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CSS - SAA Employees Survey: View Response #27

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Your Occupation


Date of Travel


Flight #

sa 578

Class of Travel and Seat #

11 d

Duty Travel Booking Process

  Poor Average Good
How satisfied were you with the Approval process? 
How satisfied were you with the travel confirmation process? 
How efficient were the Travel Office personnel? 

Please provide us with reasons for your selected response.

Duty travel should be subject to a different process than vacation travel. it should confirmed and non offloadable as staff are travelling for the business of the company.

How would you rate your experience at Check-in at the Airport

  Poor Average Good
How would you rate the Check-in service? 
Waiting time at Check-in: 
Grooming standards of Check-in personnel: 
Friendliness and Professionalism at Check-in: 
Staff Efficiency during Check-in: 

Do you have more feedback for the Check-In Team?

I was booked and confirmed on sa578 on the 28Feb at 18h40. I was checked in with my luggage on board and sitting in my allocated seat. Passengers were still boarding when the ramp agent came on board and asked me to get off the flight. I was told that my seat was needed for a metro fm dj who missed the 3pm flight. procedure is that confirmed duty travel is only displaced for denied boarding passengers who are booked on the same flight not for standby passengers from another flight. SA578 was the last flight of the evening. I had to make my own arrangements for transport and accommodation for the night. A jumpseat should have been arranged if my seat was needed, but it was given to other staff. I have no issue with being displaced from a flight for genuine revenue passengers when policy and procedure is followed. 

How would you rate the Boarding and Departure service?

  Poor Average Good
Boarding information (signage) 
Boarding announcements 
Grooming standards of the gate personnel 
Friendliness and Professionalism 
Boarding efficiency 
Priority Boarding 
Your overall Boarding and Departure experience 

Was your departure on time?


If delayed, were you kept informed?


Please provide additional comments, if any:


Inflight Service: Cabin Crew

  Poor Average Good 
Friendliness of our Cabin Crew 
Grooming standards of Cabin Crew 
Communication Skills 
The night service provided by the Crew (where applicable) 
The cleanliness of the toilets and cabin 
The overall service quality standards of our Cabin Crew 

Additional Comments:

I did not get to rate the crew as I was offloaded

Inflight Service: Food and Beverage

  Poor Average Good
The Beverage Selection 
The menu options and availability 
The presentation of the meals 
The overall food and beverage service system 

Any advice or recommendation for improvement?


Arrival & Baggage Services

  Poor Average Good  
Staff presence at the exit doors 
Staff assistance 
Baggage delivery times 

Is there anything else you would like to share with us concerning your travel experience?

We need to relook at our duty travel policy

Thank you for taking time to complete this survey.

South African Airways Service Research Team


Created at 3/4/2016 9:53 AM by Shabnam Vadachia
Last modified at 3/4/2016 9:53 AM by Shabnam Vadachia