On the basis of adopted strategy that reads: "To be leading airport in service quality, safety and regularity of traffic, protection of the environment, and to be an esteemed partner of airlines and other users of services, following their quality", the General Manager of Zagreb Airport, Ltd. brought the following

QUALITY POLICY

Business success and further company development, the level of satisfaction of service users, owners and employees, as well as permanent and firm relations with domestic and foreign partners, all depend on the acquired level of quality and safety of Zagreb Airport, Ltd.

In its entire business operation, Zagreb Airport, Ltd. ensures in all of its activities the quality level of services and safety that is above the quality level of services and safety of the competitors. The minimum quality level is meeting of ISO 9001:2000 norm requirements.

The actual quality appraisal of provided services is the one delivered by the customers.

Amongst basic market requests, the quality is given the preference to price and profit.

The quality is achieved in all business segments, in all phases of the process and all service procedures, as well as at every work place. The requested quality level and improvements are achieved through permanent control, steady elimination of non-quality causes and by applying preventive measures, which include permanent training, utilisation of modern equipment and technology, as well as modern organisation and management practices.

Along with permanent specialisation and training, the management pays special attention to learning from experience of European and other world airports.

The responsibility for the quality is verified through the entire integrated quality system management.

The Quality System and safety are periodically inspected and examined by the management.

The environment protection procedures are continually adjusted to the partners' requests including up-to-date environment management know how and ISO 14000ff norm requirements.

The Quality Policy is obliging to all employees and is incorporated into the Quality Manual, as well as all other documents.

The management and all employees systematically and comprehensively carry out this Quality Policy by elaboration of targets on all management levels.

The contribution to performance of the Quality Policy is a significant work assessment criterion of every employee of Zagreb Airport, Ltd.

The Quality Policy is publicly announced.

Zagreb
November, 25th 2002