Page 42 - Annual_Report_2016
P. 42
6 Corporate Responsibility aia.gr
In December 2016, the new Centralised Passenger Service Quality
Screening Check Point in the Intra Schengen Area In 2016 more than 2.3 million airport users interacted
of the MTB started operating. The new checkpoint with AIA staff providing terminal information and
layout provides functional solutions with its 17 personal assistance services. Almost 500,000 calls
passenger flows and new technologies, such as the were directly handled by the Airport Call Centre
automated boarding-card control. while the “Airport-Info” e-mail service addressed
over 4,300 electronic inquiries.
In 2016, HCAA / Security Division carried out two
inspections for the operations of passenger and Airport Call Centre
hand/ hold baggage screening process, as well as
of the airport employees’ screening procedures. 2.3
Additionally, the Cargo / Air Mail Security operations
were inspected by the official EU Security Auditing million airport users
body. All the above inspections resulted in positive
results for AIA’s security system further validating its 500,000
compliance to the National and European legislative
requirements in the field of aviation security. responses to calls
93%
of calls served within 20’’
2016 Security Queue Time Flight activity through the General Aviation Facility
further increased in 2016 witnessing over 14,000
1.1 min in 2016 flights and nearly 26,000 travellers.
1.8 min in 2015
In recognition of the excellent customer service
(significant improvement, provided to the public, AIA’s Call Centre was
despite the increased honoured for a third consecutive year during the
passenger traffic) “CRM Grand Prix Customer Service Annual Awards”
with the Silver Award in the category “Large Call
Centres” in Greece, for 2015.
Engaging our Groundhandlers In 2016 the Airport Public Address System used
In accordance with the Basic Ground Handling for public announcements within the terminals was
Regulation provisions (art. 22), regarding ground successfully upgraded to a new state-of-the-art
handling training requirements on ramp and system by utilising digital generation audio and
aviation safety, in October 2016 ΑΙΑ organized a control equipment. The new system significantly
two-day training course to personnel of third party improved quality of sound. In addition, it eventually
companies. provides additional features to both AIA’s personnel
and Airport Community members enhancing zoning
In December 2016, jointly with HCAA, AIA organised capacity and flexibility to adapt to special conditions.
the Annual De/Anti-Icing Exercise with the
participation of Goldair Handling, Swissport Greece Over the years, AIA has held fast to its core
and Skyserv Handling in order to assess operational principles of attention to stakeholders and individual
readiness to efficiently perform airport De/Anti-Icing clients, focus, as well as adoption of innovative
operations at Athens International Airport. solutions to ensure provision of quality services.
Aligned with this commitment, IT&T proceeded with
The Joint Inspection Group (JIG) awarded the annual assesment of its certifications of EN ISO
certificates of excellence to HELPE refineries, the 9001:2008 & ISO/IEC 20000 - 1:2011.
AAFPC pipeline company and the OFC hydrant
refuelling system, all members of the Athens airport Persons with disability and/or Reduced Mobility
aviation fuel supply chain. This is achieved for (PRM)
the fourth time in a row at our airport while OFC The total number of PRM passengers provided with
Aviation Fuel Services still remains the only airport assistance services amounted to 145,564 in 2016, a
fuel facility worldwide that has been awarded with 14.4% increase vs. 2015. Furthermore, only 39.3% of
nine consecutive JIG Certificates of Excellence them had pre-notified their airlines for their request
(2008-2016). and for the type of services needed.
42
In December 2016, the new Centralised Passenger Service Quality
Screening Check Point in the Intra Schengen Area In 2016 more than 2.3 million airport users interacted
of the MTB started operating. The new checkpoint with AIA staff providing terminal information and
layout provides functional solutions with its 17 personal assistance services. Almost 500,000 calls
passenger flows and new technologies, such as the were directly handled by the Airport Call Centre
automated boarding-card control. while the “Airport-Info” e-mail service addressed
over 4,300 electronic inquiries.
In 2016, HCAA / Security Division carried out two
inspections for the operations of passenger and Airport Call Centre
hand/ hold baggage screening process, as well as
of the airport employees’ screening procedures. 2.3
Additionally, the Cargo / Air Mail Security operations
were inspected by the official EU Security Auditing million airport users
body. All the above inspections resulted in positive
results for AIA’s security system further validating its 500,000
compliance to the National and European legislative
requirements in the field of aviation security. responses to calls
93%
of calls served within 20’’
2016 Security Queue Time Flight activity through the General Aviation Facility
further increased in 2016 witnessing over 14,000
1.1 min in 2016 flights and nearly 26,000 travellers.
1.8 min in 2015
In recognition of the excellent customer service
(significant improvement, provided to the public, AIA’s Call Centre was
despite the increased honoured for a third consecutive year during the
passenger traffic) “CRM Grand Prix Customer Service Annual Awards”
with the Silver Award in the category “Large Call
Centres” in Greece, for 2015.
Engaging our Groundhandlers In 2016 the Airport Public Address System used
In accordance with the Basic Ground Handling for public announcements within the terminals was
Regulation provisions (art. 22), regarding ground successfully upgraded to a new state-of-the-art
handling training requirements on ramp and system by utilising digital generation audio and
aviation safety, in October 2016 ΑΙΑ organized a control equipment. The new system significantly
two-day training course to personnel of third party improved quality of sound. In addition, it eventually
companies. provides additional features to both AIA’s personnel
and Airport Community members enhancing zoning
In December 2016, jointly with HCAA, AIA organised capacity and flexibility to adapt to special conditions.
the Annual De/Anti-Icing Exercise with the
participation of Goldair Handling, Swissport Greece Over the years, AIA has held fast to its core
and Skyserv Handling in order to assess operational principles of attention to stakeholders and individual
readiness to efficiently perform airport De/Anti-Icing clients, focus, as well as adoption of innovative
operations at Athens International Airport. solutions to ensure provision of quality services.
Aligned with this commitment, IT&T proceeded with
The Joint Inspection Group (JIG) awarded the annual assesment of its certifications of EN ISO
certificates of excellence to HELPE refineries, the 9001:2008 & ISO/IEC 20000 - 1:2011.
AAFPC pipeline company and the OFC hydrant
refuelling system, all members of the Athens airport Persons with disability and/or Reduced Mobility
aviation fuel supply chain. This is achieved for (PRM)
the fourth time in a row at our airport while OFC The total number of PRM passengers provided with
Aviation Fuel Services still remains the only airport assistance services amounted to 145,564 in 2016, a
fuel facility worldwide that has been awarded with 14.4% increase vs. 2015. Furthermore, only 39.3% of
nine consecutive JIG Certificates of Excellence them had pre-notified their airlines for their request
(2008-2016). and for the type of services needed.
42
