South African Airways leaves family stranded in Dubai
A British Family were recently left to fend for themselves in Dubai Airport when South African Airways failed to issue paper tickets for the new code-share route between Dubai and Cape Town.
The family, who lives in Armenia, purchased the tickets online and was told by SAA call center representatives in South Africa, twice, that they could pick up the tickets just prior to the flight. Arriving at the airport more that three hours before the scheduled flight, they quickly found out that they had been ill-informed to their detriment – the SAA airline office was to open just five minutes prior to the scheduled departure time. Despite speaking to an SAA representative on the phone, the family was left with the choice of purchasing the same tickets again at a cost of almost US$3200 or missing the flight, waiting until the office opened to get new tickets and then sleeping rough in the airport for 24 hours. The SAA representative, despite the airline being unable to deliver on their promises, refused to provide accommodation or provide compensation.
Being forced to take on the former option of paying for new tickets (largely because they were not thrilled with the thought of hanging around the airport with a five-year old child for 24 hours), the family just made it onto the flight with minutes to spare.
However, the problems didn’t end there. On arrival in Cape Town and seeking reimbursement for the duplicate payment, the family was told by the SAA Refund Department that according to their ‘system’ they had never even flown – with any of the purchased tickets. Despite eventual assurances that the refund would be made, the family remains out of pocket for three return tickets. In spite of numerous international phone calls and emails (those to the SAA Refund Department bouncing), SAA failed to respond or act on the refund request. Only after writing a letter of complaint to the SAA CEO, Khaya Ngqula, did they get a weak apology from the customer service department and the offer of a SAA voucher worth under $200 – hardly enough to cover the cost of a hotel room in Dubai had they been forced to stay there.
SAA, while apologizing and suggesting they will do their best to improve service, made it clear that they were “no changes made” to address the issue. SAA passengers are therefore warned to make sure they have paper tickets before they turn up at the airport. A safer option may be to fly with Emirates, the operating airline on this route.
|
|
Comments
I think this is disgusting and unacceptable. Whoever is in charge should act fast no wonder why African airlines are considered the worst to travel with. Mr. Khaya I guess should make sure that his office term must not have cases like this because this will impact on his resume. Mr. Khaya please intervene before it’s too late and impact on the world cup traveling and booking. and as a travel agent director, your airline is suffering and losing big time. Just bear in mind that your route is very congested with the world's best airlines and remember your vision, strategy, why should someone choose to travel with your airline. The world has read of this case and how many more people would come forward, and how many have decided to suffer in silence. Africans aren’t racists and please don’t give the world wrong impression about African airlines. Do you want our best airline to be labeled an airline from hell? Look put your house in order please starting with your grass roots to the executive level. I believe this is the last we read of SAA cheating and literally stealing from its clients in a diplomatic way. This is not on, please should this case taken further you will ruin our country's image.
This happens all the time. On top of that the SAA is irresponsible with the property of the passengers, and it seems the big boss is dodgy as well. Please sign our guestbook at www.dontflysaa.com
Dan
I think the family went through hell.
SAA should refund the family the full amount and also pay them damages as a gesture of good will.I can imagine the dilemma the family was in at that time.TOTALLY UNACCEPTABLE.FULL COMPENSATION is in order
I also had a bad experience flying with South African Airways. I joined a trip with my wife to South Africa for one week in June. I was supposed to catch a flight from Johannesburg back to
Hong Kong on 20 Jun. The flight was delayed somehow. The boarding time was re-scheduled and the gate was also changed. To our surprise, the gate was closed when we came to the gate before the re-scheduled broading time. I urged the ground staff to re-open the gate for our boarding but in vein.
They said nothing they could do nothing even the announcement panel still blinking for boarding at that time. There was no announcement about earlier closure of the gate and we heard no call urging for early boarding. I and my wife had to spend one more day in South Africa.
I was very disappointed about the chaotic arrangement of South African Airways. It is a very basic requirement for an airline company or any public transport company, even for a bus comany, to follow with the schedule as close as possible.
I had written to South African Airways. They denied there was anything wrong with them. Not to say any compensation to our losses.
In answer to Susan's comment.............
We could have obtained tickets through a travel agent in Armenia but the price would have been almost double!! And I agree with K.P Varan - If SAA are unable to provide the service they are promising then they shouldn't be offering it.
As a fan and admirer of SAA for the past forty years, it is sad to read this story. Let's hope management will resolve this stupidity and ensure there are no no repetions.
Other carriers to take note too, of course.
Geoffrey Gray-Forton
Founder & Chairman
Meetings World (1969) Associates
Whether the family had booked with a Travel Agent or through the Net should not be made the issue. The South African Airlines must be in its infancy in so far as on line bookings are concerned based on the details in this article. That being said - the Airways was lucky thatit was not flying into an European Airport and flying out of an European Airport. In that event the consequences for the African Airline could have been something not palatable.
The pasengers in this case are from Armenia. So it will be difficult for them to file an Originating motion in a Court of Justice in a country where actual justice prevails to sue SAA for cheating and costs and damages.
Airlines NEVER NEVER seem to understand the trauma that passengers go through when they are bumped off their flights. All they are interested is in giving evasive 'facts' on why their costs are going up and blaming oil all the while. Nothing is said about the siphoning of funds for maintenance of aircrafts; on board catering kick backs; fat cat salaries for the top notch; artificially high wages and allowances for 'aged' immobile air crews. The sufferings of the Airlines are of their own making and no one should be more pleased than I to see them suffer more and close down before giving head aches to more passengers and their families.
they should have booked with a travel agent
they should have booked with a travel agent
Post new comment