TERRIBLE Experience

I started writing this in the Uber back from ORT on Friday night – WELL AFTER 22:30. I thought I would give it some time before sending – perhaps my anger would have subsided. Unfortunately not. My resolve to share my negative experience has in fact increased and I will be posting this on as many public websites as possible and sharing my terrible experience will all colleagues, friends and family.

I had spent around R3800 on a return flight from ORT to East London. The booking reference is B8ZOK6. I was scheduled to fly out on FA 383.

Since my meetings ended early, I got to the airport at 12:00 and waited for a place on standby. I managed to secure a seat on FA 241 for departure at 14:00. However this was at an additional cost of R2344.00 (let's not talk about price gouging at this stage).

That flight got delayed and we disembarked. Since I was in the first row (seat 2B, I went straight to the ticket counter and asked to be placed in standby - again for my original flight. I was assured by Ayanda that I was number 1 on the list. He asked me to go back to the counter closer to the departure time for my original flight. Only after this confirmation did I join the queue for the meal voucher. I was given a voucher of R80.00 for a supposed 6 hour delay. Have you tried getting a meal at the airport for R80.00?

At 15:28 I received a SMS that the flight was to depart at 20:00. Around 17:00 I left the lounge and went to the reservations desk and was informed that I was no longer number one on the waiting list for the 18:00 flight to Johannesburg. A “manager” indicated that there were 4 international travellers ahead of me and that I was 5th in line for the seat. And that there were 5 seats available. Ayanda on the other hand said that there were 7 seats available – clearly your team does not even share the same lies with the passengers. After waiting there till the absolute last minute, I was informed that I would not get a seat on the flight – all this while I watched a person who clearly came after me get onto the same flight. I was, and am, extremely angry at being **** to.

At 16:11 I received a voucher for R400 in lieu of the delayed flight. After having spent R6205.00 on a return flight do you honestly believe that R400 (6.45% value of the costs) voucher makes up the frustration of the day? It is an insult. It was so bad that an elderly person next to me broke down and cried while speaking with her family. She was forced to book and stay at the airport hotel due to your lack of caring.

At 20:00 there was still no announcement or communication from your staff and we finally at 20:17 another SMS was received that we should board the flight. At 22:06 we finally landed in Johannesburg. I arrived home at 23:01. And you think that a R400 voucher is sufficient for the anguish and frustration for such delays.

The most irritating part of the journey was that there a not a single sincere apology from the Captain or Head steward. I personally asked Mavis who was in charge if we would get an apology. This was glibly noted and nothing came of it. Then your Marketing Directors statement that you want feedback just added insult to the injury – you airline has clearly not learnt how to communicate with passengers.

It is indeed a pity that we have a duopoly on certain routes in South Africa. But given a choice I will certainly select your competitor. In fact I have discouraged my family from also using your airline – and this is for a flight to Mauritius. .

Based on the poor communication experience on Friday, I am not really expecting anything to come of this complaint