Page 46 - GOLDAIR HANDLING APOLOGISMOS 2017

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REPORT 2017

GROUPS OF STAKEHOLDERS AND INTERACTION FRAMEWORK
How the Company responds

Overall, the Company’s organisational and response framework
on Human Resources issues is included in sections: Suppliers Key issues Communication channels
6. “Our people” page 72 and 7. “Health and Safety Management” page 60. • Provide materials • Transparency and reliability • Telephone and
and services for the day-to-day • Compliance with the laws electronic communication (4)
Customer Airlines Key issues Communication channels operation of the Company and regulations of the market • Procurement department (3)
• Purchase Company services • High quality of services • Corporate website (2) • Are paid for the products • Information related • Meetings (2)
• Determine the size of the and innovation • Telephone and electronic and services they supply to the services of the company • Company web page (2)
Company’s operational task • Reliability and character communication with the Commercial • Communication via Social Media (4)
• Rely on the Company to maintain • Satisfaction and safety department and other
their reputation and the level • Immediate response to incidents Company departments (4) How the Company responds
of service offered to their • Responsible communication • Annual customer
• Regulation of Procurements
individual clients and advertising satisfaction survey (1)
Details are listed in section “2. Quality of services and responsibility in operations”.
• Supervise, through • Compliance with the laws • Meetings and events (3)
periodic inspections, and regulations of the market • Participation in fairs (2)
compliance with the agreed • Immediacy of service • Presentations and printed material (2) The State and Key issues Communication channels
upon mechanisms and safety • Resolution of complaints • Communication via Social Media (2) regulatory authorities • Compliance with the • Telephone and electronic
procedures • Collect taxes and levies requirements of legislation communication - when required (3)
How the Company responds • Outline the legislative • Transparency and reliability • Meetings (2)
and regulatory framework
• IATA - ISAGO certified service provider for Company activity
• ISO 9001 Quality Management System How the Company responds
• ISO 14001 Environmental Management System • Full compliance with legislation
• ISO 22000 Food Safety System
Details are set out in sections “2. Quality of services and responsibility
in operations” and “4. Financial results and corporate governance”.
Details are included in section:
“2. Quality of services and responsibility in operations”.

Local communities and NGOs Key issues Communication channels
Passengers Key issues Communication channels • Relationships of mutual • Corporate volunteerism • Partnership in joint actions (2)
• Receive direct services • Safety and service • Corporate website (4) benefit, trust, and respect • Promoting and supporting • Corporate website (4)
from the Company (Lounges) • Immediate response • Press releases and advertising (3) • Returning a portion their social work • Advertising and press releases (2)
• The volume of the to requests and complaints • Procedure for of the Company’s added • Cooperation and information • Events and meetings (2)
travelling public determines • Protection of personal data managing complaints (4) value to society • Communication via Social Media (4)
the size of the operational task • Responsible advertising • Communication via Social Media (4) • Recognition of the
• The satisfaction of the travelling Company’s contribution
How the Company responds
public affects the Company’s
relationship with the airline How the Company responds • Job creation

• Support of vulnerable social groups
• IATA - ISAGO certified service provider • Voluntary actions by employees
• ISO 9001 Quality Management System
• ISO 14001 Environmental Management System Details are included in section: “8. Goldair Handling’s social contribution”.
• ISO 22000 Food Safety System

Details are included in section:
“2. Quality of services and responsibility in operations”.

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