South African Airways today is a major player in the global village. One of the major thrusts of the airlines vision for the future is continued global expansion in conjunction with strategic airline partners. We understand that todays customers want high levels of customer service, not just on board but also regarding check-in and frequency of flights available to most major destinations.

MISSION STATEMENT

South African Airways is Africas leading airline. Our mission is to be the carrier of choice in the markets we serve. On 1 April 1999 South African Airways formerly a division of Transnet, entered a new era of privatization and was renamed South African Airways (pty) Ltd.

MESSAGE FROM THE CEO AND PRESIDENT

Enhancing your Travel Experience

One of the mission critical aspects of transforming SAA into a world-class airline has been the emphasis placed on passenger services. From the moment you, the passenger, enters the airport to the moment you leave your destination point, SAAs Global passenger Services is there to ensure that your travel experience is as pleasurable and stress-free as possible.  

Historically airlines paid scant attention to the negative physical and psychological impact on passengers standing in long queues at check-in countries or similar frustrations when retrieving their luggage after a flight. The focus now, however, is on managing these processes so that the entire travel experience is as relaxed, pleasant and trouble-free as possible.

Anything that touches the customer i8s our responsibility and we take that responsibility extremely seriously. Our challenge is to ensure that everything contributing to your experience on the ground, be it check-in, aircraft handling from a baggage onload/offload point of view or even apron services, such as bussing, meets above-average standards.

Central to this process has been SAAs multi-million rand investment in customer facilities at airports. SAA has therefore established a seamless and linear service for our premier customers, starting with pre-check-in services in which high-value customers are contacted to check on special needs or meal preferences before coming to the airport.

The entire process is managed seamlessly to minimize customer discomfort and to enhance the travel experience from SAAs curb-side concierge check-in service, through dedicated immigration, to the First Class lounges, and finally, onto the aircraft.

The same principle is being carried into SAAs Business Class, where business travelers require 24x7 communication and information facilities such as phones, faxes and Internet connectivity. Additionally, SAAs Business Class lounges have been designed so that you can experience these facilities without your being separated from family members traveling with you.

Customer lounges at Johannesburg International and Durban Airports were developed over that past 18months at a cost of R13million. Five more domestic facilities are to be developed this year, as is the groundbreaking SAA lounge facility at Londons Heathrow Airport, which comes on stream this year.

alloggio alberghi MakatiWith the lounges completed this year, the strategy going forward is to concentrate even further on service. I know we are not there yet, but we are making significant headway. 

Andre Viljoen