COMPLAINT

To: Customer Relations – South African Airways / O.R. Tambo International Airport

Dear Sir/Madam,

I am requesting that my complaint be formally investigated and escalated due to the severity of the incident I experienced while boarding a South African Airways flight scheduled to depart at 16:50 from O.R. Tambo International Airport.

- The flight was delayed due to crew members arriving late. - Boarding was further delayed when the bus transporting passengers to the aircraft had to stop because of severe weather (thunder and hail). - While waiting inside the stationary bus, the doors remained closed, and the temperature became extremely uncomfortable. I attempted to get the driver’s attention to request that the air-conditioning be turned up. Because of the partition window between passengers and the driver, I raised my voice and used hand signals. - At this point, a male passenger (approximately 60 years old, dressed in a suit and tie) began verbally abusing me. He swore at me which i dont want to repeat and continue swearing and very aggressive.

His behavior was aggressive, humiliating, and I believe racially motivated. - I did not use offensive language toward him; I only pointed a finger and asked him to calm down. - The flight was further delayed due to a second engine failure caused by hail, which fortunately was resolved before departure.

This incident left me feeling unsafe and disrespected. I am requesting: 1. A formal investigation into the conduct of this passenger. 2. Assurance that SAA and ACSA have measures in place to protect passengers from verbal abuse and **************. 3. A review of operational procedures to ensure passenger comfort and safety during weather-related delays. 4. A written response outlining what actions will be taken to prevent similar incidents in the future.

I expect this matter to be treated with urgency and seriousness.

I expect the gentlemen to be brought to justice.

Sincerely,

Riaan Groenewald Flight Number: SA 359 Date: 30 January 2026 Reservation Nr: 8Q2REO