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| Title of Complaint | Sorry, we've lost your ticket... again!! |
| Date of Complaint | 05 November 2007 |
| Company | LAM - Mozambican Airlines |
| Complaint | I'm a Mozambican working in Jo'burg, and I travel often to Moz on both professional and personal occasions. As LAM holds the monopoly over the best flying times to and from Maputo (earliest and latest flights), I flew with them often, and was disappointed with ample frequency:
Last year, I chose to go to Moz for Easter weekend. My ticket was bought in Moz for me and a TPA (ref no.) was sent to me to collect it at the counter. As I arrived at the ORT Airport LAM counter (at 16h00 for a 19h00 flight), I was told that my ticket had not yet arrived at the counter, and was being brought down. 45mins later, I was still waiting. I was then told that it had not been received from the Moz office, and that I had not ticket to travel with. Note, the ticket was bought and paid for more than three weeks in advance! After making an absolute scandal, i was allowed to board without a ticket (only a boarding pass), merely 5 minutes before the gates closed! I was then told to collect my return ticket at the LAM office in Maputo, where it had been issued, and supposedly had never left! The following day, I went to LAM offices (cnr J. Nyerere & Mao.T.Tung), and was told that the ticket had already been sent to the airport, and that I could collect it there at check-in. I should have kown better!! When I arrived at the airport, once again super-early for check-in, just in case, I was told that no such ticket existed! After another scandal (I'm getting good at this), I was allowed to travel ticket-less again. Fast-fwd 15 months, and the same situation is repeated! Due to a power failure in the LAM offices, they were unable to print my ticket, and I board last and ticketless, again! In Moz, the story is the same: the ticket vanishes into thin air, and I have to just deal with it. Now, well and beyond the inefficiency and incopentence, I also have to complain about the frequent-flyer points I had to forego because there was no ticket to prove my travel!! When I enquired, I was told that there was no way they could trace my trip, because i have no ticket to prove, and a boarding pass is not enough! So, they lost the ticket and I had to pay on 2 international trips with no earned points!! Needless to say, I am furious at the non-existent service, and would like to stress that despite being a patriot, I have nothing good to say about My national airline! And this is excluding the fact that the price charged is less than what is charged by SAA with much better service. Last to add: I work in the tourism industry, and can only say that if we (Mozambique) want to be a world-class destiantion, the quality of service of our international airline is a good place to start! |
| Response on behalf of LAM - Mozambican Airlines | Awaiting a Response |
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