What has happened to SAA's service??

Not too long ago we did a telephonic card payment (which is what we ALWAYS do, with no hassles to date), and payment was confirmed as was the reservation number / flight etc. Our colleague got to the airport early the next morning, to be told he was not on the system nor on the flight, and SAA could not assist further (the representative at the airport hung up on us a few times while we were trying to sort this out). After alot of stress and inconvenience, we finally managed to book a much later flight with Kulula (the epitome of EFFICIENCY in our experience).<br> <br> This morning our colleague had to go to a company in a town that only SAA flies directly to, On 3 separate occasions, we called SAA reservations to confirm that the booking was definite, and were assured that everything was in order and that the passenger needed ONLY his ID to check in. However, once again, on the day of departure, we received frantic early pre-dawn calls from our colleague to say that the SAA check-in representative would not allow him through without the credit card / card number, What is the problem in communication between Reservations and the Airport check-in counter systems?! Shocking service SAA!!