Page 24 - GOLDAIR HANDLING APOLOGISMOS 2018

REPORT 2018
1.6

ground.net Alliance

The expansion of Goldair Handling to new markets renders it a desirable associate for the search and development of new partnerships,
aiming at the exchange of know-how. In this context, in 2013, Goldair Handling and AeroGround, the ground handling subsidiary of Munich
Airport, took the initiative to create the ground.net alliance, an institution of major strategic importance for the provision of high-quality ground
handling services in Europe.

Three additional ground handling services companies – Airline Assistance Switzerland (AAS), Aviator (Scandinavia), and GH Italia – have
joined the alliance, expanding the network coverage to more than 67 airports in 11 countries. The ground.net alliance enables the member
companies to offer aircraft services, joint actions in sales, marketing, exchange of know-how, education, best practices, etc. through a wider
network.

More information on the ground.net alliance can be found on the website www.ground.net.com
Responsible communication
For Goldair Handling, responsible communication and marketing practices not only serve as a tool for developing a relationship of trust with
all its stakeholders, but also contribute to the responsible promotion of its services. In this context, the Company applies a Marketing and
Communications Policy, aiming to promote transparent and sound advertising and communication.
1.7 Excerpt from the Marketing and Communications Policy

The Company’s philosophy with regard to marketing takes into account the interests of the local communities in which it operates, believing that
Customer-oriented philosophy responsible marketing represents an element of commitment with regard to the economic, environmental, and social impact of its operations,
since it enables it to boost the confidence of society and adapt its services to the needs of its customers. Goldair Handling is committed to
responsible Marketing services in all areas in which it is active and for all methods of advertising.
Goldair Handling has the training and know-how, as it partners with many of the largest airlines internationally, offering a wide spectrum of Goldair Handling’s Marketing Programme, including advertising, promotional activities and sponsorships, takes into account the applicable
ground handling services. Goldair Handling’s main customers include airlines that carry out commercial flights, general aviation, cargo and laws on communication, standards and, in particular, the Greek Code of Advertising and Communication, which it adheres to and implements
mail transport. in developing every related programme.

Continuous communication with customer - airlines and passengers through the Company’s communication channels as well as the Goldair Handling has created four different communication channels through which customer – airlines, passengers and all bodies
provision of high quality services tailored to their needs and capacity are the main characteristics of Goldair Handling’s strategic approach to cooperating with the Company can directly submit their comments. The feedback Goldair Handling has received through these channels is
the management and service of its customers. an invaluable tool for further improvement in the services provided.

A characteristic feature of Goldair Handling’s customer-oriented philosophy is its commitment to continuous improvement of the services
provided in order to reliably serve existing customers and attract new partnerships. This commitment is reflected in the Company’s Quality CUSTOMER SATISFACTION - COMMITMENT TO EXCELLENCE
Policy and every aspect of its day-to-day operations.

Excerpt from the Quality Policy
Goldair Handling operates with a view to ensuring the necessary conditions and requirements in order to provide high-quality services,
to continuously improve and evolve, to fully satisfy its customers and to strengthen its status. The Company meets all the challenges and Customer- Customer
successfully advances in the demanding environment of ground handling services.
The Company’s management always invests in quality by providing the necessary resources and recognising that their insistence onthe satisfaction Service
provision of qualitative services characterises the Company’s diversification from its competitors. survey Third-party Report
Goldair Handling always aims to offer services that comply with the relative laws, regulations, standards and with the continuously increasing comments
market needs.

The Company takes into consideration the expectations and responds effectively to the needs of its customer - airlines through Happy
communication. Goldair Handling also receives feedback related to its services from passengers, through printed forms found at
‘El. Venizelos’ Athens International Airport and from all its stakeholders through e-mail and social media. or Not

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