Passenger Responses After Saa Flights
Passenger Responses After Saa Flights
South African airways encourages passengers to comment on their experience after taking a saa flight. Such passenger feedback can be a vital resource for training cabin crew. In addition, the airline can gauge how to proceed in other areas such as the purchase of new aircraft.
Responses are varied. Some passengers give very low ratings of two out of ten, and others are very happy with the service and rate the trip as ten out of ten. Such variations are a positive sign because they indicate the authenticity of feedback. In some cases such feedback can be extremely skewed, for example when responses are manipulated in some way.
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.
The aircraft themselves, and particularly the age of the aircraft come in for much comment. Some passengers complain about hard seats and TV screens, particularly when they perceive the plane to be old. However, the old adage applies that the more you pay the more pleased you will be with what you have paid applies for. Some very positive comments come from business class passengers who particularly enjoy the flat beds and attentive service from cabin crew.
Some passengers describe the food as awful and boring, and others are completely satisfied with it. However, one area of cuisine on SAA that comes in for much praise is the choice of South African wines on offer.
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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