to channel criticism or recognition to relevant departments so that we can learn from those areas or motivate the team respectively. Complaint channels such as comment cards, direct conversation with our frontline staff and online feedback forms are available to direct views to our management team and ensure that we are constantly listening to our customers.
Collecting customer feedback through our online channels is the most efficient way for our customers and our team to address issues. In 2009, we invested in a system to channel feedback received through the Cathay Pacific and Dragonair websites to ensure that customer feedback is responded to from one of the 36 countries in which we operate. Any feedback received is investigated and the current service level requires a reply within 14 days. Plans are underway to develop a system to capture customer feedback at all of our customer touchpoints.
We recognise that customers may experience lower than expected service levels and initiatives are in place to ensure that our customers' concerns continue to be proactively resolved — and that our approach and interactions with them are efficient and consistent.
Handling passengers with disabilities —
Air Carrier Access Act of 1986
All Cathay Pacific staff in Hong Kong and the United States (US) have completed a comprehensive, half-day training module to better assist them in dealing with passengers with disabilities. All other outport staff and all new staff will be required to take the training in 2010.
Relevant staff have also attended a one-day complaints resolution workshop to comply with the requirements of the US Department of Transportation in the Air Carrier Access Act of 1986.
Providing a diverse service
We constantly strive to channel service improvements taking into consideration the cultural and demographic diversity of our passengers. We currently serve 20 types of special meals to cater for medical, religious or dietary requirements.