Page 27 - GOLDAIR HANDLING APOLOGISMOS 2016

Channels and Frequency of communication Expectations and Issues of Interest Channels and Frequency of communication Expectations and Issues of Interest

Corporate website High standard of services and innovation Communication by phone and e-mail Compliance with rules and regulations
(when required)
Communication by phone and e-mail Reliability and ethics Regulatory authorities Transparency and reliability
(when required) (external) Meetings
Satisfaction and safety
Commercial Section Response
Prompt response to incidents
Customers Annual customer satisfaction survey • Full compliance with the laws and regulations
Responsible advertising
(external)
Meetings and events (when required)
Compliance with market laws and regulations
Communication via Social Media Channels and Frequency of communication Expectations and Issues of Interest
Newsletter (quarterly)
Participation in joint actions Corporate volunteerism
Response
Corporate website Promotion and support of their social work
• Customized solutions and services
Local communities / Advertising and press releases Cooperation and provision of information
• Mapping of the market in order to identify and meet the needs of customer airlines
Non-profit
• Obtaining feedback from customers, in order to use this as input to strategic decision-making Events and meetings
organizations
• Continuous market research to identify and develop services that represent the customer’s quality product
(external) Communication via Social Media

Channels and Frequency of communication Expectations and Issues of Interest Response
Μέθοδοι και Συχνότητα επικοινωνίας
• Participation in volunteer actions and support of vulnerable groups with sponsorships and donations
Corporate website Safety and service
Press releases and advertising Prompt response to requests and complaints
Channels and Frequency of communication Expectations and Issues of Interest
Passengers Complaints management procedure Protection of personal data
(external)
Communication via Social Media Responsible advertising
Meetings and events Transparency and information
Communication by phone and e-mail Participation in initiatives and actions
Response
Institutions
Press releases
• Provision of a safe environment and of high-quality services (external)
• Prompt communication with airlines to settle requests and complaints Communication via Social Media
• Adherence to the agreements made, in order to provide services that represent the customer airline’s product
Response
• Support of actions and programs
Channels and Frequency of communication Expectations and Issues of Interest

Communication by phone and e-mail Transparency and credibility
(when required)
Compliance with market laws and regulations
Procurement Section
Provision of information about the company’s
Suppliers Meetings (when required) services
(external)
Corporate website

Communication via Social Media
Response

• Conduct of objective and merit-based evaluations
• Support of local suppliers
• Conduct of on-site audits

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