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We heard on Thursday last week that the computers were down on the domestic side of OR Tambo International Airport, so it seemed like a good time to check how well flight information coped with the challenge.
Acsa has implemented a voice-recognition system that caters for all generic queries around flight arrival and departures, so actually speaking to a person is something of a challenge.
Using the system it took less than two minutes to access information about the arrival of international flights from London.
The steps offered were clear and should be understandable by most people using the system.
Looking at domestic departures, the system picked up eight options from my deliberately vague search and routed me to an operator for further information.
Unfortunately, because of the computer problems the agent was unable to give me updated departure information since the airlines were not feeding that information through to them.
The fact that there aren't any systems providing this information to Acsa when the computers are down is a little troubling.
SA call centre score card
| | Time taken to answer call | First Impression | Ability to answer query | Courtesy of agent | Overall score
(not an average) |
| Acsa | Less than 2 seconds | 4/5 | 4/5 | Not applicable | 3.5/5 |
Vodacom | Not answering call: 45min
(2nd time around) 10sec | 0/5 | 5/5 | 5/5 | 1/5 |
| SA Revenue Service | 13sec
Time taken to respond to urgent escalation: 63 hours | 4/5 | 0/5 | 4/5 | 1/5 |
| McCarthy Call-a-car | 13sec | 5/5 | 5/5 | 5/5 | 5/5 |
| Dial-Direct | 15sec | 5/5 | 4/5 | 4/5 | 4,5/5 |
| Multichoice | 4 min 30 sec | 3/5 | 5/5 | 4/5 | 2,5/5 |
| Jo'burg Connect | 4min 30sec | 2/5 | 0/5 | 3/5 | 1/5 |
| 1LifeDirect | 40sec | 4/5 | 4/5 | 4/5 | 4/5 |
| Mango | 25sec
second call -5min | 3/5 | 3/5 | 4/5 | 2/5 |
| Virgin Mobile | 30sec | 0/5 | 5/5 | 5/5 | 3/5 |