NEVER FLY WITH SOUTH AFRICAN AIRWAYS

If I could, I would have given SAA ZERO stars. My friend recently had a return flight from Johannesburg to Cape Town. She checked-in online and was slightly confused with what she had to do next.

Boarding time was 17:45 and she arrived 17:41. Andrew at the counter then told her check-in closed at 17:35, so he can't help her. When she tried to explain that she already checked in and just needed to board, he shunted her away and told her to go to Kulula or FlySafair to book another flight. Instead of listening to her, he just shunted her away. And they did not even offer her a complimentary ticket or put her on a standby flight!

When I got to her, she was at Kulula trying to get another flight. I asked her why she is even doing that? It was 17:45 and her flight only leaves 18:15. Why could they not put her on a standby flight?

I then spoke to the Team Leader - Kingsley - and another lady Ntombi who tried booking her another flight but said she needed to pay a R1200 cancellation fee as she was a no show. How the heck was she a no show when she was there and Andrew refused to help her? I asked them to acknowledge Andrews lack of service and unwillingness to help the customers and they said there was nothing they could do.

This could all have been avoided if Andrew just read her boarding pass and directed her to board. Even if she had to leave her bag behind, I would have couriered it to her myself if they at least helped her correctly and did not just shunt her away and tell her to try Kulula or Flysafair at 17:45 when HER FLIGHT ONLY LEFT AT 18:15.

Absolutely no one was willing to assist and just refused to accept the fact that Andrew was lazy and negligent.