Economic Enhancement

Keyvisual Werschaffung

We consider “economic enhancement” to mean the continuous increase of our company’s value and the safeguarding and improvement of profitability while maintaining a financial balance. The goal of economic enhancement is to achieve profitable growth and the long-term generation of a positive value added in all business areas. As such, we manage the Group’s development according to the principles of value management. The key figure for this is the Fraport value added.* We use retained earnings as the basis for future capital expenditure and to further increase the company’s value.

* Fraport value added indicates the difference between EBIT and capital costs (= Fraport assets × cost of capital rate).
As of the beginning of fiscal year 2015, pre-tax results and the carrying amounts of associates have been added
to EBIT and Fraport assets. In this way, Fraport takes account of both consolidated Group companies and companies accounted for using the equity method in value management.

Continuous improvement of our services, reflected by a high level of customer satisfaction. Safeguarding of the Frankfurt hub function and preservation of the Fraport Group's competitiveness.

The customer is our main focus. We consider passengers, airlines and the freight community to be our main customers. We want to win them over with attractive offers and the best service. Fraport AG’s sites are an optimal environment for tenants. We cooperate closely with the authorities, especially in terms of security. We consider the satisfaction of our customers to be a key measure of our success. In 2015, passengers at our Frankfurt site once again confirmed their satisfaction with us, with global satisfaction at 80%. This means we have reached our ambitious target (≥ 80% global satisfaction) for the fourth year in a row.

Order online and pick up in store

In 2015, Fraport reacted to changing passenger and visitor information requirements with its comprehensive digitalization campaign launched at Frankfurt Airport. This mainly focused on integrating relevant information, such as travel and waiting times, with the range of restaurants and shopping opportunities on offer.

As part of the digital transformation, the airport’s website and the FRA app were overhauled. A significant milestone was the development of an online shopping platform, on which all stores at Frankfurt Airport will be represent- ed. Passengers can reserve products online up to 24 hours in advance and pick them up from the relevant store on their flight date. In future, it will be possible to pay online and have orders delivered to the gate, special collection points, or a chosen address.

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Networked cargo data

Frankfurt Airport is the largest cargo airport in Europe. Fraport also relies on the advantages of digitalization in this key business area. With the introduction of the “Frankfurt AIR@ Link” cargo community system, the airport has made a huge step towards digitalizing its processes. The data platform, the largest in the world terms of its scope, allows users to exchange relevant shipment and personal data, such as flight numbers, driver names, and number plates, as well as safety and customs statistics between companies. Freight forwarders, handlers, and authorities are connected to the system. This has simplified interfaces and improved processes. A further advantage is the ability to report goods shipments in advance. Others involved in the process are informed in advance of which goods will arrive where, enabling them to plan accordingly.

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Satisfied customers as a result of the “Great to have you here!” service initiative

With the “Great to have you here!” service initiative launched in 2010, passenger satisfaction at Frankfurt Airport in terms of quality and service has increased over the last five years from 70 % to 80 %. As part of five sub-initiatives, directions and signposting, ambiance and comfort in the terminal, and the range of relaxation, professional, and entertain- ment options on offer were all significantly improved.

Even employees who are not in daily contact with passengers contribute to better service. In the year under review, over 300 of them were trained as “service ambassadors”. Whether they are on their way to terminals or staying in the terminal after finishing work, they are always available to talk to passengers and will gladly provide assistance.  

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A focus on airline customers

Our Customer Service Center offers our airline customers a direct point of contact for operational problems and a source of advance information for building works or operational changes. Fraport also advises airlines on their strategic planning in relation to the FRA hub. Together with airlines, we celebrate the open- ing of new routes or the introduction of new aircraft, such as the first landing of the world’s first Airbus A320neo from Lufthansa. We also support airlines with an incentive program for increasing passenger numbers and aircraft noise reductions. As part of various “lean management” projects, we endeavor to simplify and shorten complex processes for our customers.

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