Disgusting Service

Item: SAA
Rating: 1

SAA assigned a case to JUDITH TOORN who refuses to take calls, refuses to call back and refuses to pretty much work on the case : ********** 3 I spoke to her on Friday and was told she will have feedback on Monday still nothing! 1 MONTH LATER and SAA are beyond useless On Friday the 5th of August myself and 2 other passengers had a flight booked from Johannesburg to Port Elizabeth on the 17:50 flight. This was a trip to go do work down that side on that night… not just a casual holiday! We checked in online as we always do, we had no bags to check in either. Traffic on the highway delayed us by getting to the airport, but we made it on time, let me be very clear that we were on time! We passed airport security and go tot the gate E10 at OR TAMBO at +- 17:33 it was before 17:35. When we got there we were told we are too late, when trying to find out why there was no last boarding call, or anything of the sorts seeing as we had passed airport security so it shows that we were there, we got a Rude response from the lady at the desk saying “TOO BAD”. We showed her the time and insisted she try make a plan as we were not later then 15 min before the flight - it may have been a couple of minutes but still. We were then told to go to the SAA ticketing office. Off we went with no hope in sight. At the Ticketing office we tried to explain the story to one of the managers wearing the red jackets, with disgust we were met with more Rude responses. Is this how your staff get trained? Telling us there is no way as the airports run on ZULU time, as if the world know *** that mean, luckily we have a good general knowledge…. We even insisted go check what time we passed security… then please explain how we made it back out security and to her desk in 3 minutes… because at that time it was 17:38 Running around the airport like headless chicken trying to get on any flight possible we were exhausting all options. We thought we would try the SAA desk 1 more time, Finally we were met with someone doing their job properly and trying to help 3 desperate guys out. She said she cant just put us on the flight but if people dont make the cut off time for check in and there are seats she can help us. Waiting patiently we were passed on to another man who was outstanding and helped us to the fullest possible way, and yay we were on the last flight to PE, but this came at a cost… R2000 each? Really SAA, a flight that was originally R1656 now cost us R2000 each extra because of YOUR STAFF. We paid the money as we had no choice but this is outrageous!! Relieved in a way that we are on the flight, upset that all this effort of getting to a gig down in PE is kinda pointless as the money we were making went to an unnecessary expense. As mentioned earlier… we had no check in bags… I had a wheely bag that fits into your baggage measuring block got told at the airplane door i cannot bring this on board, why i asked… its too big, lifting the bag she says its too heavy… i say i know tis not as i weighed it at home being 6.8kg… i travel all the time i know what i can take on… and even then i said no problem if its in the hold…. Locked my bag and off it went. We finally land in PE, now the rush, to get my bag, car rental and drive 130km to Grahamstown to just make our show. At the car rental place i take a look at my bag and notice, my Zip levers and lock are gone…. Rage built up inside me as they have broken into my bag… worrying what may have been taken. I also thought to myself,… is this a **** by SAA staff in conjunction with airport staff? “your bag doesn't fit” your bag is too heavy” i can tell with my magical built in arm scale…. so you give in , put your bag to the hold and they ***** your stuff? While im no fool and dont put valuable items in my bag in case of issues like this, i was horrified to see that all my stuff was ruffled through, toiletry bag opened and scattered in my bag, and to notice a pair of jeans was missing. Are there no cameras preventing these things from happening? Or do you just turn a blind eye? I did report the incident and got a reference number which i can send through if needed. But this is the worst experience i have had on any airline in this country! why are you winning awards if this is the level of service you give your customers? I fly on average 70 flights a year and have been for the past 5 years…. I am disgusted in your service, the fact i am out R2000 and the fact a pair of jeans retailing at over R1500 were ******… I would like some senior staff to contact me regarding this matter. I am sure i can find many people who have issues like this. Regards

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