Customer Satisfaction and Complaint Management System
Customer Satisfaction and Complaints Management System (ISO 10002)
A Customer Oriented Approach:
All our customers have easy access to the complaint system via e-mail, internet, phone, letter, kiosks and through other Companies. Complaint forms are also available in the Braille alphabet for our visually impaired passengers.
Contact information for perception of customer expectations and for assessing their satisfaction is as follows:
- Phone : +90 444 7 423
- Fax : +90 242 330 36 48
- E-mail : info@antalya-airport.aero
- “Your Opinions and Suggestions” section on the website
- Boxes-kiosks for suggestions-complaints
- Oral communication (Duty Management =+90 242 315 1106, Information =+90 242 315 3125)
- Written communication (written complaint may be sent to Fraport TAV Antalya Airport directly or to DHMİ (State Airports Authority) or to Governorship by dialing 179, CİMER (Presidency Communication Center) and through Information Center).
Systematic and Responsive Management:
All the complaints received are sent to the Quality Department. The Quality Department classifies the Suggestions/Complaints according to their importance and urgency and forwards them to relevant departments.
The complaints/suggestions of A :Category are highly important complaints relating to matters such as “Health, Legal Obligation and Life Safety”, and require immediate action.
The complaints/suggestions of B :Category show levels of satisfaction with the services and terminal facilities and they are to be concluded within the time specified.
Complaint tracking is performed in the following order:
- Receiving the complaint,
- Classifying and entering the complaint on the system and tracking the complaint,
- Informing the complainant that the complaint is received,
- Investigation of the complaint,
- Solving the complaint,
- Informing the complainant,
- Making corrections,
- Verifying corrections,
- Closing the complaint.
Complaints are responded to within 5 business days. Changes in the number of complaints, solution periods, repeated complaint tracking, feedback from the customers, and training records for the relevant staff are monitored periodically.