Very bad customer service from staff

Flight: durban to johburg:SA576 , Ref:QNRBJX Johburg to durban:SA547 , Ref: MLLBIC I would like to bring to your attention a particular incident that happened on my return flight to durban from Johburg, I was seated in an emergency row, window seat, and asked for a flight extendor. The airhostess, stated that she could not offer me one, as it is an emergency row, and went to go consult with her senior regarding an aletrnative. The senior aattendant then came to me saying that she had been made aware i have a query. I then explained that i had requested a belt extendor, and was told this couldnt be done, she then went and came back pointing to a seat infront of me. I waited for her to finish assisting another passenger and then asked her to clarify which seat was mine, as there were several aisle seats in business, She then pointed me to the seat immediaetly behind business, as which point the owner of the seat, had occupied it. she then pointed at another seat. i stated to her that could she not offer me a seat in business, as economy was full and only had aisle or middle seats available. To which she rep**** she couldnt as it was a different section. i then indicated i selected te emergency seat and paid extra online, as its considered a premium seat, and has more leg room. She was now moving me to a normal economy seat, with no leg room, and also not a window seat. These are all factors i took into consideration, when booking my seat, as i am a large lady, and wanted to sit comfortably. and what she was doing was essentially downgrading me, and also applying a form of ************** due to my size. she then stated that they had no proof of my extra payment and that if i want an upgrade i should have purchased one on ground, and stated that she was not discriminating against me based on my weight, as even mothers with babies cannot sit there, she then also proceeded to state that she is concrned about the safety of the passengers, and if i was not happy with my new seat, i could disembark, and sort the issue out with the ground staff. Failing which i should take the seat, and my issue would be addressed on arrival. This all took palce in the aisle in full view of other passengers. I found this very rude, and take serious offence tobeing told to disembark. I also do not understand how a person could fail to realise how i feel discriminated against, because i was being asked to change seats, because i need a seat extendor.

After the flight i was fowarded to the ticket sales department, who offered a form and advised me to rather email as faxes, are not always received. I asked whether there was anything else they could do, and they said it was not within their mandate. I highlighted how this also is very disheartening as i was made to wait for all passengers to disembark, then escorted to their office, only to be offered an email address, i have access to online,

This incident was unfortunaetly following my friday flight to johburh from durban where we experienced a 5 hour delay of our flight, with no communication from ground staff, just delayed emails of postponement of departure, while other airlines even offered their customers meal vouchers. Bidvest lounge, even asked us to leave the lounge as theyy were closing (we had to leave our food and drinks), and told us to go to saa lounge as they are the ones who delayed, it had nothing to do with them. when we approached saa lounge, they told us the lunge has nothing to do with delays, they only cater for qualifying clients.They did not atleast even offer to find out what the delay was, and the next propsed departure time. we were left with noo option but to wait by the gate as resturants and shops were now closed.

This is really bad customer service, and even if their are regulations regarding something, you do not talk to a customer in the manner these staff adressed, me and other customers. I particualrly take offence with being told , i can disembark if im not happy, and the blatant rudeness, and belittling infronnt of other passengers.

i trust you will revert back to me with regards to this

Sincerely Dr ZM Bikitsha CEO/Medical Manger Turton Community Health Centre