2016 Responsibility report

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Responsibility at Finavia A part of society Safety Staff wellbeing Environmental responsibility GRI Stakeholder cooperation We listen to our stakeholders so that we can succeed in our work. Our stakeholders include a broad range of different actors, among them are both influential decision-makers and ordinary flight passengers. We serve over 50 significant airline customers each day, and more than 20 million passengers each year. We interact particularly closely with our airport partners, the authorities, decision-makers and airport neighbours. We cooperate with our stakeholders on a continuous basis: we meet with them, listen to them, discuss with them and jointly draw up plans to improve airport operations. In our cooperation, we focus on our main stakeholders, i.e. communities and operators with the biggest impact on Finavia’s business, and those whose operations are affected by what we do. Each of the main stakeholders have a designated person at Finavia, who coordinates the cooperation and voices the stakeholder’s message at Finavia. Memberships in aviation associations We contribute to the development of the airport and air traffic sector in several organisations and working groups. We are also members of several Finnish and international travel development forums. Finavia is a member of the Airports Council International (ACI Europe) and CANSO, the Civil Air Navigation Services Organisation, a global cooperation organisation of ANS providers, and participates in working groups of both parties. Finland is a member of the International Civil Aviation Organisation (IACO) and the European air navigation organisation Eurocontrol. We also exert our influence in the North European Functional Airspace Block (NEFAB), the NORACON consortium, and in the Borea- Military and state aviation Media Financiers and owners Recreational aviators Partners, sub-suppliers and suppliers lis Alliance. We are also in several national working committees, and we interact with Finnish and foreign authorities and decision-makers. In addition, we are a founding member of the Nordic Initiative for Sustainable Aviation (NISA) cooperation network. Its goal is to supply biofuels to the aviation industry. As a member of the World Travel & Tourism Council, the Nordic Travel Retail Group and the Nordic Council of Shopping Centres, we are also a partner in the international development of tourism, and work to develop the commercial potential of airports. Finavia’s most important stakeholders Airline customers Passengers Resident in the proximity of airports Personnel Public authorities Decisionmakers Finavia is also a member of PALTA, the Finnish Association of Service Sector Employers. We are an active partner in the development of the aviation sector. Responsibility report 2016 10
Responsibility at Finavia A part of society Safety Staff wellbeing Environmental responsibility GRI Different stakeholders consider different themes to be important – please see below for examples of cooperation in 2016. Stakeholder Issues brought up by the stakeholders Examples of Finavia's actions in 2016 Forms of cooperation Airline customers Passengers Personnel Public authorities • Digital services and developing the customer experience • Efficient and punctual airport and air navigation services, competitive pricing • Regulation as a cost factor • Continuous development of operations and Finavia’s initiative • Close and open cooperation and communication • Improving awareness of Helsinki and Finland to create demand for routes • Flight safety • Appropriate airport network and diverse domestic and international connections • Smooth service at airports, high standard of customer service • Diverse shopping and service options • Well-being at work • Supportive and fair remuneration • Continuous, close cooperation and participation • Continuous development of competence • Operational efficiency issues • Good management and supervisory work • Ethical operating methods • Compliance with regulations and Finavia’s own guidelines • Helpful and active approach in official matters • Quick reporting on environmental issues and customer contacts • Up-to-date environmental reporting • Cooperation ensuring smooth air travel (more automation in passenger and luggage processes) • Retaining airport charges at an inexpensive level • Helsinki Airport is still the fourth least expensive main airport in Europe • Route development and joint marketing with airlines (Match Made in HEL event) • Successful development of flights to Lapland, in cooperation with regional tourist operators and Visit Finland • Day-to-day work to ensure flight safety • Enhancement of airport maintenance operations • Improving experiences at the airports and providing more shopping opportunities • Smoother air travel through automation (digital ticket readers, eGates and the introduction of new digital channels) • Continuous development of websites and mobile applications • Joint service and cultural training for airport actors • Chinese-speaking customer service personnel • Well-being at work projects • Physical exercise and culture vouchers • Personnel survey • Change support package • Clearer goal-setting, performance management and assessment • Developing the initiative and idea system • Practical application of lighter workload and replacement work models • Continuous compliance with regulations and Finavia’s own instructions and principles • Influencing the development of regulation of the industry • Preparations for the implementation of the future aviation regulations by the European Aviation Safety Agency (EASA) • Reviewing airport safety and security plans and testing them in cooperation with the police • Comprehensive and up-to-date material for environmental permits • Well-organised material in applications for environmental permits and replies regarding appeal • Reporting to the authorities on environmental issues raised by local residents • Developing the environmental reporting process • Customer-specific meetings, continuous dialogue and cooperation • Quarterly briefing and consultancy meetings regarding the development programme of Helsinki Airport • Preparation and joint assessment of route development analyses • Finavia’s international visibility • Personal service situations • Customer feedback channels and customer satisfaction surveys • Internet, social media, mobile applications • Events • Cooperation with other service providers at airports to create a coherent travel • Personal development reviews • Intranet and staff magazine • Staff briefings • Training sessions • Extended occupational healthcare • Cooperation with shop stewards and monthly meetings with personnel organisations • Presentations at shop steward days of personnel organisations • Continuous dialogue, meetings, working groups with authorities • Preparation and joint reaction to changes in the operating environment (with the Customs, Police, Border Guard and other stakeholders) • Transparent and reliable reporting Responsibility report 2016 11
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