Dissatisfactory Service

We refer to the following reference number: QGEN*** which to date has still not been resolved since logging the complaint on the 4 March 2024.

The following email was sent on the 4 March 2024:

Good day,

We wish to bring the following to your attention.

Upon our departure from OR Tambo International Airport on Friday, 1 March 2024 at +- 20h20 – 20h40 via the international passenger entrance near the Dischem a bag of ours was flagged to be opened. Upon opening the bag, a male gentleman mentioned that we could not take 2 cans of deorant and 2 bottles of Lotus Biscoff spread. We asked where the items can be disposed of and received no response. Further to this, no assistance was provided for the bag to be closed.

The gentleman then moved to a centre counter in the same area where the items were placed in a backpack and a female departed the area with the bag.

Interesting is that we had other food items in another bag of ours which was not removed and no where was a record of removed documented.

We are of the opinion that they saw items which they wanted and thus for the items been placed in the backpack

The above has left a very bitter taste in our mouth on how the situation was handled and are of the opinion that the above is blatant theft.

How does such look to various tourist coming through South Africa and experience the same or similar.

If items need to be disposed of, the items need to be disposed of in an official manner.

We trust that the above will be addressed with a matter if urgency.

Please reach out to us via the below email address or Aldene on the mentioned mobile number should you require any other information.

Regards

Following automated email received on the 4 March 2024:

Dear Michael & Aldene Stiebel Thank you for contacting Airports Company South Africa Client and Passenger Services. This is an automated reply to your email. Kindly note the following important information: • Your query will be attended to in the next business day. Our operating hours are on weekdays Monday to Friday 08:00 – 17:00. • For or urgent assistance, kindly contact our 24 hours call centre on ***or visit our website at www.airports.co.za for more information. • Your query reference number is QGEN*** • Please ensure that you reply with the same email address, quoting the reference number on all correspondence to warrant that we keep accurate track. • Please do not send multiple queries with regards to the same matter to ensure ease of feedback being provided. We appreciate your understanding and cooperation. Best regards, Client and Passenger Services

After numerous further follow ups from our side, no further communication or resolution has been received.