We are using cookies at our website to provide a better web site user experience.
By continuing with the default settings you will be accepting use of cookies accorging to our cookies policy.
X
Corporate
Company
Quality
Management Systems

Management Systems

Regularly audited systems maintain the success and transparency of our business model.

OUR INTEGRATED MANAGEMENT SYSTEM

The Company has set up an Integrated Management System in order to be able to manage all its processes efficiently, productively and sustainably in order to attain all the strategic goals set with the leadership vision. Such systems have been approved and certificated by the accredited organizations. The certificates, which are confirmed to be valid every year, are listed below:

Quality Management System TS ISO EN 9001:2015,

Environmental Management System TS ISO EN 14001:2015,

Information Security Management System BGYS 27001:2013,

Customer Satisfaction Management System ISO 10002:2014,

Occupational Health and Safety Management System OHSAS TS 18001:2014,

Our Integrated Management Systems.pdf Policy lays the foundation for requirements and implementation of these systems.

Quality Management System

Our Basic Quality Philosophy:

7 principles underlie our philosophy of meeting requirements of the legislation, standards and the customers from the perspective of sustainable management, and of continuous improvement.  

  • Customer orientation,
  • Leadership,
  • Involvement of staff,
  • Process approach,
  • Continuous improvement,
  • Factual approach to decision making, and
  • Mutually beneficial supplier relationships.

Our Practices:

Performance of all our business processes is measured and assessed, always seeking an opportunity for improvement. For this purpose:

  • Continuous learning and development activities (professional knowledge and personal development activities),
  • Verification of the product purchased,
  • Supplier assessment,
  • Measurement of performance for terminal services,
  • Passenger and customer satisfaction surveys,
  • Employee satisfaction surveys,
  • Periodical maintenance and inspections,
  • Calibration and verification (measuring devices and weighing tools that affect customer services),
  • Air, water, soil and noise measurements,
  • Risk assessments, and
  • Assessments of results of internal audits are undertaken.

 

Customer Satisfaction and Complaints Management System

A Customer Oriented Approach:

All our customers have easy access to the complaint system via e-mail, internet, phone, letter, kiosks and through other Companies. Complaint forms are also available in the Braille alphabet for our visually impaired passengers.

Contact information for perception of customer expectations and for assessing their satisfaction is as follows:

  • Phone  :  +90 444 7 423                        

  • Fax        : +90 242 330 36 48

  • E-mail   : info@antalya-airport.aero

  • “Your Opinions and Suggestions” section on the website

  • Boxes-kiosks for suggestions-complaints

  • Oral communication (Coordination Office =+90 242 315 1106, Information =+90 242 315 3125)

  • Written communication (written complaint may be sent to Fraport TAV Antalya Airport directly or to DHMİ (State Airports Authority) or to Governorship by dialing 179, to BİMER (Prime Ministry Communication Center) / CİMER (Presidency Communication Center) and through Information Center).

    Systematic and Responsive Management:

    All the complaints received are sent to the Quality Department. The Quality Department classifies the Suggestions/Complaints according to their importance and urgency and forwards them to relevant departments.

    The complaints/suggestions of A Category are highly important complaints relating to matters such as “Health, Legal Obligation and Life Safety”, and require immediate action.
    The complaints/suggestions of B Category show levels of satisfaction with the services and terminal facilities and they are to be concluded within the time specified.

Complaint tracking is performed in the following order:

  • Receiving the complaint,
  • Classifying and entering the complaint on the system and tracking the complaint,
  • Informing the complainant that the complaint is received,
  • Investigation of the complaint,
  • Solving the complaint,
  • Informing the complainant,
  • Making corrections,
  • Verifying corrections,
  • Closing the complaint.

Complaints are responded to within 5 business days. Changes in the number of complaints, solution periods, repeated complaint tracking, feedback from the customers, and training records for the relevant staff are monitored periodically.

Occupational Health and Safety Management System


Protecting the Employees and the Workplace:

The Company has a series of systematic practices in place aimed at the basic purposes of protection of the employees from occupational accidents and diseases, ensuring workplace safety, enhancing labor productivity and improving working areas within the framework of all existing laws and system requirements.

Some of the practices in question are listed below:

  • Risk Assessment and Action Plans,

  • Theoretical and on-the-job training,

  • Making working environments compliant physically, ergonomically and in terms of lighting and ventilation,

  • Periodic maintenance and repairs for IT and Technical systems,

  • Personal protective and work equipment,

  • Periodic healthcare examinations,

  • Fitness of the employee for work in terms of health condition and security background,

  • Periodic analyses and tests,

  • All measures of hygiene,

  • Necessary checks and measurements,

  • Warning signs,

  • Full compliance with legal and system requirements.

    Information Security Management

    The Company considers it an essential goal to engage in activities according to the standard ISO/IEC 27001 Information Security Management System in order to ensure “confidentiality, integrity and accessibility” of information.

    Such standard is aimed at enhancing customer satisfaction and maximizing protection for information of vital importance.

    The Company completed the efforts aimed at ISO/IEC 27001 Information Security and Management System successfully on 25.12.2017 and was entitled to receive the respective certificate.

    ISO/IEC 27001 Information Security Management System is used as quite an important tool in efficiently, transparently and reliably managing and protecting information both in internal processes of the Company and in interactive processes with the business partners.

    ISO/IEC 27001 Information Security Management System demands the Companies to prepare their risk management and risk mitigation plans, business continuity plans, emergency management processes and to lay down respective duties and responsibilities, and to keep documents thereof in practice.

    Environmental Management System

    Protection of Ecological Balance, Economic and Social Awareness:

Our company aims to balance effects of the outcomes of its activities on ecological environment sustainably as well as considering economical, social and public benefits.

With this approach an Environmental Impact Assessment has been realized and an Environmental Guide has been published. The Company is sensitive to developing awareness and sensitivity in natural and legal persons on matters, such as energy generation and consumption, waste management, preserving air quality, and preventing water and soil pollution.

  • Investments in the environment,
  • Studies on climate change,
  • Improvements in energy generation system,
  • Efforts relating to efficiency in energy consumption,
  • Preventing water, soil and air pollution, 
  • Contribution to economy with recycling through efficient waste management,
  • Management of hazardous substances and hazardous wastes,
  • Environmental awareness training,
  • Social responsibility projects

are efforts aimed at sustainability that can be listed within this scope.

 

Environmental Hotline +90 530 320 50 70 is established

as an information line for the staff and airport users and for the employees, business partners and public to communicate their requests or complaints about the environment or to find solutions jointly.

 

Airport Carbon Accreditation  

The basic goal is to reduce the CO2 emissions from both our Company’s activities and from our business partners’ activities. In order to attain such goal, a series of systematic activities are undertaken. Such activities are defined in Airport Carbon Accreditation Guideline Document, and standards ISO 14001 and ISO 14064.

The Company participated in the Airport Carbon Accreditation (ACA) initiative started by Airport Councils International (ACI) Europe in 2010 and obtained:

  • Level 1 accreditation                                     “Mapping” within the same year;
  • Level 2 accreditation                                     “Reduction” in April 2011,
  • Level 3 accreditation                                    “Optimization” in April 2012,
  • And Level 3+ accreditation                         “Neutrality” in 2015, offsetting its CO2 emissions resulting from its activities by means of an investment in the Uluabat Hydropower Plant.

Reporting – Verification:

First carbon emission report, “Carbon Footprint Report”, was published in April 2010 according to standard ISO 14064-1; and it is republished every year, by not later than May. Such report is verified every year according to standard ISO 14064-3.

Carbon Management Plan:

Carbon Management Plan, first prepared in 2011, is reviewed and republished every 3 years.

Climate Change Report- Carbon Report: Each year, a report is published covering CO2 emission quantities as well. Carbon emission activities are assessed based on both per passenger and total CO2 emissions.

 

Green Airport Company

The Green Airport Project was initiated by the General Directorate of Civilian Aviation (GDCA) to eliminate or minimize the negative effects of airports on the natural and social environment. The project is maintained in coordination with ISO 14001 Environmental Management System in line with the project’s scope. Having completely fulfilled the project requirements in January 2010, the Company was certificated as a “Green Airport Company” by the GDCA.

The Company also acted in accordance with the change in scope of the project introduced in 2013 by ensuring Greenhouse Gas Reporting according to ISO 14064-1 and Verification according to ISO 14064-3.

Greenhouse Gas Statement Verification -2017

GREENHOUSE GAS STATEMENT VERIFICATION.pdf

 

Certificate of Compliance to Sectoral Criteria Regarding Greenhouse Gas - 2017

CERTIFICATE OF COMPLIANCE TO SECTORAL CRITERIA REGARDING GREENHOUSE GAS.pdf

Safety Management System (SMS)

One of the most essential purposes of civil aviation organizations is to eliminate or minimize the risks arising out of their activities. In civil aviation system, aircraft manufacturers, air carriers, aircraft maintenance organizations, airport operators, terminal operators, ground handlers, fuel suppliers and catering companies are the most important actors. It is known that aviation safety can be ensured with cooperation and prudent approach of all the stakeholders and awareness of the employees.

Safety Management System is a management system that allows safety hazards arising out of our activities to be defined, risk assessment to be performed and allows such risks to be reduced to acceptable levels through implementation of the necessary actions of mitigation and the safety performance to be constantly monitored and improved (DGCA/SMM/ 6.5). 

Reference documents relating to SMS are explained in details in Safety Management Manual 9859-AN/474 of the International Civil Aviation Organization (ICAO), and Annex-19 that entered into force in 2013 explains SMS requirements in details. Moreover, the Civil Aviation Regulations published by the Directorate General of Civil Aviation (CAR-SMS) and Civil Aviation Directive (CAD SMS/HAD) should also be used.

The most efficient way to develop the defined system and to prevent the accidents is REPORTING. Know that your report today can probably prevent an accident. Please assume the responsibility to report without leaving it to someone else.

Our links to report

For company employees:

http://intranet.ayt.net/sms/sms_kayit.asp

For stakeholders outside the Company:

infohttp://intranet.ayt.net/sms/sms_kayit.asp

 

Compliance Management

A systematic approach ensuring that the works are always performed in accordance with the laws, regulations and ethical rules and preventing non-compliance. Responsibilities of the employees and the executives and practices relating to suppliers are determined. Read More (Link)

Any cases involving violation of the law, internal regulations and code of ethical conduct with a potential negative impact on brand value and financial structure of the Company are defined as compliance management risk. Risks involving unethical conduct, such as a violation, bribery, dishonesty, corruption, receiving-giving gifts of value, accepting luxurious entertainment, insider trading etc. are included into the scope of disciplinary actions.

Legal grounds

International legislation on corruption

The new German Anti-Bribery and Anti-Corruption Law that entered into force on 06/24/2014 and relevant provisions:

  • Sect. 299   StGB,
  • Sect. 335a StGB,
  • Sect. 261   StGB,
  • Sect. 334, 335a StGB. (for travelers),
  • FCPA – U.S. Laws (Foreign Corrupt Practices Act of 1977 ),
  • UK Bribery Act.

Anti-Corruption Legislation in Our Country

  • Provision on failure to file a declaration of wealth and anti-corruption provisions are set forth in the anti-bribery and anti-corruption law,
  • Law regarding prevention of laundering proceeds of crime,
  • Turkish Criminal Code and also some private laws.

Our Company developed Value Management System within the scope of compliance and internalized its values, sharing it with all the employees.

Value Management System (VMS)

The Company has taken it as a principle to always conduct its business fairly, impartially, in an ethical and proper manner, and in full compliance with all laws and regulations. Within this context, our ethical values and standards of behavior are the foundation for all company relationships with our employees, business partners and the community.

Our Basic Values

I. Honesty

In all of our business activities, we comply with the relevant laws and regulations. Being honorable, we are truthful and consistent in our behavior and expressions. We refrain from anything that could damage our good reputation. 

II. Respect

We respect our employees and each other; and act respectfully in all our interactions. 

III. Trustworthiness

We make no promises we cannot keep and our word is our obligation.

IV. Responsibility

We know we are accountable for all our actions and consequences. We act as responsible individuals.

V. Transparency

We openly provide information on important decisions and developments in the company, thus establishing a basis for cooperation in an atmosphere of trust. Failures to abide by laws and internal regulations are rigorously investigated and dealt with.

VI. Loyalty

We value our staff. In return, we expect our employees to be loyal to the company and act in line with company values and interests. We do not talk negatively about our company.

 VII. Fairness

Fair and proper conduct is essential in our relations both with one another and with business partners.

VIII. Quality

Complying with international standards, we keep our service quality at top level and we offer the services on time.

IX. Customer Orientation

Our principle is to meet the needs of our customers, both nationals and foreigners, at the best quality level. We strive to understand our customers’ needs and we deliver solutions to meet those needs.

 

 

Our Code of Ethical Conduct for Employees:

Code of Ethical Conduct _Employees.pdf

Our Code of Ethical Conduct for the Suppliers:

Code of Ethical Conduct _Suppliers.pdf

Our Public Reporting System:

We use an electronic reporting system (BKMS® System) that keeps the identity of the reporting person confidential as a part of our Value Management System. Cases, where the Company or the employees do not act in a manner to comply with ethical values or standards of conduct, as well as admirably ethical conduct may be reported through BKMS® System.

You can also report using the following link.

BKMS® System

 

OUR CERTIFICATES

 Quality Management System TS ISO EN 9001:2015,    

 Quality Management System.pdf

Environmental Management System TS ISO EN 14001:2015,    

Environmental Management System.pdf

 Information Security Management System 27001:2013,      

 Information Technologies Management  System.pdf

 Customer Satisfaction Management System ISO 10002:2014,

 Customer Satisfaction Management System.pdf

 Occupational Health and Safety Management System OHSAS TS 18001:2014.

Occupational Health and Safety Management .pdf

 

 


Follow us!
Fraport TAV Antalya Airport
Mobile Application
Keep informed about the Airport and your flights at all time.
TwitterFacebookGoogle+
© Fraport TAV Antalya Airport, 2018. All rights reserved.Terms of useInformation Society services