Airports Company South Africa (Acsa) has launched a mobile app that aims to enhance the customer experience for passengers as they move through the company’s airports or seek travel-related information.

The Acsa App is available for free download on Apple, Google and Huawei App stores. 

“The app, which was designed to make the passenger airport experience easier and seamless, has considered the needs of our customers when getting ready to take a flight. Passengers can get all the information they require when travelling, at the touch of a button,” said Mthoko Mncwabe, Chief Information Officer at Acsa.

“Registration is easy and simple and we have taken into consideration the Protection of Personal Information Act (POPIA) and data privacy, and passengers can also unlock their ultimate airport guide by using their email address, Google details, Facebook or Twitter accounts to sign up. Once registration is complete, users will simply need their email address and password to sign into the app when they need to transact.”

Customers can view and search for flights by airport or use advanced search to get flight information for future flights. This functionality also allows passengers to subscribe to a flight to receive notifications on their flight status.

“Travellers can also pre-book parking at OR Tambo and pay for parking tickets easily by using the app. Save your vehicle and card details for easy access and payment for parking. This functionality also allows you to save your vehicle location, so you never get lost in any airport again,” said Mncwabe.

Navigate through airports

He said the Airport Guide on the app allowed passengers to search and navigate to a point of interest inside the airport. This means passengers will not waste time asking where to find their favourite restaurant, and furthermore, all airport facilities and services are listed for ease of reference.

The Health and Safety feature is a functionality that prioritises the health and safety of Acsa’s passengers. It provides access to the clinic, current COVID-19 protocols in Acsa’s airports and its medical call-out procedures for all emergencies. COVID testing service providers are also listed for passengers’ convenience, and travellers can book and store the results of their PCR test when travelling through OR Tambo.

“Also, we value the voice of our passengers, hence we are allowing our customers to give us feedback directly through the customer feedback functionality on the Acsa App and customers can also respond to short surveys regarding their satisfaction levels,” said Mncwabe.

Instant support

Importantly, he added, customers could receive instant and consistent support to all their queries on the app through the use of artificial intelligence (AI)-driven chatbot on the platform. They can also directly interact with Acsa’s customer service agents using the app’s intuitive chat interface.

“The launch of this app is part of Acsa’s digital transformation drive that is central to enhancing the modern customer experience. With this innovative and convenient-to-use digital platform, our passengers can not only look forward to a smooth customer journey but also receive all the information they need to move through our airports with ease and efficiency,” said Mncwabe.