VENTURES AFRICA – An international customer approval survey has named the South African Airways (SAA) as the best carrier in Africa for the eleventh successive year.
This was disclosed at the Skytrax World Airline Awards function at the 50th International Paris Air Show late on Tuesday this week.
The accolade – which gives an international point of reference for the carrier’s quality – makes SAA one of the most decorated carriers in the continent.
Skytrax, which is an autonomous air travel enquiry body, undertakes a “customer satisfaction survey” in 18 million business and leisure air travellers.
The winner is decided by participants from 160 countries.
The survey looks at more than 200 carriers. This includes the biggest global airlines and smaller local carriers.
The study assess travellers’ approval on 41 key performance pointers comprising check-in, boarding, on-board seat comfort, cabin cleanliness, food, beverages, inflight entertainment and staff service.
Suretha Cruse, SAA’s customer service executive, said the state-owned airline is aware that efficiency is mostly needed in an airline like SAA.
“We acknowledge that a fundamental cultural mind-set change towards an efficient service-driven organisation is required in what is an extremely competitive industry.”
The troubled SAA has won six awards in the past six months.
These include the on-time execution service prize by Flightstats as the victor in the Middle East and Africa region and African cargo airline of the year from STAT Times.
But things have not been going well at the management level of the carrier. Late last year, almost half of the board led by the struggle heroine Cheryl Carolus resigned from citing government intereference.
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