At Alsa, excellence means fulfilling our commitments to all stakeholders in our business activity. These commitments are set out in our Sustainability policy.
Alsa is firmly committed to responding to and resolving any complaints and claims made by our customers and users. To do so, a specific procedure with all the necessary resources is in place and is currently being certified under UNE-ISO 10002:2018.
This user-centred procedure is based on the following principles:
Ease of access to information and related activities.
Transparency, objectivity, integrity and confidentiality in information processing.
Free of charge.
Our qualified team are available to handle your complaints, suggestions and claims 24 hours a day.
The system is subject to ongoing supervision, monitoring and improvement to guarantee its efficacy and suitability in meeting users’ needs and expectations.
You can make a complaint or claim via the channels listed above.
Please provide the following information to ensure that we can process your claim effectively:
Name and surname(s).
Email address, telephone number or other means of contact.
Booking reference, if available. You can also use the suggestion form , providing the origin/destination, date and time of your journey in addition to the information listed above.
Detailed information about the reason for your complaint.
INVESTIGATION AND RESOLUTION
At Alsa, we will launch an internal investigation into the incident to gather as much information as possible on what happened and why. The relevant managers will offer you the best possible solution to your complaint.
You can find out the status of your complaint whenever you like by contacting firstname.lastname@example.org or calling (+34) 91 020 7007 (available 24/7) and providing your reference number.
We will also ask about your satisfaction with the service you have received and with the resolution of your complaint.
ANALYSIS AND IMPROVEMENT
At Alsa, we analyse compliance with our commitments on the speed and quality of our customer service on a monthly basis, and make regular improvements to the procedure for our users.