SkyTravel Policy

Safety and Health Policy SkyTravel

SkyTravel is committed to providing a safe and healthy environment for all
workers, client and other individuals so far as reasonably practicable. This will be
achieved by management and client working together, following a program of
health and safety activities and procedures which are monitored, reviewed and
audited to achieve best practice.
SkyTravel will regularly review this Policy to take account of changes in
legislation, activities, services and products. As a result of this review, changes
may be made to this Policy from time to time and all employees and contractors
will be required to comply with those changes.
SkyTravel recognises that policies and procedures aimed at effectively managing
customer and employees health and safety is the prevention of accidents and
incidents and the protection of clients from injury, harm or ill health.
However, SkyTravel also recognises that effective management of client health
and safety can bring additional benefits through contributing to business
performance in a variety of important ways, including :

By ensuring a systematic approach to the identification of risks and the

allocation of appropriate resources to control them
By contributing to the development of a culture supportive of customer
health and safety which is necessary to achieve adequate control over
risks
By minimising financial (and other) losses arising from avoidable
unplanned events
By recognising that accidents and incidents can result from failings in
management control as well as those of individual employees

It is the aim of SkyTravel to;

Effectively control risks and prevent harm to people

Set a clear direction for the business to follow by its policy, supported by
the most senior level within the business
Ensure a planned and systematic approach to the management of health
and safety
Interpret and establish best health and safety practice
Protect the assets, earnings and reputation of Student city Travel Ltd
Promote a positive health and safety culture

In order to achieve the above aims, SkyTravel will ensure;

Travel related risks faced by clients and employees are adequately

assessed

Effective arrangements are in place for planning, organising, controlling,

monitoring and reviewing preventative and protective measures
that competent persons are available to help in undertaking the measures
needed to fulfil legal and other health and safety obligations
That clients and employees are provided with information on the risks they
may face and the preventative and protective measures that are there to
control these risks

Health and Safety System

Health and Safety (WHS) system relates to all aspects of health and safety
including

Strategy Plan;
Defined Health and safety Responsibilities;
Exercising due diligence;
Health and safety training and education;
Adopting a risk management approach to manage health and safety risks;
Emergency procedures and drills;
Workplace inspections;
Incident/accident reporting;
Management of injured employees and client.

Health and Safety Objectives

To provide a safe and healthy work environment for all client, employees
and other individuals;
To provide safe and healthy methods of work;
To identify and eliminate or reduce hazards and risks to health and safety;
To continually monitor and improve work health and safety;
To provide education and training resources;
To comply with all relevant laws, rules, standards and codes of practice.

Customer Satisfaction Policy

SkyTravel follows a customer focused approach where customers may
conveniently relay their requests and dissatisfaction, and where such requests
and complaints are handled in an objective, fair, attentive manner with utmost
respect for privacy, and assessed in a manner that will not be in violation of the
legal provisions and company policy, and where necessary improvements and
controls are carried out in an ongoing manner to ensure same dissatisfaction
does not repeat, and which is based on transparency in their relations with
customers and adheres to the main principle of remedying cases of customer
dissatisfaction and that the customer must be informed as soon as possible.
SkyTravel utilizes economic, social and environmental resources in a sustainable
manner.
Customer Satisfaction Rules

We first and foremost accept the fact that our customers are Right, and
examine the reason behind the complaint from this point of view.
We investigate each and every matter relayed to us, and get a chance to
to improve our processes.
We adopt an approach that is in line with our customers expectations of
quality service.
We desire to establish a customer company relationship that is strong,
right, clear and which ensures continuity, as far as the products or
services our company offers directly or indirectly for the customers are
concerned.
We respond every notification with a fair and objective approach.
We care for the privacy of customer information.
We adopt providing services that are designed to address the customers
requests with our professional staff, using a professional approach.

Customer Service Policy

SkyTravel committed to continually improving service excellence and customer
satisfaction. We place a high value on our clients. Quite simply they are the heart
of our business and deserve to receive friendly and professional service.
We aim to create an environment where all our customers know that their
satisfaction is important to us. Our clients will keep coming back if our facilities
and service approach are of an exceptionally high standard.
Our commitment to high quality customer service reflects our vision and values.
Employees are encouraged to go the extra mile for all clients and to conduct
themselves professionally.
Employees are asked to commit themselves to satisfying the needs of each client
with whom they come into contact, assist them with solving any problem they
may have and to treat them well.
Policy and Procedure:
1. All representatives of ATCRC will:

protect the confidentiality of information,

dress professionally
maintain a clean and safe environment for everyone including customers.

2. When communicating with customers we will:

be polite, friendly and welcoming - in person, when writing, by phone, fax

or email,
respect differences in values, cultures, beliefs and ages, and include our
awareness of diversity into our daily practice,
respect the dignity of all and show empathy and consideration in our daily
practice,
listen and respond in an attentive way to customer enquiries