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CSS for SAA Employees on Duty Travel February 2016

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1. Your Occupation

 CEO / Board Member
 0 (0%)  
 General Manager
 3 (4%) 
 
 Executive / HOD
 8 (11%) 
 
 Senior Manager
 10 (13%) 
 
 Specialist
 13 (17%) 
 
 Manager
 14 (19%) 
 
 Non-Management Employee
 24 (32%) 
 
 Graduate
 1 (1%) 
 
 Intern
 0 (0%)  
 Other
 2 (3%) 
 
Total: 75

2. Date of Travel

 11/6/2015
 1 (1%) 
 
 8/12/2015
 1 (1%) 
 
 11/10/2015
 1 (1%) 
 
 11/19/2015
 1 (1%) 
 
 10/9/2015
 1 (1%) 
 
 10/5/2015
 2 (3%) 
 
 11/12/2015
 1 (1%) 
 
 11/14/2015
 1 (1%) 
 
 11/9/2015
 1 (1%) 
 
 11/3/2015
 1 (1%) 
 
 10/14/2015
 1 (1%) 
 
 11/20/2015
 1 (1%) 
 
 10/22/2015
 1 (1%) 
 
 8/21/2015
 1 (1%) 
 
 10/24/2015
 1 (1%) 
 
 9/27/2015
 1 (1%) 
 
 10/19/2015
 1 (1%) 
 
 2/10/2016
 2 (3%) 
 
 1/15/2016
 1 (1%) 
 
 2/27/2016
 1 (1%) 
 
 2/17/2016
 1 (1%) 
 
 1/26/2016
 1 (1%) 
 
 2/22/2016
 1 (1%) 
 
 2/29/2016
 4 (5%) 
 
 2/28/2016
 1 (1%) 
 
 3/2/2016
 1 (1%) 
 
 3/4/2016
 2 (3%) 
 
 2/3/2016
 1 (1%) 
 
 3/1/2016
 1 (1%) 
 
 2/25/2016
 1 (1%) 
 
 3/8/2016
 1 (1%) 
 
 2/14/2016
 1 (1%) 
 
 3/7/2016
 1 (1%) 
 
 3/9/2016
 1 (1%) 
 
 3/17/2016
 2 (3%) 
 
 3/25/2016
 1 (1%) 
 
 4/4/2016
 3 (4%) 
 
 4/6/2016
 1 (1%) 
 
 4/5/2016
 2 (3%) 
 
 4/8/2016
 1 (1%) 
 
 4/11/2016
 2 (3%) 
 
 4/7/2016
 1 (1%) 
 
 4/13/2016
 1 (1%) 
 
 4/29/2016
 1 (1%) 
 
 4/25/2016
 1 (1%) 
 
 4/20/2016
 1 (1%) 
 
 4/17/2016
 1 (1%) 
 
 5/28/2016
 2 (3%) 
 
 5/16/2016
 2 (3%) 
 
 5/31/2016
 3 (4%) 
 
 5/5/2016
 1 (1%) 
 
 4/23/2016
 1 (1%) 
 
 5/26/2016
 1 (1%) 
 
 5/30/2016
 1 (1%) 
 
 5/23/2016
 1 (1%) 
 
 6/10/2016
 1 (1%) 
 
 6/24/2016
 1 (1%) 
 
 6/21/2016
 1 (1%) 
 
 6/14/2016
 2 (3%) 
 
Total: 75

3. Flight #

 SA534
 1 (1%) 
 
 SA 0363
 1 (1%) 
 
 SA528
 1 (1%) 
 
 SA236
 1 (1%) 
 
 SA 264, SA 265, LH2218, LH2217
 1 (1%) 
 
 LH400
 1 (1%) 
 
 SA281
 2 (3%) 
 
 SA060
 2 (3%) 
 
 SQ478
 1 (1%) 
 
 SA186
 1 (1%) 
 
 307
 2 (3%) 
 
 332
 1 (1%) 
 
 SA316
 1 (1%) 
 
 SA363
 1 (1%) 
 
 SA203
 1 (1%) 
 
 sa264
 1 (1%) 
 
 sa369
 1 (1%) 
 
 sa208
 1 (1%) 
 
 SA307
 1 (1%) 
 
 SA575
 1 (1%) 
 
 173
 1 (1%) 
 
 sa161
 1 (1%) 
 
 SA088
 1 (1%) 
 
 SA260
 1 (1%) 
 
 SA209
 1 (1%) 
 
 532
 1 (1%) 
 
 sa 578
 1 (1%) 
 
 SA542
 1 (1%) 
 
 SA 307
 1 (1%) 
 
 SA378
 1 (1%) 
 
 555
 1 (1%) 
 
 jnb to cpt
 1 (1%) 
 
 SA222
 1 (1%) 
 
 sa260
 1 (1%) 
 
 JNB - CPT - LONDON - JNB
 1 (1%) 
 
 SA234
 1 (1%) 
 
 SA096
 1 (1%) 
 
 sa 480
 1 (1%) 
 
 SA264
 1 (1%) 
 
 sa530
 1 (1%) 
 
 SA352
 1 (1%) 
 
 SA 184
 1 (1%) 
 
 SA343
 1 (1%) 
 
 SA1701
 1 (1%) 
 
 06 00 johannesburg to cape town
 1 (1%) 
 
 SA286
 2 (3%) 
 
 SA334
 2 (3%) 
 
 SA302 / SA343
 1 (1%) 
 
 SA332
 1 (1%) 
 
 EK768
 1 (1%) 
 
 ek 766
 1 (1%) 
 
 SA369
 1 (1%) 
 
 SA303
 2 (3%) 
 
 SA476
 1 (1%) 
 
 286
 1 (1%) 
 
 SA223
 1 (1%) 
 
 SA280
 1 (1%) 
 
 SA056
 1 (1%) 
 
 SA471 (5/30/2016); SA420(5/31/2016)
 1 (1%) 
 
 222
 1 (1%) 
 
 SA287
 1 (1%) 
 
 SA235
 1 (1%) 
 
 475/480
 1 (1%) 
 
 SA 534
 1 (1%) 
 
 SA327
 1 (1%) 
 
 8480 and 8489 airlink
 1 (1%) 
 
 SA419
 1 (1%) 
 
 SA207 DKR
 1 (1%) 
 
 SA 207
 1 (1%) 
 
Total: 75

4. Class of Travel and Seat #

 YC 17F
 1 (1%) 
 
 Economy
 6 (8%) 
 
 economy 16a
 1 (1%) 
 
 Premium 6G
 1 (1%) 
 
 Economy 57C, 52D, 2D, 2D
 1 (1%) 
 
 Business - 23A
 1 (1%) 
 
 J
 1 (1%) 
 
 Business 3H
 1 (1%) 
 
 Y 35D
 1 (1%) 
 
 Business
 2 (3%) 
 
 Economy
 1 (1%) 
 
 economy - 69K
 1 (1%) 
 
 Jump seat
 1 (1%) 
 
 ECONOMY
 5 (7%) 
 
 3C, Business class
 1 (1%) 
 
 R 6G
 1 (1%) 
 
 j class 6d
 1 (1%) 
 
 business class
 1 (1%) 
 
 Business - 2A
 1 (1%) 
 
 Economy 14E
 1 (1%) 
 
 business 5A
 1 (1%) 
 
 Economy 52D
 1 (1%) 
 
 Business Class
 4 (5%) 
 
 Y 16F
 1 (1%) 
 
 11 d
 1 (1%) 
 
 Economy 15F
 1 (1%) 
 
 economy 11F
 1 (1%) 
 
 economy
 2 (3%) 
 
 3K
 1 (1%) 
 
 R
 1 (1%) 
 
 Premium
 1 (1%) 
 
 Y - 11C
 1 (1%) 
 
 C
 1 (1%) 
 
 economy aisle seat
 1 (1%) 
 
 27B
 1 (1%) 
 
 JUMPSEAT
 1 (1%) 
 
 Economy 8B
 1 (1%) 
 
 economy
 1 (1%) 
 
 Economy 63H
 1 (1%) 
 
 ECONOMY 28D
 1 (1%) 
 
 Economy 47E
 1 (1%) 
 
 ECONONY CLASS 24B
 1 (1%) 
 
 BUSINESS
 1 (1%) 
 
 BUSINESS 10E
 1 (1%) 
 
 YC 30D
 1 (1%) 
 
 26B
 1 (1%) 
 
 Business A3
 1 (1%) 
 
 Economic
 1 (1%) 
 
 Business 4D
 1 (1%) 
 
 R
 2 (3%) 
 
 Business
 1 (1%) 
 
 C, 2A
 1 (1%) 
 
 Business - 04D
 1 (1%) 
 
 Business class 3K
 1 (1%) 
 
 Business Class 4H
 1 (1%) 
 
 economy 20F
 1 (1%) 
 
 19A
 1 (1%) 
 
 economy 8c
 1 (1%) 
 
 N 29B
 1 (1%) 
 
 Business Class 1K
 1 (1%) 
 
Total: 75

5. Duty Travel Booking Process

  
Poor
Average
Good
(%)75212344
How satisfied were you with the Approval process?
 
 
  
 
  
 
  
 
  
 
 12345
(%)115232833
How satisfied were you with the travel confirmation process?
 
 
  
 
  
 
  
 
  
 
 12345
(%)15153247
How efficient were the Travel Office personnel?
 
 
  
 
  
 
  
 
  
 
12345
Total: 75

6. Please provide us with reasons for your selected response.

 This was a last minute travel request from DUR. But the travel application was processed without delay. Received confirmation on the same day
 1 (2%) 
 
 There is too much red tape on the process. Being on standby while on duty travel is incomprehensible.
 1 (2%) 
 
 The approval process is almost always a challenge. Duty travel should be confirmed and not standby as this is for work and not vacation. The travel personnel are fantastic.
 1 (2%) 
 
 Totally automated form my side with promt sending of ticket/hotel details by Industry Travel. All very smooth.
 1 (2%) 
 
 It took some time to get appoval to go to the Airbus Digital Solutions Symposium. Flying tickets was done quikly but only standby.
 1 (2%) 
 
 Quick and efficient once approved in SAP
 1 (2%) 
 
 Easy and efficient Alternate options and costs for regional tickets provided
 1 (2%) 
 
 N/A
 1 (2%) 
 
 The communication between SQ and SA was lengthy and took time.
 1 (2%) 
 
 We had a changed flight due to an urgent matter and the duty travel staff went over and beyond their call of duty to accommodate the changes
 1 (2%) 
 
 We travelled on Duty yet our SAA could not give us a confirmed seat.
 1 (2%) 
 
 getting duty travel approved and getting e-ticket is never a seemless processs. Our co-ordinator continuously has to call and follow up where the hold up is for the approval on SAP. this results in late confirmation of duty travel e-ticket and hotels etc. sometimes the hold up is at the travel office where one has to continuously follow up for confirmations
 1 (2%) 
 
 TICKET OBTAINED ATLEAST 24HRS PRIOR MY DEPARTURE ON THE FREIGHTER FLIGHT AS A LOADMASTER
 1 (2%) 
 
 The booking was made for sa363 but to my surprise at check in the ticket issued was not made , i had to catch our own SA6831 22/08/15 to cape town and needed to be fresh for sa6740 the next day , i was so axuasted .
 1 (2%) 
 
 xx
 1 (2%) 
 
 5
 1 (2%) 
 
 well its impossible to get a confirmation unless you a pilot even though i have almost 20 years service. you are always waitlisted despite seets being open.
 1 (2%) 
 
 No confirmations for business class on an international trip for management. The approval process takes time and the traveller end up loosing time in making proper arrangements
 1 (2%) 
 
  The Duty Travel Office is exceptional in their attitude to their work, their efficiency in arranging the travel and their attitude to their customers - Excellent team!
 1 (2%) 
 
 It was greatly done
 1 (2%) 
 
 The approval from my boss was instant and the duty travel office immediately made the bookings for me.
 1 (2%) 
 
 I received my tickets at the very last minute in drips and drabs.
 1 (2%) 
 
 Was done ahead of time and processed in advance of travel
 1 (2%) 
 
 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.
 1 (2%) 
 
 Being duty travel, I believe that we should get confirmed and not be placed on standby.
 1 (2%) 
 
 I BELIEVE THAT WHEN ON DUTY TRAVEL ONE SHOULDNT BE ON STANDBY BUT SOHULD BE CONFIRMED
 1 (2%) 
 
 The process is tedious and I had to constantly remind management that the process is still not approved and booking was only made the afternoon before travel and only after I enquired about the booking
 1 (2%) 
 
 Timeous in delivery - ticket issuance and hotel vouchers
 1 (2%) 
 
 if you go on standby you are always insecure. it puts pressure on you and the way you are going to perform. if you have to do a course to managers and reflects on the name of the company if you are late or do not get there.(we are supposed to be professionals ) you have to get up earlier or always have to make the plan for something to happen , and if you do make a decision you will be questioned .
 1 (2%) 
 
 Very impressed that Amanda informed me that day rooms can be booked during long lay-overs.
 1 (2%) 
 
 HAD TO ATTEND TRAINING AT ROLLS ROYCE - DERBY UNABLE TO CONFIRM SEAT WITH POSSABLITY OF TRAINING TO BE CANCELLED. HAD TO RE ARRANGE TO FLY CPT AND THEN FLY BA. BIGGEST PART OF THE FLIGHT HAD TO SIT IN THE AFT. GALLEY
 1 (2%) 
 
 Flight was not confirmed ex JNB and I was required to be at the Caterer the next morning or the travel would not have achieved the required objective.
 1 (2%) 
 
 I feel that if a staff member travel on duty, immaterial of their status, should be upgraded to business class, especially if they travel with management.
 1 (2%) 
 
 the problem was the meal allowance even though the travel booking was fine, so please try to link duty travel and meal allowance payment together because you cannot be away for 3 days without your meal allowance is always late
 1 (2%) 
 
 Processes have become very cumbersome and long winded. Travelling at short notice is virtually impossible. Booking on foreign carriers for onward connections is done separately, instead of in one combined booking. This creates difficulty for the traveller throughout the trip.
 1 (2%) 
 
 My main concern is when is the Travel Office suppose to issue the ticket? I had to send an e-mail to duty travel to ask them to issue the ticket.
 1 (2%) 
 
 Duty travel only sent our tickets after 16:30, a day before travel and tickets were not confirmed.
 1 (2%) 
 
 Hi I am currently on B787 course. The company is paying +/- R150k per student to do the course. Each week we have to be standby and beg for seats to make it on time for the course. The instructor is from Air France they get confirmed seat when they on course. If we are late for class we will miss out on important work. I really think if you on official duty travel and the company is willing to spend so much money on 1 student it would be in the company best interest to give them confirmed seats. If we miss class and fail or even get cut from the course due to the fact that we were late the company will loose their money. So please if you are on duty travel it will be in the company and the students best interest to give confirmed seat. "Knowledge is an investment" don't throw it away.
 1 (2%) 
 
 The confirmation for the SAX tickets did not come through until the very last minute. The process can be improved to allow for confirmation at least a business day before the intended date of travel.
 1 (2%) 
 
 the approval by management is good. the problem is that the seat is a standby seat. you get to the airport extra early to wait. it adds extra stress .
 1 (2%) 
 
 I DID NOT DO BOOKINGS MYSELF, BUT WE RECEIVED CONFIRMATION ONLY AFTER WE PROBED AND IT WAS AFTER FIFTEEN HUNDRED HOURS BOARDING EARLY MORNING SEVEN HUMDRED HOURS.
 1 (2%) 
 
 THE APPROVAL PROCESS IS VERY LONG AND TEDIOUS AND THE TRAVEL CONFIRMATION ONLY COME THROUGH THE EVENING BEFORE DEPARTURE
 1 (2%) 
 
 The process was handled professionally.
 1 (2%) 
 
 Industry travel team were very efficient
 1 (2%) 
 
 The travel approval process is spectacularly slow. Industry travel send the ticket through on e mail at 16:30 or afterwards and I have to sit waiting after office hours for it to arrive as I fly out first thing in the morning. As a result I am placed on standby for all sectors and hence the ticket is NEVER confirmed. The return flights from Jhb to Cape Town are the worst. The implication of being on stby is being bumped off virtually every flight. my original ticket was for 16:00. I managed to get away on the 20:15
 1 (2%) 
 
 The process took about 2 days to be completed, from the initial request until I got the PNR number form Industry travel
 1 (2%) 
 
 I made a booking for 5 tickets and on a second occasion I was double billed. Please can you look into the matter.
 1 (2%) 
 
 I am traveling to KUL with connection on CX flights. However CX flight was book on economy standby. In HKG, I have to get out to departure, go through immigration and custom to waitlist for standby flights. Flight was full and overbook and CX staff were very rode.
 1 (2%) 
 
 Friendliness and warmth of the crew, flight tranquility, finally a very pleasant experience
 1 (2%) 
 
 Request was processed timeously and communicated well ahead of time
 1 (2%) 
 
 Seat confirmation for duty travel should be done immediately if flight is still wide open and not to wait until the last minute (48-72 hrs) before departure.
 1 (2%) 
 
 My travel was approved late however the travel office were very efficient
 1 (2%) 
 
 It's been always a lengthy process in having duty travel application to be approved. If each approval takes 2 days to complete, when there's 2-3 approval required, it will take a week to finish it.
 1 (2%) 
 
 The process was efficient and confirmation received on time
 1 (2%) 
 
 GOOD SERVICE
 1 (2%) 
 
 It was a quick approval process for this planned duty travel trip. Ticket received promptly and seat confirmed before departure due to open flight.
 1 (2%) 
 
 I received a quicker response than previous duty travel trips
 1 (2%) 
 
 we don't have an HOD so the approval doesn't move forward after that. I have to call someone to ask them to move this to the next approver. It would be great if we were able to view the approval process in SAP rather than calling around to see where it is in the process.
 1 (2%) 
 
 The booking was hassle free. received booking details on time.
 1 (2%) 
 
 all efficiently processed
 1 (2%) 
 
 The Approval was done quicker than expected. My return flight was on standby basis whilst the flight had more than 20 seats open when it departed. The Travel Office personnel issued my ticket timeously.
 1 (2%) 
 
 Confirmations are always challenging for business class when travelling on duty. These are only confirmed 24 hours prior to flight departure
 1 (2%) 
 
Total: 62

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

  
Poor
Average
Good
(%)99152047
How would you rate the Check-in service?
 
 
  
 
  
 
  
 
  
 
 12345
(%)59192047
Waiting time at Check-in:
 
 
  
 
  
 
  
 
  
 
 12345
(%)34212844
Grooming standards of Check-in personnel:
 
 
  
 
  
 
  
 
  
 
 12345
(%)97161949
Friendliness and Professionalism at Check-in:
 
 
  
 
  
 
  
 
  
 
 12345
(%)59191948
Staff Efficiency during Check-in:
 
 
  
 
  
 
  
 
  
 
12345
Total: 75

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

 The queues were managed efficiently and the staff member was very cordial.
 1 (2%) 
 
  The check in agents are not as friendly with us as their colleagues especially at OR Tambo.
 1 (2%) 
 
 The Durban Airport staff are always gracious and helpful and courteous when dealing with staff on duty travel.
 1 (2%) 
 
 Very erasy process with a very nice, smart check-in agent
 1 (2%) 
 
 Going from JNB to MUC took normal in standy card but got my seat when passengers started to get in the aircraft. From MUC back to JNB I never know that I will get my seat card for the aircraft and was the last person to get into the aircraft and the close the doors - still open seats available. From MUC to TLS and back no problems.
 1 (2%) 
 
 LH Online Check-in - No Customer Service experienced
 1 (2%) 
 
 Ground Handler - Perth Waited a while to check in while the cabin crew were checking in their baggage at the business class counters with their family members
 1 (2%) 
 
 N/A
 2 (4%) 
 
 You do not provide a button that says N/A. We checked in on line and went straight to the boarding gates!!!
 1 (2%) 
 
 Staff did not smile or endeavour to make any effort to acknowledge me standing in front
 1 (2%) 
 
 Its out of control for the staff at the airport. SAA Rev management should upfront confirm duty travellers.
 1 (2%) 
 
 today was a good day as i had been put on standby earlier and got to the counter once flight was closed - this was in CPT
 1 (2%) 
 
 OBTAINING A CONFIRMED TICKET TO POSITION AS OPERATING CREW(LOADMASTERS - FREIGHTERS WEIGHT & BALANCE) AND SUDDENDLY BEING RELEGATED TO A JUMP-SEAT AT THE BACK/FAR END OF THE AIRCRAFT.
 1 (2%) 
 
 i am not happy with the travel concessions given at the economy class and and the captains travel business we are always given economy with no confirmation
 1 (2%) 
 
 No eye contact, Person seemed to be unhappy being there
 1 (2%) 
 
 5
 1 (2%) 
 
 there was a flight that had only 2 people booked for j class and y class was not fully booked but instesd of checking me in the check in staff made me wait for 3 hours only to load me on the flight where my entire family were seperated and the next flight is open. it seams check in staff are on a power tripand not willing to help. the policies that you ave are most discrimitory in that flight deck crew get checked in or if you know people you get checked in. the staff wait for the last possible minute load you and then you have to run with kids and bags through security to make the flight and if you get held up along the way and a minute late they offload you. Why cant you treat staff with dignity and respect.
 1 (2%) 
 
 General outlook is good and satisfactory
 1 (2%) 
 
 They were chatting amongst themselves.
 1 (2%) 
 
 My feedback is for weekly flights from JNB-DUR Overall staff are treated with distaste - although there are some great check-in agents, overall the experience is not pleasant. Eating at counters, taking cellphone calls and not even acknowledging customers has become a common trend
 1 (2%) 
 
 Great service
 1 (2%) 
 
 The team at the kerbside check-in area are exceptionally customer focused. I have observed them WOW our high value customers with their attention to detail and focus on efficient customer thoughtfulness.
 1 (2%) 
 
 No
 1 (2%) 
 
 Friendly, efficient and very helpful
 1 (2%) 
 
 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.
 1 (2%) 
 
 THE STAFF KNEW THEIR JOB VERY WELL
 1 (2%) 
 
 The process in CPT is efficient and the staff is usually friendly and treats rebate staff with respect. Generally the check in staff at ORT are not interested in assisting duty travel and ignore you and would be dismissive and not helpful. There are some stars among the staff.
 1 (2%) 
 
 Priority boarding? This was non-existent? Please sort out a better system.
 1 (2%) 
 
 The check-in team is very cold and impersonal, upon asking what the chances were to be upgraded, I was not even answered - even though the 25 seated business class had exactly 2 passengers of which one was my manager whom I travelled with.
 1 (2%) 
 
 very helpful and understanding
 1 (2%) 
 
 One lady refused to serve me despite being free (without knowing I was staff) and sent me to the adjacent counter. She was rude and confrontational. Despite being requested to check my bag through to final destination the staff member only checked the bag to MUC. As mentioned earlier, separate bookings create confusion and the staff don't listen to the pax request. (This happens regularly). When I repeated my request the lady that had sent me to her colleague glared at me as if I was being completely unreasonable, even though it had nothing to do with her.
 1 (2%) 
 
 I used the app to check in so didn't have interactions with the staff till the boarding gates.
 1 (2%) 
 
 CPT staff were very friendly and preffessional. Keep up the good work Cape Town
 1 (2%) 
 
 As staff we have to check in at staff counters. Depending on staff available is difficult for them to accommodate everybody. I take my hat off for them. It is not their fault for taking so long to help you but 2 staff cant help everybody with standby tickets. This is unfair to your check in staff. There should be more check inn staff available for staff in O.R Thambo. Thank them for their patience and diligence to help the people as best they can.
 1 (2%) 
 
 SAX Check-in staff can teach SAA check-in staff some valuable touch-point lessons. They treat their colleagues courteously and professionally.
 1 (2%) 
 
 the people at the check in counters , I have always found to be very friendly and helpful.
 1 (2%) 
 
 WELL DONE GUYS KEEPIT UP!!
 1 (2%) 
 
 Although the booking was confirmed for the 13:15 flight the check-in agent in Cape Town argued that the booking was not confirmed and at no time acknowledged that the booing had been confirmed. It was not possible to do on-line check-in even though the booking was confirmed.
 1 (2%) 
 
 THE STAFF AT CPT AIRPORT ASWELL AS THE STAFF AT DUTY TRAVEL CHECK IN WAS VERY ACCOMODATING AND ASSISTED ME IN A PROFESSIONAL AND FRIENDLY MANNER, AS I WAS ON STBY. THIS IS UNFORTUNATELY NOT ALWAYS THE CALIBRE OF SERVICE AFFORDED TO DUTY TRAVEL.
 1 (2%) 
 
 The EK staff were friendly and even though we were not confirmed in business she managed to confirm us in economy and advised us that should the business class seat come available they will load us at the boarding gates and that is what happened.
 1 (2%) 
 
 Please recognise and assist duty travellers when it comes to prioritising standbys
 1 (2%) 
 
 The staff at the airport do not offer their internal customer professional. It always seem like staff are a bother. this needs to be improved.
 1 (2%) 
 
 Once they realized that you are holding staff ticket, their smile varnished. This happened too many times. My luggages were check through to KUL. Upon arrival in HKG, I got scolded because CX staff said I should have not check through my luggage instead I have to recheck my luggage again in HKG. Too much hassle.
 1 (2%) 
 
 Was waiting for visa and curbside assisted me with late check in. Great service
 1 (2%) 
 
 The check in experience particularly at ORTIA was exceptional in terms of attentiveness, friendliness, efficiency and grooming. I indicated to the check in lady that she epitomises the best of what the airline is capable of.
 1 (2%) 
 
 Keep up the good work
 1 (2%) 
 
 Checking in from HK side has been always smooth and efficient
 1 (2%) 
 
 As we are travelling on duty, the standby desk was extremely delayed due to the Check In staff helping another passenger. This process was extremely long and as we were rushing for the flight, it would have been proper to speed the process up.
 1 (2%) 
 
 NO
 1 (2%) 
 
 Online Check in but visited the desk with a colleague
 1 (2%) 
 
 Staff disregard duty travel customers and treat them very poorly
 1 (2%) 
 
 They always willing to help. very happy with the service I receive every time I fly
 1 (2%) 
 
 excellent service from both PLZ and ELS teams (above avergage)
 1 (2%) 
 
 All the above is rated for the JNB check in. The staff counters where both unmanned when wanting to check in. Check-in staff really made me feel like a number.
 1 (2%) 
 
Total: 55

9. How would you rate the Boarding and Departure service?

  
Poor
Average
Good
(%)11213541
Boarding information (signage)
 
 
  
 
  
 
  
 
  
 
 12345
(%)44243137
Boarding announcements
 
 
  
 
  
 
  
 
  
 
 12345
(%)31243339
Grooming standards of the gate personnel
 
 
  
 
  
 
  
 
  
 
 12345
(%)40243537
Friendliness and Professionalism
 
 
    
 
  
 
  
 
 12345
(%)53164036
Boarding efficiency
 
 
  
 
  
 
  
 
  
 
 12345
(%)74133640
Priority Boarding
 
 
  
 
  
 
  
 
  
 
 12345
(%)53173243
Your overall Boarding and Departure experience
 
 
  
 
  
 
  
 
  
 
12345
Total: 75

10. Was your departure on time?

 YES
 59 (79%) 
 
 NO
 16 (21%) 
 
Total: 75

11. If delayed, were you kept informed?

 YES
 10 (13%) 
 
 NO
 9 (12%) 
 
 N/A
 56 (75%) 
 
Total: 75

12. Please provide additional comments, if any:

 N/A
 3 (11%) 
 
 Boarding at OR Tambo and cape Town is not efficient because all passengers use the same entrance.
 1 (4%) 
 
 n/a
 3 (11%) 
 
 Circumstances beyond the control of SAA but explained quickly and pax were kept informaed
 1 (4%) 
 
 No delay.
 1 (4%) 
 
 LH Service very good
 1 (4%) 
 
 No reason provided for the delay of approx 1 hr
 1 (4%) 
 
 Once again you do not provide a N/A button - we had no priority boarding
 1 (4%) 
 
 No feedback - Priority Boarding was a little hectic in that passengers traveling in economy class where also in this que, but we did not wait long.
 1 (4%) 
 
 flight was delayed due to late arrival of aircraft, didnt hear any announcement been made in this regards
 1 (4%) 
 
 NIL-THANKS
 1 (4%) 
 
 The baording and security process at the gate was chaotic
 1 (4%) 
 
 5
 1 (4%) 
 
 gate staff are very unproffessional in jhb
 1 (4%) 
 
 Nil
 1 (4%) 
 
 The priority boarding process is very difficult for the boarding team to manage. It might be due to the pressure of getting everybody on board in order to achieve the on time departure standards. However, the value of the priority boarding facility is lost and it becomes a negative because there is hardly any priority - instead it is a first come first served basis.
 1 (4%) 
 
 BORDING GATE WAS CHANGED
 1 (4%) 
 
 Flight SA260 was a complete disaster, there was a 2 hour delay because half the passengers were stuck in CPT as that flight had a technical. This information was poorly communicated to passengers in general, there was no staff at the boarding to explain the situation to the staff and the poor flight attendants got the brunt of the complaint on board. This poor communication left many passenger unhappy and worried about their connecting flights.
 1 (4%) 
 
 There was no priority boarding.
 1 (4%) 
 
 n/a
 1 (4%) 
 
 LATE BUY JUST FIFTEEN MINUTES.
 1 (4%) 
 
 Flying on a duty travel rebate ticket is a nightmare. Nothing is confirmed even though one is on duty. I was bumped off flight after flight and trying to get from Jhb to Cpt.
 1 (4%) 
 
 Execlllent service all round
 1 (4%) 
 
 NA
 1 (4%) 
 
Total: 28

13. Inflight Service: Cabin Crew

  
Poor
Average
Good
(%)311127554
Friendliness of our Cabin Crew
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)01536534
Grooming standards of Cabin Crew
   
 
  
 
  
 
  
 
  
 
 12345N/A
(%)131529493
Communication Skills
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)131328487
Helpfulness
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)13982455
The night service provided by the Crew (where applicable)
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)1715243519
The cleanliness of the toilets and cabin
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)131228524
The overall service quality standards of our Cabin Crew
 
 
  
 
  
 
  
 
  
 
  
 
12345N/A
Total: 75

14. Additional Comments:

 The announcements were not clear.
 1 (2%) 
 
 There is general insecurity in the organisation due instability at the top which leads to reduced commitment.
 1 (2%) 
 
 n/a
 1 (2%) 
 
 Not required
 1 (2%) 
 
 All was done well.
 1 (2%) 
 
 LH Offer a very good service
 1 (2%) 
 
 Only the mattress portion was taken out of the over head stowage and not the duvet. I had to ask for duvet This seemed to have been an effort No visibility of staff through out the night checking on pax
 1 (2%) 
 
 N/A
 2 (5%) 
 
 This was a Singapore Airlines flights not an SAA flight. Rephrase your "overall service quality standards of OUR Cabin Crew. SAA cabin crew should go for lessons at Singapore about caring, professionalism, friendly, on duty all night etc.... THERE IS NO CAMPARISON.
 1 (2%) 
 
 The Crew onboard were very good, but do not go beyond the required services to be performed.
 1 (2%) 
 
 when we boarded staff were in galley chatting aft of aircraft - 2 guys. on decent there was a group of chinese travellers who continued to use their tablets (3 of them) until we parked at OR Tambo. the crew did not come back to ask them to switch off and they did not switch off as they obviously did not understand the announcement - i did bring this to the purser attention on disembarking
 1 (2%) 
 
 NIL - THANKS
 1 (2%) 
 
 good
 1 (2%) 
 
 Probably the worst flight that I have had in 41 years in the airline business
 1 (2%) 
 
 5
 1 (2%) 
 
 some of your cabin crew are stars value them
 1 (2%) 
 
 Toilet was full of water on the floor and the door was not lockable, yet no indication from crew not to use the same toilet
 1 (2%) 
 
 on average across weekly flights service is great, overall service, professionalism and friendliness from crew is excellent.
 1 (2%) 
 
 The crew ate there to ensure safety and they make it very clear. However, times are changing and our competitors are changing with the times. Our crew can be exceptionally good, and yet they can be very bad. Not every black person speaks our local vernacular languages, let us stick to English unless if the passenger changes to the vernacular.
 1 (2%) 
 
 I did not get to rate the crew as I was offloaded
 1 (2%) 
 
 The standard varies from flight to flight.
 1 (2%) 
 
 I have never had any complains they always go out of there way to accommodate me on the journeys I have had. they are great.
 1 (2%) 
 
 Crew seemed to be unfamiliar with each other
 1 (2%) 
 
 I must say, I was very underwhelmed with the service in business class on flight260. The crew were friendly yes, but did they actually know the procedures of the service. They were all over the place especially for the breakfast service, the poor girl was running around like a headless chicken. I was quite worried that they wouldn't finish everything before landing. Duvets were still on the floor when landing happened. They just lacked timing or efficiency, im not sure which.
 1 (2%) 
 
 BA STAFF UNFRIENDLY SAA STAFF GOOD AND FRIENDLY SERVICE
 1 (2%) 
 
 Just did their duties - must admit Y class was fully booked and flight was just over 2 hours.
 1 (2%) 
 
 I take my hat off to see how good our service has become. Thank you.
 1 (2%) 
 
 they are great people and are always willing to help.
 1 (2%) 
 
 EXCELLENT SERVICE , WELL DONE!
 1 (2%) 
 
 They were excellent!
 1 (2%) 
 
 a strong team
 1 (2%) 
 
 Crew were good and professional
 1 (2%) 
 
 Could be more visible after dinner.
 1 (2%) 
 
 The cabin team for business class were absolutely outstanding. They gave the impression that they had the best job in the world and I believe that the passengers felt it as well. I was blown away.
 1 (2%) 
 
 I made sure not to announce myself as staff so that I could see treatment. The crew treated me well like a normal pax which gave me confidence that they are always efficient
 1 (2%) 
 
 Travelled with my Husband who was seated in 04G. The meal I chose was not available. The last of its selection was kept for the cockpit crew. Elliot the had purser failed to communicate that to me. by then, my husband had completed his main meal and was on his dessert when I attracted Elliot's attention to ask about my meal. He then explained that they ran out of my selection. I told him that it was in "poor taste", to have not communicated it to me, as I could have chosen an alternative. He should not have kept quiet about it. He apologised and brought me the meal he set aside for the cockpit crew.COMMUNICATION IS VITAL. whether its positive or negative. keep the passenger informed. this could make or break the passengers journey.
 1 (2%) 
 
 The crew service was adequate but highly inconsistent. At times the service is good, but on this flight, staff were not friendly and the passenger sitting next to me complained.
 1 (2%) 
 
 NIL
 1 (2%) 
 
 inflight announcements are not consistent across the flights. It's
 1 (2%) 
 
 airlink flight - all good
 1 (2%) 
 
 The crew on this flight were exceptionally good and we found them to be highly efficient and professional. We wished there was uniformity across the various flights.
 1 (2%) 
 
Total: 42

15. Inflight Service: Food and Beverage

  
Poor
Average
Good
(%)14242744
The Beverage Selection
 
 
  
 
  
 
  
 
  
 
 12345
(%)99173331
The menu options and availability
 
 
  
 
  
 
  
 
  
 
 12345
(%)78242735
The presentation of the meals
 
 
  
 
  
 
  
 
  
 
 12345
(%)77282732
The overall food and beverage service system
 
 
  
 
  
 
  
 
  
 
12345
Total: 75

16. Any advice or recommendation for improvement?

 N/A
 4 (10%) 
 
 There is room for improvement here.
 1 (2%) 
 
 I require halaal food and given that I am almost never confirmed I hardly ever get a meal on board. there is also almost never a veg meal available as too few are loaded.
 1 (2%) 
 
 n/a
 2 (5%) 
 
 The food was nice!
 1 (2%) 
 
 Good meal options
 1 (2%) 
 
 Dissapointed to read on the new look menus the choice for LUNCH and Breakfast. We had only just departed from Perth and it was shortly after mid night now we serving lunch? Should this not have been dinner?
 1 (2%) 
 
 They are excellent!!
 1 (2%) 
 
 Did not get my first choice of meal, so had to settle for 2nd.
 1 (2%) 
 
 i do not enjoy the sandwich option but that is my personal preference
 1 (2%) 
 
 I ALWAYS APPRECIATE WHAT AM OFFERED - THANKS
 1 (2%) 
 
 No bread offered, one glass of wine offered
 1 (2%) 
 
 5
 1 (2%) 
 
 take a look at what you competition is serving
 1 (2%) 
 
 acceptable
 1 (2%) 
 
 Economy class food (snacks) are terrible - sweet biscuits with sweet fruit mixture. Business class food is well presented
 1 (2%) 
 
 The crew seem to be in a hurry to finish the meal service, even on a six hour flight to Accra or 14 hours to New York...then they rest and rest and rest and rest. Maybe for flights longer than 4 hours the crew should stagger the service as a standard. Instead of serving the meal to everybody, ask the guests to say when they are ready for their meals. The food quality is satisfactory. Maybe we should introduce more route specific meals for the African destinations?
 1 (2%) 
 
 The breakfast sandwich was very dry hard to eat
 1 (2%) 
 
 The standard of food does not meet the standard of expectation.
 1 (2%) 
 
 Snack on the rye bread is very dry
 1 (2%) 
 
 Not sure if the food was overheated or heated too long
 1 (2%) 
 
 I fly often enough, the crew seemed lost on when to do what when. Who was the Senior on SA260 1st March, they were invisible and they need to take charge.
 1 (2%) 
 
 BA OK SAA GOOD
 1 (2%) 
 
 Not much of a choice between a "chicken" or "vegetarian" sandwich?
 1 (2%) 
 
 I had an odd combination for a veg sandwich - croissant with mozzarella and carrots. My halaal meal on the return flight was a small packet of fruit and nut mix and eet sumore biscuits.
 1 (2%) 
 
 We were served expired biscuits.
 1 (2%) 
 
 they are already at the top of things.
 1 (2%) 
 
 PLEASE SERVE OUR BEVERAGES AS EXPECTED UNDER NORMAL CIRCUMSTANCES: BEER COLD, TEA/COFFEE AS HOT AS POSSIBLE. I WAS PARTICULARLY DISAPPOINTED BUY THE WARM BEER SERVED, IT CAN MAKE PEOPLE VOMIT!!
 1 (2%) 
 
 Great
 1 (2%) 
 
 I as staff don't expect much in terms of a meal. However, it was so embarrassing where SAA continues to serve mini cheddars and fruit and nut mix. A customer next to me yelled at the crew, saying that he paid R3000 for his ticket to get rubbish like that. SAA needs to do something urgently.
 1 (2%) 
 
 I have ordered Muslim meal every time I travelled. Food are normally not good and it was always lamb curry.
 1 (2%) 
 
 in flight snacks missing
 1 (2%) 
 
 SAA must compete on an international scale
 1 (2%) 
 
 The meal was not very appetising and even though we understand it to be a cost-compression initiative, the meal did not fit the service (business class).
 1 (2%) 
 
 NIL
 1 (2%) 
 
 A better meal product is needed. A packet of chips is just not acceptable by premium airline standards
 1 (2%) 
 
 just had a cup of tea ... 30 minute flight (you should have NA options above - as I did not have a meal )
 1 (2%) 
 
 The meals from South Africa were satisfactory but on the return the salad was not fresh and one would have expected better standards from DKR (SA208 18th June)
 1 (2%) 
 
Total: 42

17. Arrival & Baggage Services

  
Poor
Average
Good
(%)1511234515
Staff presence at the exit doors
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)339252832
Staff assistance
 
 
  
 
  
 
  
 
  
 
  
 
 12345N/A
(%)0317173132
Baggage delivery times
   
 
  
 
  
 
  
 
  
 
12345N/A
Total: 75

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

 The DUR staff members waited at the exit door to the airport and failed to direct customers accordingly. As a result, customers proceeded towards the international side instead of baggage collection side. They had to be hailed back. I did not have baggage checked in
 1 (3%) 
 
 Approval can be quicker and we should be confirmed when on duty travel.
 1 (3%) 
 
 Arrival at OR Tambo Domestic varies. there is no consistency of service amongst the different shifts. some staff are spectacular and some are not very nice.
 1 (3%) 
 
 No
 1 (3%) 
 
 At least I could arrance with the Capt Jordaan that I could get a jumpseat if the aircraft is full.
 1 (3%) 
 
 No bag only hand luggage
 1 (3%) 
 
 none
 1 (3%) 
 
 N/A
 2 (5%) 
 
 SAA is far behind on service levels. One flight can be good, next one average, next one poor. SQ IS EXCELLENT ALL THE TIME!!!
 1 (3%) 
 
 The travel experience was statisfactory!
 1 (3%) 
 
 Yes Please can revenue management confirm duty travellers upfront.
 1 (3%) 
 
 was good
 1 (3%) 
 
 CARGO HAS PERSONEL WHO ARE TRAINED/QUALIFIED AS LOADMASTERS FOR FREIGHTERS AND ARE OFTEN REPOSITIONED/PAXED TO PERFORM WEIGHT & BALANCE.IT IS DISTURBING TO HAVE THEM WAITLISTED ON ANY FLIGHT SINCE THEY ARE PART OF CARGO FLIGHT OPERATING CREW OVER AND ABOVE THE CAPTAIN AND CO-PILOT.
 1 (3%) 
 
 n/a
 1 (3%) 
 
 xx
 1 (3%) 
 
 5
 1 (3%) 
 
 your staff are your greatest asset. passengers dont see ceo or managers they dont even see the pilots. treat all your staff equally with respect. stop uniform punishment if a staff member is unruly ban them for x amount of months or years universal punishment never worked. staff flying on holiday have probably save the whole year for the experiece dont make them suffer by letting them wait at check in counters for hours.
 1 (3%) 
 
 Baggage delivery takes too long and bag seem to be mishandled in the process
 1 (3%) 
 
 Most of the time I experience very good service. However the reality is that it is no longer good enough especially for our fare paying passengers who have so many choices. We need to effect a massive step change in our customer thoughtfulness.
 1 (3%) 
 
 We need to relook at our duty travel policy
 1 (3%) 
 
 SAA is brilliant and good company . I work and am a very proud employee. the standby for duty travel is the pressure to get to place and do your job correctly. (and to get back home)
 1 (3%) 
 
 Thank you to SAA Sao Paulo airport staff for the meet and assist - much appreciated!
 1 (3%) 
 
 Our communication with our passengers was quite shocking, explaining the delaying, even I felt frustration.
 1 (3%) 
 
 Not sure why duty travel has to be so last minute? Bookings were done weeks before departure, yet approval/confirmation/ticketing happened a few hours before departure?? ...or, is it a revenue accounting thing???
 1 (3%) 
 
 Please may you kindly prioritise the issue of payment of meal allowance on time because is very unfair
 1 (3%) 
 
 SAA is still the best Airline to travel on.
 1 (3%) 
 
 We waited long at JNB airport for the baggage
 1 (3%) 
 
 my experience was top class.( only please try to confirm duty travel as it causes red faces when you are late and you are representing the company )when you given the boarding pass at the last minute and walk on the aircraft as the last person and everybody looks at you as why you are late. it is not a good reflection of the company (because you are in uniform )
 1 (3%) 
 
 As the trainer and assessor of the of cabin crew for their annual license renewal, I travel up virtually every week on a duty travel ticket. The experience is extremely stressful as the entire ticket is a stby one. Some times I have to organise a jump seat to be able to get home from Jnb to CPT as there is no priority given to a DUTY travel ticket of non management staff.
 1 (3%) 
 
 Traveling with staff ticket (either leisure or duty) was never a pleasure. From confirmation up to arrival, always get second class treatment. If there is an interline connection, it will be ‘double trouble’.
 1 (3%) 
 
 Due to tight connection, we requested colleagues to offer us MAAS, to take us to our connecting flight which would depart in an hour. We've got already confirmation obtained from JNB side. However, when we arrived, the service was not rendered. We're staff, even we couldn't get the service we requested, imagine, if we arrange this to our customer and the service was not given, what will happen? This will be very bad toward our brand image.
 1 (3%) 
 
 No crew staff presence after dinner was served and tables cleared.
 1 (3%) 
 
 One would expect that the cabin crew experience is consistent across all services. On my flight to CPT on 24th the experience was pleasant and the crew were friendly. On my return the following day it was not a nice experience. Talking to other passengers also revealed that cabin crew often are not helpful and at times doe not exhibit our values of customer-centricity. This is definitely an area for improvement.
 1 (3%) 
 
 NIL
 1 (3%) 
 
 Staff are not eager to assist customers.
 1 (3%) 
 
 NA
 1 (3%) 
 
Total: 37

19. Thank you for taking time to complete this survey.

South African Airways Service Research Team

Total: 0