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<\/a><\/p>\n“While the industry score improved from 2014 to now, SAA improved by a higher margin during this time, albeit off a low base. This shows that the national carrier has done something right, particularly its on-time performance, making it one of the most punctual airlines, while Kulula has the worst on-time record.<\/p>\n
“It\u2019s not an easy environment to operate in and the best performing operators are those that can maintain the most fuel-efficient fleets, deliver the best customer experience and keep capital and operational expenses as low as possible,\u201d he said.<\/p>\n
\u201cPassengers don\u2019t simply buy an air ticket; they purchase a travel experience. Improving that experience, from booking and check-in, through security, to baggage handling and collection all forms part of the overall customer experience,\u201d said Schreuder.<\/p>\n
Other notable findings from the study include:<\/p>\n
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- FlySafair and Mango both have positive expectation-quality<\/strong> gaps of 5.6 and 0.7 respectively \u2013 this means that customer expectations are being exceeded in terms of the perceived quality of service received.\u00a0 SAA had the largest negative gap of -0.9, followed by Kulula with -0.6, which shows that customer expectations are not being met in terms of perceived quality;<\/li>\n<\/ul>\n
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- Customers of all airlines, however, do not feel that the price they pay for plane tickets is fair when looking at the quality provided by the different airlines. Kulula had the smallest gap of -0.6 on price-quality<\/strong> alignment, while SAA had the biggest at -6.2;<\/li>\n<\/ul>\n
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- FlySafair is the clear leader on perceived value<\/strong> with a score of 83.4, almost 10 index points above the industry average of 73.7.\u00a0 Kulula and Mango follow also in leader positions, both with a score of 78.8 while SAA lags far behind on 66.7 and well below the industry par score;<\/li>\n<\/ul>\n
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- On perceived quality<\/strong>, FlySafair leads with 82.9 followed by British Airways (Comair) on 81.2, both well ahead of the industry par of 77.8.\u00a0 Kulula and Mango both tie on a par score of 77.8 and SAA comes in last at 76.1;<\/li>\n<\/ul>\n
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- In terms of complaints incidence, British Airways (Comair) and Mango had the lowest incidence of complaints at 4.2% and 4.6% respectively, followed by FlySafair (6.3%).\u00a0 Kulula (7%) comes in on par and SAA well below par with the highest incidence of complaints at 12.3%.<\/li>\n<\/ul>\n
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- In terms of complaints incidence, British Airways (Comair) and Mango had the lowest incidence of complaints at 4.2% and 4.6% respectively, followed by FlySafair (6.3%).\u00a0 Kulula (7%) comes in on par and SAA well below par with the highest incidence of complaints at 12.3%.<\/li>\n<\/ul>\n
- On perceived quality<\/strong>, FlySafair leads with 82.9 followed by British Airways (Comair) on 81.2, both well ahead of the industry par of 77.8.\u00a0 Kulula and Mango both tie on a par score of 77.8 and SAA comes in last at 76.1;<\/li>\n<\/ul>\n
- FlySafair is the clear leader on perceived value<\/strong> with a score of 83.4, almost 10 index points above the industry average of 73.7.\u00a0 Kulula and Mango follow also in leader positions, both with a score of 78.8 while SAA lags far behind on 66.7 and well below the industry par score;<\/li>\n<\/ul>\n
- Customers of all airlines, however, do not feel that the price they pay for plane tickets is fair when looking at the quality provided by the different airlines. Kulula had the smallest gap of -0.6 on price-quality<\/strong> alignment, while SAA had the biggest at -6.2;<\/li>\n<\/ul>\n