Vernon Chalmers SEO

Before my last business trip to Durban during May 2011 I learned that SAA suspended Cape Town to Durban flights and offered me a seat via one of their low-cost partners. This was at the time not very appealing and I went searching for a more sustainable option. 

Time for change – British Airways Efficiency
I contacted British Airways via their call centre to enquire flight schedules, pricing and available to Durban. I was immediately served by a highly proficient consultant who offered me a much cheaper flight than the equivalent SAA-association and was also offered British Airways frequent flyer Executive Club membership. Less than 24 hours later I was confirmed on a flight to Durban and a brand new Executive Club member (courtesy of a very efficient BA online customer interface).   

Efficient and intuitive online check-in procedure(s)
 What made this experience very special indeed was the end-to-end check-in procedure and the fact that I could print my boarding pass at my home-office. This complete BA online experience is indeed something that the complete BA team must be very proud of. The application, instructions and information of this operation could not have been easier. Regular email communication before - during - after the complete trip provided up-to-date information of the various check-in and other important information.  

So what about the flight and the BA staff?
On both legs of my trip I experienced professional BA ground and in-cabin service staff with a definite drive to ensure an above satisfactory experience for their passengers. And of course I enjoyed the complimentary in-flight Woolworths food and bar service. With a new client waiting in Durban I could not ask for a better start. 

Lasting impression
On receipt of my British Airways Executive Club card in the mail a few weeks ago I came to realise that this is indeed symbol and value to my future travel / flight decisions. As a frequent flyer I do not always look forward to the airport / flying experience, but looking forward to complete this great BA experience again in the near future.

Well done British Airways – your staff and systems are top class.

e-Commerce advantage / learnings
As an e-commerce lecturer I had a great feel-good feeling during this process as I know that this would be an excellent example / case study for all my e-Commerce students coincidentally starting next week.