THE ‘Help us Improve’ SMS campaign at Cape Town International Airport has been extended to include a competition in a bid to boost feedback.
The competition, launched by Acsa, allows passengers to use feedback cards to rate various facets of service delivery at the airport.
Passengers who submit feedback stand a chance to win prizes sponsored by, among others, Mango and Budget Car Rental.
Benefits of this ‘Help us Improve’ campaign competition include:
• Highlighting areas that passengers are satisfied with
• Measuring the impact of Acsa’s corrective actions
• Providing a convenient platform for passengers to air their views
• Highlighting areas that warrant urgent attention
• Triggering action plans to correct anomalies
• Gaining first-hand feedback from airport users and to address their primary concerns
• Airport users are mobilised to engage with Acsa
“Since the launch of the campaign in June last year, the feedback from passengers has more than doubled when compared with previous months,” says Acsa communication manager, Deidre Hendricks.
Hendricks says the response from passengers has been constructive in initiating change. As a result of feedback the following service initiatives have been put in place:
• Bathrooms: The appearance and cleanliness of the bathrooms have been upgraded.
• Retail: Retailer spill over has been cleaned up with retailers agreeing to operate according to their lease agreements.
• Additional seating: Acsa has brought in additional seating to the domestic terminal.
• Capacity constraints: Acsa has commissioned a temporary holding facility for domestic passengers, almost doubling the domestic departure capacity.
