1 reviews | Active since May 2013
UNACCEPTABLE CONDUCT
One of my staff was refused to board on the plane because he was told that his luggage had to be taken to Cargo. Saith then called the Cargo department who then informed her that they would not collect the cargo but the customer must drop it off himself. We were really shocked by this as I have never heard that a customer must incur costs to take their own luggage to the cargo department. We did not encounter this type of resistance from SAA WITH THE SAME LUGGAGE. He missed his flight and now he has to incur costs to go to the Cargo department to drop off the stuff. I asked to speak to Saith t to ask about this policy of clients taking their own luggage to Cargo started but she could not explain that. I am appalled by this KULULA, I AM DISAPOINTED AND NOT HAPPY ABOUT THIS LAZINESS from your Cargo department. I am more lazy that the staff did not bother to go an extra mile for the customer. I would like to know if everyone has to take their own luggage to Cargo and when did this start. Worse part the flight was supposed to be 15:00 but was delayed to 15:30 . Your service is unfortunate and you are not customer orientated. The customer service sucks big time.
Thanks for taking the time to contact us. I do apologise for the manner in which the situation was handled.
With increased fuel charges and associated costs in carriage of baggage it has been necessary for us to review how we best manage this in relation to how we improve efficiency in our business and provide a good customer proposition at the same time (not an easy task). When our customers purchase a flight , the ticket includes a seat plus the 'free checked baggage' allowance 1 bag @ 20kg and hand baggage allowance (1 bag @ 7kg)per person. Any additional value that the customer prefers in addition to this has a cost association which must be borne by the customer. In the long term we believe that managing cost in our business and improving efficiency will allow us to pass benefit on to our passengers by maintaining and even possibly reducing airfares.
Your comments regarding the manner in which you were addressed has been brought to the attention of our station manager so that it can be addressed with the staff member . We appreciate your feedback as we are always on the lookout for ways of improving our service to our passengers.
Bye for now
Fazila Khan
Thanks for taking the time to contact us. I do apologise for the manner in which the situation was handled.
With increased fuel charges and associated costs in carriage of baggage it has been necessary for us to review how we best manage this in relation to how we improve efficiency in our business and provide a good customer proposition at the same time (not an easy task). When our customers purchase a flight , the ticket includes a seat plus the 'free checked baggage' allowance 1 bag @ 20kg and hand baggage allowance (1 bag @ 7kg)per person. Any additional value that the customer prefers in addition to this has a cost association which must be borne by the customer. In the long term we believe that managing cost in our business and improving efficiency will allow us to pass benefit on to our passengers by maintaining and even possibly reducing airfares.
Your comments regarding the manner in which you were addressed has been brought to the attention of our station manager so that it can be addressed with the staff member . We appreciate your feedback as we are always on the lookout for ways of improving our service to our passengers.
Bye for now
Fazila Khan