SAA Uses AI to Speed Up Customer Complaints Resolution
6th August 2025
South African Airways (SAA) is adopting artificial intelligence (AI) to improve customer service and accelerate how complaints are resolved. This move is part of the airline’s broader effort to digitally transform its operations and improve the passenger experience.
Ohis Ehimiaghe, the airline’s Regional Manager for Africa, the Middle East, and the Indian Ocean, explained how AI will change the way customers interact with the airline. He said AI-driven virtual assistants and chatbots will enable passengers to handle bookings, access boarding passes, and get answers to their questions quickly and conveniently.
“By using AI, we can provide personalised travel services that adapt to each passenger’s needs, making the travel experience smoother and more efficient,” Ehimiaghe added.
Earlier, Ehimiaghe spoke at a Lagos Chambers of Commerce forum where experts discussed how AI is transforming the workplace and the skills workers need to stay relevant. He pointed out that as AI automates routine tasks, employees will need to develop new skills that work alongside AI technologies.
SAA’s Growth and AI Integration Plans
To highlight AI’s impact, SAA also shared updates on its expansion plans. The airline will launch new routes to Maputo and Gaborone, with three more international destinations scheduled for 2026. Additionally, the airline plans to grow its fleet to 50 aircraft over the next five years.
Kemi Leke-Bamtefa, SAA’s Nigeria Country Manager, confirmed the airline’s commitment to keeping business partners informed and prepared for changes in the aviation sector. She said, “We will support our partners with the key information and skills they need to adapt and succeed in this evolving environment.”
What This Means for Customer Support Professionals
For customer support teams, AI tools like chatbots and virtual assistants offer a chance to handle inquiries faster and more accurately. This reduces wait times for customers and allows support staff to focus on more complex issues.
Developing skills in AI and automation can help customer support professionals stay ahead as these technologies become standard in the industry. For those interested in boosting their AI knowledge and skills, resources like Complete AI Training offer tailored courses for customer support roles.
- Use AI chatbots to quickly resolve routine questions and complaints.
- Learn to work alongside AI tools to improve service quality.
- Keep updated on new skills that complement AI automation.
As SAA moves forward with AI integration, customer support staff have an opportunity to enhance their roles and deliver better service in a changing aviation industry.
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