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  SKP :  12.12.2018,01:41
 
 

COMPLAINT HANDLING POLICY

Complaint Handling Policy

The purpose of this policy is to ensure effective implementation of the Customer Satisfaction Policy of TAV Macedonia in order to increase the quality of the service offered to customers, to analyze, evaluate and to undertake measures by resolving the received complaints swiftly, to provide continuous control, to enhance customer relations and to improve services rendered to our customers.     

We deal with complaints according to requirements of ISO 10002 complaints handling standard.

Communication 

The communication method with the customers is realized through various channels.

E-mail

TAV Macedonia has assigned a specific email address (customer.mk@tav.aero) for customer inquiries. This email address is clearly displayed on the home page of our web site.

Customer comment forms

Throughout the airport terminal, both at the landside and airside, customer comments boxes are placed for the collection of customer comment forms. Blank comment forms are made available on top of each comment box.

Airport Service Quality (ASQ) survey forms

Within the process of collecting ASQ survey forms, customer feedback is also taken into account, sometimes labeled as a “general complaint” but also requiring the immediate response of the relevant department.

DOWNLOADS
 
Complaint form ( 157 Kb)
  
 
 
 
  SKP :  12.12.2018,01:41
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