"Perspectives 2011" - Sustainability and Annual Report (pdf)

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Introduction Company profile and strategyService portfolio Communication and social responsibilityP Aviation businessq Non-aviation businessq Quality, security and safetyIn 2011, eurotrade had a workforce of around 1,000people and reported net sales of €172.6 million – arise of 7.5 percent, year on year. This is one of thecompany’s best results ever. To continue building on itsprior successes and sustain its performance over thelonger term, eurotrade pursues a strategy based oninnovative goods and shop concepts. One approachit has taken is to combine upmarket brand-name apparelwith luxury jewelry in the same retail unit. Thecompany has also expanded its duty free/Travel Valuestores on level 04 in Terminal 2 to offer passengers ashopping experience extraordinaire in a 1,200-squaremeterretail space.) www.eurotrade.orgAllresto sources around 90 percent of its produce withlocal suppliers in Bavaria. The company is certifiedunder the Eco-Management and Audit Scheme and iscommitted both to conserving resources in the way ithandles foodstuffs and to advancing sustainability inareas like logistics and cleaning. Allresto is also certifiedorganic; this means the company is authorizedunder EU regulations to produce organic foods, whichit serves in the Bistro Organic in Terminal 2.eurotrade: A special shoppingexperienceThe company eurotrade Flughafen München Handels-GmbH, a wholly owned Flughafen München GmbHsubsidiary, is a retail operator at Munich Airport. It hasan appealing overall retail mix comprising around70 units, including a number of small hospitality operations,duty free and Travel Value outlets, newsagentand souvenir shops, and a range of stores selling fashionand textile goods, luxury-brand watches, jewelryand accessories. Its aim is to ensure customer satisfactionand loyalty by offering premium products fromlocal and international brands and labels that matchcustomers’ wishes and expectations.In 2011, eurotrade opened its first retail unit outsideMunich Airport – a duty free/Travel Value store atFriedrichshafen Airport. In coordination with corporateparent Flughafen München GmbH, it will continue onan expansion course, going forward.MediCare: Expert healthcareFMG subsidiary MediCare Flughafen München MedizinischesZentrum GmbH offers 24-hour healthcareservices to air travelers, visitors, and employees atMunich Airport. MediCare also provides a portfolio ofcorporate and aviation physician services to MunichAirport and organizations on campus, and in 2011treated its 100,000th patient.In addition, MediCare runs AirportClinic M, a healthcarecenter of competency that unites a unique, fullserviceapproach to specialized care in such fieldsas orthopedics, gynecology and urology with easyaccess for both local and international patients. Thecompany is co-owned by Flughafen München GmbHwith 51 percent and by MAHM GmbH, a companyoperated by a group of physicians, some of whom arebased at Munich Airport, with 49 percent. MediCarecurrently has a workforce of 66 employees and in2011 reported sales of around €6 million.54
Workforce and work environmentEnvironmental and climate protectionFinancial reviewSustainable developmentQuality, security and safetyCustomer feedback on quality of serviceThe opinions of our customer base – which includespassengers, visitors, meeters and greeters, and thepeople who work on campus – are exceptionallyimportant to us. We need to be aware of their needsand expectations if we are to succeed in constantlydelivering better service. This is why we have had afeedback system in place for several years for managingthe suggestions and complaints we receive fromairport users, and for a long time now, we have alsoconducted polls at Munich Airport to track customersatisfaction.Continuous service optimizationMost of the comments we receive are submitted bymeans of letters, online forms, and the feedback cardsprovided throughout the airport. We have a centralcomplaints management office which ensures thatall suggestions or complaints received in writing notonly get a quick and personal response but actuallyhelp us to improve our standards of service. We keepa systematic record of all these suggestions; we alsoregularly review the subjects of complaints to identifytrends and patterns, and we publicize these internally.During 2011 we received and processed 1,340 complaintsin total – an extremely small number, consideringthe 38 million passengers who passed through theairport over the course of the year. Criticism centeredmainly on online parking reservations and the waitingtimes at baggage claims, plus issues with airlines thatwere beyond our reasonable control. The latter includedflight cancelations and delays, poor on-timeperformance and poor service from airlines. We for -ward complaints like these to the relevant offices. Com -plaints concerning security screening were down comparedto prior years.One example of our responsiveness to customer com -ments is that we have improved our WiFi service. Followinga growing number of requests, we in January2012 introduced WiFi that is free to users for the first30 minutes.Mystery shopping safeguards quality ofserviceSince 2006, we have used mystery shopping as ameans of quality control. Midyear in 2011, we conducteda series of three rounds of test purchasesat 192 shops, restaurants and service outlets, withEnglish-speaking as well as German-speaking shoppers.We scored the retail units on their interior and exteriorpresentation, cleanliness, price labeling, the varietyof their products and, above all, the knowledgeabilityand courteousness of their customer-facing staff. Withtests like these, we later discuss the results with theunits’ operators. The purpose of mystery shoppingis to ensure that we uphold and continue to improvestandards of service at Munich Airport.ASQ 2011: Consistently high qualityscoresAirport Service Quality (ASQ), a benchmarking programoperated by the ) Airports Council International(ACI) in Europe, and the annual passengersurveys conducted by London-based independent) Glossary55
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PublisherFlughafen München GmbHP.O
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