Pas­sen­ger Let­ters

Indwe - - Passenger Letters -

Good day, SA Ex­press

As a fairly reg­u­lar flyer it is in­deed a pity that my busi­ness does not take me more fre­quently to des­ti­na­tions that are ser­viced by SA Ex­press. Once a quar­ter I travel from Port El­iz­a­beth to Dur­ban, and I have to tell you that these four trips an­nu­ally are the high­light of my travel for the year. You may ask why this is. Well, it’s sim­ple.

The pro­fes­sional flight crew and highly com­pe­tent and friendly cabin at­ten­dants I en­coun­tered on my most re­cent flight on SA Ex­press once again con­firmed my feelings that oper­at­ing smaller air­craft with a smaller, more fo­cussed crew pro­vides a far more per­sonal ex­pe­ri­ence for the pas­sen­ger. In fact, it feels like you are on your own char­ter jet!

The CEO’s let­ter in the Au­gust edi­tion of Indwe, ti­tled “Good Customer Ser­vice is Good Busi­ness”, about sums it up. Here, Mr Xaba talks about “sat­is­fac­tion be­ing top pri­or­ity” and about “get­ting back to ba­sics in daily op­er­a­tions”.

Sat­is­fac­tion is multi-faceted, and ex­tends from the minute one boards the air­craft and re­ceives the wel­come smile and as­sis­tance to your seat, to the minute you disem­bark and once gain re­ceive the greet­ing, “Good­bye and en­joy your day.” So many things can go wrong be­tween these two points in time, but by sim­ply do­ing the ba­sics right as men­tioned by the Act­ing CEO, SA Ex­press Flight Crew and Cabin Staff most cer­tainly, from my point of view, ex­cel time and time again.

So, Mr Xaba, rest as­sured, your staff are on the right track and sup­port your drive for op­er­a­tional ex­cel­lence, as well as repo­si­tion­ing of the air­line. Wishing you fur­ther suc­cess, and keep up the good work.

Thank you and kind re­gards, Stan Bezuiden­hout Con­grat­u­la­tions to Stan Bezuiden­hout who wrote our win­ning let­ter this month, and walks away with a 55 cm Sam­sonite Cos­mo­lite suit­case val­ued at R6,495.

Good day

I would like to com­pli­ment your ground staff and, in par­tic­u­lar, your flight at­ten­dant Shouness on two oc­ca­sions re­cently.

The first, the evening flight from Jo­han­nes­burg to Richards Bay, was de­layed by four hours. Al­though the ground staff ex­plained about the de­lay, a group of ag­i­tated pas­sen­gers de­manded to speak to the air­line man­ager. The two ground staff han­dled the sit­u­a­tion ef­fec­tively and ef­fi­ciently with their po­lite and pro­fes­sional ap­proach and speed­ily paci­fied the ag­i­tated pas­sen­gers – in fact, they were even on friendly terms by the end. My most re­cent – and 50th – flight with SA Ex­press was made even spe­cial by the smil­ing, swift, pas­sion­ate, proac­tive and ex­em­plary ser­vice pro­vided by your flight at­ten­dant Shouness through­out the flight.

The ground staff and cabin crew are the two di­rect con­tacts with the air­line’s cus­tomers and their ac­tions can there­fore re­sult in either dis­sat­is­fied or de­lighted cus­tomers.

In his CEO let­ter in the Au­gust edi­tion of Indwe, Mr Xaba em­pha­sised: “Good customer ser­vice is good busi­ness.”

These two out­stand­ing ac­tions by your staff prove that this customer ser­vice not only ex­ists in the­ory, but is also prac­tised by SA Ex­press pro­fes­sion­ally and per­son­ally.

I am look­ing for­ward to fly­ing again with my favourite SA Ex­press soon.

With Best Re­gards, Subra­ma­nian Sar­a­vanan

Do You Have Some­thing to Say?

Let us know what is on your mind by send­ing an email to cus­tomer­care@fly­ex­

Let­ters may be edited, short­ened or trans­lated from their orig­i­nal lan­guage.

The writer of the win­ning let­ter in the October edi­tion of Indwe will re­ceive a Sam­sonite Flux 55 cm spin­ner suit­case val­ued at R2,699.

Ex­pe­ri­ence Flux, the next gen­er­a­tion of zipped polypropy­lene cases and Sam­sonite’s first hard­side range of­fer­ing hid­den ex­pand­abil­ity on all sizes, as­sur­ing even greater pack­ing vol­ume. This col­lec­tion was de­signed to make trav­el­ling eas­ier thanks to its smooth-rolling dou­ble wheels, dou­ble-tube wheel han­dle and fully lined prac­ti­cal in­te­rior in which to ar­range your be­long­ings. The Flux range is avail­able in black, navy, ocean blue and tan­ger­ine red from Sam­sonite stores and on­line from­of­sam­ For more in­for­ma­tion, fol­low @House­ofSamSA on Twit­ter and @house­of­sam­sonite on In­sta­gram, or call +27 31 266 0620.

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