SAA speaks out on system-related delays

The national carrier has been quick to respond to FTW Online regarding complaints by its customers published earlier this week. “SAA Cargo has implemented a new generation web-based system called i-Cargo which replaces our legacy systems, Safron and Zebra, and is designed to improve operational efficiencies and service to our customers,” CFO Gary Hoyle told FTW Online. “We are live on i-Cargo following implementation of Phase 2 which impacts all areas of operation worldwide.” The system cutover was on Sunday morning, October 3. “We have experienced teething problems as happens with any system change,” said Hoyle. “The main areas of concern related to transaction data that was erroneously omitted for the period September 30 to October 2 and had to be manually captured. Staff are also getting used to the new procedures to be followed on the system,” he said. “We have been communicating with our customers, we informed them about the change in the system prior to implementation and have been regularly updating them about the challenges that we have faced. We have addressed most of these and things are improving on a daily basis.” While the airline understands its customers’ frustrations, Hoyle is confident that the teething problems will sorted out in the near future. “We have made arrangements to set up additional counters to minimise the delays. We also have a dedicated team that is working around the clock to ensure that our customers’ needs are addressed,” he said.