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SAA Cargo CSS September 2015 :Graphical SummaryUse SHIFT+ENTER to open the menu (new window).Open MenuOpen Menu

Customer Satisfaction Survey - September 2015

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1. Name of the Customer

 Magda Grobler
 1 (1%) 
 
 Mark Hindle
 1 (1%) 
 
 Wessel Pretorius
 1 (1%) 
 
 P Gouws
 1 (1%) 
 
 MH Nowak
 1 (1%) 
 
 Claudia Gentle
 1 (1%) 
 
 Megan Forssman
 1 (1%) 
 
 John Collison
 1 (1%) 
 
 SHARON NAIDOO ( LOGWIN AIR +OCEAN)
 2 (2%) 
 
 Jillian Clement
 1 (1%) 
 
 Garth Doyle
 1 (1%) 
 
 Desiree Senekal
 1 (1%) 
 
 Quinton Gasa
 1 (1%) 
 
 Deven Naidu
 1 (1%) 
 
 GRANT JADAMSKI
 1 (1%) 
 
 Andrew Holliday
 1 (1%) 
 
 Anthony Pillay
 1 (1%) 
 
 Quinn Balie
 1 (1%) 
 
 Reggie K Padayachee
 1 (1%) 
 
 Lizette Denysschen
 2 (2%) 
 
 Cindy Townsend
 1 (1%) 
 
 LYNDI WAIT
 1 (1%) 
 
 Aubrey Veeran
 1 (1%) 
 
 Lee-Ann van der Merwe
 1 (1%) 
 
 Vikesh Deepnarain
 1 (1%) 
 
 Neville Dharmalinghum
 1 (1%) 
 
 Siva Aroonassala Patten
 1 (1%) 
 
 Ria van der Westhuizen
 1 (1%) 
 
 Michael Hartzenberg
 1 (1%) 
 
 Graham Kennedy
 1 (1%) 
 
 pat naidoo
 1 (1%) 
 
 BONGANI NGULELE
 1 (1%) 
 
 Martin Nel
 1 (1%) 
 
 GONASEELAN PERUMAL
 1 (1%) 
 
 Donovan Jordaan
 1 (1%) 
 
 Rob Williams
 1 (1%) 
 
 Eugene Duvenage
 1 (1%) 
 
 carl stafford
 1 (1%) 
 
 Tracy Stafford
 1 (1%) 
 
 Angelique Randall
 1 (1%) 
 
 MBALI MASEKO
 1 (1%) 
 
 Skyservices
 1 (1%) 
 
 portia Singo
 1 (1%) 
 
 Bidvest Panalpina Logistics
 1 (1%) 
 
 Kirsten van der Merwe
 1 (1%) 
 
 Simon Spamer
 1 (1%) 
 
 Luanda Hoffman
 1 (1%) 
 
 ANTHONY TURNER
 1 (1%) 
 
 Cornelius Davids
 1 (1%) 
 
 Kurt Klaasen
 1 (1%) 
 
 Dean Barry Blackwell
 1 (1%) 
 
 Landiwe Hans
 1 (1%) 
 
 Melanie vd Westhuizen
 1 (1%) 
 
 Clive Fehler
 1 (1%) 
 
 Richard
 1 (1%) 
 
 VIJAY LALLA
 1 (1%) 
 
 STEPHEN STAFFORD
 1 (1%) 
 
 lizette Denysschen
 1 (1%) 
 
 Ryno van Niekerk
 1 (1%) 
 
 James Ekron
 1 (1%) 
 
 Victor Manakana
 1 (1%) 
 
 ERANGA RANGA
 1 (1%) 
 
 Nico
 1 (1%) 
 
 Riaan Potgieter
 1 (1%) 
 
 THABO MOFOKENG
 1 (1%) 
 
 Leticia Baloyi
 1 (1%) 
 
 Rouche van der Westhuizen
 1 (1%) 
 
 Gareth Alborough
 1 (1%) 
 
 Gareth Horton
 1 (1%) 
 
 Garret Jansen
 1 (1%) 
 
 Manaka Brutus
 1 (1%) 
 
 Edward
 1 (1%) 
 
 Simon Makhubela
 2 (2%) 
 
 Gerrie le Roux
 1 (1%) 
 
 Artur Vock
 1 (1%) 
 
 Fanus Wolfaardt
 1 (1%) 
 
 Irene Streak
 1 (1%) 
 
 Niresh Kirrpaul
 1 (1%) 
 
 Brandon Peterson
 1 (1%) 
 
 Seelan Naidoo
 1 (1%) 
 
 NICHOLAS NAIDOO
 1 (1%) 
 
 DENIS NCUBE
 1 (1%) 
 
 Stuart Tonkin
 1 (1%) 
 
 Donovan Govender
 1 (1%) 
 
 Rodney Harri
 1 (1%) 
 
 Ena Horak
 1 (1%) 
 
 Senzo Mdabe
 1 (1%) 
 
 JOHAN VAN STADEN
 1 (1%) 
 
 REGGGIE PERUMAL
 1 (1%) 
 
 Harry panday
 1 (1%) 
 
 Trade Ocean Shipping Services (Pty) Ltd
 1 (1%) 
 
 Christina Mabena
 1 (1%) 
 
 Nakita Barbosa
 1 (1%) 
 
 Gideon Botha
 1 (1%) 
 
 Donavan Lazarus
 1 (1%) 
 
 candice ramoo
 1 (1%) 
 
 gerald tesnar
 1 (1%) 
 
 Cedric Botha
 1 (1%) 
 
 Mariette Beukes
 1 (1%) 
 
 ashley coetzee
 1 (1%) 
 
 Dinesh Dheepnarain
 1 (1%) 
 
 Sagaren Ganasen
 1 (1%) 
 
 landiwe hans
 1 (1%) 
 
 Tiffany Kuscus
 1 (1%) 
 
 Juan Potgieter
 1 (1%) 
 
 Johan de Wet
 1 (1%) 
 
 MBSA
 1 (1%) 
 
 dominyc taylor-pollitt
 1 (1%) 
 
 Brutus Manaka
 1 (1%) 
 
 Phanuel Vhulahani
 1 (1%) 
 
 ZAMA PIKE
 1 (1%) 
 
 GONA VEERAN
 1 (1%) 
 
 Claytors Marobela
 1 (1%) 
 
Total: 116

2. Name of Company

 PGF Consultants
 1 (1%) 
 
 Keringa Petwings
 1 (1%) 
 
 MEGAFREIGHT SERVICES
 1 (1%) 
 
 PGF CONSULTANTS
 1 (1%) 
 
 Aviair Cargo International (Pty) Ltd
 1 (1%) 
 
 Morgan Cargo
 1 (1%) 
 
 Groupair SA
 3 (3%) 
 
 GAC LASER INTERNATIONAL LOGISTICS
 2 (2%) 
 
 SOUTH AFRICA
 2 (2%) 
 
 Freitan Logistics Pty Ltd
 1 (1%) 
 
 UTI
 1 (1%) 
 
 Fastpulse Trading 131 Pty Ltd
 1 (1%) 
 
 Freitan Logistics (Pty) Ltd
 1 (1%) 
 
 World Courier SA
 1 (1%) 
 
 Uti Mounties
 2 (2%) 
 
 South African Post Office
 1 (1%) 
 
 UTI South Africa
 2 (2%) 
 
 KUMARAFREIGHT(PTY)LTD
 1 (1%) 
 
 TNT international Express
 1 (1%) 
 
 WORLDNETLOGISTICS
 1 (1%) 
 
 JAS FORWARDING SA PTY LTD
 1 (1%) 
 
 sebenza Forwarding & Shipping [pty] ltd
 1 (1%) 
 
 Consolidation and Wholesale Cargo
 1 (1%) 
 
 Uti Mounties Division
 1 (1%) 
 
 FTL Freight & Transit
 1 (1%) 
 
 SDV South Africa
 1 (1%) 
 
 DHL Express
 4 (3%) 
 
 GAC Laser
 1 (1%) 
 
 kuehne and nagel
 1 (1%) 
 
 BARLOWORLD LOGISTICS (PTY) LTD
 1 (1%) 
 
 GROUPAIR SA
 1 (1%) 
 
 EXPOLANKA FREIGHT PTY LTD
 2 (2%) 
 
 Expeditors
 1 (1%) 
 
 CWT-Aquarius Shipping International (Pty) Ltd
 1 (1%) 
 
 Rohlig Grindrod
 2 (2%) 
 
 Rollex cargo
 1 (1%) 
 
 Rollex Cargo
 2 (2%) 
 
 Skyline Freight
 1 (1%) 
 
 BIDVEST PANALPINA LOGISTICS
 1 (1%) 
 
 Skyservices
 1 (1%) 
 
 KWE
 2 (2%) 
 
 Bidvest Panalpina Logistics
 4 (3%) 
 
 World Courier
 1 (1%) 
 
 SDV SOUTH AFRICA
 2 (2%) 
 
 Barloworld logistics
 1 (1%) 
 
 Interloc Freight Services
 1 (1%) 
 
 World Courier SSA
 1 (1%) 
 
 Transglobal Cargo (Pty)Ltd
 1 (1%) 
 
 ROLLEX CARGO PTY LTD
 1 (1%) 
 
 Schenker South Africa (Pty) Ltd
 1 (1%) 
 
 GANASEN TRANSPORT SERVICES
 1 (1%) 
 
 ROLLEX CARGO
 1 (1%) 
 
 TNT internatonal Express
 1 (1%) 
 
 Trans Airfreight
 1 (1%) 
 
 SDV SA Pty Ltd
 1 (1%) 
 
 Crossroads Distribution Pty Ltd T/A Skynet Worldwide Express
 1 (1%) 
 
 CFG Speed Service
 1 (1%) 
 
 TRANS UNIVERSAL CONSOLIDATORS PTY
 1 (1%) 
 
 Interloc freight Services
 1 (1%) 
 
 WE Deane SA PTY LTD
 1 (1%) 
 
 Deugro SA
 1 (1%) 
 
 Megafreight Services (pty)ltd
 2 (2%) 
 
 The Transit Group
 1 (1%) 
 
 Berry & Donaldson (Pty) Ltd.
 1 (1%) 
 
 The Transit Group cc
 1 (1%) 
 
 Micor a Div of Super Group
 1 (1%) 
 
 Aramex Sa
 1 (1%) 
 
 UTI SA
 1 (1%) 
 
 DB SCHENKER
 1 (1%) 
 
 PIONEER FREIGHT
 1 (1%) 
 
 TNT Express Worldwide
 1 (1%) 
 
 World Courier South Africa
 1 (1%) 
 
 Aramex Port Elizabeth
 1 (1%) 
 
 Lonrho Logistics (Pty) Ltd
 1 (1%) 
 
 MORGAN CARGO
 1 (1%) 
 
 National Bioproducts Institute
 1 (1%) 
 
 Trade Ocean Shipping Services (Pty) Ltd
 1 (1%) 
 
 Megafreight Services (PTY) LTD
 1 (1%) 
 
 Aramex SA
 1 (1%) 
 
 Kapele Freight
 1 (1%) 
 
 Dawn Wing
 1 (1%) 
 
 das global logistics
 1 (1%) 
 
 Ram Transport
 1 (1%) 
 
 Logwin Air & Ocean Sa
 1 (1%) 
 
 uti distribution
 1 (1%) 
 
 Aramex South Africa
 2 (2%) 
 
 GT Services
 1 (1%) 
 
 Transglobal Cargo (Pty) Ltd
 1 (1%) 
 
 W E Deane Pty Ltd
 1 (1%) 
 
 Triton Express
 1 (1%) 
 
 FH Bertling Logistics SA PTY LTD
 1 (1%) 
 
 Kuehne Nagel
 1 (1%) 
 
 TNT International Express
 1 (1%) 
 
 animal travel services
 1 (1%) 
 
 Lonrho Logistics
 1 (1%) 
 
 SASFIN PREMIER LOGISTICS
 1 (1%) 
 
 GAC LASER LOGISTICS PTY ;TD
 1 (1%) 
 
Total: 116

3. Province

 Gauteng
 70 (60%) 
 
 Western Cape
 14 (12%) 
 
 Eastern Cape
 19 (16%) 
 
 Limpopo
 0 (0%)  
 North West
 0 (0%)  
 Northern Cape
 0 (0%)  
 KwaZulu Natal
 13 (11%) 
 
 Free State
 0 (0%)  
 Mpumalanga
 0 (0%)  
Total: 116

4. City

 Kempton Park
 15 (13%) 
 
 Johannesburg
 22 (19%) 
 
 JOHANNESBURG
 3 (3%) 
 
 Johannesburg and Cape Town
 1 (1%) 
 
 Cape Town
 7 (6%) 
 
 PORT ELIZABETH
 3 (3%) 
 
 Johanensburg
 1 (1%) 
 
 Port Elizabeth
 4 (3%) 
 
 Durban
 8 (7%) 
 
 CAPE TOWN
 2 (2%) 
 
 KEMPTON PARK
 5 (4%) 
 
 East London
 8 (7%) 
 
 EAST LONDON
 1 (1%) 
 
 Kempton Park
 3 (3%) 
 
 durban
 2 (2%) 
 
 ISANDO / KEMPTON PARK
 1 (1%) 
 
 GREENSTONE
 1 (1%) 
 
 kempton park
 1 (1%) 
 
 ISANDO
 1 (1%) 
 
 Johannesburg
 3 (3%) 
 
 kEMPTON pARK
 1 (1%) 
 
 Boksburg
 2 (2%) 
 
 Johannebsurg
 1 (1%) 
 
 BOKSBURG
 3 (3%) 
 
 MODDERFONTEIN
 1 (1%) 
 
 George
 2 (2%) 
 
 JNB
 1 (1%) 
 
 Johannesburg, Kempton Park
 1 (1%) 
 
 Jetpark,Boksburg
 1 (1%) 
 
 DURBAN
 3 (3%) 
 
 KEMPTON PARK/ JOHANNESBURG
 1 (1%) 
 
 port elizabeth
 1 (1%) 
 
 east london
 1 (1%) 
 
 Cape 'Town
 1 (1%) 
 
 cape town
 2 (2%) 
 
 Port Elizabeth
 1 (1%) 
 
 Sandton
 1 (1%) 
 
Total: 116

5. Please indicate your designation

 Owner
 3 (3%) 
 
 Director
 6 (5%) 
 
 Manager
 57 (49%) 
 
 Consultant
 3 (3%) 
 
 Other (specify)
 47 (41%) 
 
Total: 116

6. Other (Specify)

 Air Export Controller
 1 (2%) 
 
 Supervisor
 3 (6%) 
 
 Export Controller
 5 (10%) 
 
 EXPORT CONTROLLER
 2 (4%) 
 
 Team leader
 1 (2%) 
 
 ASSISTANT EXPORT CONTROLLER
 1 (2%) 
 
 operations
 2 (4%) 
 
 team leader
 1 (2%) 
 
 Projects Air Freight Supervisor
 1 (2%) 
 
 Operations Manager
 1 (2%) 
 
 senior export controller
 1 (2%) 
 
 SENIOR EXPORT CONTROLLER
 1 (2%) 
 
 AIRFREIGHT CONTOLLER
 1 (2%) 
 
 ops
 1 (2%) 
 
 Estimator
 1 (2%) 
 
 Export controller
 1 (2%) 
 
 Sales Executive
 1 (2%) 
 
 International Ops Supervisor
 1 (2%) 
 
 Office manager & Accounts assistant
 1 (2%) 
 
 Key Account Holder
 1 (2%) 
 
 Senior Pricing
 1 (2%) 
 
 OPERATIONS MANAGER
 1 (2%) 
 
 SENIOR EXECUTIVES
 1 (2%) 
 
 Operations
 1 (2%) 
 
 OPERATIONS CONTROLLER
 1 (2%) 
 
 Exports Controller
 1 (2%) 
 
 Duty Supervisor
 1 (2%) 
 
 Exports
 2 (4%) 
 
 Senior Ops Supervisor
 1 (2%) 
 
 CONTROLLER
 1 (2%) 
 
 OPERATIONS
 1 (2%) 
 
 Operations Supervisor
 1 (2%) 
 
 Branch Supervisor
 1 (2%) 
 
 Depot Manager
 1 (2%) 
 
 AIRFREIGHT IMPORT AND EXPORT CONTROLLER
 1 (2%) 
 
 Head: Shipping
 1 (2%) 
 
 Airfreight Export Clerk
 1 (2%) 
 
 Operatiosn Clerk
 1 (2%) 
 
 branch supervisor
 1 (2%) 
 
 Controller
 1 (2%) 
 
 CHANNEL CONTROLLER
 1 (2%) 
 
Total: 50

7. How often do you use domestic cargo services?

 Daily
 47 (43%) 
 
 Weekly
 23 (21%) 
 
 Monthly
 17 (16%) 
 
 Quarterly
 12 (11%) 
 
 Twice a year
 4 (4%) 
 
 Annually
 6 (6%) 
 
Total: 109

8. How often do you use regional cargo services?

 Daily
 43 (41%) 
 
 Weekly
 25 (24%) 
 
 Monthly
 15 (14%) 
 
 Quarterly
 10 (10%) 
 
 Twice a year
 3 (3%) 
 
 Annually
 9 (9%) 
 
Total: 105

9. How often do you use international cargo services?

 Daily
 57 (52%) 
 
 Weekly
 29 (27%) 
 
 Monthly
 13 (12%) 
 
 Quarterly
 4 (4%) 
 
 Twice a year
 0 (0%)  
 Annually
 6 (6%) 
 
Total: 109

10. Which of the following airlines do you use for Domestic Cargo Services?

 South African Airways Cargo
 56 (52%) 
 
 BA/Comair
 1 (1%) 
 
 Imperial Air Cargo
 0 (0%)  
 Mango
 0 (0%)  
 SA Express
 0 (0%)  
 Airlink
 0 (0%)  
 South African Airways Cargo; BA/Comair
 12 (11%) 
 
 South African Airways Cargo; BA/Comair; Airlink
 5 (5%) 
 
 South African Airways Cargo; Airlink
 4 (4%) 
 
 South African Airways Cargo; Imperial Air Cargo; SA Express
 1 (1%) 
 
 South African Airways Cargo; BA/Comair; SA Express
 2 (2%) 
 
 BA/Comair; Mango; SA Express; Airlink
 1 (1%) 
 
 South African Airways Cargo; BA/Comair; Imperial Air Cargo; Mango; SA Express; Airlink
 4 (4%) 
 
 South African Airways Cargo; BA/Comair; SA Express; Airlink
 3 (3%) 
 
 South African Airways Cargo; SA Express
 4 (4%) 
 
 South African Airways Cargo; BA/Comair; Imperial Air Cargo; Mango
 1 (1%) 
 
 South African Airways Cargo; BA/Comair; Imperial Air Cargo; SA Express; Airlink
 1 (1%) 
 
 South African Airways Cargo; BA/Comair; Mango; SA Express; Airlink
 1 (1%) 
 
 South African Airways Cargo; Imperial Air Cargo
 4 (4%) 
 
 South African Airways Cargo; SA Express; Airlink
 2 (2%) 
 
 South African Airways Cargo; Mango; SA Express
 2 (2%) 
 
 South African Airways Cargo; Imperial Air Cargo; SA Express; Airlink
 1 (1%) 
 
 South African Airways Cargo; Imperial Air Cargo; Airlink
 1 (1%) 
 
 BA/Comair; Airlink
 1 (1%) 
 
 South African Airways Cargo; Mango; SA Express; Airlink
 1 (1%) 
 
Total: 108

11. Which one of the following airlines do you use for Regional Cargo Services?

 South African Airways Cargo
 43 (41%) 
 
 Kenya Airways
 0 (0%)  
 Air Mauritius
 0 (0%)  
 Ethiopian Airlines
 1 (1%) 
 
 Airlink
 4 (4%) 
 
 SA Express
 1 (1%) 
 
 Other
 0 (0%)  
 South African Airways Cargo; Air Mauritius
 5 (5%) 
 
 South African Airways Cargo; Airlink; SA Express; Other
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines
 4 (4%) 
 
 Kenya Airways; Air Mauritius; Ethiopian Airlines; Airlink; Other
 1 (1%) 
 
 South African Airways Cargo; Airlink; SA Express
 6 (6%) 
 
 South African Airways Cargo; Air Mauritius; Airlink
 5 (5%) 
 
 South African Airways Cargo; Airlink
 6 (6%) 
 
 South African Airways Cargo; Ethiopian Airlines; Other
 1 (1%) 
 
 South African Airways Cargo; Air Mauritius; Airlink; SA Express
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines; Airlink; SA Express; Other
 4 (4%) 
 
 South African Airways Cargo; SA Express
 3 (3%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines; Airlink
 1 (1%) 
 
 South African Airways Cargo; Air Mauritius; Airlink; Other
 2 (2%) 
 
 South African Airways Cargo; Ethiopian Airlines; Airlink; SA Express
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways
 2 (2%) 
 
 South African Airways Cargo; Kenya Airways; SA Express
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines; SA Express
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Airlink; SA Express; Other
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines; Airlink; SA Express
 3 (3%) 
 
 South African Airways Cargo; Air Mauritius; Ethiopian Airlines
 1 (1%) 
 
 South African Airways Cargo; Air Mauritius; Ethiopian Airlines; Airlink
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Airlink
 1 (1%) 
 
 South African Airways Cargo; Other
 1 (1%) 
 
 South African Airways Cargo; Air Mauritius; Ethiopian Airlines; SA Express
 1 (1%) 
 
 South African Airways Cargo; Airlink; Other
 1 (1%) 
 
 South African Airways Cargo; Kenya Airways; Air Mauritius; Ethiopian Airlines; Other
 1 (1%) 
 
Total: 105

12. Other - Specify

 Comair
 1 (8%) 
 
 Com Air
 1 (8%) 
 
 TAAG,ARIK,AERO LINK
 1 (8%) 
 
 NEVER USED AIRLINE FOR DOMESTIC OR REGIONAL
 1 (8%) 
 
 BA Comair
 1 (8%) 
 
 Bay Air, Air Namibia
 1 (8%) 
 
 Various
 1 (8%) 
 
 saa
 2 (15%) 
 
 Emirates
 1 (8%) 
 
 AIR NAMIBIA
 1 (8%) 
 
 LAM
 1 (8%) 
 
 sw / qatar /
 1 (8%) 
 
Total: 13

13. Which of the following airlines do you use for International Cargo Services

 British Airways
 1 (1%) 
 
 Cargolux
 0 (0%)  
 Cathay Pacific
 0 (0%)  
 Emirates
 0 (0%)  
 Etihad
 0 (0%)  
 KLM/Air France
 1 (1%) 
 
 Lufthansa
 0 (0%)  
 Malaysian Airlines
 0 (0%)  
 Martin Air
 0 (0%)  
 Qantas
 0 (0%)  
 Singapore Airlines
 0 (0%)  
 South African Airways
 17 (16%) 
 
 Swiss
 0 (0%)  
 Virgin Atlantic
 0 (0%)  
 Other (specify)
 0 (0%)  
 British Airways; Cargolux; Emirates; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; South African Airways; Swiss
 1 (1%) 
 
 Cargolux; Emirates; Etihad; KLM/Air France; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 Cargolux; Etihad; Other (specify)
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 4 (4%) 
 
 British Airways; Emirates; KLM/Air France; Lufthansa; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways
 1 (1%) 
 
 Cargolux; KLM/Air France; Lufthansa; South African Airways
 2 (2%) 
 
 Cargolux; Emirates; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates; Etihad; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; KLM/Air France; Qantas; South African Airways; Swiss; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Emirates; KLM/Air France; Lufthansa; South African Airways
 1 (1%) 
 
 British Airways; Emirates; Etihad; KLM/Air France; Lufthansa; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Martin Air; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Emirates; Lufthansa; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 British Airways; Emirates; Lufthansa; Qantas; South African Airways
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; Martin Air; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Etihad; KLM/Air France; Lufthansa; Malaysian Airlines; Martin Air; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 Emirates; South African Airways
 2 (2%) 
 
 Cargolux; Emirates; KLM/Air France; South African Airways; Other (specify)
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Malaysian Airlines; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 2 (2%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; South African Airways; Swiss
 1 (1%) 
 
 Emirates; KLM/Air France; Lufthansa; South African Airways
 1 (1%) 
 
 Emirates; Lufthansa; Qantas; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Etihad; KLM/Air France; Lufthansa; Malaysian Airlines; Martin Air; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Cargolux; KLM/Air France; Martin Air; Qantas; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Martin Air; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 Cargolux; Emirates; Swiss
 1 (1%) 
 
 British Airways; Cargolux; Emirates; Singapore Airlines; South African Airways; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Martin Air; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 2 (2%) 
 
 British Airways; Cargolux; Emirates; KLM/Air France; Singapore Airlines; South African Airways
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; KLM/Air France; Qantas; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 Etihad; Singapore Airlines; South African Airways
 1 (1%) 
 
 British Airways; Cargolux; Etihad; KLM/Air France; Qantas; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Etihad; KLM/Air France; Lufthansa; Martin Air; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; KLM/Air France; Lufthansa; Malaysian Airlines; Qantas; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 British Airways; South African Airways
 2 (2%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Other (specify)
 1 (1%) 
 
 British Airways; KLM/Air France; South African Airways
 1 (1%) 
 
 British Airways; Emirates; Etihad; KLM/Air France; South African Airways; Virgin Atlantic
 1 (1%) 
 
 Etihad; Lufthansa; South African Airways; Swiss
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates; Lufthansa; Singapore Airlines; South African Airways
 1 (1%) 
 
 Emirates; Lufthansa; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Cargolux; Cathay Pacific; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates; South African Airways
 1 (1%) 
 
 Emirates; Qantas; South African Airways; Virgin Atlantic
 2 (2%) 
 
 British Airways; Emirates; Qantas; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Lufthansa; Qantas; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; Etihad; KLM/Air France; Singapore Airlines; South African Airways; Virgin Atlantic
 1 (1%) 
 
 Cargolux; Emirates; Etihad; KLM/Air France; South African Airways
 1 (1%) 
 
 Cargolux; Emirates; Lufthansa; Martin Air; South African Airways
 1 (1%) 
 
 British Airways; Cargolux; Emirates; KLM/Air France; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Cargolux; Emirates; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Virgin Atlantic; Other (specify)
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; KLM/Air France; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 Emirates; KLM/Air France; South African Airways; Swiss
 1 (1%) 
 
 Cathay Pacific; Emirates; KLM/Air France; Lufthansa; Qantas; South African Airways
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 KLM/Air France; South African Airways; Swiss
 1 (1%) 
 
 Emirates; KLM/Air France; Singapore Airlines; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates; Qantas; South African Airways
 1 (1%) 
 
 British Airways; Emirates; KLM/Air France; South African Airways
 1 (1%) 
 
 Lufthansa; South African Airways
 2 (2%) 
 
 Emirates; KLM/Air France; Singapore Airlines; South African Airways; Virgin Atlantic
 1 (1%) 
 
 British Airways; Emirates
 1 (1%) 
 
 Emirates; Qantas; South African Airways; Swiss
 1 (1%) 
 
 British Airways; Emirates; KLM/Air France; Singapore Airlines; South African Airways
 1 (1%) 
 
 British Airways; Cargolux; Lufthansa; South African Airways; Swiss; Virgin Atlantic
 1 (1%) 
 
 Cargolux; Emirates; KLM/Air France; Lufthansa; Martin Air; South African Airways; Other (specify)
 1 (1%) 
 
 British Airways; Cathay Pacific; Emirates; KLM/Air France; Lufthansa; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 British Airways; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Swiss
 1 (1%) 
 
 Cargolux; Emirates; Etihad; KLM/Air France; Lufthansa; Qantas; Singapore Airlines; South African Airways; Virgin Atlantic
 1 (1%) 
 
Total: 109

14. Other: Specify

 Turkish Air
 1 (8%) 
 
 QATAR,JET AIRWAYS,
 1 (8%) 
 
 SA Airlink
 1 (8%) 
 
 DELTA ,QATAR
 1 (8%) 
 
 MK AIRLINES
 1 (8%) 
 
 Kenya Airways
 1 (8%) 
 
 Qatar
 1 (8%) 
 
 SRI LANKAN AIRLINES
 1 (8%) 
 
 Various
 1 (8%) 
 
 Qatar Airways
 1 (8%) 
 
 QATAR,
 1 (8%) 
 
 QATAR
 1 (8%) 
 
Total: 12

15. Which additional destinations you believe must be added to the SAA Cargo schedule?

 India-Mumbai ,Washington IAD ,Atlanta
 1 (2%) 
 
 Amsterdam and increase in capacity to London
 1 (2%) 
 
 Bamako
 1 (2%) 
 
 PARIS,AMSTERDAM
 1 (2%) 
 
 JNB/DTW
 1 (2%) 
 
 Nampula
 1 (2%) 
 
 None
 1 (2%) 
 
 RE-UNION, ST DENIS,SEYCHELLES,
 1 (2%) 
 
 East London to Bloemfontein
 1 (2%) 
 
 Kigali
 1 (2%) 
 
 TETE GABORONE
 1 (2%) 
 
 CANADA,DUBAI
 1 (2%) 
 
 CHICAGO
 1 (2%) 
 
 Sydney
 1 (2%) 
 
 MORE FREQUENT DIRECT FLIGHTS TO FBM AND A WIDEBODY OPTION
 1 (2%) 
 
 Bangkok, China, South America
 1 (2%) 
 
 I do not see a need for extra destinations. SAAC covered all key destinations.
 1 (2%) 
 
 Sydney and Chicago or Houstan
 1 (2%) 
 
 Argentina - South America
 1 (2%) 
 
 ELS t BFN direct
 1 (2%) 
 
 Milan
 1 (2%) 
 
 India- Bombay and Hong Kong China
 1 (2%) 
 
 DXB
 2 (4%) 
 
 trucking service in Europe like USA
 1 (2%) 
 
 Moscow ,Copenhagen ,Geneva
 1 (2%) 
 
 More Asia destinations.
 1 (2%) 
 
 Livingstone, Zambia
 1 (2%) 
 
 JUBA
 2 (4%) 
 
 Dubai
 1 (2%) 
 
 India
 1 (2%) 
 
 BUE /CDG
 1 (2%) 
 
 LAX/ TNR/ PORT HARCOURT NG,
 1 (2%) 
 
 More regional destinations. with DG cargo acceptance at all stations
 1 (2%) 
 
 Australia 7 New Zealand
 1 (2%) 
 
 CDG / AMS Ex CPT, please re-instate the LHR or FRA flight. We desperately need a European destination directly ex CPT.
 1 (2%) 
 
 REUNIOUN ISLAND
 1 (2%) 
 
 EDINBURGH GLASGOW
 1 (2%) 
 
 More flights between GRJ & DUR, and GRJ & JNB
 1 (2%) 
 
 Botswana Swaziland
 1 (2%) 
 
 less cacelations of domestic freighter
 1 (2%) 
 
 CPT - WDH MELBOURNE
 1 (2%) 
 
 DAR using a freighter and WDH Freighters
 1 (2%) 
 
 DIRECT FLIGHTS TO AFRICAN DESTINATIONS
 1 (2%) 
 
 DRC German DXB
 1 (2%) 
 
Total: 46

16. How do you rate our services in comparison to our competitors?

 Excellent
 27 (23%) 
 
 Good
 64 (56%) 
 
 Average
 23 (20%) 
 
 Poor
 1 (1%) 
 
 Not Applicable
 0 (0%)  
Total: 115

17. Please rate the quality and service efficiency of the following SAA Cargo Products & Services.

  
Excellent
Good
Average
(%)29243294
General Cargo Services
 
 
  
 
  
 
  
 
  
 
 12345
(%)20162247
Valuable Cargo Services (VAL)
 
 
  
 
  
 
  
 
  
 
 12345
(%)22142076
Perishables (PER)
 
 
  
 
  
 
  
 
  
 
 12345
(%)241622108
Dangerous Goods (DGR)
 
 
  
 
  
 
  
 
  
 
 12345
(%)20151864
Live Animals (AVI)
 
 
  
 
  
 
  
 
  
 
 12345
(%)12162436
Mail
 
 
  
 
  
 
  
 
  
 
 12345
(%)13192154
Courier Services
 
 
  
 
  
 
  
 
  
 
 12345
(%)14161736
Human Remains (HUM)
 
 
  
 
  
 
  
 
  
 
 12345
(%)31191775
SAA Cargo Express
 
 
  
 
  
 
  
 
  
 
 12345
(%)21171766
Small Cargo: No express booking
 
 
  
 
  
 
  
 
  
 
 12345
(%)17161575
Bulk Cargo: Booked express
 
 
  
 
  
 
  
 
  
 
 12345
(%)28192095
Domestic Express: Daytime
 
 
  
 
  
 
  
 
  
 
 12345
(%)22182177
Domestic Express: Starlight
 
 
  
 
  
 
  
 
  
 
 12345
(%)12201792
Regional Courier Services
 
 
  
 
  
 
  
 
  
 
 12345
(%)9131959
Charter Service
 
 
  
 
  
 
  
 
  
 
 12345
(%)231923109
Cargo Handling Services
 
 
  
 
  
 
  
 
  
 
12345
Total: 116

18. Please rate the services and efficiency of the following SAA Cargo departments.

  
Poor
Average
Good
(%)814222628
Customer Services
 
 
  
 
  
 
  
 
  
 
 12345
(%)1111192326
Reservations
 
 
  
 
  
 
  
 
  
 
 12345
(%)1012182627
Exports
 
 
  
 
  
 
  
 
  
 
 12345
(%)712202122
Imports
 
 
  
 
  
 
  
 
  
 
 12345
(%)510222328
Domestic Forwarding
 
 
  
 
  
 
  
 
  
 
 12345
(%)410222525
Domestic Receiving
 
 
  
 
  
 
  
 
  
 
 12345
(%)1015122126
Sales
 
 
  
 
  
 
  
 
  
 
 12345
(%)48181615
Special Services: Courier
 
 
  
 
  
 
  
 
  
 
 12345
(%)45231711
Special Services: Mail
 
 
  
 
  
 
  
 
  
 
 12345
(%)55201812
Special Services: Transhipments
 
 
  
 
  
 
  
 
  
 
 12345
(%)811142314
Claims Department
 
 
  
 
  
 
  
 
  
 
 12345
(%)69182412
Credit Management & Verifications
 
 
  
 
  
 
  
 
  
 
 12345
(%)718132427
Communications
 
 
  
 
  
 
  
 
  
 
12345
Total: 113

19. Your opinion about our rates (please tick appropriate box & write your comments in space provided)

 Flexible
 30 (27%) 
 
 Competitive
 67 (59%) 
 
 Other (Specify)
 10 (9%) 
 
 Flexible; Other (Specify)
 1 (1%) 
 
 Flexible; Competitive
 5 (4%) 
 
Total: 113

20. What do you like most about SAA Cargo?

 handling
 1 (1%) 
 
 The fact that the people that we make AVI Bookings are always very eager to assist and can always help, even at very last minute
 1 (1%) 
 
 Spot rates for large shipments .
 1 (1%) 
 
 NATIONAL CARRRIER AND WOULD LIKE TO SUPPORT SAA MORE
 1 (1%) 
 
 not competitive
 1 (1%) 
 
 Flight options into Africa
 1 (1%) 
 
 the extensive routings available
 1 (1%) 
 
 The handling of imports & exports.
 1 (1%) 
 
 ZAAHID / TEAM ALWAYS WILLING TO ASSIST
 2 (2%) 
 
 Personal customer relationship and dedication to supporting us and our clients on key routes.
 1 (1%) 
 
 They are flexiable
 1 (1%) 
 
 Daily flights servicing most regional routes.
 1 (1%) 
 
 Excellent Service
 1 (1%) 
 
 SAA are usually able to assist us with our booking requirements when some airlines are not able to
 1 (1%) 
 
 Communication.
 1 (1%) 
 
 The staff understand our requirements and comply with the security protocols. This allows for business continuity within our end to end operational plan. The staff and management we engage with are always demonstrate efficiency and professionalism both reginally and nationally.
 1 (1%) 
 
 SAA Cargo services are very convienant to make use of.
 1 (1%) 
 
 SOME AREA RATES ARE TO HIGH SOME DEST. GOOD SERVICES INTO AFRICA SOME GOOD SERVICE
 1 (1%) 
 
 In Eat Lndon - samll town ALL like family - helpfull and caring Always ready for the extra mile
 1 (1%) 
 
 Good Relationship with the people we deal with
 1 (1%) 
 
 e-booking
 1 (1%) 
 
 more flight choices
 1 (1%) 
 
 Eay to use portals and staff interaction
 1 (1%) 
 
 Schedules and Flexibility
 1 (1%) 
 
 Their rates are competitive and their service is outstanding on all levels
 1 (1%) 
 
 Customer service and the sales team. They are very good.
 1 (1%) 
 
 The friendly service.
 1 (1%) 
 
 DIRECT FLIGHT SERVICES TO DESTINATIONS, ESPECIALLY IN AFRICA AND OTHER INTERNATIONAL DESTINATIONS WHICH OFTEN HELP US TO DELIVER QUICK FOWARDING SERVICE TO OUR CUSTOMERS.
 1 (1%) 
 
 The online booking / good African rates
 1 (1%) 
 
 CARGO ARRIVES IN DESTINATION ON TIME
 1 (1%) 
 
 Really efficient and low cost. Sales rep is extremely helpful and always willing to assist. Reverts back with good news all the time.
 1 (1%) 
 
 Regional options
 1 (1%) 
 
 SPACE TO HAND AND COLLECT VERY GOOD
 1 (1%) 
 
 You have a few key staff members left which makes things easier to deal with you
 1 (1%) 
 
 TELEPHONE ETIQUETTE, CUSTOMER SERVICE
 1 (1%) 
 
 reliable
 1 (1%) 
 
 The sales teams responds quickly to calls
 1 (1%) 
 
 Reliable
 1 (1%) 
 
 Account queries are dealt with efficiently
 1 (1%) 
 
 FREQUENCY OF DIRECT OPTIONS INTO AFRICA
 1 (1%) 
 
 Cargo security
 1 (1%) 
 
 Monopoly carrier! SAAC has no real competition when it comes to the smaller branches. The bigger branches has some competition, but SAAC remains the carrier of choice. The reason is because of the experience SAAC has in the field and the gross quantity the company can carry.
 1 (1%) 
 
 THAT WE CAN NEG RATES FOR OVER WEIGHT SHIPEMNTS
 1 (1%) 
 
 some good loyal staff who are always willing to assist who have the knowledge and can give out information and guidance when needed.
 1 (1%) 
 
 Sales person reponse time and clear understanding of the product
 1 (1%) 
 
 the service and great relationship with the airline
 1 (1%) 
 
 EVERYTHING
 1 (1%) 
 
 Close by
 1 (1%) 
 
 The frequency of flights.
 1 (1%) 
 
 African network
 1 (1%) 
 
 South African Airline and we need to support local airlines
 1 (1%) 
 
 Good connections
 1 (1%) 
 
 Very little pilferidge
 1 (1%) 
 
 The consistency of the flights
 1 (1%) 
 
 long term Relationship with understanding and well trained personnel. Ability to assist where possible and assist when needed
 1 (1%) 
 
 Friendly Staff/ Willing To Assist/ Well Educated and Products/Services Excellence
 1 (1%) 
 
 Range of destinations
 1 (1%) 
 
 Always willing to go extra mile for DHL Express
 1 (1%) 
 
 Always helps us when we clear and lodge freight
 1 (1%) 
 
 GOOD SERVICE
 2 (2%) 
 
 Easy to communicate with various departments
 1 (1%) 
 
 Communications
 1 (1%) 
 
 To have more freighters at night
 1 (1%) 
 
 Number of destination into Africa
 1 (1%) 
 
 Close proximity to us
 1 (1%) 
 
 SERVICE AND EFFIECENCY
 1 (1%) 
 
 The sales and handling team friendly & helpful
 1 (1%) 
 
 The Sales team are easily accesible and quick to assist
 1 (1%) 
 
 Mostly efficient staff and a good knowledge about our product
 1 (1%) 
 
 SAA is just a phone call away - always someone to assist
 1 (1%) 
 
 Excellent service in East London - All are very hepful
 1 (1%) 
 
 Communication
 1 (1%) 
 
 Sales and Marketing: Auriel Newman and her team: BRILLIANT!! - Many thanks, appreciate all the effort and pro-active communication.
 1 (1%) 
 
 QUERIES HANDLE PROMPTLY
 1 (1%) 
 
 PERSONAL CONTACTS
 1 (1%) 
 
 Inflexible
 1 (1%) 
 
 Cargo flies as booked and very helpful if there is a problem
 1 (1%) 
 
 Efficiency, reliability
 1 (1%) 
 
 personal attention, willingness to go the extra mile
 1 (1%) 
 
 their well receptive individuals at the ELS cargo when you lodge cargo, always friendly prompt and efficient
 1 (1%) 
 
 Available
 1 (1%) 
 
 Flexibility and friendliness.
 1 (1%) 
 
 Customer Service
 1 (1%) 
 
 Flight options into Africa
 1 (1%) 
 
 Effiecency friendly helpfull
 1 (1%) 
 
 THE IDEA OF BEING PAPERLESS
 1 (1%) 
 
 Competitive compared to other airlines
 1 (1%) 
 
 Have enough flights to most destinations
 1 (1%) 
 
 NOT OFFLOADING MOST
 1 (1%) 
 
 Easy to deal with. Transparent Communication
 1 (1%) 
 
Total: 92

21. What do you like least about SAA Cargo?

 accounts deptment
 1 (1%) 
 
 Lethargic staff / International Export receiving
 1 (1%) 
 
 THE RATES ARE NOT NEGOTIABLE OR COMPETITIVE
 1 (1%) 
 
 no-one really cares much about anyhting
 1 (1%) 
 
 offloads!
 1 (1%) 
 
 the offloads of cargo on passenger flights
 1 (1%) 
 
 Reservations.
 1 (1%) 
 
 NO PROBLEMS
 2 (2%) 
 
 Cargo bookings desk
 1 (1%) 
 
 need better rates
 1 (1%) 
 
 Telephonic reservations take time.
 1 (1%) 
 
 No commetn
 1 (1%) 
 
 The answering of phone calls at times is lacking
 1 (1%) 
 
 Delays due to technical issues and rotation, it is a constant problem. Starlight service is no longer reliable and is contributing to our clients SLA problems.
 1 (1%) 
 
 No comment. Only good experiences.
 1 (1%) 
 
 In some instances, SAA hand the cargo over to different carriers to service a particular destination. When this happens, tracking becomes difficult as SAA are not always able to provide accurate information
 1 (1%) 
 
 BUMPING CARGO WITH INFORMING US WE HAVE ASK FOR RESPNSE
 1 (1%) 
 
 cancelled freighters
 1 (1%) 
 
 Early Closing on weekends.
 1 (1%) 
 
 email replies
 1 (1%) 
 
 not cost effective
 1 (1%) 
 
 Cancellations
 1 (1%) 
 
 Cancellation of freighter flights
 1 (1%) 
 
 The space constraints
 1 (1%) 
 
 Trying to get hold of someone at Domestic receiving.
 1 (1%) 
 
 THE FACT THAT NO SERVICE TO DESTINATIONS SUCH AS TETE & GABORONE ETC
 1 (1%) 
 
 communications regarding off-loads
 1 (1%) 
 
 THE ARROGANCE OF RECIEVING STAFF ,
 1 (1%) 
 
 I havent had a bad experiance yet. so cannot comment on this at this.
 1 (1%) 
 
 ANSWERING TELEPHONES FOR RESERVATIONS CAN TALKE +20 MINUTES TO ANSWER
 1 (1%) 
 
 difficult to reach key departments with loss of staff such as reservations / customer service
 1 (1%) 
 
 their call centre you hold on too long
 1 (1%) 
 
 The consultants are not really busy...
 1 (1%) 
 
 Rates are not always necotiable
 1 (1%) 
 
 The "hold" music when you phone in
 1 (1%) 
 
 TOO MANY OFFLOADS AND UNCLEAR COMMUNICATION
 1 (1%) 
 
 Communication
 1 (1%) 
 
 SAAC comes forth as a non-personal company. The staff might know you by name, but you still an account number at the end of the day! The Eastern Cape sales man, Zaaid Salie is the best performer so far as mentioned and out do all other staff! The previous sales person was flat and in my 4 years dealing with SAAC while she was there, had no visits at all from her.
 1 (1%) 
 
 To slow on recovery on Domestic cargo
 1 (1%) 
 
 Communication and level of customer service in some departments.
 1 (1%) 
 
 not too much to dislike about SAA
 1 (1%) 
 
 NOTHING
 1 (1%) 
 
 Freighter cancellations
 1 (1%) 
 
 Little amount of staff working at peak times.
 1 (1%) 
 
 No longer considered an international airline and it's bankrupt
 1 (1%) 
 
 Lack of communication in terms of cargo being offloaded.
 1 (1%) 
 
 SAA STAFF ARE VERY FLEXIBLE & DO A GOOD JOB
 1 (1%) 
 
 Fuel & security
 1 (1%) 
 
 Time of arrival in George
 1 (1%) 
 
 imports and reservation take too long to answer the phones
 1 (1%) 
 
 Lack of communication in the event of issues
 1 (1%) 
 
 Flights/Not Enough.. Cut Off Times Flexibilty.
 1 (1%) 
 
 Competitiveness on inbound pricing
 1 (1%) 
 
 Invoice reconciliation from Finance department
 1 (1%) 
 
 When it is shift change and no one answers the phone
 1 (1%) 
 
 Shortage of equipment, be it aircraft or ULD`s
 1 (1%) 
 
 To hold on for bookings
 1 (1%) 
 
 service
 1 (1%) 
 
 No after hours and weekend contacts for urgent bookings.
 1 (1%) 
 
 The finance department bill out shipments which are over two years old with unfounded charges and create additional work to try and resolve
 1 (1%) 
 
 Some staff seem to think that they are doing us some sort of favour by using SAA
 1 (1%) 
 
 Freighter going technical
 1 (1%) 
 
 Flight delays
 1 (1%) 
 
 Communication with regards to offloads - Need a more pro-active approach and real-time communication / PERSHABLES
 1 (1%) 
 
 WHEN CARGO KEEP GETTING OFFLAODED
 1 (1%) 
 
 None
 1 (1%) 
 
 Indifferent staff
 1 (1%) 
 
 I believe you are short staff, but sometimes holding on for 15 mins or so is unbearable
 1 (1%) 
 
 drawing deadlines
 1 (1%) 
 
 closing at 20h00
 1 (1%) 
 
 Delivery Times
 1 (1%) 
 
 Freighter cancellations.
 1 (1%) 
 
 Service delivery
 1 (1%) 
 
 Service levels are really bad at the moment. When cargo is bumped there is no recovery and cargo is frequently bumped over a number of flights. There is also no communication from SAA on service failures.
 1 (1%) 
 
 offloads are not communicated promptly
 1 (1%) 
 
 cancelations of domestic freighters major impact on courier
 1 (1%) 
 
 THE FACT THAT THE ICARGO IS NOT READY FOR US TO USE ON A DAILY BASIS.
 1 (1%) 
 
 Offloads with no backup plans
 1 (1%) 
 
 nothin
 1 (1%) 
 
 TO IMPROVE THEIR RATES
 1 (1%) 
 
 You must centralized the express and General cargo in terms of communication of off load notification.
 1 (1%) 
 
Total: 82

22. Please rate the services and efficiency of our Reservations and Customer Service Personnel

  
Poor
Average
Good
(%)411223033
Professionalism and Efficiency
 
 
  
 
  
 
  
 
  
 
 12345
(%)39272635
Product Knowledge
 
 
  
 
  
 
  
 
  
 
 12345
(%)412182936
Friendliness and Warmth
 
 
  
 
  
 
  
 
  
 
 12345
(%)416182735
Helpfulness
 
 
  
 
  
 
  
 
  
 
 12345
(%)413183531
Communication Skills
 
 
  
 
  
 
  
 
  
 
 12345
(%)311242931
Overall service standards of our Customer Service Agents
 
 
  
 
  
 
  
 
  
 
12345
Total: 113

23. Please rate the service and efficiency of our Customer Service Agents at Acceptance Counters.

  
Poor
Average
Good
(%)410292830
Professionalism and Efficiency
 
 
  
 
  
 
  
 
  
 
 12345
(%)311232932
Product Knowledge
 
 
  
 
  
 
  
 
  
 
 12345
(%)512232533
Friendliness and Warmth
 
 
  
 
  
 
  
 
  
 
 12345
(%)513232831
Helpfulness
 
 
  
 
  
 
  
 
  
 
 12345
(%)413262631
Communication Skills
 
 
  
 
  
 
  
 
  
 
 12345
(%)411252831
Overall service standards of our Customer Service Agents
 
 
  
 
  
 
  
 
  
 
12345
Total: 111

24. Please rate the services and efficiency of our Customer Service Agents at Delivery Counters

  
Poor
Average
Good
(%)49282731
Professionalism and Efficiency
 
 
  
 
  
 
  
 
  
 
 12345
(%)28262933
Product Knowledge
 
 
  
 
  
 
  
 
  
 
 12345
(%)510262631
Friendliness and Warmth
 
 
  
 
  
 
  
 
  
 
 12345
(%)412222932
Helpfulness
 
 
  
 
  
 
  
 
  
 
 12345
(%)211253131
Communication Skills
 
 
  
 
  
 
  
 
  
 
 12345
(%)59252633
Overall service standards of our Customer Service Agents
 
 
  
 
  
 
  
 
  
 
12345
Total: 106

25. Please rate your experience with the security standards

  
Poor
Average
Good
(%)37233632
Professionalism of security personnel at the gate
 
 
  
 
  
 
  
 
  
 
 12345
(%)38233631
Efficiency of security personnel at the gate
 
 
  
 
  
 
  
 
  
 
 12345
(%)45233432
Safety in the premises
 
 
  
 
  
 
  
 
  
 
 12345
(%)58173532
The screening in the warehouse upon lodging of cargo
 
 
  
 
  
 
  
 
  
 
 12345
(%)57203333
The screening in the warehouse during cargo collection
 
 
  
 
  
 
  
 
  
 
12345
Total: 111

26. Does your company believe that there are benefits in using e-Freight?

 Yes
 96 (83%) 
 
 No
 2 (2%) 
 
 Not Applicable
 18 (16%) 
 
Total: 116

27. Is your company e-Freight ready?

 Yes
 76 (66%) 
 
 No
 26 (22%) 
 
 Not Applicable
 14 (12%) 
 
Total: 116

28. How can we improve our service and product offering to you?

 JACK U SERVICE LEVELS AND RATES.
 1 (2%) 
 
 Cargo that is booked, must fly!
 1 (2%) 
 
 Response time from the reservations team.
 1 (2%) 
 
 We have just had training from SAA for on-line cargo bookings so that should take away our biggest complaint - which is the manual booking system !!
 1 (2%) 
 
 Better rates
 1 (2%) 
 
 It is currently very difficult to get through to the reservations team, to ensure we make our booking in time for Regional shipments. Please advise if there are an alternative number to phone, if the Reservations team is unable to answer calls.
 1 (2%) 
 
 Maintaining the norm and improving telephonic bookings.
 1 (2%) 
 
 Nothing
 1 (2%) 
 
 Fine for now.
 1 (2%) 
 
 improved tracking capabilities - more real time tracking and updates. More competitive rates & specials / promotions on certain lanes every now and then.
 1 (2%) 
 
 STAFF TRAINING AND UNDERSTANDING THE PRODUCTS AND SERVICE ON OFFER ONGOING TRAINING EVEN OLDER STAFF
 1 (2%) 
 
 Dealing direct with all depots
 1 (2%) 
 
 one rule for all customers There is nohting more imporatn that then customer. We are all in the service industry. Ensure that they are treat as if they are the only customer SAA has.
 1 (2%) 
 
 training
 1 (2%) 
 
 Unecessary cancellation, to provide a service that is reliable.
 1 (2%) 
 
 We have had some miss routed bags into Africa, suggest better co-ordination of receiving side.
 1 (2%) 
 
 KEEP UP THE GOOD SERVICE BUT KEEP ON ADDING MORE DESTINATIONS, WE LIKE THAT DIRECT SERVICE AND ALSO KEEP RATES COMPETITIVE ETC
 1 (2%) 
 
 TO UPGRADE YOUR RESERVATION PORTAL
 1 (2%) 
 
 to be kept updated on developments with SAA Cargo.
 1 (2%) 
 
 NEED PERSONAL ATTENTION ON BOOKINGS, NOT A COMPUTER
 1 (2%) 
 
 communication on offloaded cargo - needs to be communicated and brought to the customers attention when this happens
 1 (2%) 
 
 pick up the phone
 1 (2%) 
 
 Contacting the client when the cargo has been bumped, have more friendly consultants like other airlines and always be helpful not promise to get back with information and never do.
 1 (2%) 
 
 LESS OFFLOADS AND MORE PROACTIVE COMMUNICATION AND FEDABCK ON POST FLIGHT INFORMATION
 1 (2%) 
 
 Visibility
 1 (2%) 
 
 Some of the staff at the counters do not appreciate business entering their doors. They are only there to receive a pay cheque. I once had a package short and were told that I should not make my problem theirs! So I had a few negative experiences with SAAC ELS and there only see the ELS branch as a hub. Not as a company that want to do business with me. I would state that from station commander to the clerks needs a review of personalized attention to detail. Times get tougher!
 1 (2%) 
 
 one on one training
 1 (2%) 
 
 Better system of monitoring flight landing and arrival times and communicate delays etc.
 1 (2%) 
 
 Staff need to realise to compete in a global market, they need to make a difference and be better than their competitors
 1 (2%) 
 
 Constant feedback and communication
 1 (2%) 
 
 NEED A GOOD CUSTOMER SUPPORT CENTER FOR AIR IMPORTS
 1 (2%) 
 
 give all in rates
 1 (2%) 
 
 Earlier arrival George , Later flights out of George
 1 (2%) 
 
 stuff need to treat clients fairly and should learn more of their product
 1 (2%) 
 
 Advise clients when cargo is bumped
 1 (2%) 
 
 better fleet planning and management to ensure and reduce amounts of offloaded cargo, accept responsibility when things do not go a planned and ensure that the claim process is better managed and completed more rapidly
 1 (2%) 
 
 Communication Is Key. See what the customers want and need.. keep us informed, so we can query and object as well if need be.
 1 (2%) 
 
 By making sure that your system and people are well trained and equiped
 1 (2%) 
 
 We need more direct contact number of Supervisors and managers. When freight is late to be notified before hand.
 1 (2%) 
 
 BUY BIGGER CARGO AIRCRAFT FOR AFRICA
 2 (3%) 
 
 Less technical issue with regard to the domestic freighter service. Find all the missing ULD`s for utilization on the freighters
 1 (2%) 
 
 Show interest in doing business with us. value our business.
 1 (2%) 
 
 By taking all clients requests serious.
 1 (2%) 
 
 Just to have staff more customer focused, as stated some staff are not very accommodating.
 1 (2%) 
 
 Please open a lane from JNB to GRJ & BFN STE
 1 (2%) 
 
 Have enough freighter
 1 (2%) 
 
 It would be beneficial if the individuals in the communication chain have a better knowledge of the specific perishable products we they handle.
 1 (2%) 
 
 SAA TRACK AND TRACE WEBSITE MUST BE JACK UP. GIVE IMEDIATE AND ACCURATE RESULTS
 1 (2%) 
 
 Regular visit by reps.
 1 (2%) 
 
 Service from front office staff in receiving is particularly poor
 1 (2%) 
 
 Extra members needed on the reservation side if possible
 1 (2%) 
 
 electronic updates
 1 (2%) 
 
 Building better relationships with all your clients. Improve communications. Follow through in case of service failures.
 1 (2%) 
 
 regular meetings to incude all
 1 (2%) 
 
 By developing and continue training your staff
 1 (2%) 
 
 Improvement in receiving point and communication
 1 (2%) 
 
 TO HIRE MORE STAFF & NOT TO WAIT 15MINS FOR BOOKING
 1 (2%) 
 
 N/A
 1 (2%) 
 
Total: 59

29. Thank you for your valued input.

South African Airways Cargo

 GOD BLESS
 1 (10%) 
 
 Durban
 1 (10%) 
 
 THANKS
 1 (10%) 
 
 East London
 1 (10%) 
 
 Clive Fehler
 1 (10%) 
 
 Thanks
 1 (10%) 
 
 GOOD
 2 (20%) 
 
 east london
 1 (10%) 
 
 South African Airways Cargo
 1 (10%) 
 
Total: 10