Letters from our Passengers
Write to us at indwe@flysax.com

The writer of the Letter of the Month will receive a Ferrari Racing Collection 2 Red Roller Ball Pen, packaged in a F1 Ferrari case. Sponsored by Corporation 4 Pens, tel: (011) 483-1640.

Letter of the Month

Dear Editor
I am a frequent flyer and I average up to two flights a week. Due to the amount of time I spend flying and the various locations that I visit, I am able to make use of all the different airlines. I was absolutely blown away by the service I received from the two flight attendants on my flight back from Bloemfontein to Johannesburg, 17:20 on 3 August 2006. The two attendants in question were Portia and Sarah. The flight was relatively full, I was cold and it had been a very long day, but your staff made me feel very comfortable - they helped to relax the atmosphere, they portrayed a professional image and were very friendly. Normally on these smaller aircraft one feels a little nervous, but this was an experience I will not forget. Thank you to your airline and your staff. You’re doing a great job!
Regards
Bruce Haygarth
Group Store Development Manager

Dear Editor
It is with both sadness and appreciation that I write to you. One sees far too often how anger drives people to put pen to paper and complain about service, and life in general, but far too little time is spent on complimenting those who deserve a pat on the back. Often these are the ‘behind the scenes’ people who have to explain when something goes wrong or put out a few fires after situations have gotten out of control.

I remember about two years back when the announcement was made that Express was to take over the coastal routes and the negative reaction from both staff and passengers that surfaced - even before the change had taken place. I also recall the day when these little ‘poer-poer’ planes landed, the remarks made from the passengers who refused to climb on board these little ladies of the skies. Then came the compliments, one by one, as I met the individual flights, and passengers complimented us and gave me messages to pass onto crew about exceptional service on board these aircraft. I watched with delight how, plane after plane, most of the crew were a jovial and happy bunch, which definitely rubbed off onto the passengers and made their flight that much more of a pleasant experience, and our work on the ground a lot easier. It is the likes of hard workers like Kavitha Reddy, a lass who has won my loyal friendship and Brent van Zyl, with his constant friendliness, as well as Nicolene, Tony Bustin, Rene Louw, Monique van Heerden, Lindiwe Mthembu, the tough Michelle Dreyer, and not to forget our dearest late Peter Ovenstone, whose warm and friendly manner will forever remain in our memories. They, and many whom I do not know by name, make all these wonderful experiences possible and to them I say “Thank You”, your efforts do not go unnoticed.

It is with sadness that I hear that some of these colleagues’ contracts expire around the end of August. I’m reminded of how there are people working for various other airlines who do not show much interest in their work and are miserable on board and on the ground, yet they hold permanent positions, even with their grumpy faces and sour attitudes. And then there are these stunningly happy people who naturally continue to smile, even though they know their service is coming to an abrupt end. Can we not put protocol behind us, and renew their contracts before they expire, so as to keep our clients happy and content?

I end by leaving you with two of my favourite sayings that have helped me keep the smile I carry permanently on my face: “If everyone, everywhere went to work everyday with the same excitement about commitment and service as they did the day they applied for their jobs, we would never have an unhappy client anywhere in the world.”

And lastly, “Always thank God (our Father) for the bad times, for without them, we would never know the
good times.”

Yours always in Service
Elisabete Gregory (Lis)

Dear Editor

As we enter into the Women’s Month celebrations, I would like to commend and salute you and all your female staff at South African Express Airways. Being a frequent flyer myself, yesterday morning (03/08/2006) I took the 06:20 flight to Johannesburg from Bloemfontein. It was extremely cold and I really saw no reason for anyone to smile. However, your flight attendants were all smiles and advised everybody that we should all be grateful for the cold weather; as if it had been dusty we would be just as disgruntled.

I was reminded of Eleanor Roosevelt’s phrase “To lead yourself use your head but to lead others use your heart.” I guess it is true that the leadership of the company is reflected in the attitude of its employees. I am convinced that as a woman, a mother, a leader, a wife, a manager and a role model the above phrase explains the smiles we saw on the faces of your attendants. When we finally arrived in Johannesburg, the bus to take us to the terminal had not yet arrived and there was a 15-minute delay. Your attendants again calmed everybody down and reminded them that their business is SAX’s business and that we should all forgive Joburgers for being asleep at that time as they are not really acquainted with such cold weather.

Thank you once again for making it a pleasant experience under trying circumstances. I guess it is true that a “woman is like a teabag, it’s only when she is in hot water that you realise how strong she is.”

Kindest regards
Phillip Jnr. Monyane

Dear Editor

I prefer not to fly in anything smaller than a 747. Anything smaller makes me nervous. I would however like to compliment SAX for the perfect flight to Bloemfontein this week. The De Havilland was quiet and very comfortable. I would also like to commend the cabin staff for the very professional way in which they handled a very difficult American tourist and her child. They went above and beyond what were expected of them despite her extremely rude attitude! True South African hospitality!

I think the staff at SAX is definitely ready for 2010! I shall gladly fly SAX again.

Regards
Dr Ben Prinsloo