Non-financial Performance Indicators

Customer satisfaction and product quality

Global satisfaction of passengers

While the 2021 reporting year was still characterized by the effects of the coronavirus pandemic, global satisfaction at Frankfurt Airport came under increasing pressure, particularly from March 2022 onwards, due to a rapid rise in air traffic demand combined with operational capacity and staff shortages. As a result, global satisfaction fell by nine percentage points from 83% in the second half of 2021 to 74% in the 2022 reporting year. Overall satisfaction (top box share of global satisfaction) fell over the course of the year, initially from 79% in Q1 2022 to 75% in Q2 2022. In Q3 2022, global satisfaction decreased further to 73% and in Q4 2022 to 69%. Alongside global satisfaction, 16 other satisfaction criteria recorded a decline in 2022 compared to the second half of 2021. By contrast, five of the 22 criteria surveyed developed positively in the reporting year, including health and infection protection at Frankfurt Airport (up by one percentage point to 81%), the friendliness of staff at security checkpoints (up by one percentage point to 78%), and the speed and stability of the airport Wi-Fi (up by four percentage points to 77%).

At the fully consolidated Group airports, on the other hand, global satisfaction reached a cumulative value of 85% in the 2022 reporting year. To determine global satisfaction within the Group, a total of 28,354 passengers were surveyed at the locations in Slovenia, Bulgaria, Brazil, Peru, and Greece. The satisfaction data collected was weighted on the basis of the respective passenger numbers for the calculation of the cumulative value. Including the Frankfurt site, this results in a Group-wide global satisfaction of 80% for the reporting year.

Baggage connectivity

Baggage connectivity at Frankfurt Airport came to 95.8% in the last fiscal year, or 2.5 percentage points below the previous year and 2.7 percentage points below the target. While the baggage connectivity value of 98.3% in Q1 2022 marked an increase over the previous year’s level, the value fell to 95.9% in Q2 2022 (Q2 2021: 98.5%) and 95.0% in Q3 2022 (Q3 2021: 98.4%). In Q4 2022, baggage connectivity improved slightly to 95.1%, but remained below the level of the same period last year (Q4 2021: 98.1%). The development of baggage connectivity is mainly due to the rapidly increasing traffic since March 2022 combined with staff shortages. The countermeasures introduced, which included in particular the improvement of staff availability, did not fully compensate for the negative development.

Attractive and responsible employer

Employee satisfaction

The Group-wide employee survey (Fraport Barometer) was carried out in October 2022. Employee satisfaction in the Fraport Group was 4.76 (on a scale of one to seven, where seven is the best). This key figure includes the ratings of Fraport AG, 13 Group companies at the Frankfurt site as well as Fraport Slovenija, Twin Star, Fortaleza, Porto Alegre, Lima, Fraport Greece, and Fraport USA. The response rate was 46%. The average ratings of the topic areas (satisfaction aspects) were 4.40 for the employer, 4.79 for the workplace, 4.98 for the team, and 4.86 for the managers. The average satisfaction rating of Fraport AG employees was 4.64. Due to adjustments in the survey methodology and evaluation, it is not possible to compare with the previous year's figures.

Women in management positions

As at December 31, 2022, the proportion of women in management positions in the Group in Germany at the first management level below the Executive Board was 23.1% and 31.6% at the management level below. At Fraport AG, the proportion of women in management positions in the reporting period was 19.0% at the first management level and 30.8% at the second management level. In accordance with legal requirements, the proportion of women in management positions per management level will be reported separately for reporting from the 2022 fiscal year onwards. In the reporting period, the proportion of women in management positions in the Group in Germany increased slightly at both management levels. At Fraport AG, the proportion of women in management positions at the first level below the Executive Board fell slightly, but rose slightly at the second level. Although this means that the majority of the forecast was met, the forecasted development was not achieved for the proportion of women in management positions at the first level at Fraport AG.

Occupational health and safety

Sickness rate

In the 2022 fiscal year, the Group sickness rate in Germany increased by two percentage points to 8.7% (previous year: 6.7%). The development is attributable to the recovery in traffic at Frankfurt Airport and the associated increase in the number of operational personnel. The sickness rate of Fraport AG also increased by two percentage points to 7.9% (previous year: 5.9%).

Climate protection

CO2 emissions

In the past fiscal year, Group-wide scope 1 and scope 2 CO₂ emissions amounted to approximately 155,449 metric tons of CO₂, and were thus down 6.5% year on year. The emission reduction is mainly attributable to Fraport AG, which reduced its CO₂ emissions by 3.9% compared to the previous year, to 113,199 metric tons of CO₂ (previous year⁷): 117,783 metric tons of CO₂). This decrease is mainly due to the purchase of renewable electricity, the in-house generation of electricity from photovoltaic systems, and the continuous conversion of the vehicle fleet to electric mobility.

⁷⁾ Subsequent verifications resulted in some updates for 2021.

The “Non-financial performance indicators” chapter above provides explanatory notes on deviations from the 2021 forecast.