SAA - Misleading information causes missed flight

Good day,

My name is James Read and I am very disappointed in our national carrier and the way I was treated today. My girlfriend and I missed our international flight from Johannesburg to Sau Paulo due to information provided to us by a SAA employee whilst we were waiting in the Bidvest lounge for our time to board.

On Thursday morning at approximately 08:30 on 06 September 2018 we were checked in for flight SA222 from Johannesburg to Sau Paulo. We made our way through checkin and passport control with ample time to spare and then went to the Bidvest lounge to await our boarding time, which was scheduled for 10:15 as our flight was scheduled to depart at 11:15. Whilst we were waiting in the lounge we were approached by a man whom I believe was a SAA employee dressed in a blue uniform. He was going around the lounge informing travellers who were on the flight to Sau Paulo that the flight was delayed due to security reasons and that he will inform us at 12:00 what the new departure time would be. As passengers who were scheduled to be on this flight, we questioned him on the reason for the delay and he indicated that he did not have any further information but would inform us as soon as he knew more. We then relaxed and awaited his return. At 10:50 we looked at the airport notice board and saw that our flight status was on "last call"! We were dumb struck! My girlfriend immediately jumped up to run to the boarding gate while I gathered our bags and informed another passenger who I realised was on the same flight that the flight status had changed! This passenger and I also rushed to the boarding gate. Upon my girlfriend arriving at the boarding gate (A12) at 10:55 the SAA staff indicated that she could still board but when I arrived with the other traveller at 11:00 they would not allow us to board the flight. The plane was still docked! The SAA staff dismissed our plea's to get on the flight. They nonchalantly indicated that we had missed the flight and that there is nothing that could be done. They started walking away from the boarding gate! They said that we needed to go back through passport control to fetch our bags and call our travel agents. These staff really could not have cared less about our situation.

We made our way back through passport control, eventually found our bags and went to the SAA sales desk at ORT to speak to the consultants there. They were also disinterested and unable to assist. They indicated that we should just call our travel agent. We called our travel agent who has now adjusted our travel itinerary at great personal cost.

The cost to us was: 1. Missing our flight from Johannesburg to Sau Paulo and the connecting flight to Rio de Janeiro. 2. One night stay in the hotel Rio de Janeiro. 3. Changing our itinerary cost us a further R 20,187.00. 4. Stress and anxiety of the ordeal.

I find this whole situation appalling and I would like to know what SAA is going to do rectify this wrongdoing?