Page 41 - GOLDAIR HANDLING APOLOGISMOS 2018

REPORT 2018
2.5 Protection of Personal Data Union regulation 2016/679 on the Protection of Personal Data. The

The personal data managed by Goldair Handling Bulgaria are
Financial Information utilised exclusively to provide efficient service for airlines and processing of passengers’ personal data is carried out via secure
passengers and for internal analysis.
applications that belong to either the customer- airline or to Goldair
The Company takes into consideration and conforms with European Handling.

+107%* +497%* 93% 83%

Taxes paid Total investments Local VERY GOOD/ 86%
Suppliers YES
GOOD

+40%* +312%* 7%

Payments Payments Foreign How would you rate the staff
to local suppliers to local suppliers Suppliers of Goldair Handling Bulgaria Does Goldair Handling Bulgaria
in terms of disposition, training cover your operational
*Compared to 2017 and skills? requirements?
Customer
satisfaction survey
2.6

Sustainable Development How would you rate Goldair BULGARIA Does Goldair Handling Bulgaria

at Goldair Handling Bulgaria Handling Bulgaria employees cover your requirements
in terms of their attitude,
in terms of customer service?
prevention and coordination?
Goldair Handling Bulgaria places the philosophy of sustainable received “thank you” letters from customer - airlines regarding the
development at the heart of its activities, acting responsibly in provision of high-quality ground handling services.
every aspect of its business operations. Following the directions 83%
of Goldair Handling S.A., its parent company, Goldair Handling Distinctions and Awards 67%
Bulgaria focuses on building relationships of trust with customer - Continuously striving to improve the services it provides and VERY GOOD/ YES
airlines, with passengers and with its employees, on protecting the achieve growth for its human resources, Goldair Handling Bulgaria GOOD
environment and on reducing its environmental footprint. has been acknowledged by its stakeholders as a valuable partner.
This acknowledgement is underscored by the distinctions and
Relationship with Customers awards the Company has received from its partners.
Focusing on providing high-quality services to its customers and
continuously improving the services it offers, Goldair Handling 55% increase in the number of employees, while 68% of staff contracts are permanent
Bulgaria has strengthened its communication channels with its
customers. In this light, the Company developed and conducted
a customer satisfaction survey in order to listen to its customers’
needs and focus on improving the services it provides. The
questionnaire was sent to 26 customer - airlines, and the
participation percentage came to 23.07%.
Apart from the customer satisfaction survey, Goldair Handling Human Resources
Bulgaria also handles any comments it receives pertaining to As Goldair Handling Bulgaria employees are the key to the
the services it provides via the “Customer Service” application Company’s success, every effort is made to maintain a meritocratic
which has been developed on the corporate platform “Compass”. and safe work environment. In the context of the robust corporate
During 2018, Goldair Handling Bulgaria received 17 comments, of
Easy Jet UK Home Office – Approved culture of Goldair Handling, the Management communicates with
which 7 came from customer - airlines and 10 from customer - gate check status in recognition
of high standards of document checking, employees through monthly departmental meetings, e-mail, the
passengers. Apart from comments, Goldair Handling Bulgaria also Easy Jet – Hands Free training, diligence and excellent cooperation
Procedure Champion with the Home Office corporate platform, as well as corporate events.

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