Flew in from Zürich on 24 /10/2018. Boarded SA405 10..55 for PE. Due to technical problem flight did not take off and we were transferred to a substitute plane. This took some time and on arriving in PE much later, I missed my shuttle to Port Alfred which left PE at 14..00.
To get to Port Alfred I had to hire a car and drive. Cost of this was R1029.12. The shuttle service would have been R250.
I therefore wish to claim the difference of R779.12 from Saa Airways. I have all documentation available.
Please advise urgently
Jacqueline Dorfling
1.0
Good Morning. On 02 November 2018, I was on SA 8469, from Johannesburg to Port Elizabeth. Your airhostess was extremely rude and unhelpful. After I have entered the aircraft, I realized that my small suitcase cannot fit in the overhead compartment, the height was a problem. I asked her what to do and she told me to take it to the front. I requested assistance from her in doing so, as my chest was closed up with flue. She told me it is not her job to carry my suitcase around and that she is busy and that she has her own things to do at the back. I carried the suitcase to the front, where it was placed with the other baggage. She was really very arrogant and never in my life, in all my years of flying did I ever experience this type of bad service and attitude from an Airhostess.
Debbie Don-Pierrot
5.0
I am flying SAA on a regular basis for the last 12 years and as a Life platinum client still don’t understand why I am loyal to SAA.No complaints are adressed or responded to because Customer care doesn’t exist at SAA.No menus on flights.Rude airhostesses.Faulty beds and faulty entertainment system on numerous occassions.Inconsistent responses to same questions.Tonight the system couldn’t show my life status therefore no asistance with pasport control.First check in counter didn’t know I needed a transfer visa and I went through until I got onto the plane to be told sorry…..you have to book via Frankfurt.I could have still switched in time if the check in counter were competent enough.But unfortunately I got too late to the ticketing office at 21:00 to rebook my ticket but I can try the next day.No worries. spent my life on checking in and out and appreciate efficiencies as a business class traveller.Is your budget not enough to train your people to deliver the same service on the world class standard like you promote?
Sarina Mather
1.0
On the 21 September 2018 my partner and I flew into Johannesburg airport to catch our flight to Perth. When we arrived at Johannesburg airport to check in we were advised by South African Airlines that our tickets had been cancelled. South African airlines had cancelled our flights as we missed our port Elizabeth to Johannesburg flight as we flew in from Windhoek Namibia into Johannesburg. We emailed South African airlines a week prior letting them know we would be missing it. However the airlines would not allow us to board the flight until we paid re-issue ticket costs. Whilst we were trying to work this out the customer service staff at johannesburg airport were very rude to us and snapping at us every time we asked questions. We were treated very poorly and will never fly with SA Airlines again from this experience.
Ronald Pillay
5.0
To Fly SAA, On a recent to trip to South America 29 of my colleagues myself included flew with your airline. As you can imagine we were very excited to travel together as a group of friends and colleagues. sadly our trip was marked by some bad memories particularly brought upon us by your airline. We booked tickets to and from our destination with your airline. We found the following the moment we set foot on SAA; Cold grey moody stewards, loud threatening instructions, food not up to standard, cleanliness, ambiance all below standards. This was not once off as we experienced the same mood and bad service on our return trip to SA? This should not be the ambassadors and standards that give face to our beautiful country. Kindly attend to these matters as we would love to support our beloved airline. I look forward to your favourable response . Yours sincerely, Ronald Pillay
Gerda
5.0
Queue for Business Class passengers at your boarding gates.
Your staff needs to be trained on how to manage the queue at your boarding gates. All other airlines seem to be able to manage this process, but for some reason SAA just can’t manage this process. (In South Africa only – SAA flights departing from other countries seem to manage it beautifullly)
Last night again on SA367 I witness this process with utter frustration again. There was no banners indicating the priority queue, so people start standing in ALL queues before the gates actually open for boarding. By the time the TV screen show “Priority only on the Left” 90% of economy was already in the queue and nobody looking at the screen.
In other countries the priority queue are either kept clear or someone check that if you’ve actually got business class ticket and there is always some banner or clear indication where business class passengers must go.
By the time we must board, the business class people end up at the back queue, behind economy.
The gentleman before, cleary frustrated by this process made a comment your staff member about this. This SAA staff member said he checks ALL the tickets and everyone was business class in that queue. This was an obvious lie.
When your staff member next scanned my ticket he asked me: “what am I suppose to do, ask them to go stand in the other line?”. I then commented that we pay this premium price for a reason and you are not delivering. Manage the queus from the start and there will be no confusion or irretation.
This is not something people like to complain about, but it irretates the crap out of ALL your business class passengers – ALL of them! Please, we would like to see SAA remain operational. Please go look at how other airlines/countries train their staff.
Caitlin Hilditch
5.0
I booked an SAA / Mango code share flight for my children both over 12. They were refused boarding even though complaint with Mango’s website requirements for children travelling on their own. I raised a refund request with Mango (8th Oct) received a response 10th October indicating that I needed to raise the request with SAA. No contact details – very unhelpful. Sent a mail to SAA 12th Oct with supporting documents. Received a mail on the 19th refusing the claim although missing the point entirely that both children were over 12 and could fly on their own on Mango. Requested escalation on the same day – no response to date. Very frustrated!
Barbara
1.0
SAA Customer Care
I have just flown back from New York to Johannesburg on SAA on 28 Sep 2018. My Travelstart booking reference ZA05184154 Ticket number 083 2677 968 769
I feel it very necessary to write this mail as I have flown a lot on many different airlines and I have NEVER had such a terrible experience as this flight.
1. Could not check in online – I tried continuously during the 24 hours prior to departure and it always said I am ‘on standby’ and seat can’t be selected – because of this false notification, I did not sleep the entire night worrying. I called SAA South Africa and New York, I called Travelstart, I emailed both of them to sort this out. Finally I was told that I could only sort it when I arrive at JFK.
2. I managed to check in at JFK but the flight was full and I had to sit in the middle of the row of 4 – had the check-in allowed me to, I would have booked an isle seat because I have a thombosis in one leg and I need to walk frequently.
2. The flight departed at 11.15 – after a short while we were served ‘lunch’ which was inedible – I tried the chicken. I tried the beef and finally gave up and just ate two biscuits with cheese.
3. The entertainment centre didn’t work for the first 3 hours. After many requests and finally getting up and speaking to several crew members, they eventually re-booted the system.
4. By 8.30 PM we still had not been served any dinner – after asking a crew member, I was told ‘you can go and collect a sandwich from the galley’ Seriously ?? This cannot even be legal that you don’t feed passengers dinner. Some passengers asked for a sandwich, others received no dinner at all.
5. While I was waiting in the galley, a passenger asked a crew member for a cloth to clean the bathroom before she could use it.
I have not flown SAA very often but this was in a league of it’s own – I have never been on such a terrible flight in my entire life !!
I feel 100% dissatisfied with the flight, I was so uncomfortable that I walked the isles almost the entire night and I think to be told to get a sandwich for dinner is simply not acceptable.
Foreman Foto
5.0
On 27 September2018 I flew SA0029 and SA0280 from Harare to Perth via Johannesburg. Upon arrival home in Perth and opening my luggage, I noticed with shock that my Hugo Boss and Invictus male fragrances, 100ml each, had been pilfered.
Previously I have carried my toiletries bag as part of my hand luggage. However, officials who check/search bags just before boarding at Johannesburg have made unreasonable demands including that even if the fragrance containers are less than 100ml, they should be in a translucent bag or they impound them. Alternatively, they have made extortionate demands that I leave them some “change” or gift. I have therefore chosen to pack my fragrances with my check in luggage.
Given that OR Tambo charges some of the highest airport taxes in the world on travellers, it is disappointing and tarnishing of the image of South Africa and the continent that your support staff behave this way to their loyal customers. Surely management and unions should improve pay conditions for staff so that they do not help themselves to property belonging to their customers or demand “gifts”/”change” or seize items on flimsy grounds with a clear possibility of then helping themselves to the impounded products. It is a disgrace.
Aideen Bosonnet
5.0
This is the worst airline I have ever dealt with. A few months ago I booked flights with SAA from Capetown to Sun City,which they cancelled on me as they no longer operate this service.
I was assured by e-mail that I would have a full refund within 21 working days. It is now working day 23 and not only do I not have my refund but they are not even answering my e-mails!! I am at a loss as to what to do as there is no SAA office here in Ireland. It is atrocious customer service and I will never be using this excuse for an airline again.
Redges
1.0
SAA is robbing us. On the Capetown route, there is a flight SAA 2015 which is operated by Mango. You pay the same air fare as if you are flying on an SAA flight. Whats worse is that they will make you buy food and even water on the plane, when you have paid a full SAA fare. This is clear day light robbery!!!!
Andrea Waters
1.0
To whom it may concern
RE: TRAUMATISED PASSENGERS – SEVERE COMPLAINT REGARDING INDECENT BEHAVIOUR ON FLIGHT SA203
Please see here in relation to the following information:
Date: 29 August 2018
Flight: SA203
Departure time: 21h00 (South African time)
Route: OR Tambo (Johannesburg, South Africa) to JFK (New York, United States of America)
Complainants: Geoffrey Waters (age: 39), Andrea Waters (age: 35), Noah Waters (age: 7) and Alexa Waters (age: 4)
Seats: 72A, 72C, 73A and 73C
On Thursday the 29th of August 2018 at 21h00, our family of four boarded flight SA203 from Johannesburg to New York, which was our connecting flight to Montego Bay. Upon boarding, the passenger allocated to seat 71C (from here on to be referred to as Passenger A) erroneously seated himself 3 times before finding his correct seat. It was apparent that the passenger was inebriated and therefore disorientated. The passenger allocated to seat 71A (from here on to be referred to as Passenger B) boarded the flight just before the doors closed, and found passenger A in his seat upon which he firmly told him to move as he wanted to sit at the window. The flight took off and dinner was served where both Passengers A and B proceeded to drink large amounts of alcohol. They did not appear to take dinner. My husband observed them getting out of their seats and coming back with small bottles of alcohol. Once the dinner service was complete, the 2 passengers continued to pester the cabin crew for more alcohol, to which the cabin crew stated they had had enough, as passenger A had apparently stumbled and almost fallen when going directly to them to ask for more alcohol. The attendant said that they were being reported to the captain. The cabin lights were then switched off, and the 2 passengers continued to ask for more alcohol. They were once again refused. My husband observed passenger B with a sleeve of tablets, to which he popped out the entire sleeve of tablets into his hand and swallowed them. It must have been approximately 10 – 12 tablets. Passenger B then shakily stood up and retrieved his hand luggage from the overhead compartment. In it he retrieved another sleeve of tablets which he took more of and shared with passenger A, approximately another 10 – 15 tablets. I was sitting with my daughter, Alexa, in row 73, who at this time went to sleep and I placed my headphones on to watch a movie.
Approximately 30 minutes later, my husband alerted me to the fact that Passengers A and B were acting inappropriately as he had seen them groping one another (open mouth kissing), which was unusual as they were strangers upon embarkment, and that he was going to report them to the cabin crew at the back of the plane. My husband observed passenger B turn around in his seat to face him and then started to rummage through his bag as if looking for something more. He then got up to go complain to the attendants when passenger B moved over onto passenger A side and started open mouth kissing him. I then removed my headphones and proceeded to closely monitor the 2 passengers, and noted that passenger B was sitting in his seat, facing the back of the plane, looking very unstable and extremely inebriated, unable to make eye contact. They were both talking very loudly and being generally disruptive to all the passengers around them. I continued to monitor them at which point both Passenger A and B appeared to be removing their pants and positioning themselves to engage in sexual intercourse. The passenger allocated to seat 71D then jumped up to go to the back to complain to the cabin crew and I yelled out to my husband to come to the seats to stop them in their behaviour. The cabin crew came to the passengers with their torches and insisted that if they continued with their behaviour they would be arrested. My said that he also informed the attendants about the passenger A and B taking a lot of tablets and that passenger B could possibly overdose. The head of the cabin crew then came to the seats and questioned Passenger B about the tablets stating “you promised us when you boarded the plane that those tablets were prescription medication”- however Passenger B was so inebriated he couldn’t communicate with the crew and just stared at him and shrugged. They were then left alone and their behaviour continued to escalate to which my husband got up again to go and complain to the cabin crew. The passenger allocated to 73D also stated that he was not happy and was going to report their behaviour as well and the passengers in seats 71E and 71F were also very unhappy. At this time, my husband was at the back of the plane for approximately 5 minutes and I was closely monitoring Passengers A and B. Passenger B then appeared to remove his belt and start pleasuring himself, to which I yelled to the back of the plane to the cabin crew to alert them to this behaviour. They came rushing with their torches and once again threatened to arrest the 2 passengers if they did not stop their inappropriate behaviour.
Through the entire incident Passenger A continued to ask for more alcohol, which kept getting refused. Eventually the cabin crew took Passenger A to the back of the plane and left Passenger B in his seat, where he continued to talk to himself, using filthy language and rambling on about suicide. The cabin crew continued to threaten Passenger A with arrest, but nothing was done. Seats 74A and 74C were being utilised by the crew for additional items for the passengers, and when we asked that the passengers be separated, the crew said that there were no other empty seats on the plane and removed the items from 74A and 74C and placed Passenger A in these seats, directly behind myself and my daughter. Therefore, the 4 of us were now surrounded by the 2 passengers. Passenger A then continued to ask the crew for more alcohol, he kept trying to stand up and go to the back, and being as inebriated as he was, he was very disruptive to all of the passengers around him. He then proceeded to pass out, however every 20 minutes he head-butted our seats, and therefore he continued to disturb me, to which end I was unable to sleep, besides the fact that I was concerned for my children and whether or not he would stand up and vomit all over us.
This behaviour continued for approximately 6 hours (between 1am and 7am SA time). Passenger B also proceeded to pass out, however every hour he would seemingly “wake up” and repeatedly try to stand up, however he was unable to as he seemed completely unable to be in control of his facilities. On two occasions he yelled out and started cursing loudly, due to what I can only imagine was frustration of being unable to get up. This too brought no relief from the cabin crew, as he was basically ignored. At one point before the passengers were separated, at the time passenger B was being questioned about his medication, they were searching for the empty sleeves and asking him for his prescription. They took his cell phone and wallet and other paperwork and put it in a plastic zip lock bag. Eventually when Passenger A woke up, he stood up and decided to go back to his seat (71C) next to Passenger B. Both myself and passenger 71D alerted the cabin crew to this and they came to separate them again. Passenger A proceeded to try this 4 more times, at which time the cabin crew again threatened to arrest them. Eventually, one of the cabin crew, a shorter, stockier gentleman with an American accent, came to speak to Passenger A behind me, to attempt to calm him down. This flight attendant used extremely vulgar language and told the passenger that he could do whatever he wanted when he landed and use whatever drugs he wanted to when he got home, however if he continued with his behaviour on the flight, they would have to arrest him. Both the attendant and the passenger should not have used inappropriate language, considering there were children in such close proximity. Passenger B eventually had to be assisted to use the bathroom by another passenger as he was about to urinate on himself. He could not walk at all.
Passenger A seemed to calm down slightly and fall asleep again, whereby he kept head-butting our seats again. To which I couldn’t fall asleep. All I can say is that I am extremely grateful that my daughter was fast asleep. My son continuously woke up due to the commotion and my husband had to shush him back to sleep and reassure him. I di d not sleep at all over the entire flight and my husband slept very little. He mentioned only 5 – 15 minutes at a time, if that. Both passengers woke up for the breakfast service at which time the cabin crew joked with them, asking them if they were feeling better and perhaps needed something to eat. The head of the crew then returned the items he had taken from Passenger B, to which Passenger B asked how he had gotten the items, and the crew member told him he had removed them, which Passenger B said he did not recall a thing. When we landed, Passenger B told Passenger A that if they were questioned, he should insist that he doesn’t remember anything. Both passengers disembarked as if nothing had happened. When we were in the passport control queue, Passenger A approached us and started trying to apologise for his behaviour on the plane, to which I told him to get away from me and my family and that his behaviour was disgusting considering we had children with us.
The trauma of being exposed to this behaviour with my children right there, was completely unnecessary. Not once did a flight attendant come and apologise to us for the behaviour, they also thought that placing the passengers on either side of us was the best solution, placing us in the middle of their drama. As a mother, I was unable to sleep or rest for the entire 15 hour flight as I was alert to their behaviour, as they couldn’t walk and could have fallen on our children, or vomited on our children. The captain never once appeared to address the matter and no action was taken on either of the passengers. The cabin crew threatened to arrest them multiple times and never did. The inaction of the SAA crew whilst in the air was understandable to a certain extent in that they did not want to aggravate the 2 passengers, however they could have placed one of the passengers in the cabin crew area for the flight instead of behind me and my daughter and they should have been detained upon landing.
We were absolutely disgusted and traumatised by the 2 passengers and disappointed by the SAA cabin crew.
I sincerely hope I get a response from SAA regarding this matter.
Aamena Dassu
5.0
To whom it may concern
I was booked on a flight from blantyre to durban today and on arrival at the airport was ushered to an empty desk as I was traveling with my baby.
There were 2 new faces behind the desk who took our passports. They kept going back to what must have been a manager firstly asking for my sa Visa which I showed them which they went to the back with. On return they spent a further 10 mins looking very confused on their computer. After which they told me my passport was invalid. I wasnt sure how serious they were as till then they made jokes with me. They then went to call another lady from the back who also was a new face. I fly back and forth every 3 or so months and have been doing so on the same passport for 6 years. They lady came out and continued to speak to me as if I was a child telling me a few letters that had been written onto my passport 6 years ago meant I could not travel.
I tried telling them that I had traveled to malawi more than ten times and never had been stopped but once back in Durban would get a new passport through the embassy. But they barely attended it listened to me. I was furious and hot and the staff put my on the floor then snickered and smiled mocking us and would look glanced at us every so often barely caring that my daughter is not even 1 and my husband was waiting to see her.
Im furious that I wasn’t given any consideration to say this is what you should do and be let off with a warning considering I was traveling with my daughter, coming from a business trip and going home to my husband.
Serty Musimbe
5.0
I bought my extra laggage through your call centre but before I could buy the extra laggage I consulted many people there and at one time I spoke to the supervisor and i don’t recall the name.But after that I spoke to IGHSAAN and i asked him whether the price is inclusive of the flight from Wuhan China to Johannesburg since my wife is travelling that distance and he said he is 100% correct.I reiterated again and he said yes it is inclusive.I then purchased the extra bag of 23Kgs.Had he said it does not include the other part of the trip I was not going to purchase it.Now I am being told that I must pay again for the other part from Wuhan to Hong Kong.How can i pay one trip 2times laggage .Is that fair.I put all the blame to SAA because they misinform me.When I purchased my ticket it was from Wuhan to Johannesburg so if i am to pay laggage I pay once not two times.My wife will be in problem now and she is suppose to travel on Monday 17-09-2018 and this issue of extra laggage hasn’t been solved.
Valencia Lupondwana
5.0
I In November I bought a single ticket through flightsite from Johannesburg to Entebbe reference 0835752692828.
I later cancelled that ticket and bought a return ticket. I have been communicating with the manager Desiree Douman and Charlotte Bezuidenhout. with regards to my refund. The latest response I got from them was that , they are waiting for SAA to refund the ticket.
I am very much aware that you don’t refund tickets that were bought through agents, but because they are saying the delay is from SAA, I have decided to approach your company directly.
As soon as I get a direct email , I am going to forward all the communication.
Tabinda Syed
5.0
My sister and her 15 month old baby are travelling from Melbourne to Harare. First the partner airline of SA took the stroller and never handed it back to my sister at the time she boarded the second flight in Perth, Australia. The flight from Perth to Johannesburg was delayed by 34 minutes and she was denied boarding while the ground staff kept making fun of her as she was running with a baby and three bags with no stroller and no one to help her. On requesting to be booked on the next flight, she was not given the next flight out to Harare but the one after that, making her stay at the airport for over 8 hours. The food vouchers she was given were not enough and she had to pay over 20USD to cover the food bill for the baby.
In this sorry episode, the most significant thing is the lack of compassion for a mother traveling with a baby. Not even a stroller available to assist her. On top of that the rude behavior of the staff and poooooor service. they did not appreciate the fact that she has been travelling for over 18 hours already.
This is certainly the last time any of my family members or friends will use this pathetic airline. There are many more airlines that have more decency to deal with this kind of a situation. I am certainly going to make more complaints with all the evidence of boarding passes and delays incurred and reflected on the websites of SA.
Truly the worst airline and the worst experience with SA.
NR
2.0
My family ( 2 adults and 2 children aged 9 and 13) flew from Johannesburg to New York on SA203 on 21/06/2018. We chose SAA as it was a direct flight.
We were pleasnatly susrprised to find such competant, friendly and professional crew onboard.
About an hour into the flight, the onboard entertainment system failed. The staff tried to rebooted the system several times but nothing worked. They dismissed the situation and did nothing extra to compensate. Luckily we had our own entertainment with us.
On the return flight, only 2 of the 4 monitors worked, so we had to keep switching seats throughout the flight. This made things quite uncomfortable for us. The crew, once again, dismisssed the situation without compensation.
Considering that this is considered to be the best plane on the fleet, we are quite dissapointed with SAA as we were ashamed at how we compare internationally. The plane looked dated and and in need of an upgrade. Some of the seats and the onboard entertainment system needs to be replaced. All this and more would have been overlooked if the staff were better equipped to deal with situations like these so that the passengers do not become frustrated.
LJ le Roux
1.0
Dear SAA Customer Service
As proud South Africans travelling with our local Airline we have been ashamed at how we compare internationally on the recent flight from Johannesburg to New York – SA203 on 21/06/2018
The inflight entertainment did not work on a flight for 15 hours and 40 minutes .
Dinner was served an hour after take-off the cabin personnel vanished and we were only served breakfast again 1,5 hours before landing – 11,5 hours of no service , not water, coffee or a drink. On a recent flight to Europe with KLM/Air France there was snacks/drinks/coffee available all the time and the attendents were at least visible and one could ask them for something if you did not want to go to back and help yourself.
One would have thought that the plane’s entertainment system not working the personnel could have done a bit more to make the flight pleasant.As an airline which is already under pressure and (whom according to your Sawubona magazine) have turned round and have stepped up your customer service and supplying in customer’s needs, you have failed dismally on this occasion.
Leepile
5.0
Good day
South African Airways strives to inspire their customers with African hospitality in every detail, every time. Commitment to thier passengers.
Unfortunately the above statement is not reflected in SAA staff at OR Tambo airport , I was travelling from OR Tambo to Kimberley, My flight was scheduled to depart at 9:50 on the 14 June 2018, arrived at the airport at 8:10 and checked in around the same time , had an excess baggage and required to pay for the excess baggage, unfortunately had to wait for more than 20 minutes at the sales tickets office were was supposed to have paid for excess baggage, i realised that the time was against me and went back to the check in counter , I was then told that I’m not going to make it for my flight and should book another flight, which I didn’t. The lady who assisted me was rude and very casual, and so unprofessional, she was chatting on WhatsApp and she didn’t bother to provide assistance. Her colleague seating next to her was also rude. I missed a flight due to your staff incompetence. I had to drive for more than 6 hours and my money went down the drain. Your service is shocking and the SAA employees are so unprofessional, might be generalizing but the fact of the matter is that it’s not for the first I have experienced this.
Chances are you might not respond to my email, but I felt I should bring it to your attention. I’m so disappointed with how I was treated by your disgusting and unprofessional employees.
Hermanus J Swart
5.0
On 10 November 2015 I booked a flight on Voyager Awards program. The Agent specifically told me that if I cancel the ticket, I shall loose my Voyager miles for the booking, but that the taxes (R7175-44) will be refunded. On this basis I booked the JourneyBlitzAward.
When I tried to cancel, I was told that there is no refund at all. I have checked the rules and this is true. There should be no refund.
However, on the basis that I was told that the taxes will be refunded, I want the taxes back, despite the rules. I specifically asked, and I was told in no uncertain terms that the taxes will be refunded if I cannot make the journey.
I have complained about this before but I get no reply despite promises that they will respond within 10 working days.
Elizabeth Gough
5.0
To whom it may Concern
The space provided here will not be adequate enough to state just how disappointed I was in the service provided me today at O.R international. I was suppose to fly to Kimberley with SAA at 5:25pm today the 24th May 2018. However the flights were grounded and there was no way out of johannersburg for me and many others. I had just arrived from a long flight from Riyadh Saudi Arabua and was looking forward to going home to my family. To my surprise all I got was that the flight was grounded. I was stranded. I burst into tears on the airport and felt completely lost and alone. None of your staff made me feel the slightest bit of eas or even tried to reasure me that I would have a place to sleep tonight and eventually reach my destination. I’m so dissapointed and hurt today. I’m from Kimberley South Africa. I work in Saudi Arabia. I’m a frequent SAA customer because as u know if u fly from Kimberley to Johannersburg you don’t have a wide variety to choose from. I have never experienced any thing like this and even though it 20:00pm right now I still can’t find rest as I just wanted to be with my family right now. SAA I am utterly dissapointed and I expected an email/ phone call/ SMS to apologize for the fact that we could not reach our destinations today however I received nothing. I hope I get a response to this because I am so dissapointed I honestly feel like telling the world about what happened today.
Vershia
5.0
My husband recently flew from PE to OR Thambo flight SA8462 on his arrival his suitcase was literally broken now are you SAA willing to reimburse him for this I would also like to upload a pic of the suitcase so that you can see how your people handle our belongings that we work so hard for, it’s absolutely ridiculous the disregard and disrespect that your employees have for other people’s property you need to check your staff
Mrs Farber
5.0
Good evening
My name is Mrs Farber
I sent an email to your company end of March and still NO ONE has made any contact with me at all.its a total disgrace and I will never fly SAA AGAIN AND HAVE TOLD MANY PEOPLE NOT TO
The tickets were for mrd m farber and my daughter hannah farber ticket number 0832128943377 and 0832128943378 flying from Capetown to Johannesburg. LOC WSQJMP 101-77490140. The ticket said the flight was booked for 28 march at 0620 SA 308. I was suppose to leave on the Monday 26 march but there was a huge traffic jam and i missed my flight.I was desperate to get home for work but all flights were sold out. So I landed up paying R10000 FOR TWO TICKETS BUSINESS CLASS as that was the last availabilty. She told us where to stay overnight close to the airport and told us to be at the airport at 5 am the next morning tuesdat 27 March. WheN we arrived at the airport the ticket the saa lady by mistake issued it for 28 and NOT the 27 march!!!!,
The woman at SAA . admitted she made a mistake and would follow up but NEVER did I landed up losing more money -my transport in Johannesburg and half a days work and they could only put me in economy so I paid so much money for the ticket, totally ripped off and lost money Its a disgrace that no one has contacted me
Pelo Nkunjana
1.0
On 9 Jan I made a flight booking from CPT to MUR for the 5th of May. There were various flight changes and ultimately my CPT JHB flight landed when the JHB MUR flight was boarding. Although making it to the gate 20 minutes prior to departure we were told the gate was already closed and directed to a team leader at the check in counter. They made alternative bookings for us the following day and provided us with overnight accommodation at the Southern Sun at OR Tambo. While this is all good and well my issue is I paid for accommodation in Mauritius as I was meant to be there as of the 5th. I do not think it is fair that I am not compensated by SAA for this. After speaking to the CareTeam I was informed I should ensure there is a 2 hour waiting period between connecting flights. This should not be my responsibility but SAAs as they make the flight arrangements and not me. In addition my luggage was left in CPT but this was retrieved before we left for Mauritius. Honestly the worst experience I’ve ever had. Cut my vacation short & paid for an extra day of accomodation although I wasn’t even at my destination due to SAAs blunder.
Suzette Coetzee
1.0
My sisters had flight booked from Jhb to Bloemfontein, flight 1011 was cancelled and they were promised room on next flight 1013. However, when flight 1013 boarded, they were told there is no room. They were only able to get on flight 1017 only to find their luggage missing when they reached Bfn. Six hours lost, we waited at Bloemfontein airport for hours and still had to pay full parking. Staff members were rude, unhelpful, unapologetic and incompetent. Food and ticket vouchers were promised and never given. No consideration or understanding. Both my sisters are frequent flyers from Canada and England and lost half a day of their week visit thanks to SAA. Luggage still missing with staff seemingly clueless on where it is.
Michael Greenspan
1.0
We were booked to fly from Tampa to Cape Town via JFK on March 21st 2018. On the afternoon of the 21st I received an email from SAA saying the flight was cancelled due the the storm. I immediately called SAA and after being on hold for 64 minutes was told the first available flight was on the 23rd. We had prepaid accommodation in Stellenbosch for a reunion from the 23rd-26th, bu t said okay to the 23rd. The agent then told me because we had not booked directly through SAA I would have to contact my original booking agent (Orbitz). Their agent Sid was on hold for a further 90 minutes by which time the first available flight was the 23rd, getting us there after the reunion. He was told by SAA that there is no refund but a non-transferrable voucher would be issued for use on the identical route within 12 months of the booking date (Jan 10th) We then booked on Delta for $2990 to get us there on time. The only way we can use the voucher in that time frame is taking unpaid leave. I think SAA should show some goodwill by giving us an open ticket for the original value to use at our convenience. After all we did not cancel the original flight.
F Fitzsimons
5.0
Recently flew jhb to beira (Saturday morning SA 8214. 10 March)
On boarding the plane on the runway I left my bag to be stored in the hold. On arrival I discovered that my bag was opened and stuff stolen. Very disappointing . Sad to think that your staff are not honest.
Dr. N. Madzingira
5.0
I rarely complain, but this time around I can’t just keep in any more. I am very disappointed with SAA for losing my baggage twice within a space of a week. On 1 March 2018 my baggage did not arrive with me on Gaborone Flight SAA1783. I arrived at 1640 hrs and was asked to wait for a 1920hrs flight which only arrived at 2100hrs. Lost baggage reference GBESA51335. I then travelled on SAA1770 on the 10th March 2018 Gaborone to Johannesburg only to be greeted by a Couresoul 7 without my bag. I was informed the bag will be tracked soonest and will be forwarded to Pretoria where I was heading for work. Lost baggage reference JNBSA43950. This is totally unacceptable. If you can not provide the customers a flight big enough to accomodate them and their baggage then what’s the point. I have meetings on Monday and no formal clothes to wear. After phoning Sunday mid morning a lady at the desk just says ‘we are still tracking’. Two days to track a bag from Gaborone to Johannesburg! I am really dissapointed in you SAA. You are no longer the SAA of yesteryear!
Lilly Mampane
1.0
Luggage mishandling by your staff. I flew from Kimberley Airport to Johannesburg OR Tambo int. on 02/03/2018. To my disappointment my travelwise luggage bag was mishandled to an extent that I now have a bag that does not have complete wheels. My luggage no: 0083942822 and i was on express flight no: SA1108 . When i tried lodging a complaint at the OR Tambo I was informed that I might not be compensated. Unfortunately i will not accept that as your airline ticket are expensive and your staff has no respect for consumer goods.
Mrs. SMM Craucam
1.0
I was on a flight from JHB OR Tambo Airport to Upington airport on Sunday the 4th Feb 2018. I advised the cabin and ground crew that my laptop bag cannot go under carriage as I have 2 laptops and 2 cameras, and my personal documents in the bag. The ground and cabin crew was adamant that my bag will go under carriage, they then spoke to the female pilot on the flight and she was absolutely rude and I mean rude, she advised me in the end that she will be putting me of the flight and that is it. I then replied to her, I will remove the stuff, there was no space at all in the overhead compartment to place the stuff at all. I had to keep it all on my lap the full flight and I was seated in 3A single seat by the window.
There was a German couple on the flight that each had 3 hand luggage with them, and they where accommodated and took up a lot of space with their luggage.
I might say that you SA Airlink ground, cabin crew and female not a good example of your service that you right fully brag about.
Might I say my company paid for my return flight R7580.00 and that is not cheap at all and to be treated like a dirty wash rag!!!!!!!
With that said I will not be ever flying with SA Airlink to any destination I would rather the distance, as to be treated with disrespect is shocking to say the least.
Matlhare M
5.0
My name is Nathaniel,regular frequent flyer and my voyager member is 31948190 and flight number (SAA 264 to Munich,germany).I am at the moment flying to switzerland via Munich and my seat allocation is seat 65D. It come to may surprise that where I am seating I was the only one occupying the three seat with no passage next to me.To my surprise the senior Cabin crew by the name of Ms Nicolette told me that there is no way that I can seat alone in those seat without talking to me nicely.So she said that the is a lady who got a baby and she would prefer her to come and seat with me since the seat were unoccupied.I said it’s fine she can bring the lady with a baby,but to my surprise she brought another guys who was seating elsewhere where he was allocated to seat on.Now when I asked her (Ms Nicolette she said to me who do I think I am coz she is a senior cabin crew and she can decide who can seat where at anytime.Now I am raising this matter to YOU SAA coz to me it’s not fair bcoz she never talked to me nicely .First of all I never asked for those seat ,I was lucky to have them since all the passengers were allocated to their own seat that they have paid for.Now she forcefully brought someone to come and occupy those other seat and was making me feel that I am not entitled to have those seat.
I however raise this complain to SAA about the matter as I am a regular frequent flyer and the way she treated me was not acceptable because she was very rude and screamed at me in the presence of tourist and also she is a senior cabin crew.
Hope my complain will be escalated to management as it is now in our country we are fighting the virus of racism and this is happening in our south African airline in front of tourist. What message is Ms Nicollete sending to white people who are in the flight….(to me it’s like black south African are nothing and needs to be treated as monkey like what happened in H&M about a small black child.
I am not happy and I feel I have been humiliated in our national airline carrier in front on tourist.
Chip Adams
5.0
One of your cabin crew swore at me simply for having part of my knee in the aisle Brandon Fester.I use SAA frequently as do hundreds of my employees.After a quick search I am not the only person he offended.My employees and associates will never fly again.We spend more than 150000 dollars per annum with SAA.His anger and total indifference is unacceptable.I expect severe discipline.He is unable to control his anger Thus he Must lose his job..
Adv. Irene Visser
1.0
On 9 December 2017 we flew from Johannesburg to Hong Kong on flight SA286, which was supossed to depart at 17h40. We boarded the plane from 16h55. There was no aircon on the plane and we had to sit in the heat without any water even being offered to us until about 18h00 when we took off. But that was not the end of our hell flight, since there was still no aircon on the plane. When we reached altitude at 18h25 I asked the stewardess who was passing to the back for water. She simply ignore me. Her name was Ntenze Thabalala. At 18h32 I went to the back to ask for water and this Ms Thabalala, another man steward and female steward at first refused to give me water and said I must wait for the trolley. Only after I basically begged for water did they give me a glass of water. The entire flight had no aircon all the way to Hong Kong!
George Green
1.0
Our Colleague Mrs Emma Phiri Chipokolo was due to fly from Lusaka to Sydney on the 25th October for the Launch of The Charity Global Links Medical Foundation in Sydney on the 28th October. Emma is a Professor of Dentistry as well as teaching she is also a volunteer and has travelled many times on SAA and other carriers without problems.
At the Airport she was told that they would not board her as there was a problem with her ticket. My colleague spoke directly with the person at Lusaka Airport who was quite short in his answers and refuse her boarding. We contacted Emirates who issued her a ticket and Emma arrived in time for the Launch.
Now the problem after five Emails and multiple calls to the Sydney office we are still no further on from an answer, although the Emails state that they will respond within 10 working days none has been forthcoming My first contact with the Sydney office, I was told that there appeared to be no problem with the ticket but I had to communicate with SAA to resolve this problem. I have tried many times to call directly but left on hold for too long a time.
I have all the copies of the Ticket, booking, passport etc. and can not find any reason that she was not boarded. The problem Sydney says they cannot resolve the problem and can only be done with SAA head office who will not respond to my communications. Can anyone help us to understand why SAA do not respond, Thank You.
June
1.0
I received an email Xmas day special $1 950 Perth to Cape Town to 30 September 2017.Called SAA to book 3 tickets a few days before 30 September was told they only have more expensive seats left.,and that I should call a travel agent. The reason why we so desperately want to go as my daughter wants to visit her grand mother and uncle that has cancer. For the record the travel agent on the 30 September had seats at this price.When I complained about it received mix messages on 2 different occasions when I called Perth SAA Office.
One employee said the tickets should have been available to 30 September 2017.Another told me when I called that if the travel agent has tickets SAA would have the same and that the only difference to the costs should be the taxes because of the exchange rate.Wrote to SAA customer service which did not bother to reply but prides themselves on customer service. After not hearing from Customer service admin in Perth said they will ask them to reply urgently. Received a response sorry for the late reply a reply that was never forthcoming. Told me to call Johannesburg where the fare was R41 000 approximately $4 100 each. SAA customer service is totally and utterly appalling. I have emailed the Manager customer service a few weeks ago but no reply. Just cannot even expect a reply.
Dr WFS Gibson
1.0
Booking reference: 6PL5WZ
Record: 6PL5YZ
E Ticket: 0832127145074
CASE REFERENCE NUMBER: 201700338031
Penny and Tino Motlaung both dealt with this as did Gladman and Rogers.
I was finally sent an example, not my original, of the online bid page. This is different to the online page I filled in an amount R300 for Both Passengers.
Common sense will tell anyone that there is no possibility of me bidding the full price of a Business Class ticket after I already have paid up Economy Class tickets.
I am absolutely convinced that I am the victim of fraud and will take this matter to court if necessary. I am extremely disappointed at being fobbed off as a mampara without even documentary proof.
Charged full Business class ticket for R300 online bid upgrade on two tickets
Received email to invite me to make an online bid for a business class upgrade for two passengers ,PE to JHB.
I bid R300 for the two passengers.
I received an email stating I was successful one way, and then another email while overseas that the bid was successful on the way back.
Back home I discover that I am now charged the FULL BUSINESS class ticket price on both tickets.
The domestic flight was therefor more than doubled for two passengers.
I have spent two MONTHS of Customer Service enquiries, and finally told that I bid the full price of a Business class ticket- to the cent-, on the upgrade. No proof of my online bid has ever been presented, and I have been shafted through every department all referring to someone else.
When I already have in my possession two economy paid up tickets, how can SAA conclude that I bid the full price of two Business class tickets for the online auction upgrade.
This is blatant fraud….and I’m given the run-around first degree without any proof that I authorized this.
Dr WFS Gibson
Joel Mohapeloa
2.0
Flight SAA 0223 from Sao Paulo to OR Tambo on Tuesday 08 November was generally pleasant , as is expected in business class of any airline – Good service, average-to-good food and drinks, etc. The problem started about 1 hr before touch-down, when I noticed that I had either lost my mobile phone or it was stolen, whichever is applicable.
Fact 1 : I was reading an e-book on my mobile phone on board. Once I got tired of reading, I put my phone in the pocket of my pants, reclined my seat to almost full horizontal position, and slept.
Fact 2 : Before sleeping, I had consumed a fair amount of Johnny Walker Black whiskey, but the amount of alcohol I consumed was not excessive to the extent of compromising or distorting the capacity of my memory.
Fact 3 : I went to the toilet about 5 times during the flight, owing to the alcohol I was consuming.
Fact 4 : After realizing that my phone was missing, I immediately reported the matter to the first flight attendant that was walking down the isle. She immediately joined me in my search for the phone : under my seat, along the isle, all areas immediately close to my seating area, etc.
Fact 4 : I even checked the toilet, my laptop bag, in the overhead luggage compartment area, etc. but my phone was missing.
Fact 5 : I was the last passenger on that flight to disembark. The entire flight crew assisted by bringing the services of at least 3 flight engineers/technicians to dismantle my seat and look under/around the seat for the phone, but nothing was found.
Even when the plane hit the ground, no free object slid on the ground of the isle, as I was led to expect.
With all facts considered, I made one conclusion : The phone slipped out of my pocket, and someone took it – In business class !!!!!
This is where I am deeply disappointed with SAA. How does an expensive phone like a Samsung Galaxy S7 Edge just disappear in business class ?
Please SAA, I need to be compensated for my missing phone.
Philisiwe Zuma
5.0
I boarded a flight to Kimberly from O Tambo airport on 04/11/2017 17:30-18 for 17:30 on business, I did not have my luggage bag upon reaching Kimberley and no one knew where is. On the 5th of November I must work but I have no professional clothes nor hygiene cosmetics. I am extremely inconvenienced personally and professionally. I require the whereabouts of my luggage and delivery of them ASAP and to be compensated for.the airline’s shortcomings. My organisation will be notified as well.
Ursula Naa Dei Neequaye
5.0
Dear South African Airways,
I am very disappointed as I write this. My flight from Ghana to Joburg, SA 53 left late in Accra and this contributed to my missing my connecting flight in Joburg to Cape Town coupled with immigration delays.
After I reclaimed my baggage to check in at your counter, I was told it was a Mango flight and asked to go to the Mango counter. The agent at the counter refused to check my luggage in even though my colleague who was being attended to by another agent had his checked in. As we got to Mango, their check in counter was closed and I was refused boarding because I have a bag I needed to check in.
I was then asked to visit your ticket sales counter where unfortunately I was charged 770rand for the next SA flight due to no fault of mine.
I find this very unfair and will like the right thing to be done, ie, refund of my 770 rand paid from Joburg to Cape Town on SA 323.
Ronald
5.0
Last Tuesday 17th Oct 2017, flew SAA from Bulawayo to Joburg, then SAA Joburg to Perth. Had cling wrapped & locked both suitcases. Noticed cling wrap & baggage tag not on one suitcase as it came off Perth Carousel but took no notice as in a wheelchair & needed assistance to check in for Adelaide Flight. On unpacking suitcase in Adelaide notice lock was broken off and satchel with our granddaughter barbie dolls & jewellery we were bring over for our daughters was gone. Thankful my 3 month supply of medication wasnt taken but disgusted that someone went through suitcase & stolen something out of it that meant alot to us. Something needs to be done to up baggage security as people think their bags safe when checked through & they not!! Would appreciate feedback on this.
Natalie Mulvaney
1.0
My fiancé and I booked our return flights to Perth on the 13th of December 2016. Our booking included seat reservations. We chose SAA due to the fact that it was the only direct flight from South Africa to Perth. On 5 September 2017 we noted that we were able to select our seats, which we then did. As we chose seats in the exit row, we were required to pay an additional fee. We did not mind paying the additional fee as we needed the extra space, due to the fact that my fiancé is tall and he will be comfortable if he had more leg room. The website of SAA requested us to pay within a few days; however when we selected payment the amount reflected in a foreign currency (krone) which SAA did not recognise. We were therefore unable to proceed with online payment. I telephoned customer care and was reassured that we will be able to pay once we depart and that we will receive the same seats we selected. A few days after the call we checked and noticed that the seats remained the same, therefore believing the consultant. On the 21st and 22nd of September 2017 we checked our seats which were changed to different seats in the exit row; although we weren’t entirely happy about it we accepted it because it was still in the exit row. For clarity I once again called customer care and explained to them my concerns. Customer care could not clarify the problem and requested that we visit the airport itself. The online confirmation likewise stated that the seats we booked and had been paid. We commuted to the airport, from Pretoria, on the 23rd of September 2017 and spoke to a consultant; he assured us that the exit row seats were ours and that no payment was due. We requested something in writing, which he then gave to us as proof hereof. On the 26th of September 2017 we checked the online booking and noticed that our seats selection was now “Not preselected”. My fiancé emailed [email protected] on the same day, till this day we haven’t received a response. Furthermore, when we checked in at the airport, on the 28th of September 2017, we were informed that we have seats near the back of the plane, in the middle of a four seater and that it was the only seats available where we could sit together. We then explained to the consultant the situation and showed proof of our booked seats. We also spoke to the Team Leader, which was not at all accommodating and ultimately through his hands in the air. Apparently a family of four checked in before us and received our seats. SAA stated that they couldn’t change their boarding passes. Their response to our dissatisfaction was that we call customer care. We then asked to visit customer care at the airport, which they then responded that there is no customer care service at the airport and that we could only contact them using our own sources. With all due respect to SAA this is totally unacceptable and nauseating. We had a problem and we weren’t assisted or accommodated in any way.
Kate K
1.0
I am really disappointed by the customer service of the SAA.
Recently, I booked a return ticket from London to Gaborone (via Johannesburg). My ticket was purchased on the SAA website. On the way back, I had an additional piece of luggage that I also purchased on the SAA website.
When I arrived to the airport in Gaborone, I was told that the airline sold me an extra luggage only for the Johannesburg-London leg and I need to pay extra for the Gaborone-Johannesburg leg of the flight. I paid.
When I returned back, the SAA customer service told me that I was charged wrongly and I need to be reimbursed, however, since the flight was operated by the South African Express Airways, the SAA are not willing to assist with the reimbursement.
Thus, despite I booked the ticket from the SAA website, despite them charging me for additional piece of luggage, now they are unwilling to take any responsibility for the flight they sold me the ticket for and are sending me to the third party that does not reply to my emails or complaints.
This is a very unfair treatment of the customers and in the future I will do my best not to fly with the SAA again.
Philip Manggos
5.0
Returned from the UK on Sunday 17th September, only to be informed that my connecting flight (SAA) on to Durban had been cancelled. This is the second time in a year that when returning from abroad, our early morning connecting flight to Durban had been cancelled. This with no pre warning or anything. This created such a headache for me, as I then had to inform the people coming to pick me up, to change their plans. This is unacceptable, as the airline have all our contact details. Is this just typically SA(GOVERNMENT) attitude of not giving a damn. In future I will insist on booking with your opposition.
Liliane Ang
5.0
To whom it may concern,
I have been trying to get a reimburse on my daughter’s ticket from SAA but unable to.
On August 3rd, on the check in counter the SAA assistant said that the ticket TWHNA4 was not valid because her name was incorrect. Thus, this ticket was issued at SAA in Angola and her passport was shown.
We were forced to purchase a new ticket on the 3rd (date of departure) as per reference number: LTZQYV so my family were able to fly.
Now I am requesting the reimbursement of the ticket that was not used and no one gives me a feedback as it’s been more than 1 month.
In addition, my daughter’s name was spelled twice incorrectly, on the reservation TWHNA4 and LTZQYV so why they did not allow her to fly on the first time and made me purchase a new ticket still incorrectly if both mistake was made by a SAA worker?
We even had problems returning to JNB from Angola on August 18th because her name was spelled incorrectly for the second time and waited in the counter for over one hour to clarify this situation.
Regards,
Luani Schoeman
1.0
On 11/08/2017 I tried to book 2 tickets online. When entering my credit card details I got an error: “The website is not available”. I tried twice and received the error both times. I went to Checkers and bought myself 2 other tickets swiping my card and received the tickets in my hand, refusing to struggle with website errors. On Monday, 14/8 when I returned to work, I received 2 tickets that was not booked online because of the error message. I immediately informed SAA and spoke to Albifuno who said this issue is escalated to the finance dept. On 31/8 I received notification that the refund will be done but the cancellation fee is still billed. I demand a full refund as the booking of the tickets was not completed on the website but the booking was processed despite of the website error message. I spoke to Barbara snr in charge of the refunds dept. on 06/09 and she referred me to the client service dept., who initially send the query through to the finance dept. I regard this behaviour as fraudulent and totally unacceptable.
Elze Botha
1.0
Flew with SAA from Cape Town to JFK on the 30th of June 2017. The TV’s weren’t working and the food was unacceptable. I requested a vegan meal because of dietary restrictions and when food came they gave me dairy to (which I am ALLERGIC to.) For 15 hours I had no tv and we were told that it was everyone is that row had no access and that there was nothing that they could do about it. We complained to attendants but zero change. I flew back on Friday the 21st of July and had the same problem again! No tv’s and no food. (They gave me yogurt etc…) The women next to me was extremely overweight too. The arm rest between the two of us couldn’t go down as well as the table top. I only got have of my (highly expensive) seat that I paid for. COMPLETELY unacceptable.
Jeffret R
1.0
I just spoke to a Voyager consultant in your call centre regarding a potential mileage redemption for use by myself and my two daughters (CPT – JFK). The point of my call was to try and ascertain what the total mileage would be plus all associated costs. That’s it, nothing more. Just “dreaming” about a surprise trip, if I can afford it. We worked on approximate dates so the assistant could give me some numbers. It was very quickly determined that under the “new” Voyager program my current millage of 346,047 was insufficient to cover the tickets of 203,000mi each
At this point I asked about Journey Blitz as It tabled substantially lower rewards online. Her response was she can only work off her system and I should check on-line. Whilst talking to her I did check online and asked for clarity as there was discrepancies between what she told me and what was indicated online. I also looked at the Star Alliance redemption offer for a Southern Africa to North America region to see how many miles they would require. Again it was insufficient at 150,000mi each. The next thing I receive an e-mail to say a redemption was done. To my surprise I checked my millage and it is down to 196,047, so 150,000mi were deducted.
I called your Voyager centre again and spoke with a consultant explaining that I did not request a Star Alliance award to be issued. It is simply ridiculous that I would do it, since;
• do not have enough miles for the three tickets
• have no formal travel dates
• have no formal flights
• have no idea of the fees and total associated cost of such tickets I would be liable for
• furthermore I do not even have visas for my daughters or checked school holidays
Surely one will not redeem an award under these circumstances. The response I got was “On my side it shows it was redeemed. You have to pay a R210 penalty to have it reversed…” Attempts to explain the situation again got me nowhere. I then asked to speak to a Supervisor or her senior. I was transferred to a person who answered the phone with “Give me your credit card number.” Needless to say I did not and explained the situation again as above. Again the response was “On my side it shows…you have to pay a R210 penalty to have it reversed. I again asked to speak to a senior person that can assist. I was provided with the no 011 978 2888 to call for further assistance and then this person put the phone down in my ear when I asked if this is not the same number I called in first place that logged me into a voice prompted system.
Needless to say the above number has the standard “we are experiencing a high volume of calls” voice prompt and after approx. 10min I put the phone down.
Surely this cannot be how you conduct business.
I am an extremely seasoned traveler who had the privilege of being a platinum member for a few years running under the old Voyager program and require your urgent assistance in this regard, or I will be forced to take whatever action to bring this type of conduct into the public domain.
Charmaine
1.0
Recently took a flight from South Africa to Heathrow, flight SA236.
NOT impressed at all, TVS weren’t working, air conditioning was not on, so for 11 1/2 hours there was no TV and I can honestly say it’s the most uncomfortable flight I’ve been on…
then when going back to South Africa on a different flight SAA237
Same thing.
You pay all that money and travel such a long way. I chose SAA because I am South African.
NOT IMPRESSED AND WONT BE FLYING YOUR AIRLINE AGAIN!!!
Something needs to be done please.
There are people with young children on that flight, not fair to them either. In fact not fair to anyone.
ysv
1.0
A very bad experience travelling from capetown to Mauritius Via Johannesburg last month with my whole family.We have never been so stressed and this bad behaviors of the staffs from joahannnesburg counter.
We travelled from cape town and my child felt sick on the flight with a very bad ear pain and with no help of any assistance.Once we reached in johannesburg we had 1 hour to catch our flight to mauritius.We stopped at the pharmacy got her medications and she was on a very high fever.We rushed to go on the terminal and boarding area which was so complicated and though we told the checking area that we are in a hurry and help us to the flight area they refused with a very bad attitude.My dad is over 70 and he also started a panic attack.As we were 10 people altogether one of us ran to the boarding area where the officer in charge an arrogant man and a lady asked my sister with her kids to board right now and leave us behind as they are closing the gate.She announced them that we are just 3 mins behind as we have 1 child sick and an aged person and we got lost in finding the gate amd limited time.
While we reached the man starred at us and said to get lost!!!I asked what are you saying Sir?He said i am removing your luggages right now and find your ways to go back to your country!!we begged the lady to let us get in as already we are there and for my child sake let us get in time in the country as she needs immediate treatments.
The lady told us i am sorry but the officer already removed your luggages so now you need to pick the next flight..Cried and begged for sake of my child but he turned his face off..
We were shattered spent hours in rebooking a flight where the counter officer said its not their job to call pur travelling agency to do so.They refused help!!Never seen so bad service of a SA flight!!!Its a shame.
We bought all our tickets and managed to take the air mauritius flight back with great assistance.
Back in the country and my child is undergoing for 3 surgeries with a very bad ear infection which she had to bear through all these waiting hours.we went on a holiday which this SA flight back made a nightmare.Our suitcase were opened and robbed in joahannesburg.Money ,camera all been removed from our bags.Its such a shameful act.
I dont want anyone to go through all these bad moments we went.
Horrible with a broken heart.
Moojane
5.0
Am very disappointed with the SAA. Upon my return from Benin, i arrive back home to a missing luggage. Take all the necessary steps and claim. Then i am being spat on the face with a gesture of goodwill. Crazy i tell you. All my valuables are gone, my contact lenses, my glasses. Medicat aid aint going to cover that stuff. I now need to wait 2years to get glasses. The service was horrible to say the least!!!
Andre
5.0
Good day i flew from Lusaka to Jhb on flight SA 65 today 20-07-2017
All went well until they start serving so food.
The flight attendant asked if i want chicken or pap and wors. I choose chicken but received pap and wors.
I just left the food without eating.
I was bit disgusted with the lady but her attitude towards other passengers was even worse.
People going to the toilet were told to wait until she was finished with what she was doing. She was slaming doors in the kitchen and her overall attitude was not what is expected from an airhostess.
I have traveled a couple of times to Zambia and this is the first time i have experiance such behavior.
I think all SAA personel should also try to talk a bit softer to each other on the flights.
Other wise i am quite happy from the service i have received from SAA.
abdulkarim max cabir
5.0
RE: Complaint Flight SA186 (Wednesday July 12, 2017)
From a rebate traveler (Abdulkarim Max Cabir Seat 16C) who was made to feel as if he had no rights of being onboard a South African Airways flight.
On flight SA186 Wednesday July 12, 2017 from Johannesburg to Dar Es Salaam I experienced a level of disrespect that I have never encountered in my 25 years of travelling on South African Airways. To make matters worse I felt unsafe and threatened by the Senior Person Onboard Mr. Vitor Da Silva who chose to physically and verbally abuse me.
Mr. Vitor Da Silva made the announcement to switch off all portable devices including cellular phones to which I attempted to comply with however my mobile device was experiencing a technical problem to be precise a screen freeze; as I continued in my attempt Mr. Da Silva approached me and to my amazement he grabbed me by the arm in a threatening manner and proceeded to tell me to switch of my cellular phone. I was astonished and afraid at the same time as he then proceeded to walk away. When he returned to my seat I said sir excuse me, the next time you address me please don’t grab me by the arm I think you can convey your message with your mouth not your hands. He walked away and returned to me a few minutes later asking me to escort him to the front of the plane. I complied with his request and followed him to the front of the plane. He proceeded to tell me the following “Mr. Cabir that’s your name, I was going thru the flight log because I wanted to see who you were exactly and I am not sure if you are aware that you are rebate traveler correct” to which I responded yes, he continued “as a rebate traveler you should have been informed that I am the senior officer on this flight and if I choose to ground your rebate ticket I can and I can prevent you from flying with South African Airways ever again”. I said sir that’s your prerogative but if you put your hands on me again I will address you in the same manner; rebate traveler or no rebate traveler or business class whichever way you choose to put it but you don’t put your hands on me period. He said fine I will report you as soon as I land and make sure you never fly SAA again.
Apart from physically abusing me he then verbally threatened me however I am not shaken by his threats just because I am rebate traveler and I don’t think he understand what that means maybe he should go back to training and be explained. I am not any less of a passenger compared to others on board the flight and Mr. Vitor Da Silva what you made me understand is that if god forbid an issue was to occur onboard whether it be safety or otherwise related you would choose to prioritize business class passengers then economy class passengers depending on their class of ticket and then rebate passengers correct. You should be ashamed of yourself because if someone in your family had been treated like you treated me on board and if they were travelling under your rebate I believe you would be extremely upset. Mr. Da Silva made it a point of letting me know his rank SENIOR PERSON ON BOARD as he stated but maybe someone should review that title because his actions did not reflect the leadership required by someone holding that responsibility.
Today Mr. Da Silva has tarnished the good opinion that I had in reference to South African Airways and maybe it doesn’t matter to management because I am a rebate traveler on this flight however I just felt the need to vent and express my complete disappointment.
Yours Sincerely
Nobody (Just a mere Rebate Traveler)
Benita
5.0
I have been waiting since 26 April for a refund on my flight due to your SAA strike. I was forced to Buy a flight ticket from another airline as all flights was cancelled. They are refusing to refund my unused portion of the SAA flight I already paid for, they say they can only refund me for the additional ticket I bought. This is ridiculous, as I have already paid for the SAA ticket IN FULL, and was unable to use the return portion. Yes, I agree they have to refund me for the additional ticket BUT also for the unused portion of my return flight, as I did not get to use it, and has been out of pocket for the additional ticket I bought since 26 April until today, since I have not been refunded for this ticket, nor for the additional cost of waiting at the airport nor for the additional cost of the parking at OR Tambo. I have just about had enough of this incompetence, and I demand to be refunded in full. Nobody ever answer the phones no matter if I hold 2 minutes or 2 hours!!!!!!!!!!!!!!
Case number Case 301081, responsible person Mpho Stewart
Ronelle
1.0
Re: Terrible Customer Care Service – Case:00291933 & Case Reference Number: 201700291933
Good day
I have been struggling to get any assistance from SAA since March 2017..
This is such a simple request. All we need is an invoice relating to a refund received.
I have sent numerous emails ,called and the lady my that has been assigned to my query for the second time is not assisting at all the second time around. I have requested a call back from Philile Gama as she was not available to take my call and sent emails but the customer service is just terrible.
Such terrible service from such a big airline service.
I hope to get some sort of response, this time around..
Disappointed customer.
Anne Roberts
5.0
SAA refuses to respond to several emails I have sent regarding missing air miles for 4 long-haul business class flights. I have phoned the help desk several times as well but they have done nothing to assist me. Any other airline sends an email in acknowledgement of receipt of a request, but SAA does nothing. They are unable to even give a reference number for a complaint logged through the help desk. The fact that the calls are recorded may be helpful to the airline but that is of no help to the customer. I am really disgusted with the lack of service.
Kobus Swart
5.0
Rebooking of Flights
Wow I was really shocked about the bad service we received from the East London Airport.
Departure date 1 May 2016 at 6:40 we arrived at the Airport 6.20 because of the traffic being so bad.
The only advice that was given is that our flights was cancelled because we were late, our flight where still on the airport and in the process of boarding no alternative arrangements was made to assist us.
The only advice that was given, rebook your flights at a huge price all over again, this is just an money making scam.
If you do not receive any support from South African Airways, why still use them?
Sinead
1.0
JFKSA23698
Above is my claim number and I have been trying to get to speak to a supervisor.
Every single time I call I am told someone will contact me back, This has been for three months now and no one ever does! Is it not possible to actually ever speak to a superior? I am getting the distinct feeling that SAA is hoping that if they ignore me for long enough that I will give up. I will not.
All of my details are on file. In a nutshell I asked SAA staff what should I do with my bags on a layover as they were checked all they way through but on arrival at the layover I was told to collect them. I did exactly as the staff advised me to do, I gave them in to the recheck in desk. I have not seen my bags since, this was December 2016. On filing the claim I was told that as I voluntarily did what I was told to do I am responsible for them getting lost!
This was when I requested to speak to a supervisor and have been ignored ever since.
I cannot begin to tell you how frustrating it is to a) be somehow responsible for SAA staff giving me the incorrect information and b) to be ignored when I try to resolve the problem.
I really have no idea what to do now other than call and refuse to get off the phone until I speak to someone!
Christine
5.0
This is the most ridiculous airline I have ever flown with in my entire life!!!
We arrived at the airport (OR Tambo!) 4hours prior to our flight – in order for us to get emergency exit or business class seats… As its our honeymoon!!! – only for SAA not able to check in, nor allows us to pay for emergency exit seats, nor pay for an upgrade due to our flight being through air Mauritius!!!!! The air Mauritius counters open 10min before we board… We booked air Mauritius – how did we end up flying saa??? How ridiculous is that!!??
So we are now sitting in economy- with no leg room& no upgrade!!
& to top it all off – the check-in lady told us that air Mauritius is better!!!
No one at SAA had a clue what was going on & kept sending us from counter to counter!! We were willing to pay! We had paid more to fly air Mauritius!! And now we must suffer with this inconvenience – On our HONEYMOON!
Jacques Samuels
5.0
Just got off the phone with one of the call center staff at Voyager who has dropped the call for the 5th time today as she was unsure of how to handle my problem and thought if she cut the call the problem would go away ,the following was said on the 1st and 6th of May 2016 your system or incompetent staff loaded double the SAA miles on my Voyager account , subsequently because of your stuff up you suspended my account , not my fault but your system or staff incompetence, I write this email knowing that no one will send me a return email as I have sent my ID copy to your pin reset email 5 times in the last 3 months without any response, I will instruct with immediate effect our travel bookings department , to seize all flight bookings with SAA and use alternative airlines, seems they are just going backwards
Needless to say i have also sent this to the [email protected], but will not expect a reply from them as i have sent numerous emails the last few weeks without any reply
Dr Chris
5.0
This is not really a complaint, more a request for an explanation. My wife and I flew from Heathrow to Joburg departing on March 10th at 18.05 hrs on SA 235. We were in economy class. The whole flight was excellent. It left on time, the seats were comfortable, there appeared to be plenty of leg room (I am 6ft 4 ins), the food was good, the service friendly and the entertainment worked.
On 21st March we returned home from Joburg on SA234 leaving at 2055 hr. On this occasion we hung around in the plane for a long time waiting to move although it still got to London on time. So far as I know the plane was the same but it was hard to believe. The seats were hard and uncomfortable, the leg room was terrible, the food pretty awful, the two staff we came across were surly and unhelpful (one man and one woman) and neither of our entertainment screen or controls worked properly (mine barely atall).
It was hard to believe that this was the same airline as 11 days previously. It may be that the interior of the cabin is due to be refurbished but I would never wish to put myself or my wife through the discomfort of the second flight.
Mageleni
5.0
The inefficiency of SAA staff at check -in point caused us such a havoc as we were standing on the queue at JHB Airport for more than an 1hr only to get to the check point and be told that our flight was closed. No announcement was made….warning….nothing.
The staff were chatting and laughing whilst we stood there. That was absolutely pathetic not to mansion the inconvenience that caused us.
Customer care is their primary mandate but am not surprised with the level of service and uncaring behavior.
Corinne Berg
5.0
I am unimpressed by one of the ground staff at the boarding gate for the flight to Bloemfontein on 10 April 2017. Flight no. SA1005.
I arrived at 10:20, got my boarding pass. I had no luggage to check in. Went through security which was an absolute nightmare. Twice I ask one of the gentlemen in charge why they cannot open another security gate to speed things up. He responded that they are understaffed but are working on fixing the issue.
I finally got through and rushed downstairs to gate E5 to try board. I think I arrived at the boarding gate at 10:10 (a mere 5 minutes after the gate officially closes. And, not due to any fault of my own. I desperately needed to go to the bathroom, but, elected not to go so that I may reach the boarding gate as soon as possible).
The lady at the boarding gate told me that she had removed my details. (This is 5′ after the gate closes, nothing more!) I explained why I could not get to the gate on time (security check delay). She told me
that it’s got nothing to do with her/it’s no her fault. Instead of trying to assist me immediately, she elected to make my life difficult. Surely they can see on the system that I had collected my boarding pass and had gone through security!?
I understand that it may not be fair to other passengers, but, the 5′ delay was not my fault. And, how many times have flights been delayed by airlines for various different reasons.
After I expressed my frustration she contacted a colleague. She said she is doing me a favour by getting me on the plane. She was laughing on the phone and left me hanging, not knowing what was going on. She thought she was doing me a favour. It’s her job! All of this could have been avoided had she just said that she will do her best to get me on the plane. Instead, she delayed everyone even more.
Also, we only took off at 12:08! That delay was not caused by me, but by the number of airplanes ahead of ours.
I must be honest. I really prefer flying from Lanseria…it’s a breeze! Sad that O R Tambo can’t get it right and, sad that SA airways is not the best airline in SA.
Hopefully this can be improved and hopefully I do not encounter a incident like this again.
Corinne
I fly often. This is the first time that I have encountered an incident like this.
Sad that SA airways is not the best airline in SA!
After a long wait, she finally told me that she will get a bus to take me to the airplane.
Abeeda Johardien
1.0
Good day. I have booked flights with SAA and used my cheque card to transact.The total cost of the flights for an amount of approximately R22,300 came off my account and SAA charged me for the same amount of R22,300 two days later. I have sent the revelation information through to SAA refunds department to try and recover the funds but it’s been three days and I still dont have any answers regarding a refund. I am leaving the country on Saturday and am out of pocket by the double charge which has left me extremely annoyed. My cheque card has been cancelled by the bank as a result as fraud was suspected on my card for the double charge so I am unable to transact at all. This whole situation has been a major inconvenience.
Hishaam
5.0
I traveled from Cape Town to Johannesburg with a laptop bag and training bag with booking my bag into the haul on the 06 March with no hiccups as I would normally. I then traveled further from JHb to Lagos nigeria and still not problem.
On my return flight back from Lagos .
JHB to CPT leg i was rudely told to leave my bag at the door otherwise they would escort me off the plane.
Once inside I noticed several large carry on bags twice the size of my bag was on board
The way I was treated as a voyager gold member was disgusting.
Hennie Oosthuizen
5.0
I have been a loyal SAA voyager member for over 20 years, supporting saa by insisting that our staff fly saa only
I recently booked an business Class flight to London on my voyager miles. I incorrectly booked on my first name Hennie instead of Hendrik. I tried to rectify this error online but received an error message. I called saa voyager today who informed me that I forfeited my booking,miles etc as no changes are allowed.How can they be this petty to not willing to change 4 letter’s on my name? I will now lose all my hotel bookings, flights to marrakech, and possibly not attend a world class conference due to their unwillingness to accommodate a long term customer who has spend hundreds of thousands on flying saa.
That’s daylight robbery!
Can’t believe this bad service
Tyrone Sinnamon
5.0
In regards to missing baggage and damaged items on a submittal with reference number 201600258259/JTO.
The origin of the complaint goes back to a flight taken from JNB to LVI on 7th October in which baggage did not turn up. After taking the time to fill in the paperwork at LVI and eventually receiving the bags some days later nothing happened. I followed up repeatedly but was referred to baggage services and then back to customer services….I have been constantly following up via email and have had no response from either except for an automated email acknowledgment stating my email has been received. I have phoned their contact numbers and have spent elongated period of time (longer than 20 minutes) in a phone cue but have eventually given up. I am completely frustrated and do not know what to do or who to escalate this to in order to get a response and have this issue brought to close…The total amount of compensation claimed for was 770USD in damaged goods. This does not take into account anything else apart form the goods themselves…. I look forward to your response and guidance
Antoinette Da Silva
5.0
I am standing at OR Tambo Airport and it is now 09h09
My flight was supposed to be at 08h40
When we arrived at gate A21 at
We were told that gates are closed and we are 4 min late
We booked in our cases at 6h30
We got list at first going to the domestic flights
We then had to walk miles my husband just recovering from a 3 year very severe leg injury to get to international departure
We are not regular travelers
As we entered international departures it was jammed packed so we stood in the line and waited to go through the search section
After that passport control
Our excitement already dampened by all the up and down walking around trying to find our way got even worsened when we started walking looking for gate A21
Glad to eventually find it and my poor husband completely distraught we were told we were 4 min late and cannot get onto the plane
We pleaded, begged, explained but no sympathy to our ordeal
We were told to go get tickets for the next flight and pay penalties which indeed was 2 and a half hour later
Never mind all the transfers ect waiting for us in Mauritius as well as the Hotel expecting us
I have never in my life been so disappointed and let down
Hope that this doesn’t happen to your own one day when it’s out of your hands in a different situation
What a shit start to a really expensive holiday
There is just no customer support or satisfaction
Antoinette
Mike
5.0
I would like to bring it to SAA attention that I am disgusted with your staff wearing SAA uniform who swear at me in public place like a petrol station. Please ask Caltex Bruma for the recording of the incident today 11 feb 2017 at around 7am.
After departing and disgusted with the vocab used, I returned to get his name and car registration.
Very sad how we all wear green yesterday to unite SA with Joostes passing but the next day SAA members act like hooligans in SA Corp clothing.
Michelle
1.0
SAA customer Service Department changed my flights from Hong Kong to South Africa without confirmation and when I arrived at the airport to check in my wife and I was not on the scheduled return flight. We then had to re-book our flight at a cost of over 30K for there mistake. It is now 6 months later and up until today and after numerous calls and emails no one is getting back to us…….Your Service suck
Prof T Downing
1.0
Sadly one cant check zero stars in this rating. I used to preferentially use SAA in 2005-2010 but stopped doing so because the service got so bad. In the last few months of 2016 I thought I would once again try and fly SAA again. Unfortunately I discovered that they have simply got worse. On both business class flights in and out of the USA, and economy flights in and out of China I had terrible experiences. Rude, smelly attendants, horrible food, complete lack of service when requested, dirty cabins, etc. And that was on the business class flight. On the economy return from Hong Kong the flight was overbooked. Despite being checked in we (four of us) were bumped from the flight and left in the airport. We could not find a hotel at that time. I telephoned SAA in SA to try and secure seats on the next flight only to be told that it was HK ground staff’s problem. They in turn suggested we buy new tickets. Not sure how SAA overbooking a flight and bumping connecting passengers is HK ground staffs fault.
Despite several emails to customer service, using three different email addresses, I have not had a response. It is very obvious why SAA will not survive as a private airline.
GG CARTER
1.0
Travelled from Perth to Jobur on the Dec 19, business class. The meals were disgusting. No cheese platter was offered, ice cream in a bowl with no serving tray ..the dinner was bad..I refused to have. May be you need a new chef and your staff are not friendly at all. I will change the airline next time when I travel to South Africa again. If this is the treatment for business class fliers, imagine the state of those in economy class. Lift your game SA Airways.
Allen Wen
5.0
I am a Gold Card SAA Frequent Flyer holder and received very rude service from the lady – Sheilah M at the Johannesburg International Departures Lounge. The lady concerned even had the decency to voice that if I report her to her supervisors she will refuse to help me to retrieve my card. I reported this incident on the 12th December with Case Reference Number: 201600270391 and was told that Philile G would assist me and provide me with feedback within 10 working days.
I tried to follow this matter up late December but no feedback was given. I have sent in 3 follow up emails with regards to this matter, up till now still no feedback. It does not appear that the airline is upholding their customer service charter as they claimed on their website.
Marc Hammett
1.0
We bought two tickets from Johannesburg to Cape Town for January 1st. We duly arrived at the O.R Tambo and attempted to check in around an hour before our flight at 20h15. Instead we were shunted around trying to find where to book in. Finally at around 19h30 we found a lady in SAA uniform behind the SAA check in counter. Who was on her cell phone leaning back in her chair ignoring us completely! Eventually after her nice social chat she told us she was closed and vaguely waved us off in casual fashion! I was so shocked at this flippant attitude. We then asked another lady staff member for assistance. Her response was “you have to understand that it is new years day and not everybody wants to be here”. Is that our fault? We then had to go to the ticket counter where the man behind the counter virtually and incredibly rudely refused any assistance! Flaty refusing to let us check in! Despite the fact that we had paid for our tickets and still had 45 minutes before our flight. Out of utter disgust and exasperation we had to purchase ANOTHER TWO TICKETS!! What kind of service is this? I am absolutely and uttery appalled at how we were treated by SAA staff. Hopefully somebody take this complaint seriously because I am disgusted
Bhuvan
5.0
I took advantage of Mango’s Spring special and booked a flight from Durban to Johannesburg ( above reference no ), but unfortunately in my haste to take advantage of the last few seats available – I booked the incorrect date – 25th October instead of 24th. I subsequently rectified my error but was charged a fee of R 280.
Whilst I accept that my error warrants an “cancellation fee”, however I cannot accept a 56.11% penalty fee which ito Consumer Protection Act – under “ Consumer’s right to cancel advance reservation, booking or order “ – is not considered to be reasonable and exceeds a fair amount.
Also, please consider that all these bookings were done online without any human intervention, the error was rectified within 1 hour which was sufficient time for the cancelled seat to be sold as advertised – no inconvenience and delay to the Mango and the 56.11% fee is not in line with the Consumer Protection Act.
Keshni Naidoo
1.0
My email serves to express my great disappointment at the service I have received from SAA .
On the 14th October 2016 I booked a flight from King Shaka Durban to East London return ticket. My flight was scheduled for 6am on the 26th October. I arrived at the check in counter at 5:25am as I had no bags to check in. on my arrival I was told that the flight was over booked and I don’t have a seat. I cannot explain how frustrating this was for me. I had meetings scheduled in East London from 8:30am. The ground attendants tried to pacify me however that is unhelpful in view of what has happened. It was unacceptable for SAA to treat me in this manner. I booked and paid for a flight. I was on time. It was not my fault.
The ground attendants arranged for me to go to Johannesburg and then fly to East London from Jhb. However the flight to East London from Johannesburg was too late as I had meetings to get to. I had to book a flight with Safair which was earlier and then get to my meeting in East London. I have attached my safair flight.
The SAA ground team has given me a free return ticket to East London however this does not help with what the traumatic experience of this morning. ( I am still waiting to receive the voucher via email)
I was appalled that the manager never came to see me or talk to me. the ground attendants tried to contact her however she was “busy”. It felt as if I was not important. I was firstly discarded off my flight then the manager doesn’t care to address this issue with me. I experienced such a stressful morning with the flight issue. It was so unfair that I had to experience such poor quality of service.
It was such an inconvenience for me to travel to Johannesburg then go to East London. I was so exhausted by the time I got to East London. It is so sad that SAA tries to safe guard themselves and overbook flights so that they don’t miss out on a sale and then if the flight gets overbooked you give out free tickets BUT those free tickets doesn’t get back time lost and the inconvenience of it all. So how can you care about your customers if this is the kind of practice? Don’t you care about your customers arriving on time to their destination? Doesn’t it matter that customers chose to book with SAA in return for good loyal service? Or is it all about money at the end of the day?
The ground staff at King Shaka was supposed to email me the voucher with my free return ticket and they have not emailed it yet to me.
I would like SAA to refund me on the cost of the SAFAIR flight that is attached .
My question to SAA is how are you going to compensate me for the stress and frustration and inconvenience caused onto me personally? The free return flight to East London does not compensate me personally as it is a work related trip and that ticket benefits my place of work as a business . The refund for safair is not my money as it belongs to my company. My question again is how will SAA compensate me for the ordeal and traumatic experience that I had this morning at King Shaka International.
Lindelani
5.0
My friends and I booked flights to Durban for the 18th of November. However one of us managed to get to the airport on take and check in and the other 3 we were “5” minutes late for checking in.
What didn’t stay well with us is that our friend was not told to check in for us or advised we can check in online . This looked like the consultants didn’t advise because they are trying to make money out of customers. We had to purchase new tickets and the cost was even double.
As we were trying to get money together which was R1700 each our friend on the other side was still at the waiting area and we kept on communicating for almost 30 min because the flight left.
This really raised a lot of questions as to if we were really late or if SAA they are just trying to make money out of us?
Benson
5.0
TO WHOM IT MAY CONCERN
I was on the SA20 on 11 September to Lagos from Johannesburg and have never been treated so badly on your flight. I travel regularly to Nigeria as I have business interests in Nigeria. Your steward, Mutole, told me to shut up, when I asked him for water. I complained to his supervisor on the plane Suzandra. He needs some training and he is the type of employee that does not represent SAA well. In fact he is a type of employee that will make you lose passenger if he is not retrained
D. Campbell
5.0
I spent the ENTIRE morning yesterday (Saturday, 3rd December, 2016) trying to call the Voyager Centre, which supposedly is open on weekends from 8:00 am – 14:00pm. After phoning the SAA reservations number to check whether perhaps their number was out of order, the man I spoke to checked the number while I held on and then said to me that I should “try again now and somebody will answer”! Strangely, I did and someone did indeed answer! My aim was to book a Voyager Companion ticket which I have qualified for on my Voyager Credit Card Spend! I had already booked and paid for my own ticket and was as per instructed calling to book the Companion ticket. By this time, it was getting on towards 14:00 closing time! I spoke to a lady called Zanele and provided all the information, (including credit card information to pay the taxes!) and assumed that the booking was now complete! I was mistaken, it seems! Zanele called me back, leaving a message on my answering machine to say that, because my own booking was confirmed, but not yet ticketed, it was too late to complete the companion booking as the ticketing office was now closed and that I should call back this morning (Sunday, 4th September, 2016). It is now 10:38 and I have called every possible Voyager AND SAA numbers that indicate that they are open on weekends!! I have been calling and holding on for at least 15 minutes per number since before 9:00am to no avail! NOT ONE PHONE ANSWERED!!! This is an absolute disgrace!! No wonder the airline is in trouble! You don’t seem to want our reservations!
Gillian Stuart
5.0
THE CHARGE FOR EACH PIECE OF NORMAL SIZE EXCESS BAGGAGE OR EXCESS BAGGAGE CHARGE WILL BE INDICATED BELOW:
Passenger travels in business class – the excess baggage charge is the same as per the class of travel and allowance is the same as per the class
of travel – even if there is only 1 excess baggage rate
Effective 02 November 2015.
Within South Africa
Business class: ZAR 307 plus VAT 43 Total ZAR 350 per piece
Economy class: ZAR 219.30 plus VAT 30.70 Total ZAR 250 per piece
There were a lot of special prices for flights between Port Elizabeth and Johannesburg the day I flew SAA. The reason I chose SAA and not Mango, Kulula etc was that the baggage price suited me. Imagine my horror when I arrived at the airport to check in to find out that I had to pay R1080,00 for excessive luggage. Please don’t give me that bull of “It’s managed by Mango” as your Mango and SAA staff at PE airport could not explain what the difference is. I got your info from the official site off the internet. Is this just a lie to con people into taking the more expensive flight? I feel that I have been absolutely cheated by SAA with this false info.
Total amount: ZAR 1368
Payment method: DEBIT-CARD
Itinerary
Port Elizabeth to Johannesburg
PLZ – JNB
South African Airways / SA2164 / Economy
Departure date: Thu, 04 Aug 2016, 14:00
Arrival date: Thu, 04 Aug 2016, 15:40
Operated by: Mango
Louise
5.0
I am flying from George to Or Tambo then Windhoek. I bought a ticket on my ID document because i do not have my passport and i only get it in Johannesburg airport. My id has still my maiden name on and my passport has my married name. They dont want me to fly now and only refund me R1 170.00 of the R11 445.00 i paid for 2 people and said i must buy another ticket. Strange!!
Allen
1.0
South African Airways Flight 76 / 29 Aug 2016 from Johannesburg (JNB) to Windhoek (WDH).
When SAA system send out the offer options of upgrade, have your team “ever” tested the functionality of the web page?
I tried about more than dozen times to key in my credit card details, over more than 24 hours.
I got the same “uanble to process” result produced.
I appreciate the thoughtful idea of upgrade, but the same level disappointment also makes me regret to waste my time to do something happen to be not workable in the first place.
Hope the relevant teams perform better next time.
Regards,
Allen Wong.
Sizwe
1.0
Was being helped by a lady named Mzizi, who took offence of me using the word hell in a sentence and as thus decided to not continue helping me. As a result I could not board a flight to Durban. Thanks to her, I am now R1 359.63 short and highly unlikely to ever use saa for ferrying myself. I say thank you very much lady for bringing a whole company into disrepute. Just because of your selfishness a service that is supposed to be rendered irrespective of creed, religious belief and physical appearance. SAA at this rate we are unlikely to catch up. Mzizi I hope you see the light, this isnt just about you when you put on that uniform .
Louise
5.0
Good day,
I made a booking online and exchange the ticket for a later date. I spoke to a lady on the telephone for about 20 minutes to make the changes on my ticket. I made a payment via credit card and she confirmed the payment went thru. i received a confirmation email (Travel document) stating RESERVATION CONFIRMATION. 2 Days prior to the departure I called to change the date and route of the ticket i was told my credit card had been declined when i made the changes. They said they did email me to inform me that my credit card had been declined. I have never received such an email. i received an email stating that my reservation had been confirmed and a day before departure i also received an email from SAA for a check in reminder.
I am a very unhappy customer who demands my money back. Your services are extremely poor. You do not live by your company’s philosophy. Its just pretty words to get customers.
Varasha
1.0
I booked a flight from PE to CT. Arrived at the airport ahead of time to be advised that the flight is cancelled without prior notice. Whilst waiting for possible options I learnt that I wasn’t alone! They clearly overbooked the flight which explains why I was unable to checkin the day before. It’s no wonder why they constantly need financial bailouts! I also noticed that Priority is given to non paying staff before customers. There service is unbelievably BAD. There staff are complacent , inefficient and – worst of all – arrogant! Little remorse or empathy is shown. The beginning of the end could not come sooner for disgruntled passengers like myself!
Mrs Perrett
5.0
Re -Flight SA 0236 /30-JUL-2016 from JNB to London Heathrow.
This cancellation was poorly dealt with. We travelled from Mauritius via Johannesburg with your airline and could have been informed of this cancellation in Mauritius- although we were given 2 x boarding cards in Mauritius the flight time said 20.30 but the check in said 7.15/. We, along with most other passengers assumed this was just an error-INFORMATION is everything – lots of people were going onto further destinations and had we all been told asap we could have re-arranged things accordingly.
All passengers had the same story- arriving at Johannesburg blissfully unaware but wondering why we could not see the flight showing on the board. Why were we not given an email? We checked out phones? Why did you not put the flight on the screen as cancelled or delayed? Why were no staff greeting passengers to explain what had happened and what was going to happen. Eventually we found out ourselves and had to go back through security and passport control- one member of staff was there to deal with everyone – it turned out she didn’t really know anything and that queueing for an hour was actually pointless – She could’ve just told ALL the waiting passengers to go to the Premier Hotel from the shuttle instead of making us wait- she didn’t give us anything (no voucher no explanation) – just told us to get the shuttle? This ended up to be another big problem. – 1 shuttle bus took about 13 people – the hotel was 20 minutes away- there were 2 x groups of school kids, small children and elderly all tired and waiting for a very long time for a shuttle bus.
When we got to the hotel there was more chaos. Everyone trying to check in and not enough rooms – the hotel had not been told how many? Whoever is supposed to organise this should be sacked. Some people had to return to the airport and go to another hotel. We found out that you cancelled this flight in the morning – someone had all day to organise things for your passengers – you failed miserably? In our hotel, dinner was about to end so there was a rush to get food, get to our rooms and then get up very early (4.30am) in order to get the inadequate shuttle bus service back to the airport in time for the flight the next morning at 8.00 am- There was NO representative at the airport to help direct us – we had our old boarding passes and were not sure what we had to do- No apology? We managed to get through security and passport control with our old passes. We had poor service on the ‘day flight’ which was treated as a night flight? Breakfast was served immediately but then about 6 hours with nothing, blinds were put down and ridiculously we were told to rest in the dark? Considering there is only 1 hour time difference this was odd. We were then given a bottle of water then about 2 hours later a ham roll. About 2 hours before we landed we were given dinner and then after that at long last a drinks service- One of the worst long haul experiences ever. When we landed in London we were given a letter – still no explanation of the reason. I think you have forgotten what customer service is.
Raymond
5.0
Flight SAA 193 from Mauritius to OR Tambo was pathetic. Flight was delayed and the aircraft was full of litter. Air Hostesses were rowdy and service was poor. They spent most of their time in the crew area. The one Air Hostess could not even switch on the audio system. Hopefully I or my family will not have to use SAA again.
Fred Ebersohn
5.0
Very often you get two large passengers trying to sit next to each other and it end up in many issues
Give a larger passenger like me a rating such as A1 .i am 110 kg ,not fat but big
No two A1 or any other A rating cudtomer should sit next to each other unless they booked this themselves
I think most A rated passengers would not mind the rating as it will really help when seated
Will
5.0
Recently took the airline from Durban and should say was not impressed at all. Their food was bad. The airline had litter all over. The staff also doesnt seem courteous. I thought someone should bring some focus to customer service and customer satisfaction. South African Airways is our national pride. Hope to see it perform better.
Flew in from Zürich on 24 /10/2018. Boarded SA405 10..55 for PE. Due to technical problem flight did not take off and we were transferred to a substitute plane. This took some time and on arriving in PE much later, I missed my shuttle to Port Alfred which left PE at 14..00.
To get to Port Alfred I had to hire a car and drive. Cost of this was R1029.12. The shuttle service would have been R250.
I therefore wish to claim the difference of R779.12 from Saa Airways. I have all documentation available.
Please advise urgently
Good Morning. On 02 November 2018, I was on SA 8469, from Johannesburg to Port Elizabeth. Your airhostess was extremely rude and unhelpful. After I have entered the aircraft, I realized that my small suitcase cannot fit in the overhead compartment, the height was a problem. I asked her what to do and she told me to take it to the front. I requested assistance from her in doing so, as my chest was closed up with flue. She told me it is not her job to carry my suitcase around and that she is busy and that she has her own things to do at the back. I carried the suitcase to the front, where it was placed with the other baggage. She was really very arrogant and never in my life, in all my years of flying did I ever experience this type of bad service and attitude from an Airhostess.
I am flying SAA on a regular basis for the last 12 years and as a Life platinum client still don’t understand why I am loyal to SAA.No complaints are adressed or responded to because Customer care doesn’t exist at SAA.No menus on flights.Rude airhostesses.Faulty beds and faulty entertainment system on numerous occassions.Inconsistent responses to same questions.Tonight the system couldn’t show my life status therefore no asistance with pasport control.First check in counter didn’t know I needed a transfer visa and I went through until I got onto the plane to be told sorry…..you have to book via Frankfurt.I could have still switched in time if the check in counter were competent enough.But unfortunately I got too late to the ticketing office at 21:00 to rebook my ticket but I can try the next day.No worries. spent my life on checking in and out and appreciate efficiencies as a business class traveller.Is your budget not enough to train your people to deliver the same service on the world class standard like you promote?
On the 21 September 2018 my partner and I flew into Johannesburg airport to catch our flight to Perth. When we arrived at Johannesburg airport to check in we were advised by South African Airlines that our tickets had been cancelled. South African airlines had cancelled our flights as we missed our port Elizabeth to Johannesburg flight as we flew in from Windhoek Namibia into Johannesburg. We emailed South African airlines a week prior letting them know we would be missing it. However the airlines would not allow us to board the flight until we paid re-issue ticket costs. Whilst we were trying to work this out the customer service staff at johannesburg airport were very rude to us and snapping at us every time we asked questions. We were treated very poorly and will never fly with SA Airlines again from this experience.
To Fly SAA, On a recent to trip to South America 29 of my colleagues myself included flew with your airline. As you can imagine we were very excited to travel together as a group of friends and colleagues. sadly our trip was marked by some bad memories particularly brought upon us by your airline. We booked tickets to and from our destination with your airline. We found the following the moment we set foot on SAA; Cold grey moody stewards, loud threatening instructions, food not up to standard, cleanliness, ambiance all below standards. This was not once off as we experienced the same mood and bad service on our return trip to SA? This should not be the ambassadors and standards that give face to our beautiful country. Kindly attend to these matters as we would love to support our beloved airline. I look forward to your favourable response . Yours sincerely, Ronald Pillay
Queue for Business Class passengers at your boarding gates.
Your staff needs to be trained on how to manage the queue at your boarding gates. All other airlines seem to be able to manage this process, but for some reason SAA just can’t manage this process. (In South Africa only – SAA flights departing from other countries seem to manage it beautifullly)
Last night again on SA367 I witness this process with utter frustration again. There was no banners indicating the priority queue, so people start standing in ALL queues before the gates actually open for boarding. By the time the TV screen show “Priority only on the Left” 90% of economy was already in the queue and nobody looking at the screen.
In other countries the priority queue are either kept clear or someone check that if you’ve actually got business class ticket and there is always some banner or clear indication where business class passengers must go.
By the time we must board, the business class people end up at the back queue, behind economy.
The gentleman before, cleary frustrated by this process made a comment your staff member about this. This SAA staff member said he checks ALL the tickets and everyone was business class in that queue. This was an obvious lie.
When your staff member next scanned my ticket he asked me: “what am I suppose to do, ask them to go stand in the other line?”. I then commented that we pay this premium price for a reason and you are not delivering. Manage the queus from the start and there will be no confusion or irretation.
This is not something people like to complain about, but it irretates the crap out of ALL your business class passengers – ALL of them! Please, we would like to see SAA remain operational. Please go look at how other airlines/countries train their staff.
I booked an SAA / Mango code share flight for my children both over 12. They were refused boarding even though complaint with Mango’s website requirements for children travelling on their own. I raised a refund request with Mango (8th Oct) received a response 10th October indicating that I needed to raise the request with SAA. No contact details – very unhelpful. Sent a mail to SAA 12th Oct with supporting documents. Received a mail on the 19th refusing the claim although missing the point entirely that both children were over 12 and could fly on their own on Mango. Requested escalation on the same day – no response to date. Very frustrated!
SAA Customer Care
I have just flown back from New York to Johannesburg on SAA on 28 Sep 2018. My Travelstart booking reference ZA05184154 Ticket number 083 2677 968 769
I feel it very necessary to write this mail as I have flown a lot on many different airlines and I have NEVER had such a terrible experience as this flight.
1. Could not check in online – I tried continuously during the 24 hours prior to departure and it always said I am ‘on standby’ and seat can’t be selected – because of this false notification, I did not sleep the entire night worrying. I called SAA South Africa and New York, I called Travelstart, I emailed both of them to sort this out. Finally I was told that I could only sort it when I arrive at JFK.
2. I managed to check in at JFK but the flight was full and I had to sit in the middle of the row of 4 – had the check-in allowed me to, I would have booked an isle seat because I have a thombosis in one leg and I need to walk frequently.
2. The flight departed at 11.15 – after a short while we were served ‘lunch’ which was inedible – I tried the chicken. I tried the beef and finally gave up and just ate two biscuits with cheese.
3. The entertainment centre didn’t work for the first 3 hours. After many requests and finally getting up and speaking to several crew members, they eventually re-booted the system.
4. By 8.30 PM we still had not been served any dinner – after asking a crew member, I was told ‘you can go and collect a sandwich from the galley’ Seriously ?? This cannot even be legal that you don’t feed passengers dinner. Some passengers asked for a sandwich, others received no dinner at all.
5. While I was waiting in the galley, a passenger asked a crew member for a cloth to clean the bathroom before she could use it.
I have not flown SAA very often but this was in a league of it’s own – I have never been on such a terrible flight in my entire life !!
I feel 100% dissatisfied with the flight, I was so uncomfortable that I walked the isles almost the entire night and I think to be told to get a sandwich for dinner is simply not acceptable.
On 27 September2018 I flew SA0029 and SA0280 from Harare to Perth via Johannesburg. Upon arrival home in Perth and opening my luggage, I noticed with shock that my Hugo Boss and Invictus male fragrances, 100ml each, had been pilfered.
Previously I have carried my toiletries bag as part of my hand luggage. However, officials who check/search bags just before boarding at Johannesburg have made unreasonable demands including that even if the fragrance containers are less than 100ml, they should be in a translucent bag or they impound them. Alternatively, they have made extortionate demands that I leave them some “change” or gift. I have therefore chosen to pack my fragrances with my check in luggage.
Given that OR Tambo charges some of the highest airport taxes in the world on travellers, it is disappointing and tarnishing of the image of South Africa and the continent that your support staff behave this way to their loyal customers. Surely management and unions should improve pay conditions for staff so that they do not help themselves to property belonging to their customers or demand “gifts”/”change” or seize items on flimsy grounds with a clear possibility of then helping themselves to the impounded products. It is a disgrace.
This is the worst airline I have ever dealt with. A few months ago I booked flights with SAA from Capetown to Sun City,which they cancelled on me as they no longer operate this service.
I was assured by e-mail that I would have a full refund within 21 working days. It is now working day 23 and not only do I not have my refund but they are not even answering my e-mails!! I am at a loss as to what to do as there is no SAA office here in Ireland. It is atrocious customer service and I will never be using this excuse for an airline again.
SAA is robbing us. On the Capetown route, there is a flight SAA 2015 which is operated by Mango. You pay the same air fare as if you are flying on an SAA flight. Whats worse is that they will make you buy food and even water on the plane, when you have paid a full SAA fare. This is clear day light robbery!!!!
To whom it may concern
RE: TRAUMATISED PASSENGERS – SEVERE COMPLAINT REGARDING INDECENT BEHAVIOUR ON FLIGHT SA203
Please see here in relation to the following information:
Date: 29 August 2018
Flight: SA203
Departure time: 21h00 (South African time)
Route: OR Tambo (Johannesburg, South Africa) to JFK (New York, United States of America)
Complainants: Geoffrey Waters (age: 39), Andrea Waters (age: 35), Noah Waters (age: 7) and Alexa Waters (age: 4)
Seats: 72A, 72C, 73A and 73C
On Thursday the 29th of August 2018 at 21h00, our family of four boarded flight SA203 from Johannesburg to New York, which was our connecting flight to Montego Bay. Upon boarding, the passenger allocated to seat 71C (from here on to be referred to as Passenger A) erroneously seated himself 3 times before finding his correct seat. It was apparent that the passenger was inebriated and therefore disorientated. The passenger allocated to seat 71A (from here on to be referred to as Passenger B) boarded the flight just before the doors closed, and found passenger A in his seat upon which he firmly told him to move as he wanted to sit at the window. The flight took off and dinner was served where both Passengers A and B proceeded to drink large amounts of alcohol. They did not appear to take dinner. My husband observed them getting out of their seats and coming back with small bottles of alcohol. Once the dinner service was complete, the 2 passengers continued to pester the cabin crew for more alcohol, to which the cabin crew stated they had had enough, as passenger A had apparently stumbled and almost fallen when going directly to them to ask for more alcohol. The attendant said that they were being reported to the captain. The cabin lights were then switched off, and the 2 passengers continued to ask for more alcohol. They were once again refused. My husband observed passenger B with a sleeve of tablets, to which he popped out the entire sleeve of tablets into his hand and swallowed them. It must have been approximately 10 – 12 tablets. Passenger B then shakily stood up and retrieved his hand luggage from the overhead compartment. In it he retrieved another sleeve of tablets which he took more of and shared with passenger A, approximately another 10 – 15 tablets. I was sitting with my daughter, Alexa, in row 73, who at this time went to sleep and I placed my headphones on to watch a movie.
Approximately 30 minutes later, my husband alerted me to the fact that Passengers A and B were acting inappropriately as he had seen them groping one another (open mouth kissing), which was unusual as they were strangers upon embarkment, and that he was going to report them to the cabin crew at the back of the plane. My husband observed passenger B turn around in his seat to face him and then started to rummage through his bag as if looking for something more. He then got up to go complain to the attendants when passenger B moved over onto passenger A side and started open mouth kissing him. I then removed my headphones and proceeded to closely monitor the 2 passengers, and noted that passenger B was sitting in his seat, facing the back of the plane, looking very unstable and extremely inebriated, unable to make eye contact. They were both talking very loudly and being generally disruptive to all the passengers around them. I continued to monitor them at which point both Passenger A and B appeared to be removing their pants and positioning themselves to engage in sexual intercourse. The passenger allocated to seat 71D then jumped up to go to the back to complain to the cabin crew and I yelled out to my husband to come to the seats to stop them in their behaviour. The cabin crew came to the passengers with their torches and insisted that if they continued with their behaviour they would be arrested. My said that he also informed the attendants about the passenger A and B taking a lot of tablets and that passenger B could possibly overdose. The head of the cabin crew then came to the seats and questioned Passenger B about the tablets stating “you promised us when you boarded the plane that those tablets were prescription medication”- however Passenger B was so inebriated he couldn’t communicate with the crew and just stared at him and shrugged. They were then left alone and their behaviour continued to escalate to which my husband got up again to go and complain to the cabin crew. The passenger allocated to 73D also stated that he was not happy and was going to report their behaviour as well and the passengers in seats 71E and 71F were also very unhappy. At this time, my husband was at the back of the plane for approximately 5 minutes and I was closely monitoring Passengers A and B. Passenger B then appeared to remove his belt and start pleasuring himself, to which I yelled to the back of the plane to the cabin crew to alert them to this behaviour. They came rushing with their torches and once again threatened to arrest the 2 passengers if they did not stop their inappropriate behaviour.
Through the entire incident Passenger A continued to ask for more alcohol, which kept getting refused. Eventually the cabin crew took Passenger A to the back of the plane and left Passenger B in his seat, where he continued to talk to himself, using filthy language and rambling on about suicide. The cabin crew continued to threaten Passenger A with arrest, but nothing was done. Seats 74A and 74C were being utilised by the crew for additional items for the passengers, and when we asked that the passengers be separated, the crew said that there were no other empty seats on the plane and removed the items from 74A and 74C and placed Passenger A in these seats, directly behind myself and my daughter. Therefore, the 4 of us were now surrounded by the 2 passengers. Passenger A then continued to ask the crew for more alcohol, he kept trying to stand up and go to the back, and being as inebriated as he was, he was very disruptive to all of the passengers around him. He then proceeded to pass out, however every 20 minutes he head-butted our seats, and therefore he continued to disturb me, to which end I was unable to sleep, besides the fact that I was concerned for my children and whether or not he would stand up and vomit all over us.
This behaviour continued for approximately 6 hours (between 1am and 7am SA time). Passenger B also proceeded to pass out, however every hour he would seemingly “wake up” and repeatedly try to stand up, however he was unable to as he seemed completely unable to be in control of his facilities. On two occasions he yelled out and started cursing loudly, due to what I can only imagine was frustration of being unable to get up. This too brought no relief from the cabin crew, as he was basically ignored. At one point before the passengers were separated, at the time passenger B was being questioned about his medication, they were searching for the empty sleeves and asking him for his prescription. They took his cell phone and wallet and other paperwork and put it in a plastic zip lock bag. Eventually when Passenger A woke up, he stood up and decided to go back to his seat (71C) next to Passenger B. Both myself and passenger 71D alerted the cabin crew to this and they came to separate them again. Passenger A proceeded to try this 4 more times, at which time the cabin crew again threatened to arrest them. Eventually, one of the cabin crew, a shorter, stockier gentleman with an American accent, came to speak to Passenger A behind me, to attempt to calm him down. This flight attendant used extremely vulgar language and told the passenger that he could do whatever he wanted when he landed and use whatever drugs he wanted to when he got home, however if he continued with his behaviour on the flight, they would have to arrest him. Both the attendant and the passenger should not have used inappropriate language, considering there were children in such close proximity. Passenger B eventually had to be assisted to use the bathroom by another passenger as he was about to urinate on himself. He could not walk at all.
Passenger A seemed to calm down slightly and fall asleep again, whereby he kept head-butting our seats again. To which I couldn’t fall asleep. All I can say is that I am extremely grateful that my daughter was fast asleep. My son continuously woke up due to the commotion and my husband had to shush him back to sleep and reassure him. I di d not sleep at all over the entire flight and my husband slept very little. He mentioned only 5 – 15 minutes at a time, if that. Both passengers woke up for the breakfast service at which time the cabin crew joked with them, asking them if they were feeling better and perhaps needed something to eat. The head of the crew then returned the items he had taken from Passenger B, to which Passenger B asked how he had gotten the items, and the crew member told him he had removed them, which Passenger B said he did not recall a thing. When we landed, Passenger B told Passenger A that if they were questioned, he should insist that he doesn’t remember anything. Both passengers disembarked as if nothing had happened. When we were in the passport control queue, Passenger A approached us and started trying to apologise for his behaviour on the plane, to which I told him to get away from me and my family and that his behaviour was disgusting considering we had children with us.
The trauma of being exposed to this behaviour with my children right there, was completely unnecessary. Not once did a flight attendant come and apologise to us for the behaviour, they also thought that placing the passengers on either side of us was the best solution, placing us in the middle of their drama. As a mother, I was unable to sleep or rest for the entire 15 hour flight as I was alert to their behaviour, as they couldn’t walk and could have fallen on our children, or vomited on our children. The captain never once appeared to address the matter and no action was taken on either of the passengers. The cabin crew threatened to arrest them multiple times and never did. The inaction of the SAA crew whilst in the air was understandable to a certain extent in that they did not want to aggravate the 2 passengers, however they could have placed one of the passengers in the cabin crew area for the flight instead of behind me and my daughter and they should have been detained upon landing.
We were absolutely disgusted and traumatised by the 2 passengers and disappointed by the SAA cabin crew.
I sincerely hope I get a response from SAA regarding this matter.
To whom it may concern
I was booked on a flight from blantyre to durban today and on arrival at the airport was ushered to an empty desk as I was traveling with my baby.
There were 2 new faces behind the desk who took our passports. They kept going back to what must have been a manager firstly asking for my sa Visa which I showed them which they went to the back with. On return they spent a further 10 mins looking very confused on their computer. After which they told me my passport was invalid. I wasnt sure how serious they were as till then they made jokes with me. They then went to call another lady from the back who also was a new face. I fly back and forth every 3 or so months and have been doing so on the same passport for 6 years. They lady came out and continued to speak to me as if I was a child telling me a few letters that had been written onto my passport 6 years ago meant I could not travel.
I tried telling them that I had traveled to malawi more than ten times and never had been stopped but once back in Durban would get a new passport through the embassy. But they barely attended it listened to me. I was furious and hot and the staff put my on the floor then snickered and smiled mocking us and would look glanced at us every so often barely caring that my daughter is not even 1 and my husband was waiting to see her.
Im furious that I wasn’t given any consideration to say this is what you should do and be let off with a warning considering I was traveling with my daughter, coming from a business trip and going home to my husband.
I bought my extra laggage through your call centre but before I could buy the extra laggage I consulted many people there and at one time I spoke to the supervisor and i don’t recall the name.But after that I spoke to IGHSAAN and i asked him whether the price is inclusive of the flight from Wuhan China to Johannesburg since my wife is travelling that distance and he said he is 100% correct.I reiterated again and he said yes it is inclusive.I then purchased the extra bag of 23Kgs.Had he said it does not include the other part of the trip I was not going to purchase it.Now I am being told that I must pay again for the other part from Wuhan to Hong Kong.How can i pay one trip 2times laggage .Is that fair.I put all the blame to SAA because they misinform me.When I purchased my ticket it was from Wuhan to Johannesburg so if i am to pay laggage I pay once not two times.My wife will be in problem now and she is suppose to travel on Monday 17-09-2018 and this issue of extra laggage hasn’t been solved.
I In November I bought a single ticket through flightsite from Johannesburg to Entebbe reference 0835752692828.
I later cancelled that ticket and bought a return ticket. I have been communicating with the manager Desiree Douman and Charlotte Bezuidenhout. with regards to my refund. The latest response I got from them was that , they are waiting for SAA to refund the ticket.
I am very much aware that you don’t refund tickets that were bought through agents, but because they are saying the delay is from SAA, I have decided to approach your company directly.
As soon as I get a direct email , I am going to forward all the communication.
My sister and her 15 month old baby are travelling from Melbourne to Harare. First the partner airline of SA took the stroller and never handed it back to my sister at the time she boarded the second flight in Perth, Australia. The flight from Perth to Johannesburg was delayed by 34 minutes and she was denied boarding while the ground staff kept making fun of her as she was running with a baby and three bags with no stroller and no one to help her. On requesting to be booked on the next flight, she was not given the next flight out to Harare but the one after that, making her stay at the airport for over 8 hours. The food vouchers she was given were not enough and she had to pay over 20USD to cover the food bill for the baby.
In this sorry episode, the most significant thing is the lack of compassion for a mother traveling with a baby. Not even a stroller available to assist her. On top of that the rude behavior of the staff and poooooor service. they did not appreciate the fact that she has been travelling for over 18 hours already.
This is certainly the last time any of my family members or friends will use this pathetic airline. There are many more airlines that have more decency to deal with this kind of a situation. I am certainly going to make more complaints with all the evidence of boarding passes and delays incurred and reflected on the websites of SA.
Truly the worst airline and the worst experience with SA.
My family ( 2 adults and 2 children aged 9 and 13) flew from Johannesburg to New York on SA203 on 21/06/2018. We chose SAA as it was a direct flight.
We were pleasnatly susrprised to find such competant, friendly and professional crew onboard.
About an hour into the flight, the onboard entertainment system failed. The staff tried to rebooted the system several times but nothing worked. They dismissed the situation and did nothing extra to compensate. Luckily we had our own entertainment with us.
On the return flight, only 2 of the 4 monitors worked, so we had to keep switching seats throughout the flight. This made things quite uncomfortable for us. The crew, once again, dismisssed the situation without compensation.
Considering that this is considered to be the best plane on the fleet, we are quite dissapointed with SAA as we were ashamed at how we compare internationally. The plane looked dated and and in need of an upgrade. Some of the seats and the onboard entertainment system needs to be replaced. All this and more would have been overlooked if the staff were better equipped to deal with situations like these so that the passengers do not become frustrated.
Dear SAA Customer Service
As proud South Africans travelling with our local Airline we have been ashamed at how we compare internationally on the recent flight from Johannesburg to New York – SA203 on 21/06/2018
The inflight entertainment did not work on a flight for 15 hours and 40 minutes .
Dinner was served an hour after take-off the cabin personnel vanished and we were only served breakfast again 1,5 hours before landing – 11,5 hours of no service , not water, coffee or a drink. On a recent flight to Europe with KLM/Air France there was snacks/drinks/coffee available all the time and the attendents were at least visible and one could ask them for something if you did not want to go to back and help yourself.
One would have thought that the plane’s entertainment system not working the personnel could have done a bit more to make the flight pleasant.As an airline which is already under pressure and (whom according to your Sawubona magazine) have turned round and have stepped up your customer service and supplying in customer’s needs, you have failed dismally on this occasion.
Good day
South African Airways strives to inspire their customers with African hospitality in every detail, every time. Commitment to thier passengers.
Unfortunately the above statement is not reflected in SAA staff at OR Tambo airport , I was travelling from OR Tambo to Kimberley, My flight was scheduled to depart at 9:50 on the 14 June 2018, arrived at the airport at 8:10 and checked in around the same time , had an excess baggage and required to pay for the excess baggage, unfortunately had to wait for more than 20 minutes at the sales tickets office were was supposed to have paid for excess baggage, i realised that the time was against me and went back to the check in counter , I was then told that I’m not going to make it for my flight and should book another flight, which I didn’t. The lady who assisted me was rude and very casual, and so unprofessional, she was chatting on WhatsApp and she didn’t bother to provide assistance. Her colleague seating next to her was also rude. I missed a flight due to your staff incompetence. I had to drive for more than 6 hours and my money went down the drain. Your service is shocking and the SAA employees are so unprofessional, might be generalizing but the fact of the matter is that it’s not for the first I have experienced this.
Chances are you might not respond to my email, but I felt I should bring it to your attention. I’m so disappointed with how I was treated by your disgusting and unprofessional employees.
On 10 November 2015 I booked a flight on Voyager Awards program. The Agent specifically told me that if I cancel the ticket, I shall loose my Voyager miles for the booking, but that the taxes (R7175-44) will be refunded. On this basis I booked the JourneyBlitzAward.
When I tried to cancel, I was told that there is no refund at all. I have checked the rules and this is true. There should be no refund.
However, on the basis that I was told that the taxes will be refunded, I want the taxes back, despite the rules. I specifically asked, and I was told in no uncertain terms that the taxes will be refunded if I cannot make the journey.
I have complained about this before but I get no reply despite promises that they will respond within 10 working days.
To whom it may Concern
The space provided here will not be adequate enough to state just how disappointed I was in the service provided me today at O.R international. I was suppose to fly to Kimberley with SAA at 5:25pm today the 24th May 2018. However the flights were grounded and there was no way out of johannersburg for me and many others. I had just arrived from a long flight from Riyadh Saudi Arabua and was looking forward to going home to my family. To my surprise all I got was that the flight was grounded. I was stranded. I burst into tears on the airport and felt completely lost and alone. None of your staff made me feel the slightest bit of eas or even tried to reasure me that I would have a place to sleep tonight and eventually reach my destination. I’m so dissapointed and hurt today. I’m from Kimberley South Africa. I work in Saudi Arabia. I’m a frequent SAA customer because as u know if u fly from Kimberley to Johannersburg you don’t have a wide variety to choose from. I have never experienced any thing like this and even though it 20:00pm right now I still can’t find rest as I just wanted to be with my family right now. SAA I am utterly dissapointed and I expected an email/ phone call/ SMS to apologize for the fact that we could not reach our destinations today however I received nothing. I hope I get a response to this because I am so dissapointed I honestly feel like telling the world about what happened today.
My husband recently flew from PE to OR Thambo flight SA8462 on his arrival his suitcase was literally broken now are you SAA willing to reimburse him for this I would also like to upload a pic of the suitcase so that you can see how your people handle our belongings that we work so hard for, it’s absolutely ridiculous the disregard and disrespect that your employees have for other people’s property you need to check your staff
Good evening
My name is Mrs Farber
I sent an email to your company end of March and still NO ONE has made any contact with me at all.its a total disgrace and I will never fly SAA AGAIN AND HAVE TOLD MANY PEOPLE NOT TO
The tickets were for mrd m farber and my daughter hannah farber ticket number 0832128943377 and 0832128943378 flying from Capetown to Johannesburg. LOC WSQJMP 101-77490140. The ticket said the flight was booked for 28 march at 0620 SA 308. I was suppose to leave on the Monday 26 march but there was a huge traffic jam and i missed my flight.I was desperate to get home for work but all flights were sold out. So I landed up paying R10000 FOR TWO TICKETS BUSINESS CLASS as that was the last availabilty. She told us where to stay overnight close to the airport and told us to be at the airport at 5 am the next morning tuesdat 27 March. WheN we arrived at the airport the ticket the saa lady by mistake issued it for 28 and NOT the 27 march!!!!,
The woman at SAA . admitted she made a mistake and would follow up but NEVER did I landed up losing more money -my transport in Johannesburg and half a days work and they could only put me in economy so I paid so much money for the ticket, totally ripped off and lost money Its a disgrace that no one has contacted me
On 9 Jan I made a flight booking from CPT to MUR for the 5th of May. There were various flight changes and ultimately my CPT JHB flight landed when the JHB MUR flight was boarding. Although making it to the gate 20 minutes prior to departure we were told the gate was already closed and directed to a team leader at the check in counter. They made alternative bookings for us the following day and provided us with overnight accommodation at the Southern Sun at OR Tambo. While this is all good and well my issue is I paid for accommodation in Mauritius as I was meant to be there as of the 5th. I do not think it is fair that I am not compensated by SAA for this. After speaking to the CareTeam I was informed I should ensure there is a 2 hour waiting period between connecting flights. This should not be my responsibility but SAAs as they make the flight arrangements and not me. In addition my luggage was left in CPT but this was retrieved before we left for Mauritius. Honestly the worst experience I’ve ever had. Cut my vacation short & paid for an extra day of accomodation although I wasn’t even at my destination due to SAAs blunder.
My sisters had flight booked from Jhb to Bloemfontein, flight 1011 was cancelled and they were promised room on next flight 1013. However, when flight 1013 boarded, they were told there is no room. They were only able to get on flight 1017 only to find their luggage missing when they reached Bfn. Six hours lost, we waited at Bloemfontein airport for hours and still had to pay full parking. Staff members were rude, unhelpful, unapologetic and incompetent. Food and ticket vouchers were promised and never given. No consideration or understanding. Both my sisters are frequent flyers from Canada and England and lost half a day of their week visit thanks to SAA. Luggage still missing with staff seemingly clueless on where it is.
We were booked to fly from Tampa to Cape Town via JFK on March 21st 2018. On the afternoon of the 21st I received an email from SAA saying the flight was cancelled due the the storm. I immediately called SAA and after being on hold for 64 minutes was told the first available flight was on the 23rd. We had prepaid accommodation in Stellenbosch for a reunion from the 23rd-26th, bu t said okay to the 23rd. The agent then told me because we had not booked directly through SAA I would have to contact my original booking agent (Orbitz). Their agent Sid was on hold for a further 90 minutes by which time the first available flight was the 23rd, getting us there after the reunion. He was told by SAA that there is no refund but a non-transferrable voucher would be issued for use on the identical route within 12 months of the booking date (Jan 10th) We then booked on Delta for $2990 to get us there on time. The only way we can use the voucher in that time frame is taking unpaid leave. I think SAA should show some goodwill by giving us an open ticket for the original value to use at our convenience. After all we did not cancel the original flight.
Recently flew jhb to beira (Saturday morning SA 8214. 10 March)
On boarding the plane on the runway I left my bag to be stored in the hold. On arrival I discovered that my bag was opened and stuff stolen. Very disappointing . Sad to think that your staff are not honest.
I rarely complain, but this time around I can’t just keep in any more. I am very disappointed with SAA for losing my baggage twice within a space of a week. On 1 March 2018 my baggage did not arrive with me on Gaborone Flight SAA1783. I arrived at 1640 hrs and was asked to wait for a 1920hrs flight which only arrived at 2100hrs. Lost baggage reference GBESA51335. I then travelled on SAA1770 on the 10th March 2018 Gaborone to Johannesburg only to be greeted by a Couresoul 7 without my bag. I was informed the bag will be tracked soonest and will be forwarded to Pretoria where I was heading for work. Lost baggage reference JNBSA43950. This is totally unacceptable. If you can not provide the customers a flight big enough to accomodate them and their baggage then what’s the point. I have meetings on Monday and no formal clothes to wear. After phoning Sunday mid morning a lady at the desk just says ‘we are still tracking’. Two days to track a bag from Gaborone to Johannesburg! I am really dissapointed in you SAA. You are no longer the SAA of yesteryear!
Luggage mishandling by your staff. I flew from Kimberley Airport to Johannesburg OR Tambo int. on 02/03/2018. To my disappointment my travelwise luggage bag was mishandled to an extent that I now have a bag that does not have complete wheels. My luggage no: 0083942822 and i was on express flight no: SA1108 . When i tried lodging a complaint at the OR Tambo I was informed that I might not be compensated. Unfortunately i will not accept that as your airline ticket are expensive and your staff has no respect for consumer goods.
I was on a flight from JHB OR Tambo Airport to Upington airport on Sunday the 4th Feb 2018. I advised the cabin and ground crew that my laptop bag cannot go under carriage as I have 2 laptops and 2 cameras, and my personal documents in the bag. The ground and cabin crew was adamant that my bag will go under carriage, they then spoke to the female pilot on the flight and she was absolutely rude and I mean rude, she advised me in the end that she will be putting me of the flight and that is it. I then replied to her, I will remove the stuff, there was no space at all in the overhead compartment to place the stuff at all. I had to keep it all on my lap the full flight and I was seated in 3A single seat by the window.
There was a German couple on the flight that each had 3 hand luggage with them, and they where accommodated and took up a lot of space with their luggage.
I might say that you SA Airlink ground, cabin crew and female not a good example of your service that you right fully brag about.
Might I say my company paid for my return flight R7580.00 and that is not cheap at all and to be treated like a dirty wash rag!!!!!!!
With that said I will not be ever flying with SA Airlink to any destination I would rather the distance, as to be treated with disrespect is shocking to say the least.
My name is Nathaniel,regular frequent flyer and my voyager member is 31948190 and flight number (SAA 264 to Munich,germany).I am at the moment flying to switzerland via Munich and my seat allocation is seat 65D. It come to may surprise that where I am seating I was the only one occupying the three seat with no passage next to me.To my surprise the senior Cabin crew by the name of Ms Nicolette told me that there is no way that I can seat alone in those seat without talking to me nicely.So she said that the is a lady who got a baby and she would prefer her to come and seat with me since the seat were unoccupied.I said it’s fine she can bring the lady with a baby,but to my surprise she brought another guys who was seating elsewhere where he was allocated to seat on.Now when I asked her (Ms Nicolette she said to me who do I think I am coz she is a senior cabin crew and she can decide who can seat where at anytime.Now I am raising this matter to YOU SAA coz to me it’s not fair bcoz she never talked to me nicely .First of all I never asked for those seat ,I was lucky to have them since all the passengers were allocated to their own seat that they have paid for.Now she forcefully brought someone to come and occupy those other seat and was making me feel that I am not entitled to have those seat.
I however raise this complain to SAA about the matter as I am a regular frequent flyer and the way she treated me was not acceptable because she was very rude and screamed at me in the presence of tourist and also she is a senior cabin crew.
Hope my complain will be escalated to management as it is now in our country we are fighting the virus of racism and this is happening in our south African airline in front of tourist. What message is Ms Nicollete sending to white people who are in the flight….(to me it’s like black south African are nothing and needs to be treated as monkey like what happened in H&M about a small black child.
I am not happy and I feel I have been humiliated in our national airline carrier in front on tourist.
One of your cabin crew swore at me simply for having part of my knee in the aisle Brandon Fester.I use SAA frequently as do hundreds of my employees.After a quick search I am not the only person he offended.My employees and associates will never fly again.We spend more than 150000 dollars per annum with SAA.His anger and total indifference is unacceptable.I expect severe discipline.He is unable to control his anger Thus he Must lose his job..
On 9 December 2017 we flew from Johannesburg to Hong Kong on flight SA286, which was supossed to depart at 17h40. We boarded the plane from 16h55. There was no aircon on the plane and we had to sit in the heat without any water even being offered to us until about 18h00 when we took off. But that was not the end of our hell flight, since there was still no aircon on the plane. When we reached altitude at 18h25 I asked the stewardess who was passing to the back for water. She simply ignore me. Her name was Ntenze Thabalala. At 18h32 I went to the back to ask for water and this Ms Thabalala, another man steward and female steward at first refused to give me water and said I must wait for the trolley. Only after I basically begged for water did they give me a glass of water. The entire flight had no aircon all the way to Hong Kong!
Our Colleague Mrs Emma Phiri Chipokolo was due to fly from Lusaka to Sydney on the 25th October for the Launch of The Charity Global Links Medical Foundation in Sydney on the 28th October. Emma is a Professor of Dentistry as well as teaching she is also a volunteer and has travelled many times on SAA and other carriers without problems.
At the Airport she was told that they would not board her as there was a problem with her ticket. My colleague spoke directly with the person at Lusaka Airport who was quite short in his answers and refuse her boarding. We contacted Emirates who issued her a ticket and Emma arrived in time for the Launch.
Now the problem after five Emails and multiple calls to the Sydney office we are still no further on from an answer, although the Emails state that they will respond within 10 working days none has been forthcoming My first contact with the Sydney office, I was told that there appeared to be no problem with the ticket but I had to communicate with SAA to resolve this problem. I have tried many times to call directly but left on hold for too long a time.
I have all the copies of the Ticket, booking, passport etc. and can not find any reason that she was not boarded. The problem Sydney says they cannot resolve the problem and can only be done with SAA head office who will not respond to my communications. Can anyone help us to understand why SAA do not respond, Thank You.
I received an email Xmas day special $1 950 Perth to Cape Town to 30 September 2017.Called SAA to book 3 tickets a few days before 30 September was told they only have more expensive seats left.,and that I should call a travel agent. The reason why we so desperately want to go as my daughter wants to visit her grand mother and uncle that has cancer. For the record the travel agent on the 30 September had seats at this price.When I complained about it received mix messages on 2 different occasions when I called Perth SAA Office.
One employee said the tickets should have been available to 30 September 2017.Another told me when I called that if the travel agent has tickets SAA would have the same and that the only difference to the costs should be the taxes because of the exchange rate.Wrote to SAA customer service which did not bother to reply but prides themselves on customer service. After not hearing from Customer service admin in Perth said they will ask them to reply urgently. Received a response sorry for the late reply a reply that was never forthcoming. Told me to call Johannesburg where the fare was R41 000 approximately $4 100 each. SAA customer service is totally and utterly appalling. I have emailed the Manager customer service a few weeks ago but no reply. Just cannot even expect a reply.
Booking reference: 6PL5WZ
Record: 6PL5YZ
E Ticket: 0832127145074
CASE REFERENCE NUMBER: 201700338031
Penny and Tino Motlaung both dealt with this as did Gladman and Rogers.
I was finally sent an example, not my original, of the online bid page. This is different to the online page I filled in an amount R300 for Both Passengers.
Common sense will tell anyone that there is no possibility of me bidding the full price of a Business Class ticket after I already have paid up Economy Class tickets.
I am absolutely convinced that I am the victim of fraud and will take this matter to court if necessary. I am extremely disappointed at being fobbed off as a mampara without even documentary proof.
Charged full Business class ticket for R300 online bid upgrade on two tickets
Received email to invite me to make an online bid for a business class upgrade for two passengers ,PE to JHB.
I bid R300 for the two passengers.
I received an email stating I was successful one way, and then another email while overseas that the bid was successful on the way back.
Back home I discover that I am now charged the FULL BUSINESS class ticket price on both tickets.
The domestic flight was therefor more than doubled for two passengers.
I have spent two MONTHS of Customer Service enquiries, and finally told that I bid the full price of a Business class ticket- to the cent-, on the upgrade. No proof of my online bid has ever been presented, and I have been shafted through every department all referring to someone else.
When I already have in my possession two economy paid up tickets, how can SAA conclude that I bid the full price of two Business class tickets for the online auction upgrade.
This is blatant fraud….and I’m given the run-around first degree without any proof that I authorized this.
Dr WFS Gibson
Flight SAA 0223 from Sao Paulo to OR Tambo on Tuesday 08 November was generally pleasant , as is expected in business class of any airline – Good service, average-to-good food and drinks, etc. The problem started about 1 hr before touch-down, when I noticed that I had either lost my mobile phone or it was stolen, whichever is applicable.
Fact 1 : I was reading an e-book on my mobile phone on board. Once I got tired of reading, I put my phone in the pocket of my pants, reclined my seat to almost full horizontal position, and slept.
Fact 2 : Before sleeping, I had consumed a fair amount of Johnny Walker Black whiskey, but the amount of alcohol I consumed was not excessive to the extent of compromising or distorting the capacity of my memory.
Fact 3 : I went to the toilet about 5 times during the flight, owing to the alcohol I was consuming.
Fact 4 : After realizing that my phone was missing, I immediately reported the matter to the first flight attendant that was walking down the isle. She immediately joined me in my search for the phone : under my seat, along the isle, all areas immediately close to my seating area, etc.
Fact 4 : I even checked the toilet, my laptop bag, in the overhead luggage compartment area, etc. but my phone was missing.
Fact 5 : I was the last passenger on that flight to disembark. The entire flight crew assisted by bringing the services of at least 3 flight engineers/technicians to dismantle my seat and look under/around the seat for the phone, but nothing was found.
Even when the plane hit the ground, no free object slid on the ground of the isle, as I was led to expect.
With all facts considered, I made one conclusion : The phone slipped out of my pocket, and someone took it – In business class !!!!!
This is where I am deeply disappointed with SAA. How does an expensive phone like a Samsung Galaxy S7 Edge just disappear in business class ?
Please SAA, I need to be compensated for my missing phone.
I boarded a flight to Kimberly from O Tambo airport on 04/11/2017 17:30-18 for 17:30 on business, I did not have my luggage bag upon reaching Kimberley and no one knew where is. On the 5th of November I must work but I have no professional clothes nor hygiene cosmetics. I am extremely inconvenienced personally and professionally. I require the whereabouts of my luggage and delivery of them ASAP and to be compensated for.the airline’s shortcomings. My organisation will be notified as well.
Dear South African Airways,
I am very disappointed as I write this. My flight from Ghana to Joburg, SA 53 left late in Accra and this contributed to my missing my connecting flight in Joburg to Cape Town coupled with immigration delays.
After I reclaimed my baggage to check in at your counter, I was told it was a Mango flight and asked to go to the Mango counter. The agent at the counter refused to check my luggage in even though my colleague who was being attended to by another agent had his checked in. As we got to Mango, their check in counter was closed and I was refused boarding because I have a bag I needed to check in.
I was then asked to visit your ticket sales counter where unfortunately I was charged 770rand for the next SA flight due to no fault of mine.
I find this very unfair and will like the right thing to be done, ie, refund of my 770 rand paid from Joburg to Cape Town on SA 323.
Last Tuesday 17th Oct 2017, flew SAA from Bulawayo to Joburg, then SAA Joburg to Perth. Had cling wrapped & locked both suitcases. Noticed cling wrap & baggage tag not on one suitcase as it came off Perth Carousel but took no notice as in a wheelchair & needed assistance to check in for Adelaide Flight. On unpacking suitcase in Adelaide notice lock was broken off and satchel with our granddaughter barbie dolls & jewellery we were bring over for our daughters was gone. Thankful my 3 month supply of medication wasnt taken but disgusted that someone went through suitcase & stolen something out of it that meant alot to us. Something needs to be done to up baggage security as people think their bags safe when checked through & they not!! Would appreciate feedback on this.
My fiancé and I booked our return flights to Perth on the 13th of December 2016. Our booking included seat reservations. We chose SAA due to the fact that it was the only direct flight from South Africa to Perth. On 5 September 2017 we noted that we were able to select our seats, which we then did. As we chose seats in the exit row, we were required to pay an additional fee. We did not mind paying the additional fee as we needed the extra space, due to the fact that my fiancé is tall and he will be comfortable if he had more leg room. The website of SAA requested us to pay within a few days; however when we selected payment the amount reflected in a foreign currency (krone) which SAA did not recognise. We were therefore unable to proceed with online payment. I telephoned customer care and was reassured that we will be able to pay once we depart and that we will receive the same seats we selected. A few days after the call we checked and noticed that the seats remained the same, therefore believing the consultant. On the 21st and 22nd of September 2017 we checked our seats which were changed to different seats in the exit row; although we weren’t entirely happy about it we accepted it because it was still in the exit row. For clarity I once again called customer care and explained to them my concerns. Customer care could not clarify the problem and requested that we visit the airport itself. The online confirmation likewise stated that the seats we booked and had been paid. We commuted to the airport, from Pretoria, on the 23rd of September 2017 and spoke to a consultant; he assured us that the exit row seats were ours and that no payment was due. We requested something in writing, which he then gave to us as proof hereof. On the 26th of September 2017 we checked the online booking and noticed that our seats selection was now “Not preselected”. My fiancé emailed [email protected] on the same day, till this day we haven’t received a response. Furthermore, when we checked in at the airport, on the 28th of September 2017, we were informed that we have seats near the back of the plane, in the middle of a four seater and that it was the only seats available where we could sit together. We then explained to the consultant the situation and showed proof of our booked seats. We also spoke to the Team Leader, which was not at all accommodating and ultimately through his hands in the air. Apparently a family of four checked in before us and received our seats. SAA stated that they couldn’t change their boarding passes. Their response to our dissatisfaction was that we call customer care. We then asked to visit customer care at the airport, which they then responded that there is no customer care service at the airport and that we could only contact them using our own sources. With all due respect to SAA this is totally unacceptable and nauseating. We had a problem and we weren’t assisted or accommodated in any way.
I am really disappointed by the customer service of the SAA.
Recently, I booked a return ticket from London to Gaborone (via Johannesburg). My ticket was purchased on the SAA website. On the way back, I had an additional piece of luggage that I also purchased on the SAA website.
When I arrived to the airport in Gaborone, I was told that the airline sold me an extra luggage only for the Johannesburg-London leg and I need to pay extra for the Gaborone-Johannesburg leg of the flight. I paid.
When I returned back, the SAA customer service told me that I was charged wrongly and I need to be reimbursed, however, since the flight was operated by the South African Express Airways, the SAA are not willing to assist with the reimbursement.
Thus, despite I booked the ticket from the SAA website, despite them charging me for additional piece of luggage, now they are unwilling to take any responsibility for the flight they sold me the ticket for and are sending me to the third party that does not reply to my emails or complaints.
This is a very unfair treatment of the customers and in the future I will do my best not to fly with the SAA again.
Returned from the UK on Sunday 17th September, only to be informed that my connecting flight (SAA) on to Durban had been cancelled. This is the second time in a year that when returning from abroad, our early morning connecting flight to Durban had been cancelled. This with no pre warning or anything. This created such a headache for me, as I then had to inform the people coming to pick me up, to change their plans. This is unacceptable, as the airline have all our contact details. Is this just typically SA(GOVERNMENT) attitude of not giving a damn. In future I will insist on booking with your opposition.
To whom it may concern,
I have been trying to get a reimburse on my daughter’s ticket from SAA but unable to.
On August 3rd, on the check in counter the SAA assistant said that the ticket TWHNA4 was not valid because her name was incorrect. Thus, this ticket was issued at SAA in Angola and her passport was shown.
We were forced to purchase a new ticket on the 3rd (date of departure) as per reference number: LTZQYV so my family were able to fly.
Now I am requesting the reimbursement of the ticket that was not used and no one gives me a feedback as it’s been more than 1 month.
In addition, my daughter’s name was spelled twice incorrectly, on the reservation TWHNA4 and LTZQYV so why they did not allow her to fly on the first time and made me purchase a new ticket still incorrectly if both mistake was made by a SAA worker?
We even had problems returning to JNB from Angola on August 18th because her name was spelled incorrectly for the second time and waited in the counter for over one hour to clarify this situation.
Regards,
On 11/08/2017 I tried to book 2 tickets online. When entering my credit card details I got an error: “The website is not available”. I tried twice and received the error both times. I went to Checkers and bought myself 2 other tickets swiping my card and received the tickets in my hand, refusing to struggle with website errors. On Monday, 14/8 when I returned to work, I received 2 tickets that was not booked online because of the error message. I immediately informed SAA and spoke to Albifuno who said this issue is escalated to the finance dept. On 31/8 I received notification that the refund will be done but the cancellation fee is still billed. I demand a full refund as the booking of the tickets was not completed on the website but the booking was processed despite of the website error message. I spoke to Barbara snr in charge of the refunds dept. on 06/09 and she referred me to the client service dept., who initially send the query through to the finance dept. I regard this behaviour as fraudulent and totally unacceptable.
Flew with SAA from Cape Town to JFK on the 30th of June 2017. The TV’s weren’t working and the food was unacceptable. I requested a vegan meal because of dietary restrictions and when food came they gave me dairy to (which I am ALLERGIC to.) For 15 hours I had no tv and we were told that it was everyone is that row had no access and that there was nothing that they could do about it. We complained to attendants but zero change. I flew back on Friday the 21st of July and had the same problem again! No tv’s and no food. (They gave me yogurt etc…) The women next to me was extremely overweight too. The arm rest between the two of us couldn’t go down as well as the table top. I only got have of my (highly expensive) seat that I paid for. COMPLETELY unacceptable.
I just spoke to a Voyager consultant in your call centre regarding a potential mileage redemption for use by myself and my two daughters (CPT – JFK). The point of my call was to try and ascertain what the total mileage would be plus all associated costs. That’s it, nothing more. Just “dreaming” about a surprise trip, if I can afford it. We worked on approximate dates so the assistant could give me some numbers. It was very quickly determined that under the “new” Voyager program my current millage of 346,047 was insufficient to cover the tickets of 203,000mi each
At this point I asked about Journey Blitz as It tabled substantially lower rewards online. Her response was she can only work off her system and I should check on-line. Whilst talking to her I did check online and asked for clarity as there was discrepancies between what she told me and what was indicated online. I also looked at the Star Alliance redemption offer for a Southern Africa to North America region to see how many miles they would require. Again it was insufficient at 150,000mi each. The next thing I receive an e-mail to say a redemption was done. To my surprise I checked my millage and it is down to 196,047, so 150,000mi were deducted.
I called your Voyager centre again and spoke with a consultant explaining that I did not request a Star Alliance award to be issued. It is simply ridiculous that I would do it, since;
• do not have enough miles for the three tickets
• have no formal travel dates
• have no formal flights
• have no idea of the fees and total associated cost of such tickets I would be liable for
• furthermore I do not even have visas for my daughters or checked school holidays
Surely one will not redeem an award under these circumstances. The response I got was “On my side it shows it was redeemed. You have to pay a R210 penalty to have it reversed…” Attempts to explain the situation again got me nowhere. I then asked to speak to a Supervisor or her senior. I was transferred to a person who answered the phone with “Give me your credit card number.” Needless to say I did not and explained the situation again as above. Again the response was “On my side it shows…you have to pay a R210 penalty to have it reversed. I again asked to speak to a senior person that can assist. I was provided with the no 011 978 2888 to call for further assistance and then this person put the phone down in my ear when I asked if this is not the same number I called in first place that logged me into a voice prompted system.
Needless to say the above number has the standard “we are experiencing a high volume of calls” voice prompt and after approx. 10min I put the phone down.
Surely this cannot be how you conduct business.
I am an extremely seasoned traveler who had the privilege of being a platinum member for a few years running under the old Voyager program and require your urgent assistance in this regard, or I will be forced to take whatever action to bring this type of conduct into the public domain.
Recently took a flight from South Africa to Heathrow, flight SA236.
NOT impressed at all, TVS weren’t working, air conditioning was not on, so for 11 1/2 hours there was no TV and I can honestly say it’s the most uncomfortable flight I’ve been on…
then when going back to South Africa on a different flight SAA237
Same thing.
You pay all that money and travel such a long way. I chose SAA because I am South African.
NOT IMPRESSED AND WONT BE FLYING YOUR AIRLINE AGAIN!!!
Something needs to be done please.
There are people with young children on that flight, not fair to them either. In fact not fair to anyone.
A very bad experience travelling from capetown to Mauritius Via Johannesburg last month with my whole family.We have never been so stressed and this bad behaviors of the staffs from joahannnesburg counter.
We travelled from cape town and my child felt sick on the flight with a very bad ear pain and with no help of any assistance.Once we reached in johannesburg we had 1 hour to catch our flight to mauritius.We stopped at the pharmacy got her medications and she was on a very high fever.We rushed to go on the terminal and boarding area which was so complicated and though we told the checking area that we are in a hurry and help us to the flight area they refused with a very bad attitude.My dad is over 70 and he also started a panic attack.As we were 10 people altogether one of us ran to the boarding area where the officer in charge an arrogant man and a lady asked my sister with her kids to board right now and leave us behind as they are closing the gate.She announced them that we are just 3 mins behind as we have 1 child sick and an aged person and we got lost in finding the gate amd limited time.
While we reached the man starred at us and said to get lost!!!I asked what are you saying Sir?He said i am removing your luggages right now and find your ways to go back to your country!!we begged the lady to let us get in as already we are there and for my child sake let us get in time in the country as she needs immediate treatments.
The lady told us i am sorry but the officer already removed your luggages so now you need to pick the next flight..Cried and begged for sake of my child but he turned his face off..
We were shattered spent hours in rebooking a flight where the counter officer said its not their job to call pur travelling agency to do so.They refused help!!Never seen so bad service of a SA flight!!!Its a shame.
We bought all our tickets and managed to take the air mauritius flight back with great assistance.
Back in the country and my child is undergoing for 3 surgeries with a very bad ear infection which she had to bear through all these waiting hours.we went on a holiday which this SA flight back made a nightmare.Our suitcase were opened and robbed in joahannesburg.Money ,camera all been removed from our bags.Its such a shameful act.
I dont want anyone to go through all these bad moments we went.
Horrible with a broken heart.
Am very disappointed with the SAA. Upon my return from Benin, i arrive back home to a missing luggage. Take all the necessary steps and claim. Then i am being spat on the face with a gesture of goodwill. Crazy i tell you. All my valuables are gone, my contact lenses, my glasses. Medicat aid aint going to cover that stuff. I now need to wait 2years to get glasses. The service was horrible to say the least!!!
Good day i flew from Lusaka to Jhb on flight SA 65 today 20-07-2017
All went well until they start serving so food.
The flight attendant asked if i want chicken or pap and wors. I choose chicken but received pap and wors.
I just left the food without eating.
I was bit disgusted with the lady but her attitude towards other passengers was even worse.
People going to the toilet were told to wait until she was finished with what she was doing. She was slaming doors in the kitchen and her overall attitude was not what is expected from an airhostess.
I have traveled a couple of times to Zambia and this is the first time i have experiance such behavior.
I think all SAA personel should also try to talk a bit softer to each other on the flights.
Other wise i am quite happy from the service i have received from SAA.
RE: Complaint Flight SA186 (Wednesday July 12, 2017)
From a rebate traveler (Abdulkarim Max Cabir Seat 16C) who was made to feel as if he had no rights of being onboard a South African Airways flight.
On flight SA186 Wednesday July 12, 2017 from Johannesburg to Dar Es Salaam I experienced a level of disrespect that I have never encountered in my 25 years of travelling on South African Airways. To make matters worse I felt unsafe and threatened by the Senior Person Onboard Mr. Vitor Da Silva who chose to physically and verbally abuse me.
Mr. Vitor Da Silva made the announcement to switch off all portable devices including cellular phones to which I attempted to comply with however my mobile device was experiencing a technical problem to be precise a screen freeze; as I continued in my attempt Mr. Da Silva approached me and to my amazement he grabbed me by the arm in a threatening manner and proceeded to tell me to switch of my cellular phone. I was astonished and afraid at the same time as he then proceeded to walk away. When he returned to my seat I said sir excuse me, the next time you address me please don’t grab me by the arm I think you can convey your message with your mouth not your hands. He walked away and returned to me a few minutes later asking me to escort him to the front of the plane. I complied with his request and followed him to the front of the plane. He proceeded to tell me the following “Mr. Cabir that’s your name, I was going thru the flight log because I wanted to see who you were exactly and I am not sure if you are aware that you are rebate traveler correct” to which I responded yes, he continued “as a rebate traveler you should have been informed that I am the senior officer on this flight and if I choose to ground your rebate ticket I can and I can prevent you from flying with South African Airways ever again”. I said sir that’s your prerogative but if you put your hands on me again I will address you in the same manner; rebate traveler or no rebate traveler or business class whichever way you choose to put it but you don’t put your hands on me period. He said fine I will report you as soon as I land and make sure you never fly SAA again.
Apart from physically abusing me he then verbally threatened me however I am not shaken by his threats just because I am rebate traveler and I don’t think he understand what that means maybe he should go back to training and be explained. I am not any less of a passenger compared to others on board the flight and Mr. Vitor Da Silva what you made me understand is that if god forbid an issue was to occur onboard whether it be safety or otherwise related you would choose to prioritize business class passengers then economy class passengers depending on their class of ticket and then rebate passengers correct. You should be ashamed of yourself because if someone in your family had been treated like you treated me on board and if they were travelling under your rebate I believe you would be extremely upset. Mr. Da Silva made it a point of letting me know his rank SENIOR PERSON ON BOARD as he stated but maybe someone should review that title because his actions did not reflect the leadership required by someone holding that responsibility.
Today Mr. Da Silva has tarnished the good opinion that I had in reference to South African Airways and maybe it doesn’t matter to management because I am a rebate traveler on this flight however I just felt the need to vent and express my complete disappointment.
Yours Sincerely
Nobody (Just a mere Rebate Traveler)
I have been waiting since 26 April for a refund on my flight due to your SAA strike. I was forced to Buy a flight ticket from another airline as all flights was cancelled. They are refusing to refund my unused portion of the SAA flight I already paid for, they say they can only refund me for the additional ticket I bought. This is ridiculous, as I have already paid for the SAA ticket IN FULL, and was unable to use the return portion. Yes, I agree they have to refund me for the additional ticket BUT also for the unused portion of my return flight, as I did not get to use it, and has been out of pocket for the additional ticket I bought since 26 April until today, since I have not been refunded for this ticket, nor for the additional cost of waiting at the airport nor for the additional cost of the parking at OR Tambo. I have just about had enough of this incompetence, and I demand to be refunded in full. Nobody ever answer the phones no matter if I hold 2 minutes or 2 hours!!!!!!!!!!!!!!
Case number Case 301081, responsible person Mpho Stewart
Re: Terrible Customer Care Service – Case:00291933 & Case Reference Number: 201700291933
Good day
I have been struggling to get any assistance from SAA since March 2017..
This is such a simple request. All we need is an invoice relating to a refund received.
I have sent numerous emails ,called and the lady my that has been assigned to my query for the second time is not assisting at all the second time around. I have requested a call back from Philile Gama as she was not available to take my call and sent emails but the customer service is just terrible.
Such terrible service from such a big airline service.
I hope to get some sort of response, this time around..
Disappointed customer.
SAA refuses to respond to several emails I have sent regarding missing air miles for 4 long-haul business class flights. I have phoned the help desk several times as well but they have done nothing to assist me. Any other airline sends an email in acknowledgement of receipt of a request, but SAA does nothing. They are unable to even give a reference number for a complaint logged through the help desk. The fact that the calls are recorded may be helpful to the airline but that is of no help to the customer. I am really disgusted with the lack of service.
Rebooking of Flights
Wow I was really shocked about the bad service we received from the East London Airport.
Departure date 1 May 2016 at 6:40 we arrived at the Airport 6.20 because of the traffic being so bad.
The only advice that was given is that our flights was cancelled because we were late, our flight where still on the airport and in the process of boarding no alternative arrangements was made to assist us.
The only advice that was given, rebook your flights at a huge price all over again, this is just an money making scam.
If you do not receive any support from South African Airways, why still use them?
JFKSA23698
Above is my claim number and I have been trying to get to speak to a supervisor.
Every single time I call I am told someone will contact me back, This has been for three months now and no one ever does! Is it not possible to actually ever speak to a superior? I am getting the distinct feeling that SAA is hoping that if they ignore me for long enough that I will give up. I will not.
All of my details are on file. In a nutshell I asked SAA staff what should I do with my bags on a layover as they were checked all they way through but on arrival at the layover I was told to collect them. I did exactly as the staff advised me to do, I gave them in to the recheck in desk. I have not seen my bags since, this was December 2016. On filing the claim I was told that as I voluntarily did what I was told to do I am responsible for them getting lost!
This was when I requested to speak to a supervisor and have been ignored ever since.
I cannot begin to tell you how frustrating it is to a) be somehow responsible for SAA staff giving me the incorrect information and b) to be ignored when I try to resolve the problem.
I really have no idea what to do now other than call and refuse to get off the phone until I speak to someone!
This is the most ridiculous airline I have ever flown with in my entire life!!!
We arrived at the airport (OR Tambo!) 4hours prior to our flight – in order for us to get emergency exit or business class seats… As its our honeymoon!!! – only for SAA not able to check in, nor allows us to pay for emergency exit seats, nor pay for an upgrade due to our flight being through air Mauritius!!!!! The air Mauritius counters open 10min before we board… We booked air Mauritius – how did we end up flying saa??? How ridiculous is that!!??
So we are now sitting in economy- with no leg room& no upgrade!!
& to top it all off – the check-in lady told us that air Mauritius is better!!!
No one at SAA had a clue what was going on & kept sending us from counter to counter!! We were willing to pay! We had paid more to fly air Mauritius!! And now we must suffer with this inconvenience – On our HONEYMOON!
Just got off the phone with one of the call center staff at Voyager who has dropped the call for the 5th time today as she was unsure of how to handle my problem and thought if she cut the call the problem would go away ,the following was said on the 1st and 6th of May 2016 your system or incompetent staff loaded double the SAA miles on my Voyager account , subsequently because of your stuff up you suspended my account , not my fault but your system or staff incompetence, I write this email knowing that no one will send me a return email as I have sent my ID copy to your pin reset email 5 times in the last 3 months without any response, I will instruct with immediate effect our travel bookings department , to seize all flight bookings with SAA and use alternative airlines, seems they are just going backwards
Needless to say i have also sent this to the [email protected], but will not expect a reply from them as i have sent numerous emails the last few weeks without any reply
This is not really a complaint, more a request for an explanation. My wife and I flew from Heathrow to Joburg departing on March 10th at 18.05 hrs on SA 235. We were in economy class. The whole flight was excellent. It left on time, the seats were comfortable, there appeared to be plenty of leg room (I am 6ft 4 ins), the food was good, the service friendly and the entertainment worked.
On 21st March we returned home from Joburg on SA234 leaving at 2055 hr. On this occasion we hung around in the plane for a long time waiting to move although it still got to London on time. So far as I know the plane was the same but it was hard to believe. The seats were hard and uncomfortable, the leg room was terrible, the food pretty awful, the two staff we came across were surly and unhelpful (one man and one woman) and neither of our entertainment screen or controls worked properly (mine barely atall).
It was hard to believe that this was the same airline as 11 days previously. It may be that the interior of the cabin is due to be refurbished but I would never wish to put myself or my wife through the discomfort of the second flight.
The inefficiency of SAA staff at check -in point caused us such a havoc as we were standing on the queue at JHB Airport for more than an 1hr only to get to the check point and be told that our flight was closed. No announcement was made….warning….nothing.
The staff were chatting and laughing whilst we stood there. That was absolutely pathetic not to mansion the inconvenience that caused us.
Customer care is their primary mandate but am not surprised with the level of service and uncaring behavior.
I am unimpressed by one of the ground staff at the boarding gate for the flight to Bloemfontein on 10 April 2017. Flight no. SA1005.
I arrived at 10:20, got my boarding pass. I had no luggage to check in. Went through security which was an absolute nightmare. Twice I ask one of the gentlemen in charge why they cannot open another security gate to speed things up. He responded that they are understaffed but are working on fixing the issue.
I finally got through and rushed downstairs to gate E5 to try board. I think I arrived at the boarding gate at 10:10 (a mere 5 minutes after the gate officially closes. And, not due to any fault of my own. I desperately needed to go to the bathroom, but, elected not to go so that I may reach the boarding gate as soon as possible).
The lady at the boarding gate told me that she had removed my details. (This is 5′ after the gate closes, nothing more!) I explained why I could not get to the gate on time (security check delay). She told me
that it’s got nothing to do with her/it’s no her fault. Instead of trying to assist me immediately, she elected to make my life difficult. Surely they can see on the system that I had collected my boarding pass and had gone through security!?
I understand that it may not be fair to other passengers, but, the 5′ delay was not my fault. And, how many times have flights been delayed by airlines for various different reasons.
After I expressed my frustration she contacted a colleague. She said she is doing me a favour by getting me on the plane. She was laughing on the phone and left me hanging, not knowing what was going on. She thought she was doing me a favour. It’s her job! All of this could have been avoided had she just said that she will do her best to get me on the plane. Instead, she delayed everyone even more.
Also, we only took off at 12:08! That delay was not caused by me, but by the number of airplanes ahead of ours.
I must be honest. I really prefer flying from Lanseria…it’s a breeze! Sad that O R Tambo can’t get it right and, sad that SA airways is not the best airline in SA.
Hopefully this can be improved and hopefully I do not encounter a incident like this again.
Corinne
I fly often. This is the first time that I have encountered an incident like this.
Sad that SA airways is not the best airline in SA!
After a long wait, she finally told me that she will get a bus to take me to the airplane.
Good day. I have booked flights with SAA and used my cheque card to transact.The total cost of the flights for an amount of approximately R22,300 came off my account and SAA charged me for the same amount of R22,300 two days later. I have sent the revelation information through to SAA refunds department to try and recover the funds but it’s been three days and I still dont have any answers regarding a refund. I am leaving the country on Saturday and am out of pocket by the double charge which has left me extremely annoyed. My cheque card has been cancelled by the bank as a result as fraud was suspected on my card for the double charge so I am unable to transact at all. This whole situation has been a major inconvenience.
I traveled from Cape Town to Johannesburg with a laptop bag and training bag with booking my bag into the haul on the 06 March with no hiccups as I would normally. I then traveled further from JHb to Lagos nigeria and still not problem.
On my return flight back from Lagos .
JHB to CPT leg i was rudely told to leave my bag at the door otherwise they would escort me off the plane.
Once inside I noticed several large carry on bags twice the size of my bag was on board
The way I was treated as a voyager gold member was disgusting.
I have been a loyal SAA voyager member for over 20 years, supporting saa by insisting that our staff fly saa only
I recently booked an business Class flight to London on my voyager miles. I incorrectly booked on my first name Hennie instead of Hendrik. I tried to rectify this error online but received an error message. I called saa voyager today who informed me that I forfeited my booking,miles etc as no changes are allowed.How can they be this petty to not willing to change 4 letter’s on my name? I will now lose all my hotel bookings, flights to marrakech, and possibly not attend a world class conference due to their unwillingness to accommodate a long term customer who has spend hundreds of thousands on flying saa.
That’s daylight robbery!
Can’t believe this bad service
In regards to missing baggage and damaged items on a submittal with reference number 201600258259/JTO.
The origin of the complaint goes back to a flight taken from JNB to LVI on 7th October in which baggage did not turn up. After taking the time to fill in the paperwork at LVI and eventually receiving the bags some days later nothing happened. I followed up repeatedly but was referred to baggage services and then back to customer services….I have been constantly following up via email and have had no response from either except for an automated email acknowledgment stating my email has been received. I have phoned their contact numbers and have spent elongated period of time (longer than 20 minutes) in a phone cue but have eventually given up. I am completely frustrated and do not know what to do or who to escalate this to in order to get a response and have this issue brought to close…The total amount of compensation claimed for was 770USD in damaged goods. This does not take into account anything else apart form the goods themselves…. I look forward to your response and guidance
I am standing at OR Tambo Airport and it is now 09h09
My flight was supposed to be at 08h40
When we arrived at gate A21 at
We were told that gates are closed and we are 4 min late
We booked in our cases at 6h30
We got list at first going to the domestic flights
We then had to walk miles my husband just recovering from a 3 year very severe leg injury to get to international departure
We are not regular travelers
As we entered international departures it was jammed packed so we stood in the line and waited to go through the search section
After that passport control
Our excitement already dampened by all the up and down walking around trying to find our way got even worsened when we started walking looking for gate A21
Glad to eventually find it and my poor husband completely distraught we were told we were 4 min late and cannot get onto the plane
We pleaded, begged, explained but no sympathy to our ordeal
We were told to go get tickets for the next flight and pay penalties which indeed was 2 and a half hour later
Never mind all the transfers ect waiting for us in Mauritius as well as the Hotel expecting us
I have never in my life been so disappointed and let down
Hope that this doesn’t happen to your own one day when it’s out of your hands in a different situation
What a shit start to a really expensive holiday
There is just no customer support or satisfaction
Antoinette
I would like to bring it to SAA attention that I am disgusted with your staff wearing SAA uniform who swear at me in public place like a petrol station. Please ask Caltex Bruma for the recording of the incident today 11 feb 2017 at around 7am.
After departing and disgusted with the vocab used, I returned to get his name and car registration.
Very sad how we all wear green yesterday to unite SA with Joostes passing but the next day SAA members act like hooligans in SA Corp clothing.
SAA customer Service Department changed my flights from Hong Kong to South Africa without confirmation and when I arrived at the airport to check in my wife and I was not on the scheduled return flight. We then had to re-book our flight at a cost of over 30K for there mistake. It is now 6 months later and up until today and after numerous calls and emails no one is getting back to us…….Your Service suck
Sadly one cant check zero stars in this rating. I used to preferentially use SAA in 2005-2010 but stopped doing so because the service got so bad. In the last few months of 2016 I thought I would once again try and fly SAA again. Unfortunately I discovered that they have simply got worse. On both business class flights in and out of the USA, and economy flights in and out of China I had terrible experiences. Rude, smelly attendants, horrible food, complete lack of service when requested, dirty cabins, etc. And that was on the business class flight. On the economy return from Hong Kong the flight was overbooked. Despite being checked in we (four of us) were bumped from the flight and left in the airport. We could not find a hotel at that time. I telephoned SAA in SA to try and secure seats on the next flight only to be told that it was HK ground staff’s problem. They in turn suggested we buy new tickets. Not sure how SAA overbooking a flight and bumping connecting passengers is HK ground staffs fault.
Despite several emails to customer service, using three different email addresses, I have not had a response. It is very obvious why SAA will not survive as a private airline.
Travelled from Perth to Jobur on the Dec 19, business class. The meals were disgusting. No cheese platter was offered, ice cream in a bowl with no serving tray ..the dinner was bad..I refused to have. May be you need a new chef and your staff are not friendly at all. I will change the airline next time when I travel to South Africa again. If this is the treatment for business class fliers, imagine the state of those in economy class. Lift your game SA Airways.
I am a Gold Card SAA Frequent Flyer holder and received very rude service from the lady – Sheilah M at the Johannesburg International Departures Lounge. The lady concerned even had the decency to voice that if I report her to her supervisors she will refuse to help me to retrieve my card. I reported this incident on the 12th December with Case Reference Number: 201600270391 and was told that Philile G would assist me and provide me with feedback within 10 working days.
I tried to follow this matter up late December but no feedback was given. I have sent in 3 follow up emails with regards to this matter, up till now still no feedback. It does not appear that the airline is upholding their customer service charter as they claimed on their website.
We bought two tickets from Johannesburg to Cape Town for January 1st. We duly arrived at the O.R Tambo and attempted to check in around an hour before our flight at 20h15. Instead we were shunted around trying to find where to book in. Finally at around 19h30 we found a lady in SAA uniform behind the SAA check in counter. Who was on her cell phone leaning back in her chair ignoring us completely! Eventually after her nice social chat she told us she was closed and vaguely waved us off in casual fashion! I was so shocked at this flippant attitude. We then asked another lady staff member for assistance. Her response was “you have to understand that it is new years day and not everybody wants to be here”. Is that our fault? We then had to go to the ticket counter where the man behind the counter virtually and incredibly rudely refused any assistance! Flaty refusing to let us check in! Despite the fact that we had paid for our tickets and still had 45 minutes before our flight. Out of utter disgust and exasperation we had to purchase ANOTHER TWO TICKETS!! What kind of service is this? I am absolutely and uttery appalled at how we were treated by SAA staff. Hopefully somebody take this complaint seriously because I am disgusted
I took advantage of Mango’s Spring special and booked a flight from Durban to Johannesburg ( above reference no ), but unfortunately in my haste to take advantage of the last few seats available – I booked the incorrect date – 25th October instead of 24th. I subsequently rectified my error but was charged a fee of R 280.
Whilst I accept that my error warrants an “cancellation fee”, however I cannot accept a 56.11% penalty fee which ito Consumer Protection Act – under “ Consumer’s right to cancel advance reservation, booking or order “ – is not considered to be reasonable and exceeds a fair amount.
Also, please consider that all these bookings were done online without any human intervention, the error was rectified within 1 hour which was sufficient time for the cancelled seat to be sold as advertised – no inconvenience and delay to the Mango and the 56.11% fee is not in line with the Consumer Protection Act.
My email serves to express my great disappointment at the service I have received from SAA .
On the 14th October 2016 I booked a flight from King Shaka Durban to East London return ticket. My flight was scheduled for 6am on the 26th October. I arrived at the check in counter at 5:25am as I had no bags to check in. on my arrival I was told that the flight was over booked and I don’t have a seat. I cannot explain how frustrating this was for me. I had meetings scheduled in East London from 8:30am. The ground attendants tried to pacify me however that is unhelpful in view of what has happened. It was unacceptable for SAA to treat me in this manner. I booked and paid for a flight. I was on time. It was not my fault.
The ground attendants arranged for me to go to Johannesburg and then fly to East London from Jhb. However the flight to East London from Johannesburg was too late as I had meetings to get to. I had to book a flight with Safair which was earlier and then get to my meeting in East London. I have attached my safair flight.
The SAA ground team has given me a free return ticket to East London however this does not help with what the traumatic experience of this morning. ( I am still waiting to receive the voucher via email)
I was appalled that the manager never came to see me or talk to me. the ground attendants tried to contact her however she was “busy”. It felt as if I was not important. I was firstly discarded off my flight then the manager doesn’t care to address this issue with me. I experienced such a stressful morning with the flight issue. It was so unfair that I had to experience such poor quality of service.
It was such an inconvenience for me to travel to Johannesburg then go to East London. I was so exhausted by the time I got to East London. It is so sad that SAA tries to safe guard themselves and overbook flights so that they don’t miss out on a sale and then if the flight gets overbooked you give out free tickets BUT those free tickets doesn’t get back time lost and the inconvenience of it all. So how can you care about your customers if this is the kind of practice? Don’t you care about your customers arriving on time to their destination? Doesn’t it matter that customers chose to book with SAA in return for good loyal service? Or is it all about money at the end of the day?
The ground staff at King Shaka was supposed to email me the voucher with my free return ticket and they have not emailed it yet to me.
I would like SAA to refund me on the cost of the SAFAIR flight that is attached .
My question to SAA is how are you going to compensate me for the stress and frustration and inconvenience caused onto me personally? The free return flight to East London does not compensate me personally as it is a work related trip and that ticket benefits my place of work as a business . The refund for safair is not my money as it belongs to my company. My question again is how will SAA compensate me for the ordeal and traumatic experience that I had this morning at King Shaka International.
My friends and I booked flights to Durban for the 18th of November. However one of us managed to get to the airport on take and check in and the other 3 we were “5” minutes late for checking in.
What didn’t stay well with us is that our friend was not told to check in for us or advised we can check in online . This looked like the consultants didn’t advise because they are trying to make money out of customers. We had to purchase new tickets and the cost was even double.
As we were trying to get money together which was R1700 each our friend on the other side was still at the waiting area and we kept on communicating for almost 30 min because the flight left.
This really raised a lot of questions as to if we were really late or if SAA they are just trying to make money out of us?
TO WHOM IT MAY CONCERN
I was on the SA20 on 11 September to Lagos from Johannesburg and have never been treated so badly on your flight. I travel regularly to Nigeria as I have business interests in Nigeria. Your steward, Mutole, told me to shut up, when I asked him for water. I complained to his supervisor on the plane Suzandra. He needs some training and he is the type of employee that does not represent SAA well. In fact he is a type of employee that will make you lose passenger if he is not retrained
I spent the ENTIRE morning yesterday (Saturday, 3rd December, 2016) trying to call the Voyager Centre, which supposedly is open on weekends from 8:00 am – 14:00pm. After phoning the SAA reservations number to check whether perhaps their number was out of order, the man I spoke to checked the number while I held on and then said to me that I should “try again now and somebody will answer”! Strangely, I did and someone did indeed answer! My aim was to book a Voyager Companion ticket which I have qualified for on my Voyager Credit Card Spend! I had already booked and paid for my own ticket and was as per instructed calling to book the Companion ticket. By this time, it was getting on towards 14:00 closing time! I spoke to a lady called Zanele and provided all the information, (including credit card information to pay the taxes!) and assumed that the booking was now complete! I was mistaken, it seems! Zanele called me back, leaving a message on my answering machine to say that, because my own booking was confirmed, but not yet ticketed, it was too late to complete the companion booking as the ticketing office was now closed and that I should call back this morning (Sunday, 4th September, 2016). It is now 10:38 and I have called every possible Voyager AND SAA numbers that indicate that they are open on weekends!! I have been calling and holding on for at least 15 minutes per number since before 9:00am to no avail! NOT ONE PHONE ANSWERED!!! This is an absolute disgrace!! No wonder the airline is in trouble! You don’t seem to want our reservations!
THE CHARGE FOR EACH PIECE OF NORMAL SIZE EXCESS BAGGAGE OR EXCESS BAGGAGE CHARGE WILL BE INDICATED BELOW:
Passenger travels in business class – the excess baggage charge is the same as per the class of travel and allowance is the same as per the class
of travel – even if there is only 1 excess baggage rate
Effective 02 November 2015.
Within South Africa
Business class: ZAR 307 plus VAT 43 Total ZAR 350 per piece
Economy class: ZAR 219.30 plus VAT 30.70 Total ZAR 250 per piece
There were a lot of special prices for flights between Port Elizabeth and Johannesburg the day I flew SAA. The reason I chose SAA and not Mango, Kulula etc was that the baggage price suited me. Imagine my horror when I arrived at the airport to check in to find out that I had to pay R1080,00 for excessive luggage. Please don’t give me that bull of “It’s managed by Mango” as your Mango and SAA staff at PE airport could not explain what the difference is. I got your info from the official site off the internet. Is this just a lie to con people into taking the more expensive flight? I feel that I have been absolutely cheated by SAA with this false info.
Total amount: ZAR 1368
Payment method: DEBIT-CARD
Itinerary
Port Elizabeth to Johannesburg
PLZ – JNB
South African Airways / SA2164 / Economy
Departure date: Thu, 04 Aug 2016, 14:00
Arrival date: Thu, 04 Aug 2016, 15:40
Operated by: Mango
I am flying from George to Or Tambo then Windhoek. I bought a ticket on my ID document because i do not have my passport and i only get it in Johannesburg airport. My id has still my maiden name on and my passport has my married name. They dont want me to fly now and only refund me R1 170.00 of the R11 445.00 i paid for 2 people and said i must buy another ticket. Strange!!
South African Airways Flight 76 / 29 Aug 2016 from Johannesburg (JNB) to Windhoek (WDH).
When SAA system send out the offer options of upgrade, have your team “ever” tested the functionality of the web page?
I tried about more than dozen times to key in my credit card details, over more than 24 hours.
I got the same “uanble to process” result produced.
I appreciate the thoughtful idea of upgrade, but the same level disappointment also makes me regret to waste my time to do something happen to be not workable in the first place.
Hope the relevant teams perform better next time.
Regards,
Allen Wong.
Was being helped by a lady named Mzizi, who took offence of me using the word hell in a sentence and as thus decided to not continue helping me. As a result I could not board a flight to Durban. Thanks to her, I am now R1 359.63 short and highly unlikely to ever use saa for ferrying myself. I say thank you very much lady for bringing a whole company into disrepute. Just because of your selfishness a service that is supposed to be rendered irrespective of creed, religious belief and physical appearance. SAA at this rate we are unlikely to catch up. Mzizi I hope you see the light, this isnt just about you when you put on that uniform .
Good day,
I made a booking online and exchange the ticket for a later date. I spoke to a lady on the telephone for about 20 minutes to make the changes on my ticket. I made a payment via credit card and she confirmed the payment went thru. i received a confirmation email (Travel document) stating RESERVATION CONFIRMATION. 2 Days prior to the departure I called to change the date and route of the ticket i was told my credit card had been declined when i made the changes. They said they did email me to inform me that my credit card had been declined. I have never received such an email. i received an email stating that my reservation had been confirmed and a day before departure i also received an email from SAA for a check in reminder.
I am a very unhappy customer who demands my money back. Your services are extremely poor. You do not live by your company’s philosophy. Its just pretty words to get customers.
I booked a flight from PE to CT. Arrived at the airport ahead of time to be advised that the flight is cancelled without prior notice. Whilst waiting for possible options I learnt that I wasn’t alone! They clearly overbooked the flight which explains why I was unable to checkin the day before. It’s no wonder why they constantly need financial bailouts! I also noticed that Priority is given to non paying staff before customers. There service is unbelievably BAD. There staff are complacent , inefficient and – worst of all – arrogant! Little remorse or empathy is shown. The beginning of the end could not come sooner for disgruntled passengers like myself!
Re -Flight SA 0236 /30-JUL-2016 from JNB to London Heathrow.
This cancellation was poorly dealt with. We travelled from Mauritius via Johannesburg with your airline and could have been informed of this cancellation in Mauritius- although we were given 2 x boarding cards in Mauritius the flight time said 20.30 but the check in said 7.15/. We, along with most other passengers assumed this was just an error-INFORMATION is everything – lots of people were going onto further destinations and had we all been told asap we could have re-arranged things accordingly.
All passengers had the same story- arriving at Johannesburg blissfully unaware but wondering why we could not see the flight showing on the board. Why were we not given an email? We checked out phones? Why did you not put the flight on the screen as cancelled or delayed? Why were no staff greeting passengers to explain what had happened and what was going to happen. Eventually we found out ourselves and had to go back through security and passport control- one member of staff was there to deal with everyone – it turned out she didn’t really know anything and that queueing for an hour was actually pointless – She could’ve just told ALL the waiting passengers to go to the Premier Hotel from the shuttle instead of making us wait- she didn’t give us anything (no voucher no explanation) – just told us to get the shuttle? This ended up to be another big problem. – 1 shuttle bus took about 13 people – the hotel was 20 minutes away- there were 2 x groups of school kids, small children and elderly all tired and waiting for a very long time for a shuttle bus.
When we got to the hotel there was more chaos. Everyone trying to check in and not enough rooms – the hotel had not been told how many? Whoever is supposed to organise this should be sacked. Some people had to return to the airport and go to another hotel. We found out that you cancelled this flight in the morning – someone had all day to organise things for your passengers – you failed miserably? In our hotel, dinner was about to end so there was a rush to get food, get to our rooms and then get up very early (4.30am) in order to get the inadequate shuttle bus service back to the airport in time for the flight the next morning at 8.00 am- There was NO representative at the airport to help direct us – we had our old boarding passes and were not sure what we had to do- No apology? We managed to get through security and passport control with our old passes. We had poor service on the ‘day flight’ which was treated as a night flight? Breakfast was served immediately but then about 6 hours with nothing, blinds were put down and ridiculously we were told to rest in the dark? Considering there is only 1 hour time difference this was odd. We were then given a bottle of water then about 2 hours later a ham roll. About 2 hours before we landed we were given dinner and then after that at long last a drinks service- One of the worst long haul experiences ever. When we landed in London we were given a letter – still no explanation of the reason. I think you have forgotten what customer service is.
Flight SAA 193 from Mauritius to OR Tambo was pathetic. Flight was delayed and the aircraft was full of litter. Air Hostesses were rowdy and service was poor. They spent most of their time in the crew area. The one Air Hostess could not even switch on the audio system. Hopefully I or my family will not have to use SAA again.
Very often you get two large passengers trying to sit next to each other and it end up in many issues
Give a larger passenger like me a rating such as A1 .i am 110 kg ,not fat but big
No two A1 or any other A rating cudtomer should sit next to each other unless they booked this themselves
I think most A rated passengers would not mind the rating as it will really help when seated
Recently took the airline from Durban and should say was not impressed at all. Their food was bad. The airline had litter all over. The staff also doesnt seem courteous. I thought someone should bring some focus to customer service and customer satisfaction. South African Airways is our national pride. Hope to see it perform better.