Understanding that the “customer is always right” is a key to providing total customer satisfaction

Travel with Flair: A trip into Quality Culture driven by excellence and commitment

The largest private travel management company of South Africa believes in Quality Culture education

© 2016 D. Veg / Raoul M.

Traveling has become one gigantic industry. Only in the past year, 2015, the Global Globe Trotter Foundation estimated around 40 million flights took off and landed safely around the world. This means that more than 3 million passengers were taken to their different destinations worldwide, on a daily basis.

And even when travel is, without a doubt, one of the greatest pleasures of life, sometimes traveling is also a dire necessity. A successful, comfortable business flight could be the difference between closing a deal or, on the contrary, committing a terrible mistake. This is not to be taken lightly: for those who need to take a plane or a boat for work, a safe and peaceful travel is of the utmost importance.

The South African travel management company Travel with Flair understands this perfectly. During the past twenty years, Travel with Flair has positioned themselves as the largest privately operated travel management company in South Africa. And their growing market share numbers testify to an even brighter future: currently Travel with Flair controls 10% of the market share in South Africa, offering high quality services for state-owned companies, the South African government and international corporations.

Their commitment towards quality is firmly based upon the concept of total customer satisfaction. This means that Travel with Flair has focused its personnel on several Quality Culture practices, such as continuous improvement based on customer feedback, listening to customers’ wishes, offering products and services with new attractive quality features – following Kano`s customer satisfaction mode, and in their own words, “understanding that the ultimate boss is the customer”.

An Academy for Education in Quality

© 2016 D. Veg / Raoul M.

This Quality Culture approach towards travel management business has motivated Travel with Flair to establish their own Travel Academy. An institution created to educate and train their flight crews and company personnel, for their demanding corporate culture based on service and customer satisfaction. Even further, Travel with Flair has transformed their Travel Academy into an educational and job opportunity center, recruiting candidates to work with them, from among South Africa’s least developed communities.

For their endeavours towards total customer satisfaction, for their understanding of Kano’s model, for their healthy practices of listening to customer feedback and training their personnel on a regular basis, and for their social impact due to creating job opportunities for those in less favorable conditions, Business Initiative Directions has chosen to award Travel with Flair with the BID Quality Award, in recognition to their unwavering commitment to Total Quality Management and constant pursuit of excellence.


BID is a private and independent organization founded in 1984, whose primary activity is business communication orientated towards quality, excellence and innovation in management. A leader in the broadcasting of Quality Culture, BID recognizes those companies and organizations which lead the most important activities in the business world, and is considered the founding organization in the broadcasting of the Culture of Quality, Excellence and Innovation in 179 countries. The trophy symbolizes a pledge to the principles of Quality Culture. The QC100 Total Quality Management Model, together with the Quality Mix program, media coverage of the convention and its impact on the community and business sector, create an unmatched platform for continuous improvement within the organization and awareness of the achievements of the company at an international level. Awards are given only to those who are committed to improving their Quality Culture based on the principles of the QC100 Total Quality Management Model. Candidates are proposed by the leaders of previously awarded companies who they consider worthy of the award. Especially meritorious candidates may also be nominated. The International BID Quality Award Selection Committee then chooses the winning companies who will receive the award in New York, Paris, Geneva, Frankfurt, Madrid and London.

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