Page 35 - exofilo_gr
P. 35
CORPORAT E
RE S P ONS I BI L I T Y
REPORT 201 2
Two holographic announcers were installed in the Intra Chart 4.7
and Extra Schengen arrival areas, providing pre-recorded Assistance Services to PRM Passengers
useful airport information on a 24hours basis. In parallel,
a new Central Information Point at the arrivals level Total PRM Passengers 2012 2011
welcomes, on a 24 hour basis, arriving passengers and Pre-notified PRM Passengers
aiming to provide all necessary information. Non Pre-notified PRM Passengers 96,191 94,483
37% 34.5%
Serving travelling public 63% 65.5%
2012 was a year marked by numerous strikes in public
transport, taxis and state aviation authorities that Focusing on continuous improvement, AIA repeated in
hindered airport operations and contributed to the 2012 the customer satisfaction survey engaging PRM
tarnished publicity of the city and the country. Amid this passengers to express their opinion for the services
climate of general unrest and discomfort, AIA’s terminal provided. The survey findings have been evaluated by
personnel managed to serve the travelling public and AIA and presented to all parties involved.
airport users with reliability and commitment always
providing high level of customer service. Measuring passenger satisfaction
AIA highly appreciates passenger perception; therefore
Over a million airport users interacted with AIA staff for a daily monitor survey, entitled Passenger Survey, is
flight details, terminal particulars and airport information. carried out addressing 40,000 passengers, on an annual
The Airport Call Centre received more than 530,000 basis to evaluate airport performance and express their
inquiries with 98.61% of them being answered within 60 expectations and needs.
seconds, well outperforming the 2011 result of 95.7%.
Almost 3,000 electronic queries were also administered Passenger Survey 2012: Satisfaction score reached
via the “airport-info” email. 4.24 (on a 5 point scale).
Engaging the airport operating stakeholders For more in-depth analysis, AIA undertakes a Quality
Loyal to our commitment for emergency readiness, AIA’s Monitor Survey regarding performance trends and
terminal personnel conducted in 2012 an “Emergency passenger drivers. Quality Monitor Survey findings
Response Training” for approximately 80 gate and check- remain a main passenger satisfaction measurement tool
in agents of Olympic Handling. During the session, the for AIA and its business partners.
ground handler’s roles and responsibilities, in case of an
emergency incident, were re-visited as to address the Service is also evaluated by monitoring passenger queues
operation of AIA’s crisis response centres, i.e. Passenger in critical operational airport services, such as ticketing,
Reception Area, Friends & Relatives Reception Area and check-in, passport control and security screening process.
Emergency Information Area. Data analysis enables AIA and the involved business
partners to assess and further enhance the level of
On-ground assistance services to PRM passengers offered service.
AIA provides on-ground services to disabled passengers
and passengers with reduced mobility (PRM), in Furthermore, AIA has established, since airport opening,
accordance with the quality standards of the relevant a corporate comment management process. The “Your
legal framework (EC Regulation No 1107/2006) and Opinion Counts” brochure, located at various areas at
always in close cooperation with the responsible entities. the airport, is available to airport travellers and visitors.
This service is also provided electronically. AIA selects
In 2012, we provided these services through our three all comments, analyses and replies on any issue related
contractors - Goldair Handling S.A., Olympic Handling to airport facilities and services. During 2012 there were
S.A. and Swissport Hellas S.A. to 96,191 PRM passengers 2,606 comments from 1,319 passengers. In an average
resulting in an increase of 1.8% from last year. In response time of 5 days, 836 reply letters dispatched, of
particular, the percentage of passengers notifying for which 85.5% were customized case-specific letters. 327
the subject assistance (at least 36 hours prior to the complaint cases, required thorough cross-departmental
scheduled flight) was increased from 34% in 2011 to 37% cooperation, as to give a precise reply.
in 2012.This year, Athens International Airport Assistance
Services Coordination office was relocated close to Gate
B1-B2 aiming to enhance the level of services provided to
the said passengers.
35
RE S P ONS I BI L I T Y
REPORT 201 2
Two holographic announcers were installed in the Intra Chart 4.7
and Extra Schengen arrival areas, providing pre-recorded Assistance Services to PRM Passengers
useful airport information on a 24hours basis. In parallel,
a new Central Information Point at the arrivals level Total PRM Passengers 2012 2011
welcomes, on a 24 hour basis, arriving passengers and Pre-notified PRM Passengers
aiming to provide all necessary information. Non Pre-notified PRM Passengers 96,191 94,483
37% 34.5%
Serving travelling public 63% 65.5%
2012 was a year marked by numerous strikes in public
transport, taxis and state aviation authorities that Focusing on continuous improvement, AIA repeated in
hindered airport operations and contributed to the 2012 the customer satisfaction survey engaging PRM
tarnished publicity of the city and the country. Amid this passengers to express their opinion for the services
climate of general unrest and discomfort, AIA’s terminal provided. The survey findings have been evaluated by
personnel managed to serve the travelling public and AIA and presented to all parties involved.
airport users with reliability and commitment always
providing high level of customer service. Measuring passenger satisfaction
AIA highly appreciates passenger perception; therefore
Over a million airport users interacted with AIA staff for a daily monitor survey, entitled Passenger Survey, is
flight details, terminal particulars and airport information. carried out addressing 40,000 passengers, on an annual
The Airport Call Centre received more than 530,000 basis to evaluate airport performance and express their
inquiries with 98.61% of them being answered within 60 expectations and needs.
seconds, well outperforming the 2011 result of 95.7%.
Almost 3,000 electronic queries were also administered Passenger Survey 2012: Satisfaction score reached
via the “airport-info” email. 4.24 (on a 5 point scale).
Engaging the airport operating stakeholders For more in-depth analysis, AIA undertakes a Quality
Loyal to our commitment for emergency readiness, AIA’s Monitor Survey regarding performance trends and
terminal personnel conducted in 2012 an “Emergency passenger drivers. Quality Monitor Survey findings
Response Training” for approximately 80 gate and check- remain a main passenger satisfaction measurement tool
in agents of Olympic Handling. During the session, the for AIA and its business partners.
ground handler’s roles and responsibilities, in case of an
emergency incident, were re-visited as to address the Service is also evaluated by monitoring passenger queues
operation of AIA’s crisis response centres, i.e. Passenger in critical operational airport services, such as ticketing,
Reception Area, Friends & Relatives Reception Area and check-in, passport control and security screening process.
Emergency Information Area. Data analysis enables AIA and the involved business
partners to assess and further enhance the level of
On-ground assistance services to PRM passengers offered service.
AIA provides on-ground services to disabled passengers
and passengers with reduced mobility (PRM), in Furthermore, AIA has established, since airport opening,
accordance with the quality standards of the relevant a corporate comment management process. The “Your
legal framework (EC Regulation No 1107/2006) and Opinion Counts” brochure, located at various areas at
always in close cooperation with the responsible entities. the airport, is available to airport travellers and visitors.
This service is also provided electronically. AIA selects
In 2012, we provided these services through our three all comments, analyses and replies on any issue related
contractors - Goldair Handling S.A., Olympic Handling to airport facilities and services. During 2012 there were
S.A. and Swissport Hellas S.A. to 96,191 PRM passengers 2,606 comments from 1,319 passengers. In an average
resulting in an increase of 1.8% from last year. In response time of 5 days, 836 reply letters dispatched, of
particular, the percentage of passengers notifying for which 85.5% were customized case-specific letters. 327
the subject assistance (at least 36 hours prior to the complaint cases, required thorough cross-departmental
scheduled flight) was increased from 34% in 2011 to 37% cooperation, as to give a precise reply.
in 2012.This year, Athens International Airport Assistance
Services Coordination office was relocated close to Gate
B1-B2 aiming to enhance the level of services provided to
the said passengers.
35
