SAA
Entrapment of Customers Into Additional Costs

We flew Cape Town International to Port Elizabeth on 17 January with two bags and two bike boxes. The bikes were checked in as Sporting Equipment. This placed the understanding this was our allowance for travel as we were never told otherwise. We sat at the airport for 2 hours after that as the one and only plane that was delayed was ours, but did not complain or throw a fuss.

On 21 January when completing the return leg of our journey we met a poor attitude from the check in staff and manager on duty. We were forced to pay R800 over weight charges as the bicycles are not part of sporting equipment. Explaining the situation, the manager turned her back and walked away with the issue unresolved.

We were told the plane will leave us behind and they are not interested.

The company forced us into this cost, full well knowing we had to get our luggage home.

We would have made alternative plans if we had been advised otherwise before departing on our journey.

The head office has been even less helpful, taking a WEEK to reply to a "max 48 hour response time" complaint.

Disgusting, poor customer service and very poorly run front office business.

Company: SAA
Country: South Africa
City: Port Elizabeth

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