Maybe I can get some assistance from SAA through your website. I must say it makes me feel better to know that someone will read this – thank you for the website!

This is what happened to me. I visited a friend in Nelspruit and had to fly SAA to get there. I booked my ticket online well in advance and since I usually fly friendly Kulula I am not used to having to have my credit card with me on the day of departure. I know that it says you must bring the card you bought the ticket with to the airport when you book on the website, but I truly forgot about this. (I suggest they include this tiny important detail when they sms the flight details to people traveling with them).

At the airport was told (in a not -friendly manner at all) that I had to buy another ticket. No understanding, nothing about “it happens to others as well” – just “get in the other queue – you need to purchase another ticket”. I had my ID and driver’s license there as well as several other credit cards – this did not help. So I got into *another* queue where a pregnant Indian lady helped me. *SHE TOLD ME THAT I WOULD GET A REFUND*. She even explained how she will attach the new ticket to the old one on the system so the person helping me will see *that I had paid twice for my one flight*. Not one word was said about airport taxes.

The week after my visit I called in good faith just to be told that I *can only get my airport taxes back*!! I told them that the lady at the second counter (wish I had her name but there can surely not be that many pregnant Indian ladies working there), told me that I would get a refund. I was transferred from one person to the next until I just hung up 45 mins later. I then sent a mail to their customer care department (this was on Wed the 17 th) and up to now I still have no response.

I feel as if I threw R2400.00 in the water. I don’t have this kind of money to just spend on a whole extra ticket. SAA did not lose anything with this. I bought a whole extra ticket! How can this be fair? Does anyone please have an e-mail address for a manager or someone else there?

Karen

If they’re not smuggling drugs, or taking bribes, they commit theft on a grand scale. Maybe the should consider changing their name to Fly Zuma Airways, or something in that line.

Blog: TIA-MYSOA Post: An eyewitness account of bribery and corruption at the O.R. Tambo International Airport, JHB. Link: http://tia-mysoa.blogspot.com/2009/01/eyewitness-account-of-bribery-and.html

Good morning

As a Voyager member, I am deeply saddened and distressed by my experience with your airline and the interaction of and with your staff over the weekend of 29-31 May 2009. I was travelling in a party of 5, 2 others of whom are Voyager members as well, 1 a premium card holder of the South African Airways Voyager credit card and I speak on behalf of the sentiment held by all members of our party.

The booking I refer to in this letter was reserved via an internet booking, reference number 3AF063 , departing from Johannesburg on Friday, 29th May 2009, on flight SA 313 to Cape Town and returning on Sunday, 31st May 2009. My party and I missed our return flight and thus booked a new flight at the Cape Town International Airport to return to Johannesburg on Sunday night.

I would like to bring to your attention the following incidences, as detailed below. With regard to flight SA 313:

Our flight was scheduled to leave at 8am on Friday morning, our boarding pass detailing the boarding time as 7:30am. By 7:55am the gate had not even opened for boarding- this for a flight due to leave at 8am. People waited in the queue to board the plane, with no indication of the reason for the delay or even the fact that the flight had been delayed at all. Not only were there no announcements informing the passengers to not rush to the gate for boarding but the SAA staff waited at the boarding desk chatting to each other, sitting on the counter, with their backs to the passengers- ignoring the passengers standing there for over 30 minutes.

We finally boarded the flight and departed 15 minutes later than the scheduled departure time. At the time of having our meals served, we were not catered for in terms of special meals as we had booked our tickets through Travelstart.co.za and could not specify meals on their booking site. Thus, having been given a tray with a roll, yoghurt and juice, one of the ladies in our party, asked for the flavour of her yoghurt to be changed to her preference. The air hostess, Zinta Brits, rudely and abruptly replied that there weren’t any yoghurts. I was surprised not only by her tone but at her very answer. Some of the people on the plane had not even been served their breakfast (naturally, I assume that SAA caters for all its passengers). In fact we could see the yoghurts on her trolley! We indicated our shock to the hostess, who then said she would see if there were extra. She failed to understand that we were not asking for another but just for a simple swap, which could have been done immediately. A few minutes later, she returned and smacked another yoghurt onto the tray without another word and turned around and walked away. She was rude and her actions were unprofessional and insulting.

After having missed our flight, as stated above, 1 of our party was then booked on SA 372, to leave at 8:00pm and the other 4 on flight SA 374, to leave at 9:00. We booked our tickets at the Reservations desk at Cape Town International Airport at approximately 5:30pm. Our experience with SAA staff in Cape Town was not any better than the ground and flight crew of our flight from Johannesburg.

With regard to flight SA 372/ 4:

After having booked our flights, I asked the reservations clerk, Crystal (I didn’t get her surname), if we could proceed to check-in as our wait at the airport would be long (we booked the flights at 5:30pm and our flights were to depart 2-3 hours later). She assured us that it would be fine and we should go to the check-in desk to check-in for both flights. We were attended to by Colin (his Team Leader did not know his surname). I handed the tickets to him, along with all the ID documents, and he then asked for the credit card with which the booking was paid for. He swiped it and plainly declared “This card doesn’t swipe”. I asked him what he meant by that (something wrong with the card or the booking??) and he held the card up to me, slowly saying “this card does not swipe” as if I did not hear him the first time. I irritably told him that I had made the booking at SAA reservations desk and have now walked to him to check-in, so the card must swipe because I had just bought and paid for the tickets with that card. He then went on to again say “well, the card doesn’t swipe so you must go sort it out”. I was shocked at his manner and response to a problem which obviously lay with SAA and not me or my credit card. I then said to him to not speak to me in that manner and that if there is a problem, he should go and sort it out, or if he cannot sort it out then get someone else in his team to help because surely after having PAID for a ticket, I needn’t be shoved from pillar to post. He then pushed his chair back and threw up his hands saying that if I tell him what to do and speak to him in that way, he will simply just not serve me. At this time, I asked him to call for his manager and he refused to help me.

The check-in clerk next to him then quickly intervened and asked for the credit card and tickets; and she then checked it on her computer. The reservation then partly came up (some of the party’s names were there and others not). There was also a problem in which the name and surname on their system did not match what was one the ticket. I explained to her that although it could be, the problem is not with me or my card and that they should sort it out as the names printed on the ticket were correct as per our identity documents. She said to me and 2 others of my party (who were standing there all the while) that what Colin meant to say was perhaps the credit card was not swiping because I had paid with a different one, or that the tickets had not been registered or the system was not picking up my payment. I said to her that to all of those things I have responded, and if that was the case, surely he could have explained himself better. She then said the reason he told me to sort it out was because that was not the way SAA worked (i.e.. for the check-in clerks to then find out why my booking was not registering on SAA’s system). I then asked her if by that she meant (or SAA meant) that I, as a passenger, should go back to reservations to tell them that check-in could not proceed with my booking because something is wrong with SAA’s system so I am there to rectify it??

She then accompanied me to reservations to sort it out; after I told her that was the least she could do since it is obvious that the problem laid with SAA. We went back to Crystal and she attempted to explain the error to her. Crystal double-checked that the tickets were printed correctly and the credit card payment was successful; and that everything was correct and it showed on her computer so it should show at check-in. She told the check-in clerk to try again and if that fails she should “zero-in” on the system and try again. The clerk could say nothing more, it was rather obvious that there was no problem with the tickets or the payment- and we then all proceeded back to the check-in counter. By this time, as you can imagine, I was frustrated, offended and tired of SAA and its staff.

We went back to check-in and the lady who was now helping us went to another check-in clerk to explain what was going on. He then said to not worry, took over the check-in, assuring us he would help and sort it out. He apologised to me and went on with the check-in which took a further 20 minutes. By this time, I insisted on seeing a manager. Moegsien Abrahams then came and I explained the entire ordeal to him, and he apologised profusely and said he would try to compensate me for all the inconvenience. Colin now was listening in and then started up a loud conversation with the lady clerk who attempted to help, complaining to her about me since I was now talking to the manager. I pointed this out to Moegsien Abrahams, yet again highlighting the unprofessional manner in which SAA staff conducted themselves.

The clerk who was now processing our check-in, then said to compensate me as per Mr.Abrahams’s words, he would put us all on the same flight (since we got 1 ticket on the earlier flight). He printed our boarding passes and I noticed that he had put us all on the later flight. My assumption was that he would put us all on the earlier flight, since it was not compensation at all to move the one other passenger to the later flight as that flight was not full and we could have just booked the ticket that way had we wanted to. We actually paid more for the ticket on the earlier flight, by the way. So I made him then change that one ticket back to the earlier flight- which left us with tickets as originally booked at the reservations desk earlier that day. There was no compensation, just a sorry from the manager.

To say I am disappointed would be an understatement. My entire family and I are Voyager members and we have always flown SAA because of the rewards, not the service! Despite this, the entire ordeal has left me considering never to fly SAA again. Whilst this may not be of great concern to you (as I assume it is not since SAA has a history of not responding to complaints or queries), I feel it incumbent upon me to bring this to your attention since your vision reads

“to deliver sustainable profits and to grow our market share through world-class service to our customers internally and externally”

Not only is the service from SAA terrible but the staff are rude, unhelpful and seemingly have little or no training is customer service. This vision is merely a trophy statement as not one of SAA’s corporate values are practised upon, so SAA’s vision will never be a reality. 3 of SAA’s corporate values are Customer Focus, Accountability and Integrity – not one of which were practised upon during our encounters with SAA. Systems need to be in place to facilitate operational procedures for SAA which ease communication and provide commendable service to customers. It seemed to me that SAA staff were not familiar with procedures or systems when encountering a problem- they had no idea how to handle it- or themselves, they did not know how to resolve the query and they had no company or system knowledge further than their role.

Does SAA realise that there is an entire website dedicated to the bad experiences of its customers? SAAsucks.com- need I say more???? Surely, SAA has more pride than this!

I trust that this letter is met with the necessary attention it warrants; I have also cc’d this email to the rest of my party. Failure to provide adequate feedback to us would once again be a blatant disregard by SAA for the mission, vision and values it purports to operate within. I hope that this is not the case.

Kind regards,

Mahdiyya Khan

I’ve always enjoyed flying with SAA since I’ve been living in the UK since 2005, I found the service was good and the staff was very helpful and also because they do flights to and from Richards Bay but recent experiences has had me make a BIG U-Turn and I don’t think I EVER want to use SAA again.

Basically our flight was delayed from Richards Bay because of a technical fault but the problem that I actually have is with the service of the staff at the airport in Johannesburg.  Please read my emails regarding the complaint that I made with their customer services.  To date I’ve not received an apology from SAA but SAX and ACSA have been kind enough to respond to my complaint.

I absolutely detest the fact that they are so blasé about their mistakes and their bad customer service! Karen Van Rooyen

Dear Ms van Rooyen

Kindly note your query is pertaining to South African Express Airlines and we have forwarded your complaint to them.

Regards

CUSTOMER CARE

________________________________

Sent: 05 May 2009 04:19 PM Cc: contact@carteblanche.co.za Importance: High

Customer Services,

With regards to flight numbers SA1606 & SA234 I would like to make a formal complaint.

Flight number SA1606 from Richards Bay to Johannesburg was supposed to depart at 15:45 but the flight was delayed and we only departed at around 17:20.  By the time we reached the airport building flight SA234 was already boarding.

After asking numerous airport staff where the correct terminals was, and believe me with all the construction that’s happened within the airport and with all the upgrading it’s an absolute nightmare trying to find the correct terminal and with not much help from the airport staff, we managed to get to passport control where the lady told us they’ve just announced that the flight is ready for take off and the boarding gates will be closing.  I dread to imagine what the 2010 supporters will think of the airport staff and the O.R Thambo Airport.

By then I started having an asthma attack, we asked her is she could please radio or phone through to them that we are on our way but she said she couldn’t.

We had a look at the information board and it showed that the boarding gates were closed, my boyfriend tried to run ahead but I struggled to keep up with him because I was struggling to breathe and I was near fainting.  Not one person offered to help, even passing South African Airways staff they all looked at me and could see I was distressed because I was crying and I wasn’t breathing properly but I’m sure it must’ve been entertaining for them to see me like that because it was a big joke to them!  (As a matter of interest, people can actually die from asthma attacks – one famous person is Dr Chris Barnard the famous heart surgeon.)

When we eventually reached gate A15 the staff asked us if we were someone else (Mrs & Mrs Villiers if I remember correctly)…  Surely they should’ve known that there were more people late for the flight because we checked in on-line and had our boarding passes printed in Richards Bay.

The lady told to me relax and calm down – I appreciate that but in all honesty that’s the last thing I wanted to hear!!!

I could hardly breathe (even after using my asthma pump continuously) and was struggling to walk and was on the verge of passing out and that all because of a delayed flight and absolutely NO HELP from South African Airways at Johannesburg airport.

You’d think that the ground staff in Johannesburg was aware of two passengers coming in on a delayed flight and that we have to catch another flight, and you’d think that you’d have someone meeting us as we’ve reached the airport building and that they’d escort us to the boarding gates.

I’ve always been fond of flying with South African Airways and I’ve flown with your company quite a few times since 2005, but I have to admit that after this fiasco I’m not so sure I would want to fly with South African Airways again.  Your company’s professionalism is definitely questionable.

As for the airport staff, they need better training in human relations and customer support.  It’s an absolute disgrace that a person has to deal with incompetent people.

Your urgent response to this complaint will be appreciated with a formal apology.

Karen Van Rooyen

Dear Ms van Rooyen

Kindly note your query is pertaining to South African Express Airlines and we have forwarded your complaint to them.

Regards

CUSTOMER CARE

________________________________

Sent: 05 May 2009 04:19 PM Cc: contact@carteblanche.co.za Importance: High

Customer Services,

With regards to flight numbers SA1606 & SA234 I would like to make a formal complaint.

Flight number SA1606 from Richards Bay to Johannesburg was supposed to depart at 15:45 but the flight was delayed and we only departed at around 17:20.  By the time we reached the airport building flight SA234 was already boarding.

After asking numerous airport staff where the correct terminals was, and believe me with all the construction that’s happened within the airport and with all the upgrading it’s an absolute nightmare trying to find the correct terminal and with not much help from the airport staff, we managed to get to passport control where the lady told us they’ve just announced that the flight is ready for take off and the boarding gates will be closing.  I dread to imagine what the 2010 supporters will think of the airport staff and the O.R Thambo Airport.

By then I started having an asthma attack, we asked her is she could please radio or phone through to them that we are on our way but she said she couldn’t.

We had a look at the information board and it showed that the boarding gates were closed, my boyfriend tried to run ahead but I struggled to keep up with him because I was struggling to breathe and I was near fainting.  Not one person offered to help, even passing South African Airways staff they all looked at me and could see I was distressed because I was crying and I wasn’t breathing properly but I’m sure it must’ve been entertaining for them to see me like that because it was a big joke to them!  (As a matter of interest, people can actually die from asthma attacks – one famous person is Dr Chris Barnard the famous heart surgeon.)

When we eventually reached gate A15 the staff asked us if we were someone else (Mrs & Mrs Villiers if I remember correctly)…  Surely they should’ve known that there were more people late for the flight because we checked in on-line and had our boarding passes printed in Richards Bay.

The lady told to me relax and calm down – I appreciate that but in all honesty that’s the last thing I wanted to hear!!!

I could hardly breathe (even after using my asthma pump continuously) and was struggling to walk and was on the verge of passing out and that all because of a delayed flight and absolutely NO HELP from South African Airways at Johannesburg airport.

You’d think that the ground staff in Johannesburg was aware of two passengers coming in on a delayed flight and that we have to catch another flight, and you’d think that you’d have someone meeting us as we’ve reached the airport building and that they’d escort us to the boarding gates.

I’ve always been fond of flying with South African Airways and I’ve flown with your company quite a few times since 2005, but I have to admit that after this fiasco I’m not so sure I would want to fly with South African Airways again.  Your company’s professionalism is definitely questionable.

As for the airport staff, they need better training in human relations and customer support.  It’s an absolute disgrace that a person has to deal with incompetent people.

Your urgent response to this complaint will be appreciated with a formal apology.

Karen Van Rooyen

[Incident: 090518-000003]

Thank you for your recent enquiry to South African Express. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 14 days.

Thank you for allowing us to be of service to you.

 Subject RE: Complaint – Flights SA1606 & SA234 – 24/04/2009

 Discussion Thread  Response (Maryna Gie (Agent)) 19/05/2009 01.32 PM Dear Ms van Rooyen

Thank you for flying with South African Express and for taking the time to inform us of your experience whilst making use of our services.

Flight SA 1606 was delayed as a result of a technical error, the safety of our passengers, crew and equipment is our highest priority and I trust that you can appreciate our predicament in this regard.

I can unfortunately not comment on the conduct of the SAA staff or the passport control, but I wish to sincerely apologise that nobody on OR Tambo afforded you the courtesy of help, especially if it was evident that you were having an asthma attack.

On behalf of South African Express, I wish to sincerely apologise for the inconvenience caused.

Kind regards

________________ Maryna Gie (Agent) Customer Service Agent South African Express  Customer (Karen Van Rooyen(null)) 18/05/2009 09.14 AM

Customer Care South African Airways,

I’ve not received any correspondence from SAX.  Unfortunately I think even though the flight was delayed from Richards Bay I feel that the two companies are associated and SAA could’ve had staff at the Johannesburg airport waiting for us to assist and guide us to the correct terminal and the correct departure gate.  Surely the staff at Johannesburg airport was informed that there was a delayed SAX flight coming in from Richards Bay and that there were passengers on that flight that was booked in for the flight to Heathrow?

Passengers spend a lot of money to fly with airlines that they trust and like and in return expect good and friendly service and I’m sorry to say but I’m really not happy with the way my complaint has been handled thus far and I might take further action if this is not resolved by the end of the week.

Karen Van Rooyen ________________________________

Sent: 06 May 2009 08:20 Cc: customercare@flysax.com

Dear Ms van Rooyen

Kindly note your query is pertaining to South African Express Airlines and we have forwarded your complaint to them.

Regards

CUSTOMER CARE ________________________________

Sent: 05 May 2009 04:19 PM Cc: contact@carteblanche.co.za Importance: High

Customer Services,

With regards to flight numbers SA1606 & SA234 I would like to make a formal complaint.

Flight number SA1606 from Richards Bay to Johannesburg was supposed to depart at 15:45 but the flight was delayed and we only departed at around 17:20.  By the time we reached the airport building flight SA234 was already boarding.

After asking numerous airport staff where the correct terminals was, and believe me with all the construction that’s happened within the airport and with all the upgrading it’s an absolute nightmare trying to find the correct terminal and with not much help from the airport staff, we managed to get to passport control where the lady told us they’ve just announced that the flight is ready for take off and the boarding gates will be closing.  I dread to imagine what the 2010 supporters will think of the airport staff and the O.R Thambo Airport.

By then I started having an asthma attack, we asked her is she could please radio or phone through to them that we are on our way but she said she couldn’t.

We had a look at the information board and it showed that the boarding gates were closed, my boyfriend tried to run ahead but I struggled to keep up with him because I was struggling to breathe and I was near fainting.  Not one person offered to help, even passing South African Airways staff they all looked at me and could see I was distressed because I was crying and I wasn’t breathing properly but I’m sure it must’ve been entertaining for them to see me like that because it was a big joke to them!  (As a matter of interest, people can actually die from asthma attacks – one famous person is Dr Chris Barnard the famous heart surgeon.)

When we eventually reached gate A15 the staff asked us if we were someone else (Mrs & Mrs Villiers if I remember correctly)…  Surely they should’ve known that there were more people late for the flight because we checked in on-line and had our boarding passes printed in Richards Bay.

The lady told to me relax and calm down – I appreciate that but in all honesty that’s the last thing I wanted to hear!!!

I could hardly breathe (even after using my asthma pump continuously) and was struggling to walk and was on the verge of passing out and that all because of a delayed flight and absolutely NO HELP from South African Airways at Johannesburg airport.

You’d think that the ground staff in Johannesburg was aware of two passengers coming in on a delayed flight and that we have to catch another flight, and you’d think that you’d have someone meeting us as we’ve reached the airport building and that they’d escort us to the boarding gates.

I’ve always been fond of flying with South African Airways and I’ve flown with your company quite a few times since 2005, but I have to admit that after this fiasco I’m not so sure I would want to fly with South African Airways again.  Your company’s professionalism is definitely questionable.

As for the airport staff, they need better training in human relations and customer support.  It’s an absolute disgrace that a person has to deal with incompetent people.

Your urgent response to this complaint will be appreciated with a formal apology.

Karen Van Rooyen

[Incident: 090518-000003]

Dear Ms Gie,

Thank you for the response to my complaint.

It was quite obvious that there was a technical fault with the plane as there was a fire truck parked next to it and there where people examining the plane.

Just to inform you, my initial complaint was not about the delayed flight and it was certainly not with South African Express, it was about the service at the OR Thambo Airport from both SAA & ACSA.  My first complaint was emailed to South African Airways and it’s obvious they’ve tried to pass the buck by informing me that they’ve forwarded my complaint to South African Express because the flight was delayed in Richards Bay.  Copy of email attached.

I’m still hoping that there will be a response from South African Airways.

Kind regards,

Karen Van Rooyen ________________________________

Sent: 19 May 2009 12:33 [Incident: 090518-000003]

Thank you for your recent enquiry to South African Express. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 14 days.

Thank you for allowing us to be of service to you.

 Subject

RE: Complaint – Flights SA1606 & SA234 – 24/04/2009

 Discussion Thread

 Response (Maryna Gie (Agent))

19/05/2009 01.32 PM

Dear Ms van Rooyen

Thank you for flying with South African Express and for taking the time to inform us of your experience whilst making use of our services.

Flight SA 1606 was delayed as a result of a technical error, the safety of our passengers, crew and equipment is our highest priority and I trust that you can appreciate our predicament in this regard.

I can unfortunately not comment on the conduct of the SAA staff or the passport control, but I wish to sincerely apologise that nobody on OR Tambo afforded you the courtesy of help, especially if it was evident that you were having an asthma attack.

On behalf of South African Express, I wish to sincerely apologise for the inconvenience caused.

Kind regards ________________ Maryna Gie (Agent) Customer Service Agent South African Express

Dear Ms van Rooyen

Kindly note your query is pertaining to South African Express Airlines and we have forwarded your complaint to them.

Regards

CUSTOMER CARE ________________________________

Sent: 05 May 2009 04:19 PM Cc: contact@carteblanche.co.za Importance: High

Customer Services,

With regards to flight numbers SA1606 & SA234 I would like to make a formal complaint.

Flight number SA1606 from Richards Bay to Johannesburg was supposed to depart at 15:45 but the flight was delayed and we only departed at around 17:20.  By the time we reached the airport building flight SA234 was already boarding.

After asking numerous airport staff where the correct terminals was, and believe me with all the construction that’s happened within the airport and with all the upgrading it’s an absolute nightmare trying to find the correct terminal and with not much help from the airport staff, we managed to get to passport control where the lady told us they’ve just announced that the flight is ready for take off and the boarding gates will be closing.  I dread to imagine what the 2010 supporters will think of the airport staff and the O.R Thambo Airport.

By then I started having an asthma attack, we asked her is she could please radio or phone through to them that we are on our way but she said she couldn’t.

We had a look at the information board and it showed that the boarding gates were closed, my boyfriend tried to run ahead but I struggled to keep up with him because I was struggling to breathe and I was near fainting.  Not one person offered to help, even passing South African Airways staff they all looked at me and could see I was distressed because I was crying and I wasn’t breathing properly but I’m sure it must’ve been entertaining for them to see me like that because it was a big joke to them!  (As a matter of interest, people can actually die from asthma attacks – one famous person is Dr Chris Barnard the famous heart surgeon.)

When we eventually reached gate A15 the staff asked us if we were someone else (Mrs & Mrs Villiers if I remember correctly)…  Surely they should’ve known that there were more people late for the flight because we checked in on-line and had our boarding passes printed in Richards Bay.

The lady told to me relax and calm down – I appreciate that but in all honesty that’s the last thing I wanted to hear!!!

I could hardly breathe (even after using my asthma pump continuously) and was struggling to walk and was on the verge of passing out and that all because of a delayed flight and absolutely NO HELP from South African Airways at Johannesburg airport.

You’d think that the ground staff in Johannesburg was aware of two passengers coming in on a delayed flight and that we have to catch another flight, and you’d think that you’d have someone meeting us as we’ve reached the airport building and that they’d escort us to the boarding gates.

I’ve always been fond of flying with South African Airways and I’ve flown with your company quite a few times since 2005, but I have to admit that after this fiasco I’m not so sure I would want to fly with South African Airways again.  Your company’s professionalism is definitely questionable.

As for the airport staff, they need better training in human relations and customer support.  It’s an absolute disgrace that a person has to deal with incompetent people.

Your urgent response to this complaint will be appreciated with a formal apology.

Karen Van Rooyen

I have sent this message to SAA customer care (11 May 2009), we will see if they respond!

To Whom it May Concern

Baggage Claim

I had the unfortunate experience of having my bag “misplaced” by SAA whilst flying from Johannesburg to Port Elizabeth over Easter 2009. I know I am not the first, nor will I be the last person to endure this unpleasant occurrence, however I feel the way these claims are handled is completely inappropriate and quite embarrassing on SAA’s part.

Firstly, the promise of the bag to be found and delivered! What a joke! After several days, no bag nor phone call was received from SAA. I then took it upon myself to enquire as to what steps needed to be taken to claim for the stolen goods. Weeks later, I was finally in possession of a claim form. I then had to find a police station, the post at Port Elizabeth airport proved to be unhelpful and quite rude, needless to say they had no idea what to do with the form.

Finally the form was submitted…or so I thought! After phoning baggage claim (an hour on hold, 5 minutes of conversation) I was told that they had not received the fax. Supposedly the people who receive the faxes were not a work just yet, 9am was just too early!

By now a month had gone by and completely out of the blue I received a phone call, my bag had been found and they would deliver it the same day! When I received by bag I was surprised to find the contents relatively intact. There were two empty boxes in the case, one for my perfume and one for Elizabeth Arden make-up. These two items make up a cost of roughly R800.

I was told to phone Tony de Villiers and report these stolen goods. Tony was kind enough to inform me of SAA’s weight policy, goods can only  be claimed based on their relative weight! How convenient! If this had been mentioned to me at the beginning of the process I would have know not to bother, for I am now to receive R180 for my troubles… My phone account, my petrol, my time and wasted efforts amount to far more than R180!

I feel insulted and abused by SAA. The supposed carrier of choice to the South African public – which has experienced such negative publicity of late and which should be on top form to rectify this image – is lax, rude, unhelpful and unapologetic. And the worst part of this entire process is that this e-mail will fall on deaf ears. I anticipate negligence and silence…please SAA, prove me wrong!

Kind regards Lorin Baxter

SAA realy sucks. i am a flying  often with mango  and twice a year with catar  internationally. with mango I have been late on occations. this morning I missed check in with 5 minutes, and they would not let me on the flight. after I have driven 200 km. i know rules are rules, but this is ridiculous.

Hi,

My name is Marcelo Effori and I am a drummer.

Last year I went to H.I.F.A, in Harare, Zimbabwe, to play with a brazilian singer and composer called André Abujamra.

Everything was right but on my way back to Brazil SAA lost my cymbals. I arrived on may 4th 2008, and my hardcase with my best cymbals never came.

I called SAA several times and went to their office to describe the inside content of my case. I have videos, pics and the bag receipt that can prove that I’m telling the truth.

So, now I’m trying to get my rights with the help of brazilian justice. I found a lawyer office that is supporting me on this and I hope to get the money of the cymbals back, plus my lawyer taxes, as soon as possible.

I’m a professional drummer and depend on my cymbals to do my work. Good cymbals are like work of art, and drummers spent lots of money and time searching for the best for their setup. I’m 39 years old, and I play as a professional since I was 19. I use to travel abroad playing for the last ten years and I never lose any gear. I was the very first time a air company lost my stuff, and was also the very first time I fly SAA. No doubt was also the last. SAA sucks!

Marcelo Effori

thanks a lot for the attention

best regards

and sorry about any broken english…

Dear SAA Sucks!

Great website and I am happy to contribute my story for you to publish about these criminals at SAA. Here it is: On 23-Nov-2008 I made a booking on SAA (JNB – LHR – JNB) for Business class flights in March and April 2009, and paid ZAR51,510.00 (approx. USD4,920) with my personal credit card.

My travel plans changed and, on 16-Feb-2009, I cancelled the above booking and made a new booking on SAA (JNB-LHR), for a on way Business class flight for 10-march-2009 and paid ZAR36,827.00 (approx. USD3,800) again with my personal credit card, the same one used for the cancelled booking.

In both cases, the cost of the tickets was “immediately” charged to my credit card.

On 8-April-2009, even after THREE calls to customer services, (which I personally made from London to your SA service number – twice in March and the last time on 1-Apr-2009), and each time I was assured that the refund was being dealt with, I have still NOT received a refund for the cancelled booking!!!

I am well aware that it says in the small print that refunds can take up to 14 days (which I think in this day and age is TOTALLY RIDICULOUS) but it is now close to 2 MONTHS since I cancelled the ticket.

They take money “IMMEDIATELY” from a person’s credit card and they should refund the money “IMMEDIATELY”. How can they expect a person to book another flight when they do not receive a refund for the one they are cancelling!!! People have limited finances and their booking and refund policy (14 days and a cancellation fee!!!) does not help anyone!

SAA are a disgrace to the industry, a disgrace to the Star Alliance and have non-existent customer service!

I will NEVER fly SAA again and will NEVER recommend SAA to anyone.

Eventually, after a complaint to the Star Alliance (who responded immediately) I received this e-mail:

QUOTE

I refer to your e-mail of 17 April 2009 regarding your refund and I must apologise for the lack of communication from South African Airways.

Please note that I have followed up on your refund.  As it is a huge amount, there is a process that has to be followed.  Your documents are with the Head of our Finance Department and I will keep you updated as to when you will receive your money.

I will give this my priority.

Kind regards,

Denise Hendricks Executive Office South African Airways Telephone: +27 11 978 2916 Fax: +27 11 978 9567 Email: DeniseHendricks@flysaa.com

UNQUOTE

My first reply:

QUOTE Dear Ms Hendricks,

Apologies are not enough. SAA were quite happy to take a “huge amount” instantly from my credit card on 23-Nov-2008, without any time-wasting decisions and SAA has had that money in its bank account since that time. When a customer applies for a refund the amount should be credited “immediately” to the credit card without any question, delay or lengthy procedure. This is normal practice for any company, shop or any other law-abiding business. There are NO valid excuses.

I used to think that SAA were a reasonably good airline but now they rank, in my opinion, as one of the worst in the world. I shall NEVER fly SAA again and I shall pass on my experience and opinion to everyone I meet whilst travelling.

It is a TOTAL disgrace that this can happen and be allowed to happen in ANY business.

UNQUOTE

No response (surprise surprise!) so I wrote again:

QUOTE

Dear Ms Hendricks,

Could you please ask your “Head of Finance Department” how on earth he/she expects a customer to book another ticket (like I had to do at a cost of almost ZAR37,000) when they do not receive the money back for the cancelled one???

The SAA small print states that it “takes up to 14 days” to make a refund (which is already TOTALLY ridiculous). It is now 22 days since I was told that the refund process was started and almost 70 days since I cancelled the ticket via your website. Please ask your Directors to give an explanation of this and how much financial compensation I am going to receive.

At the end of this week I am going to take this matter up with the Air Transport Users Council, I will make a second, and much stronger, complaint to the Star Alliance and I will be contacting every possible Newspaper with a copy of this fiasco and how totally unprofessional SAA are in their operations. Nothing but a bunch of crooks and thieves!

UNQUOTE

I have now asked the Star Alliance to investigate further and am in the process of writing to The Air Transport users Council (recommended by a friend who had a similar problem – different airline – that was apparently resolve very quickly once he wrote to them) and as many newspapers I can find I will also be looking for the names and addresses of the Directors of SAA and writing to them also. I know most will never even read the letter, let alone reply, that is why I think publicity is the best way to hit the thieving bastards!

It is now 24-April-2009 and I have still NOT received a refund or any further communication from SAA.

Thanks and regards, Leon Rustecki

Top site.  SAA really do suck.

We have a story for you………Details as below;

December 2008

We purchased 2 multi-city tickets flying with South African Airways, from Antananarivo, Madagascar to Johannesburg (13/03/2009), Johannesburg to Cape Town (13/03/2009) and return (19/03/2009). Tickets purchased on my credit card at the South African Airways Head Office in Port Louis, Mauritius (11/12/2008).

Please note that tickets were purchased with Air Mauritius flying Mauritius to Antananarivo, Madagascar (15/02/2009)

January 2009

Outbreak of violence in Antananarivo, Madagascar. British Consulate advise “against all but essential travel to Madagascar”.

February 2009

Escalation of violence resulting in numerous deaths within Antananarivo, Madagascar. British Consulate advice updated recommending “against ALL travel to Madagascar”. Based on this advice we decided to cancel our trip to Antananarivo, Madagascar;

We cancelled our Air Mauritius tickets hassle free, receiving a full refund due to the circumstances being beyond our control.

We cancelled South African Airway tickets and were told we would only receive 50% refund. We were also told we had to return to the Head Office in Port Louis, Mauritius to receive the refund.   We travelled to Port Louis (11.02.2009) to complain about not receiving the full ticket amount. Upon arrival at the office we were met by Parveen Mactoom. We explained the situation and asked to speak directly with the manager (Mr Deraval).  We were told by Parveen  Mactoom, that the manager was in a meeting and to return after lunch.  Upon our return after lunch we were told by both Parveen Mactoom and Pravina Beetiarry that we were not entitled to a full refund due to company policy and we were refused permission to see or speak with the manager.

We returned to the office 3 times that day expectant to speak with the manager (as promised twice by the staff – “he will see you after lunch”).  We also spent a good 2-3 hours aguing with the customer services staff that we had every right to speak with a manager to no avail.

Fair to say the dealings we’ve had with SAA has been one of complete shambolic nature.  They are a money-grabbing, cowboy company, who don’t know the meaning of the word customer service.

Unsurprisingly we have not recieved a full refund from them.

Thanks

Kim Dawson and Pete Smart

I travelled on SAA somewhere in December 2007 to Maputo through Johansberg for a Seminar. I got to Maputo without my luggage(missing), days latter it was found and brought to Maputo for collection but with certain items stolen from my bag (eg Digital Camera, etc) I am told this is normal with SAA flights. Very Surprised.

Francis