Flynas scores 91pc in customer satisfaction
Riyadh, December 19, 2013
Flynas, Saudi Arabia’s national carrier, recently conducted a survey among 41,000 guests which revealed a customer satisfaction of 91 per cent in 2013.
The survey measured customer satisfaction starting from booking the ticket until reaching the destination and included the flynas website, ground operations at the airport and the overall flight experience across three categories; strongly satisfied, satisfied and fair.
“Staying close to our guests is one of the keys to the success of flynas and we consider the service we provide to our guests to be our most valuable resource,” said Ghassan Kaddoura, executive director of Customer Service & NAS Academy.
“Customer feedback is our main consideration in developing flynas services to the level where we exceed our guests’ expectations and as we approach the close of the year I can proudly state that we have zero pending issues.”
During 2013 flynas communicated with 245,000 guests using all its channels to receive their comments and suggestions and attend to any issues, with customer feedback coming in through the flynas interactive website, call center and social media channels, as well as through cabin crews and personal visits to the customer service office.
“It is our close attention to customer service that enables us to keep our brand promise to be ‘Simply better at everything we do’ and make flying more comfortable, convenient and cost-effective for our guests,” Kaddoura concluded.
Since its launch in 2007, flynas has carried more than 12 million passengers on 110,000 flights, with the highest rate of passenger growth recorded in 2013 when the passenger load hit more than three million. – TradeArabia News Service