Do You Have Something to Say?
Let us know what is on your mind by sending an email to customercare@flyexpress.aero.
**Letters may be edited, shortened or translated from their original language.**
The writer of the winning letter in the September edition of **Indwe** will receive a High Sierra backpack valued at R995.
Outdoor luggage brand, High Sierra, has recently launched in South Africa. This robust travel luggage will inspire your everyday adventures in life, whether you’re out enjoying nature or doing daily urban activities. The range offers a wide assortment of active outdoor gear, urban backpacks and rugged luggage. The High Sierra Scrimmage Backpack is feature-packed, with a fully padded Cushion Zone compartment that fits most 17” laptops, a premium organiser compartment with multiple pockets, and a unique Suspension Strap System that helps absorb the weight of heavy files and other gear. High Sierra is available at leading luggage stores nationwide. For a stockist near you, call +27 31 266 0620.
Dear SA Express
I recently had a flight booked to travel from Durban to East London at 16h50, but very nearly didn’t make it. There was a serious accident on the highway and traffic crawled. I left home at 14h30 and we only reached the airport at 16h35, 15 minutes before take-off. I arrived at the check-in desk to find one lady, Ms Kavita Nurudhraj, still there. I explained my reason for being late and she immediately responded. She arranged to get the Captain’s permission for me to board, and then arranged for someone to be at the gate, as well as a special shuttle to take me to the plane. And we left on time!
I couldn’t believe the helpful, humane and efficient support I received from everyone, but especially Ms Nurudhraj. She kept calm, walked with me (I am 74 and diabetic) and helped me through. It would have been so easy for the airline to be strictly bureaucratic but no, the customer was put first. This was the last flight of the day to East London and, had I missed it, I would have been penalised through no fault of my own.
I wish to highly commend Ms Nurudhraj for her attitude and efficiency, and to thank everyone for the support given to me.
Dr Lorraine Lawrence
Congratulations to Lorraine Lawrence, who wrote our winning letter this month. She has won a High Sierra backpack valued at R995.
Dear SA Express
Online check-in and the printing of one’s own boarding pass have been available on certain foreign airlines since the early 2000’s. In our country it was introduced by SAA, Comair and 1Time in 2010/2011.
However, many smaller airlines have not yet rolled out online check-in and self-printing of boarding passes on routes outside of the so-called golden triangle route (Cape Town – Johannesburg – Durban). So in January 2012, I challenged SA Express to provide this online functionality to its passengers travelling out of George Airport. Four months later they responded by allowing us to print our own boarding passes when travelling on this route.
In February 2013 I wrote to their CEO, Inati Ntshanga, requesting him to also enable online check-in and self-printing of boarding passes for passengers travelling on his airline out of Windhoek and Walvis Bay. He replied saying that SA Express would have to wait for SAA to assist them in this regard. It took another 18 months, but it was finally confirmed this month that self-printing of SA Express boarding passes for flights out of Windhoek and Walvis Bay Airports has now become a reality.
I have also requested SA Express to implement a similar online functionality for the Kimberley and Hoedspruit routes. Kimberley came online in June 2014. Hoedspruit is yet to be confirmed (private ownership of the airport seems to complicate matters).
I would like to thank Mr Ntshanga and his dedicated staff for their continued efforts in this regard. By finally providing this online service on all of their domestic routes, as well as on their Namibian ones, they have shown that they take their passengers’ requests seriously.
Well done, SA Express!
Rudolph Odendaal
To Management
I flew into a cloudy and cool Bloemies today. I do not do this too often and scheduled a meeting with a potential client. The meeting was not what I expected, and turned out to be somewhat disappointing.
However, on arrival back at the airport many hours before my scheduled departure, Emma at your desk in Bloemfontein made my day.
With a welcoming smile and a great response, she assisted me in getting back to my business in Johannesburg earlier and to thus feel better about lost time. Thank you for an awesome customer service experience.
We can definitely learn from each other, and I will try to replicate her positive attitude wherever I go.
Regards
Wade Shaw
Wade Shaw
0 comments :
Post a Comment