Worse service ever!!!! NEVER AGAIN

To whom it may concern Dictated by Alan Levitan to his secretary Caitlin Liebenberg

Dear sir My name is Alan Levitan. I am a 75-year-old pensioner as well as my wife. We booked a flight 6 months ago to fly with Cemair to Margate.

Everything was fine our flight departed at 9am on time on the 11th of December 2022. As we were about to land in Margate we were informed by the pilot that he is not going to land due to bad weather and we had to return to Johannesburg We arrived at O. R tambo just after 12pm having been in the air for 3 hours.

Unfortunately, there was chaos amongst your staff at the airport, no one knew what was going on. We were offered a plane trip to Durban, I then asked Jackie who works for Cemair how we get from Durban to Margate and her reply was '' you must find your own way '' My wife can hardly walk due to a pending knee operation in January 2023, and I am recovering from a knee operation and a minor stroke this year. There was no way that we were capable of organizing transport from Durban to Margate!

We did not know what to do so we booked a flight to Margate the next day being the 12th of December 2022.

I then asked the staff where our luggage was, our luggage consistent of two suitcases, as we were going to San Lameer for 3 weeks, as well as two cooler Boxes containing kosher pies, lasagnes etc. We were told to make our way back to arrivals lounge where our luggage would be waiting for us. We did this and upon arrival our luggage was not there. We battled to get hold of Cemair staff to find out where our luggage was, and we were continuously told to wait another 30 Minutes after 3 hours this became a bit much with our luggage still not arriving.

One of your staff, Eugenica was fantastic and was the only one that showed any concern for us. She informed us after waiting for 3 hours in arrivals that Cemair sent our luggage on a plane to Durban and from there a bus had been charted to take all the passengers from Durban to Margate. We were not given the option or informed about this decision else we would gladly have joined them. I repeat when I asked your staff when we arrived back in Joburg I was told we had to find our own way from Durban to Margate

We are now back in Joburg absolutely exhausted and tired without our luggage. I hope we will find our luggage somewhere in Margate upon our arrival on the 12th December

I just want to draw your attention to this highly unsatisfactory and unprofessional, ********* treatment by Cemair

We arrived at the airport the next day on the 12th December 2022 booked in on the 9am flight to Margate. We boarded the plane, everything was looking good, only to be told we are not flying due to the bad weather in Margate. Everyone had to disembark the plane and wait in the lounge again. The plane finally left around 12pm midday, we flew to Margate the wheels were down and we were about to land and the pilot again informed us he could not land, this time he diverted the plane to Durban.

We arrived and disembarked in Durban at approximately 13h30, you had a fantastic Lady in charge there, her name if I recall correctly was Vuyo, she took charge of everything, as you can imagine all the passengers were highly upset. We all in Durban and no one could tell us where exactly our luggage was. Vuyo organized a taxi to take us from Durban to Margate airport. We unfortunately had to wait for the taxi to arrive from Margate and I think he arrived between 17h00/18h00.

The taxi driver being a taxi driver, drove like a taxi driver (very fast). We were just to happy to be on our way to Margate, we arrived at Margate airport at around 9pm that Monday night, fortunately our luggage and food was there waiting for us. I then had to organize a taxi driver to take us to San Lameer, as Avis was long time closed already and could not collect my rental vehicle. We arrived at San Lameer at 22h00, cold, tired and extremely hungry and exhausted as pensioners!!!!

When you think about this we left our home at 06h00 in the morning ****h December 2022) in Johannesburg and arrived at our destination at 22h00 Monday night (12th December 2022). This was the ultimate trip to hell for us.

I would like someone from Cemair to reply to me and how come there were no standby plans to take care of such a situation when one arises?