Customer feedback
We are committed to continually improving the service we provide. Our Managing Customer Feedback Policy outlines how we will manage your feedback. The policy is also available to view in Gaelic.
Compliments
We are keen to hear examples of good practice, excellent customer service, or of the simple attention to detail which exemplifies the personal service we provide to our passengers and customers.
Compliments will be acknowledged at the time of receipt if received in person or on the phone.
If a compliment is received in writing, by email or via the online feedback form, it will be acknowledged within three working days of receipt.
The compliment will the passed to the individual or team concerned, and their line manager, within five working days of receipt.
Suggestions
You may have an idea or comment that may help us improve our service, and we would be happy to consider these.
We will use the feedback we receive to monitor our performance and will incorporate this information into our planning and governance processes in order to continually improve our customer service.
Suggestions will be acknowledged at the time of receipt if received in person or on the phone.
If a suggestion is received in writing, by email or via the online feedback form, it will be acknowledged within three working days of receipt.
The suggestion will be passed to the relevant airport or department for consideration within five working days of receipt.
Complaints
While we will always strive to do our best, we know that we won’t always get it right. In instances where our standards of service are questioned, we welcome the opportunity to make the necessary corrections and learn from the outcomes to enhance our customer service experience.
HIAL has a two-stage internal complaints handling process and, wherever possible, we will aim to quickly resolve straightforward complaints at the point of receipt.
Where a complaint cannot be resolved at the point of service delivery, we will aim to resolve it where possible, and provide a response within five working days of the complaint being received.
If it is not possible to provide a frontline response or the complainant remains dissatisfied following the frontline response, a Stage 2 investigation may be undertaken.
Where a complaint is complex or serious in nature, a Stage 2 investigation may be undertaken immediately.
Stage 2 investigation aims to establish all the facts relevant to the points made in the complaint and to give the complainant a full and objective response following investigation.
Following the full investigation, a full response will be provided to the complainant confirming if the complaint has been upheld, partially upheld, or not upheld, as soon as possible and within 20 working days of the complaint being received.
HIAL’s complaints process includes an independent external review stage. Should the complainant remain dissatisfied following completion of a Stage 2 investigation, they can request Transport Scotland to conduct an independent external review of their complaint.
Transport Scotland will review the handling of the complaint and will consider whether the process undertaken was in line with HIAL’s policy and procedures. Transport Scotland has published its Complaints Review Process.
Complaints against third parties
HIAL’s complaints procedure does not apply to contractors of HIAL, or other third parties operating at our airports, for example airlines or concessionaires. Complaints received about third parties should be dealt with under their own policy and process.
Where we receive a complaint about a third party, we will offer the option of forwarding such complaints to the appropriate company.
Complaints about how HIAL has processed your personal data
For specific complaints about the way in which HIAL has processed your personal data, please contact our Data Protection Officer, at dpo@hial.co.uk
Website Feedback
We will continue to develop our website and have ambitious plans for the future.
Please complete our Website Feedback Form to give us your feedback and let us know if something appears to be missing or not working.
Queries
If you have any queries, please contact us on info@hial.co.uk or 01667 462445.