1time Airline Complaint
 SUPPLIER |
1time Airline |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | George | COUNTRY | South Africa |
| TIME / DATE | 09:21 Wed 18 Jan | PERSON RESPONSIBLE | Salome |
| CUSTOMER | Johanvanderwalt | View all reports by user |
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| PROBLEM | Bad Service |
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| INCIDENT | Sat 31 Dec | ||
| HEADLINE | 1Time refuses to help 10 customers @ gate |
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On 31 December 2011, myself and my girlfriend (A foreign national) arrived at the George airport to board a flight to Johannesburg. Due to heavy traffic we missed the gate closing time by exactly 4min. long with us were about 8 other customers with the same problem. Ground staff refused to help us and get us on the airplane and stood arguing with customers - they claimed that once the gate is closed nothing can be done. The manager became quite rude when asked to help. This resulted in several passengers (including myself) having to buy new last minute tickets to Johannesburg and an inflated cost. I sent a complaint to 1Time asking for an explanation and some sort of compensation. I was flatly refused and told that they cannot help me. I think the service was bad and that the company could have helped 10 stranded passengers - especially seeing that we missed the closing time by 4 min. |
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| SUPPLIER'S RESPONSE | 1time Airline | Time and Date | 09:32:38 | Wed 18 Jan 12 |
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Hello Johanvanderwalt, Thank you for your correspondence. Please kindly note as per our terms and conditions, as agreed to at time of booking and as previously stated to you by one of our staff members: 3.3 A passenger that fails to check -in within the allocated time (between 2 hours and 30 minutes on domestic flights and between 2 hours and 45 minutes on regional flights, before scheduled departure time) will be regarded as a no -show and will forfeit his or her seat and the portion of the fare that is allocated to that leg of the flight reservation. A no -show is not entitled to a refund. Taking the above into consideration no refund will be granted. Yours in aviation 1time |
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