Customer care-no feedback

To whom it may concern,

I must express my dissatisfaction with the flight I took yesterday as I believe that SAA prides themselves in ensuring that their customers are satisfied. The flight was scheduled to leave at 17:00 and thus boarding was at 16:30, which means that a lot of passengers including myself were at the airport at 16:00. It was then delayed without reason to 17:45, then to 18:15, then again to 18:45. We eventually boarded and left just after 19:00 and we later learned that there was a mix-up in the operations department. In-flight refreshments were shocking…a packet of lays chips and a bite-size bar-one…wow, I have no words for this. A few passengers took out their own sandwiches, as it was dinner time after all. I understand that this is an express flight, but the same standards should be kept throughout your fleet especially for the price that is paid. I also understand that you at least do provide in-flight refreshments, but then rather drop the prices and cut out this expense from your costing. The passengers should have at least received a voucher to get a sandwich and coffee for the inconvenience caused. Furthermore a number of people, including myself would have missed important dinner dates or the likes since we only returned to our homes by about 9pm. The seat I sat in had a rattling, noisy window nearby, luckily the passenger next to me managed to lodge a piece of paper to quieten the noise.

I felt it necessary to communicate these issues to you so that you may be reminded of how important customer satisfaction is. I hope that your organisation will consider customer comfort in times of such delays.

This was submitted to them 2 weeks ago and i have heard nothing from them!