Strategic Non-Financial Key Figures

Passenger Development

The Group-wide passenger numbers at fully consolidated sites rose by 2.9% year on year to 136.4 million. The development was slowed by the temporary closure of the Porto Alegre site and the decline in traffic at Fraport Twin Star. The development of the other sites is described in detail in the “Business Development” chapter. At 61.6 million passengers, there was an increase of 3.7% at the Frankfurt site, which is in the lower half of the given forecast.

Global Satisfaction of Passengers

The global satisfaction of passengers at the Frankfurt site improved by three percentage points to 70% in 2024. General satisfaction (top box share of global satisfaction) reached its annual high of 73% in the first quarter. The top box value initially fell to 70% in the second quarter and continued to fall to 69% in the third quarter before rising to 70% in the final quarter. In addition to global satisfaction, a further 18 satisfaction criteria recorded an increase in top box results, in particular satisfaction with waiting times at security checkpoints and the transfer process as a whole. The friendliness of passport control personnel and the variety of products in the duty-free/travel value shops each increased by five percentage points. Only four of the 28 criteria surveyed in the reporting year recorded declines, including waiting times at the check-in counter and general orientation and signage at the airport. The resumed criteria “Availability of information displays on departing flights and departure gates in the terminals” and “Signage for finding the departure gate” achieved a top box share of 76% and 80%, respectively.

At the fully consolidated Group airports, global satisfaction reached a cumulative value of 82% in the 2024 reporting year – an increase of two percentage points compared to 2023. To determine global satisfaction within the Group, a total of just under 35,000 passengers were surveyed at the sites 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 resulted in a Group-wide global satisfaction of 77% for the reporting year, which corresponds to an increase of three percentage points compared to the 2023 reporting year.

Employee Satisfaction

The Group-wide employee survey (Fraport Barometer) was carried out in October 2024. There was a clear improvement in the satisfaction of Fraport Group employees compared to 2022 from 4.76 to 5.01 (rating from 1 to 7, with 7 being the best). This key figure includes the ratings of Fraport AG, the twelve 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 47% and improved by one percentage point compared to the last survey in 2022. The average ratings of the topic areas (satisfaction aspects) were 4.79 (2022: 4.40) for the employer, 5.01 (2022: 4.79) for the workplace, 5.12 (2022: 4.98) for the team, and 5.13 (2022: 4.86) for the managers. The average satisfaction rating of Fraport AG employees was 4.88 (2022: 4.64). In the next step, improvement measures will be derived Group-wide based on the results.