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South African Airways scoops coveted customer satisfaction awards

JOHANNESBURG, 15 July 2014.  South African Airways (SAA) has been named the Best Airline Africa for the twelfth consecutive year. Feedback from SAA’s customers also ensured that SAA walks 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, today.

“The fact that these awards are directly based on customer surveys makes 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 flight path.”

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 carriers.

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 rating, 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.

“This award is a direct affirmation by our customers who are able to discern the high standard of our service offering to them. Nothing surpasses customer endorsement and for that reason we are extremely elated. This will motivate us more and will serve as 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.


About South African Airways

South African Airways (SAA), Africa’s most awarded airline, operates to 40 destinations worldwide.
In its domestic market SAA has an extensive schedule operating 554 flights in total per week between Johannesburg – Cape Town, Durban, East London and Port Elizabeth, from its Johannesburg hub, as well as code-shared flights between Lanseria – Cape Town and Durban. SAA offers more frequencies than any other airline in South Africa.

Regionally, SAA offers 24 destinations across the African continent including Abidjan, Accra, Blantyre, Brazzaville, Cotonou, Dakar, Dar es Salaam, Douala, Entebbe, Harare, Kinshasa, Lagos, Libreville, Lilongwe, Livingstone, Luanda, Lusaka, Maputo, Mauritius, Nairobi, Ndola, Pointe Noire, Victoria Falls and Windhoek.
SAA’s international network creates links to all major continents from South Africa through 10 direct routes and code shares, with daily flights from Johannesburg to London (Heathrow), Frankfurt, Munich, Mumbai, Perth, Hong Kong, Beijing, New York, Washington, and Sao Paulo. SAA has codes share agreements with 29 other airlines across the markets it serves. The airline has extended its code share agreement with Mango, its low cost operator, to also include coastal cities in South Africa (between Johannesburg and Cape Town, Durban, Port Elizabeth and George), as well as Johannesburg – Bloemfontein; Cape Town - Bloemfontein and Cape Town  - Port Elizabeth.

SAA’s core business is the provision of passenger airline and cargo transport services together with related services, which are provided through SAA and its four wholly owned subsidiaries: SAA Technical; Mango its low cost carrier; Air Chefs, the catering entity of SAA and South African Travel Centre (SATC).
SAA is a Star Alliance member which offers more than 21,900 daily flights to 1,328 airports in 195 countries. SAA is the winner of the 'Best Airline in Africa’ Award in the regional category for eleven consecutive years. Mango and SAA hold the number one and number two successive spots as South Africa’s most on-time airlines.

For more information contact:

Tlali Tlali  (Mr)                                                                         
SAA spokesperson                                                                                                         
Mob:     +27 82 333 3880                                                    

Twitter: @flysaa