I will never fly with SAA again
I submitted the attached document to SAA after an extremely disappointing experience while making use of their services or lack there of.
Their response was as follows:
Exec/2008003344/lmb
04 March 2008
Dear Mr Pretorius,
I refer to your e-mail dated 25 February 2008, outlining your dissatisfaction with the service experienced whilst in our care. At the outset, we would like to apologise for the inconvenience caused.
The fact that you were requested to present the credit card used, is sincerely regretted as our ticketing office received all necessary documents in terms of authentication. We apologise for the lack of service on this occasion.
The flight out of Munich was delayed due to the incoming flight and that we could not advised customers in time with the hope that alternative arrangement would be made in rerouting customers. This is the reason you were informed on arrival at the airport. On a last minute schedule change is it difficult to contact all customers hence we would assist everybody at the airport.
We realise the impact caused to our customers when the flight is delayed. This is not intentionally done to inconvenience our customers. However, these mechanical faults do happen and they need to be attended to immediately before we can declare the aircraft airworthy.
Regrettably, we are unable to comment about the hotel facilities as well as the airport facilities. These are the things the airline has no control over therefore we regret the inconvenience. Regarding the duty free items this matter has been addressed with the Service Provider, Tourvest for their comments.
The voyager matter has been escalated to the Voyager Department for their necessary action and they will respond to you directly. We are unable to accede to your request for cost incurred during the flight delay of SA265 on 22 February 2008.
Once again, we would like to convey our apologies for the inconvenience caused.
We value your support and look forward to welcoming you onboard South African Airways in the near future.
With kind regards,
Lerato Ginya
I also have a complaint on HelloPeter.
At HelloPeter’s recommendation I forwarded the complaint to the Customer Care Executive Office at SAA. I received an acknowledgement of Receipt email, but never received a reply.
I have undertaken to never fly with SAA again and I look forward to the day that they declare bankruptcy.
Kind regards,
Dewald Pretorius
Tags: Customer Service, delays, SAA, Service, Voyager
October 24th, 2008 at 4:51 pm
Why? Oh, why do we fly Mango or SAA. All we are doing is killing competition.
1Time and Kulula are a must if you can avoid SAA or Mango.
October 25th, 2008 at 12:05 am
Seriously… It frightens me to see how much time you must have spent writing that loooooooooooooong letter for, what? 300R? Let it go, my friend. It’s not worth the hassle. Do yourself a favor and move on… People are dying on the streets, and THIS is what you’re spending your energy on?!?!?!
October 26th, 2008 at 8:33 am
When I pay upwards of R12,000 to a company I expect a certain level of service from them. I have no problem spending the time to write a complaint when this is the quality of service that I receive. Even if my complaint just causes one person to fly with another airline it makes up for all the time that I spent writing that document. It is HIGH time that people start realizing what SAA is and what you can expect from them.
SAA needs to come to the realization that if they continue to ignore and inconvenience their customers they shouldn’t be surprised when they run a loss every year.
October 26th, 2008 at 7:55 pm
Never say never again. It is frustrating, I know especially if you deal with unqualified staff due to affirmative action. Flying Mango, Comair, Kulula, SAA or what ever the Airline u fly, it will be the pick of the day. You going to be stranded one day and have to be somewere, then SAA will be the only one available, they just might surprise you. People talk the same about other airlines the way you talk about SAA, some good some not so good.
November 11th, 2008 at 11:47 pm
Depending on the place never fly with SAA again | South African Airways Sucks normally is not all that perplexed. Looking for more such information on this subject. Adios!
November 19th, 2008 at 2:55 pm
I empathize with you completely. I had the same thing happen to me on a flight back from Heathrow.
At the hotel I was given one meal (only supper), which did not include drinks. Not even a dam glass of water. And I am a vegetarian and was told “that vegetarian meals were not covered by SAA” and that I had to pay for one if I wanted one. What the hell? Eat meat or starve? Thanks SAA.
They also did not help me get hold of my relatives and I had to fork out about 15 quid to phone home.
And this is yet another of SAA’s bad service that I had forgotten about. Also the fact that this flight was canceled “due to a lack of staff” meant that I could not get home in time for a scheduled operation. Nice one!
September 8th, 2009 at 5:14 pm
guys get over yourselves so what all airlines have problems and maby you just caught a awful flight. so what if you where on a bad flight at least you got from point a to b.