Zuks Ramasia, GM Operations for SAA said: “SAA is absolutely thrilled to win this prominent award as On Time Performance is a critical factor considered by customers when selecting which airline to fly. Winning this award also highlights our employee’s commitment to ensuring a seamless travel experience to our valued customers.”

This category includes airlines based in the Middle East and Africa that operate at least 30,000 scheduled flights annually within the Middle East and Africa. The flight status coverage threshold was set at 80%.

The other 4 Finalists included Etihad Airways, Gulf Air Company, Qatar Airways and Saudi Arabian Airlines. The OTPS Awards program recognises airlines around the world that achieve sustained operational excellence. Airlines are recognised for delivering the highest percentage of flights to their arrival gates within 15 minutes of the scheduled arrival time.

Clamping down on baggage irregularities and pilferage

SAA’s unrivalled on-time performance is complemented by substantial improvements that have been achieved in baggage handling, resulting in historically low levels for baggage irregularities or pilferage.

SAA embarked on a system-wide, structured approach to improve baggage handling during the past year, as part of the airline’s overall passenger service enhancement project. Several initiatives were launched to systematically re-engineer the way in which baggage is handled. Collaboration between the airline’s Baggage Services and Group Security Services departments, airport ground handlers, outstations and Airports Company South Africa was intensified with the view to improve the way in which SAA executes surveillance and decisively deals with challenging operational areas. The result is that SAA has achieved its goals with respect to baggage delivery and continues to review and enhance its operational procedures.

“SAA is grateful to its employees and partners for helping it to achieve this outstanding on-time performance and baggage handling success. We also appreciate the recognition that we have received from FlightStats, as well as from our passengers who regularly share their feedback with us and have provided positive reinforcement of our efforts,” said Ramasia. “It is only through collaboration and teamwork at all levels that SAA has been able to achieve these important goals. But we will not rest on our laurels - rather, we will continue to apply a laser focus on providing our valued customers with reliable and high-quality service in every aspect of the travel experience.”