Our Corporate Responsibility Policy enables us to strengthen our identity, culture and guidelines for conduct, and helps direct and guide our actions in economic, social, environmental and ethical matters.
Aena strives for sustainability through management policies that incorporate the principles of corporate social responsibility, which are public and accessible, and which uphold the organisation's commitments in relation to:
- The social dimension of sustainability, which includes:
- Commitments to its employees.
- The general commitment to defend Human Rights.
- The general commitment to customers, suppliers, collaborating companies, local communities, associations, social entities, NGOs and other external stakeholders.
- The environmental dimension of sustainability, which includes commitments relating to the impact of the company's activities on the environment.
- The economic dimension of sustainability, which includes commitments relating to the economic impact of its activity.
Since Autumn 2010, Aena has had its own disability policy, a policy employed not only for internal purposes but one which has become a maxim in the services delivered to “people with different abilities".
- In 2011, Aena received the Telefónica Ability Awards Prize in the category "Best public institution for the integration of people with disabilities", which publicly recognises Spanish companies and institutions that develop sustainable business models that incorporate disability into their value chain, be it as employees, suppliers or customers.
- Aena received the 'cermi.es 2010' Award for implementing the assistance and support service for passengers with disabilities throughout its network.
In order to make the provision of air transport services compatible with environmental conservation, Aena carries out a range of environmental measures during the planning, execution and operational stages of airport infrastructures and air navigation facilities, in keeping with the commitments and principles set out in its Environmental Policy.
- 100% of our passenger transit and air operations take place in airports which are certified under standard UNE-EN ISO 14001. All the air navigation centres are also certified under this same standard.
Today, guaranteeing the quality of products and services is a decisive factor for the survival of any organisation. For this reason, Aena has introduced a standardised quality assurance system, in accordance with standards UNE-EN ISO 9000:2008, which certify the processes carried out by the entity.
- 42 airports and one heliport, as well as all of Aena's corporate units, have obtained certification for their quality management systems in accordance with standard ISO 9001:2008.
- To measure and evaluate customer satisfaction, ASQ (Airport Service Quality) surveys are carried out, which are endorsed by the ACI (Airports Council International). Over the year, 4 waves of surveys take place in 33 of the network's main airports.Furthermore, airport passengers and users may leave any opinion, complaint or suggestion in designated boxes by filling in the forms provided for this purpose, which can be found in various points around the airports, as well as using electronic forms and sending them to the online services portal mailbox.
One of Aena's ongoing priority aims is to improve health and safety conditions for its employees, reduce occupational accident rates and promote a safety and health culture within the company, through the commitments set out in its Occupational Safety and Health Policy and the extension of this policy.
- To achieve the safety and health action targets and principles set out in this policy, Aena has an Occupational Safety and Health Management System, the guidelines and requirements of which are set down in the various documents forming the system: Management, Procedures and Instructions Manual, and Aena's occupational safety and health activities and bodies.
Aena believes that professionals should not only adhere to operational standards and procedures when undertaking their duties, they should also be inspired and guided by a code of ethics and conduct associated with their professional activity.
- The Code of Conduct, approved by the Board of Directors on 30 June 2015, aims to establish the principles and values of ethics, integrity, legality and transparency of Aena. This code should guide the conduct of everyone included in its scope of application, whether between themselves, their dealings with customers, business partners, suppliers and in general, as well as with public and private organisations and anyone with whom they have contact in a professional capacity.
At Aena, one of our most essential values is good customer and user service. For the services we offer to work as well as possible, Aena has passenger and airline service charters.
In the sphere of airports, the charters for services to passengers and airlines list the services offered in the network's airports, the commitments undertaken by Aena and their quality indicators. These charters list the different forms of participation, using complaints and suggestions, used by Aena to improve how it provides services. Aena regularly monitors the indicators they include, analysing their evolution and making improvements where applicable, as deviations from the expected results are detected.