SAA offered 100% discount ticket – now demanding 50% in surcharges. Unacceptable treatment of elderly passengers

My elderly parents (78 and 74 years old) had an extremely traumatic experience with South African Airways on flight SA227 from São Paulo to Cape Town in December 2024.

Their flight was delayed by more than 70 hours. They were kept on the aircraft for approximately 7 hours before the flight was cancelled, rerouted via Johannesburg instead of their originally booked direct flight to Cape Town, and ultimately arrived nearly three days late. As a result, they missed spending Christmas with their family. This caused enormous emotional and physical stress, especially given their age.

Following this ordeal, SAA issued a written letter in Brazil offering them a 100% discounted ticket as compensation.

However, when we followed up, SAA first reduced the offer to only 50%. After approximately five months of delays and uncer*****y, they again confirmed the 100% discount.

Now, when my parents are finally able to travel again, SAA is demanding that they pay approximately 50% of the ticket price in “taxes and surcharges.” This completely contradicts the original written offer of a 100% discounted ticket.

In addition, it takes forever to receive any reply from SAA. We have had to follow up repeatedly, wait months for responses, and deal with constant uncer*****y and stress.

This entire experience has caused my parents severe emotional distress. Due to their age, medical circumstances, and the trauma of their previous experience, they no longer feel comfortable travelling again.

SAA’s handling of this matter has been unacceptable. Instead of honouring their written commitment, they are attempting to impose additional charges and delay resolution.

At this point, the only fair and reasonable resolution is for SAA to provide a full refund of the original ticket cost.

We hope SAA will take responsibility and resolve this matter properly.