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03. Key Figures
3.3 OPERATIONAL FIGURES
2012 2011 var %
Passenger Traffic (mio)
Domestic 4.5 4.9 -7.9%
International 8.4 9.5 -11.7%
Total 12.9 14.4 -10.4%
Variation calculated on the primary figures prior to conversion to mios.
Cargo traffic (thousand tonnes)
Domestic 9.2 12.9 -28.8%
International 67.2 72.9 -7.9%
Total 76.4 85.9 -11.0%
Variation calculated on the primary figures prior to conversion to thousands.
Aircraft Movements (thousands, take-offs and landings)
Domestic 71.9 79.2 -9.2%
International 81.4 94.1 -13.5%
Total 153.3 173.3 -11.5%
Variation calculated on the primary figures prior to conversion to thousands.
2012 2011 2012 target
Critical Systems Availability
Baggage Handling System 99.85% 99.50% 99.67%≤x<99.73%
Medium voltage 100.00% 100.00% 99,7%±0,1%
Airfield lighting 99.99% 100.00% 99,8%±0,1%
Passenger Boarding Bridges 99.97% 99.48% 99,6%±0,1%
Flight Info (UFIS / FIDS) 99.99% 99.97% 99.70%
Common User Check-in (CUTE) 99.99% 100.00% 99.70%
Calculated based on the failures down time of those systems.
Service Parameters
Call Center service level (% of total calls answered in less than 60 sec) 98.61% 95.68% 95.0%
Call Center efficiency (calls answered / calls received) 99.24% 98.40% -
Shortshipped Bags (per mio bags handled) 31 13 -
Avg Waiting Time for Baggage Reclaim - first bag (min) 12.7 12.16 -
Avg Waiting Time for Check-in (min) 3.7 4.0 -
Avg Waiting Time for Security Screening (min) 2.4 2.4 -
Avg Response Time to Passenger Comments (days) 5 8 10 days
Customization rate of Responses (custom / total responses) 85.5% 89.3% -
Call center statistics refer to the AIA call center 210-3530000. The percentage of Call Center service level does not include data from Manual mode
operation. Shortshipped bags refers to misrouted bags. Total bags handled in 2012: 5,442,014 Baggage reclaim & check-in services offered by
Groundhandlers. Security screening services offered by AIA security contractors. Security screening services offered by AIA security contractors. Response
statistics refer to AIA’s corporate comments management process. In 2012, 1,319 passengers submitted their comments.
CORPORATE RESPONSIBILITY REPORT 2012
3.3 OPERATIONAL FIGURES
2012 2011 var %
Passenger Traffic (mio)
Domestic 4.5 4.9 -7.9%
International 8.4 9.5 -11.7%
Total 12.9 14.4 -10.4%
Variation calculated on the primary figures prior to conversion to mios.
Cargo traffic (thousand tonnes)
Domestic 9.2 12.9 -28.8%
International 67.2 72.9 -7.9%
Total 76.4 85.9 -11.0%
Variation calculated on the primary figures prior to conversion to thousands.
Aircraft Movements (thousands, take-offs and landings)
Domestic 71.9 79.2 -9.2%
International 81.4 94.1 -13.5%
Total 153.3 173.3 -11.5%
Variation calculated on the primary figures prior to conversion to thousands.
2012 2011 2012 target
Critical Systems Availability
Baggage Handling System 99.85% 99.50% 99.67%≤x<99.73%
Medium voltage 100.00% 100.00% 99,7%±0,1%
Airfield lighting 99.99% 100.00% 99,8%±0,1%
Passenger Boarding Bridges 99.97% 99.48% 99,6%±0,1%
Flight Info (UFIS / FIDS) 99.99% 99.97% 99.70%
Common User Check-in (CUTE) 99.99% 100.00% 99.70%
Calculated based on the failures down time of those systems.
Service Parameters
Call Center service level (% of total calls answered in less than 60 sec) 98.61% 95.68% 95.0%
Call Center efficiency (calls answered / calls received) 99.24% 98.40% -
Shortshipped Bags (per mio bags handled) 31 13 -
Avg Waiting Time for Baggage Reclaim - first bag (min) 12.7 12.16 -
Avg Waiting Time for Check-in (min) 3.7 4.0 -
Avg Waiting Time for Security Screening (min) 2.4 2.4 -
Avg Response Time to Passenger Comments (days) 5 8 10 days
Customization rate of Responses (custom / total responses) 85.5% 89.3% -
Call center statistics refer to the AIA call center 210-3530000. The percentage of Call Center service level does not include data from Manual mode
operation. Shortshipped bags refers to misrouted bags. Total bags handled in 2012: 5,442,014 Baggage reclaim & check-in services offered by
Groundhandlers. Security screening services offered by AIA security contractors. Security screening services offered by AIA security contractors. Response
statistics refer to AIA’s corporate comments management process. In 2012, 1,319 passengers submitted their comments.
CORPORATE RESPONSIBILITY REPORT 2012
