Scores reflect the Overall AI Score for each category
Based on recent customer reviews, SAA is described by travellers as an airline where low fares are undermined by severe service breakdowns. Customers consistently report unpaid or delayed refunds, punishing name change and rebooking penalties, mishandled luggage and repeated multi hour delays. A small number of named staff members earn genuine praise, but a recurring theme is the difficulty of reaching anyone able to resolve a problem.
Top Strengths:
- •Customer Service & Travel Expertise: Customer Service & Travel Expertise (1.3) is the least weak theme, lifted by named individuals such as Ntombi Mtetwa, Thulisile, Sharon Mkhatshwa and Annelize Jacobs who are praised for patience and getting passengers boarded, though check in desk attitude dominates elsewhere.
TrustIndex
1.9
NPS Score
-85
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About SAA
What do customers say about SAA?
Based on recent customer reviews, SAA is described by travellers as an airline where low fares are undermined by severe service breakdowns. Customers consistently report unpaid or delayed refunds, punishing name change and rebooking penalties, mishandled luggage and repeated multi hour delays. A small number of named staff members earn genuine praise, but a recurring theme is the difficulty of reaching anyone able to resolve a problem.
What is SAA's biggest strength?
SAA's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. Customer Service & Travel Expertise (1.3) is the least weak theme, lifted by named individuals such as Ntombi Mtetwa, Thulisile, Sharon Mkhatshwa and Annelize Jacobs who are praised for patience and getting passengers boarded, though check in desk attitude dominates elsewhere.
What are the most common complaints about SAA?
The most common complaint about SAA, based on Hellopeter's AI analysis of recent customer reviews, is Booking, Changes & Cancellations. Booking, Changes & Cancellations (1.0) draws heavy criticism for single letter surname corrections requiring fare upgrades or new tickets, confirmed bookings reversed by SAA, automatic cancellation of return legs and change penalties that rival a fresh ticket price.
Is SAA trustworthy?
SAA has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 105 reviews in the last 12 months. Hellopeter has tracked SAA across 1,935 total reviews. How is the TrustIndex calculated? →
Recent reviews (105)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Don't book SAA through Booking.com
I have been using ***for years! Recently I had to book some flights and SAA had good deals on the platform so I booked flexible tickets as I knew I might have to change the dates. I have been back and forth with SAA and Booking.com for almost 2 weeks now, unable to change the ticket. After being sent pillar to post, and requesting the change 3 x times through booking.com, being promised someone will call to change it (as for some reason you can't just do it through the app), I AM FED UP! I want my money back in FULL and I will re-book with another company.
1 reviews | Active since Jan 2020
Don't book SAA through Booking.com
I have been using ***for years! Recently I had to book some flights and SAA had good deals on the platform so I booked flexible tickets as I knew I might have to change the dates. I have been back and forth with SAA and Booking.com for almost 2 weeks now, unable to change the ticket. After being sent pillar to post, and requesting the change 3 x times through booking.com, being promised someone will call to change it (as for some reason you can't just do it through the app), I AM FED UP! I want my money back in FULL and I will re-book with another company.
1 reviews | Active since Feb 2017
The worst customer service of any airline
How sad to watch our national carrier be reduced to the shell it once was. I feel so sorry for the competent staff that are left, trying to do what they can with crumbling rot from the top. The customer service is non existent. Getting answers like "we haven't answered your email because there is a two month backlog" is just pathetic. Call centre is the same. Check in staff the same. The only people facing staff that seem to be doing their jobs are the flight crew.
1 reviews | Active since Feb 2017
The worst customer service of any airline
How sad to watch our national carrier be reduced to the shell it once was. I feel so sorry for the competent staff that are left, trying to do what they can with crumbling rot from the top. The customer service is non existent. Getting answers like "we haven't answered your email because there is a two month backlog" is just pathetic. Call centre is the same. Check in staff the same. The only people facing staff that seem to be doing their jobs are the flight crew.
1 reviews | Active since Sept 2023
Delayed flight causing inconvenience
Honestly, it is not fair for us to have our flight delayed for OVER 5 HOURS with no proper communication. We all have plans, work, and connections to catch. A 5+ hour delay is unacceptable, especially without any updates, refreshments or apology. Very poor service and no respect for passengers' time. Will not be flying with you again unless this is addressed properly.
1 reviews | Active since Sept 2023
Delayed flight causing inconvenience
Honestly, it is not fair for us to have our flight delayed for OVER 5 HOURS with no proper communication. We all have plans, work, and connections to catch. A 5+ hour delay is unacceptable, especially without any updates, refreshments or apology. Very poor service and no respect for passengers' time. Will not be flying with you again unless this is addressed properly.
1 reviews | Active since Feb 2025
I am so dissapointed in the service we received from the check in desk at King Shaka airport, we ...
I am so dissapointed in the service we received from the check in desk at King Shaka airport, we were asked to remove our bag wrap just to remove two small AAA batteries, as the attendant advised it was not allowed in our checked in bag, we flew from Or Tambo with SAA without a problem. We had to re-wrap our bag which cost us extra cash. What time of service is this, she was unfriendly and not the standard that I would expect from our national carrier. She had no name tag on, but she was at the last check in at the platinum check in.
1 reviews | Active since Feb 2025
I am so dissapointed in the service we received from the check in desk at King Shaka airport, we ...
I am so dissapointed in the service we received from the check in desk at King Shaka airport, we were asked to remove our bag wrap just to remove two small AAA batteries, as the attendant advised it was not allowed in our checked in bag, we flew from Or Tambo with SAA without a problem. We had to re-wrap our bag which cost us extra cash. What time of service is this, she was unfriendly and not the standard that I would expect from our national carrier. She had no name tag on, but she was at the last check in at the platinum check in.
1 reviews | Active since Apr 2022
Terrible Refund process
The SAA refund process has to be the most horrible, time consuming, frustrating and emotionally draining process ever. There's no way you can wait 3 plus months to be processed. Worst call centres agents taking you from pillar to post and promising you nothing but lies.
1 reviews | Active since Apr 2022
Terrible Refund process
The SAA refund process has to be the most horrible, time consuming, frustrating and emotionally draining process ever. There's no way you can wait 3 plus months to be processed. Worst call centres agents taking you from pillar to post and promising you nothing but lies.
1 reviews | Active since Feb 2020
SA AIRWAYS REFUND
I bought my tickets on 11 January I paid R 18614. Booking reference ***. It is for 4 adults 1 child and 1 infant. Due to personal issues. I am not able to travel. Their rules stinks. How is it possible in the economical climate to refuse a refund. I am very disappointed in the Airways. Pieter Voges
1 reviews | Active since Feb 2020
SA AIRWAYS REFUND
I bought my tickets on 11 January I paid R 18614. Booking reference ***. It is for 4 adults 1 child and 1 infant. Due to personal issues. I am not able to travel. Their rules stinks. How is it possible in the economical climate to refuse a refund. I am very disappointed in the Airways. Pieter Voges
1 reviews | Active since Oct 2013
TICKET REFUND ISSUED WITHOUT MY APPROVAL
Dear SAA Trade Support Team, I am writing to raise a formal complaint regarding the refund of my SAA ticket. I recently became aware that my ticket was refunded to the travel agency without my knowledge, consent, or authorisation. I did not request or approve the cancellation or refund of my ticket. Please investigate this matter urgently and provide me with a clear explanation of: Who requested or authorised the refund. The date and reason the refund was processed. Why the refund was paid to the travel agency without my authorisation. Whether my original ticket can be reinstated or reissued, as I did not request its cancellation and want to use it earliest this week and latest next week for my vacation. This situation has caused significant inconvenience, and I would appreciate an urgent resolution. Please also provide me with any documentation or records relating to the cancellation and refund. My booking details are as follows: Booking reference: **** Travel date: ****January 2026 Travel agency: Booking.com Your refunds department hasn’t rep**** to my email all I received was a case number 000*****. I look forward to your prompt response and a satisfactory resolution. Kind regards, Refilwe Nhlapo
1 reviews | Active since Oct 2013
TICKET REFUND ISSUED WITHOUT MY APPROVAL
Dear SAA Trade Support Team, I am writing to raise a formal complaint regarding the refund of my SAA ticket. I recently became aware that my ticket was refunded to the travel agency without my knowledge, consent, or authorisation. I did not request or approve the cancellation or refund of my ticket. Please investigate this matter urgently and provide me with a clear explanation of: Who requested or authorised the refund. The date and reason the refund was processed. Why the refund was paid to the travel agency without my authorisation. Whether my original ticket can be reinstated or reissued, as I did not request its cancellation and want to use it earliest this week and latest next week for my vacation. This situation has caused significant inconvenience, and I would appreciate an urgent resolution. Please also provide me with any documentation or records relating to the cancellation and refund. My booking details are as follows: Booking reference: **** Travel date: ****January 2026 Travel agency: Booking.com Your refunds department hasn’t rep**** to my email all I received was a case number 000*****. I look forward to your prompt response and a satisfactory resolution. Kind regards, Refilwe Nhlapo
1 reviews | Active since Apr 2024
Refund
I was scheduled to fly with the airline on the 21st May, I lost a family member before the date. I cancelled the flight on the 19th, was told it takes 60 to 90ndays to process the refund. When I followed up with them today I am told that I need to submit a certified copy of the death certificate, something that was not communicated to me when I processed the refund. Their service is pathetic and disgusting. Their employees have a stinking attitude over the phone that's if they answer the phone
1 reviews | Active since Apr 2024
Refund
I was scheduled to fly with the airline on the 21st May, I lost a family member before the date. I cancelled the flight on the 19th, was told it takes 60 to 90ndays to process the refund. When I followed up with them today I am told that I need to submit a certified copy of the death certificate, something that was not communicated to me when I processed the refund. Their service is pathetic and disgusting. Their employees have a stinking attitude over the phone that's if they answer the phone