Page 45 - Aerostat Handbook 2015
P. 45
Aerostat Handbook 2015
For year 2015, despite the increased traffic load,
we succeeded to maintain the high levels of
customer satisfaction.
Consistent to our commitment to offer less than 2 mins. In recognition of the public, we place special emphasis on
high quality services to all stakeholders excellent customer service provided passenger comment management,
and within the framework of AIA’s to the public, AIA’s Call Centre was analysing passenger comments on a
comprehensive Quality Monitoring presented with the Bronze Award in monthly basis and communicating
System, we closely monitor and “CRM Grand Prix Customer Service relevant information to all involved
report operational performance Annual Awards 2014” in the category parties.
via the measurement of specific of “Large Call Centres” in Greece.
indices recording data on the actual In 2015 we received 3,620
performance of key passenger airport Information provision load at the comments from 1,611 passengers. Out
processes, such as security, check-in, information desks amounted to 167 of the total complaint items 44.3%
baggage delivery, passport control. queries per hour (including roaming related to AIA and 55.7% to third
For year 2015, despite the increased agents) — the busiest months being parties. In relation to primary concerns,
traffic load, we succeeded to maintain April through October with queries Cleaning and Security screening
the usual same high levels of customer reaching as many as 271 per hour continues to show improvement (also
satisfaction. during this period. In order to provide reflected at security queuing time).
immediate and accurate assistance to Regarding key selling points, Courtesy
Passport, Ticketing and Security travellers, mobile Terminal Services issues demonstrate an improvement
queuing time decreased. Average agents were equipped with tablet PCs whereas Comfort elements increased
queuing time at check-in slightly which provided them with access to all in relation to 2014.
increased in relation to 2014, mainly relevant departmental applications and
due to the increased passenger traffic, enabled them to offer flight information In the top-15 complaint list, “lost
while the speed of baggage delivery updates to travellers upon their & found telephones not replying” was
average time for delivering the first arrival or departure. In addition the the top dissatisfaction parameter. This
bag from the “on-blocks” position “Airport-Info” e-mail service addressed element also affected aviation related
increased. over 3,130 queries. Finally aimed at complaints, which increased.
improving overall response to serious
This year our terminal services operational irregularities, the corporate A total of 992 letters of response
frontliners assisted and welcomed a volunteer programme for contingency were dispatched, 91% of which were
large number of passengers and airport plan assistance by non-ops personnel customised. The average response
visitors thus achieving the highest was initiated. time for the year was 6.4 days. 383
record. As far as the Call Center’s complaint cases required thorough
performance is concerned, yearly Furthermore, consistent to our investigation in cooperation with
statistics demonstrate that 99.3% of commitment to continuously improve involved departments in order for
the incoming calls were replied within services offered to the travelling passengers to receive an appropriately
justified response.
aia.gr | 45
For year 2015, despite the increased traffic load,
we succeeded to maintain the high levels of
customer satisfaction.
Consistent to our commitment to offer less than 2 mins. In recognition of the public, we place special emphasis on
high quality services to all stakeholders excellent customer service provided passenger comment management,
and within the framework of AIA’s to the public, AIA’s Call Centre was analysing passenger comments on a
comprehensive Quality Monitoring presented with the Bronze Award in monthly basis and communicating
System, we closely monitor and “CRM Grand Prix Customer Service relevant information to all involved
report operational performance Annual Awards 2014” in the category parties.
via the measurement of specific of “Large Call Centres” in Greece.
indices recording data on the actual In 2015 we received 3,620
performance of key passenger airport Information provision load at the comments from 1,611 passengers. Out
processes, such as security, check-in, information desks amounted to 167 of the total complaint items 44.3%
baggage delivery, passport control. queries per hour (including roaming related to AIA and 55.7% to third
For year 2015, despite the increased agents) — the busiest months being parties. In relation to primary concerns,
traffic load, we succeeded to maintain April through October with queries Cleaning and Security screening
the usual same high levels of customer reaching as many as 271 per hour continues to show improvement (also
satisfaction. during this period. In order to provide reflected at security queuing time).
immediate and accurate assistance to Regarding key selling points, Courtesy
Passport, Ticketing and Security travellers, mobile Terminal Services issues demonstrate an improvement
queuing time decreased. Average agents were equipped with tablet PCs whereas Comfort elements increased
queuing time at check-in slightly which provided them with access to all in relation to 2014.
increased in relation to 2014, mainly relevant departmental applications and
due to the increased passenger traffic, enabled them to offer flight information In the top-15 complaint list, “lost
while the speed of baggage delivery updates to travellers upon their & found telephones not replying” was
average time for delivering the first arrival or departure. In addition the the top dissatisfaction parameter. This
bag from the “on-blocks” position “Airport-Info” e-mail service addressed element also affected aviation related
increased. over 3,130 queries. Finally aimed at complaints, which increased.
improving overall response to serious
This year our terminal services operational irregularities, the corporate A total of 992 letters of response
frontliners assisted and welcomed a volunteer programme for contingency were dispatched, 91% of which were
large number of passengers and airport plan assistance by non-ops personnel customised. The average response
visitors thus achieving the highest was initiated. time for the year was 6.4 days. 383
record. As far as the Call Center’s complaint cases required thorough
performance is concerned, yearly Furthermore, consistent to our investigation in cooperation with
statistics demonstrate that 99.3% of commitment to continuously improve involved departments in order for
the incoming calls were replied within services offered to the travelling passengers to receive an appropriately
justified response.
aia.gr | 45
