Unprofessional and Unacceptable

Item: SAA
Rating: 1
Author: Wendell I

This complaint is to express my dissatisfaction and disappointment with the poor service received from SAA over the past few months. I have travelled with SAA in the past, and since my new position effective from 01 April 2016 I am required to travel nationally on a weekly basis . Not once in my experience with SAA was there a Friday afternoon/evening flight from JHB to Cape Town that was on time. On 20/05/2016 I was booked on the 15h35 flight from Durban to Cape Town. Whilst in the Bidvest lounge one of the attendees informed me that the flight was cancelled. I was advised to return to the check-in counter. From the check-in counter I was referred to the SAA information desk. Not once at the check-in counter or SAA information desk were my colleague and I provided with an explanation as to why the flight was cancelled. In fact, upon enquiry, the consultant's response was, "I don't know, I was just grabbed on my way here to come and assist." Neither was an apology extended. We were provided with slips and sent to the BA check-in counter where we had to endure the inconvenience of standing in long queues. We were rebooked on the 18h00 BA flight, just to be informed before 6pm that this flight was delayed by more than an hour. We sat on the airport for more than 6 hours! I sympathise with SAA passengers who do not have access to the premier lounges, which made the more than 6hours of waiting more bearable. We eventually left durban after 19:20 and I arrived at my home well after 22:00. As a medical doctor this could have compromised my job and cost me a lot of money had I booked patients based on the expected time of arrival in Cape Town. I lodged an online complaint soon after this unpleasant experience and received the following response: Date: 2016/05/24 Case Reference Number: ********** 06805 Dear Valued Customer, South African Airways appreciates you taking the time to share your experience with us. Your inquiry will be assigned to a Customer Service Agent, a substantive response will be shared with you within 10 working days. Warm regards, SAA Customer Service ref:_00Dw0loUW._500w01D6KYW:ref Date: 2016/05/26 Case Reference Number: ********** 06805 Dear Valued Customer, Thank you for contacting SAA Customer Support. Your inquiry has now been assigned to Philile Gama. Case Number: ********** 5 It has been almost a month since this response, with no feedback from SAA. On 06 June 2016 I was booked on the 12pm flight from Durban to East London. Round about 10am I received a call from SAA informing me that my flight was cancelled and that the next flight would only be after 5pm. I had no other choice but to drive from Durban to East London. Once again no explanation or apology was provided. This kind of service goes against the commitment and values of SAA (to provide uncompromising service offerings to our valued customers that will be personalised, consistent, efficient and professional. Provide a prompt, professional service that meets your expectations). I am not looking forward to flying with SAA in future and would not recommend their service to anybody.

Helpful (0)

Replies (0)