Page 48 - GOLDAIR HANDLING APOLOGISMOS 2016

Satisfaction Surveys Management of Complaints
An annual customer satisfaction survey is carried out, Furthermore, in 2016 Goldair Handling conducted a In the context of its integrated management of complaints, categories and all the electronic and paper-based
aimed at measuring the quality of the services that the survey of 70,361 passengers, receiving 1,795 completed resolution of arising issues and prompt response to any correspondence that accompanies them is stored.
company provides to its customers. questionnaires, in order to investigate their satisfaction problems or needs of its customers, Goldair Handling During 2016, a total of 116 complaints made by
The latest satisfaction survey was conducted from with customer service and with other services they took the initiative to integrate a new parameter for use customers/associates were filed regarding the company’s
19/12/2016 to 17/02/2017, covering services that had receive while using the VIP lounges at Athens and in archiving customer complaints using the “Compass” entire network. Of these complaints, 72% were not due
been provided during the financial year 2016. A total Heraklion airports. The results of this assessment confirm online platform, in which all complaints received by the to any fault on the part of Goldair Handling.
of 48 airlines were invited to participate, with positive one of the company’s core values which refers to the company are entered, their data are grouped into
responses to the questionnaire sent to them standing achievement of excellence across the entire range of its
at 27%. According to the 61.45% of the respondents activities, as shown in the graphs below:
Goldair Handling is a reliable partner that ensures
excellence in the services provided.

EVALUATION RESULTS: VIP LOUNGE HERAKLION

Communication

Magazines/Newspapers

Food/Beverage Range

Comfort

Provision of information during visit

Personnel Courtesy
The company also takes into consideration the comments airline or have been developed by Goldair Handling
0 50 100 150 200 250 300 350 400 450
and remarks submitted via the Athens Airport using itself, in which case their security has been certified by
printed forms, by email and via social media. During the airline to use the corresponding application. Since
VERY POOR POOR FAIR GOOD EXCELLENT the Report’s reference period, a total of 164 passenger 2016, Goldair Handling has received no complaints/
comments/complaints were forwarded in this way. Once reports concerning violations of its customers’ privacy or
they are received, Goldair Handling analyses them of the privacy of its customers’ passengers.
EVALUATION RESULTS: VIP LOUNGE ATHENS
on a monthly basis and forwards them internally to the
company departments involved, for information and Commendations and Distinctions
Communication
further investigation. During 2016, a total of 18 cases During 2016, the company received a total of 140
were recorded in which Goldair Handling assumed the complimentary letters / commendations from customers/
Magazines/Newspapers responsibility to advise in advance the airline regarding airlines, passengers and company associates. Most of
about irregularities and/or wrong handling by the these concerned the professionalism and courtesy of
personnel of Outstations Airports. the company’s personnel, the extremely quick handling
Food/Beverage Range
of flights and the provision of quality services by various
Customer privacy company departments across its entire network. The
Comfort As part of its services, Goldair Handling is managing positive comments arriving via Social Media are included
and processing personal data of its customers (airlines) in the calculation of the commendations received by the
as well as of airline passengers (passenger check-in company.
Provision of information during visit
services, ticket sales, baggage Lost and Found services,
etc.). These data are used exclusively for providing an
Personnel Courtesy enhanced customer service to the company’s customers
and to passengers. They are also used for administration
0 200 400 600 800 1000 1200 1400
purposes and for internal analyses/reports. The personal
data of passengers are processed by secure applications
which either belong to the Goldair Handling customer
VERY POOR POOR FAIR GOOD EXCELLENT

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