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STAKEHOLDER RELATIONS
It is our goal to be a reliable, professional and recognized partner for all our stakeholders – internally and externally.
We identify our key stakeholders as those groups that are either affected by our operations or potentially impact them. Among our stakeholders are airlines, airports and airport authorities (private and governmental), IATA and other industry associations, shareholders, management, staff, trade unions and works councils, local communities, suppliers, passengers, shippers and forwarders. Based on over 3,700 client contracts, Swissport currently services some 850 corporate clients. Prior to the Covid-19 related collapse in aviation demand, our employees served over 265 million airline passengers in 2019 (2022: 186 million). Our service involves face-to-face interactions, often in collaboration with third party providers. With so many customer contacts on behalf of our airline clients, mutual trust and an open dialogue are crucial for positive long-term relationships. Customer and stakeholder relations are therefore key to our success.
We also listen closely to what our customers have to say and carefully analyze their feedback. Our latest customer survey was carried out in early 2020. It covered topics such as service quality, client relationships and the perceived professionalism of our staff. The annual survey results serve as a lever for continuous improvement, allowing us to focus on aspects that create added internal and external value.
In 2020, Swissport conducted a materiality analysis to identify our main sustainability topics. The insights gained will serve as a basis for the further alignment of our business with broader stakeholder expectations.
We also listen closely to what our customers have to say and carefully analyze their feedback. Our latest customer survey was carried out in early 2020. It covered topics such as service quality, client relationships and the perceived professionalism of our staff. The annual survey results serve as a lever for continuous improvement, allowing us to focus on aspects that create added internal and external value.
In 2020, Swissport conducted a materiality analysis to identify our main sustainability topics. The insights gained will serve as a basis for the further alignment of our business with broader stakeholder expectations.