Kindly allow me to expose South African Airways unprofessional and substandard service. On 25th January my son travelled with South Africa Airways to Johannesburg and he had a connecting ticket to Port Elizabeth. On the material date the flight my son was could not land at OR Tambo Airport as scheduled due to severe weather. It was diverted to Pretoria and when this flight was eventually allowed to land at OR Tambo Airport my son had missed his connecting flight.
Two things happened to my son ,he was made by South African Airways to buy new ticket to connect to Port Elizabeth the following day. Secondly he had to find some where to stay at his own expense as the airline said it was not responsible for his predicament.
I have since raise a complaint with the airline but other to sympathize with my son the crafty SAA has decided it was not responsible for his suffering that night. I have below my e-mail sent to claim for the expenses incurred by son to the airline and their response to this e-mail through their Customer care person based At Johannesburg Airport.
On 26 January 2015, I wrote to the local airline representative:
On the 29th December I booked a ticket for my son Chiza <. Chiza travelled yesterday from Ndola and due to bad weather his flight was diverted to Pretoria where they landed to wait for the weather to clear. The plane only got into Johannesburg after 18:00hrs- thus my son missed his connecting flight to Port Elizabeth. At the check in counter at Jburg Airport my son was made to buy a fresh ticket or to pay more money for a flight the following day. My son was then left to fend for himself as the airline said it was not responsible for the delay to get him to JBURG. My son had to spend R1250 on accommodation at City Lodge WITHIN THE AIRPORT.
I write to lodge a claim a refund of the money my son was made to spend on topping up or buying a fresh ticket from your airline. Secondly to make a claim on the on the money spent on his accommodation.
I shall wait to hear from you regarding my claim,
Below is the response to my complaint from the airline;
Dear Mr. Banda,
Thank you for your e-mail of 26 January 2015 addressed to Doris. Please pardon our delayed response.
Please note that the delay of SA097/25 January 2015 was directly attributed to the adverse weather conditions. Please accept and convey our sincere apologies to your son for the delay as we realise delayed flights impact hugely on the arrangements of our customers. Weather is an unpredictable factor and South African Airways cannot be held accountable for weather related delays. We apologise that your son was unable to take his connecting flight to Port Elizabeth and we would like to assure you that it was not our intention to inconvenience our valued customer in any way. The safety of our customers, crew and aircraft is an issue on which our airline does not compromise. Regrettably, we cannot accede to any reimbursement requests for weather related delays.
Thank you for taking the time to write to us.
Judith Toorn | Customer Service Executive Office | Premium Customer Service
Phone: +2711-978-2916 | Fax: +2711-978-9567 | E-Mail: [email protected] Room 228, Floor 2, Block A, Airways Park, OR Tambo International- Johannesburg- SOUTH AFRICA
I take this as pure exploitation and shoddy customer service