) in place to allow the energy performance Guidelines and all other related rules and of the building to be monitored per use regulations of Abu Dhabi and Estidama.

65 Health and Safety Maintaining Aviation Safety and To raise awareness about FOD, and to encourage In order to create a safe environment at the Security Standards staff to play their role in minimizing this risk, a series of cleanup exercises were held across our sites to gather Airport and aviation safety is fundamental to the and remove debris. airport for staff, contractors and passengers, ongoing operations of all of our airports and can only be achieved through the concerted efforts of Abu Dhabi In order to create a safe environment at the airport for the Environment, Health and Safety (EHS) Airports, airlines and other key stakeholders. staff, contractors and passengers, the Environment, Health and Safety (EHS) department has established department has established a new reporting Foreign Object Debris (FOD) is considered one of the a new reporting system for hazards and incidents. Any main hazards that can impact on our operations by environmental, health or safety hazard can now be system for hazards and incidents. causing injuries to individuals and damage to aircrafts. reported online.

67 Emergency Exercises safety, sessions were held throughout 2016 for all staff members working at Emergency exercises were held at AUH. all five of the airports in Abu Dhabi Airports’ group, throughout 2016, in The sessions provided a classroom order to comply with regulations issued discussion to explain fire safety and by the General Civil Aviation Authority, emergency evacuation arrangements at and recommendations from the the airport. The teams were then guided International Civil Aviation Organization. through the terminals to be shown how the classroom taught theory related to Response teams from various units the actual airport building. including airport operations, security, fire and rescue, police, and medical services, All internal or external stakeholder/ participate in order to test their coordinated agency employees working across the response to an emergency situation. terminals were invited to attend. The priority for the 2016 sessions was the In 2016 two full scale exercises Fire Wardens for each stakeholder area testing the coordinated response of all and Terminal Customer Service Agents. stakeholders were held – one at Abu Dhabi International Airport and one at Fire Safety Guide Al Bateen Executive Airport. Another tool used by the EHS team to A further nine communication improve fire safety awareness amongst exercises were held across our employees was the Fire Safety Guide. airports throughout the year, testing the This small handbook was produced call out procedures for each location. in English and Arabic by Abu Dhabi Airports and 4000 of each language Terminal Fire Safety were distributed to staff and agencies Awareness including ADAP officers, Immigration and Customs officers, providing them In order to improve employee with information on fire safety at the knowledge and awareness of fire airport.

68 In 2016 Abu Dhabi robust Business Continuity Management system throughout the company. Airports also became only the 4th airports group in The practice of conducting Risk Management and Business Continuity the world, and only one Management activities simultaneously allows the department to identify risks to critical in the region, to achieve activities within the organization as well ISO: 22301 Business as developing recovery strategies should any form of disruption affect these critical Continuity Management activities. System accreditation. Business Continuity Management Emergency Contact Cards The Business Continuity Management team The EHS team also created emergency works with all divisions and all airports within contact cards to ensure that all employees Operations and in 2016, by implementing and stakeholders at AUH have easy access NCEMA 7000:2015 (the UAE Business to contact details for the Police, Ambulance Continuity Management Standard), identified the or Fire Service, in addition to a basic quick critical activities across the business and prepared action guide for fire wardens and evacuation recovery strategies for each critical activity. steps. 3000 Arabic and 3000 English cards were printed and distributed at AUH, with a In 2016 Abu Dhabi Airports also became only view to rolling this out further to all Abu Dhabi the 4th airports group in the world, and only one Airports facilities in 2017. in the region, to achieve ISO: 22301 Business Continuity Management System accreditation. This was one of the many improvements The ISO 22301 certification demonstrates that made through the Emergency Enhancement the business continuity system in place across CAPEX Project under GM ES&C Department. the company is of the highest standard and that the airport is prepared for and able to continue its Risk Management and operations in the event of any disruption. Business Continuity Abu Dhabi Airports was also the first airports Abu Dhabi Airports has in place a framework company in the region to receive the ISO for Enterprise Risk Management and 9001 Quality Management System, 14001 Business Continuity Management. The Environment Management System, and objective of this framework is to embed risk OHSAS 18001 Occupational Health and Safety management into key business processes, Management System across all its airports. to ensure effective identification and communication of key risks to the Executive In 2017 the focus will be on conducting Management Committee (EMC) and other regular exercises and drills to test the groups as necessary, and to implement a recovery strategies developed during 2016.

69 Awards and Certifications 2016

Best Airport in the Middle East – for AUH Airport Service Quality Awards – Airports Council International

Best Airport in the Middle East – for AUH Employees Airport Service Quality Awards – Airports Council International

Best In Class – E-Commerce for www.addf.ae Interactive Media Awards

Best In Class – Consumer Goods for www.addf.ae Interactive Media Awards

Airport of the Year (10-30 million passenger category) – for AUH Air Transport News Awards

1st airports group in the ME to be awarded ISO: 22301 Business Continuity Management System Accreditation

4 Star Airport Skytrax

71 Abu Dhabi Airports has a history of winning prestigious awards from prominent international and local organizations in acknowledgement of its operational excellence, as well as marketing, training and corporate responsibility initiatives.

Winning two Airport Service Quality (ASQ) Awards for AUH, was a highlight of 2016, given that these are awarded on the basis of passenger feedback.

Winning two Airport Service Quality (ASQ) Awards for AUH, was a highlight of 2016, given that these are awarded on the basis of passenger feedback. The ASQ Awards recognize airports around the globe that demonstrate a commitment to providing an excellent customer experience and they are given on the basis of passenger surveys that are supervised by Airports Council International (ACI). Passengers give their views on a group of services offered to them, as well as rating their satisfaction with these services provided by the airport. The

72 areas reviewed include airport access, judged on several criteria for the award operations during disruptive events. check-in, security screening, stores, and category including: airline, service quality, Our Procurement Department was restaurants amongst other services. passenger friendliness, innovation and named the Middle East’s Procurement These awards are thanks to the entrepreneurship, financial performance, Team of the Year by the Chartered hard work of the team at Abu Dhabi and corporate social responsibility. Institute of Procurement and Supply International Airport and our stakeholders, (CIPS), at the Middle East Supply and reflect the team spirit of those The ISO: 22301 Business Continuity Management Awards 2016. working in the airport’s terminals to make Management System accreditation was sure that the passenger experience is as given to Abu Dhabi Airports in February. The The Abu Dhabi Airport Duty Free exceptional as possible. certification is the international benchmark website was awarded “Best in Class” of good practice in Business Continuity in two categories – E-Commerce and AUH was also awarded ‘Airport of the Management and recognizes the steps Consumer Goods – at the Interactive Year – 10 to 30 million passengers’, at that the company has taken to implement Media Awards, highlighting the the Air Transport News Awards held in processes which will provide continuity to its exceptional service quality the site offers. Salzburg, Austria, in March. Airports were

Our Procurement Department was named the Middle East’s Procurement Team of the Year by the Chartered Institute of Procurement and Supply (CIPS), at the Middle East Supply Management Awards 2016.

73 Looking Back A Decade of Innovation at AUH, AAIN and ABEA; and the Gulf in Aviation Center for Aviation Studies – a center of The company’s progress made over the excellence for airport and aviation training. In March 2016, Abu Dhabi Airports The company’s progress made over the celebrated its ten-year anniversary and past decade has had a huge impact past decade has had a huge impact on Abu looked back on a decade of remarkable on Abu Dhabi, increasing tourism to the achievements and milestones that have emirate and leveraging the profile of the Dhabi, increasing tourism to the emirate and changed the face of the aviation sector in UAE’s capital. the country. In 2008, AUH became the first airport leveraging the profile of the UAE’s capital. Created in 2006 through an Amiri in the region to join the Airports Council Decree from the Executive Council of International and was one of the first Abu Dhabi, Abu Dhabi Airports was in the world to be ACI Service Quality formed to spearhead the development Assured Certified. A year later, in 2009, of the Emirate’s aviation infrastructure, Abu Dhabi Airports inaugurated its and assumed responsibility for the Terminal 3 to service Etihad Airways, operation and management of Abu Dhabi constructed a second runway and International Airport (AUH) and Al Ain opened the Gulf Center for Aviation Airport (AAN). In 2008, Abu Dhabi Airports Studies (GCAS).

added Al Bateen Executive Airport (ABEA), By 2011, Abu Dhabi Airports had opened an exclusive business aviation airport, the new Air Traffic Control Tower (ATC) along with Sir Bani Yas and Delma Island to further expand the capacity of the Airports to its portfolio. capital’s airport. The same year Abu Dhabi Government announced the development The company has further diversified its of free zones at AUH, AAIN and ABEA, assets over the last ten years to include and AUH was certified as the first Carbon Abu Dhabi Airports Free Zone operating Accredited Airport in the Asia-Pacific region.

75 AUH achieved IATA’s Gold Status for Fast Travel roles within Abu Dhabi Airports. This initiative plays a vital Worldwide in 2012 and Abu Dhabi Airports held the role in ensuring that Abu Dhabi Airports supports the In 2009, Abu 18th World Route Development Forum, which is Abu Dhabi Plan, not just by being the gateway to the one of the most renowned international civil aviation Emirate of Abu Dhabi, but also by ensuring the focus is Dhabi Airports industry events worldwide. The pace of progress on attracting and retaining Emirati talents in the aviation continued in 2012 with the announcement of the sector. main contractor for the construction of the Midfield inaugurated its Terminal Building (MTB) and the commencement of The exclusive VIP Terminal at AUH, and the Abu Dhabi construction work by September in the same year. Excellence Award winning US Pre-Clearance facility Terminal 3 to were opened in 2014. Operations began on the In 2013, AUH opened the new Arrivals Hall and renovated South Runway and the first A380 took off the company also began its National Development from AUH. service Etihad Program aimed at developing Emirati college and The following year, 2015, significant achievements university graduates as airport professionals, providing were made in the progress of the MTB construction Airways. them with key skills and the ability to work in critical with the de-propping of the arches beginning,

76 expansions projects were undertaken in Terminals The key pillars of the company’s success 1 and 3, and the US Pre-Clearance Facility at over the past decade have been innovation, AUH won a prestigious Abu Dhabi Government and the passion and determination of Abu Excellence Award. Dhabi Airports’ staff. The aviation sector in the Emirate has changed considerably over 2016 was another busy year. Good progress was the last ten years and Abu Dhabi Airports made on the MTB construction, with the opening is proud of the role that it has played in of its dedicated District Cooling Plant, and the Abu facilitating the evolution witnessed in this Dhabi Air Expo was held at Al Bateen Executive dynamic sector. Airport for the fourth time, as part of the inaugural Abu Dhabi Aviation and Aerospace Week. Through innovative products such as the Smart Travel System at Abu Dhabi The decade ended on a high note with our key International Airport, we have consistently asset, Abu Dhabi International Airport being provided high quality facilities and services awarded “Best Airport Middle East” and “Most with cutting-edge solutions to passengers Improved Airport Middle East” in the ACI’s at all our airports, and we will continue to do ASQ Awards, a great reflection of passenger as we receive more and more visitors from satisfaction. around the world.

77 2006 2008 2010 2012 2014 2016 Abu Dhabi Airports Abu Dhabi Airports took over Terminal 1 at AUH was First Abu Dhabi Air Expo was US Pre-Clearance facility at The District Cooling Plant Company (ADAC) was the operation and refurbished; the first 1 million held; AUH achieved a Gold AUH was opened; southern serving the Midfield Terminal created to manage and management of Al Bateen passengers in a month Status for Fast Travel Worldwide runway was renovated; first Complex was opened; operate AUH and AAIN. Executive Airport, Sir Bani (August) at AUH was in 2012; Abu Dhabi Airports A380 flight from AUH took off; de-propping of the MTB arches Yas and Delma Island recorded; and Expo Check-In held the 18th World Route first steel arch assembled at was completed; Abu Dhabi airports; AUH became one was opened at ADNEC. Development Forum; and MTC; and VIP terminal at AUH International Airport was voted of the first in the world to be construction commenced on opened. Best Airport Middle East and ACI Service Quality Assured the Midfield Terminal Complex. Most Improved Airport Middle Certified. East in the ASQ Awards.

2007 2009 2011 2013 2015 People and assets were Terminal 3 at AUH was New Air Traffic Control (ATC) New arrivals hall opened The process began to integrated into ADAC from opened, becoming the tower was opened at AUH; Abu at AUH; National de-prop the 18 steel arches of Department of Civil Aviation home of Etihad Airways; the Dhabi Government announced Development Program MTC; passenger traffic at AUH (DCA). northern runway became AUH, AAN and AZI as free was introduced. reached 23.2 million operational; and the Gulf zones; AUH was certified as the passengers per year; Abu Center for Aviation Studies first Airport Carbon Accredited in Dhabi Duty Free sales (GCAS) was established. the Asia-Pacific region. reached a record high of 1.5billion AED; the US pre-clearance facility won an Abu Dhabi Excellence Award; and the Duty Free operators were announced for the MTC.

78 2016 Highlights

One of the UAE’s largest district cooling plants unveiled at Abu Dhabi Airports’ Midfield Terminal Abu Dhabi Airports launches annual heat awareness drive Building JAN JUNE Final de-propping work on roof of Midfield Terminal Building complete Abu Dhabi Airports Wins ‘Procurement Team of the Year’ at the CIPS Middle East Supply Management Awards 2016 Abu Dhabi International Airport awarded ISO 22301 Business Continuity Management System Certificate FEB Record-breaking year for Abu Dhabi Duty Free Abu Dhabi Duty Free launches Summer shopping promotions Abu Dhabi Airports exceeds Emiratization targets JULY Nile Air begins operations between Al Ain International Airport and Cairo International Airport Abu Dhabi Duty Free launches its website, www.ADDF.ae Abu Dhabi International Airport wins “Airport of the Year” at the Air Transport News Awards

Abu Dhabi Airports celebrates its ten year anniversary Abu Dhabi Airports installs a new Automated Tray Return System (ATRS) at AUH MAR H.H. Sheikh Saif bin Zayed Al Nahyan inaugurates ‘Smart Travel’ System at AUH AUG Abu Dhabi Airports signs agreement with Aéroports de Paris

Abu Dhabi Air Expo 2016 and the Middle East Aviation Careers Conference & Exhibition open at Al Abu Dhabi Airports opens the first Cinnabon franchise at Terminal 3 Bateen Executive Airport SEP Abu Dhabi International Airport welcomes Hajj season

Abu Dhabi Airports Supports the “Year of Reading” initiative by opening Abu Dhabi International Airport’s first library APR OCT Abu Dhabi Duty Free’s website wins two awards

Steel structure of the Midfield Terminal Building roof complete UAE launches ‘Beautiful in the Wild’ Awareness Campaign to Conserve Wildlife at AUH MAY The Gulf Center for Aviation Studies (GCAS) ranked as top performing IATA Accredited Training School DEC Abu Dhabi Airports awards F&B contracts for Midfield Terminal Building

79