Feedback from passengers is encouraged by South African Airways. After a saa flight passengers may give a rating out of ten for how satisfied they are with the trip. Such comments can be a valuable resource for helping the airline to improve its service and so attract passengers.
In the course of a year compliments and negative comments are about equal. Some passengers are very content with the service, and after giving ratings of ten out of ten, state that they will fly again with SAA. Others are less complimentary and offer ratings of only two out of ten. Such variety of response is a good sign because it suggests that the feedback being obtained is honest, and a good indication of what to improve, and what to maintain.
Unsurprisingly, responses are usually negative when some unexpected delay or problem has been experienced. Such events are usually beyond the control of the airline, so it may be unreasonable for passengers to blame it for the mishaps. Such is human nature, and the airline would do well to be ready for such things. A rapid response team could be on hand to reassure passengers when necessary.
Some passengers seem to be familiar with the latest airplane specifications, and they complain when they have been allotted to an old plane. They complain about hard seats, the a kind of TV entertainment supplied and of course about leg space. Once again, business class passengers tend to complain less, as do passengers on newer planes. There seems to be universal satisfaction with flat beds which are only available to upper class passengers.
As usual, food is a common cause of complaint, being described by same passengers as awful, boring or inedible. Experienced caterers are probably familiar with complaints that can hardly ever be avoided. However there is much praise for the South African wines that are offered.
After the equipment and food the next most common area of comment is staff, particularly cabin crew and check-in personnel. Some passengers find the staff warm, friendly and efficient; others complain that they are surly and rude. One passenger complained that a check-in official walked away in the middle of a conversation, and another that cabin crew staff unceremoniously pushed passengers standing in the aisle. Such poor manners can be costly.
Complaints about staff and about aircraft appear to come in about equal measure. Considering that a smile costs nothing and a new aircraft costs several millions of dollars, it would seem to be common sense to put money into assuring that staff on saa flights are always smiling, friendly, polite and thoughtful.
In the course of a year compliments and negative comments are about equal. Some passengers are very content with the service, and after giving ratings of ten out of ten, state that they will fly again with SAA. Others are less complimentary and offer ratings of only two out of ten. Such variety of response is a good sign because it suggests that the feedback being obtained is honest, and a good indication of what to improve, and what to maintain.
Unsurprisingly, responses are usually negative when some unexpected delay or problem has been experienced. Such events are usually beyond the control of the airline, so it may be unreasonable for passengers to blame it for the mishaps. Such is human nature, and the airline would do well to be ready for such things. A rapid response team could be on hand to reassure passengers when necessary.
Some passengers seem to be familiar with the latest airplane specifications, and they complain when they have been allotted to an old plane. They complain about hard seats, the a kind of TV entertainment supplied and of course about leg space. Once again, business class passengers tend to complain less, as do passengers on newer planes. There seems to be universal satisfaction with flat beds which are only available to upper class passengers.
As usual, food is a common cause of complaint, being described by same passengers as awful, boring or inedible. Experienced caterers are probably familiar with complaints that can hardly ever be avoided. However there is much praise for the South African wines that are offered.
After the equipment and food the next most common area of comment is staff, particularly cabin crew and check-in personnel. Some passengers find the staff warm, friendly and efficient; others complain that they are surly and rude. One passenger complained that a check-in official walked away in the middle of a conversation, and another that cabin crew staff unceremoniously pushed passengers standing in the aisle. Such poor manners can be costly.
Complaints about staff and about aircraft appear to come in about equal measure. Considering that a smile costs nothing and a new aircraft costs several millions of dollars, it would seem to be common sense to put money into assuring that staff on saa flights are always smiling, friendly, polite and thoughtful.
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