Justin Hartman

Posts Tagged ‘SAA’


Posted on October 23, 2008 - by

SAAsucks.com

SAAsucks.com

What do you get when you…

• …install a brand new WordPress instance on a fancy new domain name?

• …steal FlySAA‘s home page banner and insert it into the WordPress default theme?

• …do a Google search for other people who’ve complained about SAA?

The answer… SAA Sucks.

Seriously though, the whole getting ripped off experience I’ve recently gone through with South African Airways has really hit me hard. What’s more is that I’ve realised that not only do most people feel the same way but many have gone through similar experiences.

Added to this, my letter of demand to Khaya Ngqula (CEO of SAA) seems to have fallen on deaf ears and I’ve been left with a bad taste in my mouth ever since.

Thanks to Gregor for giving me the idea to do a site around this and in a short space of time I managed to get SAA Sucks up and running. The idea behind it is to dedicate space on the interwebs for anyone to go and complain about SAA.

It is clear that SAA are living in complete arrogance and have a total disregard for their clients and I think we need to take a stand. I’ve been a big pundit of the power of social media and now we can really put it to the test and see if we can make any difference whatsoever.

So while SAA Sucks is now live it’s up to you guys to help me spread the word. Write a blog post about it, send the link to your Facebook friends, post it on Twitter, Google bomb SAA with a link to SAA Sucks, frankly I don’t care – just spread the word.

Finally, If there are any designers out there who’d like to do a proper theme for this site let me know – it could do with something decent!

 

Posted on October 21, 2008 - by

SAA – extortion at its best

SAA – extortion at its best

It’s Luke’s birthday in November and as a special birthday gift Colette and I have decided to fly his grandfather and my sister (his aunt) down from Jo’burg to spend some time with him over this time. We figured that he could use a little familiarity what with us relocating to Cape Town so today I set off to book two plane tickets online.

My first choice would have been British Airways (R4,000) but they seemed way too expensive and I couldn’t see much difference between Mango (R3,100), Kulula (R3,200) or SAA (R3,477) so I decided to opt for an airline that was trusted to arrive on time and booked my two tickets with SAA.

When I received the confirmation of the booking via email I noticed that my father-in-law’s surname was not correct and had been replaced with my full name. So, it looked a little like this ROBERT JUSTINHARTMAN on the confirmation slip. I immediately called the SAA call center to have this surname changed.

To cut a very long story short SAA do not change surnames on tickets that have been paid for. Had I not paid my ticket straight way I would have been able to edit these details but being a good customer is actually a negative thing in SAA‘s opinion.

The error allegedly occurred as a result of me adding in my own frequent flyer number in the booking form at the time of booking. By doing so the SAA booking system automatically updated the surname in my father-in-law’s text box with my full name and as a result I now had a ticket that was totally and utterly useless.

The result: I have to cancel the old ticket and rebook a new ticket under his real name.

The caveat: I have to pay again and I’ll only be refunded the airport tax from the original ticket – SAA keep the airline fee.

I fought with two different consultants and their supervisor for a little over two hours. The bottom line. I’m screwed. SAA refuse to back down even though their system is flawed.

I gave up at the time and just booked a new ticket. This means that instead of R3,477 I have now paid R5,352 less my airport tax refund of R895.00 for this system error and I’ve lost just short of R1,000 in the process.

I feel robbed by these twits and totally helpless but the more I’ve thought about the events that transpired the more I realise that I need to stand up for my rights. I personally wouldn’t do business like this so why should I stand for it? This is simply consumer extortion.

As of this morning a letter of complaint, demanding a full refund of my original ticket purchase price, has been sent to Dr. Khaya Ngqula – CEO of SAA and the customer service department. I’ve only ever written one other complaint before which was to BMW and I had success with it so I’m hoping for much of the same.

Having said that though I’m not optimistic for a positive outcome. Unlike BMW I have come to realise that SAA couldn’t give a flying **** about their customers and I can’t see them doing a turn-around now.