Customer Satisfaction & Complaints Management System
Collecting Suggestions and Complaints
Within this system which we aim to continuously measure and improve customer satisfaction, we collect customer complaints by means listed below ;
- Customer Satisfaction - Suggestion Form; can be obtained from the Terminal Information Desk
- By Contact Form under our corporate web site
Customer Suggestions and Complaints Management
Written complaints received from customers/authorities are gathered by Corporate Communications and Quality Assurance Department and classified per importance, urgency status of the issue, then recorded into complaint database and directed to the concerned department.
The Complaints related to our companies service scope is directed to the concerned department, the complaints related to airlines are directed to their customer relations department/station management or representative companies, and the complaints related to other private /public companies located in the airport are directed to the interested parties.
In order to inform the complaint owner, root cause and corrective action is requested from the concerned department.
According to the feedback received from the concerned department manager, an informative message about handling the complaint and implementing corrective/preventive actions is sent by e-mail or mail to the customer.
Complaints are answered in 3/7 days according to level of importance.
Our target is to answer all complaints in determined time.
All complaints are designated in digital platform and archived.
All personnel who are communicating with customers and complaint owners are trained by Customer Complaints Handling Manager according to issues mentioned below;
- handling of complaints,
- informing customer accurately,
- content of the customer satisfaction and complaints procedure,
- directing complaints to concerned department,
- dealing with customers in a polite/kind manner and communicating techniques,