Horrible Service Received from Taag Angola Airlines

Very Horrible Service Received from Taag Airlines, please see my initial email complaint and all messages were ignored, reports given were untruthful and no compensation were given only a brief apology for the mistreatment we received from vindictive staff on the airport, they are covering up the actual event and humiliation caused by their which also caused us severe financial loss and damages.

Good Day I trust this email finds you well. I have made numerous attempts to get in touch and / or log a complaint both online and via live chat on Taag websites, with absolutely no responses or feedback received whatsoever. This following a very unpleasant incident that occurred at the Cape Town International airport on Wednesday 26th of April 2023 whilst using Taag airlines for the very first time traveling from Cape Town – Luanda – Lisbon return. Kindly note the following trail of events on Wednesday 26 April 2023: • My husband and I were at the airport very early and checked in our bags; • We went for a coffee at Spur and my husband got caught up in a business call, when he hung up the phone, the supervisor at the boarding gate phoned us to ask if we were at the airport and said that we need to rush as it was close to boarding closing time; • We ran like crazy and had a few delays with busy lines at the passport control and other channels, however asking customers if we can pass them we made it just in time at the boarding gate, not early perhaps as we could have been, however with the long lines and realising that our boarding gate is very far off, being on time we felt a relief at that stage as we ran like crazy to the gate approaching the Taag staff at the boarding gate; • When we arrived at the boarding gate, the supervisor by the name of Vuvo said to us that we are late and that she will not allow us onto the plane. We begged her and she refused to even listen to us. I asked to speak to someone that could help us and she very rudely and arrogantly said that she is the only one to speak to and she makes the rules - At that time, the stairs and walkway leading to the plane were still attached and we could see the last people boarding the plane, we were devastated and felt so helpless by the hands of this women who very purely acting out of spite. We could see the plane, people were still getting on the plane and she just refused us, even though we were not late, a reasonable person would have at least tried to assist us, but this lady was so rude and arrogant towards us and we could see that she would not even try and assist us – Taag customers. • Within the same time that she refused us onto the plane, someone phoned her ( either the captain or whoever from the plane ) we stood next to her whilst she said to the person on the phone that “they are late… “they are late “ , it was obvious that she intended to give the person the indication as if we were still late and not there, we begged and shouted to her “ tell him we are here., we are here and we are standing right in front of the bridge leading into the plane, of which she was refusing us entry. We begged her to tell the person on the phone, which seemed like enquiring on if the passengers were there yet. She kept on telling him “ they are late “ whilst if she would have said, “they are here” we might have been on that plane. • She had the option of assisting us by telling the truth and saying that we were there Infront of her and ready to board, however she acted in spite and gave the person the incorrect information and indication that we were still not there, as if we were still late. We were standing right Infront of her watching as she enjoyed this moment of power. • Having to beg to this specific lady ( Supervisor: Vuvo ) in the presence of the other staff standing there, was truly an embarrassing moment she made us feel victimized and overpowered by here act of spite and misuse of power. • Whilst we were trying to speak to her, she ignored us and had a smirk on her face, we were sitting there powerless and watching as the walkway and the stairs was eventually taken away and the plane left – taking into account the timeframe, it could have taken us less than 20 seconds to board the flight if this employee of Taag had any sense of empathy, sympathy or kindness in her – I cannot state enough that this was a true act of spite. The utter rudeness we received from your employee has left such a bad taste in our mouths. • When we left, the supervisor and her staff were laughing at us and once again when we passed them leaving the boarding gates, they were laughing as if we were one big joke. • We had a return flight booked from Cape Town – Luanda – Lisbon and return from Lisbon – Luanda – Cape Town – due to this incident we were classified as a “ no show “ which does not even make sense as we were on the airport and we were at the boarding gate on the exact time – my husband even showed the supervisor Vivo on his watch that we were on the exact time – this was also confirmed by Taag Employee Veranda which confirmed that she have watched the video footage showing that we were on time and confirmed that the ladies were laughing at us. We have had contact with Veranda, Bernadette and Taag office employees but we need this issue resolved Now as a matter of urgency as we are truly shocked and disappointed in the way we have been treated without any mercy, understanding or professionalism from Vivo. Our whole planned holiday was ruined and we were / are very unsatisfied with the service received with our very first time travelling with Taag – a memory that will not disappear to quick and a word of mouth that might not be very positive if not addressed accordingly. • We had to rebook our return flights for the following day in full price, we had accommodation and transport ( hired car ) booked in Lisbon just to mention a few things, which we obviously lost due to this lady’s misuse of power. • On the airport following this “ no show “ incident we went to the Taag offices, which noted the whole incident on our flight number on your system, until now, not even one single person from Taag has contacted us or enquired on our complaint and dissatisfaction. • We have made contact with your employee Verona and Bernadette which promised to investigate and get back to us, however we have now made numerous follow ups and not getting any joy or service from your Company. • We have also been advised that even if we would have been 20 minutes later than the time that we were at the boarding gates, they could have still assisted us – obviously a good employee would make the effort to assist a airline client, in this case, it was not important to her and she did not act in care or kindness. I urgently need a reference number on this complaint and urgent feedback regarding this matter, We have lost a lot of money, time and booked activities due to this matter , we have been humiliated by your Taag employees and treated with the utmost disrespect - we need to have this resolved as soon as possible and feedback regarding an investigation and disciplinary on the staff involved. We would also want the footage to be checked to confirm this event and my points and facts above.