In line with the new strategic direction of AFRAA and in an effort to facilitate beneficial cooperation among member airlines, this Task Force was set-up in June 2011 to evaluate the feasibility and viability of establishing a Joint Customer Contact Centre to compliment the sales and communication efforts of airlines. The Task Force is expected to complete its task by December 2011.

Objective of the Project

The objective of this project is to determine to cost-effectiveness, practicality and sustainability of setting-up and managing a Joint Contact Centre to complement airlines' sales and information dissemination function on 24/7, 365 days. Where a business case is established, a Steering Committee will set-up and manage the Centre on behalf of participating airlines.

Benefits of Project to Participating Airlines

• Provision of 24/7 customer contact and sales support
• Lower initial set-up cost per airline
• Lower operating cost per airline since infrastructure and administrative costs will be shared
• Opportunity to generate additional sales from off-business hours
• Timely communication to passengers/clients anytime the need arises – flight disruptions, schedule change, etc
• Wider market coverage and timely online interaction with clients
• Competitive edge over airlines without Contact Centres

Project Consultant

SITA has kindly offered to be the Consultant for this project. SITA has excellent information communications technology experience, expertise and industry knowledge and will bring this to assist the Task Force.

Proposed Airlines on the Task Force

Air Botswana
Air Ivoire
Air Mali
Air Malawi
Air Namibia
Air Nigeria
Air Zimbabwe
ASKY Airlines
LAM-Mozambique Airlines
Precision Air
Rwandair
Sudan Airways
Toumai Air Tchad