Page 54 - Annual_Report_2016
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Financial Statements aia.gr
and approach were engaged in the upgrade project at the Intra-Schengen area. Besides the one of the key goals
of the project, i.e. the passenger and hand baggage security centralisation, the project aims at the creation of a
Duty-Free walk-through concept and the complete redevelopment of the Intra-Schengen Commercial area so it
is fully integrated with the passenger gate lounges. This large-scale refurbishment will lead to a remarkable net
commercial space increase of 1,500 m² compensating for the loss of approximately 400 m² of commercial space
in the All Users area reserved for the construction of the centralised screening facility.
The completion of the ISP project will mark the thorough remodelling of the greatest part of the Departures
Level commercial area introducing new quality brands and presenting an enriched product portfolio fully
aligned with the latest market trends, thus providing an upgraded shopping experience to all airport users.
Within the frame of redesigning the Intra-Schengen area, AIA prepared, launched and successfully
completed a major Commercial Space tender for the award of 21 tenders involving the development and
operation of 29 commercial units of a total of approximately 2,500 m2 of commercial space, which given
the difficult environment of the retail sector in Greece, attracted satisfactory offers both financially and in
terms of their commercial concepts. The tendered units referred to new commercial space created within
the context of ISP, as well as expiring standing contracts.
Further to the above, aiming to compensate passengers for the inconvenience caused by the extensive
construction works and at the same time minimise any potential revenue loss, AIA launched targeted
marketing and sales activities including amongst others a special discount programme for Perfumes &
Cosmetics, and the Fashion Bazaar, achieving striking sales performance.
The Airport’s car parking facilities revenues during 2016 recorded a 5% increase versus previous year,
lagging however behind traffic.
The economic landscape of the country still negatively affects the parking business, whereas the expansion
of the ultra-low cost carriers, whose clientele is more inclined towards low-cost transport means, has
dramatically altered the mix of the Greek O&D passengers who are the parking’s primary users, in favour of
public transport, car drop-off means and other rival parking options.
The E-parking platform has been strategically placed in the centre of parking communication in order to
address ongoing business challenges, supporting sales and further enhancing the offered service against
competing means of airport access. It is well worth mentioning that in 2016 e-tickets increased by an
astounding 53%.
With the main aim to address current parking competition in the vicinity of the airport, the “always on”
marketing campaign provided strong communication of the airport parking offers through radio live reads and
produced spots as well as monthly newsletters and helped to sell out parking products four times during 2016.
In 2016 a sizeable number of over 2.3 million airport users interacted with Terminal Services staff for airport
information and personal assistance. Almost 500,000 calls were handled by the Airport Call Centre with
a nearly 93% of passengers being served within 20 seconds, whereby the “Airport-Info” e-mail service
addressed over 4,300 electronic inquiries.
In recognition of the excellent customer service provided to the public, AIA’s Call Centre was honoured for
a third consecutive year during the “CRM Grand Prix Customer Service Annual Awards” and received the
Silver Award in the category of “Large Call Centres in Greece” for 2015.
Following 15 years of successful operation, the analogue Public Address System used for public
announcements within the terminals was successfully migrated to a new state-of-the-art digital system put
in operation in mid-May. The new system will eventually provide additional features to both AIA’s personnel
and Airport Community members and flexibility to adapt to special operations as well as emergencies,
whereas public announcement sound quality and audibility have already been significantly improved to the
benefit of passengers, visitors and airline operators.
2.4 Property
Amidst the continuing difficulties of the Greek real estate sector, AIA’s property business activities related
to real estate development as well as offices & auxiliary space leases, succeeded in performing at 2014 and
Financial Statements as at 31 December 2016 (Amounts in Euros unless otherwise stated)
7 of 57
and approach were engaged in the upgrade project at the Intra-Schengen area. Besides the one of the key goals
of the project, i.e. the passenger and hand baggage security centralisation, the project aims at the creation of a
Duty-Free walk-through concept and the complete redevelopment of the Intra-Schengen Commercial area so it
is fully integrated with the passenger gate lounges. This large-scale refurbishment will lead to a remarkable net
commercial space increase of 1,500 m² compensating for the loss of approximately 400 m² of commercial space
in the All Users area reserved for the construction of the centralised screening facility.
The completion of the ISP project will mark the thorough remodelling of the greatest part of the Departures
Level commercial area introducing new quality brands and presenting an enriched product portfolio fully
aligned with the latest market trends, thus providing an upgraded shopping experience to all airport users.
Within the frame of redesigning the Intra-Schengen area, AIA prepared, launched and successfully
completed a major Commercial Space tender for the award of 21 tenders involving the development and
operation of 29 commercial units of a total of approximately 2,500 m2 of commercial space, which given
the difficult environment of the retail sector in Greece, attracted satisfactory offers both financially and in
terms of their commercial concepts. The tendered units referred to new commercial space created within
the context of ISP, as well as expiring standing contracts.
Further to the above, aiming to compensate passengers for the inconvenience caused by the extensive
construction works and at the same time minimise any potential revenue loss, AIA launched targeted
marketing and sales activities including amongst others a special discount programme for Perfumes &
Cosmetics, and the Fashion Bazaar, achieving striking sales performance.
The Airport’s car parking facilities revenues during 2016 recorded a 5% increase versus previous year,
lagging however behind traffic.
The economic landscape of the country still negatively affects the parking business, whereas the expansion
of the ultra-low cost carriers, whose clientele is more inclined towards low-cost transport means, has
dramatically altered the mix of the Greek O&D passengers who are the parking’s primary users, in favour of
public transport, car drop-off means and other rival parking options.
The E-parking platform has been strategically placed in the centre of parking communication in order to
address ongoing business challenges, supporting sales and further enhancing the offered service against
competing means of airport access. It is well worth mentioning that in 2016 e-tickets increased by an
astounding 53%.
With the main aim to address current parking competition in the vicinity of the airport, the “always on”
marketing campaign provided strong communication of the airport parking offers through radio live reads and
produced spots as well as monthly newsletters and helped to sell out parking products four times during 2016.
In 2016 a sizeable number of over 2.3 million airport users interacted with Terminal Services staff for airport
information and personal assistance. Almost 500,000 calls were handled by the Airport Call Centre with
a nearly 93% of passengers being served within 20 seconds, whereby the “Airport-Info” e-mail service
addressed over 4,300 electronic inquiries.
In recognition of the excellent customer service provided to the public, AIA’s Call Centre was honoured for
a third consecutive year during the “CRM Grand Prix Customer Service Annual Awards” and received the
Silver Award in the category of “Large Call Centres in Greece” for 2015.
Following 15 years of successful operation, the analogue Public Address System used for public
announcements within the terminals was successfully migrated to a new state-of-the-art digital system put
in operation in mid-May. The new system will eventually provide additional features to both AIA’s personnel
and Airport Community members and flexibility to adapt to special operations as well as emergencies,
whereas public announcement sound quality and audibility have already been significantly improved to the
benefit of passengers, visitors and airline operators.
2.4 Property
Amidst the continuing difficulties of the Greek real estate sector, AIA’s property business activities related
to real estate development as well as offices & auxiliary space leases, succeeded in performing at 2014 and
Financial Statements as at 31 December 2016 (Amounts in Euros unless otherwise stated)
7 of 57
