الثلاثاء، 25 فبراير 2025 
By: Hana Saada
ALGIERS– An electronic platform called “E-grievances” or « E-doléances » dedicated to the complaints of Air Algerie customers was launched, Thursday in Algiers, by the national air transport company.
This platform, designed and produced 100% by engineers from Air Algérie’s IT services department, at the request of the company’s sales department, “is accessible and operational from this Thursday”, said officials from the company during the presentation of this platform.
“E-grievance is accessible seven days a week and 24 hours a day via the link: https://doleances.airalgerie.dz or by scanning a QR code (quick response code) which will be displayed at Air Algerie agencies and on board the company’s aircraft, as well as on its website, allowing customers to submit a complaint online while being able to follow the progress of it treatment”, explained Riadh Agha, engineer at the IT department of Air Algérie.
“After accessing this platform, the user will be able to choose between five categories of complaints according to their nature, whether it is a complaint against an agency, an incident occurring on board Air Algérie aircraft, or in one of the stopovers, a complaint related to the Contact center (call center) or the company’s website,” added the same official.
“Complaints are made in “five quick and easy steps” which identify the customer, collect their contact details, define the nature of the complaint and even attach files (scans, photos, videos) whose size does not exceed 5 megabytes,” he further explained.
These steps lead to the registration of the complaint and the receipt, by the customer, of a confirmation email containing the reference number of the complaint, allowing it to be followed up, but also a link to lodge an appeal in the event that the complaint handling response does not satisfy the customer, Agha stressed.
The processing of complaints is done within deadlines “not exceeding 48 hours, depending on the nature of the complaint, and a notification is automatically sent to the sales department in the event that this deadline is exceeded”, he assured.
However, the response to certain complaints “may require more time, in the event that it is necessary to collect data from different directions to confirm certain information”, further noted the official.
The launch of this platform allows “a digitization of all the processes starting with the receipt of the complaint by the teams of the commercial management of Air Algérie, supported by the IT department, in order to process all the grievances which come from customers”, indicated the Head of the commercial division of Air Algérie, Tekfa Hachelaf.
For his part, the director of IT services at Air Algérie, Noureddine Dabab, specified that the launch of this platform “comes within the framework of the application of the directives emanating from the highest authorities of the country calling for the facilitation of procedures for citizens “.