For the second consecutive year, Global Traveler named the very best in the airline and hotel industry with the Airline of the Year and the Hotel of the Year awards. The 2012 winners of these prestigious awards are South African Airways, Airline of the Year; and Jumeirah Hotels and Resorts, Hotel of the Year.

A selected panel of Global Traveler employees and Advisory Board members chose the winners, based on information provided by the individual airlines and hotels, outside research and experience. Airlines and hotels are invited to participate, and only those invited can be considered for the honor. Participants fill out an application and submit pertinent information including financial data, occupancy rates, load factors, on-time figures, safety records and menus.

Airlines and hotels that do not submit the required information are evaluated solely on the independent research of the Year Committee. Once an airline or hotel is selected, it is ineligible to participate for three years. This year, a total of 25 airlines and 26 hotels were asked to participate. The selection event took place Sept. 13, 2012, at Philadelphia’s Union League.

“Last year, we decided to add these new awards to take into account influences beyond travel experience, such as financials, on-time arrivals, occupancy rates and amenities,” said Francis X. Gallagher, publisher and CEO, Global Traveler. “Our GT Tested Reader Survey awards have been wildly successful but are based entirely on reader feedback. With the Airline and Hotel of the Year awards, we consider the back end of the business. All of these factors affect the overall customer experience. The addition of these awards rounds out our repertoire completely.”

It is our extreme pleasure to introduce the 2012 Airline and Hotel of the Year winners.

South African Airways: Airline of the Year 2012

Wine selection on board South African Airways © South African Airways

A perennial favorite in our GT Tested Reader Survey awards, South African Airways is always highly regarded for its premium cabins, service, cuisine and wines. For these reasons and so many more, the airline was named Airline of the Year 2012.

The flagship carrier is a perfect representative of South Africa’s personality, promise and culture. As described in its Airline of the Year submission form, South African Airways is “professional, yet approachable; discerning, yet unpretentious; welcoming and warm; in touch with our culture and history; and with a bright outlook to the future and its possibilities.” We couldn’t agree more, and travelers know to expect those service qualities exemplified on the ground and in the air.

Flights from the United States to South Africa are long and can inspire a groan from travelers imagining long hours cramped in stale airplane air. But comfort is No. 1 on South African Airways, and passengers need not sacrifice personal contentment in flight. SAA’s Premium Business Class features Skytrax 5-star comfort-rated fully flatbed seats; premium passengers also access state-of-the-art lounges, complimentary South African wines and spirits and a number of other amenities. The airline’s economy class boasts more legroom than any other competitor.

SAA is the first airline to be granted honorary membership to the South African Chefs’ Association. A team of celebrity chefs creates in-flight international menus inspired by the destination. South African chef extraordinaire Reuben Riffel developed two meals served on board, a complement to the delicious appetizers, sumptuous main courses and sweet and savory finales already on the menu. The airline is a leader in selecting wines, hosting a tasting of more than 1,000 wines from South African vineyards to determine which should be served. It’s no surprise the airline is also being honored for its wines in 2012, in the Global Traveler Wines on the Wing airline wine survey.

South African Airways is a standout in all aspects of the industry. As a result of its environmentally friendly operations, efficient aircraft, green buildings and conscientious employees, the airline was one of six airlines asked to join the International Air Transport Association’s panel to develop an international environmental standard.

SAA offers the most extensive route network in Southern Africa and the most service between the country and the United States. As a member of Star Alliance, passengers benefit from an extensive route network and codeshare partnerships. In the last year, the airline inaugurated service between Johannesburg and Beijing, to Abidjan, Brazzaville, Pointe Noire, Cotonou and Maun.

The largest recognized travel and retail program in Africa, SAA’s Voyager frequent-flyer program offers global benefits. Members can achieve Lifetime Platinum Status after reaching 100,000 miles of sectors for six consecutive years. Some benefits include 100 percent bonus miles, one extra piece of luggage, 10,000 bonus miles and chauffeur services.

South African Airways is also often acknowledged for its training, separated into three structures: Safety and Emergency Procedures, Aviation Medicine Training, and Inflight Service Training. Initial training lasts 75 days. Among the hallmarks of its service excellence are results, including profitability in two of the last five fiscal years, a 70 percent occupancy load factor and an 88 percent average on-time performance in the last four years.

“South African Airways would like to thank the Global Traveler Year Committee for the great honor of being named ‘Airline of the Year.’ We would also like to thank the readers of the magazine for voting SAA ‘Best Airline in Africa.’ These awards, plus the ‘Best White Wine International Business Class,’ are indicative that our efforts are working,” said Todd Neuman, executive vice president, North America, South African Airways. “We continue to offer the most service between the United States and South Africa, and we’ve been expanding our already extensive route network to more cities, both leisure and business destinations, within the African continent. Enhancements have been made to our onboard product for Premium Business Class customers. Our efforts in these areas will continue as we strive to offer the fastest, most convenient and comfortable service to Africa for both business and leisure customers.”

Helping South African industries achieve a global platform while helping nurture North American business opportunities in South Africa is just one of the many ways South African Airways brings the world to Africa and takes Africa to the world. Congratulations to an airline bridging the world; we are pleased to celebrate your win as the Airline of the Year 2012.

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Jumeirah Hotels and Resorts: Hotel of the Year 2012

Burj Al Arab and Madinat Jumeirah Resort © Jumeirah Hotels & Resorts

Stay Different. A simple phrase represents the service and hospitality ideals of our 2012 Hotel of the Year winner, Jumeirah Hotels and Resorts. Stay different is their promise. The hotel company “delivers imaginative and exhilarating experiences in culturally connected environments offering thoughtful and generous service.” What more could a traveler want from a hotel?

The chain, with properties in London, Frankfurt, Rome, Mallorca, Istanbul, Baku, Abu Dhabi, Dubai, the Maldives and Shanghai, operates on three hallmarks: I will always smile and greet our guests before they greet me; My first response to a guest will never be no; I will treat colleagues with respect and integrity. Basic principles, but these hallmarks are the difference for guest experience and employee empowerment. Jumeirah’s 15,000 colleagues from more than 100 nationalities live these hallmarks every day.

Another important philosophy for the brand is Be The Difference. Established in 2011, the Be The Difference training program helps employees connect with the Stay Different essence. It is a global initiative to deliver experiences in cultural environments through service, and nearly 7,000 Jumeirah representatives participated. Each colleague receives six hours of training monthly. A two- to four-day induction program follows the company orientation program, where new employees meet the company’s executive team.

With properties in the British West Indies, Egypt, Jordan, Kuwait, Morocco, Qatar, China, the U.A.E., Thailand and Indonesia planned for the near future, Jumeirah is consistently upping the bar and developing new amenities and options to entice guests.

Its existing properties are culinary hot spots in and of themselves. At the Madinat Jumeirah, guests can choose from 42 restaurants and bars.

Other recent culinary achievements at Jumeirah properties worldwide include opening the first Middle Eastern branch of The Ivy (Jumeirah Emirates Tower); opening an outpost of the famed London club Mahiki (Jumeirah Beach Hotel); offering several new dining outlets at the new Jumeirah Zabeel Saray resort on Palm Jumeirah Island; and Max on One, in the Jumeirah Frankfurt, winning two toques and 16 points in the Gault Millau restaurant guide three months after its opening.

“Our individual hotels and resorts are always looking for new ways to surprise and delight our guests and ensure they have an exhilarating stay.” Along those lines, guests at Jumeirah at Etihad Towers receive stuffed plush sea turtles in collaboration with the company’s Turtle Rehabilitation program. Customized rubber ducks can be found at other properties.

The brand’s arts and culture program connects guests to the local culture through experiences, including traditional pearl diving, high tea or a self-guided art tour. Paramount to the company is the guest — in every aspect. In addition to amenities, extras and first-rate service, Jumeirah employs extensive safety and security to provide maximum comfort for guests.

Going green is also a matter of community engagement for Jumeirah. As part of its corporate responsibility, the company held its eighth annual Vertical Marathon at Jumeirah Emirates Tower. The event raises money for Doctors Without Borders. Paddle for the Planet launched in 2011, when more than 250 people at Jumeirah Beach Hotel took to the water to raise awareness about the Earth’s oceans. Jumeirah Vittaveli in the Maldives hosted an educational program for local students on World Tourism Day to raise awareness about the hospitality industry’s effect on social, cultural, political and economic values worldwide.

In 2008, the hotel brand launched Jumeirah Living residences, offering cutting-edge technology, gorgeous finishes and contemporary design. Coupled with the world-class service Jumeirah is known for, the residences are a luxurious home away from home. Two properties, Jumeirah Living World Trade Centre Residence and Grosvenor House Apartments by Jumeirah Living in London, are in the portfolio. Jumeirah also operates eight restaurant brands under the Jumeirah Restaurants umbrella. The company is most well known for launching “the noodle house” chain.

Sirius, Jumeirah’s recognition and rewards program, offers multiple membership benefits and rewards, including complimentary airport transfers, breakfast and room upgrades, dining discounts, lifestyle discounts and invitations to exclusive events. Three membership levels — Blue, Silver and Gold — are attainable.

A global lifestyle of luxury awaits all Jumeirah Hotels and Resorts guests. Each stay is characterized by service, passion and a Stay Different mindset. Beyond your average hotel stay, Jumeirah is deserving of this recognition. Congratulations to the Hotel of the Year 2012.

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