Fraport Stakeholder Engagement 2011 (selected...

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Fraport Stakeholder Engagement 2011 (selected examples)

Stakeholder Central issues of the dialog Form/Designation Frequency Result/ActivityResponsibility * Fraport

Finance and capital market / ShareholdersInvestors, analysts, sector representatives, potential investors, shareholders

Business development, future perspectives, investment program, financing requirements, subsidiary companies, current events

Analysts / Investors conferences (Investor Day)

annually Information for the capital market, publications of financial results within the framework of the statutory regulations

FIR

Telephone conferences and live audio webcasts for quarterly reporting

3 x annually FIR

Individual meetings at roadshows and conferences

More than 400 p.a. FIR

Banker’s Day 2 x annually FIR

Annual General Meeting annually Exercising shareholders’ rights, such as decisions on appropriation of funds, approval of the actions of the Executive Board and Supervisory Board, etc.

VV1

Information provided

Investors, analysts, sector representatives, potential investors, banks

Traffic development site FRA/BET Market research monthly Monthly report on traffic development UEW

Facts and figures on company development Visual Fact Book (“Investors Manual”) annually Information and reporting FIR

Internet ongoing Information and reporting FIR

Quarterly reports 1 x quarterly Information and reporting FIR

Annual Report annually Information and reporting FIR

Sustainability report annually Information and reporting NHM

Airline companies and air traffic sectorAirlines and airline representatives, etc.:

German Airline Association (BDF), German Aviation Association (BDL), Board of Airline Representatives in Germany (BARIG), Review Board Meeting with the Airlines, Association of European Airlines (AEA), Deutsche Lufthansa AG, Airports Council International (ACI), Airline Operating Committee (AOC)

Aircraft noise measurement results Reporting (Infoservice on aircraft noise, reports to committee), multilateral discussions as necessary

monthly Information exchange about the results and interpretation of measured results; derivation of action required

FBA

Work with associations, communication, formulation of concepts and position papers, committee work

Discussion groups with associations, common-interest forums with representatives from politics and business, information and discussion events, conferences

ongoing Information exchange, Work with associations, communication

UKM

Expert forum with other airports Discussion groups, Information exchange, Benchmarking

ongoing Information exchange, work with associations, communication

UKM

Overall customer satisfaction with Fraport ground handling services

Customer satisfaction analysis annually Derivation of measures relevant to action, integration in the targets of BVD (ground handling services)

BVD

Consultancy on issues relevant to aircraft noise and air pollutants from aircraft movements

Committee on Prevention of Aircraft Noise 1 x quarterly, as required task forces

Formulation or proposals to reduce the effects of airport and aircraft operations

FBA

Active noise abatement, noise monitoring, noise (impact) studies

Forum Frankfurt Airport and Region (FFR) continuously Formulation of measures for active noise abatement, establishing a noise monitoring system, setting up and support a noise impact study

VV, FBA

Operational Excellence: Optimization of processes and operational workflows at the airport in conjunction with the measures directed toward expanding capacity

Bilateral and multilateral meetings regularly and related to events

Optimization of processes, adjustment of plans FBA

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Information exchange, communication issues relevant to air traffic

Discussion groups with associations regularly, each association has its own annual events calendar

Information exchange, agreeing on joint activities and positions

UKM

DFS Deutsche Flugsicherung Harmonization of future concepts for route use, runway use and taxiing for start-up of northwest runway

Task Force Operating Procedures 2011+ monthly Formulation of a concept for start-up of the northwest runway

FBA

Infrastructure development Planning round airside fortnightly Building coordination on all requirements for infrastructure FRA (expansion & portfolio)

FBA

Infrastructure relevant to operations Planning office Fraport – DFS Deutsche Flugsicherung

weekly Exchange on infrastructure issues and operational procedures, infrastructure agreements on issues relating to operations

FBA

DFS Deutsche Flugsicherung, Munich Airport, Lufthansa, Air Berlin, Ministry of Transport, Building and Urban Development (BMVBS), national politicians and development, public domain

Safeguarding the competitive positions of Germany as an air-traffic center

Highly differentiated committee and working structure (e.g. Environmental Task Force)

different conference cycles depending on structure /requirement

Formulation of position papers, e.g. Master Plan Airport, and definition of joint positions, e.g. on aircraft charges based on environmental issues

UEW

Airline companies and associations, DFS Deutsche Flugsicherung, Aircraft Noise Committee, Hessian Ministry for Economics, Transport, Urban and Regional Development (HMWVL), others

Airport charges (Article § 43a Air Traffic Licensing Directive (LuftVZO))

Review Board “Charges” approx. 4 – 6 x annually, as required

Debate about issues relevant to airport charges with the objective of reaching a mutually agreeable solution

FBA

Consultation meeting annually Consultation between users in advance of submitting the application for the airport charges to the Ministry for Economics, Transport, Urban and Regional Development (HMWVL)

FBA

Committee work several times annually and as required

Discussion of issues relating to airport charges FBA

Airline companies and associations, service providers, lessees, government agencies, other users of the airport, Hessian Ministry for Economics, Transport, Urban and Regional Development (HMWVL)

Charges for refinancing the ground handling services (BVD) infrastructure (BVD-ZI charges) and for refinancing the general infrastructure of the airport (cost-related usage charge – KNE)

User’s committee 2 – 4 x annually Discussion of the issues relating to central ground handling service infrastructure and cost-related usage charges

BVD, FBA

Federal German Airports Association (ADV) Environmental issues, in particular aircraft noise and air pollutants, airport and air safety

Cooperation in the ADV specialist Environment Committee Member of the specialist committee Safety and Security

half-yearly and as needed Conference in task forces

Agreement and exchange of ideas between airports, decision documents for ADV Directorate, launch of initiatives, government agencies

FBA, RAV

Slot policy, slot legislation, bilateral traffic agreement

Direct discussions, Task Force Slot, EU Observatory (observatory committee of the EU Commission)

as required Information for the committees, policy paper, contact with the European Commission

FBA

“Non-Aviation Committee” of the ADV Public relations in the sector Committee meetings 2 – 3 x annually Benchmarking with non-aviation business of other airports, exchange of ideas

VF, HVM

Airports Council International (ACI) Airport-specific security discussions Technical, Operational and Safety Commission (TOSC)Chair ACI World Subgroup Safety and Security

1 x annually Exchange on issues relevant to security FBA

Measures for increasing capacity at airports as required Information for the committees, Policy Paper, contact with European Commission

FBA

Expansion of competence of the European Aviation Safety Agency (EASA)

ACI Task Force EASA every 2 months 1 x quarterly

Agreement on communication and on approach in the process of rulemaking for EASA

FBA

Environmental management, climate protection

Technical meetings regularly, as required

Information exchange, strategies, positions NHM

Environmental issues World's Environment Standing Committee (WESC) = ACI Committee

regularly, as required

Information exchange, strategies, positions, certification

NHM

European Aviation Safety Agency (EASA) Legislation EASA Rulemaking Group every 2 months Development of European laws for operation of airports

FBA

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Passengers, lessees and visitorsPassengers and visitors Customer requirements / ideas / suggestions Customer Council passengers 2 – 4 x annually Service improvement / product development KMA

Service quality, customer satisfaction, customer requirements

Passenger surveys, Customer Barometer ongoing Quality report FRA 4 x annually with definition and review of criteria and target values for the company

KMA

Service assessment Pilot project with Federal Police at passport control (traffic light assessment), quality assessment system (QM Touch) in restroom facilities

ongoing Pilot project at passport control and in restroom facilities to improve service

KMA

Benchmarking passenger satisfaction Passenger surveys: Airport Service Quality (ASQ)

ongoing Quality report FRA 4 x annually with definition and review of criteria and target values for the company

KMA

Comparison of the competition for service quality and service package

Expert round table talks with other airports 2 – 4 x annually Competition comparison and benchmarking KMA

Customer feedback (complaints/praise) Feedback management (mail, email, phone, feedback kiosks in the terminal)

approx. 3,200 in 2011

Service improvement / product development KMA

Fascination Frankfurt Airport and specialist issues Visitor tours more than 5,000 tours p.a.

Information and communication KMA

Lessees of retail (shops, gastronomy, financial service providers, rental car companies, another commercial services)

Information exchange and customer satisfaction Regular lessee support and surveys regularly, event-related

Information and communication, determination of requirements and plans, increase in customer satisfaction

HVM

Information exchange on site development, current issues

Customer information event / lessee meeting annually Information and communication, increase in sales and customer satisfaction

HVM

Lessees travel market Agreement on external profile and promotion

Lessee Advisory Council for the travel market 4 x annually External presentation of travel market, increase in sales and customer satisfaction

HVM

Lessees / leaseholders of cargo floor space Information exchange on customer satisfaction Airfreight Advisory Council 2 x annually Increase in customer satisfaction HVM

Lessees of office and service floor space Information exchange on customer satisfaction Regular lessee support regularly, event-related

Increase in customer satisfaction HVM

Optimization of service in relation to customer requirements

Informal, workshops event-related Customer-specific optimization of the service HVM

Lessees of parking space (travel operators, agents, airlines, authorities, other customers, etc.)

Information exchange and customer service for parking

Regular support and surveys as required Determination of requirements and plans, increase in customer satisfaction

HVM


Airlines, lessees, passengers and visitors Airport information Airport Guide, airport brochures ongoing Information and communication HVM

Traffic development FRA site Market research reporting monthly Monthly report on traffic development UEW

Services and new offers Press releases event-related Information and communication UKM

Information about flying and about spending time at the airport

Online portal for passengers ongoing Information and communication HVM

Round the airport – dialog Facebook und Twitter ongoing Communication / crisis communication UKM, FBA

Airport information Newspaper “Treffpunkt Airport” 4 x annually Information and communication UKM

Relevant news and information Customer magazine “Aviation World” 1 x quarterly Information and communication UKM

Relevant news and information Customer magazine “Retail World” 3 x annually Information and communication HVM

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Employees and employee representativesEmployees Advice on current and overarching company

issues, workforce informationStaff meetings at least

4 x annuallyInformation for employees, dialog platform Works council

Advice on current and sector-related issues, workforce information

Department meetings as required Information for employees, dialog platform Managers

Company-related and overarching company issues, numerous opportunities for dialog, “Community” button

Skynet, Intranet always up to date Information for employees, dialog platform UKM

Company-related and overarching company issues

GalaxyNet, Extranet (access for employees in Group companies, retirees, employees, on parental leave, etc.)

always up to date Information for employees, dialog platform UKM

All issues which employees are concerned about Dialog with Chairman of the Executive Board (“Questions to Schulte”)

always up to date Dialog platform UKM

Specialist articles by employees for employees Skywiki always up to date Knowledge exchange UEW

All satisfaction dimensions of the employee (working atmosphere, management competence, pride in the company, etc.)

Fraport Barometer = employee survey annually Derivation of measures for improvement of employee satisfaction

PSL

Traffic development, airport expansion, economic situation, social efforts, environmental protection measures by the company, etc.

Discussions, notices monthly Good level of information with employees, see barometer results

FBA

Environmental requirements in companies Training and advice sessions regularly or ongoing

Knowledge and understanding of environmental protection requirements

NHM

Employer representatives Staff catering, work clothing, protective work clothing, traffic safety, in the company, company Health Care promotion, job safety

Committees and commissions with equal employee and employer representation

regularly, approx. monthly for each committee

Decisions or preparation for decisions Management and Works Council

Corporate development Participation of employee representatives in steering committees

as required Decisions or preparation for decisions Management and Works Council

Consultancy ahead of decision-making Participation of company representatives in preliminary discussions with employee representatives in the Supervisory Board for committee meetings

approx. 12 x annually (3 committee meetings each with 4 meetings)

Cooperative/co-determinative preparations for decisions

Management and employee representative in the Supervisory Board

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Fraport employees Company-related issues, dialogs in the form of comments and reader’s letters

Staff newspaper “Fraport live” fortnightly Information for employees UKM

Environmental management system, Environmental Statement, functions and latest information on the issues of waste management and water quality and conservation in the company

Intranet ongoing Improving knowledge and understanding about issues relating to the environmental management system, waste management and water quality and conservation

NHM

Information on the Fraport Environment Fund and sponsored projects

Intranet, “Fraport live”, brochures event-related Information for employees also for benefit in their private lives

NHM

Event-related information, personnel issues, etc. Information letters as required Information for employees Management

Services and offers from the company for employees (company benefits, harmonization issues, teleworking, equal opportunities, advisory packages, etc.)

Information brochures and information services

event-related Information for employees PSL

Information and training programs (for example management program for engineers)

Workshops as required Information and career training for employees PSL

Staff information from the Works Council and the unions represented in the company

Publications ongoing Information for employees Works Council & unions

Provision of information on the issue of noise Infofon, briefing documents, workshops monthly Creation of fundamental competence on the issue of noise for external communication

FBA

Neighbors and communityEnvironmental and Neighborhood House Provision of information for the public Bilateral discussions as required; convention regularly;

as requiredPublic information on various issues (noise, biological diversity, etc.) on the basis of monitoring data

FBA, NHM

Curating a permanent exhibition on Frankfurt Airport

Workshops with different stakeholders regularly Setting up a permanent exhibition UEW, FBA

Communal decision-makers (mayor, members of the district council), DFS Deutsche Flugsicherung, Deutsche Lufthansa AG, German Aircraft Noise Service (DLFD), government agencies, BARIG

Active noise abatement, noise monitoring, noise (impact) studies

Technical meetings in the Forum Airport and Region (FFR)

ongoing Developing measures for active noise abatement, establishment of a noise monitoring system, setting up and supporting a noise impact study

VV, FBA

Advice on all noise issues relating to aircraft noise and air pollutants

Cooperation in the Committee for Prevention of Aircraft Noise

1 x quarterly as required task forces

Formulating proposals for reducing the effects of aircraft noise and airport operation

FBA

Environmental associations/ Environment research institute

Energy efficiency Information and advisory meetings issue-related List of measures for increasing energy efficiency, deliberations on development of activities and instruments

NHM

Environmental associations, company advice Biodiversity Information and advisory meetings, events, conferences

issue-related

List of measures for the field of action biodiversity

NHM, FBA

Local authorities, citizens, schools, children’s daycare, associations

Development and feasibility for function of ecological projects in the region by the Fraport Environment Fund

Information and advisory meetings ongoing or on request

Formulation of project proposals feasible for sponsorship and their implementation

NHM

German Society for Sustainable Construction (DGNB)

Issues relating to sustainable construction, certification of buildings, with seal of approval

Information and advisory meetings as required DGNB certification, e.g. in “Gold” for the new Group Corporate Headquarters

HVM, IFM

Scientific affairs Nature conservation and forestry measures, zone management

Field trip by students of landscape ecology or forestry sciences, support for Masters dissertations

irregularly Knowledge transfer FBA

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Local authorities, citizens aircraft noise committee

Measurement of aircraft noise pollution Stationary and mobile measurements ongoing or on request

Preparation of measurement reports and presentation of results

FBA

Local authorities, citizens Aircraft noise, expansion, general flight issues, air pollutants, odors

Written or telephone neighborhood surveys, field trips in the surrounding area, participation in Info evenings

ongoing Information and clarification of the content issues being asked about

FBA

Airport-relevant issues Exhibition stands, support for conferences and events, partly with 3-D model

issue-related Information and communication UKM

Schools Future-proof air traffic Media joint ventures ongoing Formulation of concepts for future-proof air traffic

NHM

Information discussions on environmental issues as required Knowledge transfer NHM

Media joint ventures, dialog with school children in the framework of cooperation

ongoing Knowledge transfer, formulation of concepts and reports by school students, newspaper in the elementary school

UKM

Public, media Airport-relevant issues Press conferences / press background discussions issue-related Communication and information UKM

EU Committee Single European Sky research project for implementation of the SESAR goals

Processing work packages in the context of the SESAR research project

ongoing Improved simulation models, modeling /quantification of impacts of noise and air pollution

FBA


Government agencies, committees, citizens, local authorities

Environmental issues Environmental report, environmental brochures (air hygiene annual report, biodiversity) etc.

regularly Information NHM, FBA

Local authorities, citizens Information on the aircraft noise situation Newspaper “Start frei” 1 x quarterly Presentation of the current noise measurement Counts

FBA

The latest issues associated with noise Website Infoservice aircraft noise ongoing Information and reporting on issues relevant to aircraft noise

FBA

Supervisory authority Engine run-ups Reports on nighttime engine run-ups at high revs

monthly Information on number of engine run-ups at the Frankfurt site

FBA

Direct discharge of precipitation water and wastewater from the southern water treatment plant (Fraport)

Self-control reports, wastewater discharge statements

1 x annually Reporting on the volume and quality of the discharged precipitation water and the outflow from the water treatment plant

NHM, HVM

Indirect discharge of precipitation water into water treatment plants/drainage system of the City of Frankfurt / town of Kelsterbach

Self-control report 1 x quarterlyand annually

Reporting on the volume and quality of the wastewater at the transfer points

NHM

Light-fluid separators requiring a license Self-control report 1 x annually Function verification NHM

Groundwater quality monitoring Report 1 x annually Reporting on the groundwater quality NHM

Public, government agencies, experts Air quality at Frankfurt Airport Air hygiene annual report annually Information and reporting , putting the air-hygiene situation at the airport in the regional context

FBA

Latest waste statistics Datasheet annually Integration in the waste brochure NHM

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Suppliers/Business partnersSuppliers/Business partners Various issues relevant to procurement Supplier / Producer discussions in Germany

and abroadongoing Finding out about market options and products,

exchange of ideas about product quality and supply capability

ZEB

Supplier days for domestic and foreign companies

1 x quarterly Finding out about market options and products, exchange of ideas about product quality and supply capability

ZEB

Information days with associations / agents (e.g. Chambers of Commerce)

event-related Market research, exchange of ideas about requirements

ZEB

Regular meetings of ADV purchase managers 1 x quarterly Exchange of experience, information, harmoniza-tion on issues in conjunction with procurement

ZEB

Improvement proposals for environmental services and remedying problems with disposal companies and operations

Advice ongoing Improvement in environmental services and remedying problems with disposal providers

NHM

Energy supplier (Mainova) Climate protection Technical meetings ongoing Improvement in climate protection services NHM

Energy customers (companies at the airport), internal customers

Advice on energy savings, energy saving days Training sessions, information for employees event-related Reduction of energy consumptions, as a result of reduction of energy costs

HVM

Site partners (including The Squaire and Gateway Gardens)

Site marketing, customer satisfaction Informal exchange ongoing Information and communication, increase in customer satisfaction

HVM

Politics and government agenciesCommunal councils Current issues in connection

with airport operationInformation visits by Communal councils regularly Consideration of current issues relevant to

the airportUKM

Personal discussions with representatives of stakeholder groups (mayors, members of district councils, etc.) in the region

twice a year mayor round table meeting

Information and exchange of opinions, taking account of the results for plans relating to airport processes

UKM

Local-authority and state authorities Wastewater, groundwater, soil Technical meetings as required Legal directives on water issues NHM

Hessian Ministry of Finance Sustainable procurement Expert group approx. 3 x annually Information, concept for sustainable procurement NHM

Hessian Ministry of Science and Arts Electromobility Advisory Council for Electromobility 3 x annually Development of electromobility NHM

Hessian State Office for Environment and Health Care

Air quality Technical meetings for data exchange as required Exchange of information on issue of air quality FBA

Hessian Ministry for Economics, Transport, Urban and Regional Development (HMWVL)

Performance status company fire brigade, interpretation ICAO Annex 14, Chapter 9

Meetings annually Compliance FBA

Procedures and routines Meetings 1 x monthly Airport security FBA

Forestry offices Hunting, forestry management Technical meetings irregularly Harmonization of hunting and forestry activities by Fraport and neighbors

FBA

Government Presidium Darmstadt, Senior Forestry and Nature Conservancy Authority

Nature conservancy measures Round of meetings irregularly Agreement of regulations relating to zoning approval for airport expansion with the technical ideas of the Government Presidium Darmstadt

FBA

State Police (Police Headquarters Airport) Procedures and routines Meetings min. 1 x monthly Security FBA

Federal Criminal Police Office (BKA) Member of the Global Player Committee Meetings 2 x annually Internal cooperation concerning security FBA

Federal Ministry of the Interior (BMI) Member of the Future Forum Public Security Meetings 2 x annually General security issues FBA

Government Presidium Darmstadt, Fire Protection Office

Performance status company fire brigade Report und Meetings annually2 x annually

Compliance FBA

State authorities, local government agencies, Federal Rail Authority (EBA)

Noise action plan Steering committee ambient noise guideline half-yearly Noise mapping and action plan FBA, RAV

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* Fraport Organization:

ASM Airport Security ManagementBVD Ground Handling ServicesFBA Traffic and Terminal Management, Corporate Safety and SecurityFIR Finance and Investor RelationsHVM Retail and PropertiesKMA Passenger ResourcesNHM Sustainable Management and Corporate CompliancePSL Human ResourcesRAV Legal AffairsUEW Corporate DevelopmentUKM Corporate CommunicationsVF Member of the Executive Board and Executive Director of Controlling and FinanceVV Chairman of the Executive BoardVV1 Boards and CommitteesZEB Central Purchasing and Construction Contacts © Fraport AG, 7. March 2012

Federal Ministry of the Interior and the Federal Police

Aviation security Technical meetings und expert groups regularly and as required

Needs-oriented agreement ASM

Federal Ministry of Environment, Nature Conservation and Reactor Safety

Eco-Management and Audit Scheme (EMAS), Energy efficiency, noise etc.

Technical meetings issue-related Taking account of the content with the materiality analysis and planning of targets and measures

NHM

Federal Environmental Office Noise, Energy efficiency Technical meetings issue-related Information exchange, increase in energy efficiency (e.g. sustainable construction)

NHM, FBA

Federal Ministry of Education and Research (BMBF)

Safety research Indirect participation in safety research projects as required Current developments do not come as a surprise FBA

Federal Ministry of Traffic, Building and Urban Development (BMVBS)

Key parameters (how many aircraft movements is the airport permitted to coordinate), slot legislation, bilateral traffic agreement

Direct meetings as required Position statements, formulation of recommen-dations, information of the ADV committees, contacts with airport coordinator and BMVBS

FBA

Interpretation ICAO Annex 14, Chapter 9, development EASA

Meetings only as required, approx. 2 x annually

Compliance FBA

German Committee for Prevention of Wildlife Accidents in Air Traffic (DAVVL)

Bird strike (wildlife accidents) Member meeting Task Force meeting annually, irregularly

Latest strategies for reduction of the risk of bird strikes in air traffic

FBA

European Aviation Safety Agency (EASA), Association of European Airlines (AEA), Federal Regulatory Authority

Traffic development at the FRA site Market research reporting monthly Monthly report on traffic development UEW

Planning authority Frankfurt am Main Sustainable construction Technical meetings regularly Implementation of measures for sustainable construction in construction projects at Fraport

IFM

Federation of the German Air Traffic Economy (BDL)

Issues relevant to air traffic Association membership, cooperation in task forces and presidium

Members meeting min. 1 x annually; presidium min. 4 x annually; Task forces and presidium 2 x annually and as required

Consideration of all issues relevant to air traffic VV, VF, UKM, UEW, FBA, BVD, NHM


Hessian Ministry of Economics, Transport, Urban and Regional Development (HMWVL), Aircraft Noise Officer

Aircraft movements and aircraft noise Routine reporting, special evaluation continuously Information provision on the issues of aircraft movements and aircraft noise

FBA


Fraport Stakeholder Engagement 2011 (selected...

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