Excellence in terms of quality and security - Aena.es

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Excellence in terms of quality and security - Aena.es
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               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA          ECONOMIC      EXCELLENCE IN      THE PEOPLE   DIVERSITY   ENVIRONMENT   SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE   PERFORMANCE   TERMS OF QUALITY   AT AENA                                CONTRIBUTION                OF THIS REPORT
                                                                                                        AND SECURITY

6.
Excellence in
terms of quality
and security

QUALITY EXPERIENCE
IN ALL SERVICES

IMPROVEMENTS IN AIRLINE
SERVICES

PROGRESS IN PASSENGER
SERVICES

OPERATIONAL AND AIRPORT
SECURITY

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                       72
Excellence in terms of quality and security - Aena.es
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                CHAIRMAN’S       AENA        ETHICS AND        A PROMISING       AENA               ECONOMIC           EXCELLENCE IN       THE PEOPLE        DIVERSITY      ENVIRONMENT     SOCIAL            INNOVATION      METHODOLOGY
                LETTER           TODAY       TRANSPARENCY      ENVIRONMENT       RESPONSIBLE        PERFORMANCE        TERMS OF QUALITY    AT AENA                                          CONTRIBUTION                      OF THIS REPORT
                                                                                                                       AND SECURITY

Quality and service improvement
   CHALLENGES                                                  AIMS 2018                                                 MEASURES AND MANAGEMENT                                          PROGRESS IN SDG

  User satisfaction and perception,                          btain a high degree of customer satisfaction
                                                              O                                                         Mechanisms for the identification of complaints
   which determine Aena's opportunities for                   committed in DORA 2017 - 2021 in the                        and claims.
   improvement. In the Spanish market, both                   different processes in which they are involved
   elements may involve economic incentives                                                                             Measurement of satisfaction/perception of                       C
                                                                                                                                                                                           ontinuous improvement of infrastructure
                                                              when they use our facilities and services.
   or penalties, in accordance with the provisions                                                                        airport users.                                                  quality.
   of the DORA 2017-2021.                                      evelopment of works and improvement
                                                              D
                                                                                                                        Implementation of improvements in facilities                    With the increase in PMR services, Aena makes
                                                              projects at London-Luton Airport, maintaining
                                                                                                                          and services.                                                   its airports gradually more inclusive public
  At the London-Luton Airport, the company's                optimal quality levels, to accommodate the
                                                                                                                                                                                          spaces and promotes safe mobility for everyone.
   challenge is to improve the quality of                     growth of network traffic.                                Improvement of the London-Luton Airport
   passenger service, which means minimising                                                                               commercial offer.
   the impact of the works involved in the
   commissioning of the new infrastructure.

                                                                                  PERSPECTIVES AND FUTURE OUTLOOK
   Results
   2018                                                                           ompliance with demanding and competitive
                                                                                 C
                                                                                 quality standards, ensuring that throughout the
                                                                                                                                                C
                                                                                                                                                 omplete the expansion
                                                                                                                                                work of the London-Luton
                                                                                                                                                                                   Start of works for the connection of a light
                                                                                                                                                                                   rail (DART - Direct Air to Rail Transfer) from
                                                                                 regulatory period high quality levels are maintained,          Airport.                           London-Luton Airport to the railway station,
                                                                                 implementing and developing the necessary                                                         whose start-up is expected for 2021, and will
   47.3 €M 3.96                                  272.5 €M                        improvement actions.                                                                              be financed by local authorities.
   Intended to          out of 5, weighted       for service
   improve the          average for Spanish      contracts for
   services of the      airports of the          people with
   Spanish airport      global quality           reduced mobility
                                                                                  MAIN MILESTONES 2018
   network.             indicator in 2018.       (PMR) for 4 years
                                                 in the 20 main
                                                 airports.
   1.6 M                                                                      Start-up of the new parking
                                                                              building and access to                   Monitoring and control
                                                                                                                                                     Improvements in
                                                                                                                                                     PMR service: digital
                                                                                                                                                                                                      The new Strategic Airport
                                                                                                                                                                                                      Maintenance Plan for 2018-2021
   Around 1.6 million for PMR services                                        London- Luton Airport,                   of DORA compliance:           transformation of            Start-up of         (PEMA in the Spanish acronym),
   in the Spanish network.                                                    completed in 2017. 2018                  17 new demanding              the service, image           the new             which aims to rationalise and
                                                                              saw completion of the new                and competitive               change, new quality          strategic           standardise maintenance
                                                                              elevated parking building.               quality indicators.           requirements.                cleaning plan.      services in the network.

Your opinion      Abbreviations
matters           and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                                        73
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                 CHAIRMAN’S        AENA        ETHICS AND                   A PROMISING       AENA                    ECONOMIC        EXCELLENCE IN         THE PEOPLE         DIVERSITY   ENVIRONMENT    SOCIAL              INNOVATION      METHODOLOGY
                 LETTER            TODAY       TRANSPARENCY                 ENVIRONMENT       RESPONSIBLE             PERFORMANCE     TERMS OF QUALITY      AT AENA                                       CONTRIBUTION                        OF THIS REPORT
                                                                                                                                      AND SECURITY

Operational security

   CHALLENGES                                                                                                                        MEASURES AND MANAGEMENT                                         PROGRESS IN SDG

  Facing the challenges of the airport                          Given that completely eliminating all risks                     Certification of the Murcia Region International
    business. Among them, safety threats                            is an unattainable goal, to eliminate, reduce                      Airport according to Regulation EU 139/2014.
    intrinsically linked to the activity itself                     or minimise the threats to the airport, Aena
    (accidents, incidents, regularity, saturation,                  carries out a continuous process of hazard                      
                                                                                                                                    Maintenance  of Certification and the highest                   New tools and control plans.
    labour conflicts, etc.) and threats generated                   identification and risk management.                             safety standards.
                                                                                                                                                                                                    Adaptation of the Murcia Region International Airport
    by external factors (adverse weather                                                                                             reation of the Central Office of Operational
                                                                                                                                    C                                                                  to the Aena network standards.
    conditions, presence of animals in the                                                                                          Security (OCSO).
    airport environment, activities in airports
    such as the presence of obstacles,                                                                                              Drill plan.
    paragliding, kite surfing, drones, model
    airplanes, etc.).

                                                                                            AIMS 2018                                PERSPECTIVES AND FUTURE OUTLOOK
 Results
 2018                                                                                      Complete the
                                                                                             certification process
                                                                                                                                          M
                                                                                                                                           aintenance of certification and the highest
                                                                                                                                          levels of security.
                                                                                                                                                                                                      ommissioning of the Central Office
                                                                                                                                                                                                     C
                                                                                                                                                                                                     of Operational Security (OCSO).
                                                                                             of the Murcia Region
 67.3 €M                €48.6 M                        0.825                                 International Airport.

 Investment in          Investment                     ACI index * 2018
                                                                                                                                      MAIN MILESTONES 2018
 Operational            in security                    (0.5% higher
 Security.              equipment                      than 2017).                                                                   Creation of the Central Office of                            Maintenance of certification and the
                        (3.9 million ₤                                                                                               Operational Security.                                        highest safety standards has been
                        in the London-               (*)ACI Index: number of                                                                                                                     achieved.
                        Luton Airport).                 accidents and incidents
                                                        of Airport Council
                                                        International, for every
                                                        10,000 operations.

Your opinion       Abbreviations
matters            and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                                                           74
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                CHAIRMAN’S        AENA         ETHICS AND       A PROMISING        AENA                ECONOMIC      EXCELLENCE IN         THE PEOPLE        DIVERSITY       ENVIRONMENT          SOCIAL             INNOVATION        METHODOLOGY
                LETTER            TODAY        TRANSPARENCY     ENVIRONMENT        RESPONSIBLE         PERFORMANCE   TERMS OF QUALITY      AT AENA                                                CONTRIBUTION                         OF THIS REPORT
                                                                                                                     AND SECURITY

Airport security
   CHALLENGES                                                   AIMS 2018                                               MEASURES AND MANAGEMENT

  The threat of international terrorism on                    ompliance with the requirements of EU
                                                               C                                                      Compliance with security regulations at all Aena airports.       Replacement of X-ray inspection equipment to
    air transport is still present. Therefore, the             regulations 300/2008 and 2015/1998,                                                                                        comply with regulatory requirements.
    company must continue to comply with the                                                                          Update of Airport Security Programmes.
                                                               amongst others, and the National Security
    requirements of airport security regulations,                                                                                                                                        New private security contracts with quality indicators
                                                               Programme.                                             Drills of Acts of Unlawful Interference to verify the
    both nationally and internationally.                                                                                                                                                 of security and passenger service.
                                                                                                                        capacity of resolution before a terrorist act.
                                                              Implementation of new security contracts
   dapting infrastructures to deal with security
  A                                                                                                                                                                                      Review of the Critical Infrastructure Protection Plan.
                                                                including the requirements of the agreement            Internal Quality Control (33 reviews and 3,500
  threats. Among others, it is important to                     and with quality indicators for the continuous          security tests).                                                 New safety equipment adding technological
  highlight internal threats, the security of public            improvement of the public image of the                                                                                     innovations that improve the security process and the
  areas, the adaptation of the hold inspection                  service.                                              External audits by the Competent Authority and the
                                                                                                                                                                                           quality of the service.
  systems, which have gone from standard 2 to                                                                           European Commission (52 audits by AESA and 2 by
  standard 3, or the management of new threats                  pdate equipment to meet safety standards
                                                               U                                                        the European Commission in Madrid and Ibiza).                    ABC development plan in the main airports.
  such as the use of drones around an airport.                 and requirements in compliance with security
                                                               standards.                                             Upgrade from standard 2 to standard 3 of the EDS
                                                                                                                        warehouse inspection teams.

                                                                PERSPECTIVES AND FUTURE OUTLOOK
  Results
  2018                                                          R
                                                                 enewal of automatic detection equipment
                                                                for explosives in hold (EDS) in the period
                                                                                                                           A
                                                                                                                            utomation of
                                                                                                                           processes in security
                                                                                                                                                                 S
                                                                                                                                                                  upply of ABC
                                                                                                                                                                 equipment in passport
                                                                                                                                                                                                           xtension of security control in
                                                                                                                                                                                                          E
                                                                                                                                                                                                          London-Luton Airport.
                                                                2018-2022 (scheduled for 2018 in the                       filters.                              controls.
                                                                London-Luton Airport).
  €64.5M
  Investment in                                                 PROGRESS IN SDG                                         MAIN MILESTONES 2018
  Physical Security

                                                                                                                     Successful results of the audits by the                         Allocation and commissioning of security files,
                                                                                                                     European Commission in the Ibiza and                            which include the requirements of the agreement to
                                                                                                                     Madrid-Barajas Airports and of the CAA                          guarantee the highest standards of quality, safety and
                                                                                                                     in London-Luton.                                                public image for the service.
                                                              Compliance in reviews and security audits.

                                                              
                                                              Higher   investment in equipment: more
                                                              reliability.
Your opinion      Abbreviations
matters           and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                                     75
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               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING         AENA                  ECONOMIC               EXCELLENCE IN        THE PEOPLE   DIVERSITY     ENVIRONMENT    SOCIAL           INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT         RESPONSIBLE           PERFORMANCE            TERMS OF QUALITY     AT AENA                                   CONTRIBUTION                  OF THIS REPORT
                                                                                                                            AND SECURITY

                                                            With the aim of designing improvement programs                            The control and monitoring extend to its supply chain
                                                            that allow us to continue offering high quality                           to be able to respond to the expectations of the users.
 QUALITY                                                    services and make airports a safe, modern and
 EXPERIENCE IN                                              attractive environment for all, Aena's quality and
                                                            safety system includes measures to monitor and
 ALL SERVICES                                               control the satisfaction of airport users.

Aena wishes to offer a quality
                                                                MAIN COMPLAINTS AND CLAIMS RECEIVED AT SPANISH AIRPORTS (NO.)
experience in all the services
it provides. In this regard,                                 Indicator                                                                         2017                       2018                  Variation (%)
the modern infrastructure
of its airports ensures high                                 Transport contract                                                                2,992                      2,735                    -8.59%
standards in terms of quality,
                                                             Handling                                                                          575                        649                     12.87%
security and service.
                                                             Information Systems                                                               469                        732                     56.08%
                                                             Facilities                                                                        604                        562                      -6.95%
                                                             Security services                                                                 2,297                      1,531                   -33.35%
                                                             Supplementary Services                                                            1,246                      1,189                    -4.57%
                                                             Access points                                                                      50                         44                     -12.00%
                                                             Damage and theft                                                                  364                        402                     10.44%
                                                             Miscellaneous                                                                     141                        234                     65.96%
                                                             Shopping and Food & Beverage services                                             455                        406                     -10.77%
                                                             Parking facilities                                                                1,959                      2,155                   10.01%
                                                             TOTAL AIRPORT MANAGEMENT CLAIMS AND
                                                                                                                                               7,585                      7,255                   -4.35%
                                                             COMPLAINTS

                                                            London-Luton Airport data: not available at the close of this report.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                                           76
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               CHAIRMAN’S    AENA       ETHICS AND          A PROMISING     AENA               ECONOMIC              EXCELLENCE IN           THE PEOPLE      DIVERSITY      ENVIRONMENT   SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY        ENVIRONMENT     RESPONSIBLE        PERFORMANCE           TERMS OF QUALITY        AT AENA                                      CONTRIBUTION                OF THIS REPORT
                                                                                                                     AND SECURITY

               The economic dimension associated with the implementation                   INVESTMENT IN 2018 IN SPAIN*
               of the 2018 improvement program resulted in 47.3 million
                                                                                                                                       Investment                   % of the Total              VAR 17/18
               euros of investment in quality and 131.8 million in security
               in the Spanish airport network. The investment in security                  Maintenance                                     172.5                         36.69%                   73.83%
               and maintenance at the London-Luton Airport amounted to
                                                                                           Security                                        131.8                         28.02%                   43.60%
               3.9 million pounds sterling in 2018.
                                                                                           Capacity                                         24.3                         5.16%                    94.30%
                                                                                           Expropriations                                    0.2                         0.03%                   -93.70%
                                                                                           Environment                                      18.5                         3.92%                    21.37%
                                                                                           Other                                           123.0                         26.17%                   26.17%

                                                                                          (*) Aena, SME, SA data (according to payment criteria).

                            +43%
                            increase in investment
                                                                                            10% in London-Luton
                                                                                            Airport
                            volume compared to 2017
                            (includes London-Luton
                            Airport).

                             €47.3M
                             to improve the network
                                                                                                                                     €523.5 M
                             service (quality) of Spanish
                             airports (London-Luton
                                                                                                                                                    invested in
                             Airport data not available).
                                                                                                                                                      2018*                                  90% in Spain
                                                                                                                                                     (*) According to payment
                                                                                                                                                              criteria.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                                       77
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               CHAIRMAN’S     AENA      ETHICS AND          A PROMISING     AENA          ECONOMIC       EXCELLENCE IN       THE PEOPLE   DIVERSITY      ENVIRONMENT        SOCIAL             INNOVATION        METHODOLOGY
               LETTER         TODAY     TRANSPARENCY        ENVIRONMENT     RESPONSIBLE   PERFORMANCE    TERMS OF QUALITY    AT AENA                                        CONTRIBUTION                         OF THIS REPORT
                                                                                                         AND SECURITY

Aena believes that it has met the required quality levels
in 2018, as well as having executed planned strategic                                                                                       ASQ surveys (Airport Service Quality) endorsed by the ACI
investments, so it does not expect the maximum annual                                                                                       (International Council of Airports)
income per passenger to be penalized for these reasons..                                          Passenger satisfaction                    Happy-or-Not systems at the exit of the toilets, in the luggage
                                                                                                  and perception                            collection area and at the exit of the security filters in 33 airports
                                                                                                                                            throughout the network.
                                                                                                                                            Web surveys QR codes

€47.3 M
investment in quality
                                                                                                  London-Luton Airport                      Surveys similar to the ASQ (400 surveys in 2017).
                                                                                                                                            Happy-or-Not system in toilets, security, border control and luggage
                                                                                                                                            collection.
                                                                                                                                            Mystery Shopper programme for the evaluation of the quality of the

€131.8 M
                                                                                                                                            commercial offer.

in security in the Spanish network
                                                                       Quality Indicators:
                                                                       measure to improve
                                                                                                   Satisfaction and                         Working groups / expert sessions.

€53.2 M
                                                                                                   perception of airlines:                  Mixed monitoring commissions.
                                                                                                   Airport marketing                        Analysis of the satisfaction and quality perception of airlines.

invested in the London-
Luton Airport

                                                                                                 Relationship with                          Periodic surveys.
                                                                                                 franchisee companies                       Aena Companies Portal.
  Scope of the integrated quality                                                                Airport marketing
  and environment system

  Policy on integrated quality, environment
  and energy efficiency management system
                                                                                                 Relationship with State                    Working groups / expert sessions.
                                                                                                 Security Forces:                           Mixed monitoring commissions.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                         78
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               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA             ECONOMIC          EXCELLENCE IN        THE PEOPLE      DIVERSITY    ENVIRONMENT      SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE      PERFORMANCE       TERMS OF QUALITY     AT AENA                                       CONTRIBUTION                OF THIS REPORT
                                                                                                               AND SECURITY

                                                                                                                                                                                           3.61
                                                            HANDLING                                                        OPERATIONAL SYSTEMS
                                                            Among the various projects for the expansion                     During 2018 we continued to move ahead with the
                                                            and improvement of handling services, it is worth               integration of the airports in the Aena network with
IMPROVEMENTS                                                highlighting the creation of a new automatic check-in
                                                            service (Self BagDrop) at the network airports. This
                                                                                                                            the A-CDM (Airport-Collaborative Decision Making)
                                                                                                                            and Advanced Tower programmes promoted by
IN AIRLINE                                                  service will provide passengers with an automated               Eurocontrol. These programmes are based on the                 level of general
                                                                                                                                                                                           satisfaction of the
SERVICES                                                    system for carrying out the complete check-in
                                                            process without requiring intervention from external
                                                                                                                            exchange of information among all players involved
                                                                                                                            in operating flights (companies, handling agents, air          airlines (Spanish
In 2018, the airlines were                                  staff.                                                          navigation service providers, etc.), with the objective        airports network).
provided with fluid operations,                                                                                             of promoting joint decisions, improving punctuality,
as well as facilities in the best                           FUELS                                                           reducing the cost of movements and mitigating the
conditions and with the most                                Regarding the airplane fuel supply and storage                  environmental impact.
suitable technology.                                        service, a new bidding process for the provision
                                                            of fuel services at 41 Aena network airports was                Ibiza and Menorca were the first two airports to
                                                            completed for a period of seven years. Increased                obtain the Advanced Tower Certification in 2018,
                                                            competition, improved quality of service and                    while Lanzarote and Fuerteventura earned their
                                                            limitation of prices are the key factors in these               certifications at the end of the year. With this,
                                                            bidding processes.                                              operational data in real time have been integrated
                                                                                                                            into the European network of about 70% of network
                                                            AIR TRAFFIC SERVICES                                            traffic in 2018.
                                                            In terms of air navigation services, the aerodrome
                                                            control (ATC-Air Traffic Control) and information               In addition, the Operational Systems have been
                                                            (AFIS-Aerodrome Flight Information System) services             updated in the new International Airport of the
                                                            were awarded in the airports of El Hierro, La Gomera,           Region of Murcia.
                                                            Burgos and Huesca in the third quarter of 2018.
                                                            In the last quarter, the main actions associated with           AIRFIELD AND PLATFORM ACTIONS
                                                            the transition for the provision of air traffic services        Lastly, regarding airfield and platform actions, the
                                                            at the International Airport of the Region of Murcia            Joint Working Group with +ENAIRE and AESA (State
                                                            (AIRM) have been completed.                                     Aviation Safety Agency) has continued its work for
                                                                                                                            the definition of the new model of notification of the
                                                                                                                            condition of the pavements in case of contamination
                                                                                                                            with snow, ice or water that should start to be
Your opinion    Abbreviations
matters         and acronyms                                                                                                applied in November 2020.

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                              79
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               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA            ECONOMIC      EXCELLENCE IN        THE PEOPLE     DIVERSITY     ENVIRONMENT     SOCIAL             INNOVATION     METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE     PERFORMANCE   TERMS OF QUALITY     AT AENA                                      CONTRIBUTION                      OF THIS REPORT
                                                                                                          AND SECURITY

PROGRESS IN                                     AENA WITHOUT BARRIERS
PASSENGER                                       Aena's efforts to guarantee equality are
                                                reflected in investments in the conditioning of                        New automatic check-in                                         New image of the PMR service in
SERVICES                                        the Spanish airport network for people with                            stations to improve passenger                                  the service desks to improve the
                                                                                                                       service and provide greater                                    comfort and general service offered
                                                reduced mobility (PMR).                                                autonomy and speed.                                            to the users.
To ensure passengers a
comfortable and quality                         The "Aena sin barreras" service has responded
stay, different actions                         to about 1.6 million applications in 2018, a
have been carried out
                                                cumulative total of 5.71 million people since
to improve airport and
                                                2015. The rating of this service in 2018 has
commercial services.
                                                been 4.88 out of 5.
                                                                                                                                                            NEWS 2018

                                                                                                                       Digital transformation     New quality requirements: improve          Change of image: new
                                                                                                                       of the service:            quality levels, new demands to             uniforms, signs, vehicles
                                                                                                                       elimination of paper, app, providers, improvement of staff            and counters.
                                                                                                                       geolocation.               training, work in real time.

                                                                                                                                                  New contracts:
                                                                                                                                 innovation in the service and new quality record.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                         80
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               CHAIRMAN’S     AENA        ETHICS AND       A PROMISING      AENA          ECONOMIC        EXCELLENCE IN       THE PEOPLE      DIVERSITY      ENVIRONMENT    SOCIAL           INNOVATION     METHODOLOGY
               LETTER         TODAY       TRANSPARENCY     ENVIRONMENT      RESPONSIBLE   PERFORMANCE     TERMS OF QUALITY    AT AENA                                       CONTRIBUTION                    OF THIS REPORT
                                                                                                          AND SECURITY

STRATEGIC CLEANING PLAN                                                                          STRATEGIC PLAN FOR AIRPORT MAINTENANCE                         PASSENGER INFORMATION

                                                          3.96
In 2018 the new strategic cleaning plan was                                                      The new Strategic Airport Maintenance Plan for                 With the dual objective of enhancing both the
launched, with a tender for the new service in                                                   2018-2021 (PEMA in the Spanish acronym), which                 passenger experience at the airports and the
21 airports. The new service has been contracted                                                 aims to rationalise and standardise maintenance                company’s image, we have designed new uniforms
in 19 of them, while in the two main airports of                                                 services in the network. In 2018, the plan for                 for the Passenger, User and Customer Service staff.
the network: Adolfo Suarez Madrid-Barajas and             out of 5, weighted                     maintenance service contracting has started by
Barcelona-El Prat, it is expected for the first quarter   average for Spanish                    grouping "inter" and "intra" airport dossiers in order to      Additionally, the Contact Centre has come into
of 2019.                                                  airports of the global                 achieve significant synergies in the services, reduce          operation, replacing the former Call Centre, to provide
                                                                                                 the administrative burden and, therefore, achieve              services in addition to telephone assistance, for the
                                                          quality indicator in 2018.
The strategic cleaning plan aims to improve                                                      greater overall efficiency.                                    expansion of the channels of communication with
quality. One of the main changes is the digital                                                                                                                 and services to passengers.
transformation of the service, including
management tools that guarantee its efficiency
and maintain the focus on improving passenger
experience within the facilities of the airport. In
this sense, the passengers’s perception of the
service will be gathered by means of opinion
surveys or devices, which will be key to controlling
and monitoring the service.

The contract also includes an excellence plan aimed
at toilets and new machines for specific cleaning,
in addition to the existing ones, as well as a higher
frequency of cleaning tasks.

Your opinion     Abbreviations
matters          and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                          81
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               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA            ECONOMIC         EXCELLENCE IN      THE PEOPLE     DIVERSITY     ENVIRONMENT      SOCIAL           INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE     PERFORMANCE      TERMS OF QUALITY   AT AENA                                       CONTRIBUTION                  OF THIS REPORT
                                                                                                             AND SECURITY

                                                            Airport security

OPERATIONAL                                                 SECURITY SERVICES                                          Also, the dossier to replace the type of automatic
                                                            This year, new private security licenses have been         explosive detection machines in checked in luggage
AND AIRPORT                                                 awarded, which meet the requirements set by the            has been allocated this year. Investments in this
SECURITY                                                    Airport Regulation Document 2017-2021 (DORA), as           area have been made at London-Luton Airport for an
                                                            well as the conditions agreed upon at the negotiating      amount of 1.9 million pounds in 2018.
                                                            table of the State Collective Agreement of private
                                                            security companies for the 2017-2020 period.               OTHER ACTIONS                                                         Brexit
The investments made in the                                 The new dossiers have two objectives: continuous           During 2018, Aena has carried out 33 Airport
field of security (physical and                             improvement of the security service quality levels,        Security Verifications according to its internal quality
operational) in the network of                              according to the DORA, and maintaining the highest         plan, whose objective is to audit the application of
Spanish airports accounted for                              quality standards.                                         the National Civil Aviation Safety Program.                           We are working
28% of the total investment                                                                                                                                                                  at an operational
                                                                                                                                                                                             level with all the
of Aena in 2018, amounting                                  BORDER CONTROL                                             For its part, the State Agency for Air Safety (AESA)                  agents involved
to €131.8 M (43.6% more than                                For easier passport control by the Police, the first       has audited the airport security regulations in 32                    in Brexit and its
in 2017)                                                    phase of the automatic border control equipment            airports through 52 inspections, while the European                   operational impact.
                                                            was installed in July at the Madrid, Palma de Mallorca,    Commission has inspected compliance with European                     The main impact
                                                                                                                                                                                             on airports consists
                                                            Barcelona, Malaga and Alicante airports. In the second     security regulations at the airports of Ibiza and
                                                                                                                                                                                             of three aspects:
                                                            quarter of 2018, the passenger assistance service          Madrid-Barajas                                                        airport security,
                                                            was awarded for the passport control booths of                                                                                   border control and
                                                            several airports of the network: Madrid, Barcelona,        In all the identified cases, corrective action plans have             customs control.
                                                            Palma de Mallorca, Málaga, Alicante, Gran Canaria,         been started to correct the breaches.
                                                            Tenerife South, Lanzarote and Fuerteventura.
                                                                                                                       At the London-Luton Airport, an increase of five
                                                            EQUIPMENT                                                  percent was attained in the qualification resulting
                                                            In this sense, during 2018 the automation of the           from the annual safety inspection carried out by the
                                                            process started in the connecting flights filter of        Civil Aviation Authority of the United Kingdom.
                                                            the T4 of the Madrid airport and, subsequently, the
                                                            equipment deployment phase continued in Ibiza,
                                                            Seville and Santiago.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                             82
1.         2.                 3.               4.             5.               6.                 7.           8.          9.            10.            11.          12.
               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA           ECONOMIC         EXCELLENCE IN      THE PEOPLE   DIVERSITY   ENVIRONMENT   SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE    PERFORMANCE      TERMS OF QUALITY   AT AENA                                CONTRIBUTION                OF THIS REPORT
                                                                                                            AND SECURITY

Operational security

Once the aerodrome certification process was                In the fourth quarter of 2018, the standards for                      Emergency Drill Plan
completed in December 2017, which took 10 years,            coding incidents associated with fauna were defined
the company's efforts during 2018 have been                 along with the aeronautical authority (AESA) and
aimed at promoting different aspects of operational         completed for implementation in all Aena airports-
                                                                                                                                   Throughout 2018, a total of 29 aeronautical
security, as they show the expansion of the number          They will improve the quality of the data used for the
of Managers of the Safety Management System                 management of risks associated to fauna and their                      emergency drills have been carried out and
(RSGSOs) and the creation of the Central Office of          notification to the SNS (Event Notification Service).                  the Emergency Plan of the Region of Murcia
Operational Safety (OCSO), in which the entirety of                                                                                International Airport has been prepared and
the staff has been included.                                Aena has a 24-hour network management centre for
                                                            operational incidents, CGRH24, which continuously
                                                                                                                                   implemented.
This restructuring has the objective of guaranteeing        monitors the operational status of the entire Airport                  The Emergency Drills Plan in the Aena airport
that both airport infrastructures and their                 Network, coordinated with SYSRED (ENAIRE) and the                      network covers the scheduling of drills that
management maintain their performance according to          incidents affecting flight operations, in addition to
the conditions included in the aerodrome certificate.       generating the corresponding monitoring reports.
                                                                                                                                   each airport and heliport must carry out
In this regard, it should be noted that 30 internal                                                                                pursuant to the relevant AESA Technical
supervisions were carried out in 2018, in addition to                                                                              Instruction.
the 27 carried out by the EFSA throughout the year.

This year, the Region of Murcia International Airport
completed the tasks for its certification according to
EU Regulation 139/2014.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                            83
1.         2.                 3.               4.            5.            6.                 7.           8.          9.            10.            11.          12.
               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA          ECONOMIC      EXCELLENCE IN      THE PEOPLE   DIVERSITY   ENVIRONMENT   SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE   PERFORMANCE   TERMS OF QUALITY   AT AENA                                CONTRIBUTION                OF THIS REPORT
                                                                                                        AND SECURITY

                            Business Continuity Plan                                                                  Automated Weather Reporting
                                                                                                                      System (METAR)
                            During 2018, in the field of operational security
                            and emergency management, the company
                                                                                                                      The implementation process of the Automated
                            completed the implementation of the Business
                                                                                                                      Weather Reporting System (METAR) continues at
                            Continuity and Disaster Recovery Plan at
                                                                                                                      medium-sized and small airports. A system used
                            the seven busiest airports in the network.
                                                                                                                      by pilots and airlines for flight planning and by
                            This Continuity plan defines the sequence of
                                                                                                                      the airport to activate various procedures, such as
                            actions to be taken at the airport following an
                                                                                                                      the reduced visibility protocol and actions against
                            emergency, to ensure Continuity of the Business
                                                                                                                      adverse weather conditions.
                            and Recovery of the Activity in strict conditions
                            of safety with the objective of avoiding or
                            minimising the associated potential risks.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                       84
1.         2.                 3.               4.            5.            6.                 7.           8.          9.            10.            11.          12.
               CHAIRMAN’S    AENA       ETHICS AND         A PROMISING      AENA          ECONOMIC      EXCELLENCE IN      THE PEOPLE   DIVERSITY   ENVIRONMENT   SOCIAL         INNOVATION   METHODOLOGY
               LETTER        TODAY      TRANSPARENCY       ENVIRONMENT      RESPONSIBLE   PERFORMANCE   TERMS OF QUALITY   AT AENA                                CONTRIBUTION                OF THIS REPORT
                                                                                                        AND SECURITY

                            Wildlife Risk                                                                             Analysis and Improvement
                            Management Program                                                                        of Operational Capacity
                            In accordance with European regulations,                                                  As regards operational capacity, the
                            during the third quarter of 2018, the control                                             operating capacity of the Alicante-Elche and
                            and monitoring methodology of the defence                                                 Málaga-Costa del Sol airports has increased
                            measures implemented at each of the airports                                              during the summer of 2018. Likewise, the
                            with which the Wildlife Risk Management                                                   analysis has been prepared to increase the
                            Programme were equipped during the second                                                 operational capacity of departures from the
                            quarter was defined.                                                                      Terminal Building of the Seve Ballesteros-
                            The objective is to analyse the effectiveness of                                          Santander Airport.
                            said programme, carry out self-assessment and
                            update it accordingly.

Your opinion    Abbreviations
matters         and acronyms

NON-FINANCIAL INFORMATION STATEMENT: CORPORATE RESPONSIBILITY REPORT 2018                                       85
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