Guest Spot: We want to provide high class services
Since it started operating in the country to replace the defunct Air Malawi, Malawian Airlines has increased a number of destinations it flies to and is gradually making strides on the market. Our reporter Paid Mpaso talks to the company’s chief executive officer Kassim Geresu who explains his company’s vision.
Q: How has Malawian Airlines fared on the market since inception?
A: We believe we have changed the landscape of doing business in Malawi. First, we have enhanced competition, which has resulted in reduced airfare prices. As a result, there has been an increase of people flying in and out of Malawi. For the first nine months (January-September) we gave transport to 60 000 passengers. Further, we now fly to nine destinations, daily to Johannesburg; four times a week to Lusaka; three times a week each to Harare, Dar es Salaam, Tete and two times each to Beira and Nampula. Domestically, we have two flights daily between Lilongwe and Blantyre. We believe we are steadily moving forward.
Q: Why is the airline focusing on the Sadc region only?
A: It is not about focusing on Sadc region but we started with countries around us since we are a small airline with limited capital. We have plans to fly outside the Sadc bloc. We acknowledge that the Sadc region has the potential for economic growth. Air transport is particularly crucial as it acts as a stimulator for facilitating investment, regional trade and integration, and promotes growth of tourism. We have enhanced the speed at which people are conducting business in the region. Passengers used to spend up to 18 hours to travel to Harare through Addis Ababa, Johannesburg or Nairobi but now it takes just about one hour. People used to spend two days driving to Nampula and or almost an entire day to Beira in very arduous conditions, but now it takes just one hour to reach these destinations. This is remarkable for Malawi as it requires such regional connectivity to spur its economic growth.
Q: What are the key features of your success so far?
A: We have provided into the market new generation equipment Boeing 737-800 and Bombardier Q400. These are new planes and it entails our decisiveness in facing the market with considerable resolve. We have also invested hugely in training our human resource internationally and these include local pilots and other cabin crew members. Our goal is to use the knowledge power to provide high class service to the passengers. Effective October 1 2014 we introduced the Frequent Flyer Programme in which our passengers are able to accrue mileage for use in purchasing ticket or upgrading class of travel among other products. We have also managed to perform as the second best in On-Time Performance at OR Tambo airport in the month of October. The feedback from other airports is equally the same. We are laying a strong foundation for the long term success of the airline.
Q: You said Malawian Airlines has been rated 2nd best in On-Time-Performance for October 2014 at OR International Airport. How did you manage that?
A: We have been encouraged by that rating by Airport Authorities at OR Tambo in South Africa. You will appreciate that almost all major airlines in the world fly to OR Tambo airport. To be rated second best and with a 96.7 percent mark is no mean achievement. However, we decided from inception to provide a reliable, efficient, convenient and timely service to our passengers. We provide professional and efficient service on ground and in-flight and adhere to all security and safety issues prior to each flight. The age of the aircraft and maintenance reliability are also the major factors. That way we are able to maintain a remarkable On-Time- Performance record. We desire to remain outstanding at all times in our pursuit to be the best airline of choice in this region.
Q: What challenges have you faced since you started operations in January this year?
A: The major challenge is high jet fuel price in home-base Malawi; which is the highest in the SADC region, if not the world. High airport charges at destinations where we are flying including Malawi. The airline is also facing shortage of pilots who are rated in our New Generations aeroplanes, forcing us to still be using some pilots loaned from Ethiopian Airlines. Currently, we have six Malawian pilots whom we trained and already deployed in our operations. The other challenge is stiff competition particularly for the Johannesburg route.
Q: What should travellers expect in terms of service delivery as you are about to clock one year in operation?
A: We would like to assure our esteemed passengers to expect nothing less than world-class service onboard Malawian Airlines. We will endeavour to build on the positives of ground and inflight service that we already offer. We have started a business journey that we are prepared to undertake despite challenges we might encounter on the way.
