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ePaper created 2015-05-06, 16:02:41 | version 1.38.0
Safety and security in air traffic Guaranteeing safety and security by preventing terrorist activity and protecting passengers in civil air transport, as well as operational safety over the entire airport site. Safety and security in air traffic and in operational areas are always of the highest priority for Fraport, thus no targets are set at this point. In order to guarantee maximum standards of safety and security at all times, we continuously further develop our processes and adapt them to changing circumstances. Something that presents a challenge here is designing necessary security controls and measures in a way that burdens travelers and employees as little as possible. Goals and measures that aim to increase customer satisfaction are included in the relevant area of activity. Product quality and customer satisfaction Innovation and the continuous improvement of our services, reflected in our customers’ high level of satisfaction. Ensuring Frankfurt site’s hub function and maintaining the Group’s competitiveness. Objectives: Lasting stabilization of passenger satisfaction at 80 % at the minimum, long-term retention of more passengers at FRA, improving the competitive position of the FRA hub Duration: 2016 Measure Status Definition of 5 work packages: 1.) “Arrival and orientation”: Improving the arrival experience and finding your way around 2.) “Culture, art, & atmosphere”: Creating an identity and recognition factor through the implementation of various improvement projects for terminal infrastructure, e.g. art and culture projects 3.) “Furnishing and comfort”: Adaptation to international standards 4.) “Relax & sleep”: Expanding our offer to include rest and relaxation options 5.) “Work & explore”: Expanding workspace and entertainment opportunities Executing and further developing service training for employees with direct contact with passengers Passenger satisfaction 2014: 80 % On 1.): >> Terminal 1: Implementation of signposts to kids’ play areas; signposts to hand-baggage trolley depot planned for 2014 and 2015 >> Terminal 2: Signposts for airline information above entrances planned for 2014 and 2015 >> Introduction of 3 new information kiosks at central process points in terminals in 2014, construction of four new information kiosks planned for 2015 On 2.): >> Enhancing wall surfaces, e.g. Terminal 1 departures level On 3.): >> Introduction of free Wi-Fi access Objective: Increasing airline customer satisfaction (measurement tool: Customer Service Index) Duration: 2014 Measure Status Implementation of a package of measures for both airside and landside as well as corporate safety and security, based on the survey results from airline representatives >> The survey tool was revised in 2014, with the goal of greatly streamlining it and accordingly making it more focused. >> In addition to quantitative content, qualitative content is also requested from airline representatives. Measures to be implemented will be derived from the survey. II Sustainability Program 2014