Complaint Handling Policy
Complaints Handling Policy
The purpose of this policy is to ensure effective implementation of the Complaints Handling System & customer satisfaction in 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. Any complaint should be submitted within 30 days. After this time TAV Macedonia shall not be obliged to accept the complaint. Complaints are responded within 15 working days, counting from the day of receipt, according to company’s Complaints Handling Procedure.
Communication
The communication method with the customers is realized through various channels.
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 Comments Form & Complaints Form
Throughout the airport terminal, both at the landside and airside, as well as on our websites, QR codes posters are placed for collection of customer comments & complaints.
- 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.
- Social Media Channels
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.
DOWNLOADS |
Comments Form ( 196 Kb) |
Complaints Form ( 196 Kb) |
Frequently Asked Questions
++ 389 46 252 820
++ 389 46 252 821
++ 389 46 262 503
Regarding the amount of the baggage charges, please contact your airline, because each airline has its own baggage policy and rules.
If you have any specific question regarding the allowed/prohibited items to be carried in the baggage, please send your question to our Customer Relations Department to the following e-mail: customer.mk@tav.aero
Our employees from L&F will prepare a lost/damaged baggage report for you, that you’ll later on send it to your airline. If you need to contact the Lost&Found department, please write us on: dutyohd@tav.aero
For lost or found items on the plane, please contact us at the same email: dutyohd@tav.aero
If you lose or find a personal item in the airport building, please report it immediately either to the Information Desk or to the Security staff, while if you have already left the airport, please write to us at lostbaggage.ohrid@tav.aero
All details at:
http://ohd.airports.com.mk/en-EN/passenger-guide/airport-facilities-services/page/lost-luggage
It is not necessary for you to reserve a car park lot in advance.
Ohrid St. Paul the Apostle Airport car park pricelist:
PARKING |
Up to 1 hour |
1 – 2 hours |
2 – 3 hours |
3 – 4 hours |
4 – 8 |
8 – 12 |
12 – 24 hours |
3 – 7 days |
Car |
90 |
120 |
150 |
180 |
230 |
270 |
600 |
1.500 |
Bus |
250 |
400 |
500 |
600 |
800 |
1.000 |
1.600 |
4.000 |
Certain airlines do not allow pets onboard the aircraft, except for assistance dogs. Proper travel documents are required to be submitted for these dogs.