Skywise, the new South African low-cost carrier to be launched later this year, aims to change the public’s perception of new entrants to the market, and ex-Avis CE, Wayne Duvenage, will play an integral role in achieving this.
Skywise CEO, Rodney James, confirmed that Duvenage would be the airline’s customer services director. “Wayne will be responsible for the implementation and management of a customer service relationship programme to ensure that we develop and maintain not only the best but a world-class customer service that can be measured.” He will also head up Skywise’s call centre and airports.
“We needed a heavyweight who has been there and done that with customer service. It’s one thing talking about customer service but understanding how to become the best is another kettle of fish altogether,” says James.
Duvenage explains that his relationship with the Skywise founders began while they were still at 1time. He made the decision to leave Avis because he was looking for a new challenge and teaming up with the entrepreneurs, he says, was ideal. “I am an entrepreneur at heart and get excited about brand building.”
At first, Duvenage admits, he thought the Skywise team were mad to launch another low-cost carrier, but once he was exposed to the business plan, he believed it made sense. “There is nothing stopping a low-cost carrier from being successful if it is run properly with sound business principles.” 
Duvenage says he won’t have much adapting to do as he believes the car-rental and airline business are similar in theory in terms of service excellence and structure. “Whether it’s car rental or an airline, you are selling customer satisfaction and service excellence.” 
“There may be scepticism at first, with customers thinking ‘another airline – how long is this going to last?’ but we’ll have to prove that we are in it for the long haul. We are building SA’s favourite airline, and we are certainly building a sustainable brand,” he says.  
Since leaving Avis in July last year,Duvenage has been busy with Outa and the e-toll issue as well as consulting with other businesses that are undergoing process change.