Page 50 - Annual Report 2015 EN
P. 50
Financial Statements
In order to further support sales and improve customer satisfaction AIA implemented a series of
promotional activities. The most successful of these marketing efforts was executed in cooperation with
Hellenic Duty Free Shops (HDFS) and targeted perfumes and cosmetics, being a highly valued category
within the HDFS product portfolio that suffered the most from the economic crisis. Moreover, other co-
promotional activities were realised during the year, consisting of promotions, draws and prizes, aiming to
increase the levels of passenger enthusiasm and consumption. Finally, the “Vote for a Smile” activity that
commenced in 2014 continued in 2015, providing incentives to Food and Beverage employees so as to
maximise their customer serving performance.
With regards to the Airport’s car parking facilities, the business recorded a marginal increase in revenues,
yet presenting a considerable gap with traffic.
The parking evolution was negatively affected by both the Greek economy developments in 2015 as
well as the change in the mix of the Greek O&D passengers – the parking’s primary users - due to the
expansion of ultra-low cost carriers whose clientele is more inclined towards the use of public transport or
car drop-off means. The remote parking lots have also negatively contributed to our car parking activities.
The adverse impact on the parking business was partly mitigated by the deployment of the pre-payment
option within the e-Parking service (AIA’s electronic commerce platform) in June 2015, while the
e-Parking service overall supported sales against competing means of airport access, offering new
products, special offers and multiple e-parking seasonal offers.
During the year, close to 2 million airport users interacted with Terminal Services staff for airport
information and personal assistance. The Airport Call Centre responded to over 500,000 calls with a
high answer rate, whereby nearly 93.0% of passengers were served within 20 seconds. The “Airport-Info”
e-mail service addressed almost 2,900 electronic inquiries.
In recognition of the excellent customer service provided to the public, the Airport Call Centre was
honoured for a second consecutive year in the “CRM Grand Prix Customer Service Annual Awards”; the
Call Centre received the Bronze Award in the category of “Large Call Centres” in Greece.
2.4 Property
Despite the ongoing Greek economy crisis causing major financial losses across all market grounds,
AIA’s property business managed to stabilise its performance compared to 2014, exploiting the one-
stop-shop airport concept. Traffic dependent property developments benefited from the historical
traffic increase noted within the year; among them the Sofitel Athens Airport Hotel achieved its best
ever performing year with a 19.0% increase in room occupancy at an average room rate slightly lower
compared to that of 2014, strongly capitalising on the significant traffic increase enjoyed during 2015.
The Airport Retail Park presented an increase of sales by nearly 2.0% compared to 2014.
The building and space leases overall occupancy rate recorded only a slight drop considering the market
circumstances, as a result of the tenants’ continuous efforts to push down operating costs.
The Metropolitan Expo Exhibition & Conference Centre recorded an anticipated decrease of revenue
compared to 2014 since “Poseidonia”, a biannual event currently being the only major Greek exhibition
to enjoy international participation, had taken place the previous year.
Favourable weather conditions in 2015 led to an almost 3.0% increase of the Photovoltaic Park
production. It is to be noted however that the corresponding revenue growth rate was higher in 2015
than in the previous year as in 2014 the Greek state through Law 4252/2014 levied a retroactive tariff
discount for the production year 2013, which affected 2014 revenues.
The cargo business exhibited an improved performance for a second consecutive year, despite a
considerable decline recorded during summer (-7.0%) from the imposition of the capital controls, achieving
an overall annual increase of 4.0% with a throughput of 80,300 tonnes (versus 77,000 tonnes in 2014).
AIA’s property business received wide national recognition at the “Transport & Logistics Awards
2015” where AIA was honoured with an overall prize for Outstanding Performance addressing its
collaborative strategy in the cargo business, as well as The “2015 Facilities Management Awards” in
which AIA was the winner in the “Best Facility Management Practices - Transportation Infrastructure”
Financial Statements as at 31 December 2015 (Amounts in Euros unless otherwise stated)
7 of 56
In order to further support sales and improve customer satisfaction AIA implemented a series of
promotional activities. The most successful of these marketing efforts was executed in cooperation with
Hellenic Duty Free Shops (HDFS) and targeted perfumes and cosmetics, being a highly valued category
within the HDFS product portfolio that suffered the most from the economic crisis. Moreover, other co-
promotional activities were realised during the year, consisting of promotions, draws and prizes, aiming to
increase the levels of passenger enthusiasm and consumption. Finally, the “Vote for a Smile” activity that
commenced in 2014 continued in 2015, providing incentives to Food and Beverage employees so as to
maximise their customer serving performance.
With regards to the Airport’s car parking facilities, the business recorded a marginal increase in revenues,
yet presenting a considerable gap with traffic.
The parking evolution was negatively affected by both the Greek economy developments in 2015 as
well as the change in the mix of the Greek O&D passengers – the parking’s primary users - due to the
expansion of ultra-low cost carriers whose clientele is more inclined towards the use of public transport or
car drop-off means. The remote parking lots have also negatively contributed to our car parking activities.
The adverse impact on the parking business was partly mitigated by the deployment of the pre-payment
option within the e-Parking service (AIA’s electronic commerce platform) in June 2015, while the
e-Parking service overall supported sales against competing means of airport access, offering new
products, special offers and multiple e-parking seasonal offers.
During the year, close to 2 million airport users interacted with Terminal Services staff for airport
information and personal assistance. The Airport Call Centre responded to over 500,000 calls with a
high answer rate, whereby nearly 93.0% of passengers were served within 20 seconds. The “Airport-Info”
e-mail service addressed almost 2,900 electronic inquiries.
In recognition of the excellent customer service provided to the public, the Airport Call Centre was
honoured for a second consecutive year in the “CRM Grand Prix Customer Service Annual Awards”; the
Call Centre received the Bronze Award in the category of “Large Call Centres” in Greece.
2.4 Property
Despite the ongoing Greek economy crisis causing major financial losses across all market grounds,
AIA’s property business managed to stabilise its performance compared to 2014, exploiting the one-
stop-shop airport concept. Traffic dependent property developments benefited from the historical
traffic increase noted within the year; among them the Sofitel Athens Airport Hotel achieved its best
ever performing year with a 19.0% increase in room occupancy at an average room rate slightly lower
compared to that of 2014, strongly capitalising on the significant traffic increase enjoyed during 2015.
The Airport Retail Park presented an increase of sales by nearly 2.0% compared to 2014.
The building and space leases overall occupancy rate recorded only a slight drop considering the market
circumstances, as a result of the tenants’ continuous efforts to push down operating costs.
The Metropolitan Expo Exhibition & Conference Centre recorded an anticipated decrease of revenue
compared to 2014 since “Poseidonia”, a biannual event currently being the only major Greek exhibition
to enjoy international participation, had taken place the previous year.
Favourable weather conditions in 2015 led to an almost 3.0% increase of the Photovoltaic Park
production. It is to be noted however that the corresponding revenue growth rate was higher in 2015
than in the previous year as in 2014 the Greek state through Law 4252/2014 levied a retroactive tariff
discount for the production year 2013, which affected 2014 revenues.
The cargo business exhibited an improved performance for a second consecutive year, despite a
considerable decline recorded during summer (-7.0%) from the imposition of the capital controls, achieving
an overall annual increase of 4.0% with a throughput of 80,300 tonnes (versus 77,000 tonnes in 2014).
AIA’s property business received wide national recognition at the “Transport & Logistics Awards
2015” where AIA was honoured with an overall prize for Outstanding Performance addressing its
collaborative strategy in the cargo business, as well as The “2015 Facilities Management Awards” in
which AIA was the winner in the “Best Facility Management Practices - Transportation Infrastructure”
Financial Statements as at 31 December 2015 (Amounts in Euros unless otherwise stated)
7 of 56
