Política RC de Aena
Política RC de Aena

Nuestra Política de Responsabilidad Corporativa nos permite unificar y reforzar nuestra identidad, cultura y pautas de conducta, y servir de herramienta para orientar y guiar nuestras actuaciones en cuestiones de orden económico, social, ambiental y ético.

Aena's principles and commitments

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:
    1. Commitments to its employees.
    2. The general commitment to defend Human Rights.
    3. 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.
Disability Policy

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".

Key data

  • 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 ' 2010' Award for implementing the assistance and support service for passengers with disabilities throughout its network.
Environmental and energy Policy

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.

Key data

  • 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.
Quality Policy

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.

Key data

  • 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.
Occupational Safety and Health Policy

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.

Key data

  • 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.
Code of conduct

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.

Key data

  • 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.
Cartas de servicios a clientes y usuarios
Cartas de servicios a clientes y usuarios

Uno de los valores esenciales para Aena es la atención a sus clientes y usuarios. Para que los servicios que ofrece funcionen lo mejor posible, Aena dispone de sendas cartas de servicio a pasajeros y compañías aéreas.

En el ámbito de aeropuertos, en las cartas de servicio a pasajeros y a compañías aéreas se encuentran detallados los servicios ofrecidos en los aeropuertos de la red, así como los compromisos adquiridos por Aena y sus indicadores de calidad. En estas cartas se detallan las diferentes formas de participación mediante la presentación de reclamaciones y sugerencias, que se utilizan por Aena para la mejora en la prestación de servicios. Aena realiza un seguimiento periódico de los indicadores que engloba, analizando su evolución y aplicando las mejoras oportunas cuando se detectan desviaciones respecto a los resultados esperados.