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

Introduction Company profile and strategyService portfolio Communication and social responsibilityP Aviation businessP Non-aviation businessq Quality, security and safety) www.munich-airport.com/infogate) www.munich-airport.com/securitymarket researchers Skytrax also provide Munich Air -port with regular information on how air travelersscore our standards of service.The ASQ rankings, based on how passengers rate air -ports, provide the 190 or so scheme participants world -wide with quarterly data on customer satisfaction. Inall four quarters of 2011, Munich Airport achieved arating of 4.0, which equates to a quality assessmentof “very good.” This boosted us to second place in ourpeer group, which comprises airports with a similarstructure and passenger traffic volume. One factor thathelped us to accomplish this was an improvement inpassengers’ satisfaction with the waiting times at se -curity screening and passport control.InfoGate on the expansion trackTwo years in development, InfoGate, an informationsystem designed by Flughafen München GmbH, wentinto operation in mid-2011. There are six InfoGate countersin Terminal 1 and the München Airport Center. Atthese counters, passengers can push a button to con -tact an information service agent who can give specificanswers to any questions they have and explainhow to find their way at the airport. The agent and theuser can both see each other at life size on a video link.The system also calculates distances to be covered,estimates how long they will take to cover on foot,and tells users how long they can expect to wait atpassport control and security screening.Parallel to this, we have rolled out InfoGate Interactive,a self-service system with a touch-screen terminal.There are currently 17 of these freestanding terminalsaround the airport which provide airport visitorswith information on shopping, services, and placesto eat and drink, as well as flight departure and arrivaltimes.The huge interest in the system and the positive feedbackfrom the entire travel and tourism sector encouragedus to set up a subsidiary, InfoGate InformationSystems GmbH, in early 2012 to market our InfoGateproducts. This exemplifies the emphasis we place atFlughafen München GmbH on innovative productsand services “made in MUC.”The attractive design of the information terminalswas honored with a Good Design Award 2011. Theseawards are given each year by the Chicago AthenaeumMuseum of Architecture and Design, in associationwith the European Centre for Architecture, Art,Design and Urban Studies, in recognition of productsthat enrich society and people’s lives through gooddesign.Focus on securityAt an international passenger airport like ours, securityis an issue of maximum priority. As the airport’soperator, FMG must ensure the security of its facilityin accordance with EU requirements and the provisionsof Section 8 of Germany’s Aviation Security Act,which covers buildings and technical aspects as wellas HR and organizational measures. Alongside FMG,our subsidiary CAP, which has a workforce of around770 people, is also responsible for the airport’s security.Under Section 9 of the Aviation Security Act, airtransport companies operating at Munich Airport areresponsible for ensuring both their own security andthe security of their cargo. All of the control measuresare subject to ongoing quality checks. Bavaria’s aviationsecurity authority is in charge of overseeing MunichAirport, whereas the Federal Office of Aviationis responsible for the airlines. In addition, continuous56