ANNUAL REPORT ‘12
SUSTAINABILITY
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principal initiatives listed in the other chapters of this
report, ANA, S.A. takes into account its impact on its
stakeholders when it defines its strategy.
10.2_SATISFYING OUR CUSTOMERS
The focus on customer satisfaction, seeking to exceed
their expectations, is also a pivotal factor for ANA, S.A.
in the development and availability of services. The
challenge is to offer innovative solutions that meet the
needs of increasingly demanding customers, according
to international quality standards, without neglecting
the aspects of safety and operability.
10.3_COMMITMENT TO OUR EMPLOYEES
The long learning curve associated with the complexity
and specificity of the airport business implies that the
policy of helping its employees to grow must be a
constant investment.
The co-creation of solutions and opportunities encour-
aged by the company has had a significant impact on
the internal culture, contributing to highly motivated
staff and a greater appreciation of their critical skills
and potential for innovation.
10.4_PROTECTING THE ENVIRONMENT
ANA, S.A. has well-defined priority action guidelines on
environmental impacts resulting from its activity: the
efficiency of energy and water consumption, control of
potentially polluting emissions, land use, the promotion
of reducing, reusing, and recycling wastes, noise man-
agement and the preservation of biodiversity.
ANA, S.A.’s pioneer efforts in 2012 related to its
responsibility in environmental issues are noteworthy.
These effords led to the implementation of a project
for calculating the water footprint of its business
activity. ANA, S.A.’s use of the standard defined by the
Water Footprint Network for calculations was the first
time anywhere in the world that this standard had been
adapted to an airport environment.
10.5_ENGAGING THE COMMUNITY
Social responsibility is a pivotal element in the develop-
ment of positive relationships with interested parties,
particularly the communities surrounding airport infra-
structures.
Specifically in the case of the surrounding communities,
ANA, S.A. has considered its “neighbours” as key
partners in growth, with its actions being based on
the understanding of the local reality and its culture.
The idea has also been to promote local activities that
will accentuate the positive impact of its operations
and minimize the corresponding negative impact.
For more detailed information on the above subjects,
refer to the 2012 ANA, S.A. Sustainability Report.
