Saudi Airlines
Lack of integrity and customer service

When we went to the office as there were other passengers querying the same issue that they would need to pay extra to upgrade there tickets, they were told by Mr Mazen Al-Athel (South Africa GM) that he is innundated of the number of customers querying this issue and he agreed that they would not need to upgrade or pay, as he said that it would not be fair as the rules changed after we had bought our tickets. he will allow for them to travel on the original price and class for umrah. I then mentioned that this is not fair and consistent as you made me pay for 6 passengers upgrade and if you decide to apply a rule to certain passengers then it should be allowed to all passengers on this flight. Mr Mazen then agreed that he would refund me the money within 5 working days. I was delighted by this and all the administrators working in the office were witness to this that it will happen in 5 days I will get my money. The concern now is, that it has been over a week and have not yet received my refund of R12000 rands. I inquired about this and Mr Mazen said that he has changed his mind and I will no longer receive the money. This is unacceptable and without integrity

Company: Saudi Airlines
Country: South Africa
City: OR Tambo Airport

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