disgusting service

To whom this concerns

Earlier today 5:30 to be exact I arrived at the airport and around 5:45 my mom approached the check in queue while I went to the lady sitting behind the standby desk as the ticket sale counter line was extremely long. The flight controller Nsoaki assisted when I asked her “if I wanted to change my flight time, what would be the procedure be?’’ she than responded by saying that I have to go to the ticket sale counter. My mom was still in the queue so I joined the ticket sale line and of which I decided to leave after I saw that I was pressed for time, I joined my mom soon after and we were next to be served by Noluthando. I asked her the same question of what the procedure would be if I wanted to change my flight, I further explained that in no way am I confirming a change although I do want to know how much it’ll be if I chose to, she than said no problem and advised that we need to find out from the ticket sale counter as she wouldn’t know the costs involved and we said that the line is way too long so she suggested that we should go to the ticket sale counter and she will assist by checking the booking in and print the boarding pass and give it to the ticket sale consultant once we there, she confirmed that she will see to all that we require while we carry on to the ticket sale counter. When we approached Lerato we enquired about changing dates and she gave us a general quote and talked us through the procedure (extremely helpful lady and polite) when we realised it will be too expensive which was around 6:10 we said no it’s okay please can we just have our boarding pass and told her that we checked in and asked her to print it of which Lerato looked so confused and we informed her that the lady by the check in counter Noluthando advised us that she handled everything and passed the information over, Lerato disagreed and asked to go with us to Noluthando to explain what she did, when we approached Noluthando she said ‘’oh so you keeping your flight?’’ of which we agreed and she proceeded to check on the system and notified us that the check in time was closed off, we were in shock and reminded her of what she advised us to do, she apologized and said that she was dealing with a lady who was disabled and asked if she can assist her and then she’ll attend to us, we agreed as the lady seemed really uncomfortable. Lerato was displeased with the communication between herself and Noluthando and asked me to follow her to the FC so that she can mediate (Nsoaki), she was EXTREMELY rude, she had no time for me or my situation and came blazing with what she needs to say, she refused to listen to me and whenever I spoke she spoke over me and as well refused to communicate in English so that I am aware of what’s going on. Nsoaki asked Noluthando if she accepts the responsibility for making me miss my flight and she hesitantly agreed and Nsoaki said “okay, fill out the form, follow the procedure and know that 800 will be taken from your salary’’ as Noluthando asked because Nsoaki said that she is responsible. Once Nsoaki mentioned the deduction Nolunthando’s facial expression changed and the story also started changing. Lerato asked me which flight I wanted and I advised her that the next morning will be fine as it was cheaper so Nsoaki jumped in and said absolutely not because I have no choice but to accept what they give me which is the next flight. I then told her that I shouldn’t be forced to take something that I don’t want because someone else messed me around, I emphasised that I DO NOT FLY OFTEN AND WHENEVER I DID I ALWAYS ASKED FOR ASSISTANCE, IF I ASKED A TRUSTED AGENT…I WOULD THEN ABLIGE TO WHATEVER THEY INSTRUCT OR ADVISE ME TO DO. We all knew what time the flight was and I was repeatedly asked so anyone could have advised that it was too late to make the enquiry and stress the point of going to the boarding gate, I also told the staff after listening to their procedures I tried to make sense out of it by saying that if Noluthando could not help me she should have asked me what I wanted to do before she does anything on her side and not make arrangements and not follow through on them as she will have to take full accountability. I then asked for superiors as we were getting nowhere an Nsoaki made a scene embarrassing me and acting in a very ********* profession, Rowen and Anneline stepped forward to evaluate the situation, because Noluthando’s story didn’t match Lerato and mine that suggested that I pay for the ticket of another time while they investigate and they will minus the penalty… I disputed as it was in no way my fault, it was false information given to me and should not inconvenience me, if I was misguided, how was it my fault. Anneline introduced herself as the manager and spoke to me in presence of Noluthando and Lerato, Noluthando was on her phone now portraying a very disrespectful attitude, Rowen was behind her listening to what was discussed. Anneline also didn’t listen and kept disrupting, we went back and forth on information because stories kept changing. Lerato was trying to explain what happened and where this went south and nobody listened they all dismissed her statement, Lerato excused herself so that she doesn’t have to act in an inappropriate manner as she was getting upset COMPLETELY UNDERSTANDABLE, when Lerato walked away Anneline told Nobcolo to write up a warning for Lerato and have to her today in front of me, she passed sly comments on Lerato and gasped when looking at her (I sense personal dislike or whatever it is however it was totally unprofessional being a manager) I told Anneline that she can’t speak about those things in front of their customers and cannot reprimand staff, just like with Noluthando, she was wrong but it is not my business to know how it implicates the, it’s like defamation of character, I don’t need to know the incompetence of staff as a customer, it does not send out a good message at all. Anneline then said that her warning is not related to today’s event but to another which again is not something that is supposed to be mentioned to me, just apologise. The FC and Anneline both publically embarrassed staff however more so with Lerato who was amazing today…I was let down by the experience but she tried so hard to apologise and do the right thing, she took her time, investigated, informed herself of the procedure and listened to me before making any call, she told me that she needs clarification and involved management which I respect a lot more than having Noluthando who did her own thing then denying of such. Lerato again excused herself when she began to cry…how could a consultant who does not know me until today be pushed to an extent of crying unless management mishandled the situation, Anneline’s comment was for me to please leave her alone, she will handle it and this is typical Lerato and she knows her staff implicating that this is what Lerato often does…again…not for me to know. I paid for the ticket and mentioned that I will dispute the situation as I want to be reimbursed for the drama that took place today and strongly suggest that footage gets looked at. I was at the airport at 5:30 I have a picture of my parking ticket. Please investigate this further!!!

I would like to lay a complaint against Anneline and Nsoaki.

Anneline: unprofessionalism discussing internal issues with me (customer), putting her staff down in front of me and not giving me time of day for me to state what took place today. (made comment that she is issuing out a warning to Lerato and making sly comments on Lerato’s character ‘’she always does this as she hates being told she’s wrong’’ while rolling her eyes.

Nsoaki: unprofessionalism, reprimanding staff in front of me, contradicted herself by when explaining to Rowen of what she did, I told Rowen about the R800 she informed Noluthando about and she began to change her story as well, she never let me speak, when addressing me she refused to look at me and spoke at the top of her voice while doing something else, had no respect or customer service s****, spoke in vernacular knowing that I am English speaking ( she spoke in her Language preference to Lerato and Noluthando where I was unaware of what was being said) I felt belittled, disrespected and pushed in to a corner, they made me feel as if I wasn’t telling the truth.

The only person that actually was there through the whole proceeding was Lerato who TRIED to speak for me unfortunately she was belittled as well for agreeing with me, she made sure I left there happy and apologised for failing at what she tried to do and on behalf of the treatment from the staff, she tried to protect the brand by making sure I was okay THE ONLY ONE WHO HAD RESPECT FOR OTHERS, not once did she raise her voice at me and took her time to listen to me when I gave me side, she reassured me that she will try to resolve this matter and informed me when she needed to ask a superior before advising me further to ensure whatever she tells me will be honest.

People involved: (fly safair) Rowen Noluthando Nsoaki Lerato Nobcolo Anneline

I would like to have this matter investigated and strongly advise that you get back to me with a solution. I would like to be reimbursed for this as well as my parking, this caused an unnecessary delay in my arrival. Their argument was that I was contemplating on changing the flight so it’s not your problem, my answer is so what? I am a customer who is allowed to make those enquiries…my decision wasn’t set in stone however I am 100% allowed to ask for my own personal reasoning, don’t use that against me as if I purposely did this, It was a general question. In no way shape or form did I say I wanted to change my flight, I just asked if it was possible and how much is the airlines penalty, because if I was sure why would I agree to Noluthando proceeding with my boarding pass. If there’s further questions, please contact me on ********** 250 Or email me on **********

The flight was for Shaylin Gramani, fly safair 6:30

I need feedback please.

Thank you Jaclyn Ronel Naransamy **********