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.
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, 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.
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.