Page 50 - GOLDAIR HANDLING APOLOGISMOS 2016

Quality Assurance Ground Handling Regulation (BKEE), ICAO (International The drills were conducted under the responsibility of
Fully aligned with the international standards and Civil Aviation Organization) and IATA (International Air
practices of its business sector, Goldair Handling Transport Association). All personnel receive adequate
is capable of providing ground handling services of a and appropriate information and training in connection
high standard, assuring the quality of its services for its with safety in the airport areas, so that they can
customers and associates. Safety is a key priority for successfully perform duties corresponding to their skills
Goldair Handling and is reflected in the company’s and position.
Safety Policy. The Management and the employees of the
company are responsible for achieving a high standard Training certificates issued for the employees, and
of safety, by establishing and monitoring realistic and the training program, demonstrate the company’s
measurable safety indicators. commitment to continuous train its personnel, in all the
stages and phases of their work.
“We have committed ourselves to
developing, applying, maintaining and In addition to the above, in order to ensure its smooth
continuously improving of our strategic operation and the provision of quality services to its
choices and processes, ensuring that all the customers, Goldair Handling has in place an Integrated
performance of our services is based on the Management System for the “Provision of Aircraft,
appropriate allocation of resources, with the Passenger, Cargo and Mail Ground Handling Services”.
aim of achieving the highest possible level of
safety within the framework laid down by the The Integrated Quality, Environmental and Food
legislation.” Safety Management System is applied to all the
services provided by the company and fully meets the
In the airports where it operates, the company has in requirements of the requisite International Standards.
place the necessary facilities, including all appropriate More specifically, in order to assure the quality of the
office installations and the management systems Goldair Handling services, the ISO 9001 Quality
required to achieve the highest possible efficiency. The Management System is applied for the Athens Station,
means, transportation, machinery and other equipment the ISO 14001 Environmental Management System for
that the company has available are appropriate and the company’s entire network, and the ISO 22000 Food
adequate and, in addition, are those foreseen by the Safety Standard for the Athens and Thessaloniki Cargo
aircraft manufacturers, as they comply with the physical Stations, as well as for the VIP Lounge in the Schengen
characteristics and the technical specifications laid down area of the Athens Station.
by IATA’s AHM (Airport Handling Manual), as in force.
Finally, Goldair Handling is the first Greek ground
The maintenance of all company equipment and vehicles handling company to consistently certify since 2009 its
is performed by its Technical Department, as the services by participating in the program of audits of IATA’s
company has chosen to maintain all ground handling Safety Audit for Ground Operations (IATA-ISAGO). This
equipment using its own resources. With regard to the program aims to improve operational safety in ground
maintenance of the company’s ground equipment and handling services, reduce damage to aircraft and ground
vehicles, a custom-designed IT system (Framework) is equipment, and improve the efficiency and adequacy of
operated for recording and monitoring maintenance the provider of ground handling services.
schedules and keeping related registers (time intervals,
adequacy and suitability of the maintenance of ground Operational Readiness
handling equipment). During 2016, a total of 26 operational readiness drills
were conducted in order to check the effectiveness and
The company has in place a risk identification mechanism, efficiency of support systems and of the training provided
which also includes the system of safety reports, for the to personnel. The readiness drills conducted in 2016 are
purpose of eliminating or limiting the hazardous incidents shown in the following chart:
which may result from the services provided, as well as
for the continuous improvement of the safety system.
NUMBERS / TYPE OF DRILLS
Evacuation of building 2
The Goldair Handling personnel is adequately and
De-icing 1
suitably trained in all their job-related subjects, as well as
Dealing with a potential fire 5
in fire safety and occupational health and safety, and in
Spills 13
accordance with the applicable requirements of the Basic 0 2 4 6 8 10 12 14
“Our marketing philosophy is taking
the Station Managers and Airport Authorities and were into account the interests of the local
carried out with the participation of the company’s communities where we operate, as we
personnel and in cooperation with third parties such as believe that commitment to responsible
State Bodies and airlines. In addition, Safe Evacuation Marketing is a factor that affects the
trainings were carried out at the Building of the Athens economic, environmental and social impacts
Cargo Station, together with trainings in the correct and of our activities, as it enables us to strengthen
safe use of fire extinguishers for the personnel of the the confidence of society in the company
Athens Station. and adapt our services to our customers’
requirements.”
Furthermore, during 2016 a total of 110 inspections were
conducted by various Goldair Handling stakeholder The company’s marketing plans, including our
groups. Of these, 70% (77 inspections/visits/checks) were advertisements, promotions and sponsorships, comply
carried out by Goldair Handling customers (airlines). fully with the laws in force on advertising communication
and with the relevant standards and voluntary codes. The
In 2016, a specialized certification organization company’s primary concern is to promote its services
conducted a sample inspection of the following Stations responsibly. The respect for the rights of the customers
in accordance with the standards as stated below, in the and passengers to whom we provide our services is the
framework of the annual oversight of the company: cornerstone of our responsible marketing policy.
Compliance
• Athens International Airport (ISO 9001 / ISO 14001 / During 2016 there were no incidents of non-compliance
ISO 22000) with the regulations and voluntary codes on the
• Thessaloniki Airport (ISO 14001 / ISO 22000) promotion of the company’s products and services,
• Karpathos Airport (ISO 14001) the marketing services applied by the company or its
• Heraklion Airport (ISO 14001) advertising campaigns.
5.7 DISTINCTIONS / AWARDS
The results of the inspections, as well as the observations During 2016 there were no incidents of non-compliance
of the certification organization, are taken into account and with the regulations and voluntary codes on the promotion
related corrective actions are initiated, where this has been of the company’s products and services, the marketing
considered necessary. services applied by the company or its advertising
campaigns.
Compliance
During 2016 there were no incidents of non-compliance Goldair Handling:
with the laws and regulations on the provision and use of • Was voted a True Leader by the ICAP Group as one
the company’s products and services or their impacts on of the country’s 30 largest employers.
health and safety of the public served by the company. • Was presented with the GSE Safety Innovation award
by the Ground Handling International.
5.6 RESPONSIBLE COMMUNICATION AND • Was awarded the Best Station in Europe award by
MARKETING G4-PR7 Qatar Airways, for Goldair Handling Bulgaria (Sofia
The main goal of the Goldair Handling Marketing Airport).
Department is to increase the company’s reputation and • Was awarded the Gratitude Award by Make-a-Wish
visibility, through various promotional actions. Greece, for its support to the organization.
Goldair Handling is committed to adopting and applying
responsible Marketing (Advertising and Communication)
practices in all the regions of Greece where it operates,
in all advertising media and in connection with all its
services.
51