Bad service from SAA Airways

<p>On Monday 2 January 2017 we arrived at the SAA check in counter at 09:15. I had three young adults (aged 17, 19 & 20) booked on Flight SA_ 322 departing at 09:50 to OR Tambo. Since it was our first time at the airport it took some time finding our way but according to all my years flying with SAA I knew we still arrived in good time. But to my amazement the lady said that we missed our flight. According to the notice boards the flight was still boarding and she refused to let them on. She explained that their seats has been taken by stand-by passengers. As we were in the airport building this was extremely confusing since we never even once heard an announcement relating to their flight.</p> <p>I tried to explain to the lady that the families of the kids were already on their way to OR Tambo since they live a few hours away. They each only had one bag and basically begged her to help me. She looked at a man who handles the luggage at the back, he shook his head and then she shook her head.</p> <p>We then rushed to the SAA counter to see whether we could arrange space on another flight. Once again we got the cold shoulder telling us that we missed the flight and there is no space on any other flight except if we pay an additional R2000 per person. Needless to say this all happened and the flight they were booked on was still on the ground.</p> <p>I asked her whether we can then have a refund on our tickets and she also just shook her head!</p> <p>After the initial shock we regrouped and got them in a Khulula flight back home.</p> <p>As we stood upstairs watching the airplanes take off and land I noticed a number of late comers on flights. A few even arrived after the gate closed at the plane with their luggage in hand which was then taken from them and stowed below!! Did they receive special treatment? Why did they help these people but not even think twice to show me the door.</p> <p>If this is the way SAA treats their customers I would rather not use them again. To think I used to be a Frequent Flyer... How things have changed.</p> <p>I am however insisting on a refund for the 3 tickets due to SAA's incompetence and unwillingness to assist us. If we were in the wrong I would graciously accept and pay for our mistake but this situation was ridiculous and unacceptable.</p> <p>Await your urgent response.</p> <p>Kind regards<br />Yolanda Potgieter<br /> ********** </p>