Disrespectful staff and lack of communication

Dear South African Airways Customer Care Team, I am writing to formally lodge a complaint regarding my recent travel experience with South African Airways, which was deeply disappointing due to poor communication and unprofessional conduct by some of your staff. My flight, scheduled to depart at 13:00 from King Shaka International Airport, was delayed due to a technical issue. I appreciate and fully support SAA’s commitment to passenger safety. However, the manner in which the delay and eventual cancellation were handled at King Shaka was unacceptable. There was a complete lack of communication from SAA staff. No one informed passengers that the flight had been cancelled or that we were required to rebook alternative flights. Passengers were left confused and unattended for an extended period of 4-5 hours. We were issued with a single R70 food voucher, which was insufficient considering the length of the delay and inconvenience caused.

Additionally, when I approached the team leader on duty at King Shaka to ask for directions to a medical clinic or doctor within or near the airport as I was not feeling well , I met with a rude and defensive response. She stated that “SAA will not pay for your medical needs,” despite the fact that I never requested SAA to cover any medical costs. I went as far as asking for my luggage to check for my medication which they couldn’t even allocate my luggage as everything was up and down. I was willing to pay for my own medical care and merely requested directions. Her attitude was unprofessional and unnecessary.

I just came back from leave and mind you I don’t even stay in Jo burg, I had booked a shuttle that would have dropped me off in North West as that is my final destination. Due to no communication at all my shuttle had long left and I was out of transportation and bear in mind I had to report to work on the 13th of January 2026. How does it reflect on my job this whole situation? No one would care for one’s bread and butter!

Upon arrival at OR Tambo International Airport, I encountered a much more positive experience. The SAA supervisor there was friendly, professional, and apologetic. She arranged a one-night stay at Birchwood Hotel, which I appreciated. However, despite her efforts, the overall situation caused significant inconvenience.

Due to the delay, lack of communication, and disrespectful treatment at King Shaka, I was unable to return home as planned by 14:00 and consequently could not report to work on Tuesday, 13 January. I was also meant to be in Mahikeng that same evening, but the late arrival made it impossible to arrange onward transport. This experience could have been significantly improved with clear communication, visible staff support, and respectful engagement with passengers. I strongly urge South African Airways to do better in training and managing staff communication during delays and cancellations.

I trust that this complaint will be taken seriously and that steps will be taken to prevent similar experiences for future passengers. Yours sincerely, Lebohang