In Wellington on Christmas day (SA 24th) we spoke to Alfons at SAA help Desk we needed to return to SA asap, he told us seats were available and to use his name at the Airport. We did this but neither Air New Zealand or the Qantus desk could access our ticket reference and the flight details given to us by Alfons were meaningless, he should have enquired whether we had a visa or not. We ended up spending 18 hours at the airport waiting for a flight out and we had to pay R32, 000 rand for new flights. SAA have walked away from our complaint, saying it was not the Helpdesk fault and thats it. We feel they should compensate us for all our anxiety, frustration and cost, after all their help desk should have advised us correctly they also do not know why our ticket reference no could not be accessed.
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