Stakeholder engagement

The Zurich Airport Group has a large number of stakeholders, both in Switzerland and at the airports it operates abroad, with a wide range of concerns.

Our stakeholders

The following sections set out how these groups are defined, the forms of communication used and the respective focal issues.

Residents

Local residents are among the key stakeholders. At the Zurich site, the company actively shares information in relation to noise specifically with public bodies such as the association for the protection of the population around the airport (SBFZ). Zurich Airport Ltd. provides information about its development plans and any related changes, ensuring its intentions and associated actions are communicated transparently through active participation in information events. It proactively communicates via the media as well as in collaboration with the respective political bodies. Key topics in the year under review included punctuality and operating hours, noise and noise protection and construction projects at Zurich Airport. The company also liaises with citizens’ organisations in connection with specific projects. Local residents affected by noise can contact a 24/7 noise hotline. See the Noise section for further information. There are a number of other channels of information for residents, such as the publication “Startklar” that is sent regularly to all households in the canton of Zurich.

The company’s majority-owned subsidiaries in Latin America also maintain contact with their local communities. Additionally, Brazilian airports provide an online form for filing complaints, which is also an official requirement.

Individual customers

There are a number of ways to get in touch for passengers and other visitors to Zurich Airport Ltd, including contact desks, as well as over the telephone or online. At the Zurich site, customer satisfaction is systematically analysed and benchmarked against other comparable European airports. The resulting data are used to identify and implement improvements on an ongoing basis. A recurring point of discussion with individual customers is the seizure of prohibited dangerous goods from baggage. Concerns about missing or damaged baggage, as well as wait times, were also commonly mentioned in the year under review.

Zurich Airport again scored highly in regular customer satisfaction surveys carried out by third parties (see also Awards).

Airport partners

Many partner companies form the airport system together with the operator company. There are approximately 300 at the Zurich site, nearly all of which have a direct contractual relationship with Zurich Airport Ltd., although are largely independent in their operations. Together with Zurich Airport Ltd. they ensure the smooth operation of the airport and provide a wide range of services and amenities. Partner companies include airlines, baggage handling, entertainment, cleaning and security companies, first aid services, police and border police. Further partners are retail businesses, hospitality establishments and a wide range of service providers.

As the licence holder for Zurich Airport, Zurich Airport Ltd. attaches great importance to fair and transparent cooperation with all its partner companies. It actively engages in dialogue with these partner companies, wishing to see them prosper to ensure high quality across the board. Evidence of this commitment is the large number of bodies that regularly meet, for example the Strategy Board which brings together executives at management board level, the Airline Operators Committee (AOC), the Airport User Board (AUB), and the annual meeting of airport tenants. Numerous bilateral meetings are also held.

Research, education and training

Zurich Airport Ltd. maintains close contact with schools, universities and organisations engaged in research and education. Experts from the company appear regularly at public events or lecture at various universities, enabling them to interact with students and researchers. The company also takes part in selected European Union (EU) research programmes, providing personnel resources and its infrastructure on a regular basis as a platform for real-world research in the latest technologies. For example, the Innovation Hub at Zurich Airport Ltd. is carrying out pilot projects in these areas.

At the Zurich site, great importance is afforded to networks with vocational training. Accordingly, company representatives serve on management boards of relevant associations and a vocational institution. Employees, vocational educators and practical trainers collaborate as audit experts in the annual training procedures, which allows them not only to stay up to date on educational developments in the industry but also to share their professional expertise with young talent.

Capital market

As a listed company, Zurich Airport Ltd. is obliged to comply with clearly defined requirements as regards transparency and reporting. This includes SIX Exchange Regulation’s obligation to provide information on facts that are relevant to the share price (ad-hoc publicity). Along with analysts and rating agencies, shareholders and external capital providers in particular need to be provided with a wide range of information.

The company occasionally publishes relevant information about its business situation, such as annual and interim results, monthly traffic statistics and individual ad hoc press releases (Investor News [Ad hoc]) or by e-mail, and on its website (see Information policy for more details). Management and the Investor Relations department maintain a dialogue with the respective stakeholders through direct meetings or participation in conferences and roadshows.

Suppliers

Zurich Airport Ltd. and its majority-owned interests purchase goods and services from thousands of different suppliers, ranging in size from large multinationals down to small local firms. At the Zurich site alone there are more than 3,500 suppliers. For many of them Zurich Airport Ltd. is a major customer, and Zurich Airport Ltd. maintains regular contact with many suppliers about products and services, including their impact on the environment and society. Additional information about local suppliers and tendering requirements can be found in the Regional contribution section.

Media

Public interest in airports is great, and so is the range of subjects affected. Here the media play a dual reporting and multiplier role. Open and transparent information is important to the Zurich Airport Group. Its media offices provide timely, high-quality information as and when required. Alongside the referendum in the spring on extending runways, public interest was particularly drawn to operational matters relating to punctuality, the rapidly rising demand for flights, as well as infrastructure upgrades and the development of the Circle.

Employees

Zurich Airport Ltd. is committed to a culture of open and transparent communications. To this end, a wide range of communication channels is available at the Zurich site, from the staff magazine to the intranet and e-mails from the CEO on current issues. In addition, regular events are held to enable and promote personal contact and exchange of information between the Management Board and other members of management and employees.

The staff representation council (PeV) represents the company’s Zurich-based employees at a collective level. See the Responsible employer section for further information on employees and their right to be consulted. Matters of importance for employees in the year under review included working conditions and the infrastructure provided, such as the upgrading of break rooms.

A similarly open and transparent culture of communication is encouraged at the company’s locations abroad as well. The communication channels used vary from airport to airport.

Non-governmental organisations

The Zurich Airport Group communicates with numerous non-governmental organisations (NGOs). Owing to the wide-ranging nature of issues that arise at Zurich Airport, these include organisations from all spheres of society but in particular ones that are involved in business and commerce generally, labour organisations, or bodies concerned with matters of noise and environmental protection, disability-friendly construction and light aircraft.

The Group also actively engages with NGOs in Latin America on a wide range of issues. In particular these include business and trade interest groups predominantly interested in economic development.

Governments and public authorities

Engaging in dialogue with legislators, administrative authorities and government agencies is very important for the Zurich Airport Group. Airport operation is a highly regulated business in all countries and is subject to both national and international regulations. At the same time, regional (known as “cantonal” in Switzerland) and municipal authorities are responsible for certain matters. The main topic at the Zurich site in the reporting year was reducing delayed flights after 23:00.

At the Zurich site, a community event with representatives from the administrations of all five neighbouring municipalities is held every year. In addition, meetings on technical matters are organised with municipal authorities and agencies as and when required, usually in relation to building projects and to noise arising from aircraft, construction or operations generally. Regular exchanges also take place with representatives of neighbouring districts in Germany.

At the cantonal level, regular and ad hoc meetings take place with members of the Government Council, the Cantonal Parliament or the competent authorities, in particular with the Office for Mobility of the Canton of Zurich. Similarly, dialogue is conducted at the federal level with the Federal Council, with commissions of the Federal Assembly and individual members of parliament. Regular meetings are held by special experts and managers with the Federal Office of Civil Aviation (FOCA). Zurich Airport Ltd. addresses political issues in a "Political Newsletter” aimed at politicians and officials which is issued at least four times a year. Zurich Airport Ltd. also takes an active interest in legislative matters, primarily in relation to infrastructure, transport, spatial planning and environmental policy issues.

The company’s airports abroad also communicate regularly with governments and local authorities, among other things with regard to further development of the concession models and specific airport development projects.

Memberships