SAA delays & staff apathy

My wife and I travelled to Switzerland in December & back to SA last week, both trips via SAA. Whilst the flights from Durban to Zurich, via Johannesburg, went without a hitch the return trip was a disaster. SA 0265 from Munich to Johannesburg was delayed by 1 ½ hours which resulted in us missing the 09:55 SA 543 connection to Durban. The pilot made up some time but If we had any chance of making the connecting flight this was derailed by the fact that only 2 of about 12 Passport Control booths were being operated, with the usual inefficiency we have come to expect at OR Tambo. Ironically, twice as many booths were open for international passport holders even though there were less than half the number of travelers there. We were booked on SA 547 scheduled to depart at 15:15 (5 ½ hours later) which was delayed to 16:00, so we spent virtually the whole of our wedding anniversary at OR Tambo instead of at home with family and friends after many hours of travel. Other than the pilots and air crew, who have no control over the situation, apologising profusely the SAA Operations Staff could not care less. The pilot told us that he had been in touch with them and that staff would be in the arrivals hall to assist us with rebooking but, of course, this did not happen. Despite challenging conditions, the air staff was always cheerful and welcomed us with excellent service for which they deserve praise. I expect to be compensated for these delays and inconvenience if SAA’s competitive pricing will ever again entice us to accept all its delays, poor service and apathetic attitude for personal or business travel.