Rude agents. Inconsistent Processes.

On all my previous trips with the airline I have used the same luggage suitcase, to my surprise on my last trip with them I had to pay for check-in for the same suitcase which I was never charged for before. I flew to DBN on Sunday morning without being charged for luggage check-in, on my return trip the following day to JHB I was suddenly charged for it.

When I brought up the inconsistency issue with their agent she responded rudely with " I am only doing my job, how other agents are doing their job is not up to me". Instead of responding politely with an explanation or apologizing for this they instead repeated this many times and each time their voice getting louder.

Makes one wonder what sort of training or employee development this airline offers to their employees. I mean a whole young adult responding like an old lady who hates their job and waiting for retirement. Do you not go above and beyond your job scope? Is this how your agent are taught to respond/deal with challenges they face with customers? After all they are a representative of your airline.

An agent next to her, called her out with "you inconsistent girl'' mockingly referring to my conversation with her colleague (unaware that was I could hear her). Says a lot about your work ethics and lack of professionalism.