From Friend To Foe
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
Tags: Complaints, SAA
July 20th, 2009 at 12:54 pm
I know what you were going through. I came back from America with a connect flight. I had a open segment on my ticket (return) I flew from Savannah Georgia to JFK New York (2hr flight) Got to JFK with my ticket, the lady at the desk told me, I am sorry sir you can’t board the Aircraft because I have no record of your ticket on the computer. After that it was a mess. 36 hours later $100 of phone cards and a new airline ticket ( Air France) I reached home. But after speaking to customer service, I thought something would happen of this. Nothing happend except they told me. They can’t do anything for me, because my ticket was booked through a travel agent. I am sorry to say that i would never use SAA or any airline related to them.