THE UNSUNG HEROES BEHIND PROFLIGHT ZAMBIA`S SOARING SUCCESS

Notice: Undefined index: catFilterList in /home/zambi/public_html/wp-content/plugins/wp-likes/api.php on line 243

Meet the Commercial Team Ensuring Every Journey is Smooth and Seamless

LUSAKA, ZAMBIA – For passengers boarding a Proflight Zambia aircraft, the journey is defined by efficiency, warmth, safety, and reliability. But behind every smooth take-off and hassle-free booking lies the meticulous work of the airline’s Commercial Team—a dedicated group that ensures travellers’ needs are met long before they reach the runway.

On a brisk Monday morning at Kenneth Kaunda International Airport, a flurry of urgent calls broke the calm—a connecting flight had been cancelled at the last minute, leaving a passenger’s crucial meeting hanging in the balance. In that moment of crisis, Proflight Zambia`s Commercial Team sprang into action, turning panic into a seamless solution. This is the team that, day in and day out, ensures every journey is not only safe and punctual but also remarkably personalised.

At the heart of their success lies a firm commitment to world-class customer service. Precious Kapata, a Senior Consultant in the Commercial Department, recalls a day when a miscommunication about travel documentation nearly derailed a passenger’s journey.

“What keeps me passionate about helping passengers is knowing that I’ve made a real impact—ensuring they travel safely and with confidence,” she explains.
Her dedication is evident in the way she recounts coordinating last-minute changes. She even liaises with teams across borders to pre-check passengers in Johannesburg and Cape Town. This hands-on approach is a crucial cog in the airline’s well-oiled machine.

“With teamwork, we create a positive work environment, which allows us to deliver great customer service to our passengers,” Precious adds.

Equally vital to the operation is the seamless work of the Reservations Team. Lindiwe Muyunda, the Reservations Manager with over seven years at Proflight Zambia, describes the rigour of their daily routine:
“Our day begins at 06:00 and ends at 19:00. We handle calls, emails, and WhatsApp enquiries, ensuring smooth communication with the travelling public.”

Her calm demeanour under pressure and emphasis on teamwork underscore the importance of maintaining efficiency, even during unexpected challenges.

“Passengers may not realise how much coordination happens behind the scenes. We monitor flights, manage last-minute changes, and work closely with operations to ensure a smooth journey for every traveller,” says Lindiwe.

The team’s impact extends beyond individual customer interactions. Chanda Amatende Mwambela, who has been with Proflight Zambia for 16 years, outlines how a typical day involves far more than routine ticketing.
“A typical day for the Commercial Team is about ensuring smooth operations and delivering excellent customer service,” she says.
Her role in managing group travel arrangements and processing ticket refunds not only addresses immediate passenger needs but also contributes to the airline’s financial sustainability.
“What excites me the most is the opportunity to meet our customers’ needs and ensure their satisfaction. We are a customer-focused team, always striving to provide the best possible service.”

Then there’s Zanele Khuzwayo, a Senior Reservations Consultant with nearly 15 years at the airline. She recounts an occasion when a delayed connecting flight threatened a passenger’s new job.
“A passenger missed their flight due to a delay on their previous connection with Proflight Zambia. They were visibly upset, as they had an important meeting scheduled to start a new job and couldn’t afford to be late,” Zanele recalls.
“Rather than simply rebooking them, I worked closely with our reservations team to find a faster route. We secured a seat on one of our interline partner airlines with a quicker layover that aligned with their original schedule. In the meantime, we ensured their comfort by providing accommodation and complimentary refreshments.”
Her story illustrates how dynamic the job can be and the extra mile the team routinely goes—turning potential travel disasters into moments of exceptional care and customer delight.

At its core, the Commercial Team meticulously manages every aspect of a passenger’s journey—from booking and documentation to real-time crisis resolution—ensuring that each travel experience reinforces Proflight’s reputation for safe, reliable, efficient and friendly service.
In the end, it is this blend of individual passion and collective teamwork that makes the Commercial Team the unsung heroes behind the airline’s soaring success. Their dedication not only cements Proflight’s status as a leader in domestic and regional air travel but also transforms challenges into opportunities, ensuring that every passenger’s journey is as smooth and rewarding as the flight itself.

About Proflight Zambia
Proflight Zambia, established in 2005, is Zambia’s leading schedule airline. Operating from its base in Lusaka its domestic routes include Kalumbila, Kasama, Livingstone, Mansa, Mfuwe, Ndola, and Solwezi, seasonal safari routes to Jeki/Royal airstrips in Lower Zambezi National Park. The airline’s regional flights to South Africa operate between Lusaka and Johannesburg, Lusaka and Cape Town (via Livingstone) and Livingstone and Cape Town direct.
The airline prides itself in providing a safe, reliable, efficient, and friendly service, and offering good value to business and leisure travellers locally and internationally.
The airline operates four 50-seater Bombardier CRJ-200 Jets, a Bombardier CRJ-100 Freighter Jet, four 29-seater Jetstream 41 aircraft and one 18-seater Jetstream 32 aircraft. More information is available at www.flyzambia.com