Ever adapting to remain relevant

As a premium full service carrier, British Airways (operated by Comair) strives to deliver a premium customer journey, ensuring that all customers, whether travelling in Club (business) or Traveller (economy), arrive at their destination feeling relaxed and refreshed, according to Luane Lavery, brand communications manager for British Airways (operated by Comair) and kulula.com.

“We constantly look for ways to delight our customers with innovations to our offering as well as adapting to customers’ ever-changing needs to ensure we remain relevant from both a product as well as a customer service point of view.

“From a product point of view this includes offering an extensive route network within southern Africa flying to and from centrally-located airports, which is enhanced by British Airways’ global network as well as the oneworld alliance.

“From a service point of view, British Airways prides itself on providing a great customer service at every customer touch point, be it via the contact centre, at the airport or on board.

“Our Special Services Team situated at the various airports are also on hand to assist Club and Gold and Silver Executive Club members. This hands-on team offers a personalised service to customers, ensuring a seamless travel experience.”

Lavery gives customers’ requests for increased frequencies for flights to the Eastern Cape as an example of the airline’s responsiveness to customers’ service needs.

“We responded by introducing additional flights between OR Tambo International Airport and Port Elizabeth to cater for demand.

“Customer feedback is crucial and we continuously monitor all communication channels, including social media, to gauge how our performance is received.

“In addition we undertake monthly customer surveys where we measure different aspects of the customer journey and how we are performing. We also run brand tracker surveys to determine how the brand is perceived across the markets we serve,” says Lavery.