Complaints policy

1. Introduction

It is the company’s aim to continuously improve the services provided to its clients. Effective complaints management is fundamental to the provision of quality services and provides a platform for obtaining feedback from its clients with the purpose of resolving disputes and reforming policies and procedures. For this purpose, the company has developed and established a Complaints Management Policy, which is designed to provide guidance on the way in which the company receives and manages complaints.

The application of this policy will ensure that complaints received are dealt with fairly, promptly and in an efficient and confidential manner.

The policy covers:

• the standard of service expected,
• the staff behavior in delivering the service.

Our policy doesn’t cover the complaint handling procedure, since this is documented in separate procedures manual.

2. Standards of Handling Complaints

 

• Complaints may be received by a specific form, email, by phone, or through the official company channels in social media (Facebook, Twitter, Instagram). All complaints are treated seriously.
• The complaint will be dealt latest, within 10 working days and through the social media within the same day.
• The complaints will be investigated in depth, will be handled in an efficient and effective manner and will be treated courteously.
• The company will be fair both to the customer and any employee for whom a complaint may refer to.
• No one will be charged for making a complaint.
• Compliance with the General Data Protection Regulation 679/2016 is assured at all times.
• Complaints are recorded and analyzed on a regular basis for the identification and rectification of erroneous procedures and practices as well as for the avoidance of recurring omissions.
• Any individual involved in the complaint or responsible for the management of the complaint will not participate in the investigation process, should there be conflict of interest.
• Our employees undergo continuous training on the complaint management policy and have direct access to related documentation in order to facilitate the effective handling of complaints.
• The Board of Directors, Management and employees acknowledge the right to file a complaint and are committed to the efficient and fair resolution of complaints or problems that may arise from the services provided.
• We will not treat you less favorably than anyone else because of your:
  • sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender,
  • sexual orientation,
  • colour or race,
  • disability,
  • religious or political beliefs,
  • other factors, for example language difficulties, age, pregnancy, maternity etc.

3. Complaints Recording

Complaint details, outcomes and actions taken are recorded and used for service improvement.

Feedback is valuable to us and is expected to be used for:

• getting things right,
• being more open and accountable,
• acting fairly,
• becoming better.

Information is handled only for processing and will be retained appropriately, legally and in line with European Regulation 679/2016.

4. Contacting us

The Customer Relations Department is available from Monday to Friday, 09:00 a.m. – 21:00 p.m., local time, plus weekends and official bank holidays, from 09:00 a.m. – 21:00 p.m.

Our customers may always contact us by using one of the following methods:

• Filling in the Contact Form through Aegean official website (www.aegeanair.com).
• Filling in the Olympic Air Contact Form through Olympic official website (www.olympicair.com).
• Filling in a Comment Card which is available at the airport of departure / arrival.
• Filling in a Comment Card on board.
• Communicating with us on Facebook@AegeanAirlines and @Olympic Air
• Communicating with us on Twitter@aegeanairlines and @olympic_air_gr
• Communicating with us on Instagram@aegeanairlines and @olympic_air