Air Mauritius Announces a Shift Towards Customer Service

In a statement addressed to its customers, Air Mauritius has announced a revision of its policy, placing the enhancement of customer service at the forefront of its priorities. The national airline acknowledges that the current quality of its service does not meet expectations and expresses its intention to implement change.

CEO, Andre Viljoen, aims to take advantage of this pivotal moment to revisit its mission, realign its priorities, and work on restoring the company’s image. This repositioning is seen as a necessary step for Air Mauritius to regain its former level of excellence.

The statement highlights an internal awareness: Air Mauritius admits that its service is "not where it should be." This acknowledgment is accompanied by a formal commitment to improve the customer experience, focusing on listening, availability, and closeness to passengers. Management expresses a desire to get closer to its customers and take concrete steps to meet their expectations.

Among the first actions mentioned, Air Mauritius announces a strengthening of its customer service during the festive period. An expanded management team, including top management, has committed to being involved daily to ensure better handling of requests and to intervene when service falls short.

The company also specifies the extension of customer service hours, a measure presented as a tangible sign of this policy shift. The statement emphasizes a major goal: to rebuild customer trust. Air Mauritius aims to be present to address questions, assist passengers, and establish a more transparent relationship.

Through this message, the national airline seeks to send a clear signal of transformation, combining acknowledgment of challenges with a commitment to gradually changing its practices.