SAS is making improvements to its customer service and product after admitting passengers are deserting it for Ryanair and Go.
A training programme has been put in place to improve staff service, new booking products are being rolled out and UK agents will be visited by the airline’s sales team.
SAS manager product development for partners Catharina Teorell said: “We have a tough competitive environment with Ryanair and Go coming in.
“We admit some of our customers are price sensitive and are tempted by the low-costairlines.”
All 18,000 SAS staff are undergoing intensive training courses to teach them better service attitudes.
SAS is also improving its automatic check-in for passengers at main airports to speed up the flight departure process.The first evidence of SAS improving in-flight products is with the introduction of modern Boeing 737s on Heathrow, Stansted and Manchester routes in place of MD-80s and 25-year old DC-9s.
The Scandinavian carrier has ordered 55 Boeings for delivery within two years, which will allow it to increase capacity by 5%. Part of the improvement plan is also to enhance services for UK passengers, with the upgrading of facilities at its main hub in Copenhagen.
The airline is to move into a Star Alliance dedicated area, which will also include other partners like British Midland, by 2004.
SAS is also talking to partner British Midland about close co-operation on Scandinavian services and with Star Alliance.