Introduction Company profile <strong>and</strong> strategyService portfolio Communication <strong>and</strong> social responsibilityP Aviation businessP Non-aviation businessq Quality, security <strong>and</strong> 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 st<strong>and</strong>ards 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 <strong>and</strong> passenger traffic volume. One factor thathelped us to accomplish this was an improvement inpassengers’ satisfaction with the waiting times at se -curity screening <strong>and</strong> 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 <strong>and</strong> 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 <strong>and</strong> explainhow to find their way at the airport. The agent <strong>and</strong> 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,<strong>and</strong> tells users how long they can expect to wait atpassport control <strong>and</strong> 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 freest<strong>and</strong>ing terminalsaround the airport which provide airport visitorswith information on shopping, services, <strong>and</strong> placesto eat <strong>and</strong> drink, as well as flight departure <strong>and</strong> arrivaltimes.The huge interest in the system <strong>and</strong> the positive feedbackfrom the entire travel <strong>and</strong> 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 products<strong>and</strong> 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 <strong>and</strong> Design, in associationwith the European Centre for Architecture, Art,Design <strong>and</strong> Urban Studies, in recognition of productsthat enrich society <strong>and</strong> 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 <strong>and</strong> the provisionsof Section 8 of Germany’s Aviation Security Act,which covers buildings <strong>and</strong> technical aspects as wellas HR <strong>and</strong> 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 <strong>and</strong>the 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
Workforce <strong>and</strong> work environmentEnvironmental <strong>and</strong> climate protectionFinancial reviewSustainable developmentBodies responsible for aviation security <strong>and</strong> safetyResponsibleTaskingOversightAirport operatorDuty of self-protection as per Section 8of the Aviation Security ActState aviation security authorityAirline companyDuty of self-protection as per Section 9of the Aviation Security ActFederal Office of AviationSecurityAviation security authorityPassenger <strong>and</strong> baggage screening as perSection 5 of the Aviation Security ActFederal police 1Federal policeBorder controls on personsFederal Ministry of the InteriorCustomsBorder controls on internationalmovements of goodsFederal Ministry of the InteriorSafetyAir traffic controlMonitoring of air space,coordination of flightsFederal Ministry of Transport,Building <strong>and</strong> Urban Development1In Bavaria: State aviation security authoritynational <strong>and</strong> EU quality checks are carried out, <strong>and</strong> weperform our own in-house checks as part of our internalsecurity quality management system.Continuous onward trainingBefore entering the gate areas, passengers <strong>and</strong> theirh<strong>and</strong> luggage are screened by employees of Sicherheitsgesellschaftam Flughafen München mbH (SGM).This screening is conducted on behalf of Bavaria’shighest aviation security authority, the South BavarianOffice of Aviation. To make sure that checks are carriedout consistently <strong>and</strong> to the required security <strong>and</strong>quality st<strong>and</strong>ards, each of the 1,200 or more aviationsecurity officers working at the airport completesaround 40 hours of onward training every year. All trainingfor security personnel is delivered in accordancewith in-house as well as official requirements, <strong>and</strong>covers statutory regulations on dealing with persons<strong>and</strong> personal property.Two more bodies tasked with aviation security are thefederal police <strong>and</strong> customs. The police are responsiblefor inbound <strong>and</strong> outbound passport control proceduresplus a variety of security tasks, including protectingat-risk flights <strong>and</strong> providing armed protection at pas -senger screening points in the airport’s terminals. Customscarries out import <strong>and</strong> export inspections on thegoods people are carrying.A system to optimize safetyJust like general airport safety <strong>and</strong> security, the safeoperation <strong>and</strong> h<strong>and</strong>ling of aircraft in line with statutoryaviation regulations has utmost priority at Munich Air -port. Given the steady, ongoing growth in air traffic,we do our utmost to prevent accidents, avoid dangeroussituations, <strong>and</strong> minimize the potential impacts inthe event that something does happen. We therefore57