FLY SAA to nowhere... they leave you stranded

On the 15th of April I was meant to take a flight from CPT to JHB at 15H50. However this did not take place as SAA staff made sure this does not take place.

what transpired is that the boarding time would be at 15H20 with gate closing off 15 mins later. we were at the boarding gate at BY (earlier than) 15H35. when we got to the gate the ground staff was busy in conversation (arguing) with the customers before my partner and I. when the two gentlemen gave up trying to convince the lady that we were on time they gave up. I got to the lady at 15:37, this is when she asked for our names so she can offload our luggage as we were late. we advised of the same thing that we were not late but delayed by the passengers before us that were arguing with the ground staffer. sadly we had to give up as it became clear that we were not going to get the flight. mind you, a friend of mine took Flight and they called him to ask where he was for his flight at 15:35 for a 16:00 flight (This is how customer service should be- LEARN!!!)

I had a chat with the supposed Care Team on Twitter but this was late.

we were walked to the booking area where we would possibly book our next flight. together with one of the ladies that was made to miss her flight. she booked her flight for +-R2000, however ours ticket was +-R3900.

I managed to book a flight with my partner on FlySafair (pleasant journey) at a cost.

From the 16th of April I have trying to get assistance from the SAA with no luch as they have frustrated me from all angles. I called initially and spoke to Bheki who has proved to be a customer frustrator. I then requested to escalate the matter to his line manager, I managed to get a name of Portia Tshabalala/Tshabangu who is never available. I engaged with Bheki numerous times till he suddenly became absent- I won't assume. I wrote a complaint on Twitter and involded Derek Hanekom for intervention same day, Portia was available and she called me. she promised me a detailed feedback on the 26 Apr to date I am waiting for it. she is never available to take escalated calls, EVER!!! FYI she has no info on who the Ombud they deal with as well.

I have spoken to Bheki numerous times where he never listened and made conclusions without investigating. he also attached a response that I should go to the airport in CPT to ask for the footage... does not make sense.

I have spoken to Veneshree on the 20th of May who promised to escalate to Portia, who is always absent, and Portia would call me. I am still waiting for the call from Portia where I can get my feedback, however she sent Veneshree to respond on her behalf that I must liaise with the refunds department- no context added as to what I request from this department.

How bad can one be SAA. You recently started taking the air. what is your strategy, is it to recover or make money through causing delays and hoping we book flights with again? It cannot be that you run a business in this way. I for one had thought I would use you going forward but clearly you have lost a traveller. will continue with the airlines that take customer experience seriously.

Please note that I do not plan on giving up on this matter as I am certain that I was on time.

Fly with them at your own peril

you ref *** Looking forward from management.