THE WORST EXPIRIENCE

Item: SAA
Rating: 1

Dear Fly Express My partner was meant to be leaving Kimberley to Johannesburg yesterday (10/07/2017) at 15:20. Upon arrival at the airport, the flight had been delayed to 17:15. Bearing in mind that he has a connection flight to Dubai at 19:10(OR Tambo). We approached the customer care agent at the airport counter to find out what was going on and how we can be assisted. Pleaded our case, even offered to drive to Bloem (only to be told that Bloemfontein flights would also be delayed. The woman at customer care informed us that the checkin agent would be able to print a boarding pass for the Emirates Flight so that this would alleviate the pressure upon arrival at OR Tambo. When we got to the check-in counter, the said she cannot print the ticket (“You know sometimes the system works, sometimes it doesn’t,” she murmurs). They changed the time to 17:35 on the boards and none of the staff could explain why the times keep changing. Also as per your website, the staff are meant to communicate the change and give explanations but none of this happened. In fact they got overwhelmed and left the counters unmanned for a good 20 minutes. Then a gentleman came to update that the flight would leave at 18:00. The lady at checkin again redirected us to customer care lady to book his Accomodatipn for the evening. When we got to the counter the lady said they wouldn't rebook nor offer compensation because my partner is using Emirates to fly to Dubai. SO WHO IS FOOLING WHO We then heard that the delay was due to rotation which in my knowledge rotation is a company error for not setting the schedule of flights accurately, or there was a problem on one of the aircrafts hence it needed to replaced possibly with a flight that already had a planned route hence the delay. Prior to boarding, he was then told that in Jo'burg a car would be waiting for him to whisk him away to the international terminal and that the airlines had been informed about the delay. When he got there(OR Tambo) he was told there is no car and that he should take a bus to the terminal like everyone else. Lack of communication, incompetence and just the lack luster attitude of SAA representatives was just appalling. Ripple effect, he Missed the 19:10 Emirates flight to Dubai and then had to wait another 3 hours for the next flight. SO NONE OF THE AIRLINES PROMISES WERE FULFILED, WHAT MUST HAPPEN NOW??? Passenger details Akhumzi Justice Lugalo +971 56 ********** **********

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