Poor service in a time of need

<p>Dear South African Airways</p> <p>I have not had the best experience with you guys of late.</p> <p> </p> <p>My Uncle recently passed away and I was booked to travel from Cape Town to Uganda to bury him.</p> <p>My outbound flight was on the 8th of May 2017 on Flight SA 302.</p> <p> </p> <p>The first issue came when our 6a.m flight was delayed by almost an hour and I had a connecting flight from JHB. The Captain assured us that they were aware of the delay.</p> <p> </p> <p>When we arrived in JHB,I notifiedd SAA attendants that I was on a connecting flight, the said if I rushed...I just might make it...</p> <p>Needless to say after much dashing and circumventing many lines and procedures I made it to the boarding gate just as they were closing it. I found that that I had been off-loaded the plane and the window seat that I diligently secured the day before was given to someone else.</p> <p> </p> <p>Thankfully they found another seat. Now at the boarding gate, myself and another gentlemen who was off-loaded enquired if our luggage would be loaded back on and arrive with us. The SAA attendant notified and reassured us that it would.</p> <p> </p> <p>When I arrived at Entebbe airport...our luggage was not there. DEPSITE ENQUIREING.</p> <p>I was informed that I would only get the luggage the next day. However, since I was up-country, 6 hours away for the funeral, I would only get my luggage the following day...2 days after I arrived.</p> <p>I therefore had to incur costs in terms of purchasing clothes and toiletries since the funeral was on the Wednesday.</p> <p> </p> <p>The SAA consult that I spoke to said that I will be able to claim back expenses that I incurred. $75 a day.</p> <p>Furthermore, when I tried to check-in online for my return flight on the Thursday, there were issues with my ticket. My brother in SA called the help desk and the manager himself claimed he didn't know why there was a disconnect between my ticket and itinerary. As an organisation that's unacceptable.</p> <p>Now I'm online trying to fill in a claim form and there are pieces of information that I no longer have that the form asks for...that the SAA attendant didn't notify me that I had to keep. Meaning I will not be able to make a valid claim.</p> <p> </p> <p>In retrospect, it appears that all these issues could have been circumvented if I had used a different carrier.</p> <p> </p> <p>I was cautioned by many people after the recent strikes about using you guys.</p> <p> </p> <p>Can you imagine trying to mourn and organise a funeral and having the added burden of such admin that really shouldn't be there.</p> <p> </p> <p>As a loyal customer I have to voice how disappointed I am. Instead of helping me get to my destination, you added a lot more stress, worry and inconvenience.</p> <p> </p> <p>And I thought the customer was always out first.</p> <p> </p> <p>Regards<br />Peter <br />SAA ref number: W4WDU6</p>