Urgent complaint regarding delayed resolution for medical emergency

Subject: Urgent Complaint Regarding Delayed Resolution for Medical Emergency

Dear South African Airways Customer Service,

I hope this message finds you well. I am writing to express my frustration regarding the handling of my recent booking with SAA from Johannesburg to Cape Town. Unfortunately, due to a medical emergency, we were unable to travel as planned.

We promptly submitted all necessary documentation, including the doctor’s letter and hospital admission records, to support our case. However, your response indicating that the resolution will take up to 60 days is both concerning and highly inconvenient, especially given the nature of the situation.

This extended waiting period feels unnecessary and burdensome, particularly since we have provided all required medical documentation in a timely manner. I kindly request that this matter be resolved as soon as possible, as the delay is causing unnecessary stress.

I would appreciate it if you could expedite the process and offer a more reasonable timeline for resolution. I trust that SAA will prioritize customer well-being and ensure that this matter is handled with urgency.

Thank you for your understanding and prompt attention to this issue. I look forward to your swift resolution.

Kind regards, Shanil Bhurath Booking Reference Number U5NMLL ***