A flying experience to remember

To the South African Airways Team,

I would like to extend my deepest gratitude to the staff of SAA at Johannesburg Airport for the exceptional service I received on the morning of Saturday, July 27th, at around 09:30 AM.

After arriving from an international flight, somewhat tired and slightly overwhelmed, I approached the SAA counter to check in for my connecting flight to Port Elizabeth. I had unfortunately exceeded my baggage allowance and explained this to the gentleman who assisted me. While I regret not taking down his name, I will never forget his kindness, patience, and genuine empathy. He explained the penalty calmly and clearly, but it was the way he delivered the message — with warmth and understanding — that truly stood out. He didn’t just do his job; he made me feel human in a moment that could have been frustrating or stressful. He directed me to a colleague who helped process the payment swiftly, and when I returned, he immediately continued assisting me with the same kindness and professionalism.

Following that, I boarded Flight SA405 at approximately 10:15 AM. The incredible service didn’t end there. The cabin crew — a team of professional, friendly, and warm-hearted women — made the entire flight a memorable experience. Their smiles were genuine, their care effortless, and their attentiveness to the passengers was truly admirable. For someone like me, returning home after many years abroad and having flown countless international airlines, I can honestly say that the hospitality I experienced onboard this SAA flight was one of the best I’ve had in a very long time.

In a world where genuine service and human connection can often be hard to come by, your team reminded me of the warmth and excellence that South Africa is capable of offering. It was not just a flight — it was a welcoming, comforting experience, and one that meant more to me than words can express.

Please extend my sincere appreciation to everyone involved. You made a difference in someone’s journey home, and for that, I say thank you from the bottom of my heart.

Warm regards, Cornelia Michau