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Nathalie Schooling

CEO at nlighten.
An experienced strategist, trainer and customer experience improvement specialist, Nathalie has more than 25 years of experience in the customer service industry.
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Latest posts by Nathalie Schooling (see all)

Bye bye BA/Comair> A letter from Nathalie Schooling, CEO, nlighten

(A open letter from an unhappy customer)

Dear Erik Venter,

I’ve had enough.

After more than 15 years of loyalty – you have officially lost me as a client.

I simply cannot justify the financial and emotional expense of dealing with an airline that does not seem to appreciate the ripple effect that one delayed flight makes in the lives of its passengers.

Worst of all, it happens a lot. Imagine what the actual impact is on people’s lives, families, businesses, even the economy, if one had to measure these regular delays over a period of time?

As someone who, up until now, has flown with British Airways probably 3 times a month, every month, the regular delays that I experience with your carrier are simply unacceptable. Add to this the poor (slow) service we are subjected to in the Slow lounge, and the lack-lustre and disrespectful way in which passengers are treated by on-flight staff, and I find it really hard to justify the additional expense I’ve been paying for BA flights.

Flight delays aside, the administrative process of redeeming Avios Miles is genuinely more burdensome than obtaining a new passport from Home Affairs. Measure for measure, I simply do not see the value for the cost I am paying.

So, I’m switching all our company’s domestic travel to Safair.

Sure, they offer less frills, but at 40% cheaper per flight, I am happy to perhaps sit a little less comfortably knowing that I am going to reach my destination on time which, let’s remember, should be the primary objective of an airline.  They deliver what they promise!

Changing to Safair at their current rates compared to British Airways, and at my current travelling frequency, will save me more than R 50 000.00 per year, which will buy a business class ticket to most holiday destinations offered by Emirates (so, I’m creating my own loyalty miles).

Seems like a bit of a no-brainer really.

Nathalie Schooling : CEO | nlighten


This article is on on News24: https://www.news24.com/MyNews24/bye-bye-bacomair-20180830


View the previous nlighten article by Nathalie Schooling: How Customer Experience Impacts Bottom Line Growth

nlighten. enhancing customer experience: www.nlighten.co.za