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South African Airways / FlySAA.com
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South African Airways / FlySAA.com
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2.0 155 Reviews

South African Airways / FlySAA.com Complaints Summary

39 Resolved
116 Unresolved
Our verdict: When using services from South African Airways / FlySAA.com with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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South African Airways / FlySAA.com reviews & complaints 155

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Newest South African Airways / FlySAA.com reviews & complaints

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7:41 am EDT
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South African Airways / FlySAA.com website not up to standard

I am just copying what I emailed to their customer services dept:

I fly with SAA quite often for business and never had any problems.
I have never in my life experienced such inefficient behaviour from one of your telephone operators as well as an insufficient website.
I have booked a ticket on line.
No ID number or Passport number was ever asked for which I found strange as this was for an international flight.
I have also paid for it online, but only when I wanted to book/confirm a seat was there a problem because the surname has changed to the first name.
Your website keeps giving me error message after error message. It is also extremely slow and sometimes quits. This usually happens just when you want to pay.

So I had to cancel the ticket, and redo the whole booking. I am quite sure this was a website error, and now I have to pay fees for this. I have tried 6 times to cancel my 1st ticket. After 2 days it is still not cancelled. I hope that this little mistake on your side won't affect the 21 day refund policy.
I repeated the whole procedure online.
I have just booked, and paid for another seat. I have the printed confirmation in my hand, but yet again on your system is shows that I have not paid.
I have phoned and spoken to 20 people in the last 24 hours. My most recent call was absolutely lovely, she put the phone down in my ear!
If your operators are not trained properly to handle stressful situations then you should not employ them.
If you are experiencing technical difficulties, please upgrade or fix your website, because obviously there seems to be big problems and not up to standard.
I am sure I am not the first customer to complain about this.

I have never experienced such unprofessional behaviour.

I will in future rethink before I use your online booking system as it clearly is not up to standard.

Kind regards

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11:03 pm EST
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South African Airways / FlySAA.com terrible customer service

The following details the issue we've raised with SAA, the worst is that we havent received any kind of useful response from SAA. I dotn even mean a positive response, I do mean "any" kind of feedback on our issue other than that there's "no feedback" from whoever's looking at it, or supposed to be anyway.

My family recently flew SAA from Amsterdam to Port Elizabeth. I was travelling with 2 small children via Munich and my husband travelled via Frankfurt (the Munich flight was fully booked).

On 26 Dec 2010 my children and I flew flight SA 265 from Munich to Johannesburg. We arrived on time. We waited in the baggage pick up area for my husband to arrive on the Frankfurt flight SA261 which arrived 30 minutes late. By the time he came through customs, we were just getting our luggage. My children and I went up to domestic departures terminal to check in for SA flight 405 leaving at 10:15. We checked in and got our boarding passes for the 4 of us - myself, my children and my husband who was still coming up from baggage claim.

We checked in to SA flight 405 at 9:55 am and told the man issuing our boarding passes that we will wait for my husband before we board the flight. About 10 minutes later, we ran to security area, went through security and RAN to gate. When we got to our departure gate, the SAA attendants there said that the flight had left EARLY because all passengers had boarded. They had no record of the 4 of us on that flight and said we had not checked in at all. And they told us our luggage had never been on this flight, it was downstairs at left luggage.

I then, with my children go back to the check in desk and told the man who had issued the tickets to me that the gate attendants said I had not checked in. He said they were lying to me and that I should speak to his manager. At that point, I went down to retrieve our luggage and was told at the baggage claim that our luggage was on a different flight (SA 417) already as it had never been checked in to our original flight 405.

I go back upstairs and my husband buys new tickets for our J'burg - PE flight (SA 423) for a fee of R4, 500 for 3 tickets (attached file).

At no point when checking in for flight 405 did the SAA employee tell me that I did not have enough time to get through security and get to the gate before the flight closed. The flight attendants had no record of 4 passengers checked in on this flight and actually departed the gate EARLY. I ran up and down and back again with 2 small children in the airport on a wild goose chase trying to get to our flight, get our luggage, get the same employee who checked us in while getting a manage to hear our plight.

Once we spoke with the manager, she could only suggest that I write to customer care since we had already purchased the new tickets. At least she kindly upgraded our JHB-PE flight to business class as she could clearly see how frazzled and tired my entire family was after all this. The next flight was another 5 1/2 hour wait after our 12 hour journey to get to South Africa from Amsterdam.

I am seeking reimbursement for the extra tickets from JHB-PE that we had to purchase, R4500. As the flight was delayed from Frankfurt, there was no way our family would ever have made the 10:15 flight 405 after going through customs, waiting for our bags, going to domestic departures terminal, re-checking our bags, going through security again and reaching the departure gate - with 2 small children - in the 40 minutes we had.

Both my children are SAA frequent flyers (REMOVED for privacy ). In the past we have enjoyed flying on SAA but this trip was a disaster for me and my family. It was only the manager who was actually kind and helpful to us. Every other SAA employee we encountered was unhelpful, dismissive and the woman at the desk when we purchased the tickets was actually offensive and shouted at me in front of my children. It was highly unprofessional.

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South African Airways / FlySAA.com discrimination

I booked a flight ticket online with SAA, but do not have a credit card and had to select the pay later option. Only to discover that the only pay later option available is to pay cash at a ticketing office or airport office. This in itself was a nuisance as I have to travel to get to the nearest airport, but to add insult to injury I have to pay an additional R200 "service fee" to pay CASH at one of these facilities! Other airlines offer the option to do a direct bank transfer or pay into their bank account at a bank branch. I think it is ludicrous in today's day and age that I should be discriminated against for NOT owning a credit card - the inconvenience of having to travel half a day to get to the nearest airport (not to mention the petrol cost) and then still get penalised R200! Needless to say I will NEVER fly SAA again.

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JessieVJ
, US
Feb 21, 2014 5:37 am EST

My mother and I were on standby for a flight to Victoria Falls from Johannesburg. The lady at the counter took our passports and saw that we were on standby, we were still talking to her and the she just turned around to talk with one for her colleagues about something else and not our situation then picked up her bag and walked away. That was very unprofessional and rude. Then another lady who took over at the counter told us to come back at 10AM. We came back at 10, then she told us the flight was full and she was so disinterested. She could not even tell us if the next flight has any seats left, even the guy at the next counter was so rude and had no life in him. Why are there no teamleaders or helpful people around when a flight is closing, or when people are on standby and need help. SAA staff in OR TAMBO Airport have a don't care attitude, some of them are so useless. When I was on standby at JFK in New York, the SAA staff there were so helpful. I am very disgusted. Also it looked like only the two of us were on standby. We waited so long to get on but we did not. I am very disappointed with SAA.

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M.S. Kruger
, ZA
Dec 26, 2012 3:55 am EST
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Good Afternoon

I had the worst experience with South African airways. I booked a flight and did arrive a bit late. I didn't have any luggage that needed to check in as my luggage was small enough to take as hand luggage. I was however told that I have to book a new flight.

I booked a new flight and had to pay and additional amount to change my flight. I flew with flight 308 from Cape Town to JHB. As I entered the plane I was shocked that the plane smelled and the staff was so fake in their friendliness.

Then when the breakfast arrived it was stale and the bacon was more a biltong, dried out and the coffee was burned or of bad quality.

The flight landed 2 minutes early but it took me 20 min to get to the airport. Then it took another 25min before the luggage came out.

I am very upset about this as I had to be at work that morning and had to get there hours asfter i had to be at work.

I am shocked that they are more into making money and the service that I expected was non-existence!
I fly JHB to Cape Town and back at least 1 a month and this was my first time to use SAA, for the price you pay for the flight you would expect better service and more professional staff.

It is disgusting that the service is of such a standard. I hope that this airline doesn't make it in the future. With all the competition out there why would anyone flu with SAA and pay that price!

M.S. Kruger
[protected]
kyle.accomodation@gmail.com

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Kris_SAfrica
London, GB
Feb 02, 2011 12:18 am EST

South African airways abandoned its customers in Cairo and attempted to profiteer out of their turmoil.

My Dad arrived at the airport and couldn't get any information from check in staff about his flight. I called South African airways in the UK here and was advised that his flight had been cancelled and they would not transfer him to another flight even though there were seats available. They offered to provide a refund for his flight and to book him on another South African Airways flight to J'berg. The refund was £350 - the new flight was £2017!

The flight was cancelled because of the curfew but most other airlines were changing their flight times to accommodate the curfew or putting passengers on other flights. Basically, I said it was the airline's decision to cancel the flight rather than reschedule, and they had an obligation to put him on the next available flight - especially given the instability and travel warnings that exist for the country. I have never come across an airline that cancels a flight and then tells its customers it has to pay to get on another flight. South African Airways said the airline couldn't wear the increased cost. They were willing to leave him in Cairo with the current warnings and dangers!.. Unbelievable... So basically South African Airways is willing to abandon its customers in a country that has been deamed so dangerous that consular staff are evacuating and special flights are being sent in to retreive staff. South African Airline was also using the unrest to profiteer. Quite phenomenal.

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Maggie Mouton
, ZA
Aug 31, 2011 2:08 pm EDT

One booking was made for 2 adults through Voyager to fly from JHB to Phuket Thailand. PAyment details were confirmed for both and confirmed that enough miles were in account. Flights confirmed 2 days before departure. AT the airport only one person had a booking. Ground staff unprofessional and treated us like criminals. HAd to pay in over R1000 and wait more than an hour to sort things out ourselves. After holiday emailed complaint to voyager and SAA, after 3 weeks no reply. Phoned and given a new email address for Mr Justice Dlamini. SAA replied quickly with a pathetic offer to refund 4000 miles. I declined and have had NO repsonse from the offices in over a month. Phoned Mr Dlamini he refused to take the call said I should email. Again emialed and two weeks later still no reply. Service has been poor and it is obvious that SAA doent want to acknowledge that their staff made a mistake with the booking. We asked for a refund of the excess paid R1000 and a more relevant compensation for the stress and time spent at the aiport in Johannesburg. Our dream holiday to Thailand was in the balance and the staff treated us like dirt. Not a pleasant experience at all. I have all the emails to proof the complaints and no reponse received.

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Gerhard Botha
,
Nov 09, 2008 3:30 am EST

I booked a particular seat on a Business Class flight to the US. I checked in on-line a day before to confirm the seat - I verified the seat at the airport. When I was about to board, I was told to wait as my seat was allocated to someone else! I paid about R66k for a business class ticket, just to be treated as a standby customer. Next time I will rather fly via Europe than to fly SAA...

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jvh09
, ZA
Oct 18, 2012 4:31 am EDT

on sunday 1 March i boarded a flight to zambia. i had 3 items with me. 1. my normal luggage that was "checked" in 2. a small hand carry case that i normally take on the plane with me. 3. a backpack small.
as i was about to enter the place a lady approached a group of us and stated that had luggage is not allowed on the plane. The passengers complained.. She continued to state that if we do not surrender our hand luggage that we will be offloaded form the plane. So we had no choice. I refused because i had computer equipment in my case. She then got on her radio and asked for me to be offloaded. I had no choice to surrender my items. I told her that there are computer equipment in the case.
When we arrived at zambia, people complained hat their baggage was damaged.
All my computer equipment was damaged. Keep in mind this is not suppose to be "checked" but this idiot of a lady took our baggage ad "checked" it.
When i complained to South Africa airways, i was laughed off. Well now im taking this to the small claims court. SAA originally asked me to complete a claim form, and this was the last i heard form them.
SAA already received the first letter which they ignored.
I now want to know how many other people there is with similar complaints, i want to start a class action against them, and after this i will go to the newspapers and internet sites (facebook, twitter) to tell everybody how crappy their complaints department is.
if you want to join my court case, please get in touch with me.

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Megan Fraser
, ZA
Jul 30, 2011 7:10 pm EDT

Delayed at the Washington Dulles International Airport for 24 hours after a "technical glich" was found once we had already boarded the flight, a flight that was due to stop over in dakar and be about 17 hours. This turned into a nightmare flight from hell as all of the passengers were displaced. As well as this, my personal luggage, two pieces, was lost without even having left the airport. I waited 3 hours before my missing luggage was found. This happened to be at 2am. I am extremely diappointed in the lack of communication between SAA in South Africa and SAA in Washington Dulles Intl. I expect that some sort of reimbursement will take place.

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P.Wetten
, MW
Jan 06, 2011 10:02 am EST

I wish to complain that despite my daughter (14 yrs old) was bumped of a flight to London despite being a silver voyager class member because she did not shout enough where as adults that did were put on a flight. She has been in transit in Johannesburg from Malawi to London, shw was left for 18 hours in Johannesburg with no assistance from SAA ground staff at all, eventually she was put into a hotel room with a 16 year old boy... This is a disgrace Since when have International airlines and Iata advocated such abuse of minors.
Despite nuerous complaints we are told verbally that this is just a danger with flying there can be no guarantees. we have had no written response to complaints.
I would like to know exactly what IATA's rules on this are, especially where minors are concerned. I thought being an international body, the health and saftey of minors would have been of principle concern to such governing bodies as IATA as well as the airlines. This is obviously not the case and it seems that he who shouts loudest gets simply to avoid confrontation. I want to know what can be done about this and also who and where we can complain about this. I will soon be writing to the international media regarding this as I suspect it will be the only way someone will do anything about it.

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Tbasine
Provincetown, US
Jan 06, 2010 3:53 pm EST

Just yesterday I had my return flight to New York via South African Airways. About two hours into the flight, I was served a vegetarian meal with vegetables and some sort of macaroni cole slaw. I felt fine, until just after I ate the food. I had uncontrollable gas for the entire 15 hours remaining. Then once I got back into the states, I vomited 3 times on the car ride back and later had diarrhea. It is now the day after, and I still feel really crappy - feverish, light-headed, really tired, just been sleeping all day. To sum it up, I'm mad that I trusted SAA's food! It didn't even taste good.

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flipb
peth, AU
Mar 26, 2012 6:27 pm EDT

We were on a flight from Joburg to perth when we were already on the plane then we were told that the meals is not ready so we have to waite for almost 2 hours to get delivered But then the next morning with our breakfast we was served continental no bread was available and then one lady bring us some bread it was so hard and old we could not eat it, that is not how i know SAA we fly with SAA for the last 20years but this was realy unexceptable.So what is SAA gona do to reward us for this poor service.We pay a lot of money to fly with SAA. My EMAIL IS flipb2001@yahoo.com Please let us know.Thankyou.

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3:14 pm EST
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South African Airways / FlySAA.com unresolved booking

• I booked a return flight for two to Eeast London from Johannesburg in August 2010
• I had an emergency and needed to postpone my trip
• I notified SAA before hand and they instructed me to place the booking on hold as a purge booking
• I was instructed to phone by the end of January (within 6 months) to make a new booking and that this booking could be made for any available future dates
• Upon phoning at the end of January the consultant spoke with her supervisor and then indicated that I needed to fly within 6 months and not book within 6 months
• This information was contrary to what was originally provided to me by the first consultant
• I requested to speak to a supervisor and was transferred to a lady called Monica who was unaccommodating, unfriendly and put me on hold without notice when I expressed my dissatisfaction at the miss-information provided by the first consultant
• After I phoned back some time later in an attempt to resolve this issue again, Monica assured me that she would check their telephone recordings and would get back to me within an hour
• Monica has still not contacted me to resolve this issue
• I have tried to contact Monica since and have left messages and she will not take or return my calls

This behavior from a representative of SAA and more importantly a supervisor is shameful and disgraceful. As a business owner, I think it is important for SAA to know how their supervisors are treating loyal customers and no matter the outcome, still believe that SAA should address the issue rather than ignore it….

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Dennis Stokell
, NG
Jul 04, 2012 6:32 am EDT
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The business class services throughout Africa is appaling, and not worthy of the price charged by SAA especially when flying out of most west African countries.

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10:50 am EST
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South African Airways / FlySAA.com rude and abruptness by crew leader

My name is Jack Loggenberg, employed by Solidarity, the union. I fly regularly for busibness and private purposes. On flight SA366 (Seat 11F) on 18 January, the cabin crew leader, a tall black woman, was extremel rude and abrupt with passengers. The passengers in general were exteremely upset and grumpy about the treastment. There were loud comments at disembarking and several individuals approached the rest of the crew. in my specific case:
I normally travel with my laptop, as I work during the 2 hour flight to Cape Town. I also have medical equip-ment, known as CPAP, with me, as I suffer from Sleep Apnea. The equipment is very sensitive and expensive. On this specific flight, this woman, who in my opinion would easily qualify as a NCO in the SANDF, refused that I take my CPAP on board and the machine was taken from me, placed in a plastic bag and thrown in the hold with the other baggage. We are all aware of the manner in which luggage is handled by SAA. We see and experience the damages on a regular basis. I did not have the opportunity to even have a "fragile " sticker placed on it. if this is the way in which SAA intends treating the clients, I personally will influence my employer not to use SAA in future. I refuse to accept ill-treatment from a person who clearly requires PR training. If one compares this incident with the general treatment and atmosphere eg on Comair / BA flights, one wonders why civilised people still fly SAA. I definitely, will not use SAA for private purposes/vacation. Secondly, please send the crew on communication skills training as one cannot understand what they say, when they make announcements. Luckily, this is not a general experience, but could be disastrous in an emergency.

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South African Airways / FlySAA.com not refunding money double deducted from my account

had to book a flight on SAA using my voyager miles that would expire. I phoned Voyager 4 times (holding on for at least 15 min per call), just to find out that for some unknown reason my flight was cancelled every time.

Eventually after another 4 calls to Voyager my flight was booked and I received my flight details. I then realized that they made a double deduction on my credit card.

I phoned Keith and Shaun NUMEROUS times (about 10 times) to get this sorted out. Everytime they promise to return my call within 10 min with a solution. Needless to say they never returned any of my calls and have been avoiding my calls ever since.

SAA Voyager have not yet refunded me for the double deduction, despite their 30 days policy. I think it is unacceptable that I have to wait 30 days for a refund from them while they get the interest on my money.

It has been more than 30 days and they have not yet refunded my money despite promises from Keith and Shaun that the problem will be sorted out.

This is unacceptable!

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South African Airways / FlySAA.com neglecting taking care of my 6 year old daughter

My 6 year old daughter flew as an unaccompanied minor (UMN) from Johannesburg to London on an overnight flight with South African Airways, when she landed on the 27th of December at 6am only wearing T-Shirt, sandals and a small skirt wrapped in a airline blanket looking totally scared and freezing cold with no hand luggage, and only one case instead of three pieces, the first thing I did was give her a big hug and reassure her.
I then found then found out that she had only put one case in the hold and due to weight limits she had to take 2 pieces of hand luggage which was handed to the Ground staff along with my daughter but had been lost

I then went to sit down and find something for my daughter to wear to keep her warm from her large case, while staff tried to find out more information and by coincidence met a nice lady who had sat next to my daughter. I asked her about the flight and mentioned SAA had lost her hand luggage she told me the crew didn’t take any notice of my daughter and that she had looked after her the whole flight

We are into the third week of waiting for this to be resolved, and can not get any progress from customer services representative, we are told that this is because she has asked managers and doing all she can people and no one is getting back to her. What is the point of having customer services if no one cooperates with them?
The content of these bags other than warm clothes were included my daughters toys which she had just had for Christmas and her recent birthday

for such a young child to fly unaccompanied in the first place is a massive worry but you put your faith in the professionals who are used to this and when the whole experience turns out to be the horror story that this has been, you would think that SAA would be in a rush to put this right and escalate this to the highest level to get it resolved as quickly as possible

The whole episode is ongoing and two and a half weeks in and SAA have not even checked the security cameras of investigated the matter fully or even acknowledged that the baggage was in their position so we can push ahead and claim for our losses.

I will never use them again

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South African Airways / FlySAA.com baggage tampering and theft

Had the misfortune of flying with SAA to LOS from JNB (SA060 dept 20 Feb 2010).

Along with scores of other passengers, I experienced missing luggage and theft from checked luggage. The degree and scale to which my fellow passengers and myself were targeted can only lead me to conclude that your baggage handling services in JNB have been contracted to an organised crime cartel. I specify JNB because I have flown into LOS from other locations without mishap or aggravation. Further, my colleagues fly on a daily basis into LOS from other international locations without incident.

Dear SAA - kindly inform the Ringmaster in charge of your JNB Security Department circus of the failure by his clowns to fulfil their function. Its just not funny anymore.

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Disgusted South African
, ZA
Jun 28, 2011 8:53 pm EDT

I also flew SAA via Johannesburg twice ( april n June 2011) n twice my checked luggage was damaged n items pilfered but what really is frustrating is that SAA baggage services didn't bother in the least. They have yet to replace the baggage n reimburse for pilfered property. DO NOT fly SAA. Boycott this airline.

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South African Airways / FlySAA.com overbooked flights??!!

I do not even feel the need to write the whole story here, so i'll just copy and paste the letter i sent to them.

To Whom It May Concern:

The following letter serves to inform you of the disgraceful service received from a company who prides themselves in being South Africa’s Airline.

On 26/10/2010, after searching every mentionable airline on the internet, I booked a flight on SAA flight SA0343 departing 16 December 2010 at 14:00 from O R Tambo international arriving at Cape Town international at 16:10. I have never flown with SAA, so I thought it might be an experience, flying with this prestigious company.

I had gone to the nuisance of changing so many of my travel plans, seeing as my husband was already in Cape Town, and my children would arrive there shortly from Holland, and had to arrange someone to take me to the airport on the 16th, as I was working the morning. Upon my arrival, I went to the SAA Desk for book-in, where I was informed that my luggage was overweight. This I had expected. I was then sent to another counter, where I had to pay for the excess baggage, which I did.

Upon my return at the Book-in desk, I was informed that the flight was overbooked. OVERBOOKED! Is it just me, or does the planes just have a certain amount of seats to sell? How is it possible to overbook a flight? It’s absurd! Where were these people, like me, who have already booked, and paid for their tickets, supposed to sit? On the pilot’s lap? Never in my life have I heard such garbage. The thought is just beyond my understanding!

I was informed that this procedure is quite routine, which again, I cannot comprehend! How can a company, with only a limited amount of products i.e. seats on an airplane, sell more than they have in their possession? Is this how SAA makes their money? Never in the close to 30 years of me flying on domestic as well as international flights, has this ever happened! Not even on the “silly” airlines, such as MANGO or KULULA, has this ever been a problem. But this was the “excellent” service I received from South African Airways.

Not on any of my documentation or correspondence from SAA, was it stipulated that the overbooking of a flight might occur. Not even upon quick inspection of the SAA website, could I read any such notice. That possibility was not communicated to me, which may lead me to think that this might be against the law? Luckily, I am not an expert on that field.

In any event, thereafter I was put on a flight (SA 347) which would depart an hour after my planned and originally booked flight. I had to wait around the airport, during the festive season, for a secondary flight which I had to be on because somebody was not capable of doing their jobs. The other school of thought is that the overbooking of a flight is thanks a company getting greedy, and trying to cash in as much as possible, whatever the case might be.

I was not able to inform my husband, or the person dropping me off at the airport of my later departure, and subsequently my husband had the wonderful task of waiting for me in Cape Town, without any knowledge of what has happened with my flight. Eventually, I got on the second “lifesaver” flight, and this too had a delay of over twenty minutes due to a baggage problem.

I only arrived in Cape Town close to six o’clock that evening. If I had known that this was the case, I would rather have booked with another airline, one that I can place my trust in.

I can say with confidence that this was the worst traveling experience of my life. I am disappointed that this was the case, as I expected more from this company. I am not sure whether I will make use of your services again, but will most probably base that decision depending on the feedback that I am expecting from you.

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Spooked
Melbourne, AU
Jan 13, 2011 2:30 pm EST
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you are entitiled to compensation

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South African Airways / FlySAA.com disgusting customer service

Myself and my 6 year old son arrived at CPT airport, wrapped bag, proceed to check in counter.With attitude he told me that our bags are over weight & I must read the sign board, I said to him that I will pay in for the difference and he then said I must read the sign board.He then applied that I was trying to bribed him.The attitudes got worst between us.Then told me that I cannot pay for the extra weight I must go sort it out.I asked how and where and then once again was told its not his problem and I should stand on a scale at home and weigh my bags before I come to the airportand it sure looks like I need one!Management claimed to have been there through out the whole conversation.The manager told me to take my bags somewhere/wherever and unpack my bags and move some stuff into my hand luggage to make the bag lighter. From there the manager and check in assistant ignored me flat and would not help or answer any of my questions. I then took the bags off the scale and went to the side of the airport where the baggage wrap plastic is .I then started unpacking all my luggage onto the floor and in front of passing passages. A Swiss porter and the plastic wrap baggage people came to me and offered their assistance in telling me what to do and helped me weigh the bags to make sure I have the correct baggage weight. Therefore I had to rewrapped my bags at my own expense again!I went back to the check in counter, approached the manager who ignored me and then finally he told me to go back to the check in assistant that I saw at first and then he refused to help me and told me that I am rude, I went back to the manager and I was tossed between the 2.Finally decided to check me in and I was escorted by a Swiss port person to the aircraft as I was now late.Eventually got on the plane, sat down, to top it on the airhostess messed a cup of coffee all over me.Landed in JHB and my bag does not pitch. Went to the lost luggage department and get told to wait and they can try track the luggage down.While waiting at JHB airport I go to SAA Voyager counters to try at least get hold of someone/manager who can maybe be more of a assistance, I must call the call centre for customer service.CPT advices us that they are too busy today to track the bag.SAA blames ACSA and ACSA blames SAA for my luggage being lost.

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YvonneO
, ZA
Jan 25, 2013 1:41 am EST

Good day

On 26 December 2017 I flew via JHB (SA236) from CPT (SA354) to London Heathrow for my 3 week holiday with SAA for the first time internationally. The long flight there (SA236) was not too unpleasant, the staff were friendly, only thing was the facility door in Economy was broken and the bathrooms were so dirty I didn’t even want to use it. Secondly, on my way back, departing 13 January 2017 on flight SA235 to JHB, the flight once again was not too bad, except for the flight attended that was on duty in my isle (seat 38C-Economy). She had a terrible attitude every time she came to offer us something to drink/eat. The morning we were intended to land (14 January 2017) she came to offer breakfast and something to drink and spilled hot coffee all over me and wasn’t even apologetic. I had a new white coat on (that I got as a gift) and another coat I was sitting on, both ruined with coffee stains, my jeans was soaking, my t-shirt was wet and I had no change of clothes with me, as I still had to check in for my next flight back home to CPT (SA323). She eventually, after I asked 3 times, came to take my details down as they were meant to send my items for dry cleaning. It has been almost 2 weeks and I have not heard anything from SAA and both my coats, my white t-shirt and jeans is completely ruined. One of the passengers sitting opposite me, Melissa Heart, witnessed all this. I had to sit for about 5 hours with wet clothes. I will not travel with SAA internationally again, as my first trip with them was highly disappointing.

I am not a happy customer :(

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teamsports
Birmingham, GB
Jul 07, 2014 7:51 am EDT
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About 3 yrs ago, I was stupid enough to book 20 odd flights on SAA, and paid with my Amex card.

This card became .. a 'hot' card, and all flights were cancelled, and any future flights bookings with the same card, are cancelled.

The card is fine .. Its mine etc, and has credit .. But has been flagged, as high risk, due to the large number of flights booked.

I have called SAA, at least 10 times, to have the card taken off the 'hot list', and no-one gives a Jot.

I have lost all patience, with this airline, and its customer service .. Which, seems v poor.

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Christo duToit
, ZA
Aug 01, 2011 12:56 pm EDT

I was recently scheduled to fly back from New York to Johannesburg. I called around 10 times during the morning to move my flight back to the next day and was eventually advised 2hours and 15minutes before my original departure that I had been moved to the Monday flight.

At no point was I advised of the change fee. When I arrived at the airport on the Monday, I was charged $2550 (around R17, 000) to change my flight (flight was overbooked and I had no other option but to pay the charge). Had I known this was the change fee, I could have made it to the airport and taken my original flight. In addition the charge is excessive and more than any other one way flight available on their website.

SAA have declined my claim or any refund indicating that I was automatically moved from my flight as the check-in time was 3hours before departure. Having flown with SAA several times before, this is not their general practice and have never been kicked off my flight when I arrive 2hours prior to a US departure.

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Kutgir
, US
Sep 09, 2010 7:33 am EDT

I made a incorrect booking via the SAA web site for a flight in December. Went to bed and lodged a query the very next day to say that I would like to amend it. They don't want to, saying I must upgrade my ticket or book a new one. I could understand it if the flight was a week later, but it's 4 months before the flight. Please let me change the flight or refund me please. I have proof of all my queries lodged.

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Wooper
, US
Jan 11, 2011 5:54 pm EST

We booked our senior PM on a flight to George - leaving Sunday 1:25. Due to bad weather the flight was delayed. It took him 3 days to get to George, all of which he spent at OR Thambo trying to get any form of assistance. SAA could not offer any updates, a re-route, refund or any other solution. It was embarrassing and dispicable to say the least. All of my other staff who flew one time, were re-routed to PE and transferred at no additional cost. I spent in excess of 4 hours on the phone to SAA who could not assist in any way at all. I was referred to manager Ray Watts and after holding for over 45 min for him was told he was refusing my call. SAA we will never be using you again for any of our company bookings... you are useless - unhelpful and just plain rude!

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TSp
, US
Sep 20, 2010 11:19 am EDT

I booked three tickets to Capetown on 29th September for December. My bank sent a SMS confirming the credit card transaction.

SAA issued me an online confirmation with reference number and said tickets would be issued within12 hours. I had a look today and nothing.

My wife and I spent three hours on the phone today. I won't go into the call centre joke of eighteen calls. It was beyond rediculeous.

SAA say they have cancelled the tickets because they have not received payment . My bank wont refund as they say they have outhorised and passed the money to SAA.

This seems a very common ocurence as i browse through SAA complaints. How can your systems be in such a mess SAA!

I have booked and paid, as a customer I have done my bit. I am not changing my dates or want anything from you apart form what we agreed when you took my booking and I paid.

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ECA
, ZA
Dec 17, 2010 4:46 pm EST

I flew on Thurs evening from Joburg to Cape Town with my husband, and when we got to our destination and started unpacking the luggage we noticed that the lock had been broken off our one bag. Subsiquiently it was the bag with the christmas presents in, which I thought would be safe and having a lock on it would be fine. I opened the bag to find that all the christmas presents had been opened, wrapping paper still in the bag and some missing and that all the presents were now scattered throught-out the bag damaging some of them. I have flown many different airlines and this being the first flight on SAA I would not be happy in recommending it to anyone as the bags were locked and then yet still the bags were broken into and things mishandeled. As of yet I am still trying to get hold of SAA customer care line, and have now seen that their working hours are not 8-5, as when I called at 4pm on a friday their offices were already closed!

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JacquesN
, ZA
Sep 22, 2011 3:09 pm EDT

On 24 Aug 2017 I flew from CPT to Ethiopia with a stop over in JHB. I bought the ticket from SAA as the JHB to Addis flight is a shared flight. When I booked in at CPT I booked my luggage through to Addis.

On my arrival in Addis I was dismayed to find out that SAA had lost my lugage. Two days of phoning SAA eventually lead to they saying that they had found my luggage and that it would arrive in ADDIS that evening.

The next morning 27 Aug I went to the airport and found that my luggage was NOT there, more calls and money wasted to find out what was going on, THEY HAD LOST MY BAGGAGE AGAIN. Eventually two days after that I got my bags. By this time I had been forced to buy new clothing & toiletries.
This plus my phone bill amounted to over R500. I have sent 3 e-mails to their customer services who assure me they will get back to me and then I never hear from them again.

To make it all worse on the 01 Sept 2017 I flew back to SA, though I did not book my luggage through as SAA claimed this was why it got lost the first time, and low and behold they had lost it again.

Three times in less than a week and each time it was found at JHB int. Their response SILENCE

In future when flying to Ethiopia I will book through Aithiopian Airlines as ther atleast know the meaning of the words "customer care"

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Jashmik
, US
Sep 10, 2010 7:21 am EDT

We returned from the UK on 14th September, flight SAA 221 after a fantastic holiday. The lady who served us, seemed like she was having a VERY BAD evening: no smiles, no common courtesy with an abrupt, rude way. Before the breakfast was served, I had to visit the lavratory, but had to queue during which, to my horror, I heard her bite a customer's head off when the customer enquired about her vegetarian breakfast. This word exchange went on for a while and boy, she did not back off. Her service was SHOCKING and I overheard other customers talk about her on the bus at the airport! The gentleman serving the other side of the plane seemed lovely- all smiles and jokes. I wished I sat on his side of the aircraft as my experience would've been extremely pleasant. I could not see his name on his badge, but he was more mature, over 48 I would say, and wore specs. He certainly understands what customer service is about, but with Kim, you will surely lose customers. Kim, if you hate your job, find another one and leave customer service to those who enjoy it. SAA and South Africa can't afford more bad publicity, especially on an International flight months before the World Cup.

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Kiliang
, US
Jan 19, 2011 5:15 pm EST

I booked a return flight for 2 to Cape Town. I submitted the booking and R4536 was deducted from my credit card (confirmed by an sms to my phone). An error message then popped up to tell me that SAA had a problem with their booking system. On receipt of this I mailed SAA about this. They replied a week later to say they refunded me the money and that I must rebook online. Online prices for the same flights are now R8500 but SAA flat our refuse to fix the problem and rebook my flights at the correct price. I have problems with SAA every time I have flown with them. I am a frequent flyer and will NEVER fly SAA again. Their attitude stinks!

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South African Airways / FlySAA.com baggage ransacked and pilfered

Baggage had been placed on belt at SAA check in at Windhoek, Namibia airport. When picked up at Dulles after change in Johannesburg, baggage had been rummaged and several valuable items were missing. Zippers on duffle bag had been opened within which was a hip pouch, which was opened, and inside that was a camera case, which was opened, and the camera removed. Fleece jacket was on other side of duffle and was missing. An incident report was sent immediately to SAA via United, as there was no representative from SAA at Dulles. The Date of Loss: October 8, 2010. Left message at SAA office to report claim by phone: October 11, 2010, 10:40 am (no return call). Filed written report as directed by United Air: October 12, 2010 (no return call). Sent certified USPS mail. Report received by SAA: October 15, 2010 at 10:16 am in Ft. Lauderdale, FLA office. NO response! Called for follow up to claim as no correspondence has been received from SAA: Nov. 3, 2010. Filed notarized claim to SAA November 15th, 2010. Still no correspondence nor communication from SAA. Now, after reading other complaints of pilferage at South African Airways I cannot imagine how anyone could fly with SAA.

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Cratchit75
London, CA
Nov 27, 2013 7:24 pm EST
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My carry-on was taken from me by a SAA attendant at the door to a plane in Washington en route to Johannesburg. I was not given a ticket but there was one from the previous flight from Detroit to Washington. I was apprehensive as the bag carried valuable items but was told by the attendant she would look after it personally. It was three weeks before I got the bag back and it also had been pilfered. Missing was a thousand dollar camera lens, all my expensive memory cards, sundry other items. My prescription lenses had been stepped on and broken. After 2 1/2 weeks of hounding I was told "I think we found your bag. it is in Zambia so we will have it sent to Johannesburg and go through it to see if it's yours." I asked if it had my name on it….no, it has someone else's name on it…..does it have the same luggage number as mine?…no, it has someone else's number….then why do you think it's mine? "Well it looks like yours." Is that the mentality of the people they hire? Why did they not call the owner of that bag? Apparently once a bag is found the file is closed and no remuneration is forthcoming. I had meds for a 7-week trip which I had to replace; I also had to purchase expensive batteries for my cameras and memory cards as we were going on Safari the following day. I kept in constant touch with SAA, we knew the carry-on had been taken off in Dakah when we refuelled but it would seem very little effort if any was made to get it back to Johannesburg. Were it not for nasty emails on the part of my daughter I don't think anything would have been returned. I have written many emails and they just say take it up with your home insurance. At $1, 000 deductible with raise in premiums that's not an option. I asked for a travel voucher but no one is getting back to me. I will continue to hound them until I can find some other way to get their attention. Perhaps I'll draft out a letter to every travel editor of every newspaper I can think of.

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South African Airways / FlySAA.com full refund and poor service

I was supposed to fly from kimberley to johanesburg on fri 10 dec on the 1455 flight african airways. then catch a connecting flight from johannessburg at 1920 for hre also on south african airways.
i checked in and was informed that the plane was 1 hr delayed i didnt really mind as i would still have enough time to catch my connecting flight. At the new boarding time 1510 i was informed that the flight was actually only leaving at 2020! i had to cancel my flight and now i have to spend more time and money negogiating for a refund it is the most ridiculous thing i have ever heard shame on you saa you are truly money hungry greedies and you have lo

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South African Airways / FlySAA.com other persons clothes in my suitcase

On the 27th Of August 2009 I flew to Cape Town on the 6am flight. All was ok on the flight but the problem started when I got to Cape Town. At the baggage claim I waited for 25 minutes for my suitcase to arrive and thats when I realised that my suitcase was not coming out. Me and 5 other passengers when to the baggage claim counter to ask where our suitcases were and they told us that our suitcases had been left in Joburg. They asked us to fill in some forms and told us that the suitcases were on the way in another flight and will be delivered to our respective addresses.

I had an appointment so I left the Airport for Stellenbosch. I was staying in a hotel in Cape Town CBD so I phoned them to alert them that my suitcase would arrive later. And it did arrive while I was out. I got back and I opened the lock with my key (the lock showed no signs of tempering) to my shock I found a red mens Jacket in my stuff (I'm female) that I had never seen in my life!Nothing of mine was missing but it was so shocking to find someones else stuff in my suitcase. I reported it to SAA in Joburg but obviously nothing was done and they didnt care! JUST A WARNING PEOPLE, BE CAREFUL WITH SAA!

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South African Airways / FlySAA.com unavailability of website

I have been trying to make a reservation since Sunday 17 October 2010, on the www.flysaa.com website, which is "available" only to travels travelling from Mauritius.
Can SAA afford to lose business for five days?

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Freqentflyer
, ZA
Oct 30, 2010 9:16 pm EDT
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Don't fly SAA ! Your luggage will be broken into and your valuables stolen. SAA simply don't care and you will receive minimal compensation. Don't fly SAA !

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South African Airways / FlySAA.com full refund denied with medical grounds

My wife was due to give birth in January 2010, a week before my flight in November a complication arose that meant the baby could go into distress and need to be delivered by emergency c-section. The gynae advised strongly that I should not travel as it was likely baby would be delivered in the next 4 weeks.

Called SAA 'customer care', was told I could either rebook the flight for a fee or apply for a refund on medical grounds. To do so I would need to fax a letter from the doctor confirming the situation.

I faxed the requested documentation. Called the following day to see if it had been processed, 22 mins on hold to be told they had not received the fax. Refaxed and called back, gave up after 25 mins on hold. Called back and after 20 mins got told again, no fax received. Emailed document (which I requested to do initially) and document was received. Was then told afet a further 30 mins on hold a refund would not be granted as I was not the patient. Why send me on the wild goose chase in the first place then?!? I have spent over R200, 000 with SAA in the last 3 years and receive absolutley no consideration when I ask for something in return! I'll never use SAA again.

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South African Airways / FlySAA.com double charging and lying

I recently booked a flight (JHB to Durban) on SAA online. The flight was booked, confirmed and paid for a week prior to departure on my credit card. On arriving at the airport I discovered that I had left my credit card at home in Durban the week before. At the airport I was advised that without the credit card present I could not fly. I had proof of identity, copy of the credit card, copy of the online booking confirmation all present at the airport.
SAA then advised that I needed to buy a second ticket (FOR THE SAME FLIGHT) and I would be refunded the first ticket if I contacted the call centre the next day. Hence I was forced to purchase a second ticket for the same flight (another R666). I called the call centre the next day and was advised that they would only refund the airport taxes. It is now a month later, and SAA has not refunded anything. This is theft and extortion. Forcing customers to buy additional tickets, promising refunds and reneging on this amounts to criminal action. Other airlines have business rules and processes that can accommodate situations such as mine when a customer may not have a credit card present. THEY are customer centric.

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7:17 am EDT
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South African Airways / FlySAA.com daylight robbery

My son, Jonathan Rocha, is a second year student at the University of Plymouth. As part of his second year, he has to attend a compulsory course in South Africa. Subsequently, I contacted E-bookers and bought his flight with SAA for £816.46.
Jonathan was born Rocha and when I remarried; I changed his surname to my married name, Mason. About 3 years ago Jonathan decided to change his surname back to Rocha. He changed all his documentation i.e. driving licence, bank details etc to Rocha; except his passport!
When I booked his flight, I booked it in the name of Rocha. Not until we arrived at the airport and saw that his surname in his passport was Mason did it even dawn on me. An honest mistake! Even though E-bookers did ask me for the name in the passport, it did not occur to me that the name had not been changed. It was a genuine and honest mistake and I was soon to learn that this ‘mistake’ was going to cost £1, 690.96.
At the airport, check in desk sent us to SAA Customer Services. They allowed me to contact E-bookers who said they could reissue the ticket provided SAA authorise or agree to it. SAA refused. An hour and a half later we will still standing there whilst E-bookers were trying to pass the buck to SAA and SAA were passing the buck to E-bookers. Their only solution was that we had to purchase another ticket and come back another day, as under no circumstances would they change the name.
Despite the fact that we could prove that Jonathan was both Rocha and Mason and that this was an honest mistake, no one was willing to move ‘out of the box’ and help us. I explained to them that Jonathan is a student living on a student loan and that I have been unemployed on and off for the last two years and that we just didn’t have this sort of money. Jonathan had £766 left which he needed to survive at university and I had £110.
In the end, we decided the best to do was to spend our last penny to get him on this flight. Not attending this course would have meant that Jonathan would either have to change his course or do it next year ... This ticket cost £874.50. SAA refused to make a consideration despite me explaining our situation to them. They were disinterested, unhelpful, uncompromising and negative. Calling them ‘Customer Services’ is a joke. £1, 690.96 later both Jonathan and I are left penniless and SAA have pocketed this money without the slightest concern or consideration.
The following day E-bookers called me to advise that they would be willing to refund £235.47 within 7 – 10 working days and waiver the cancellation fee. Despite this being a shortfall of £580.99 I had no choice to accept this, as this was the best they could do. E-bookers advised me that they contacted SAA and explained the situation to them and asked them to make a consideration. They refused.
This is absolutely UNACCEPTABLE. I agree that airlines have a duty to ensure that passengers are safe and to combat terrorism but surely discretion can still be used? This reeks of ‘money grabbing’ to me. That an airline like SAA can rob their flyers like this, and get away with it, is criminal. It seems that the innocent and harmless are treated the same as the guilty and dangerous.

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Update by Kaz Mason
Oct 01, 2010 3:40 am EDT

I thought they were reputable too from my previous experiences with them. I have always flown SAA as a South African. I have written to the Customer Care but they haven't even bothered to acknowledge my complaint let alone respond to it - common practice I understand from other complainants. At the airport SAA made it very clear that they would not refund my first ticket and, in fact, even refused to make any consideration. Their "solution" was go home or buy another ticket. Perhaps ALL airlines do this but that doesn't make it right! It remains daylight robbery!

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South African Airways / FlySAA.com laptops and many other items are stolen on a daily basis

I had returned from Mauritius and was waiting at the turn-belt to collect my luggage and had waited for almost 45 mins for the luggage to arrive. Only to notice the baggage handlers had deliberately removed the very beautiful name tags off the suitcases. I had called to complain, but was told that Air Mauritius would handle it. I called six weeks ago and no-one called to try to replace it or anything, so when I called today, I was told that it had not been found so nothing was going to be done about it. It was around R160.00 for the item, but the buck was passed. I ordered particular food for the plain, and also was not available once on the plane. So, if something relevantly small is stolen from your suitcase or off your suitcase irrespective of the cost, they wont be doing anything about it!

I would highly recommend that you shrink wrap you suitcase before departure. Laptops and many other items are stolen on a daily basis...this did not quite happen 15-20+ years ago. VERY DISAPPOINTING! and NOT necessary.!

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South African Airways / FlySAA.com no response to my emails, no response to my phone calls

We had Voyager miles that needed to be redeemed by 31st March 2009. We couldn't get onto their site as we had a PIN problem Spent 2 days trying to get through to them and the call was eventually routed to SAA London. The lady sent us an email on how to reset the pin and book our miles. By the time we read the mail that evening Voyager was closed and low and behold the mail did not hold the info it was meant to. The next day was the 1st April and our 370 000 miles had expired.

Now the fun and games begin. I phoned and left messages and nobody returns your calls. Eventually I spoke to an agent who said they could help. Then I explain the whole story, and they never call you back. When I tried to call them, I'm told they are not on that shift. This happened 3 times. Then I asked for a supervisor. They are always in meetings. Eventually Lungi comes to the rescue. I needed to go to Telkom to prove that I had called Voyager on the dates I said. Eventually 3 months down the line I am told we are getting our awards issued to us.

GUESS WHAT! I am still waiting. No response to my emails, no response to my phone calls.

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South African Airways / FlySAA.com beware bad service and luggage tampering

I flew on May 22 on SA67 from Zambia. I was flying business class. At the airplane entrance, senior crew member Koko Mungani, requested that my carry on bag should be checked in despite the fact that the bag was well within the allowed size limit (115cm sum of all dimensions). Unfortunately, I had to comply, and baggage handler that was standing next to her took my bag. When I got home I realized that my cologne was missing from inside the bag (from a small pocket on the side of the bag).

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Lianie
, ZA
Jun 03, 2016 8:30 am EDT
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Two years ago I said I will never fly with SAA again (Flew to Argentinia). Almost everything on the plane was broken and the airhostess was so ARROGANT ! I thought maybe it improved and I flew to J-Bay in November - on the flight back I booked in my stroller (infant travelling with me) with a ticket that says " Delivery at Aircraft, Remember, Dear Customer, this item will be delivered at the aircraft door or at the foot of the stairs. Please wait for it." When I got off the plane I asked the hostess where my stroller was and she said that I cannot have it and I must collect inside the airport. I explained about my ticket (no 32679) and she got more and more impatient with me. While talking to her they offloaded my stroller not even 10m from where we were standing. I said I was going to collect it and she got so arrogant and made a very big scene ! I wasn't the only mom with a baby that had to put up with her attitude ! I think its pathetic that they are not willing to help mothers with babies since I was travelling alone, had to get on a bus and drive very far to the airport. From now on I will DEFINITELY NEVER EVER travel with SAA again and I will tell all my friends and business partners about the pathetic service of SAA hostesses ! Maybe the "authority" given to them to "serve" us is too big to handle.

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Eric beaume
, ZM
Aug 17, 2011 8:19 pm EDT

I have experienced exactly the same situation, also from Lusaka to joburg. In my case the flight attendant was a certain "kevin". I lost a digital camera which in the rush (the flight attendant was actually pressing and aggressive) I forgot to remove from the bag.

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Sudanx
, ZA
Aug 17, 2010 11:19 am EDT
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It makes people aware Where there is smoke there is fire Service providers cannot be on a site like this too often

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