Unreliable. Unfair. Utter Disappointment

Item: SAA
Rating: 1

My father and I were travelling from Pietermaritzburg to Johannesburg at 13:20. We arrive at the airport at 12:45 to be told that the flight has not left JHB and we will be notified once it has, however, the flight has been delayed. We notified the SA Airlink representative that we have a connecting flight to Kenya at 17:15. We were assured that if we make it with enough time, an SA Airlink representative will be able to escort and rush us to our next flight. If not, we would be bumped onto the next flight (following morning) at 10:10. They would also pay for us to stay in a hotel. This made us comfortable and we were at ease with the situation. We departed PMB at 15:40 and landed in JHB at 16:45 (we were further delayed because of a storm- which is understandable). There was no chance we would catch our flight to Nairobi. The SA Airlink representative called her supervisor who said, and I quote "This is not our problem, they must pay for a new ticket". No sorry, no helpful solutions, no accommodation, nothing! We were told one thing in PMB to be told something completely different an hour later! At this point, we have no place to go, no hotel to check in to. This all resulted in my father paying for an upgrade for us to fly at 1:55. An extra R13.716!!! SAA did not take responsibility for anything. They did not pay for the ticket change or for the accommodation they had promised in PMB. Surely, a big corporation such as SAA, the national airline of SA has a customer service strategy and a budget to cater for those who have been affected by their lack of efficiency. I understand that there are technical problems that occur and nature can cause a hinderance. However, the lack of customer service is appalling! You pay good money for their services to receive nothing but laziness and an attitude. Utterly disappointed. Do not take this airline unless you have money and time to waste!

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