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| Title of Complaint | SAA lives off taxpayers but can't provide |
| Date of Complaint | 30 March 2006 |
| Company | SAA |
| Complaint | I'm writing this complaint while on hold to FlySAA. Considering how long it takes SAA to answer their phones, I have more than enough time to get my complaint in writing.
What other business out there survives with response times to phone calls of anywhere between 5 and 20 minutes? I purchased a return ticket for 5 April at a total charge of R 984 (going CT to JHB & returning on the same day). Today I've called FlySAA to change the return flight to 6 April & they've quoted me an upgrade cost of R 1,300 on my flight that cost me R 984 yesterday. Please explain this, SAA. Whilst voicing my concerns, I would also like a simple explanation for why SAA can't accommodate persons flying on cheap class tickets (X Class) who wish fly earlier. How many times have I arrived at JHB international wanting to fly back at 2pm instead of 5 pm. SAA policy states that X class tickets can't be changed - even when a 2pm flight is totally empty. As a tax payer who supports the Haemorrhaging SAA which loses money daily, I do not understand the accounting principles behind enforcing rules relating to cheap tickets when there is an opportunity to fill an empty flight and create space on a premium flight such as at 5pm & possibly add another sale to the books. SAA should perhaps consider adding a strapline beneath their logo to emphasise their corporate values, something like: "SAA - REMEMBER THE CUSTOMER IS NEVER RIGHT AND OUR PRICING IS COMPLETELY EXPLOITATIONAL. BUT WE STILL CAN'T MAKE A PROFIT" |
| Response on behalf of SAA | Awaiting a Response |
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