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| Title of Complaint | SAA Voyager Mileage Scam |
| Date of Complaint | 24 April 2007 |
| Company | South African Airways |
| Complaint | My wife and I have planned a trip to Italy for sometime now. I have been comfortable that I have enough miles to book through Voyager ( have have 111,000 miles ) and www.flysaa.com confirms this - their useful mileage calculator reports that I require 53,300 miles for a return flight to Italy from Cape Town.
On attempting to book online, Milan was no longer an available destination (despite being an available destination within the mileage calculator). On phoning SAA I was told that I need 60,000 miles per person due to SAA being part of Star Alliance. The call centre operator and customer complaints personnel that I spoke to were completely unsympathetic with the fact that the SAA website misrepresents the mileage required for certain trips. A company the size of SAA has the responsibility to publsih accurate information on its website. Discussions with a call centre operator highlighted the fact that SAA are aware of the error. Considering that consumers support the Voyager mileage scheme based on the perks promised by SAA, I consider the Voyager program to be a scam of huge proportions with SAA answering only to ... SAA. SAA misrepresents (knowingly) miles required for flights on their website and there is no consequence - in my opinion this borders on fraud. I have demanded that SAA honour the published mileage usage on their website and they have declined. Thanks again SAA for yet another brush with shocking customer service - is this what the Star Alliance really represents? |
| Response on behalf of South African Airways | Awaiting a Response |
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