SAA Airlines - very poor experience

Item: SAA
Rating: 1

SAA AIRLINES We have been so very disappointed with recent flights we took on SAA, to Hong Kong and return. Flight: SA 286 Date: 01 April 2017 1) Flight SA 286 was delayed twice, eventually taking off 2.5 hours behind schedule. The first reason given was that the temperature was too hot to take off and the 1 hour delay was needed. Second and Third delay was advised as technical delays - the one based on water supply, the second was not specified - surely these technical issues could have been checked before/during the waiting period for take off ? As a result of the extended 2.5 hour delay we missed our connecting flight to Osaka, Kansai Intl, Japan (SA 7136). We were put on the next available flight, however this delay caused us to arrive in the early hours of the morning and as a result we were not able to utilise public transport to our hotel. We had to call a taxi and pay the additional after hour charges. (Note: Uber is not available in Japan) It also resulted in frantic phone calls on arrival in Hong Kong to advise the hotel of our late arrival in order to avoid a no show cancellation. 2) We selected seats at the exit, seats 62 A & 62 C and we paid a premium to have these seats allocated to us. During the flight - especially at meal service times, the seat that is assigned to the flight attendant (just for take off and landing) was occupied by a passenger. We asked why and were told these are jump seats that SAA make available to employees of SAA’S family members. This was very uncomfortable as we had to stare directly into the passenger during the flight, the jump seat faced directly into our seats. We were told that the jump seats were utilised since the flight was full and since they were family of the pilot it is allowed. I do not see that this should be allowed by SAA, especially since we paid a premium for these seats! 3) My seat was malfunctioning. Everytime I tried to move the seat into the recline position - the seat kept coming forward and would not lock into the recline position. Flight: SA 287 Date: 15 April 2017 The return fight to Johannesburg on SA 287, for seat 62C the entertainment system was faulty. Even after trying a new set of headphones the problem persisted - the movies seemed to be fast forwarding for no reason. The sound was also faulty. Since the flight was full we could not be assigned new seats and had no entertainment on 62C for the full duration of the flight. The overall experience was very disappointing to say the least and has not left a good impression of SAA airlines. The only positive out of the experience was the service provided by the flight attendant (Bongani) on the return flight, who went out of his way to be friendly and accommodating under the circumstances. I have logged this compliant 3 times with SAA through ********** and have not had any feedback , my last *** was provided on 08/05/2017 When I call, the customer service agent by name of Zakhele tells me he will be coming back to me once he has investigated by to date there is no feedback.

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