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Management Systems

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


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 ISO/IEC 27001:2013,

Customer Satisfaction Management System TS ISO 45001,

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

Energy Management System TS ISO 50001:2018, 

Our 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.

    Energy Management System
The company’s main objective is to operate in accordance with the ISO 50001 Energy Management System standard for the continuous improvement of energy performance, including energy efficiency  and energy consumption.

It is aimed to reduce carbon emissions with this standard to support the protection of the world from global warming and climate disasters, and to increase energy efficiency in our country and company.

  • 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 +90 242 315 10 39 - onur.kara@antalya-airport.aero  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.

Climate Change Report

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 stakeholders outside the Company:

info @antalya-airport.aero


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.

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.

You may be aware of the objectionable behavior and risks that threaten our company. Reporting these situations will help to detect possible damage to the image of our company in advance. In this context, adherence to laws, social and institutional norms, adherence to ethical codes of conduct, and a transparent corporate culture are important to us. When you see a contradiction or you want to make positive notifications to us, you can notify us with this link.


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.


 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

 Energy Management System TS ISO 50001:2018, 


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