Lack of communication and disrespectful staff members

My recent experience with South African Airways was unfortunately very disappointing, mainly due to poor communication and unprofessional conduct by some staff members. My flight scheduled to depart on Monday 11 January 2026, 13:00 from King Shaka International Airport, was delayed due to a technical issue. While I fully understand and appreciate the importance of prioritising passenger safety, the way the delay and eventual cancellation were handled was unacceptable. There was a complete lack of communication at King Shaka. Passengers were not informed that the flight had been cancelled, nor were we advised that we needed to rebook alternative flights. We were left confused and unattended for an extended period. We were issued with only a single R70 food voucher, which was insufficient given the length of the delay and inconvenience. I was particularly disappointed by the conduct of the team leader on duty at King Shaka. When I politely asked for directions to a medical clinic or doctor within or near the airport, I was met with a rude and defensive response. She stated that “SAA will not pay for your medical needs,” even though I never asked for SAA to cover any medical costs. I simply needed directions and was willing to pay for my own medical care. Her response was unnecessary and unprofessional. Upon arrival at OR Tambo International Airport, I experienced a much better level of service. The SAA supervisor there was friendly, professional, and apologetic, and she arranged a one-night stay at Birchwood Hotel, which I appreciated. Unfortunately, this did not fully make up for the inconvenience already caused. Due to the delays and poor handling at King Shaka, I was unable to return home as planned, could not report to work the following day, and missed planned travel to Mahikeng that evening. This experience could have been significantly improved with clear communication, visible staff support, and respectful engagement with passengers. I hope South African Airways takes this feedback seriously and improves how delays and cancellations are managed in the future