Cape Town International Airport No trolleys No service - risk of theft and injury

On Sunday after yet again experiencing delays on final mango flight from Dbn to Cape Town - this sunday it was flight JE 361 (and it was apparently due to scheduling issues) I landed in Cape Town international airport.

The flight was delayed to a 9pm departure thus landed in Cape Town just after 11, and we were in the terminals at about 11:30pm (tired and frustrated) where I was met with a completely empty baggage trolley area (for multiple flights which hand landed that time).

There were numerous ACSA staff members around, doing absolutely nothing. When I asked about the trolleys - I was told by at least 3 staff members that they had no idea what was going, and no idea as to whether it would be resolved. There was no interest from them in finding out either.

I then spotted a iHelp sign together with a phone and extension to dial. On using that phone I got put through to someone at OR Tambo. When I told her my problem and that it was at Cape Town International her sage words of advise was I need to talk to someone there - despite the fact that I started out by telling her I had spoken to 3 people there already! She then took my details down, and promised to escalate and contact me. I have yet to hear anything.

We then went to get the bags - which now all had to be carried by hand. This was not luggage that had wheels or could easily be transported (because of the shape and type of articles being transported) so I once again approached an ACSA staff member for help. He told me the person responsible for ensuring the trolleys were recycled and brought back went home. I then enquired what everyone else from ACSA standing around was doing, and if anyone could call or arrange for trolleys to be brought. To which he rep**** no.

I begged and pleaded and eventually forced him to help carry the bags. He got about half way between the luggage carousel and the arrivals terminal before dropping the bags and bolting. No one else I approached helped. There was a golf cart but the keys were missing and no one wanted to get it to help. In short no help whatsoever but at least 10 different ACSA staff members standing around doing nothing and not giving a damn.

I eventually through great struggle and dragging got the bags (through numerous trips and risking theft) to the parking area. (also I couldn't leave the luggage carousel area and go the arrivals terminal and back multiple times because once I leave you don't let us back in, but despite that no one helps either) . The risk of theft was great - but again no one offered to watch the bags either.

On arrival at the parking area I was greeted by a parking area filled with trolleys. I took to twitter to tweet you about my experience and no one has contacted me yet.

I demand an explanation for the complete lack of service and a refund of the airport taxes we pay to ensure things like this don't happen. If I had been injured or my luggage had been ****** ACSA would not accept responsibility and I in turn will not accept this lack of service.

I want to know: What happened that resulted in there being no trolleys? Why is it acceptable that no one was able to help and resolve the trolley issue? Why was no one willing and able to help carry the luggage? Whose job is it to ensure trolleys are there? Who is the overall manager accountable for ensuring this? The senior manager not the lackey who pushes the trolley. This is a failure on his part What is being done to ensure this doesn't happen again? How is the non-performance on Sunday being addressed with the offending manager? When will I get my refund on taxes? Why has no one contacted me yet despite me reaching out via various channels (iHelp , twitter, email and hello peter)