Within the domestic aviation sector, customer service continues to be one of the biggest points of frustration for South Africans, specifically when it comes to airline punctuality - a sticking point in the last three months particularly, with some of South Africas low-cost airlines delaying as many as one in every three flights.
Irish airline Ryanair presents an interesting case study. In a recent customer satisfaction survey, 70% of respondents claimed they would never use the airline again, but despite this, the airline’s passengers have grown 80% in the past six years.
"Does this mean that as long as something is cheap, customers will continue to use it despite the service they receive? We’re not sure this is true for South Africa," asked Kirby Gordon, Head of Sales and Distribution at FlySafair.
She said FlySafair had not been reliant on anyone else to maintain its aircraft.