British Airways and kulula.com make a spectacular service excellence showing
Jo'burg: It was a good end to 2009 for Comair Limited, operator of British Airways in South Africa and kulula.com, when the company scooped an array of commendations at the ACSA Feather awards, held in December. These awards were in addition to those achieved in November, when British Airways in South Africa and kulula were awarded the top two spots in the airline category of the Ask Africa Orange Index 2009 service excellence awards.
For the ACSA Feather Awards, British Airways took home the coveted Best Full Service Airline award at the three leading airports in South Africa - Durban, OR Tambo and Cape Town International Airports, while kulula.com scooped the Best Low Cost Airline awards at both Port Elizabeth and George airports.
The annual awards, held by Airports Company South Africa (ACSA), recognise airlines' service excellence at all ACSA airports. The awards are the result of customer perception-based surveys that are conducted throughout the year on a quarterly basis. These include face-to-face interviews and "mystery shopper" appraisals.
Using rigorous qualitative and quantitative research methods, fifty percent of the evaluation takes cognisance of four service elements:
- Efficiency of airline staff;
- Courtesy and helpfulness of airline staff;
- Friendliness of airline staff;
- Passenger assessment of baggage delivery of airline.
The other fifty percent uses ACSA's Quality Management System to evaluate:
- Baggage delivery times;
- Check-in queuing times (waiting and processing)
- Boarding times (waiting and processing)
- On-time performance.
Says Heidi Brauer, Comair's Executive Manager for Group Marketing, "At Comair, customer experience is a daily focus and we recognise that it is essential to our company's success, especially during these tough economic times. We constantly strive to improve service excellence, we are pleased that our customers recognise that we go the extra mile to give them the excellent flying experience that they deserve."