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2011
sales and increasing consumer satisfaction, and its efficient implementation safeguarded direct commercial revenues
which were reduced in line with passenger traffic decline.
Within this context, the addition of two new concepts to the retail services portfolio in 2011, denote both management
flexibility and creativity, as well as affirming the robust nature of the Airport business. A traditional mini-market at the
Arrivals Level, designed to meet the passengers’ need for quality Greek food upon arriving in Athens, and a new branded
restaurant at the Departures Level, have enriched the existing Airport’s product offer.
Further, working closely with the terminal concessionaires, a number of refurbishments and brand changes were also
implemented at the Shopping Centre. These included the further enhancement of the catering offer at the Departures
Lounges with the refurbishment of two food & beverage units operated by Autogrill and the introduction of two new
fashion/accessories brands at existing stores operated by Hellenic Duty Free Shops.
Moreover, aiming to enhance the services provided to airport users, a modern spacious smoking lounge, was constructed
at the Check-In Counters area, providing a pleasant environment for smokers while ensuring a smoking-free environment
for the non-smokers.
The implementation of a series of marketing activities, related to supporting sales and enhancing consumer awareness,
significantly contributed to the picture of 2011 retail performance. Such activities included among others special
promotions in cooperation with the terminal concessionaires, seasonal decoration, web based applications and special
electronic information to passengers on the latest offers and products available at the Shopping Centre.
With regards to the airport passenger car parking facilities, the business demonstrated a quite resilient behaviour given
the adverse passenger traffic evolution and the observed lower car use compared to 2010, with the Long-Term and Short-
Term parking products affected, yet to a certain extent aided by certain parking-use promotion activities and discount
programmes. The Executive Valet Parking retained 2010 revenues level exhibiting a rather inelastic performance.
AIA managed to offer terminal services to passengers and airport users with diligence and consistency, without
compromising the set service standards and overcoming any operational challenges that were experienced. Moreover,
extending the terminal services portfolio to cover passengers’ information needs in areas where there is no dedicated
airport presence, three mobile Information Counters were deployed to cover these areas when needs arise. These
mobile counters, primarily intended to provide “quick assistance” to passengers seeking information related to transfer
procedures and airport services, will certainly facilitate passengers during operational irregularities and/or crisis incidents
in the future.
Property
During 2011, the main highlights of AIA’s management in the fields of real estate development, airport’s offices &
auxiliary space leases, cargo business development, assets & utilities and facilities management are presented hereunder:
• Contrary to the general market’s extended downturn in 2011, property revenues presented a relatively smaller decline
compared to the previous year.
• The Airport’s Retail Park, directly affected by the grim economic forecast and the diminishing disposable income of
the consumers, recorded a 7% drop in visitors i.e. 3.25 million versus 3.50 million in 2010.
• The Metropolitan Exhibition Centre managed to sustain the number of events organized, establishing in this third year
of operations its position as the main Expo Centre of Athens.
• Sofitel Athens Airport presented a marginally higher occupancy rate compared to 2010, and was awarded with the
“Team of the Year: Customer Service – Front Line” prize during the 2011 National Customer Service Awards.
• AIA was honoured for a fourth consecutive time with the “Air Cargo Award of Excellence”, ranking 4th in its category
(100,000 - 299,000 tonnes/Europe) and 7th in the participating airports worldwide.
Financial Statements as at 31 December 2011 (Amounts in Euros unless otherwise stated) Page 6 of 50
sales and increasing consumer satisfaction, and its efficient implementation safeguarded direct commercial revenues
which were reduced in line with passenger traffic decline.
Within this context, the addition of two new concepts to the retail services portfolio in 2011, denote both management
flexibility and creativity, as well as affirming the robust nature of the Airport business. A traditional mini-market at the
Arrivals Level, designed to meet the passengers’ need for quality Greek food upon arriving in Athens, and a new branded
restaurant at the Departures Level, have enriched the existing Airport’s product offer.
Further, working closely with the terminal concessionaires, a number of refurbishments and brand changes were also
implemented at the Shopping Centre. These included the further enhancement of the catering offer at the Departures
Lounges with the refurbishment of two food & beverage units operated by Autogrill and the introduction of two new
fashion/accessories brands at existing stores operated by Hellenic Duty Free Shops.
Moreover, aiming to enhance the services provided to airport users, a modern spacious smoking lounge, was constructed
at the Check-In Counters area, providing a pleasant environment for smokers while ensuring a smoking-free environment
for the non-smokers.
The implementation of a series of marketing activities, related to supporting sales and enhancing consumer awareness,
significantly contributed to the picture of 2011 retail performance. Such activities included among others special
promotions in cooperation with the terminal concessionaires, seasonal decoration, web based applications and special
electronic information to passengers on the latest offers and products available at the Shopping Centre.
With regards to the airport passenger car parking facilities, the business demonstrated a quite resilient behaviour given
the adverse passenger traffic evolution and the observed lower car use compared to 2010, with the Long-Term and Short-
Term parking products affected, yet to a certain extent aided by certain parking-use promotion activities and discount
programmes. The Executive Valet Parking retained 2010 revenues level exhibiting a rather inelastic performance.
AIA managed to offer terminal services to passengers and airport users with diligence and consistency, without
compromising the set service standards and overcoming any operational challenges that were experienced. Moreover,
extending the terminal services portfolio to cover passengers’ information needs in areas where there is no dedicated
airport presence, three mobile Information Counters were deployed to cover these areas when needs arise. These
mobile counters, primarily intended to provide “quick assistance” to passengers seeking information related to transfer
procedures and airport services, will certainly facilitate passengers during operational irregularities and/or crisis incidents
in the future.
Property
During 2011, the main highlights of AIA’s management in the fields of real estate development, airport’s offices &
auxiliary space leases, cargo business development, assets & utilities and facilities management are presented hereunder:
• Contrary to the general market’s extended downturn in 2011, property revenues presented a relatively smaller decline
compared to the previous year.
• The Airport’s Retail Park, directly affected by the grim economic forecast and the diminishing disposable income of
the consumers, recorded a 7% drop in visitors i.e. 3.25 million versus 3.50 million in 2010.
• The Metropolitan Exhibition Centre managed to sustain the number of events organized, establishing in this third year
of operations its position as the main Expo Centre of Athens.
• Sofitel Athens Airport presented a marginally higher occupancy rate compared to 2010, and was awarded with the
“Team of the Year: Customer Service – Front Line” prize during the 2011 National Customer Service Awards.
• AIA was honoured for a fourth consecutive time with the “Air Cargo Award of Excellence”, ranking 4th in its category
(100,000 - 299,000 tonnes/Europe) and 7th in the participating airports worldwide.
Financial Statements as at 31 December 2011 (Amounts in Euros unless otherwise stated) Page 6 of 50
