SAA – extortion at its best
It’s Luke’s birthday in November and as a special birthday gift Colette and I have decided to fly his grandfather and my sister (his aunt) down from Jo’burg to spend some time with him over this time. We figured that he could use a little familiarity what with us relocating to Cape Town so today I set off to book two plane tickets online.
My first choice would have been British Airways (R4,000) but they seemed way too expensive and I couldn’t see much difference between Mango (R3,100), Kulula (R3,200) or SAA (R3,477) so I decided to opt for an airline that was trusted to arrive on time and booked my two tickets with SAA.
When I received the confirmation of the booking via email I noticed that my father-in-law’s surname was not correct and had been replaced with my full name. So, it looked a little like this ROBERT JUSTINHARTMAN on the confirmation slip. I immediately called the SAA call center to have this surname changed.
To cut a very long story short SAA do not change surnames on tickets that have been paid for. Had I not paid my ticket straight way I would have been able to edit these details but being a good customer is actually a negative thing in SAA’s opinion.
The error allegedly occurred as a result of me adding in my own frequent flyer number in the booking form at the time of booking. By doing so the SAA booking system automatically updated the surname in my father-in-law’s text box with my full name and as a result I now had a ticket that was totally and utterly useless.
The result: I have to cancel the old ticket and rebook a new ticket under his real name.
The caveat: I have to pay again and I’ll only be refunded the airport tax from the original ticket – SAA keep the airline fee.
I fought with two different consultants and their supervisor for a little over two hours. The bottom line. I’m screwed. SAA refuse to back down even though their system is flawed.
I gave up at the time and just booked a new ticket. This means that instead of R3,477 I have now paid R5,352 less my airport tax refund of R895.00 for this system error and I’ve lost just short of R1,000 in the process.
I feel robbed by these twits and totally helpless but the more I’ve thought about the events that transpired the more I realise that I need to stand up for my rights. I personally wouldn’t do business like this so why should I stand for it? This is simply consumer extortion.
As of this morning a letter of complaint, demanding a full refund of my original ticket purchase price, has been sent to Dr. Khaya Ngqula – CEO of SAA and the customer service department. I’ve only ever written one other complaint before which was to BMW and I had success with it so I’m hoping for much of the same.
Having said that though I’m not optimistic for a positive outcome. Unlike BMW I have come to realise that SAA couldn’t give a flying **** about their customers and I can’t see them doing a turn-around now.
Tags: Bookings, Extortion, Rip Off, SAA, Ticketing, Tickets
October 23rd, 2008 at 5:08 am
Well done Justin – give ‘em hell
October 23rd, 2008 at 9:40 am
I used to be in the travel industry and as far as I know, frequent flier miles cannot be carried over for any relative and you cant earn on behalf of anyone. They are very strict about this. Only the account holder can earn miles. Perhaps if you read the fine print when you signed up, this could have been avoided.
My comment does not mean I’m a fan of SAA.
October 23rd, 2008 at 9:47 am
@Nafisa – fair enough although if you can show me where on flysaa’s booking form on their website you can see this fine print that says this then I’ll accept that.
October 23rd, 2008 at 9:50 am
Hi Justin
Read #4.2.8 here:
http://ww2.flysaa.com/voyager/Programme_Guide/content/terms/terms_frame.html
October 23rd, 2008 at 10:20 am
@Justin
You have a valid argument.
The system should have prompted you that the content you entered and what they had on their system didn’t match.
@Nafisa
See above comment to @Justin. Nobody reads T&Cs. They should design their booking system to cater for this sort of situation.
As a Web Designer, I know that this is not rocket science to do.
October 23rd, 2008 at 10:26 am
Yes granted those are in the T&C’s but my issue is that this link isn’t available during the checkout process. All I can see are:
1. Fare rules: https://ww2.flysaa.com/fares/faresDspRules.jsp?storefront=8000
2. Conditions of carriage (which is a 32 page legal document that no one can understand.
3. Need help section http://ww2.flysaa.com/fares/assist/en_booking_assist.html
In addition, this is what is written out under the tick-box for agreeing to the terms:
Changing or Cancelling your Reservation (subject to rules and conditions)
Changes and cancellations for domestic flights can be done conveniently around the clock via flysaa.com.
For changes and cancellations for international flights or further questions regarding your online booking dial 0861 FLYSAA/0861 359722 from within South Africa, or visit our Customer Care page for other SAA Office contacts.Calls will be charged at Standard Rates
Now in the context of my dilemma I ask you how I was supposed to know that adding my miles number would replace the traveller information on the booking form? Everything I read on their website says you can conveniently change details via flysaa or the call center…
October 23rd, 2008 at 11:06 am
I have to say that SAA is capitalizing on the small print disclaimer and raking in illicitly-gained funds from unsuspecting clients. I too have been “robbed” by SAA with tickets purchased for a flight from Johannesburg to Cape Town and back. What an absolute disgrace tyhat our National Carrier should treat its own citizens in such a disgraceful manner. I SHALL NEVER fly SAA again.
Besides which their service sucks big time with overweight air hostesses filling a BEE requirement.
BA any day with Kulula and 1Time my personal favourite
October 23rd, 2008 at 11:57 am
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October 23rd, 2008 at 11:59 am
I’d rather take the bus…
October 24th, 2008 at 10:34 am
The moral of the story is: Do NOT become an SAA frequent flyer!! and for that matter do not frequently fly with SAA……… Bottom line DO NOT USE SAA
Howcome Kulula add R54 one way for airport tax and SAA R895-00 (return I think)? Kulula goes to Lanseria but even if it was through OR Tambo there is no correlation between the so called airport taxes charged between the two carriers……. what am I missing?
October 24th, 2008 at 2:31 pm
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October 24th, 2008 at 9:00 pm
Ask anyone who hhas flown SA048 from Livingstone to johannesburg in October. Donot check in your luggage. They will not load it. It is now taking a fortnight from the day you return to receive your checked in luggage !!! Askme wht advert it is for foreign tourists. The flight is 90% German/British tourists . 2010 here we come !!!
October 24th, 2008 at 9:02 pm
Ask anyone who hhas flown SA049 from Livingstone to johannesburg in October. Do not check in your luggage, under any circumstances. They will not load it and they will nnot tell you. It is now taking a fortnight from the day you return to receive your checked in luggage !!! Ask me what advert it is for foreign tourists. The flight is 90% German/British tourists . 2010 here we come !!!
October 26th, 2008 at 9:46 am
What do all you idiots expect from a Government Parastatal ? – GOOD SERVICE?!! SAA are anti-competitive and have relied on Government for years to bail them out to the tune of billions of Rands just to keep in themselves in the sky (taxpayers money!) Making it very unfair and sometimes impossible for the other airlines to compete. Its you own fault for supporting these imbeciles – Just have a look at what their CEO earns R20mil a year +!! see http://www.iol.co.za/index.php?set_id=1&click_id=13&art_id=nw20081001105821267C585194
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