ANNUAL REPORT ‘12
BUSINESS REVIEW
42
The work done to progressively improve service
allowed the ANA Group to recertify Lisbon, Porto,
Faro, Ponta Delgada and Madeira airports by ACI -
Airports Council International, under the Airport Service
Quality Assured Programme. Porto airport led in this
area by receiving a 79.1% classification, followed by
the airports of Lisbon (77.7%), Faro (75.5%), Ponta
Delgada (75.3%) and Madeira (73.4%).
The certifications in the domains of Quality and
Environment were also renewed in 2012 by APCER.
As a result of its effort and its candidacy in 2012, the
company also received recognition for the 2
nd
level
of excellence (Recognised for Excellence) from the
European Foundation for Quality Management (EFQM),
receiving 4 stars out of 5.
The certifications earned are welcomed by the Group
as recognition for the quality of service provided,
associated with the knowledge that maintaining them
requires a strategy of continual improvement, proven
by the capacity to adapt to growing market demands
and to constant change.
7.2_AVIATION BUSINESS
7.2.1_Passenger traffic through ANA Group
airports
Framework
In Portugal, over 88% of commercial traffic is intra-
European, followed by traffic with South America
(5.5%), Africa (3.7%) and North America (2.2%). In the
ANA Group, Schengen passengers represented around
68% of the total local passengers in 2012, followed by
non-Schengen intra-EU (19%) and International (13%)
segments.
International passenger traffic more than doubled in
the last decade, strengthened significantly by the rapid
growth of the Brazilian economy, which has strong
business, cultural and tourism ties to Portugal.
The Portuguese air transport market has demonstrated
a notable resilience, in the midst of an adverse setting
over the past few years. From 2005 to 2012, the total
number of passengers in the ANA Group grew 4.3%
per year on average, with the International segment
making the largest contribution to that growth, regis-
tering an average annual growth rate greater than 6%.
For its part, domestic traffic also registered a positive
trend, although it was more gradual.
62.2%
_Aviation
STRUCTURE OF TURNOVER IN 2012
ANA GROUP
ANA, S.A.
56.3%
_Aviation
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267
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