6 EXCELLENCE IN TERMS OF QUALITY AND SECURITY - Quality and improvement Operational and airport - Aena
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71
ANNUAL REPORT CSR
2017
6
CHAIRMAN’S MESSAGE
1. ABOUT US
2. RESPONSIBLE
GOVERNMENT
3. RISK MANAGEMENT
4. HE CREATION OF
T
EXCELLENCE IN
VALUE AT AENA
5. COMPLIANCE WITH PLANS
TERMS OF QUALITY
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
AND SECURITY
7. THE PEOPLE AT AENA
8. RELATIONS WITH Quality and Operational
THE ENVIRONMENT improvement and airport
of service security
9. DIVERSITY
10. SOCIAL CONTRIBUTION
11. HUMAN RIGHTS Quality experience in all services
12. INNOVATION Improvements in airline services
13. M ETHODOLOGY OF Progress in passenger services
THIS REPORT
Operational and airport security
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
72
ANNUAL REPORT CSR
2017
Challenges Main measures and
Quality aspects concerning
CHAIRMAN’S MESSAGE and service The satisfaction and perception of the users
determines the vast majority of opportunities for
management
1. ABOUT US improvement improvement and in the Spanish market may result
•• Mechanisms for the identification of complaints
in economic incentives / penalties as is duly stated in
and claims.
2. RESPONSIBLE DORA 2017-2021.
•• Measurement of satisfaction/perception of
GOVERNMENT
Improving the quality of passenger service at the airport users.
3. RISK MANAGEMENT London-Luton Airport with the start-up of new
•• Implementation of improvements in facilities
infrastructure, minimizing the impact of the works.
and services.
4. HE CREATION OF
T
•• Improvement of the commercial offer of London-
VALUE AT AENA
Luton Airport.
5. COMPLIANCE WITH PLANS
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
Main milestones Aims Results Perspectives
2017 2017 2017 and future outlook
7. THE PEOPLE AT AENA
•• Compliance with demanding and
•• Obtain the high degree
•• €29.4 M allocated to competitive quality standards,
8. RELATIONS WITH Start-up of the new of customer satisfaction improve the service of
THE ENVIRONMENT parking building and access ensuring that throughout the
committed in DORA 2017- the Spanish airports
to London-Luton Airport. regulatory period high quality levels
2021 in the different network (€1.76 M in
9. DIVERSITY processes in which they are London-Luton Airport).
are maintained, implementing
and developing the necessary
Start of DORA: 17 involved when they use our
10. SOCIAL CONTRIBUTION new demanding and facilities and services. •• 3.92 out of 5 in improvement actions.
competitive quality quality for services to •• Complete the expansion work of the
11. HUMAN RIGHTS indicators.
•• Development of works
passengers (Spanish London-Luton Airport (scheduled for
and improvement projects airports network).
Service for People with August 2018).
12. INNOVATION at London-Luton Airport,
Reduced Mobility: launch maintaining optimal quality •• Start of works for the connection of
13. M ETHODOLOGY OF of the improvement project levels, to accommodate the a light rail (DART - Direct Air to Rail
THIS REPORT for the service: new era of growth of network traffic. Transfer) from London-Luton Airport
the PRM service. to the railway station, whose start-up
is expected for 2021.
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
Indicators GRI: 102-15; 103-1
73
ANNUAL REPORT CSR
2017
Challenges Main measures and
Operational aspects concerning management
CHAIRMAN’S MESSAGE security Airports are infrastructures prone to the
effects of adverse weather conditions (fog,
•• Certification of airports according to EU Regulation
1. ABOUT US heavy rains, floods, snow and ice, extreme
139/2014.
temperatures or strong winds, which can be
2. RESPONSIBLE aggravated as a result of climate change), •• Simulation plan.
GOVERNMENT and the risk of accidents and incidents,
•• Update of the NSP.
thus being able to give rise to a loss of
3. RISK MANAGEMENT •• Implementation of Business Continuity Plans and Recovery
operational capacity (delays, cancellations)
of activity in the 7 airports with more than 9 million
4. HE CREATION OF
T and elevated incidence on efficiency and
passengers.
VALUE AT AENA safety (accidents).
5. COMPLIANCE WITH PLANS
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
Main milestones Aims Results Perspectives
7. THE PEOPLE AT AENA 2017 2017 2017 and future
outlook
8. RELATIONS WITH •• Finalise the airport •• Investment in Operational Security:
THE ENVIRONMENT certification process. 73.2 million euros.
Completion of the airport •• Maintenance of
certification process •• Investment of 10 million euros in certification and the
9. DIVERSITY according to EU Regulation security equipment (1.21 million highest levels of security.
139/2014.
10. SOCIAL CONTRIBUTION euros in London-Luton Airport).
•• Creation of the Central Office
•• 100% of the airports owned by AENA of Operational Security
11. HUMAN RIGHTS certified according to EU Regulation (OCSO).
139/2014 (including London-Luton
12. INNOVATION Airport).
13. M ETHODOLOGY OF
THIS REPORT
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
Indicators GRI: 102-15; 103-1; 201-2
74
ANNUAL REPORT CSR
2017
Challenges Main measures and
Airport aspects concerning management
CHAIRMAN’S MESSAGE Security The terrorist threat has continued
to remain a concern in 2017,
and will continue to be so in •• Compliance with security •• Upgrade from standard 2 to standard
1. ABOUT US the future. Endeavours must be regulations at all Aena airports. 3 of the EDS warehouse inspection
teams.
2. RESPONSIBLE continued at the highest level, •• Update of Airport Security
GOVERNMENT complying with the requirements Programmes. •• Replacement of X-ray inspection
of airport security regulations, both equipment to comply with regulatory
3. RISK MANAGEMENT nationally and internationally.
•• Drills of Acts of Unlawful
requirements.
Interference to verify the capacity
4. HE CREATION OF
T After the entry into force of RE of resolution before a terrorist act. •• New private security contracts with
VALUE AT AENA quality indicators of security and
2017/458, the border challenge •• Internal Quality Control (25 reviews
consists of improving the border passenger service.
and 3,000 security tests).
5. COMPLIANCE WITH PLANS points with the increase of ABC •• Review of the Critical Infrastructure
•• External audits by the Competent
(Automated Border Control) in Protection Plan.
EXCELLENCE IN Main milestones Authority and the European
6. TERMS OF QUALITY the airports featuring the most
Commission (62 audits by Aesa). •• ABC development plan in the main
2017
international traffic in the network.
AND SECURITY airports.
7. THE PEOPLE AT AENA
Successful results of the
8. RELATIONS WITH audits by the European
Aims Earnings Perspectives
THE ENVIRONMENT Commission in Barcelona,
Menorca and Palma de 2017 2017 and future outlook
9. DIVERSITY Mallorca, and of the CAA in
•• Compliance with the requirements
London-Luton. •• Investment in Physical •• Renewal of automatic detection
of EU regulations 300/2008 and
10. SOCIAL CONTRIBUTION 2015/1998, amongst others, and
Security: 18.6 million equipment for explosives in hold (EDS)
Bidding on security euros in the period 2018-2022 (scheduled for
the National Security Programme.
11. HUMAN RIGHTS files contemplating the
•• ACI Index * 2017: 0.821
2018 in London-Luton Airport).
requirements of the •• Implementation of a security •• Automation of processes in security
(1.7% lower than 2016)
12. INNOVATION agreement to guarantee the document that includes the filters.
service without problems of requirements of the agreement and •• Supply of ABC equipment in passport
13. M ETHODOLOGY OF queues at the airports after with quality indicators. (*) ACI Index: number of accidents
controls.
THIS REPORT the application of the award and incidents of Airport Council
•• Update equipment to meet safety International, for every 10,000 •• Extension of security control in London-
at the Barcelona-El prat operations.
standards and requirements. Luton Airport increasing its capacity by
Airport.
ABREVIATIONS AND ACRONYMS 35%.
YOUR OPINION MATTERS
Indicators GRI: 102-15; 103-1; 416-275
Quality experience in all services
ANNUAL REPORT CSR
2017
CHAIRMAN’S MESSAGE Aena wishes to offer a quality experience in all the services it provides. The modern infrastructure of its
airports ensures high standards in terms of quality, security and service.
1. ABOUT US
2. RESPONSIBLE The quality and safety system of Aena includes hub airports (including London-Luton Airport) a safe,
GOVERNMENT measures to monitor and control the satisfaction modern and attractive environment for all. The control
of the different users of its airports in order to and monitoring extend to its supply chain to be able
3. RISK MANAGEMENT
design improvement programmes that allow us to to respond to the expectations of the users.
4. HE CREATION OF
T continue offering high quality services and make its
VALUE AT AENA
5. COMPLIANCE WITH PLANS
Main complaints and claims
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
Indicator No. 2016 No. 2017 Variation (%)
1. Transport contract 3.730 2,992 -19.8%
7. THE PEOPLE AT AENA 2. Handling 643 575 -10.6%
3. Information Systems 484 469 -3.1%
8. RELATIONS WITH
THE ENVIRONMENT 4. Facilities 570 604 6.0%
5. Security services 1,541 2,297 49.1%
9. DIVERSITY
6. Supplementary Services 1,067 1,246 16.8%
10. SOCIAL CONTRIBUTION 7. Access points 38 50 31.6%
11. HUMAN RIGHTS 8. Damage and theft 344 364 5.8%
9. Miscellaneous 188 141 -25.0%
12. INNOVATION
10. Shopping and Food & Beverage services 411 455 10.7%
13. M ETHODOLOGY OF 11. Parking facilities 1,468 1,959 33.4%
THIS REPORT
Total Airport Management C and C 6,111 7,585 24.1%
ABREVIATIONS AND ACRONYMS In London-Luton Airport they have dealt with, since December 2016 and throughout 2017, 10,687 queries, of which 61% are
complaints/claims, 5% congratulations/acknowledgments, and the remaining 34%, general inquiries.
YOUR OPINION MATTERS
Indicators GRI: 103-2; 416-1; 416-2; 418-176
ANNUAL REPORT CSR The economic dimension associated with the than in 2016. In terms of quality, the investment in 2017
2017 implementation of the 2017 improvement program amounted to 1.76 million euros. Aena believes that it has
resulted in 29.4 million euros of investment in quality and met the required quality levels in 2017, as well as having
91.8 million in security in the Spanish airport network. executed strategic investments planned, so it does not
The investment in security in London-Luton Airport is expect the maximum annual income per passenger to be
CHAIRMAN’S MESSAGE
estimated at 1.21 million euros in 2017, 9.28% more penalized for these reasons..
1. ABOUT US
2. RESPONSIBLE
GOVERNMENT
3. RISK MANAGEMENT €121.2 M
invested in quality and
4. HE CREATION OF
T
VALUE AT AENA safety in the network of
Passenger satisfaction and Satisfaction and perception of Relationship with State Security Spanish airports (€2.97 M
perception: airlines: Forces:
5. COMPLIANCE WITH PLANS •• Working groups / committees /
invested in London-Luton
•• ASQ surveys (Airport Service •• Working groups / committees / Airport)
Quality) endorsed by the ACI expert sessions expert sessions
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
(International Council of Airports)
•• Happy-or-Not systems at the
•• Mixed monitoring commissions
•• Analysis of the satisfaction and
•• Mixed monitoring commissions
exit of the toilets, in the luggage quality perception of airlines
7. THE PEOPLE AT AENA collection area and at the exit of
the security filters in 33 airports
8. RELATIONS WITH throughout the network. Relationship with franchisee
THE ENVIRONMENT companies
•• Focus Group Perception
•• Periodic surveys
9. DIVERSITY •• Web surveys QR codes
London-Luton Airport: •• Aena Companies Portal
10. SOCIAL CONTRIBUTION •• Surveys similar to the ASQ (400
surveys in 2017)
11. HUMAN RIGHTS
•• Happy-or-Not system in toilets,
12. INNOVATION security, border control and
luggage collection.
13. M ETHODOLOGY OF •• Mystery Shopper programme for
THIS REPORT the evaluation of the quality of
the commercial offer. Scope of the integrated quality and environment system
ABREVIATIONS AND ACRONYMS Policy on integrated management of quality, environment and energy efficiency
YOUR OPINION MATTERS77
Improvements in airline services
ANNUAL REPORT CSR
2017
CHAIRMAN’S MESSAGE In 2017, the airlines were provided with fluid operations, as well as facilities in the best conditions and with the
most suitable technology.
1. ABOUT US
2. RESPONSIBLE
GOVERNMENT In relation to performances in •• Actions on the coast line at head In order to optimise the use
the air fields and aprons, it has 03 of the Lanzarote Airport to of resources and airport
3. RISK MANAGEMENT been possible to improve the service endow it with RESA (runway fringe infrastructures, thus improving
provided thanks to: end safety area), and on the air the efficiency of operations and
4. HE CREATION OF
T
VALUE AT AENA •• Construction of two new access field at La Palma Airport. minimizing delays, the main airports
roads to the 24R heading on the (Adolfo Suárez Madrid-Barajas,
•• Regeneration of taxiway pavement
5. COMPLIANCE WITH PLANS north runway and three new access
T0 at Reus Airport and on the
Barcelona-El Prat and Palma de
roads to the 06R runway on the Mallorca) have the optiA-CDM system
runway of Son Bonet Airport.
EXCELLENCE IN south runway for the improvement (Airport Collaborative Decision
6. TERMS OF QUALITY
AND SECURITY
of the management of large-scale
aircraft operations at Palma de
•• Expansion of aircraft parking apron
and extension of a taxiway to the
Making). The system provides relevant
information in real-time of the
Mallorca Airport. fringe of runway 08 at London- different stakeholders (companies,
7. THE PEOPLE AT AENA •• Improvement of pavements, to
repair deterioration of different
Luton Airport.
Improvements have also been
handling agents, providers of air
navigation services, etc.) and allows
3.56
8. RELATIONS WITH nature in areas of the air field, carried out related to the service for the reduction of the aircrafts' time level of general
THE ENVIRONMENT
reversal points and runway areas at of airbridges, handling, parking, scale. The airport of Alicante-Elche satisfaction of the airlines
Malaga-Costa del Sol Airport. fuel and other services such as has a similar system called "Advanced (reference value 3.55)
9. DIVERSITY the construction of the new cargo Tower", which in 2017 has been (Spanish airports network)
•• Actions derived from the change extended to the airports of Gran
terminal for two operators, the award
10. SOCIAL CONTRIBUTION of the runway designation of the
of a new fuel storage and distribution Canaria and Malaga-Costa del Sol.
Tenerife Sur Airport (vertical and
service at Zaragoza Airport, which
11. HUMAN RIGHTS horizontal signs and modification
cuadruples present supply capacity,
of the control system and beacon
12. INNOVATION presentation).
and the opening of a new 1,700-seat
high-rise parking lot at London-Luton
13. M ETHODOLOGY OF Airport.
THIS REPORT
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS78
Progress in passenger services
ANNUAL REPORT CSR
2017
CHAIRMAN’S MESSAGE To ensure passengers a comfortable and quality stay, different actions have been carried out to improve airport
and commercial services.
1. ABOUT US
2. RESPONSIBLE
GOVERNMENT Regarding the actions aimed at improve the passenger •• accessibility to cover the needs of passengers with
3. RISK MANAGEMENT experience, in 2017, in addition to refurbishments and reduced mobility (PRM), such as the installation of
maintenance of toilets, floors and façades, in the airport two new lifts at the west end of the A module for
4. HE CREATION OF
T area, improvements are highlighted in: the exclusive use of PRMs at the Palma de Mallorca
VALUE AT AENA Airport, the creation of a new point of service for PRM
•• guidance within the terminal with performances in
in the boarding area of Fuerteventura Airport or the
static signage and service information offered to the
5. COMPLIANCE WITH PLANS public,
reinforcement of seats for PRM in waiting areas next
to monoliths in Menorca Airport,
EXCELLENCE IN •• continuous training for airport staff, airlines and
6.
•• waiting areas for passengers travelling with children,
TERMS OF QUALITY handling staff in the procedures of dealing with and
AND SECURITY improvement of the passenger experience,
•• lighting, air conditioning, electromechanical
with playground, parent area from which monitor their
children, library, rear projection area, lactation room
with microwave and toilet with changing diapers at the
3.92
7. THE PEOPLE AT AENA
installations, benches, children's areas and work airports of Palma de Mallorca, Tenerife Norte, Tenerife
out of 5 in quality of
stations to ensure passenger comfort throughout their Sur, Santiago de Compostela, Menorca and London- service to passengers
8. RELATIONS WITH stay at the airport, (ASQ survey European
THE ENVIRONMENT Luton Airport.
reference data: 3.99)
(Spanish airports network)
9. DIVERSITY
10. SOCIAL CONTRIBUTION
11. HUMAN RIGHTS
12. INNOVATION
13. M ETHODOLOGY OF
THIS REPORT
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS79
ANNUAL REPORT CSR In relation to the commercial area, in 2017 •• The extension of the facilities made available to
2017 improvements undertaken have focused on:
•• The modernisation and digitalisation of the Tax Free
driverless car rental companies. In particular, 26 new
customer service locations have been made available
within the terminals and 600 parking spaces and
3.40
Tent in T4 Satellite Terminal of Adolfo Suarez Madrid- quality level of commercial
CHAIRMAN’S MESSAGE 100,000 m2 devoted to cars' storage in addition to
Barajas Airport, and the opening of a new shop at the premises (reference value
those adjudicated in the contract.
end of the longitudinal dike of the T1 of Barcelona-El Europe: 3.44).
1. ABOUT US Prat Airport. •• New parking products have been implemented in the (Only Spanish airports network)
airports of Palma de Mallorca, Menorca and Valencia,
2. RESPONSIBLE •• Renewal and expansion of the commercial offer in
with parking areas closer to the terminal.
GOVERNMENT Canary Islands and the Balearic Islands airports:
•• As part of the terminal expansion project, 2,500 square
3. RISK MANAGEMENT •• Service start-up of practically all of the new Food &
4. HE CREATION OF
T
Beverage services offered at the airports of Bilbao (5
premises), Ibiza (6 premises, leaving 3 for the summer
metres of retail space have been opened at London-
Luton Airport. The quality of this offer is continuously
monitored through the Mystery Shopper project.
3.32
VALUE AT AENA season in 2018), Fuerteventura (6 premises), as well Food & Beverage quality
as 2 new points in the module C at Palma de Mallorca level (reference value
5. COMPLIANCE WITH PLANS Airport. Europe: 3.31).
•• The renewal of vending machines in the airports of (Only Spanish airports network)
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
Ibiza, Tenerife Sur and Gran Canaria.
7. THE PEOPLE AT AENA
8. RELATIONS WITH
2.85*
THE ENVIRONMENT
Parking facilities quality
level
9. DIVERSITY (Spanish airports network)
10. SOCIAL CONTRIBUTION
11. HUMAN RIGHTS
12. INNOVATION
3.49*
Quality level of VIP lounges
(Spanish airports network)
13. M ETHODOLOGY OF
THIS REPORT
(*) Without reference value, since
ASQ has not established specific
ABREVIATIONS AND ACRONYMS objectives for 2017
YOUR OPINION MATTERS80
Operational and airport security
ANNUAL REPORT CSR
2017
CHAIRMAN’S MESSAGE The investments made in the field of security in the network of Spanish airports
accounted for 30% of the total investment of Aena in 2017, amounting to €91.8 M
1. ABOUT US
(59% more than in 2016)
2. RESPONSIBLE
GOVERNMENT
3. RISK MANAGEMENT Airport security
4. HE CREATION OF
T
Aena was named Critical Operator
in 2015 by the Secretary of State
the airports of Barcelona, Menorca and
Palma de Mallorca, while AESA carried
of the infrastructures, and provide
them with automatic border control
100%
VALUE AT AENA of the international
for Security. In 2016, the Security out 62 inspections at all airports in the equipment ABC (Automated Border
airports of Aena
5. COMPLIANCE WITH PLANS Plan for the Critical Operator Aena network. Control) in order to comply with the
with Schengen
was approved, and in June 2017, requirements of the RE 2017/458
In addition, during 2017 the border fulfil the
the Specific Protection Plans for the more effectively, thus ensuring the
EXCELLENCE IN border regulations 2017/458 were
6. TERMS OF QUALITY
AND SECURITY
Critical Infrastructures of Aena were
approved.
approved in which systematic checks
were carried out on all passengers
management of passenger traffic
in the network of Spanish airports
requirements of the
RE 2017/458
managed by Aena. At present, 100%
Aena is immersed every year in a crossing a Schengen border. All the
7. THE PEOPLE AT AENA process of airport security audits in international airports of Aena have
of the international airports of Aena
with Schengen borders meet these
€91.8 M
accordance with the international complied with the requirements of the
8. RELATIONS WITH regulations contained in the aforementioned regulation, whose
requirements.
THE ENVIRONMENT
European regulations 300/2008 and control is the responsibility of the
In addition to the actions taken
2015/1998, and in accordance with National Police. invested in the field of
9. DIVERSITY the national regulations contained in
immediately to improve traffic
security in the network
Given the volume of passengers management in application of the
the National Security Programme. of Spanish airports (the
10. SOCIAL CONTRIBUTION at Spanish airports, and especially new border control regulations, we
To ensure compliance with these international traffic in the outer have continued to optimise security
investment in security
11. HUMAN RIGHTS regulations, Aena is regularly audited Schengen region, Aena, together processes. in London-Luton
by both the European Commission with the Home Office, are working on Airport is estimated at
12. INNOVATION and AESA. During 2017, the European medium and long-term plans to adapt €1.21 M in 2017)
Commission carried out inspections at the facilities and functional designs
13. M ETHODOLOGY OF
THIS REPORT
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
Indicators GRI: 103-381
ANNUAL REPORT CSR In particular, reinforcements made in terms of support From Aena, we will work on improving the passenger
2017 services in the control of passports (alarms, new control
cabins, virtual assistant, new security filters) in the airports
of Madrid, Barcelona, Palma de Mallorca, Malaga and Alicante,
experience, focusing on the following areas:
•• Infrastructure axis: improvement of the area for the
100%
security process, such as greater space, better lighting,
increasing the capacity of the infrastructure and minimising of the network certified
CHAIRMAN’S MESSAGE furniture renovation, provision of chairs, footwear,
passenger waiting times, come to the fore. Added to this, according to Regulation
wooden floors, process information through video and
1. ABOUT US from the viewpoint of operational safety, the following (EU) 139/2014 or the
signage.
actions are worth remarking on: national regulations
2. RESPONSIBLE
•• Renovation of the old fencing of critical areas in the Palma
•• Security equipment axis: improvement of security according to RD 862/2009
GOVERNMENT equipment in current filters, with the inclusion of
de Mallorca Airport, as a measure to reduce the indicator
deviators for luggage for second-line inspection,
3. RISK MANAGEMENT of Runway Incursions.
automatic hand luggage treatment systems and
•• New airport coordination centre at Santiago Airport. automatic return to improve the inspection process.
4. HE CREATION OF
T
VALUE AT AENA •• Optimisation and reduction of runway closing times for •• Personal security axis: evaluate the training in
works and maintenance of the installation of visual aids, social skills and customer guidance in service contract
5. COMPLIANCE WITH PLANS with a new monitoring system for the cut-outs of the documents.
regulators at Palma de Mallorca Airport.
•• Safety procedural axis: improvement of the passenger-
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
•• Extension of operating hours at the Vitoria Airport by
55%.
focused process with less intrusive procedures.
•• The construction of a border inspection post at the
7. THE PEOPLE AT AENA Tenerife Norte Airport and the new multifunctional room
that will also serve as a care room for family members of
8. RELATIONS WITH victims within the Self-Protection Plan at Tenerife Sur
THE ENVIRONMENT Airport.
9. DIVERSITY •• In the case of London-Luton Airport, a special follow-up
is made of the Brexit negotiations, which could force
10. SOCIAL CONTRIBUTION changes to the border control system, thus implying the
need for new infrastructures and change of procedures.
11. HUMAN RIGHTS
12. INNOVATION
Security controls in Aena
13. M ETHODOLOGY OF
THIS REPORT Airport security
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
Indicators GRI: 416-182
ANNUAL REPORT CSR Operational security
2017
Aena has been immersed for the last Norte, La Palma, Lanzarote, Asturias, However, in the case of the 6 air
10 years in an aerodrome certification Santiago, AS Madrid-Barajas, Malaga, bases open to civilian traffic and
CHAIRMAN’S MESSAGE process, first according to the Ibiza, Barcelona, Valencia,
Palma de the airport of joint use of Zaragoza,
national regulation RD 862/2009, Mallorca, Granada, Jerez, Melilla, El Aena, in coordination with the heads
1. ABOUT US and subsequently in accordance Hierro, Fuerteventura, Burgos, Girona, of the air bases, also responds to
with the European Regulation (EU) Almeria and Alicante, 100% of the the requirements established in RD
2. RESPONSIBLE 139/2014, which has required a great airports over which Aena owns the 862/2009, planned in the future to
GOVERNMENT effort of adaptation of infrastructure facility (apron and movement area, adapt to the terms established in the
3. RISK MANAGEMENT to improve safety and comply with including runways) is certified. European Regulation.
international technical standards.
4. HE CREATION OF
T With the certification in 2017 (or the A total of 39 airports have been
VALUE AT AENA conversion of its certifications) of the certified (33 by the EU regulations
airports of San Sebastian, Tenerife and 6 by the national one according to
5. COMPLIANCE WITH PLANS Sur, Santander, Gran Canaria, Vitoria, RD862 / 2009) along with 2 heliports
Pamplona, A Coruña, Vigo, Tenerife (by national regulations).
EXCELLENCE IN
6. TERMS OF QUALITY
AND SECURITY
7. THE PEOPLE AT AENA
Certifications at the main airports in the network
8. RELATIONS WITH
THE ENVIRONMENT
9. DIVERSITY OPERATIONAL
AIRPORT AIRPORT
SECURITY SECURITY
10. SOCIAL CONTRIBUTION SECURITY
(Regulation (EU) 139/2014 or (RE 300/2008,
11. HUMAN RIGHTS national requirements RD862 /
2009)
(RE 2017/458) 2015/1998 and PNS)
12. INNOVATION 100% 100%
13. M ETHODOLOGY OF
100% of Aena international airports of airports
of the airports of which Aena with Schengen border run by AENA
THIS REPORT owns the facility (39 airports
and 2 heliports)
ABREVIATIONS AND ACRONYMS
YOUR OPINION MATTERS
Indicators GRI: 103-3You can also read
