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Stakeholder Engagement


            In order for Goldair Handling to ensure robust sustainability practices, in line with its markets of operation,        The Company identifies as stakeholders every person or individual groups which affect or are directly /
            it ensures that stakeholder engagement is high in the corporate agenda. For this reason, engaging its                  indirectly affected by the business activities of Goldair Handling. The organization promotes a two-way
            stakeholders is important for the Company, so as to understand their expectations and concerns, and embed              communication and open dialogue with its stakeholders and has, hence, established a multi-channel
            those into the business approach by taking appropriate actions.                                                        stakeholder engagement framework.


                Shareholders        Employees & Trade Union   Customers         Passengers         Suppliers                           State / Regulatory   Local Communities & NGOs  Institutional Bodies  External Partners  Financial
                                                                                                                                       Authorities                                                                     Institutions
                ● Monthly meetings  ●  Middle management meetings   ● Corporate website  ● Corporate website  ●  Telephone             ●  Telephone     ● Partnership in joint actions  ● Meetings and events ●  Telephone and electronic  ●  Telephone
                ●  Telephone         with the Management team  ●  Telephone     ●  Press releases and   and electronic                  and electronic   ● Corporate website   ●  Telephone        communication        and electronic
                 and electronic     ● Human Resources Department  and electronic   advertising     communication                        communication,    ●  Advertising and press   and electronic   ● Advertising campaigns  communication
                 communication      ● Annual employee assessment  communication with   ●  Procedure for   ●  Procurement               ● Meetings       ● Events and meetings  ●  Communication via   ● Corporate website  ● Meetings
                                                                                                                                                         releases
                                                                                                                                        as required
                                                                                                                                                                                 communication
                ●  Annual General
                                    ●  Biannual employee satisfaction
                                                                                                   department
                                                                                 managing complaints
                                                               the Commercial
              COMMUNICATION CHANNELS  Report  ●  Information via mobile text   ●  Annual customer   page                             COMMUNICATION CHANNELS
                                                                                                                                                                                                 ● Dedicated events
                                     survey
                                                               Department and
                 Shareholders’ Meeting
                                                                                ●  Communication via
                                                                                                  ● Meetings
                                                                                                                                                                                                 ●  Communication via
                                                                                                                                                        ●  Communication via social
                                                                                                                                                                                 social media
                                    ●  Telephone and electronic
                                                                                 social media
                                                                                                  ●  Company web
                ●  Annual Sustainability
                                                               other Company
                                                                                                                                                                                                   social media
                                                                                                                                                         media
                                     communication
                                                               departments
                                                               satisfaction survey
                                     messages
                                    ● Communication via social media ● Meetings and events
                                    ●  Corporate events (2-4 per year
                                                              ● Participation in fairs
                                     at various levels)
                                                              ●  Presentations and
                                                               printed material
                                    ●  Weekly presence of a member of
                                     the personnel office at an airport  ●  Communication via
                                     office for direct service
                                    ●  Regional station inspection
                                     programme for proper      social media
                                     compliance with the procedures
                                     and contact with employees
                                    ● Intranet
                ●  High quality of services  ●  Recognition, equal opportunities  ●  High quality of   ● Health and safety  ●  Transparency   ●  Compliance with   ● Corporate volunteerism  ●  Transparency and   ●  Information concerning   ●  Reliability,
                 provided            and equal treatment       services and     ●  Immediate response   and reliability                 the requirements of  ●  Promoting and supporting   information  the services and   integrity and
                ●  Maintaining a good   ●  Workplace health and safety  innovation  to requests and   ●  Compliance                     legislation      their social work     ●  Participation in   activities of the Company  transparency
                 reputation         ●  Education, development   ●  Reliability and   complaints    with the laws                       ●  Transparency and   ● Cooperation and information  initiatives and actions ●  Reliability and   ●  Updating on
                                     of personal skills and
                                                               character
                                                                                                   and regulations
                ●  Reliability and   ●  Information related to the   ●  Satisfaction and   ● Service quality  ●  Information            reliability     ● Strong partnerships                    ● Transparency       ●  Consistency
                                                                                                                                                                                                                        Company
                                                                                                                                                                                                   consistency
                                                                                ●  Protection of
                 transparency
                                     advancement
                                                                                                   of the market
                                                                                                                                                                                                                        performance
              IMPORTANT ISSUES  ●  Company growth,   ●  Stable working environment  ●  Immediate response  ● Responsible   related to the   IMPORTANT ISSUES                                                          ●  Risk
                ●  Character and integrity
                                                                                 personal data
                                                               safety
                                     Company’s development and
                                                                                                                                                                                                                        with the
                                                                                advertising
                                                               to incidents
                 profitability and
                                     progress
                                                                                                   services of the
                                                                                                                                                                                                                        obligations of
                                                              ●  Responsible

                 sustainability
                                                                                                   Company
                                                                                                                                                                                                                        the Company
                ●  Expansion into new
                                                               communication and
                                    ●  Transparent and merit-based
                 markets
                                     system for internal promotion
                                                               advertising
                                                                                                                                                                                                                        management
                ●  Proper corporate
                 governance, risk
                                                               laws and regulations
                                                                                                                                                                                                                        growth
                 management, and an                           ●  Compliance with the                                                                                                                                    and Company
                                                               of the market
                 active role in decision-                     ● Immediacy of service
                 making                                       ●  Resolution of
                ● Dividend yield                               complaints
                ●   Transparency in relations
                 with stakeholders                                                                                                     ●  Full compliance   ● Job creation     ●  Audits by bodies on   ●  Further information is   ●  Further
                ●  Publication of results,   ●  The Company’s overall   ●  IATA - ISAGO certified  ●  IATA - ISAGO   ●  Procurements    with legislation  ● Support of vulnerable social   compliance with the   presented in section   information
                 announcements and   organizational and response   service provider  certified service   regulation                    ●  Further information  groups            ISO 9001, ISO 14001   "Corporate profile"  is presented
                 financial statements,   framework on Human   ●  ISO 9001 Quality   provider      ●  Further                            is presented    ● Voluntary employee actions  ●  Further information is         in section
                                                                                                                                                                                 & ISO 22000 systems
              COMPANY RESPONSE  ●  Publication of an annual   employees"  ●  Application of ISO   ●  ISO 14001   in sections         COMPANY RESPONSE    "Social initiatives"    "Corporate profile"
                 with sufficient
                                     Resources issues is presented
                                                                                                   information
                                                               Management System ●  ISO 9001 Quality
                                                                                                                                                        ●  Further information is
                                                                                                                                                                                                                        "Corporate
                                                                                                                                        in section
                                                                                                   is presented
                 information provided to
                                     in section "Empowered
                                                              ●  ISO 14001
                                                                                 Management System
                                                                                                                                        "Corporate profile"
                                                                                                                                                                                 presented in section
                                                                                                                                                                                                                        profile"
                                                                                                                                                         presented in section
                                                               Environmental
                 shareholders
                                                                                                   "Corporate
                                                                                 Environmental
                                                               Management System
                                                                                                   profile"
                                                                                 Management System
                 Sustainability Report
                ●  Further information is
                                                                                ●  Application of ISO
                                                                                                   and "Our
                                                               22000 Food Safety
                                                                                                   environmental
                                                                                 22000 Food Safety
                 presented in section
                                                               Standard
                 "Corporate profile"
                                                              ●  Further information
                                                                                 Standard
                                                               is presented in in
                                                                                                   priorities"
                                                               sections "Corporate   ●  Annual Sustainability   strategic
                                                                                 Report
                                                               profile" and "Our   ●  Further information is
                                                               environmental     presented in section
                                                               strategic priorities"  "Corporate profile"
            42                                                                                                                     ESG & SUSTAINABILITY REPORT 2021-2022                                                          43
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