I complained quietly on SA Express' website about a terrible experience at the check-in counter.
Summary: I checked in online for a 6 am flight to Bloem. When I got to the gates at 5.25 the scanner wasn't picking up the cellphone boarding pass. I was directed to check-in counters where I hurriedly explained to the lady why I was rushing. Her reaction? To tell me that I was late - I wasn't as I had been at the gates half an hour before my flight. An infantile argument started culminating in her throwing my ID back at me and refusing to talk to me. Other staff were incredibly rude too. Plane was delayed by an hour so she could've told me that instead of lecturing me. She initially refused to tell me her name but eventually did - "Thumelo" - however she refused to spell it and her badge wasn't visible.
SA Express have the full story but have not given me any feedback except for automated responses. I followed up on the 29th of October and the 19th of November but have not had 1 element of human contact from them. I have spent so much of my time on this. All I wanted was an apology but this has not been made available to me.
Look at your website. Is this "service excellence"?
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