Zagreb Airport, the largest and busiest airport in Croatia, located about 12 km from the country’s capital, is on a steady growth trajectory, anticipating more destinations and more passengers this year than ever before in its history.
The airport is well equipped to accommodate the increased traffic, affirms Huseyin Bedir, the CEO of Zagreb Airport, the company that has served as the concessionaire for the Airport since 2013, responsible for its management, including the design and build of a new terminal building, under a 30-year public-private partnership concession agreement with the Republic of Croatia.
Growing with a new terminal
Bedir affirms that opening the new passenger terminal in March 2017 marked a new era in the airport’s operation. “The building boasts an impressive design, spans four levels, and covers a surface area of 65,000 square meters. The terminal, equipped with 8 air bridges, has been designed for an annual throughput of 5 million passengers, with added resilience to allow an extension to accommodate a further 8 million passengers.”
He points out that opening the new passenger terminal has attracted several new airlines to the airport, including some of the largest global carriers. “This has enhanced the airport’s competitiveness and expanded the network of flights available to passengers.”
Since the inauguration of its new passenger terminal, Zagreb Airport has recorded impressive results and experienced continuous growth, as well as receiving many awards for the quality of its service. For 2023, it was honoured with the esteemed ACI World award (Airport Service Quality Award) in the category Easiest Airport Journey in Europe.
Furthermore, the airport’s inclusion in the exclusive club of airports – the ACI World Director General’s Roll of Excellence 2023 – underscores its exceptional performance. This distinction recognized consistent delivery of excellence in customer service, demonstrated by winning multiple ASQ awards over a five-year period during the past 10 years. Only 8 airports worldwide received this recognition for 2023.
Challenge handled.
The results are even more impressive in that they have been achieved in the most challenging times for the aviation industry – during and following the global pandemic, further accentuated by the ongoing combustive geopolitical situation.
Looking back over the past five years as the leader of Zagreb Airport, Bedir admits that steering Zagreb Airport through an era of unprecedented challenges has been no small feat. “Navigating the global turbulence caused by the Covid-19 pandemic required swift and strategic decision-making. Additionally, the outbreak of the war in Ukraine introduced a new set of challenges.”
“Throughout this period, the standout impressions revolve around the remarkable resilience and adaptability exhibited by the airport and its dedicated team. The ability to swiftly adjust operations, implement necessary safety measures, and collaborate effectively with industry stakeholders proved to be crucial,” he affirms.
“In this context, I want to express my sincere gratitude to each member of the staff – their commitment and dedication have played a pivotal role in sustaining operations and ensuring the safety of passengers and personnel.”
The backbone of resilience
The challenge has not been handled in isolation, he points out, saying that establishing robust partnerships with government agencies, airlines, and other stakeholders has been vital for a coordinated response and subsequent recovery. “The collaborative efforts of all involved have been instrumental in overcoming obstacles, and I appreciate the collective commitment to navigating these challenging times.”
As always, the employees have been the backbone of these positive developments, a fact clearly appreciated by the management. “Investing in airport staff is essential for providing excellent service to passengers and maintaining operational efficiency. Continuous investment in employee training is one of the main focuses in our Vision. We set and achieve high standards in work, constantly maintaining quality and productivity in meeting our set goals.”
The quality and commitment of the company staff has been reflected in Zagreb Airport earning the ACI ASQ Service Quality Award in 2022 as an ‘Airport with the most dedicated staff in Europe’. “This recognition is an achievement of all Zagreb Airport employees, reaching impressive results with their dedication, a good working organization and great communication with each other,” says Bedir.
Set for the future.
Still, strong leadership is just as important, and it is Mr Bedir himself who has had a lion’s share in making Zagreb Airport what it is today. For his efforts he recently received the CROMA (Croatian Managers) award for the best foreign manager in Croatia.
An experienced professional, he joined the airport eight years ago as the CEO of the Ground Handling Company – a challenging time of transitioning to a new terminal, new equipment, and new procedures. After two years, he was appointed Airport COO, assuming his role as the President of the Board and CEO four years ago.
“The CROMA award has strong personal meaning for me, as it acknowledges my efforts and dedication. It is a great and special honour to be recognized in this category, but also a motivation, and an obligation to persevere on the path of excellence.”
He insists that the award is also significant for the company, standing as proof of its excellence and resilience in tough times, reinforcing Zagreb Airport’s position as an important player in regional aviation – a result of the collaborative efforts of the entire airport team.
These impressive achievements set the scene for the airport’s future. “We will continue to follow our vision of creating a sustainable, environmentally friendly and socially responsible airport, with a strong focus on customer satisfaction and service excellence, which would be the centre of attraction for travellers flying in and out of the region,” affirms Bedir.
And the airport is well on track towards this vision – with its new facilities, and a record-breaking number of destinations announced in 2024, passenger numbers are set to exceed 4 million for the first time in Zagreb Airport’s history, indicating that the airport is ready to soar into the future in style.
