Customer Service
Note that one of the reasons stated for Comair's success is a focus on Customer Service. This has been noticeable on my last few flights with BA and Kulula and certainly means I'll continue to book on them.
The Flight Attendants are really good and whoever is doing the recruitment needs a pat on the back. Somebody has got it right!
SAA could take a leaf out of Comair's book on Customer Service!
YOUR FRONTLINE IS YOUR BOTTOMLINE