BAGGAGE THEFT
My Son flew back from Cape Town on Saturday night after a game of rugby. When he booked in, he was told that the scale was broken and that the assistant at the check in counter would “sort it out.”
In the disruption, the assistant failed to attach the baggage receipt to the boarding pass, which my son only noticed when he went to report that his baggage had not come off the plane.
We phoned and phoned and phoned because my son was due to fly to New Zealand on Monday to play rugby and needed all his kit.
Nobody at SAA cares, and the service is appalling. If you ask to speak to a senior person there is no one, if you call and leave a message, no one calls you back, if you ask who you are speaking to they are reluctant to give you their name. It is as though there is no accountability and an absolute lack of management and responsibility. When I suggested that the person in Cape Town that booked my son onto the plane should be held accountable for negligence, I was asked “did my son get her name, as there are several people working there!” No attempt to locate and discipline the person who through gross neglect was responsible for the losstheft of the bag. A bag 1metre long 600 across and 500 high which is recognisable because of the large logo’s on it, just disappeared. HOW ?
The most frustrating part is that SAA know the disgusting record they have of theft, ask at the check in counter for cable ties. They no longer hand them out and tell you it is your responsibility to secure your luggage, so pay to have your luggage wrapped or we can’t help you. ACSA blame SAA and visa versa so nobody wins except the dishonest people working at ACSASAA!
Sadly SAA has lost touch with the most important part of their business ‘THE CUSTOMER’. This is the second time in two years that my son, one of millions of travellers, has had his bag stolen and on a third incident he had a lock broken off his bag and six pairs of shoes and various items stolen out of his bag whilst his bag was in transit at Johannesburg, having flown from Durban on route to Sydney.
We all know how pathetic the compensation is, perhaps if SAA started paying for the full value of losses incurred they would be more interested in sorting out the issue.
Only when SAA start facing the problems head on will the opportunities improve for the airline.
We have approached our attorneys and they will deal with this matter further we will not leave it.
Out of principal our family will no longer fly SAA, why should we put up with this poor service. We encourage others to do the same in an effort to get SAA to improve.
Assuring you of our best attention at all times.
Geraldene Downey
Tags: Complaints, SAA
