What has happened at OR Tambo?
What has happened at OR Tambo Airport (ORT)? Amidst seeming anarchy at ACSA board and senior management level, fights with the retiring chairperson and allegations against the CEO, at least something seems to have been put right at operational level.
I have been through the airport eight times in twelve weeks: three of the flights were local and five were international. Apart from one occasion recently when luggage from the BA flight from Port Elizabeth took forty-five minutes to arrive at the carousel, this after an hour delay in take-off from PE, each time I have been impressed by the improvement in the level of service.
Alec Hogg of Biznews recently commented favourably on the speedy service at the arrivals passport control. I have had the same experience and the efficiency, the speed and the friendly welcome compared well with recent visits to airports like Mauritius, Taipei, Manila, Singapore and Hong Kong.
Although Singapore, for example, and especially Terminal 4, is the last word in modernity and makes most other airports look more than a little tired, its self-check-in was not working properly and a lengthy queue followed by fingerprint machines that couldn’t pick up my fingerprints made the check-in process tiresome. Check-in at ORT on each occasion has been infinitely better and what has impressed has been the friendly helpfulness of staff, SAA, Cathay Pacific and BA, as well as people manning information booths. This has not always been the case in the past.
What we need now is similar service improvements at all our airports, hotels, shops and restaurants. It is amazing what a difference a smile and a friendly word can make, particularly to foreign tourists. Likewise, efficient and caring service always impresses. It makes tourists feel welcome and there is nothing better than word of mouth endorsements by visitors when they return home and tell their friends good things about our country.