I am not happy with the level of customer service i received on the S.A.A and they couldn't even get me on an earlier flight to London, after all it was my mothers 50th Birthday and i would have really liked to have been there. Not only did i never make it for her Birthday but i lost a whole weeks holiday that i payed for, and all i got offered was another flight a week later then my original flight was booked. How on earth do you keep your customers happy with a poor excuse of service like this. Its almost not worth me going over to London anymore because of the time i have already lost. Its not their Flaunt, but neither is it mine. but i spent a lot of money and this is all they can do for me.

Well Thanks for a perfect start to a Dec Holiday.

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!!!

I flew overseas with a Star Alliance airline in August. The miles have not yet been allocated. My Voyager No was on all the tickets booked. Now I have to submit the boarding passes by registered mail to get the miles allocated. What is the point of having your Voyager No on the tickets if nothing is going to be done with it? Can I take these tickets in somewhere because the next thing you know the registered mail will not get there?!!

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.

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.!