Aviation Turkey:. Havaş is one of Türkiye’s most established ground handling brands, serving civil aviation sector for 92 years. Could you tell us more about the current scope of your operations and services?

Mete Erna: At Havaş, we provide services to over 200 airlines at airports across Türkiye and abroad. Our core offerings include passenger and baggage handling, ramp services, aircraft cleaning, load control and communication, cargo and mail handling, flight operations, transportation, representation, and supervision. Additionally, we offer warehousing services at Istanbul, Antalya, Ankara, and Izmir airports. Beyond ground handling, we also operate shuttle transportation between airports and city centers. Internationally, at Kazakhstan’s Almaty Airport—operated by TAV—we support the development, marketing, and management of air cargo and warehousing services. We continuously monitor global air cargo markets to identify and evaluate emerging opportunities.

We currently operate at 31 airports in Türkiye and at Riga and Zagreb airports abroad. We also hold a 50% stake in TGS. In other markets, we conduct thorough evaluations and market analyses as opportunities arise. Aligned with our strategic vision, we continue to focus on expanding our presence in the Middle East, Eastern Europe, Central Asia, and Africa.

We continuously track industry and market trends to enhance our adaptability. Anticipating continued growth in the e-commerce sector, we’re placing even greater focus on our efforts in this area. 

We deliver high-quality services across diverse areas to our valued business partners. In our storage facilities, we offer temperature-controlled spaces ranging from +2°C to +25°C for cargo requiring cold chain logistics. We’ve also introduced dedicated -18°C storage areas, built to meet specific scale requirements. As a provider of refrigerated transport between the cargo terminal and aircraft at Istanbul Airport, we offer strong support to our business partners by ensuring that the cold chain is preserved for all temperature-sensitive shipments.

In 2023, we joined IATA’s CEIV Pharma program and earned certification for our warehouse at Istanbul Airport. As the first operator in the sector to receive the EU GDP (Good Distribution Practices) certification, we’ve now reinforced our commitment to excellence in pharmaceutical logistics with the CEIV Pharma certification as well.

We’ve also established secure storage areas for dangerous goods, supporting safe and compliant handling and transport. At the cargo acceptance stage, we use the IATA DG AutoCheck system to minimize human error—proudly becoming the first operator in the sector to implement this solution. 

To meet rising demand from the growing e-commerce sector, we’ve installed “sorter” systems at our facility to process international express cargo and courier shipments. With two units currently in operation, we’ve reached a daily sorting capacity of 100,000 packages. We continue to invest in similar technologies to support our ongoing growth.

Aviation Turkey: In addition to Türkiye, Havaş also operates internationally. Could you tell us more about your operations in Riga and Zagreb?

Mete Erna: We’ve been operating at Riga Airport in Latvia since 2011. In 2022, we expanded our international footprint by acquiring the existing ground handling company at Zagreb Airport, the capital of Croatia.

Our operations in Riga and Zagreb are key pillars of our international growth strategy, helping us strengthen Havaş’s presence in the global market.

At Riga Airport, we provide high-quality ground handling services, offering tailored solutions that meet the needs of the local market. Our goal is to ensure safe, efficient, and customer-focused operations for both airlines and passengers.

At Zagreb Airport, in addition to general ground handling services, we also operate in temporary warehousing. Working in a privatized airport environment, we collaborate with our group companies to drive modernization and boost operational efficiency across all service areas.

Our presence in both locations reflects our ability to localize global expertise and adapt to regional market dynamics. These operations not only enhance our standing in the international arena but also open strategic access to broader EU markets. With these developments, we are steadily advancing toward our goals of balanced and sustainable growth.

Aviation Turkey: How was 2024 for Havaş, and what are your expectations for 2025? 

Mete Erna: The year 2024 marked a period in which the lingering effects of the pandemic on air traffic were largely behind us, while macroeconomic challenges came more clearly to the forefront. In 2025, we aim to continue implementing the operational and commercial measures we have put in place to address these challenges.

We closely monitor technological advancements in the industry and shape our investments accordingly. As part of our long-term planning, we bring together Havaş leaders every two years to define our strategic direction. In April 2024, we convened with 165 of our managers under the theme “Inspiring Leadership,” sharing valuable experiences and insights on impactful leadership.

To better respond to our airline customers’ evolving expectations—driven by shifting passenger demand—we are constantly evaluating opportunities for improvement. Our leaders gain hands-on experience across various operational roles at stations and headquarters. The inspirational stories and actionable strategies exchanged during these sessions have helped unlock leadership potential and encourage innovative thinking and best practices in ground handling operations.

In 2022, working closely with our leadership team, we redefined our vision, purpose, and core principles. Our vision is to become a trusted solution partner by delivering a sustainable aviation experience. Our purpose is to deliver determined, innovative, and reliable service, grounded in the strength of our legacy. 

For 2025, our expectations are centered around sustainable growth, technological innovation, and operational efficiency. We aim to increase our market share by continuing our existing investments and developing new strategies. 

On the technology front, we plan to further advance our digitalization and automation processes to enhance operational efficiency and improve the customer experience. In line with the rapid growth of e-commerce, we will accelerate infrastructure investments to better meet rising demand in the air cargo sector. 

We also remain committed to environmentally responsible practices and are intensifying efforts to meet our sustainability targets. Expanding our fleet of electric vehicles is a key part of our plan to further reduce carbon emissions.

Finally, we will continue to prioritize employee development and engagement through robust leadership and talent management strategies. In 2025, with a strong organizational structure and an innovative mindset, we aim to further solidify our position in the industry.

Aviation Turkey:  Sustainability and digitalization have become top priorities in the aviation industry. What initiatives has Havaş undertaken in these areas?

Mete Erna: We remain committed to developing solutions that drive progress in our sector. In collaboration with our technology partner TAV Technologies, we are working on an advanced resource planning and management system designed to optimize resource allocation and minimize unit costs—not only based on customer needs, but also considering the challenges of employee transportation in large metropolitan areas.

We have also developed mobile applications specifically tailored for both our employees and customers. Through our internal app, APPRON, employees can easily manage processes such as travel, leave requests, payroll, advances, and transfers—all from their smartphones. The app also offers instant access to announcements, events, and news. Team leaders can view reports and statistics related to their teams via a dedicated management interface. As part of our digitalization efforts, this initiative has already saved approximately 3 million sheets of paper.

To improve customer service, we launched AEROBOT, a digital assistant designed to respond quickly and accurately to questions about our services. AEROBOT supports inquiries on topics like warehousing, shuttle transportation, and lost and found services. It operates 24/7 with AI support and also allows live chat with customer representatives for more detailed queries. As the first and only digital assistant integrated with a “Contact Center” in our sector, it provides a uniquely efficient experience.

In an effort to minimize wait times for vehicles, we internally developed and launched the Online Vehicle Appointment System (OARS). Integrated into our digital platform, this system allows customers to drop off and collect goods with significantly reduced waiting times.

We are committed to environmental sustainability through targeted initiatives, including investments in electric and hybrid vehicles, renewable energy systems, and advanced waste management technologies. As part of our efforts to reduce the carbon footprint of ground handling operations, we are replacing diesel-powered equipment—such as belt loaders and passenger stairs—with electric alternatives. This initiative supports our long-term strategy to lower greenhouse gas emissions. In 2024, we achieved a 3.9% reduction in Scope 1 emissions compared to the previous year.

At Havaş, we prioritize environmentally friendly investments, focusing on the procurement of equipment that incorporates electric and hybrid technologies. As part of our corporate strategic goals, we continue to increase the share of electric and hybrid vehicles in our equipment fleet. While electric vehicles made up 12% of our fleet in 2019, we aim to raise this figure to 22% by 2025 and 26.2% by 2027.

Additionally, by implementing Genesys Cloud as a cloud-based communication hub combined with speech analytics tools, we aim to boost operational efficiency, reduce costs, enhance customer experience, and gain the flexibility required to adapt to the dynamic nature of contact center operations.

Through our Project Management Office, we collect and evaluate improvement ideas each year. These ideas are analyzed with the participation of relevant departments, and a significant number are brought to life. These projects create measurable value in areas such as process optimization, operational efficiency, and employee satisfaction. Recognizing the impact of these projects empowers us to pursue even greater improvements.

Aviation Turkey: During the pandemic, the ground handling sector faced serious challenges, especially in Europe and the United States. What measures have you taken in workforce management?

Mete Erna: During the pandemic, Havaş—along with TAV Airports Holding and all of its subsidiaries—implemented a comprehensive crisis management approach. Departments such as Human Resources, Procurement, Management Systems, Sales & Marketing, Finance, and Budget worked collaboratively, navigating the period successfully with a shared culture and strong coordination. With the support of TAV Airports Holding, we were able to manage this difficult period effectively.

At Havaş, we prioritized our employees’ well-being and did not part ways with any team members during the crisis. With the support of government programs such as short-term employment benefits and salary subsidies, we adopted more flexible workforce models that helped increase our operational agility. We also saw this period not just as a crisis, but as an opportunity to build a more agile human resources system. Our internal communication and process management platform, APPRON, played a critical role. Even during the most uncertain times, we maintained clear, consistent communication with our colleagues through the platform, ensuring they stayed informed. These strong connections gave us a significant advantage during the return-to-work phase.

We are committed to supporting the professional development and motivation of our employees. We implement a range of strategies to support this goal. We offer regular internal and external training programs to help employees develop their skills and advance their careers. We also invest in leadership development through specially designed programs based on our company values and the Havaş Leadership model.

In addition, we conduct performance evaluations to identify both strengths and areas for development, providing feedback that helps guide employees toward their individual and team goals. We value diverse talents and perspectives, viewing them as essential to our organizational culture. Through regular surveys and one-on-one meetings, we foster a culture of open and transparent communication—gathering feedback that allows us to refine our processes and cultivate a more efficient, engaging work environment. To recognize and celebrate achievements, we have implemented incentive programs designed to reward success and boost motivation. We see our people not merely as a workforce, but as one of our greatest assets, and we remain committed to continually investing in their growth.

We are also proud to share that this year, we were certified as a Great Place to Work® by the Great Place to Work® Institute, which has been researching workplace culture and excellence for over 30 years. It’s a great source of pride to offer a work environment built on fairness, trust, respect, pride, and team spirit