I hate SAA
This story was originally posted here on my blog in November 2006…it is still the mantra of my heart…
I HATE SAA:
This is a rant.
Now, being the somewhat eternally optimistic, fluffy bunny that I am, I’m loath to use the word ‘hate’. But in the context of our national airline, I find it a deeply appropriate, if somewhat ineffectual description of my rather voracious feelings. I really fucking hate SAA.
It’s been a while coming, but last week capped it. Pushed me over the edge. Four flights last week. All delayed. One diverted. And one completely unexpected night in Johannesburg. And all the way through? Disinterested, morose, fucking useless staff who appear to have chosen frontal lobotomies over a work ethic.
I don’t require much by way of service. I’m happy with a smile and evidence of interest. Feigned, if necessary. But there nonetheless. When I’m stuck in OR Tambo International, 5 hours late through the fault of the airline, without a flight to my final destination and nowhere to sleep, I expect a modicum of assistance. A sympathetic smile and an offer of an alternative sleeping arrangement. Not a blank face and a monotone ‘we don’t compensate for weather.’ Repeated. Ad infinitum to my increasingly panicked questions about where I might lay my rather pounding head for the night. ‘We don’t compensate for weather.’
Finally, after an hour of arguing, to’ing and fro’ing from one counter to another, I insisted on seeing a supervisor, in my last resort full bitch mode. Unsurprisingly, a room and transport was found in 30seconds flat. Fekkin’ ejits. The cynic in me wonders if the minions are instructed to be unhelpful to save this useless airline money. Or if they really are this fekkin’ clueless?
The trip home was no better. Hours of wasted time and ulcer inducing frustration.
I hate them. I really fucking hate them.
P.S. this is just the start of the vocalization of my airline carrier rage, SAA-and I doubt I’m the only one.
Tags: delays, I hate SAA, I really hate SAA, lobotomised staff, SAA, weather
October 23rd, 2008 at 10:28 am
Thanks Dolce for this great post!!!
October 23rd, 2008 at 10:44 am
Thanks for the platform. I’m tired of cruddy service and perhas this will get a little momentum – and some nice juicy press. And don’t get me started on the aiports authority. They’re just as useless.
October 23rd, 2008 at 10:46 am
I’m thinking about printing some T-Shirts with SAAsucks.com on it that people can wear when they’re going to the airport.
October 23rd, 2008 at 11:03 am
I’d wear one! With glee. And a self-satisfied smirk on my face at the check-in counter.
October 23rd, 2008 at 12:31 pm
It seems we have had completely conflicting experiences of SAA. I fly regularly. Mostly international. And I’ve had great experiences with our national carrier. I’d go so far as to say it (not ‘they’ – we’re talking about a company here) is one of my favourite airlines.
I am flying to Las Vegas next month, again on an SAA partnered flight. It is a long flight and usually horrible in economy class. But in my last flight to the USA, to Florida in January, I was saved by SAA’s extra legroom and the ability to check in online, saving time and getting good seats. The onboard entertainment is also better than most with on-demand content. In this regard SAA beats the other airlines I’ve flown so far this year (Cathay Pacific, Lufthansa, Air France, KLM, etc.) in flights from South Africa. When flying internationally between other countries, however, the likes of Cathay trump SAA.
That said, for flights originating in South Africa the only airline that I would put on an even par is British Airways. SAA would still be a preference for me though.
I am a member of SAA’s Voyager club, and also of British Airways Executive Club. Here is one area where I will agree with you that SAA sucks. Voyager is confusing and claiming miles is a nightmare. That said, I am almost on Gold status with Voyager and SAA does treat its Voyager members like kings at the airport. The member’s lounge in international departures is great (although not half as good as BA’s in Heathrow) and preferential check-in is a treat.
As a British Airways Executive Club member, however, the treatment is even better and the benefits are easier to access. For example, booking flights with your accumulated miles is more intuitive.
There also seems to be a discrepancy in service when it comes to local versus international. I have been on one local SAA flight to Cape Town where the group I was with missed our flight which was confusingly rescheduled. On that occasion, however, the SAA staff were most helpful in getting us on the next flight.
My other local flights this year on SAA (three) were good experiences – although not as good as international.
In short – I feel your pain, but I disagree with how it is being expressed. For example: no one will take you seriously when you’re swearing. People who agree with you will come in with the ‘Ra ra’s – but it sounds a bit childish to anyone who doesn’t (agree). I personally find it hard to take a rant seriously when there is swearing and head-bumping going on. Cool down, take a deep breath and then deliver a rational, reasonable complaint. You’ll be amazed at how much more attention you will get from the relevant parties. Being in the communications industry myself, I have learnt this the hard way.
That’s my two cents worth. I’m all for consumer action and sticking it to the corporates – but have a think about how you’re doing it. And no, I do not work for SAA. I have no family or friends who do. I’m just a random dude who flies a lot thanks to my awesome job, and a consumer who has had to deal with big companies before
October 23rd, 2008 at 1:20 pm
Thanks for the comment Simon. Sjoe. Where to start. Firstly, you’re absolutely right. I used the incorrect pronoun. With big business, I often feel the pull of “us & them”. In the travel industry, emotions run high. Delays are killing. There is a lot of anxiety. “They” definitely feel like they take advantage of the fact that for most of us non-GoldCard types, there is very little option but just to survive the journey as unscathed as possible.
Like Justin, over my years travelling with SAA, I have tried all the regular routes of complaint. Not one email or telephone call has ever returned. Hence the ire in my blog post. SAA’s service for their cattle class customers is notorious. I’ve overheard check in staff give blatantly incorrect information to travellers. I’ve seen on board staff tell flyers to ’stop complaining’, when they wondered why their chicken meal was raw. I’ve been in situations where flights have been delayed or cancelled, with no transparency in communication with the travellers on the plane. I’ve seen elderly travellers refused help to the bathroom when the plane has been grounded for over an hour (again with no communicated reason).
Have you ever seen the “letters page” in Sawubona? I’ve read responses there that blame customers for having the audacity to question why the vegetarian meal they ordered was not provided; something along the lines of ‘yes, we have your Frequent Flyer profile, but you did not confirm your preference when booking your ticket”. It’s literally shocking to me.
I’m sure the business class and international gold-card travellers are treated well. I should hope so. I’m still struggling on with the lowly blue card; denied access to the lounges, denied the benefit of quick check-ins and special busses to and from the terminals and most certainly often denied basic courtesy during the transit process.
I think this is an excellent forum for collective complaint. I genuinely believe that SAA has a lot to answer for. And I hope “they” will pay a little more attention.
As for the swearing. Well, bucko (she says, with her tongue firmly in her cheek) I’ve got a sailors mouth. I swear when I’m pissed off and ranting. My mother doesn’t like it, and clearly neither do you. I use expletives in my blog, and this was an off the cuff cut ‘n paste from that space. You’re right, swearing doesn’t accomplish much. But it does make me feel better when nothing else appears to be working.
October 23rd, 2008 at 2:03 pm
I have a potty-mouth myself
I wasn’t suggesting you don’t use it – merely pointing out that people don’t take you very seriously when you do.
I’m not suggesting that the horror stories concerning SAA are lies either, I just haven’t experienced any myself. Even when I was on blue status. And over the last year while I was on silver. And even before being a member at all, just casually flying on SAA.
But that is not really the point – I believe your complaints are valid. I agree that something should be done if the stories of bad service are true. And I applaud the creation of a platform for getting people together to take a stand.
My recommendation is just that if you want the media, consumer rights groups and SAA itself to take you seriously then you are better served by staying calm and preparing a well-rounded argument than you would be by ranting and raving. Is there a place for ranting, swearing and pulling out hair? Of course there is! This might even be it
It all boils down to what you’re trying to achieve; if you want to effect change then this isn’t the way to do it. If you want to stick a finger in SAA’s face – then continue as is…
October 23rd, 2008 at 2:20 pm
Something I forgot to mention: the reason I make a point of differentiating between ‘them’ and ‘it’ is because I also think it’s important that you avoid victim mentality. That is not to say that you aren’t a victim – just that you shouldn’t act like one
Companies are cold, hard entities and should be treated as such. “SAA delivers bad service” is more definitive than “Those guys at SAA deliver bad service”.
October 23rd, 2008 at 2:46 pm
Can’t I do both? Give them the finger, and affect change? Suppose not.
*climbs down off soapbox, smooths hair and adopts sober, serious look*
Points taken.
October 23rd, 2008 at 2:49 pm
[sotto voce] for the record, I still fucking hate SAA.
October 23rd, 2008 at 2:52 pm
@Dolce –
October 24th, 2008 at 11:44 am
With reference to :
“Companies are cold, hard entities and should be treated as such. “SAA delivers bad service” is more definitive than “Those guys at SAA deliver bad service”.”
I disagree. Its like sayings people don’t kill people, guns kill people. SAA as an entity employs people via their HR process, and then places those people in positions where they have a job to, of which part is to give good customer service and treat people with respect. If they are unable to do so, they should be removed.
I’ve received good service from individuals in not-so-good companies, and likewise bad service from great companies. For SAA however, I think the bad service is by large a systemic problem for which I do not know the cause, maybe because the CEO earns a truckload of cash and those people providing the service battle to make ends meet? Maybe its just a culture of insubordination and the frontline staff don’t care?
I’ve received bad service from SAA a good few times, also resulting in monetary loss, and hence I will no longer use them and reward them for their incompetence.