Customer feedback
We are committed to continually improving our services and are keen to receive feedback to help us to achieve this.
We separate our feedback into three areas to manage it appropriately:
Compliments
If you have an example of good practice, excellent customer service or where a member of staff went over and above, we would like to know.
Pay us a compliment
Suggestions
We consider all suggestions about how we can improve our service, and if you give us your contact details we will let you know whether it’s been implemented.
Provide a suggestion
Making a complaint
While we will always strive to do our best, we know that we won’t always get it right. We are keen to receive feedback to help us learn from these experiences to help us enhance the service we provide.
Where a complaint applies to contractors employed by HIAL, or other third parties operating at our airports such as airlines or concessionaires, these should be directed in the first instance to the individual company concerned. Where we receive complaints about third parties, we will ask your consent to forward them to the relevant organisation.
Make a complaint
Queries
If you have any queries, please contact us on info@hial.co.uk or 01667 462445.
Website Feedback
Please complete our Website Feedback Form to give us your feedback specifically on our website and let us know if something appears to be missing or not working.
HIAL’s complaint process
We have a two-stage internal complaints process and, wherever possible, we will aim to quickly resolve straightforward complaints at the point we receive them. Our Managing Customer Feedback Policy outlines how we process feedback. This policy is also available in Gaelic.
Should you remain dissatisfied following completion of full internal investigation, you can request that Transport Scotland conduct an independent external review of the complaint. They 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 Complaint Process.
Complaints about how HIAL has processed your personal data
If you are unhappy with how HIAL has handled or processed your personal data, our Data Protection complaints process outlines how you can make a complaint. Please contact our Data Protection Officer at dpo@hial.co.uk
Your complaint will be acknowledged by HIAL within 30 days and investigated and responded to without ‘undue delay’. Your personal data will be used to process your data protection complaint and will be handled as described in the privacy notice.
Making a request for your personal data
You have a right to access information about yourself by submitting a Data Subject Access Request under the data protection legislation. If you wish to make a data subject access request, please email dpo@hial.co.uk
Further advice is available on the Information Commissioner’s website Getting copies of your information (SAR) | ICO
Freedom of Information requests
The Freedom of Information (Scotland) Act 2002 provides a right of access to all types of recorded information held by public authorities, including HIAL. To submit a request for information, please email FOI@hial.co.uk including your full name and details of the information that you want to see. Alternatively, you can submit your request in writing to FOI, Highlands & Islands Airports Ltd (HIAL), Head Office, Inverness Airport, IV2 7JB. We must respond to your request within 20 working days.
Further advice and assistance with making a request for information is available on the Scottish Information Commissioner's website.