Este e-mail foi enviado em nome de lisbon.airport@ana.pt
Reclamação DECO PROTESTE ref.ª
Exmo. SenhorManuel Martins Kidito Xavier da Gama,
Confirmamos a receção da sua reclamação relativa ao serviço de assistência a Passageiros com Mobilidade Reduzida no Aeroporto Humberto Delgado - MyWay -, enviada para o webmail da ANA, S.A./Aeroporto Humberto Delgado de Lisboa, a qual mereceu a nossa melhor atenção.
Gostaríamos, em primeiro lugar, de salientar que na prestação do serviço MyWay nos pautamos sempre pela atenção e dedicação necessárias, procurando prestar aos nossos passageiros, especialmente aos que necessitam de cuidados especiais, o melhor serviço possível, assegurando simultaneamente que os nossos colaboradores compreendem a importância de ouvir e respeitar as necessidades individuais de cada cliente, bem como de garantir o cumprimento dos procedimentos em vigor.
A avaliação interna da situação reportada permitiu-nos apurar no dia/hora em causa a ocorrência de um conjunto de contingências operacionais - a mais relevante relevada como um elevado número de voos atrasados, contexto completamente a nos externo - que, afetando a afetação de assistentes a vários serviços sobrepostos, levaram o nosso prestador de serviços a não cumprir corretamente os parâmetros de qualidade que exigimos e aos quais está obrigado.
Infelizmente, ao contrário do que gostaríamos e para o qual trabalhamos diariamente, a situação causou o atraso do serviço e todos os inconvenientes relatados, incluindo, naturalmente, ansiedade, inquietação e frustração.
Neste sentido, só podemos lamentar profundamente toda a situação e apresentar a nossa mior contrição.
Esperamos, por isso, que, na sua próxima visita ao nosso Aeroporto, se possa recordar do nosso serviço pela sua excelência, eliminando quaisquer impressões menos positivas.
Aceite, por favor, os nossos,
Melhores Cumprimentos,
Direção do Aeroporto Humberto Delgado
Customer Care e Qualidade
Alameda das Comunidades Portuguesas
1700-111 Lisboa – Portugal
www.ana.pt
---------------------------------------------------------------------------------------------------------------------------------------------------------
E-MAIL DISCLAIMER
This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system.
E-mails are not encrypted and cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.
This e-mail and any files and attachments transmitted with it are confidential and may be legally privileged. They are intended solely for the use of the intended recipient. Any views and opinions expressed are those of the individual author/sender and are not necessarily shared or endorsed by ANA Aeroportos de Portugal S.A. or any associated or related company. In particular e-mail transmissions are not binding for the purposes of forming a contract and do not form a contractual obligation of any type. Such contracts can only be formed in writing by post or fax, duly signed by a senior company executive or members of the Board of Directors.
The content of this e-mail or any file or attachment transmitted with it may have been changed or altered without the consent of the author. If you are not the intended recipient of this e-mail, you are hereby notified that any review, dissemination, disclosure, alteration, printing, circulation or transmission of, or any action taken or omitted in reliance on this e-mail or any file or attachment transmitted with it is prohibited and may be unlawful.
If you have received this e-mail in error please notify ANA Aeroportos de Portugal S.A. or any of its associated companies.
Visit our website at :www.ana.pt
ANA - Aeroportos de Portugal, SA
Sede _ Rua D, Edificio 120, Aeroporto de Lisboa _ 1700-008 Lisboa
NIF e Matricula na Conservatoria do Registo Comercial de Lisboa (1a): 500700834 _ Capital Social 200 000 000 Euros
-----------------------------------------------
E-MAIL DISCLAIMER
This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system.
E-mails are not encrypted and cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.
This e-mail and any files and attachments transmitted with it are confidential and may be legally privileged. They are intended solely for the use of the intended recipient. Any views and opinions expressed are those of the individual author/sender and are not necessarily shared or endorsed by ANA Aeroportos de Portugal S.A. or any associated or related company. In particular e-mail transmissions are not binding for the purposes of forming a contract and do not form a contractual obligation of any type. Such contracts can only be formed in writing by post or fax, duly signed by a senior company executive or members of the Board of Directors.
The content of this e-mail or any file or attachment transmitted with it may have been changed or altered without the consent of the author. If you are not the intended recipient of this e-mail, you are hereby notified that any review, dissemination, disclosure, alteration, printing, circulation or transmission of, or any action taken or omitted in reliance on this e-mail or any file or attachment transmitted with it is prohibited and may be unlawful.
If you have received this e-mail in error please notify ANA Aeroportos de Portugal S.A. or any of its associated companies.
Visit our website at :www.ana.pt
ANA - Aeroportos de Portugal, SA
Sede _ Rua D, Edificio 120, Aeroporto de Lisboa _ 1700-008 Lisboa
NIF e Matricula na Conservatoria do Registo Comercial de Lisboa (1a): 500700834 _ Capital Social 200 000 000 Euros
