It is sad that we, as consumers out there have to stoop to setting up sites like, Hellopeter.com; saasucks.com etc. I am a shareholder that has cut my losses with your pathetic organization.  Having worked at an executive level within huge multinationals, your customer service is truly a reflection of your pathetic balance sheet. For those of you who have never seen a financial statement, I wish to bring your attention to these words quoted verbatim from your Chairman’s Report:

What must me and the other traders out there think of an organization like this?  Trying to sell dead SAA shares???????? Sadly my complaint, listed below is one of millions.  After about 10 attempts to customer service, I was contacted.  Now the Service representative, Lungile is on leave and my case cannot be attended to, PATHETIC. I will pursue to  highlight these cases and many more, since I myself have borne the brunt of this pathetic attitude. Kindly revert as soon as possible.  I no longer have the patience of waiting 35 minutes on hold to customer service.

Regards Denver Wicomb

Begin forwarded message:

Dear Service Consultant,

On the evening of the 13th of February, I dropped by girlfriend an hour and 10 minutes prior to a flight she was to take to Cape Town. At the check in desk, the check in clerk was unsure if she could allow her onto the fight, since her ID numbers were correct, but the Surname differed on her driver’s license.  She did not have a certified copy of her ID, only a photocopy of her ID.  However, she had her driver’s license with the correct ID number as indicated on the ticket.  She was referred from the counter to the SAA office, and then she was told to see the team leader.  There was chaos at the check-in.  What annoys me most, is that the ticket sales office told her that the problem was that she only had a copy of her ID on paper.  However, she could upgrade to business class.  This infuriates me.  What difference does this then make to her identity?

When she got to the terminal after negotiating with the clerks, the team-leader told her that she is closing the gate, as she is tired and wants to go home.  This, despite Melanie being there an hour prior to the flight.  I am infuriated, and demand a refund!!!!! I paid for the ticket via my credit card myself at full fare. Following this, KULULA was more than willing to help her get on the next flight.

I am a marketing manager who owns a few companies.  However, there is a definite problem in SAA.  I will make sure that should I not get a refund, or another ticket, that SAA loses all of the little credibility it still holds.  I have already spoken to Business Day. Your share price will soon be worth nothing.

It is in the interest of yourselves and all South Africans to deliver a service that makes us proud of having you as a national carrier.

Please address this with immediate effect!!!

Regards Denver Wicomb

Tags: Complaints, SAA

This entry was posted on Wednesday, June 17th, 2009 at 12:31 am and is filed under Complaints. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.