SAA
Experienced gross incompetence booking a flight

I inquired via email whether I could book 2 flights, one for me and one for my son, using our Voyager miles which had accumulated over several years of supporting SAA. Initially Thandiwe was very helpful and I was quite impressed when she sent me an email stating that we have enough miles. She then sent 2 bookings via email.

My son arrived at King Shaka and quoted his ref no, only to be told that the ticket had not been paid. He then phoned me and i immediately phoned Thandiwe. She then claimed that she had sent me an email stating that we needed to pay for the airport taxes, but she had not. In addition she then claimed that she had not taken the miles from my Voyager miles, as she was waiting for confirmation from me. None of this was explained on her email, of which I have a copy.

When I told her that her email did not state clearly what had to be done, she refused to accept responsibility. Unfortunately I then lost my rag and was very rude to her.

I needed for her to accept that her email was very unclear as to what was expected from me, rather than doing the normal Malawian thing which is to deny any wrongdoing, and then to sort out the problem, but she was not interested.

Company: SAA
Country: Malawi
City: Blantyre

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