Page 46 - Goldair Handling_Corporate Responsibility & Sustainable Development Report 2017

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GROUPS OF STAKEHOLDERS AND INTERACTION FRAMEWORK

How the Company responds

Overall, the Company’s organisational and response framework
on Human Resources issues is included in sections:
6. “Our people” page 72 and 7. “Health and Safety Management” page 60.

Customer Airlines Key issues Communication channels
• Purchase Company services • High quality of services • Corporate website (2)
• Determine the size of the and innovation • Telephone and electronic
Company’s operational task • Reliability and character communication with the Commercial
• Rely on the Company to maintain • Satisfaction and safety department and other
their reputation and the level • Immediate response to incidents Company departments (4)
of service offered to their • Responsible communication • Annual customer
individual clients and advertising satisfaction survey (1)
• Supervise, through • Compliance with the laws • Meetings and events (3)
periodic inspections, and regulations of the market • Participation in fairs (2)
compliance with the agreed • Immediacy of service • Presentations and printed material (2)
upon mechanisms and safety • Resolution of complaints • Communication via Social Media (2)
procedures
How the Company responds

• IATA - ISAGO certified service provider
• ISO 9001 Quality Management System
• ISO 14001 Environmental Management System
• ISO 22000 Food Safety System

Details are included in section:
“2. Quality of services and responsibility in operations”.

Passengers Key issues Communication channels
• Receive direct services • Safety and service • Corporate website (4)
from the Company (Lounges) • Immediate response • Press releases and advertising (3)
• The volume of the to requests and complaints • Procedure for
travelling public determines • Protection of personal data managing complaints (4)
the size of the operational task • Responsible advertising • Communication via Social Media (4)
• The satisfaction of the travelling
public affects the Company’s
relationship with the airline How the Company responds

• IATA - ISAGO certified service provider
• ISO 9001 Quality Management System
• ISO 14001 Environmental Management System
• ISO 22000 Food Safety System

Details are included in section:
“2. Quality of services and responsibility in operations”.

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