Page 34 - GOLDAIR HANDLING APOLOGISMOS 2017

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REPORT 2017

DISTINCTION FOR SERVICES PROVIDED sends to Goldair Handling all comments related to the services
Goldair Handling very often receives positive feedback from it provides to its clients - airlines. Over the course of 2017, the
In 2017, there were no incidents of non-compliance with regulations or laws relating to either the numerous partners related to the services it provides, from its Company received, through these channels, 156 passenger
Company’s services or the effects of these services on the health and safety of the public it serves. clients - airlines and the passengers of the airlines it services. comments - complaints, which were analysed on a monthly
In 2017, the company received a total of 131 positive comments basis and forwarded to the departments directly involved
through “thank you” letters and messages via social media. for further investigation. Of these, 70% were associated with
The positive comments pertained to the professionalism and complaints related to airlines - clients of Goldair Handling. In
politeness of the staff, the speedy service of flights, as well as every case, where it is deemed necessary, Goldair Handling
the quality services provided by the various departments of the directly informs the airline to which the passenger comment-
Company across the entire range of its activities. complaint pertain regarding any irregularities and/or errors
on the part of employees at regional stations. The remaining
2.3. Mutually beneficial relations with clients COMPLAINT MANAGEMENT 30% pertained to issues that can be directly attributed to

Any comment received by the Company from a client, Goldair Handling, which took immediate action to resolve the
passenger, or partner which may be linked to a request, issues in question.
Goldair Handling’s main clients include airlines that carry out SATISFACTION SURVEYS
proposal or potential complaint, is considered an opportunity
commercial flights, general aviation and freight transport. A The satisfaction survey conducted during the period 22/1/2018-
for improvement. All comments and complaints received are CUSTOMER PRIVACY
characteristic feature of Goldair Handling’s customer oriented 11/4/2018 pertained to gauging satisfaction on the part of the
managed through the electronic platform “Compass.” Once During the provision of ground-handling services, Goldair
philosophy is continuous improvement of the services Company’s clients related to the services provided over the
they have been recorded, they are sorted based on type, and Handling manages and processes the personal data of
provided in order to reliably serve existing clients and attract course of 2017. In total, 54 airlines were surveyed, and 30
the accompanying correspondence, in electronic form and hard clients - airlines as well as airline passengers. The personal
new partnerships. responded (55.55%). data managed by the Company are utilised exclusively to
In this regard, the Company seeks to communicate regularly In addition, Goldair Handling conducted a survey on passenger copy, is stored in order for the Company to proceed with the provide efficient services to airlines and passengers, and
with its clients to better respond to their needs and expectations. satisfaction with our services in general and the service relevant analysis of the results. for internal analysis and related reports, taking into account
At Goldair Handling, this procedure is applied in order to gauge they receive while in the VIP lounges and at the Athens and During the course of 2017, a total of 163 complaints from the provisions of the new EU regulation 2016/679 (GDPR).
customer satisfaction and to identify new needs and demands Heraklion, Crete airports. The survey was conducted on 91,755 customers and partners regarding the entire Goldair Handling The processing of passengers’ personal data is always
on their part. passengers and 976 questionnaires were collected, the results network were directly recorded by the Company. In addition, carried out via secure applications that either belong to the
of which are set out in the charts below: “El. Venizelos” Athens International Airport, after processing
the passenger comments and observations it receives airline-client of the Company or have been developed by
through printed forms, e-mail, and social networking media, Goldair Handling.

VIP LOUNGE SURVEY RESULTS VIP LOUNGE SURVEY RESULTS

ATHENS HERAKLION
Communication It should be mentioned that throughout 2017, Goldair Handling did not receive any complaints related
to the violation of its clients’ privacy or that of its clients’ passengers.
Magazines/newspapers

Selection of beverages
and snacks

Comfort

Provision of information
2.4. Responsible communication

Politeness of staff

Goldair Handling recognises that responsible communication and marketing practices are a tool for developing
a relationship of trust with all associates and contribute to the responsible promotion of the Company’s services
to all its stakeholders.

excellent good fair poor very poor

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