SAA to introduce wrapping baggage as permanent customer service

On 22 January SAA introduced a complimentary baggage wrapping service to customers travelling out of Johannesburg. The trial has now been concluded and customer feedback proven positive. 

The number of bags pilfered from SAA out of OR Tambo International Airport was the lowest ever recorded in March 2014, even lower than the previous record achieved during the June 2010 soccer World Cup, when government security agencies safe-guarded baggage at all Airports Company South Africa (ACSA) airports. 

Tlali Tlali, SAA’s spokesperson notes that the baggage wrapping has provided the best results to date. 

“For quite some time now, claims and complaints relating to baggage pilferage and damage presented a major challenge to us. Several initiatives were implemented but could hardly bring any significant improvements for the customers and the airline. In an effort to provide the best possible solution, we decided to implement a baggage wrapping service in order to significantly reduce if not eliminate baggage handling irregularities.” 

After a successful trial, SAA has decided to permanently roll out the project nationally at all domestic airports where the airline operates. A supply chain process will now be initiated for the procurement of a service provider who will implement the service on a permanent basis. This open tender will soon be advertised in major newspapers. 

The initial trial period began in 2012, when SAA introduced baggage wrapping as a one day test. SAA subsequently decided to run a trial on a much longer period in order to obtain a lot more reliable data. 

During the completed trial phase (from January to April 2014), 73% of bags had been wrapped and a pronounced decline in reported incidents of pilferage or damage was noticed. 

“At all times, SAA endeavours to create innovative developments that seek to enhance value proposition to its customers. Therefore, the results of this trial are a testament to SAA’s commitment to customer satisfaction, ensuring safety and sustainable partnerships,” Tlali added.