Posts from the ‘SAS’ Category
March 26th, 2013
Scandinavian Airlines says is to phase out European Business Class travel in its drive for competitiveness.
…which leaves SAS travellers with the only other remaining travel class, soon to be offered throughout the entire aircraft.
The article lists some of the basic offerings after the change to single-class service is enacted.
Norwegian Air Shuttle, looks like you’ll be getting some real competition soon (if you could call it that).
June 9th, 2012
When I speak the words “children on aeroplanes”, what is your immediate response?
Probably a picture of wailing babies and seats-being-kicked comes to mind almost immediately… (oh the horror!)
While it can be bad in *some scenarios*, most times we adults are able to do something to soothen any boredom or frustrations that may develop with children, especially when being cooped up on an aircraft for any given amount of time. Question is, who is going to make the effort to do so?
Yesterday, I came across a tweet by SAS:
“New memory games & sticker books for our young passengers. Flying with kids? Read more bit.ly/saskids instagr.am/p/LkMhkNzf51/”
Great! These are definitely things to capture the attention of children, keep them focused, and prolong their concentration span on something they may enjoy. Not only will the parents be glad to have a mood soother, but also other passengers travelling on the same flight.
Here’s a picture of the memory game posted on SAS’s Instagram account (I’m unsure if whether this is the only set):
Games, colouring books, sticker books — they may not mean a great deal to us. But as long as they serve an important purpose in providing for a positive passenger experience all-round (that is, maintaining a reasonably-good cabin ambience), then what is this little price to pay to an airline, like SAS, that seemingly values all its passengers, whether great or small.
Point One: Make it clear and easy-to-find!
You may have noticed that, in the tweet by SAS that I quoted previously, there was another link to their web site (bit.ly/saskids). It’s a shortened link that redirects to the “Travel with children” section of the SAS site, and it looks like this:
The site displays a few simple links that takes the user to the respective page, both on the side navigation bar and directly on the page, well-presented. Centralising these links has made it an easy reference point for any site visitor to look up all of the important facts, without having to search in a precarious manner.
I also checked out some other airline web sites, including Cathay Pacific, Emirates, Finnair, Qantas, Singapore Airlines, and Virgin Atlantic. With the exception of the latter two, the remaining either only provided a sufficient amount of information (requiring further research or enquiry), or the information was scattered across different pages that made it difficult to locate.
The SAS site strikes the best balance. Granted it may not look the most outstanding by comparison — but, more importantly, virtually every piece of relevant information can be accessed with a single click. This is what people want.
Point Two: Young passengers may be your future passengers!
On the EuroBonus page for children, I found this preamble to ring many bells:
“”There are two lasting bequests we can give our children. One is roots. The other is wings” —Hodding Carter Jr.”
“Children are the most precious gift we can receive, and we do all we can to make the trip as enjoyable, easy and smooth as possible for infants and children. This applies all the way from check in to arrival at the destination.”
Once again, appreciating the importance of what has been said there may not be possible by every living soul (which is also understandable).
Yet, what’s important to realise is how SAS places a similar level of respect for their younger passengers, and that it is also their mission to provide the same relatively-welcoming level of customer service, or passenger experience, to this group who will, one day, become self-sustaining and pay for their own air tickets.
It’s also interesting to point out that the kids of today can play a major role in pre- and post-purchase behaviour of the decision-maker. Sure they may not have direct purchasing power — but it’s the indirect aspects (that is, how they can “twist your arm to make it work in their favour”) that can make or break the purchas decision itself. Yes, some parents do let their kids steer them at times…
When we’re dealing with customer service, the same logic goes whether it’s for adults or the kids: make them happy and comfortable, and they will return.
SAS seems to understand this rather well, and they are seemingly making the best out of it. Plus, with this new generation of baby boomers, those other airlines out there would be wise to ride the wave — that is young travellers and their parents — and make the best out of a scenario which, to be honest, doesn’t take a rocket scientist to come up with a solution.
May 8th, 2012
“Scandinavian Airlines-SAS (Stockholm) has been for the past three years the most punctual airline in Norway. To celebrate this accomplishment, and probably to mock its competitor Norwegian Air Shuttle (Norwegian.com) (Oslo), known for its images of famous Norwegians on the tails, SAS has introduced this new logojet. SAS held a “most punctual person” contest in Norway. A picture of the winner of the competition has been applied to the tail of SAS’ Boeing 737-883 LN-RCY (msn 28324). The winner also won 100,000 Krones (around $17,200). It is probably a good bet this “most punctual person” will not be flying on Norwegian any time soon.”
Punctuality, one of the key variables used in weighing the viability of an airline.
In the case for SAS, they can be loud and proud about this — to the extent of conducting a contest to find the most punctual Norwegian individual, and displaying his image on one of their aircraft’s tail:
It’s certainly a great way for SAS to celebrate their success — a public relations move that hopes to further improve business.
And now, as we come back to planet Earth… :
In other news, Norwegian Trade Minister Trond Giske has called the SAS losses reported this week as “troublesome”. SAS, owned by Sweden, Norway and Denmark, reported a pretax loss of $163 million in the first quarter according to Reuters. The Norwegian government is not too excited about putting any more capital into the loss-making airline according to this article by Views and News from Norway.
Such news couldn’t come at a worser time.
Here’s hoping that SAS can continue to bank on their strengths, but not lose sight of the (many) things that have brought them to such a position.
We certainly do not want to see another airline bite the dust!
UPDATE: If that wasn’t bad enough, how about Norwegian’s reporting of solid passenger figures for April 2012?