Özet:

Customer complaints are of great importance in the tourism sector as in all other sectors. With technological developments, the areas where customer complaints are shared have begun to differ, and this situation has shown itself in the tourism sector. This study aims to examine the complaints made regarding the National Ski Center, which can be shown as one of the most important ski centers in our country, and for this purpose the complaints shared regarding the National Ski Center, which is one of the world’s most frequently visited travel reviews pages, via www.tripadvisor.com, have been analyzed. The study included literature on winter tourism and customer complaints. During the investigation phase, 47 complaints related to the National Ski Center were reviewed via TripAdvisor by content analysis method. The result of the content analysis was found that complaints related to the ski center of Uludağ examined in the context of the winter tourist destination were gathered under prices, transport capacity, lower and upper structure, environment, quality of service, tourist profile and other topics, while the complaints subjects in the whole were found that the human intensity and price issues were highlighted. *This article is the extended form of the declaration presented verbally at the Sivas International Winter Tourism Congress held in Sivas from 23 to 25 February 2018.

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