What are the material issues the company has identified?

In its 2016 Social Responsibility Report IIAC identified a range of material issues, such as corporate transparency and ethical management, win-win growth, employee welfare and rights, prevention of environmental pollution. Among these, promoting airport safety stands out as a key material issue for IIAC.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process s of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups IIAC engages with:

Stakeholder Group	Method of engagement
The People/National Assembly	·         Homepage ·         Corporate news letter ·         Business report ·         Investor relations ·         ALIO
Government	·         Homepage ·         Corporate news letter ·         Business report ·         Investor relations ·         ALIO
Media	·         Homepage ·         Corporate news letter ·         Business report ·         Investor relations ·         ALIO
Local community	·         Volunteers ·         Committee for specialized business for local schools
Employee/family	·         Conversation with CEO ·         Vision workshop ·         VOE ·         Labor-management meeting ·         HR Ombudsman
Labor union	·         Conversation with CEO ·         Vision workshop ·         VOE ·         Labor-management meeting ·         HR Ombudsman
Business partners	·         Meeting with representatives ·         Middle management meeting ·         Site management meeting with 2nd tier business partners ·         Communication workshop
In-house retailers	·         Service improvement committee ·         Airline operation committee ·         Business facility operator meeting ·         Free-trade zone operation committee
Airport users including passengers	·         VOC customer committee ·         SNS

How stakeholder engagement was made to identify material issues

To identify and prioritize material issues IIAC conducted an online stakeholder survey, collecting responses from business partners/construction companies, employees, in-house retailers/ logistics companies, customers, the local community and airline/ ground staff. Stakeholders were asked to rank issues according to importance, on a 5-point scale.

What actions were taken by IIAC to promote airport safety?

In its 2016 Social Responsibility Report IIAC reports that it took the following actions for promoting airport safety:

• Upgrading the disaster prevention system
• IIAC upgraded its disaster prevention system, concentrating on initial response capabilities and, also, updated its emergency plans. In addition, IIAC prepared an individual response protocol for different disasters, entered into a large-scale medical support agreement with Inha University Hospital and revised outsourcing contracts with business partners to ensure timely emergency response during holidays and night hours.

• Establishing an airport epidemic prevention system
• Following the outbreak of the MERS (Middle East Respiratory Syndrome) epidemic, IIAC made sure, through a comprehensive response system, that no passengers or airport employees were infected. Measures taken included:
  • Incheon International Airport’s MERS response team, consisting of five sub-teams, was in operation 24 hours a day, serving as the control tower for MERS response in the airport
  • temperatures were taken for all passengers from the Middle East, who were also required to fill out questionnaires about their health condition
  • various facilities, including the immigration checkpoint, restrooms and children’s playground were sterilized
  • all employees were provided with personal hygiene tools, including masks and hand sanitizers

• Carrying out hybrid disaster response training
• IIAC has gone beyond the traditional single-type disaster response to large-scale hybrid disaster response, regarding hybrid disasters such as intercity plane crash, mudflat plane crash and closure of access roads. Accordingly, IIAC developed an on-site response procedure for an intercity plane crash, encouraging local residents to participate in actual training. Additionally, IIAC carried out emergency response training under the assumption that both Yeongjong Bridge and Incheon Bridge were inaccessible and conducted personnel recovery and relief training for a plane crash in mudflat.

Which GRI indicators/Standards have been addressed?

The GRI indicators/Standards addressed in this case are:

1) G4-PR1: Percentage of significant product and service categories for which health and safety impacts are assessed for improvement – the updated GRI Standard is: Disclosure 416-1 Assessment of the health and safety impacts of product and service categories

2) G4-PR2: Total number of incidents of non-compliance with regulations and voluntary codes concerning the health and safety impacts of products and services during their life cycle, by type of outcomes – the updated GRI Standard is: Disclosure 416-2 Incidents of non-compliance concerning the health and safety impacts of products and services

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by IIAC, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to IIAC: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2016 Sustainable Development Report AOT identified a range of material issues, such as growth/expanding operation to meet demand, access to airport areas, dialogue and relations with stakeholders, business ethics and integrity, noise pollution control. Among these, promoting airport safety and security stands out as a key material issue for AOT.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process s of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups AOT engages with:

Stakeholder Group	Method of engagement
Customers	·         Customer satisfaction survey ·         Joint meeting with airlines ·         Customer relation management ·         Call center and other channels for complaint and opinion ·         Information counters at the airports ·         Organizational electronic media channels ·         one-on-one executive Interview
Business Alliances	·         Business partner meeting ·         Customer relationship management programs ·         Call Center and other channels for complaints and opinions ·         one-on-one executive’s representative Interview
Shareholders and investors	·         Analyst meeting ·         Information is provided to stakeholders and asset managers including local and overseas investors ·         Annual Meeting of Shareholders ·         Call Center ·         Electronic media channel ·         Shareholders’ Corporate site visit ·         Conference Call
Government/Regulators	·         Meet and join meeting with regulators ·         Effective business operations and assessment by regulators
Community and Society	·         Conduct field study to collect information on impact from business operations and on community’s needs ·         Distribute accurate and fast news through various channels
Executives and Officers	·         The President meets with officers and employees and communicate through internal PR system ·         Board of Directors ·         Survey on employees’ relationship and satisfaction of the organization ·         Communications Direct and indirect communication channels; social media and internal electronics system

How stakeholder engagement was made to identify material issues

To identify and prioritize material issues AOT conducted interviews with specialized external stakeholders.

What actions were taken by AOT to promote airport safety and security?

In its 2016 Sustainable Development Report AOT reports that it took the following actions for promoting airport safety and security:

• Implementing security solutions
• To promote airport safety, AOT implements security solutions consisting of standard-based security state regulations, training programs, and performance checking regarding the safety of passengers, airline crews, customers and those working in the airport. Additionally, AOT collaborates with other agencies – such as the National Intelligence Agency – for information and knowledge exchange.

• Conducting emergency exercises
• To promote emergency preparedness – regarding, for example, bomb threats, earthquakes or aircraft accidents – AOT carries out, in every one of the six airports it manages, full scale and partial emergency exercises. These exercises cover Aviation Safety and Aviation Security, as recommended by ICAO (International Civil Aviation Organization).

• Preventing accidents from bird strikes
• In 2016, AOT established a committee to set measures for preventing aircraft accidents from bird strikes in all six AOT airports. Accordingly, the committee determined the appropriate equipment and technologies – for example, repelling equipment – to be used to prevent bird strikes. In addition, AOT created a department supervising the prevention of bird strikes (Bird Control Unit-BCU) in line with government regulations and ICAO standards, to systematically deal with bird strike problems.

Which GRI indicators/Standards have been addressed?

The GRI indicators/Standards addressed in this case are:

1) G4-PR1: Percentage of significant product and service categories for which health and safety impacts are assessed for improvement – the updated GRI Standard is: Disclosure 416-1 Assessment of the health and safety impacts of product and service categories

2) G4-PR2: Total number of incidents of non-compliance with regulations and voluntary codes concerning the health and safety impacts of products and services during their life cycle, by type of outcomes – the updated GRI Standard is: Disclosure 416-2 Incidents of non-compliance concerning the health and safety impacts of products and services

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

• Exclusive FBRH template to begin reporting from day one
• Identify your most important impacts on the Environment, Economy and People
• Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
• Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by AOT, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to AOT: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2014 Sustainability Report Sydney Airport identified a range of material issues, such as transparency and communication, aviation and climate change impacts, managing noise impacts on nearby communities, employee engagement, development and wellbeing. Among these, as Australia’s primary gateway, handling over 40% of all international and 44% of all domestic and regional passengers within Australia, promoting the safety and security of airport users stands out as a key material issue for Sydney Airport.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups Sydney Airport engages with:

Stakeholder Group	Method of engagement
Passengers	·         Customer Satisfaction Survey ·         Airport Council International (ACI) Customer Quality of Service Survey ·         Posters around the terminal ·         Airport Ambassadors ·         Lost property service ·         Direct feedback via email, website, social media and phone ·         Competitions requesting ideas on improvement ·         Access to app to directly report cleaning or maintenance issues to the duty teams ·         Multi-lingual app and website
Airlines	·         Airline Operators Committee T1 ·         Airline Operators Committee T2 ·         Aeronautical Capital Investment Consultative Group ·         Airline satisfaction surveys ·         Joint Passenger Facilitation Meetings ·         Common User Terminal Equipment User Board ·         Airport Emergency Committee ·         Day-to-day communications as part of relationship and operational management
Employees	·         Staff Engagement Survey ·         Consultative groups ·         Day-to-day communications as part of operational management ·         WHS Staff Committee ·         Staff newsletter ·         Exit surveys ·         Staff briefings ·         Service Star program ·         Performance reviews ·         All staff bulletins and emails
Community and local government	·         Sydney Airport Community Forum ·         Planning Coordination Forum ·         Community updates in local newspapers ·         Stalls at local community events ·         Letterbox flyers ·         Local council briefings ·         Informal engagement through community sponsorship programs and other initiatives
Border agencies	·         Day-to-day communications as part of operational management ·         Planning and facilitation management review ·         Border agency operational and customer focus area review ·         Strategic airport management
Airport service providers (incl. tenants and suppliers)	·         Communication briefings ·         Consultative groups ·         Day-to-day communications as part of operational management
Investors	·         Annual General Meeting ·         Results announcements ·         Regular briefings for institutional investors and ratings agencies ·         Investor roadshows covering Australia, Asia, Europe and North America ·         ASX releases ·         Traffic announcements ·         Institutional and Retail investor events
Tourism bodies	·         Regular meetings as part of collaborative efforts to attract airlines to Sydney ·         Participation in and partnerships with business and tourism events in Sydney ·         Overseas delegations
Industry associations	·         Attendance at meetings, conferences, functions and events ·         Briefings on specific topics (where current or relevant)
NSW Government and agencies	·         Regular meetings with relevant agencies, e.g. Emergency Services, Roads and Maritime Services (RMS) and Destination NSW ·         Briefings for Members of Parliament and/or Members of Legislative Council on topics of interest ·         Operations, major events and incidents
Australian Government and agencies	·         Regular meetings with Department of Infrastructure and Regional Development ·         Briefings for MPs and/or Senators on topics of interest ·         Day-to-day communications as part of operational management ·         Airservices Australia ·         Emergency Management Australia
Media	·         Briefings to media groups ·         Airport tours ·         Dedicated media releases ·         Liaison in response to specific requests ·         On-call media phone
Regulators	·         Regular engagement with Australian Competition and Consumer Commission ·         Civil Aviation Safety Authority ·         Regular meetings with the Department of Infrastructure and Regional Development – Office of Transport Security ·         Work Cover (incident reports and investigations) ·         Airport Coordination Australia

How stakeholder engagement was made to identify material issues

The issues and related performance information included in Sydney Airport’s 2014 Sustainability Report were determined through a materiality process that was guided by the AA1000 Accountability Principles Standard (2008) and the GRI Reporting Principles of stakeholder inclusiveness, sustainability context, materiality and completeness. The process involved:

• Interviews with representatives of each of Sydney Airport’s key stakeholder groups to understand their views of Sydney Airport’s sustainability performance and the issues of highest interest or concern to them;

• Research and analysis by Sydney Airport’s sustainability consultants, Banarra, to identify and prioritize the sustainability issues of greatest importance to Sydney Airport’s stakeholders and greatest relevance to Sydney Airport’s operations;

• A workshop involving Sydney Airport’s CEO and Executive Leadership Team to review and validate the issues identified through the materiality analysis and then rank these issues according to four criteria:
  • The relationship between the issue and Sydney Airport (i.e. the boundary of the issue)
  • The level of control Sydney Airport has over management of the issue;
  • The likelihood of the issue affecting the decisions and actions of Sydney Airport’s stakeholders; and
  • The significance of potential impacts related to the issue on people, the environment and the economy.

• Using the workshop outcomes to guide the report structure and the nature and extent of reporting for each issue; and

• Mapping each material issue against the GRI aspects and disclosures to select those of greatest relevance for inclusion within the report.

What actions were taken by Sydney Airport to promote the safety and security of airport users?

In its 2014 Sustainability Report Sydney Airport set the following targets for promoting the safety and security of airport users, based on the company’s approach to materiality – on taking action on what matters, where it matters:

• Implementing a security management system

Security management is carried out in accordance with the regulatory obligations specified in the Aviation Transport Security Act 2004 and the Aviation Transport Security Regulations 2005. The security management system is described in Sydney Airport’s Transport Security Program (TSP). The program sets out in broad terms Sydney Airport’s security risk context, mitigation measures and emergency and contingency plans. Sydney Airport regularly reviews, updates and seeks approval from the Department of Infrastructure and Regional Development for changes to the program. Sydney Airport coordinates the management of aviation security with other parties, including Commonwealth agencies that have responsibilities for, or are connected with, aviation. An aviation industry participant security guide is provided to all industry participants located on Sydney Airport with an understanding of the security management system. Sydney Airport is focused on maintaining a strong security culture, investing in regular staff security awareness programs. Specific communications were issued in response to the increase in Australia’s National Terrorism Public Alert Level in September 2014 to ensure everyone working at Sydney Airport continued to maintain the highest security standards in order to protect passengers, staff, visitors and the airport itself. The security awareness program at Sydney Airport is supported by a national aviation security awareness strategy called Airport Watch. This community approach, similar in principle to Neighbourhood Watch programs, not only focuses on identifying suspicious activity, but resolving it on a real time response basis.

• Providing “security with service”

Sydney Airport engages a government licensed and professionally qualified security service provider. Along with passenger and checked baggage screening, the main security functions that are undertaken by Sydney Airport’s security service provider include airport perimeter patrols, airside/terminal/landside foot patrols, gate access control and general CCTV security surveillance and alarm monitoring. “Security with service” is viewed as critical to the end-to-end passenger experience at Sydney Airport. Screening officers are trained in accordance with Sydney Airport’s Service Standards. In 2014, all passenger screening supervisors attended a Customer Service Recovery Training Program focusing on conflict resolution. Sydney Airport seeks to minimise the impact on passengers and staff without compromising safety and security or compliance with legislation. In the case of matters relating to security operations, personal information, including sensitive information, may be collected in accordance with the Privacy Policy.

• Undertaking emergency planning

Sydney Airport recognises the importance of broader community confidence in the airport’s plans for responding to emergencies and in the capabilities and readiness of emergency staff, airlines and other service providers to implement these plans. Sydney Airport maintains an Airport Emergency Plan (AEP) in accordance with the International Civil Aviation Organisation and Australian Civil Aviation Safety Authority regulations and standards. The AEP is accessible to all airlines that operate at Sydney Airport as well as state and federal emergency services. It addresses events such as natural disasters and critical systems failures, as well as casualty issues. Any disruptions or emergency events could also significantly affect service quality at the airport and these disruptions are minimized through a policy and procedure for coordinating the response with airlines, Airservices Australia and state and federal agencies where required.

• Introducing a revised Safety Management System (SMS)

In 2014, Sydney Airport implemented a revised Safety Management System (SMS), which sets out, in broad terms, Sydney Airport’s safety risk framework. The SMS has 10 key safety elements that cover the health and safety of all passengers, visitors and airport staff:

• Commitment to safety;
• Strategic planning and continuous improvement;
• Consultation and communication;
• Risk management;
• Contractor management;
• Emergency management;
• Incidence reporting and investigation;
• Learning and development;
• Information management; and
• Performance review.

The SMS recognises the importance of having a robust and holistic safety management system which incorporates and integrates Sydney Airport’s approach to Aviation and Work Health and Safety, while being dynamic enough to cater for future changes in the operating environment. The SMS was designed to meet the requirements of the Civil Aviation Regulations 1998, Civil Aviation Safety Authority Advisory Circular 139.16 and the Work Health and Safety Act and Regulations 2011. It is reviewed and updated on a regular basis to ensure continuous improvement.

• Protecting passengers and airline staff on board aircraft from the safety risk posed by wildlife strikes

Wildlife strikes can pose a significant risk to the safety of passengers and airline staff on board aircraft and managing these risks is a key priority for Sydney Airport. The Wildlife Management Program is developed in conjunction with a contracted ornithologist under the Wildlife Services Contract. The Airfield Operations Manager is responsible for delivering the wildlife management plan and the ornithologist works closely with the airfield operations team, providing expert advice and undertaking active and passive wildlife management. Regular management reports which contain short or long term recommendations are provided to the Airfield Operations Manager. In 2014, there were 58 confirmed wildlife strikes out of a total of 327,190 aircraft movements, representing a strike rate of 1.77 per 10,000 aircraft movements.

Which GRI indicators/Standards have been addressed?

The GRI indicator addressed in this case is: G4-PR1: Percentage of significant product and service categories for which health and safety impacts are assessed for improvement and the updated GRI Standard is: Disclosure 416-1 Assessment of the health and safety impacts of product and service categories

 

References:

 

1) This case study is based on published information by Sydney Airport, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to Sydney Airport: With each case study we send out an email to your listed address in request for a comment on this case study. If you have not received such an email please contact us.

What are the material issues the company has identified?

In its 2014 Corporate Responsibility Report AIA identified a range of material issues, such as operational readiness & resilience, economic performance, socio-economic impact, noise, local communities, market presence. Among these, customer and public safety stands out as the top material issue for both the airport and its several and diverse stakeholders (passengers, airlines, employees, suppliers, state authorities, shareholders and the local community).

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups AIA engages with:

Stakeholder Group	Method of engagement
Employees	·         Labour relations ·         Employee Surveys
Users & Handlers	·         Bilateral Meetings ·         User Committees ·         Customer Surveys
Concessionnaires	·         Bilateral Meetings ·         Joint Business Activities ·         Customer Surveys
State Authorities	·         HCAA / Ministry ·         Committees ·         Crisis Management ·         Regulatory Audits
Local Community	·         Meetings with representatives ·         Joint Activities
Int’l Aviation Community	·         ACI Committees ·         Routes Conferences
Greater Society	·         Publications ·         Business networking ·         Social contribution
Suppliers	·         Bilateral Meetings ·         Contract Terms
Passengers	·         Passenger Surveys ·         Passenger Comment Management ·         I-mind
Shareholders	·         Board Meetings ·         Governance Structure
Airlines	·         Bilateral Meetings ·         User Committees ·         Customer Surveys

How stakeholder engagement was made to identify material issues

AIA is committed to engaging stakeholders in a balanced and respectful way, comprehending their needs and expectations and integrating this input in its strategy development and deployment. The company has established mechanisms for capturing stakeholder feedback (joint committees, regular workshops, customer surveys and complaint management, telephone line for local community etc.), evaluating and responding to the feedback through management actions.

AIA’s operational success is founded on stakeholder cooperation. Cooperation with customers and business partners is facilitated by a structure of engagement practices (committees, exercises, workshops, joint activities etc.) further to the day-to-day interfaces. On a local community level, the constant dialogue with authorities and representatives helps in the identification of the material sustainability issues and the prioritization of challenges and opportunities, by means of a perspective of mutual trust and understanding. In 2014, 255 meetings were held with representatives from local authorities, associations, schools and individuals. On a wider society level, AIA engages passengers and other consumers using various feedback mechanisms, aiming at the compilation of evaluation data used for planning improvement actions. As AIA highly values passenger perception, it carries out a daily monitor survey called Passenger Survey, addressing 40,000 passengers on an annual basis who evaluate airport performance and express their expectations and needs. For more in-depth analysis, AIA also conducts a Quality Monitor Survey that monitors performance trends and passengers’ drivers, whose findings remain a main passenger satisfaction measurement tool for AIA and its business partners. AIA also operates a passenger comment management service through “Your Opinion Counts” brochures, available both at the premises and electronically through its corporate website. In 2014 there were 3,543 comments from 1,776 passengers.

What actions were taken by AIA to promote customer and public safety?

In its 2014 Corporate Responsibility Report AIA set the following targets for promoting customer and public safety, based on the company’s approach to materiality – on taking action on what matters, where it matters:

• Taking safety management initiatives

In December 2014 the new edition of the Aviation Safety Management System Manual (ASMSM), as part of the Aerodrome Operations Manual (Volume I), was approved by HCAA, which is in line with the new version of ICAO’s Doc. 9859, Safety Management Manual and Annex 19, Safety Management. Also, in the 2nd quarter of 2014 a Safety Action Plan was launched (following approval by the Safety Review Committee), setting a series of actions for widening the SMS (Safety Management System) scope while achieving a more “in-depth” implementation of its core elements.

• Delivering crisis management training

In 2014, within the framework of the HCAA Basic Ground Handling Regulation, training for the Airport Emergency Plan (AEP) was delivered to Emirates Airline and Aegean Airlines/Olympic Air personnel as well as the Ground Handling companies. TRIAGE support familiarization was offered to Baggage Handling System (BHS) volunteers by the Airport Services of Emergency Medical Care (ASEMC) paramedics for the set-up of triage tent and the deployment of the medical equipment. A workshop titled “Platforms for Radiological Emergency Preparedness and Post-Accident Response in Europe” was organized by the National Center for Scientific Research ‘Demokritos’ and, also, AIA employees were offered training on CMC information management and Emergency Management Supervisors on the removal of disabled aircraft.

• Promoting airport security and fire safety

The Airport Security Programme (ASP) provides the framework for implementing security processes at the airport operations (such as passenger and hand-baggage screening, hold baggage screening, access control, security controls at critical areas, issuance of entrance permits for non-public airport areas) and is aligned with the National Civil Aviation Security Regulation (NCASR), the best practices recommended by the International Civil Aviation Organisation (ICAO-Annex 17), the European Civil Aviation Council (ECAC-Annex 30) and the EU Regulation (185/2010). The Airport Security System’s reliability and effectiveness is frequently audited by the relevant security department of HCAA. Specifically, during 2014 two (2) security inspections were successfully carried out, involving AIA’s security staff and systems, whilst three (3) security inspections were conducted in the sector of the Airport’s Known Suppliers’ operation and in the processes followed by AIA for their nomination in the same period. The Extra Schengen passenger and hand luggage centralized security system became operational in December, bringing about passengers, stakeholders and airport staff satisfaction and favourable comments as a result of a remarkable improvement for airport operations and passenger experience. AIA’s fire prevention regulations adhere to the Airport Development Agreement (ADA) provisions, as well as to Greek and EU legal requirements on transport, construction and fire prevention. In addition, specific procedures apply for all airport infrastructure including buildings, systems, equipment and operational flows (e.g. technical works). Compliance is achieved through intensive training and purpose-specific exercises and verified internally by fire system audits and externally by the Airport Hellenic Fire Corps (AHFC). In 2014, fourteen (14) training sessions were conducted and two (2) evacuation drills were successfully carried out.

• Promoting customer and public health, safety and hygiene

In 2014, 149 health and safety inspections took place at the Airport premises and the subsequent recommendations for corrective actions were communicated to relevant departments and monitored for implementation. Moreover, regular inspections in technical and public areas guarantee that both AIA’s and contractors’ personnel comply with corporate health and safety rules. AIA’s target is to achieve zero incidents for either employees or the travelling public and most of its efforts and available resources are directed towards this objective. As AIA is responsible for the health and safety performance of third parties operating at its premises, in order to ensure that health and safety regulations are properly implemented AIA incorporates pertinent clauses in all its contracts with third parties. During 2014, 201 health and safety plans and 14 Safety Management Systems of third parties were reviewed and 20 audits took place in companies engaged in security, maintenance, ground handling, cargo and retail services at the Airport.

• Practicing safety exercises

A number of safety exercises took place throughout 2014, including the Airport Services Operation Center (ASOC) evacuation exercise in April, the crisis and media communications table-top exercise in cooperation with HCAA, Airport Hellenic Police, Airport Hellenic Fire Corps, Airport Services of Emergency Medical Care, Airline Operators Committee, Air Accident Investigation and Aviation Safety Board and Aegean Airlines in June and, in compliance with relevant ICAO requirements, a Full Scale Emergency Exercise in November.

Which GRI indicators/Standards have been addressed?

The GRI indicators/Standards addressed in this case are:

1) G4-PR1: Percentage of significant product and service categories for which health and safety impacts are assessed for improvement – the updated GRI Standard is: Disclosure 416-1 Assessment of the health and safety impacts of product and service categories

2) G4-PR2: Total number of incidents of non-compliance with regulations and voluntary codes concerning the health and safety impacts of products and services during their life cycle, by type of outcomes – the updated GRI Standard is: Disclosure 416-2 Incidents of non-compliance concerning the health and safety impacts of products and services

 

References:

1) This case study was compiled using published information by AIA which is located at the link below. For the sake of readability, we did not use brackets or ellipses but made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original please revert to the following link:

http://www.aia.gr/ebooks/CSR/2014/EN/files/downloads/CRR_2014_ENG_web.pdf (June 2015)

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to AIA: With each case study we send out an email to your listed address in request for a comment on this case study. If you have not received such an email please contact us.