Page 63 - GOLDAIR HANDLING APOLOGISMOS 2018

REPORT 2018

GROUPS OF STAKEHOLDERS AND CONTEXT OF INTERACTION GROUPS OF STAKEHOLDERS AND CONTEXT OF INTERACTION

How the Company responds Key issues Communication channels
• Transparency and reliability • Telephone and electronic
The Company’s overall organisational and response framework on Human • Compliance with the laws communication (4)
Resources issues is included in sections: “2.6 Sustainable Development at Goldair Suppliers and regulations of the market • Procurement Department (3)
Handling Bulgaria” and “5. Our people”. • Provide materials and services • Information related to the services • Meetings (2)
for the day-to-day operation of the Company • Company web page (2)
of the Company • Communication via Social Media (4)
• Are paid for the products and
Key issues Communication channels
services they supply
• High quality of services • Corporate website (2)
and innovation • Telephone and electronic How the Company responds

Customers • Reliability and character communication with the Commercial
• Purchase Company services • Satisfaction and safety Department and other Company • Regulation of Procurements
• Determine the size of the • Immediate response to incidents departments (4)
Company’s operational task • Responsible communication • Annual customer satisfaction Details are included in section: “1. Goldair Handling: An Overview”.
• Rely on the Company to maintain and advertising survey (1)
their reputation and the level of • Compliance with the laws and • Meetings and events (3) Key issues Communication channels
service offered to their individual regulations of the market • Participation in fairs (2)
customers • Immediacy of service • Presentations and printed material (2) • Compliance with the requirements • Telephone and electronic
• Supervise, through periodic • Resolution of complaints • Communication via Social Media (2) of legislation communication - when required (3)
inspections, compliance with The State and regulatory • Transparency and reliability • Meetings (2)
the agreed mechanisms and authorities
How the Company responds
safety procedures • Collect taxes and levies
• Outline the legislative and
• IATA - ISAGO certified service provider How the Company responds
regulatory framework for
• ISO 9001 Quality Management System
Company activity
• ISO 14001 Environmental Management System • Full compliance with legislation
• Application of ISO 22000 Food Safety Standard

Details are included in sections: “1. Goldair Handling: An Overview”,
Details are included in sections: “1. Goldair Handling: An Overview”
“2. Goldair Handling Bulgaria” and “3. Corporate Governance”.
and “2. Goldair Handling Bulgaria”.
Key issues Communication channels
• Safety and service • Corporate website (4) Key issues Communication channels
• Immediate response to requests • Press releases and advertising (3) • Corporate volunteerism • Partnership in joint actions (2)
Passengers and complaints • Procedure for managing • Promoting and supporting • Corporate website (4)
• Receive direct services from • Protection of personal data complaints (4) Local communities and NGOs their social work • Advertising and press releases (2)
the Company (Lounges) • Responsible Advertising • Communication via Social Media (4) • Relationships of mutual benefit, • Cooperation and information • Events and meetings (2)
• The volume of the travelling trust, and respect • Communication via Social Media (4)
public determines the size of How the Company responds • Returning a portion of the
the operational task Company’s added value
• The satisfaction of the travelling • IATA - ISAGO certified service provider to society How the Company responds
public affects the Company’s • ISO 9001 Quality Management System • Recognition of the Company’s
relationship with the airline • ISO 14001 Environmental Management System contribution • Job creation
• Application of ISO 22000 Food Safety Standard • Support of vulnerable social groups
• Voluntary employee actions

Details are included in sections: “1. Goldair Handling: An Overview” Details are included in section: “8. Goldair Handling’s Social Contribution”.
and “2. Goldair Handling Bulgaria”.

60 61