Airlines need to do more to satisfy customers

FOR many years, the
airline industry has taken a
customer-centric approach
to business but it has
somehow landed itself at
the bottom of the SA
Customer Satisfaction Index.
The results were released
in June.
FlySafair marketing vp,
Kirby Gordon, said there
needed to be a change of
spirit in the industry. “In an
era where passengers can
be incredibly cruel to airlines,
the industry needs to adapt,”
he said. He was referring to
the expectations passengers
have of airlines. While there
has been a general decrease
in the price of local airfares,
there has been an increase
in the amount of passengers
travelling. “We have more
people to please with less
money to please them.”
In light of this, Kirby
said airlines needed to
focus on what passengers
really wanted, such as the
availability of connectivity
and technology. “We need to
adapt our business model
to give people more options,
while maintaining our
integrity as an industry.”
The number-one most
popular item bought online
in South Africa is books
and the second is airline
tickets. “South Africans have
a strong desire to travel but
they expect the absolute
best from airlines. This gives
the industry an opportunity
to up its game.