The company’s main customers are aircraft operators that use airports and flight navigation areas; operators at the airports, such as flight services entities, shops, caterers, car rentals and coach service companies; and last but not least, passengers.
Communication with users and operators happens first and foremost during regular meetings. Communications with passengers are the direct interactions of the company’s employees at airports and using all main communication formats: telephone, e-mail, websites and social media and regular customer surveys.
Communications with airlines that pass through Isavia airports take place during regular user committee meetings to which all users are invited, as well as during private meetings with each of them as needed. The airport user committees operate in accordance with the provisions of the Aviation Act and regulations. These consist of representatives from all airlines that use the airport regularly and their agents. The meetings are an opportunity for users to discuss their views before making important decisions on operations, quality of service, fee collection, new construction, tower services or other issues that have an impact on their important interests. The Keflavík Airport User Committee meets as often as necessary but never less than once a year. As a rule, the Domestic Airports User Committee meets once a year.
Consultation meetings are held once a year with the users of the flight navigation services as regards operations and investments. Consultation meetings with users of other aspects of flight navigation services also take place under the auspices of the ICAO Planning Group (NAT-SPG) for the North Atlantic. Regular meetings are held with users, and there is communication with individual users or representatives of user groups if considered necessary. Isavia’s partner, the Icelandic Meteorological Office, has a role to play in such user consultation as regards weather information and is the monitoring body for volcanic eruptions and other natural disasters.