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ePaper created 2015-05-06, 16:02:41 | version 1.38.0
Prerequisite for our success: Customer satisfaction Customers At an international hub such as Frankfurt Air- port, we as operator must meet or exceed the expectations of our various customers every day. Passengers primarily want an airport that is easy to navigate, short waiting times, and clean infrastructure. Airlines demand seamless, on-time handling on the ground and flawless interfaces. For cargo customers and transport companies, short distances, the best possible connection to different modes of transport, and the central implementation of all security measures are crucial. Operators of shops and restaurants at the airport expect route planning based on modern infrastruc- ture, which gives passengers easy access to their product ranges. On behalf of the security authorities, around 2,000 Fraport employees and some 700 employees of an external se- curity provider (I-SEC) implement statutory requirements during passenger, baggage, and goods checks. We provide attractive areas in Arrivals for car rental companies. Their cars are housed in parking areas that are as close as possible for passengers. In addition, Fraport cooperates with a number of taxi companies that use assigned parking spaces directly in front of both terminals. Regional bus compa- nies benefit from the spacious stops outside of Terminal 1. Easier orientation and free Wi-Fi We adapted the “Great to have you here!” service initiative to changing passenger re- quirements in 2014. In 5 subprograms, we plan to significantly improve signposting, the atmosphere and comfort in the terminal, as well as the range of recreational, work, and entertainment opportunities. Among other things, the airport’s provision of Wi-Fi was expanded in 2014, and the Wi-Fi can now be used by passengers and visitors free of charge 24 hours per day. New information kiosks and better signposts at heavily frequented inter- sections make the airport easier to navigate. The “My Airport Guide” is also new – an indi- vidual companion through the entire airport process, which is available in 10 languages, as well as “Home to Gate” – a service that supplements customer care at the airport through pickup services from home or from another starting point. In addition, we have begun to redesign some wall surfaces and are thereby making an investment in improving the atmosphere of the terminal. Our efforts are continuing to pay off in 2014: With passenger satisfaction levels at 80 %, we were able to achieve our ambitious goal for overall satisfaction (≥80 % ) for the third year in a row in 2014. We received the title of “service champion” in the ranking of a total of 1,500 evaluated companies and facilities. As in the previous year, Frankfurt achieved a gold medal position and remains industry leader among German airports with over 8 million passengers per year. The rankings are created annually by the market research company Service/Value, Goethe University Frankfurt, and “Die Welt” newspaper, and form the largest service barometer in Germany. Our 2014 Compact34 Responsible Corporate Management