South African Airways (SAA) has for the twelfth consecutive year named Best Airline Africa as feedback from the airway’s customers. also
ensured that it walked away with the Best Airline Staff Service Africa
award for the third time.
The awards were presented at the Skytrax World Airline Awards ceremony in London.
“The fact that these awards are directly based on customer surveys
make them the benchmarks of airline excellence,” says Monwabisi
Kalawe, CEO of SAA.
“Customers are undoubtedly the heartbeat of any
business, and Excellent Customer Service is one of the five strategic
objectives of our long-term turnaround strategy, Gaining Altitude: to
be rated so highly by our customers testifies that we are on the right
The awards are based on a consumer satisfaction survey conducted each
year by Skytrax, an independent aviation research organisation. This
year, the survey elicited responses from 18-million business and
leisure air travellers from 160 countries, covering more than 200
airlines, from the largest international airlines to smaller domestic
The online survey is open for a 10-month period, giving passengers an
opportunity to rate their experience in the air and on the ground. It
measures satisfaction across 41 key performance indicators of airline
front-line product and service, including check-in, boarding, on-board
seat comfort, cabin cleanliness, food, beverages, inflight
entertainment and staff service.
“SAA is the airline with the most awards across the whole of Africa;
for example, in January we retained the Skytrax 4-Star Airline
ranking, for the 12th year in a row. SAA is the only carrier on the
African continent to achieve this high level 4-Star Airline rating,
which certifies the good quality of the service we offer across all
travel categories,” concludes Kalawe. “But to be singled out directly
by our customers is worth everything to us, and a great foundation on
which to build an even better airline.”
Early in May, the youth of South Africa voted SAA as the ‘Coolest’
Domestic Airline as part of the 2014 Sunday Times Generation Next
Awards. The award ceremony, held in Johannesburg, saluted South
Africa’s most popular brands, products, celebrities and sport stars –
as voted for by the country’s eight to 22-year olds.