A unique environment for stakeholders

At Athens International Airport, responsible business operations are of paramount importance for providing quality experience for our passengers and stakeholders.

Customer Experience  

• Our Commitment to High-Quality Service 

The Airport Company is committed to prioritising the voice of the customer by continuously assessing service quality and passenger experience. We employ a comprehensive range of feedback channels and metrics, from structured surveys to real-time communication and passenger comment management. Additionally, through our innovative 'i-mind' program, employees act as ‘potential travelers’, directly monitoring and evaluating the level of service provided, ensuring we consistently meet and exceed passenger expectations. 

• Continuous Improvement 

Analysing these insights from various sources of information on an on-going basis, enables the Airport Company and its business partners to assess and further improve the level of the offered services, based on passengers’ needs & motives. 

• Engaging with Stakeholders 

We maintain open communication with our stakeholders through social media, our website, and direct passenger feedback. This ongoing open dialogue helps us continuously improve and respond to the evolving needs of our customers. 

For more information, please refer to our 2023 Annual & Sustainability Report. 

Assistance Services to Persons with disability or/and reduced mobility

At Athens International Airport (AIA), since 2008, an integrated approach has been adopted, to provide reliable high-quality services to Persons with disability or/and reduced mobility. AIA ensures a seamless and dignified travel experience for all passengers with disability or/and reduced mobility by outsourcing services to specialized providers, coordinating and monitoring operations around the clock, utilizing advanced technology, and providing specialized training for our personnel. 

Our collaboration with local and international representative bodies enhances our understanding and responsiveness to the rights and needs of travelers with disability or/and reduced mobility, providing access to a broad network of organizations and best practices.

• Outsourcing Services to Third Parties: Since 2008, AIA has outsourced the provision of assistance services to Persons with disability or/and reduced mobility to multiple contractors, aiming to further enhance service quality through healthy competition while reducing operational risks. 

• 24/7 Coordination and Monitoring: A dedicated department at AIA coordinates and monitors the Contractors providing Assistance Services to persons with disability or/and reduced mobility around the clock. The Coordination Office, located at the Departures Level of the Main Terminal Building, ensures seamless service provision 24/7. 

• Quality Monitoring: The efficiency and quality of the provided assistance services are ensured through: 

  • Regular quality inspections performed by AIA’s personnel. 

  • Annual surveys conducted on a sample of airport users; the satisfaction rating for persons with disability or/and reduced mobility is at 4.79 out of 5. 

• Advanced IT Platform: To improve the efficiency of provided services, AIA collaborated with a local startup software development company and its specialized contractors to develop and launch a new, advanced IT platform for persons with disability or/and reduced mobility. 

• Tailored Training for Staff:  AIA, in collaboration with the National Confederation of Disabled Persons and its Institute, developed and implemented a specialized training course on the rights of persons with disability or/and reduced mobility, for all personnel who interact directly with the traveling public, aimed at enhancing service provision. 

• Collaborative Efforts: AIA is in close collaboration with the following organisations: 

  • Airport Users Committee. 

  • Local and international air transport associations. 

  • Various international, European, and local associations related to air passenger travel of persons with disability or/and reduced mobility. 

All these initiatives ensure that passengers with disability or/and reduced mobility receive services that are aligned with the highest standards, with respect for each passenger. 

Art & Culture

In addition to being a travel hub, Athens International Airport (AIA) is also a vibrant cultural venue. Since 2001, it has hosted over 100 exhibitions and numerous cultural events, showcasing the richness of Greek culture to millions of passengers and visitors every year. 

Our Commitment to Culture

• A dynamic mix of Exhibitions and Events: From ancient artifacts to contemporary art, AIA offers a unique cultural experience within the airport. 

Supporting Major Greek Cultural Institutions:  

• National Theatre of Greece 

• Megaron Athens Concert Hall 

• The Acropolis Museum 

• Greek National Opera 

• Museum of Cycladic Art 

• Athens Epidaurus Festival 

• Multitrab Productions 

• Benaki Museum 

• “Eleusis 2023” - European Capital of Culture 

• Collaborations with Cultural Institutions: Our partnerships with institutions such as the DIAZOMA Association and the City of Athens aim to contribute to the protection and promotion of Greek monuments and ancient theatres, ensuring the continuity and integrity of Greece’s cultural heritage in time.

Community Engagement

Athens International Airport (AIA) is consistently supporting local communities through its annual corporate Community Engagement Plan (CEP). Our core focus areas include education, social aid, culture, athletics, and environmental protection. By collaborating with local authorities, we prioritize impactful projects that benefit vulnerable groups and social institutions.

Corporate Social Responsibility

AIA's Corporate Social Responsibility (CSR) initiatives focus on promoting workplace inclusion, supporting individuals with disabilities, and addressing critical social issues such as human trafficking and road safety. To foster long-term environmental and societal sustainability, we also engage in humanitarian aid, disaster relief, reforestation projects, and environmental clean-ups, all tailored to specific circumstances. 

Empowering Communities with People at the Center

At AIA, our commitment to corporate social responsibility includes fostering inclusive growth and supporting communities in need. Through strategic partnerships and dedicated initiatives, we aim to make a positive impact both locally and globally. 

Inclusive Initiatives  

To facilitate social integration and empowerment of individuals with intellectual disabilities, AIA in collaboration with the social cooperative enterprise “The Power of a Flower,” offers vocational training and employment opportunities. This initiative encompasses flower shop at the Main Terminal Building and the facilitation of sustainable agricultural projects within the Athens Airport area. 

Humanitarian Efforts 

AIA is dedicated to supporting local communities through various humanitarian efforts. Our most recent contributions include: 

• Providing emergency aid after the 2023 earthquake in Turkey and Syria. 

• Supporting infrastructure restoration in Mati, Attica, following the 2018 fires. 

• Approving €2 million in financial aid for communities affected by severe floods in central Greece in 2023. 

These initiatives reflect our ongoing commitment to social responsibility and community support. At AIA, we strive to make a difference by fostering inclusive growth and providing aid to communities facing adverse conditions.

Responsible Procurement

At Athens airport, our procurement practices prioritise fair management, transparency, and integrity. Guided by our Corporate Procurement Policy, we ensure: 

• Fair Treatment: Equal opportunities for all and exclusion of discrimination. 

• Objective Selection: Clear selection criteria. 

• Electronic Procurement: Using electronic tenders to ensure competitive terms. 

• Conflict Prevention: Establish procedures to avoid bias.

For more details, visit our Procurement Policies & Commitments. 

Supplier’s Code of Conduct

Our suppliers must comply with applicable legal framework, maintain high standards of ethics, respect human rights, and prioritize environmental responsibility and safety.

Procurement Policy 

AIA maintains strict standards to ensure compliance with the applicable regulatory framework, excluding non-compliant parties from future tendering processes.

Supplier Training

Through the Hellenic Pact for Sustainable Industry, Athens airport promotes sustainable business practices that are aligned with EU regulations.

ESG Criteria 

We integrate environmental, social, and governance (ESG) criteria in our calls for tenders, assessing suppliers against international and European sustainability standards.

Athens International Airport (AIA) has significantly boosted economic growth in Greece, creating jobs and fostering fair competition through responsible practices. A study conducted by IOBE (2018) shows AIA contributes 4.4% to Greece's GDP and supports 181,000 jobs nationwide. AIA prioritizes local employment and community integration, aiming for sustainable development and enhancing passenger satisfaction and safety.

Check out the previous Economic Impact Studies commissioned by AIA here.