Reaction to customer complaints and the protection of customer satisfaction are of considerable significance for a market-oriented airport in a highly competitive field.
REGULATION (EC) No. 1107/2006 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air also calls for the special handling of disabled persons by those referred to as PRMs.
eControl provides for convenient capture, processing based on division of labour, documentation and correspondence support with regard to those lodging complaints. eControl standard functions such as document and action management are also available for those lodging complaints.
A targeted preventive action management requires that the body of data with regard to departments involved and the grounds for complaint can be analysed as necessary. Especially for this task eControl prepares freely defined hierarchical tree structures, which form the basis of statistical analyses such as frequency distributions and trend analyses.
Efficient reporting enables the submission of reports to internal locations, authorities, LVGs etc. without additional expenditure.
Complaint management is an intrinsic part of eControl, so that, where necessary, complaint procedures can be forwarded to the SMS or to other offices.