Unacceptable Response and Lack of Assistance from ACSA OR Tambo

Rating: 1/5

I'm extremely disappointed with the service I received from Airports Company South Africa (ACSA) OR Tambo International Airport's Client and Passenger Services. Despite submitting a detailed report with all necessary information about our damaged suitcases, we've been met with unhelpful and delayed responses.

After sending a comprehensive report, ACSA responded by asking for more details, including which airport our query was related to, despite all relevant information being in the attachments. It's been 5 months since our initial complaint, and we've yet to receive a meaningful response or resolution.

Details of the issue:

- Damaged suitcases on flight between Frankfurt and Johannesburg with layover in Heathrow - Report submitted with all necessary information and documentation - Unhelpful response from ACSA asking for redundant information - No further response or resolution after 5 months

Recommendation: I would not recommend ACSA OR Tambo International Airport's Client and Passenger Services to anyone due to their lack of responsiveness and assistance. Until they improve their customer service and claims process, I will be cautious about using their services.

Advice to ACSA: Take responsibility for assisting passengers with legitimate claims and improve your response times. Ensure that your staff is adequately trained to handle customer inquiries efficiently and effectively.