flynas, Saudi Arabia's national carrier, has conducted a survey among 41,000 guests which revealed the exceptionally high rate of 91 percent customer satisfaction in 2013. The survey measured customer satisfaction starting from booking the ticket until reaching the destination and included the flynas website, ground operations at the airport and the overall flight experience across three categories; strongly satisfied, satisfied and fair. “Staying close to our guests is one of the keys to the success of flynas and we consider the service we provide to our guests to be our most valuable resource,” said Ghassan Kaddoura, Executive Director of Customer Service & NAS Academy. “Customer feedback is our main consideration in developing flynas services to the level where we exceed our guests expectations and as we approach the close of the year I can proudly state that we have zero pending issues.” During 2013 flynas communicated with 245,000 guests using all its channels to receive their comments and suggestions and attend to any issues, with customer feedback coming in through the flynas interactive website, call center and social media channels, as well as through cabin crews and personal visits to the customer service office. The Customer Service Unit was established in June 2009 with the hiring of a very capable group of Saudi nationals led by the Customer Service Manager, Laila Al Quraishi. Today, the thoroughly experienced customer service team makes sure all customers' comments and issues are attended to very quickly through a highly accurate system of procedures that covers all types of issues. In addition, to enhance the level of customer service flynas recently launched a new concept of hospitality by referring to its passengers as ‘Guests'. Kaddoura further said “it is our close attention to customer service that enables us to keep our brand promise to be ‘Simply better at everything we do' and make flying more comfortable, convenient and cost-effective for our guests.” Since its launch in 2007, flynas has carried more than 12 million passengers on 110,000 flights, with the highest rate of passenger growth recorded in 2013 when the passenger load hit more than 3 million. — SG
