SAA Ticket Debacle - Case Number: ***0

Item: SAA
Rating: 1
Author: Omar A

A friend travelling from India received very bad service from SAA and when we complained we were duly given a case number (as stated above) and a promise that someone would be in contact soon. This response was received on 2016/10/20. We sent a follow up mail on 2016/11/16 and to date we have not yet received a response. This is absolutely unprofessional behaviour and my friend has been advising all travellers he knows not to use SAA.... I hope this complaint elicits some kind of response from SAA. Our correspondance to date as follows: Good day, The below mentioned correspondence refers. I would hereby like to enquire about the progress of the investigation regarding my complaint and also to determine if it was resolved. It would appear as if my initial sentiments about your organisation not interested in customer satisfaction etc. rings true. It has been almost a month since the last correspondence from yourselves regarding my complaint. Ms Judith Toorn didn’t even see the need to contact me. Your urgent response in this regard will be highly appreciated. Regards, Vipul Kamboj Senior Consultant Management Consulting KPMG +27 ********* From: System User ********** Sent: 20 October 2016 02:06 PM To: Kamboj, Vipul Subject: South African Airways ref:_00Dw0loUW._500w01OMXba:ref Date: 2016/10/20 Case Reference Number: ********** 58360 Dear Valued Customer, Thank you for contacting SAA Customer Support. Your inquiry has now been assigned to Judith Toorn. Case Number: ********** 0 Subject: Complaint - SAA ticket debacle Description: Good day, Please be advised that I am typing this email using only my middle finger. I booked a ticket on Thursday, 13 October 2016 for a flight from George to Johannesburg on 16 October 2016. As a result of me not having my credit card with me at the time, I used a friends credit card to pay for the ticket for the following flight: * Operator - Mango * Departing George (GRJ) - 16 October 2016, 14:20 * Arriving Johannesburg(OR Tambo)(JNB) - 16 October 2016, 16:00 * Aircraft - 738 As soon as I completed the transaction, I received a confirmation of booking email from yourselves and I assumed that all was in order. As a result of me travelling for the next 2 days I didn't read the finer details of the email. I should also state that I purchased a ticket to George from Johannesburg at the same time on a rival airline and I received similar correspondence from them when doing that booking. Assuming that everything was in order, I printed the correspondence as proof of the booking, knowing that I would use it at the airport to obtain my boarding pass. On Friday, I got to OR Tambo International, proceeded to the check in at the other airline and was processed without any issues. I suppose it was naïve of me to assume that all will be well with my return flight on Sunday. I should state that from the time I received my confirmation of booking on Thursday, until I got to the George airport on Sunday at 12;00pm, I received no further correspondence from yourselves. When I got to the check in counter at the airport, I was informed that my booking was cancelled, apparently for non-payment. When I produced the confirmation of booking, I was told that it was not a confirmation that my seat was booked. I asked why I didn't receive any correspondence indicating that there was an issue, and received three different responses as follows: * There would definitely have been an email sent to you, because that is how it works. * I'm sure that they sent you an SMS to inform you. * It is your responsibility to ensure that your booking was successful. As I previously stated, my naivety obviously contributed to this but surely as a service provider, you should do more to keep your customers abreast of developments. Also, your staff at the airport appeared clueless and ill-equipped to deal with the issue at hand. This mishap cost me an extra R2000.00 in flight costs as well as other inconveniences and I feel that it was handled totally unprofessionally. Moreover, I was lucky to have a few friends seeing me off at the airport because, as a result of this, I had to purchase a new ticket, from a different airline which cost me over R3,400.00. If I didn't have anyone there with me, I would not have been able to get to my job on Monday morning, which would have led to other complications. I was always told that SAA was the carrier of choice in South Africa but that is not the impression I am taking way to India with me. Regards, Vipul Kamboj Senior Consultant Management Consulting KPMG +27 ********* ref:_00Dw0loUW._500w01OMXba:ref

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