Abstract
Service failures are inevitable in business. Understanding the nature of service
failures that customers experience is critical to ensuring that proper measures are put in place
to address them and avoid loss of customers. The study examined the types of customer
complaints experienced by domestic and international travellers in South Africa. Data were
collected using a structured questionnaire from 300 travellers at selected South African
airports. The findings reveal that flight delays, baggage delays and poor food quality were some
of the most complaints raised by travellers. Airlines were recommended to avoid those flight
delays which are not naturally caused at all cost, and ensure that such delays are not repeated
by securing pro-active strategies and that domestic airlines should consider the upgrading of
their seats to better quality seats that can result in reduced customer complaints in this area.