Until We Meet on Board!

As an already seasoned but first time flyer on this route (Walvis Bay to Johannesburg) on SA Express, I must take a moment to compliment the staff, management and leadership of the airline.

I’m not sure I’ve ever experienced such professional engagement and attention to detail outside of First Class, but passengers on this trip were privileged to enjoy the excellent service delivered by hostess Shelley Lillebo and her team. What a treat. One is left wondering which five-star airline’s executive training program SA Express is recruiting from. If they’re modelling the growth and development of their staff on these standards, the other airlines are in for a hiding.

Having read so many CEO introduction letters and seen so much grand rhetoric, repetition and self-praise, the message from acting CEO Victor Xaba in the online magazine, Indwe, was truly refreshing.

Perhaps more than that, it was actually inspiring. Ditching lofty empty statements, Mr Xaba wrote profusely and in an active tone about customer service. He clearly outlined the airline’s vision for the future. He openly addressed the current challenges that pose a threat to the successful operation of this airline, and to his clients’ (whom he refers to as investors and partners) convenience. The clearly articulated company statement and vision for the future have got to be a source of inspiration for all the staff members of this airline.

Which CEO in his right mind invites passengers to directly keep him informed as to whether their airline is living up to the standards it has set itself, and then proceeds to share his email address?

I don’t think he is acting. Clearly Mr Xaba is on a mission to win back the credibility of the airline. He’s gone back to basics and is actually going to pull it off. If you think about it, it’s in his name.

Regards, Loic Bellet

Congratulations to Loic Bellet who wrote our winning letter this month, and walks away with a 55 cm Samsonite Cosmolite suitcase valued at R6,495.