|
Similarly therefore to quality recording, SEA, as an airport manager, analyses all complaints (even though less than one-third concerned services or competencies pertaining to Group companies), in order to deal with all the issues highlighted in the airport system, whose overall proper functioning is the institutional responsibility of SEA. The new operational CRM system in place since May 2012 has certainly facilitated passengers in sending complaints and has assisted SEA in their management. The passenger, contacting the call centre, may receive information on the state of the case. The percentage of complaints sent via web maintained at approx. 70%, in line with 2012. In 2013 the rate of Milan airport complaints reduced by 25 complaints per million passengers, placing the airports managed by SEA among the best in Europe in this regard.
|