The purpose of this policy is to ensure effective implementation of the Complaints Handling 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.
The communication method with the customers is realized through various channels.
TAV Macedonia has assigned a specific email address (email@example.com) for customer inquiries. This email address is clearly displayed on the home page of our web-site.
- Customer Comments Form & Complaints Form
Throughout the airport terminal, both at the landside and airside, customer comments boxes are placed for the collection of customer comment & complaints forms. Blank comments & complaints forms are 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.
Customer feedback is also taken into consideration through social media channels such as Facebook, Twitter and Instagram. These comments or complaints are being answered through private messages.
DOWNLOAD Complaints Form