Johannesburg - South African Airways (SAA) won the Best Staff Service award as part of the international awards held at the Paris Air Show.
The World Airline Awards are run by aviation experts Skytrax and based on unsolicited customer feedback. SAA retained its 4-Star rating for the 15th year in a row.
“To win the Best Staff Service award shows that our customer-facing employees are our true brand ambassadors who made a difference to more than 19 million travelling customers. Feedback on excellent customer service is simply priceless,” says Zuks Ramasia, SAA general manager operations.
“This is testimony to our commitment to reach and maintain one of our strategic objectives of excellent customer service. Being an award winner for 15 years in a row inspires us to seek further opportunities for service excellence as the airline moves towards a brighter future. Customer feedback is very important, and we incorporate customer feedback and insights gained therefrom into improving the overall customer experience."
Ramasia regards the retention of the 4-Star rating - in both economy and business class - for 15 years in a row is a confirmation of SAA's consistent service standards.
“We have maintained quality levels on all the services we offer - in our home market, across the African continent and internationally. This has been a particularly difficult year for the industry, but we still maintained a world-class product and service standards to our customers, making our 4-Star Airline rating well deserved,” said Ramasia.
The 4-Star rating follows after detailed product and service standards audits throughout the airline, and included SAA’s new Airbus A330-300 aircraft.
This means customers considered whether airlines provide a good standard of product and staff service across all travel categories, including cabin seating, safety standards, cabin cleanliness, comfort amenities, catering, tax-free sales, reading materials and in-flight entertainment.
“We will continue with the introduction of service enhancements to add to a host of improvements such as a family check-in services at OR Tambo International Airport; improvement in our food and beverage offering with the introduction of African-inspired regional meals (specific to East and West Africa) in business class; and serving an award winning selection of locally produced wines," said Ramasia.
“The introduction of three new Airbus A330-300 aircraft saw the launch of new business class seating, giving every customer access to the aisle as well as ensuring increased privacy. The new inflight entertainment product is state of the art allowing fast navigation and high definition viewing. We have also introduced a new pet lounge for our cargo division at OR Tambo International Airport.”Read Fin24's top stories trending on Twitter: Fin24’s top stories