South Africa's Love Affair with the Rugby World Cup
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FOOD & DRINK BUSINESS LIFESTYLE MOTORING SPORT SA EXPRESS YOUR COMPLIMENTARY MAGAZINE SEPTEMBER 2011 INDWE MAGAZINE MAGAZINE WE FLY FOR YOU PORT ELIZABETH JOHANNESBURG BLOEMFONTEIN RICHARDS BAY EAST LONDON LUBUMBASHI HOEDSPRUIT CAPE TOWN WALVIS BAY GABORONE KIMBERLEY WINDHOEK NELSPRUIT MAPUTO DURBAN GEORGE YOUR COMPLIMENTARY MAGAZINE COMPLIMENTARY YOUR GLORY DAYS SOUTH AFRICA'S LOVE AFFAIR WITH THE RUGBY WORLD CUP IND21_001_Cover_Final.indd 1 19/08/2011 15:09 Ship size and type no problem for history making marine pilots No.00000 Transnet DPS.indd 2 22/07/2011 13:49 No.00000 Transnet DPS.indd 3 22/07/2011 13:49 No.00000 Orange DPS.indd 2 20/04/2011 13:27 No.00000 Orange DPS.indd 3 20/04/2011 13:27 Mobile Broadband TheThe MOBILEMOBILE GIANTGIANT has landed Sign up now for your new 3G EVDO Postpaid 10GB Package FREE For Only ACTIVATION N$549 + Per Month E-MAIL ACCOUNT FAX2EMAIL Please contact your nearest Teleshop or call us now toll free on 1100 or SMS 3G to 060123 www.telecom.na No.66472 - Telecom Namibia NEW 1pp.indd 1 19/08/2011 09:53 CONTENTS WHAT’S ON 10 This month’s major events REGULARS 16 Entertainment The Rugby World Cup 2011 video game 18 Food and drink Kurland chef Leon Coetzee 20 Accessories Emergency chargers 23 African ambassador Top investor Kokkie Kooyman 42 Motoring 24 Hyundai Sante Fe 52 Business profi le The Mavros family 54 Business briefs Trading with India 82 Parting Shot Open Africa’s Thiofhi Ravele FEATURES 24 Rugby World Cup 2011 South Africa’s love affair with the Webb Ellis Cup 30 30 Circle of saints The kramats of the Western Cape 36 Starry, starry night Where to sleep under a canopy of stars 47 Talking Turkey Why Turkey has Africa in its sights SA EXPRESS 9 Message from our CEO 36 64 SA Express news 67 SA Express fl eet 68 We fl y for you Our vision & values 69 Safety and route map 70 Flight schedule 81 French airline pages FRENCH SECTION 75 L’agence No1 Des Dames Detectives 42 INDWE SEPTEMBER 2011 7 IND21_007_Contents.indd 7 19/08/2011 13:52 101016 Bloemfontein Cape Town Durban East London Johannesburg Hoedspruit George Gaborone Kimberley Lubumbashi Maputo Kruger Mpumalanga (Nelspruit) Windhoek Walvis Bay Richards Bay Port Elizabeth 16 Destinations all over Southern Africa, non-stop. You could choose other ways of getting to your holiday spot but flying with us is easy and non-stop. Flying with us is also convenient, because we fly to major destinations and smaller cities all over Southern Africa and the DRC, every day. Taking a break? Then make the most of your time off. Because we fly for you. SA Express is a proud member of the SAA Voyager programme. Visit www.flyexpress.aero for domestic flights to Bloemfontein, Port Elizabeth, East London, Nelspruit, Kimberley, Hoedspruit, George, Johannesburg, Richards Bay, Cape Town, Durban, and regional flights to Lubumbashi, Gaborone, Windhoek, Walvis Bay and Maputo. Image Credits: Johannesburg - Gauteng Film Commission. Durban, East London, Kimberley, Port Elizabeth, Richards Bay, Nelspruit - Wikimedia Commons No.00000 INdwe House Ad 16 DESTINATIONS.indd 1 15/12/2010 15:24 [ SKYVIEW ] SA EXPRESS PR & Communications Manager Lulu Bam Tel: +27 (0)11 978 2540 lbam@fl yexpress.aero INDWE Editor Piet van Niekerk Tel: +44 (0)20 7749 6263 [email protected] THE DIFFERENCE BETWEEN Deputy & Sub-editor Pierre de Villiers WINNERS AND LOSERS [email protected] THE GOAL of an airline is to develop services which attract and keep customers Art Director satisfi ed and loyal. This will increase revenue, customer equity, market share and Rickard Westin [email protected] profi tability. In our industry, service quality is a competitive marketing strategy revolving around customer focus, innovation, creative service and striving towards Editorial Designers service excellence. Delivering high quality service to passengers is important for Johanna Lundberg Mat Wiggins our survival, to gain competitive advantages through repeated customer patronage, preferred transportation supplier status, market share gains and eventually increased Picture Editor Julia Holmes profi tability. Customer service makes the difference between winners and losers. [email protected] At SA Express, we understand that fl ight scheduling, ticket prices, infl ight services, employee attitudes, facilities and ticketing procedures are key factors in airline service Advertising Kim Stoner quality and how it infl uences passengers’ choice of airline. Our core values are clear: Tel: +27 (0) 7622 909 16 safety fi rst, service before self, self development, integrity and passion, performance [email protected] and accountability. That is why we are looking at new ways to satisfy consumers in line Deputy Editorial Director with our consumer strategy aimed at enhancing pre- and onboard experiences. Andrew Humphreys Our aim is to improve consumer experiences from the awareness and consideration Executive Creative Director process, their initial experience to how they use and learn, and fi nally return for another Michael Keating fl ight and recommend SA Express to family and friends. We know that dissatisfi ed Production Managers customers turn into former customers. Indeed, customer service is only as good as the Antonia Ferraro, Adam Jones weakest link, which connects the most elemental supplier to the paying customer. Prepress At SA Express, we are strengthening one of the critical links in that chain by focusing Bill Saddler on our employees, giving them the power to be their best. This fuels their ability and motivation to deliver the best service. We understand that service failure hurts Reprographics KFR Pre-press Ltd employee morale, which results in higher turnover and requires a hard, uphill effort to gain back a disgruntled customer. We have learnt that the only way to put the customer Publishing Director Simon Leslie fi rst is by putting the employee fi rst as well. Satisfi ed employees lead to satisfi ed customers, the only kind you can afford to have in a service-orientated business. Chief Executive We focus on employee satisfaction in three ways: employee empowerment, training Jeffrey O’Rourke and career development and employee input. To achieve this we have embarked on Chief Operating Offi cer customer relationship training at all our touch points - from when customers book Hugh Godsal fl ights, arrive at the check-in counters and when they disembark from our aircraft. INK We believe the only way to deliver quality service is to empower employees to do so. LONDON | ATLANTA | NEW YORK | SINGAPORE All employees know they can take immediate action to satisfy a customer. No checking 141-143 Shoreditch High Street with managers or “I’ll see what I can do” attitude. Employees have the power to deliver London customer service on the spot. We have trained employees to learn how to satisfy E1 6JE United Kingdom customers, thus avoiding the “not my job” syndrome and enhance their creativity www.ink-global.com and initiative. Empowered SA Express employees know that passengers are people. If Tel: +44 (0)20 7613 8777 any diffi culty arises, we know that we must treat passengers as intelligent, interested, DISCLAIMER: © INK friendly people. We strive to tell our customers the truth in an understandable, friendly, All material is strictly copyright and all non-technical manner, which leads to an appreciation of our challenges. rights are reserved. Reproduction in whole or part is prohibited without prior We are truly honoured by the loyalty and support you have given us over the years. permission from the publisher. Opinions expressed in Indwe magazine are not necessarily those of SA Express. Inati Ntshanga, CEO SA Express INDWE SEPTEMBER 2011 9 IND21_009_Welcome.indd 9 19/08/2011 13:52 EVENTS WHAT’S Hyatt Regency ON Oubaai Spring Festival Oubaai Resort, Spa & Golf Club, George » 3 SEPTEMBER Staged at the very fi rst golf course ever designed by Ernie Els, the Oubaai festival is sure to put a spring in your step. Artists performing on the day include Theuns Jordaan, Amor Vittone, Jovan & Thelma, Vijoen Retief, Tommy Dell, Jody Wayde and George Meiring. The fun festival also features the always popular Miss Oubaai beauty pageant and Oubaai Idols competition. www.oubaai.co.za WineX Cape Town International Convention Centre » 8-9 SEPTEMBER Don Quixote Distinguished by its The Playhouse Opera, Durban, KZN » 29 SEPTEMBER-5 OCTOBER cosmopolitan and wine-in-the-city Lyric Theatre, Gold Reef City, Gauteng » 13-23 OCTOBER feel, visitors can meet and mingle with award-winning SOUTH AFRICAN ballet Cervantes epic novel and set ambitious plans for his winemakers at Wine audiences will be treated to the in bustling Seville, the ballet daughter. The sparkling comedy X. The line-up of traditional full-length three-act tells a story of the triumph unfolds in a cascade of dazzling exhibitors includes last year’s Best- version of the great Russian of young love over parental classical ballet which features Wines-on-Show ballet Don Quixote when Mzansi match-making. some of the most celebrated winners Backsberg, Diemersfontein, Productions brings the The beautiful, audacious Kitri showpieces, the most famous of Glen Carlou, scintillating classic to and the dashing but poor which is the virtuoso Don Springfi eld and Johannesburg and Durban. Basilio are determined to marry Quixote Pas de Deux. Vrede en Lust. www.winex.co.za Based on an episode in but Kitri’s father has more www.computicket.co.za 10 SEPTEMBER 2011 INDWE IND21_010-014_WO.indd 10 19/08/2011 13:58 ( 7-'5 &7 WE’RE OBSESSED WITH THE FUTURE. AT MEDICLINIC, OUR DECISIONS ARE CALCULATED. OUR ACTIONS ARE CONSIDERED. WE SHARE EXPERT KNOWLEDGE AND COLLECTIVE SKILL FROM OUR HOSPITALS AROUND THE WORLD.