Pathetic Service

Arrived at the King Shaka airport and checked in an hour before our flight was due to board. Checked in our luggage and got tickets with boarding information as usual. Got to our boarding gate and there were two ladies advising that the flight has been delayed and will leave at 19h30 an our scheduled flight was for 18h30. Waited there and only to get a call from the ticket sales to advise at 18h39 to advise us that the flight has left and we should come and collect our luggage from them. So firstly we did not hear the announcement regarding the gate change, secondly the airline did not announce our names for missing passengers to go to the new gate to board our flight and thirdly why did they not call us to check if we are ok as we are clearly waiting to board but were able to call us to collect our luggage. When we got to the ticket counter the lady by the name of Chante could not be bothered by our frustration and not understanding that why would she only call us when our flight as already left and not before to advise that we need to board and especially that the gate change was done after we had checked in. Her answer was that they do not make announcements for missing passengers which is quite strange as this is all you hear when sitting in the airport. Then we requested a refund for our bags since they were clearly off loaded from the plane and again it must have taken them some effort to contact the porters to trace our luggage than it would have been just to call us to ensure that we are aware of the gate change and that we board the flight. I guess they don't care about their customers and only hope that when you miss your flight you will perhaps book with them again. I really cannot understand their reasoning and now it is a another fight to try to get refund on our flight tickets.

Pathetic service, it was my first time and I will never ever think of booking with this airline again.