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Investing in Customer Excellence Effective Communication

Goldair Handling is a B2B company that specializes Company. Goldair Handling values this feedback Except for the above communication channels, Company communicates with its customers and partners,
in ground handling services for airlines, cargo as an invaluable resource for enhancing the quality through advertising and display practices. For Goldair Handling, responsible communication practices not
carriers, and other aviation companies. Goldair of its services and meeting the expectations of only serve as a tool for developing a relationship of trust with all its stakeholders, but also contribute to the
Handling has established itself as a customer- all stakeholders. The Company's Quality Policy responsible promotion of its services. In this context, the Company applies a Marketing and Communications
centric company by adopting a philosophy that governs every aspect of its daily operations and Policy, aiming to promote transparent and sound advertising and communication.
emphasizes the importance of adding value not only prioritizes customer satisfaction. Goldair Handling
to its clients but also to its clients' stakeholders. The strives to maintain the highest standards of service New Communication Channel through
Company's strategy revolves around continually excellence by regularly reviewing and improving its Customer Service website form
enhancing its services to serve existing customers processes and procedures. Its diverse client base
reliably and establish new partnerships. includes commercial airlines, general aviation, 514 Goldair Handling launched in 2022 a new web-based
cargo, and mail carriers, and its exceptional Forms from website
Goldair Handling demonstrates its unwavering performance in delivering customer experiences communication channel with clients and all its
stakeholders. This new channel enables clients to
commitment to customer satisfaction through its has made it a leader in the aviation industry. The provide Goldair Handling with valuable feedback
customer management system, which is supported Company's specific communication channels and suggestions in a convenient and efficient
by multiple communication channels. This enable prompt responses to all comments and manner. The feedback form is bilingual and easy to
system enables airlines, passengers, and other queries, keeping open lines of communication with use, where clients can access it from anywhere with
stakeholders to provide feedback directly to the customers and passengers.
an internet connection. This new communication
channel is important because it allows direct
communication and to better understand clients'
Customer Service Management App needs and preferences. The Company values the
100% Goldair Handling has developed a customer feedback management opinions of its stakeholders and is committed to
Completion Ratio application that aims to efficiently record and monitor customer continuously enhancing its services to meet their
(91.89% in 2021) comments. The app enables the Quality Department to manage and evolving needs.
analyze all the data related to customer service on a monthly basis.
98% Based on the analysis, the department prepares a Customer Service
of clients states Report, which is regularly shared with all relevant departments for
that Goldair Handling further investigation and application of corrective actions if necessary.
meets the operational
requirements Happy or Not Platform for Lounges
(77,5% in 2021)
Goldair Handling has implemented an electronic feedback
platform in its Lounges across Athens, Heraklion, and Mykonos
airports. The platform enables the Company to measure customer
satisfaction levels for services provided to passengers during
2,581 their lounge stay. The feedback is conducted through the Net
Forms submitted Promoter Score (NPS) system.

90% Third- party comments
Satisfaction Rate The Company also receives comments on the quality of its services
from third parties, such as airport authorities and airport operators.
These comments are taken into consideration by the Company
to continuously improve and enhance its services, ensuring the
highest level of customer satisfaction and are also included in the
428 customer service report that is communicated internally on regular
Third Party Comments basis. For 2022 Goldair Handling received 428 comments from third
(411 in 2021) parties, where 64% were compliments highlighting the provision of
exceptional services.

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