I travelled from Durban to Johannesburg a while ago and I had one checked bag which weighed 16kgs. I also had my electric blanket in a plastic bag which weighed 2.6kgs. Because I worked at SAA for 16 years, I understand that baggage policy is baggage policy, I knew that there would be an issue with the extra piece so I called a check in supervisor at ORThambo who I knew and asked them - they assured me that as long as the second piece was not a suitcase and was under 3kgs there would be no problem at all. Well, clearly the staff in Durban didnt get that memo - they would not allow me to check that 2nd piece in and wanted to charge me R350.00 they also wouldnt allow me to pool my luggage even though the electric blanket was in a clear plastic container. When I told the check in person and the supervisor that I had called to confirm and I gave them the name of the person in Johannesburg, they refused point blank to even listen to me. I also mentioned that I am ex airline staff and the check in person rudely told me that things have changed since I worked there - well for me Customer Service doesnt change - Our company is now going to move to SAA / Mango - bye bye Comair.
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