Page 38 - Annual Report 2015 EN
P. 38
6 Corporate Responsibility
& mail and fuel into-plane services. Fuel Quality Pool (IFQP) training a companies operating at Athens airport.
Respective process is followed for group of 20 inspectors. The purpose of the exercise was to
the appointment of the provider(s) assess their operational readiness on
of assistance to disabled persons and Within the scope to test the the subject process.
Persons with Reduced Mobility (PRM). connections between AIA’s
installations coupling systems with In regards to airport fuelling
As part of our continuous efforts to the ground handling companies’ services, Athens aviation fuel supply
engage our operational stakeholders, equipment, in November 2015 jointly chain received the third in a - in- row
in 2015 we organised trials & exercises with the respective companies we distinction by the Joint Inspection
and provided ramp management performed a trial on additional warm Group (JIG), the international forum
related training courses, in accordance water supply. formed by oil companies. In specific,
with the Basic Ground Handling certificates of excellence were awarded
Regulation. For the 8th consecutive year, Furthermore, in December 2015 to HELPE refineries, the AAFPC
with our contribution, OFC Aviation together with HCAA we organised the pipeline company and the OFC hydrant
Fuel Services hosted in May the IATA annual de/anti-icing exercise with the refuelling system.
participation of the ground handling
Service Quality
AIA is committed to provide passengers CALLS passengers provided with assistance a slightly improved level compared to
with a contemporary, pleasant and services amounted to 127,276 (12.8% 2014 (4.25 on a 5-point scale), a very
hassle-free travel experience through increase versus 2014). Although only positive performance considering the
state-of-the-art systems, innovative 40.2% of the PRM passengers have had significant traffic increase.
services and attentive front-line pre-notified their airline for the need
professionals. AIA vigorously practices and type of assistance services required, The i-mind programme, an innovative
service level management for ensuring the PRM system responded effectively engagement of all AIA employees as
high performance and consistent quality and at adequate quality. Aiming at “virtual passengers”, continued to serve
of service for the benefit of the end continuously enhancing PRM services, as a service quality motivation tool.
customer. AIA hosted in March the refresher
training for trainers on PRM issues. 999
Terminal Services
IT Service Quality i-mind walkthroughs
In 2015, close to 2 million airport users AIA has established user-focused in 2015, equivalent to
interacted with Terminal Services staff governance, aiming both to lead and
for airport information and personal support its initiatives while providing 65,000
assistance. customers with high-value information
technology services. Carving new checks,
Airport Call Centre pathways in service excellence, the IT&T
Response to calls: Business Unit was certified in November 122
2015 against UNE-ISO/IEC 20000-
>520,000 1:2011, becoming one of the few airports alerts raised
93.17% worldwide certified for implementing an
IT service management system. Innovation Recognised
of calls served within 20'',
IT service management system In 2015, AIA received a number
The “Airport-Info” e-mail is a tool for increasing employee of distinctions in recognition of the
service addressed almost engagement and improving performance innovation delivered for the continuous
through quality management, risk enhancement of service quality.
2,900 and costs controlling and customer
satisfaction enhancement. At the “2015 Cyta Mobile Excellence
electronic inquiries. Awards” AIA received the silver award
Measuring Passenger Satisfaction in the category “Innovative Mobile
In recognition of the excellent The passenger satisfaction overall rating Application / Service” for the i-mind
customer service provided to the public, (Passenger Survey) was maintained at programme.
the Airport Call Centre was honoured
for a second consecutive year in the Also, in 2015 the AIA IT&T Business
“CRM Grand Prix Customer Service Unit won the Gold award in the 2015
Annual Awards” receiving the Bronze Business IT Excellence (BITE) Awards
Award in the category of “Large Call for its implementation of the e-voting
Centres in Greece”. solution for the “Return of the Parthenon
Marbles” in the “Innovation/Creativity/
Persons with disability and/or Inventiveness” category under the
Reduced Mobility (PRM) section Connection (Integration) of IT
with Business Strategy.
In 2015 the total number of PRM
At the Lighthouse e-volution award
which recognises best practices in
the Greek market for e-business and
38 | aia.gr
& mail and fuel into-plane services. Fuel Quality Pool (IFQP) training a companies operating at Athens airport.
Respective process is followed for group of 20 inspectors. The purpose of the exercise was to
the appointment of the provider(s) assess their operational readiness on
of assistance to disabled persons and Within the scope to test the the subject process.
Persons with Reduced Mobility (PRM). connections between AIA’s
installations coupling systems with In regards to airport fuelling
As part of our continuous efforts to the ground handling companies’ services, Athens aviation fuel supply
engage our operational stakeholders, equipment, in November 2015 jointly chain received the third in a - in- row
in 2015 we organised trials & exercises with the respective companies we distinction by the Joint Inspection
and provided ramp management performed a trial on additional warm Group (JIG), the international forum
related training courses, in accordance water supply. formed by oil companies. In specific,
with the Basic Ground Handling certificates of excellence were awarded
Regulation. For the 8th consecutive year, Furthermore, in December 2015 to HELPE refineries, the AAFPC
with our contribution, OFC Aviation together with HCAA we organised the pipeline company and the OFC hydrant
Fuel Services hosted in May the IATA annual de/anti-icing exercise with the refuelling system.
participation of the ground handling
Service Quality
AIA is committed to provide passengers CALLS passengers provided with assistance a slightly improved level compared to
with a contemporary, pleasant and services amounted to 127,276 (12.8% 2014 (4.25 on a 5-point scale), a very
hassle-free travel experience through increase versus 2014). Although only positive performance considering the
state-of-the-art systems, innovative 40.2% of the PRM passengers have had significant traffic increase.
services and attentive front-line pre-notified their airline for the need
professionals. AIA vigorously practices and type of assistance services required, The i-mind programme, an innovative
service level management for ensuring the PRM system responded effectively engagement of all AIA employees as
high performance and consistent quality and at adequate quality. Aiming at “virtual passengers”, continued to serve
of service for the benefit of the end continuously enhancing PRM services, as a service quality motivation tool.
customer. AIA hosted in March the refresher
training for trainers on PRM issues. 999
Terminal Services
IT Service Quality i-mind walkthroughs
In 2015, close to 2 million airport users AIA has established user-focused in 2015, equivalent to
interacted with Terminal Services staff governance, aiming both to lead and
for airport information and personal support its initiatives while providing 65,000
assistance. customers with high-value information
technology services. Carving new checks,
Airport Call Centre pathways in service excellence, the IT&T
Response to calls: Business Unit was certified in November 122
2015 against UNE-ISO/IEC 20000-
>520,000 1:2011, becoming one of the few airports alerts raised
93.17% worldwide certified for implementing an
IT service management system. Innovation Recognised
of calls served within 20'',
IT service management system In 2015, AIA received a number
The “Airport-Info” e-mail is a tool for increasing employee of distinctions in recognition of the
service addressed almost engagement and improving performance innovation delivered for the continuous
through quality management, risk enhancement of service quality.
2,900 and costs controlling and customer
satisfaction enhancement. At the “2015 Cyta Mobile Excellence
electronic inquiries. Awards” AIA received the silver award
Measuring Passenger Satisfaction in the category “Innovative Mobile
In recognition of the excellent The passenger satisfaction overall rating Application / Service” for the i-mind
customer service provided to the public, (Passenger Survey) was maintained at programme.
the Airport Call Centre was honoured
for a second consecutive year in the Also, in 2015 the AIA IT&T Business
“CRM Grand Prix Customer Service Unit won the Gold award in the 2015
Annual Awards” receiving the Bronze Business IT Excellence (BITE) Awards
Award in the category of “Large Call for its implementation of the e-voting
Centres in Greece”. solution for the “Return of the Parthenon
Marbles” in the “Innovation/Creativity/
Persons with disability and/or Inventiveness” category under the
Reduced Mobility (PRM) section Connection (Integration) of IT
with Business Strategy.
In 2015 the total number of PRM
At the Lighthouse e-volution award
which recognises best practices in
the Greek market for e-business and
38 | aia.gr
