SAA's new system 'chaotic'
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SAA's new system 'chaotic'
by Annemarie Viljoen
2010-11-29 13:16
As you may be aware, SAA implemented a new system on Friday. Just before the last weekend in the month, when travel volumes are high.
This system seems to have been implemented without proper testing and training of staff, and led to chaos at OR Tambo since Friday - seemingly for all travellers to African countries.
Hundreds (thousands?) of people missed flights, some even twice, even with boarding passes.
I personally stood in a queue for eight hours before I eventually left, deciding to rather try again in two weeks' time. People around me were there the second day in a row, and were told to return this morning, or in some cases on Tuesday.
People were told they aren't booked on a flight, even when they had confirmed seats. It took over an hour to check one family in, with the result that they missed their flight.
The SAA staff were unhelpful, to the point of rudeness, and I saw a man with a young child being sent away at 1pm and told to return at 3pm, after he has already been in the queue since 7 in the morning. Why? Because his child is crying and the lady behind the counter refused to assist him. She then flung a bag of chips to him and told him his child is hungry and he must get him to keep quiet. She pointblank refused to assist or even tell him whether he will be able to get on another flight to Nigeria.
One group of American tourists were trying to get to Victoria Falls for three days, and two of those days are now already past, so not much point in going now, is there?
During the eight hours I was standing, I didn't see one manager from SAA and when people requested a manager, they were told the manager is not there and his cellphone is switched off. Customer service staff was nowhere to be seen.
This was a very unpleasant experience, and SAA did a lot of damage to people's views of South Africa, and even Africa. I heard a lot of comments about Third World countries and "if this is the most developed country in Africa, what would the rest be like?"
Several people said that if they could just get some information, they would be happy, but clearly SAA does not believe in customer service.
Problems happen. IT systems crash. The test for leadership is what you do when these things happen. SAA managers should have been there in full force and should have had an enquiries desk where passengers could go to get information. Customer service people should have been there assisting passengers and offering tea, coffee, water or apologies.
The worst is: I don't see anyone making a fuss about this! Are we complacent? Or have we come to accept bad service as the norm? I couldn't find one newspaper that reported on this issue! Is it not important enough? Are we not concerned about the image South Africa has in the world?
SAA keeps on getting it wrong, it is time we, as consumers and South Africans, take a stand. I have no intention of ever flying SAA again if there is any other airline that I can use.
2010-11-29 13:16
As you may be aware, SAA implemented a new system on Friday. Just before the last weekend in the month, when travel volumes are high.
This system seems to have been implemented without proper testing and training of staff, and led to chaos at OR Tambo since Friday - seemingly for all travellers to African countries.
Hundreds (thousands?) of people missed flights, some even twice, even with boarding passes.
I personally stood in a queue for eight hours before I eventually left, deciding to rather try again in two weeks' time. People around me were there the second day in a row, and were told to return this morning, or in some cases on Tuesday.
People were told they aren't booked on a flight, even when they had confirmed seats. It took over an hour to check one family in, with the result that they missed their flight.
The SAA staff were unhelpful, to the point of rudeness, and I saw a man with a young child being sent away at 1pm and told to return at 3pm, after he has already been in the queue since 7 in the morning. Why? Because his child is crying and the lady behind the counter refused to assist him. She then flung a bag of chips to him and told him his child is hungry and he must get him to keep quiet. She pointblank refused to assist or even tell him whether he will be able to get on another flight to Nigeria.
One group of American tourists were trying to get to Victoria Falls for three days, and two of those days are now already past, so not much point in going now, is there?
During the eight hours I was standing, I didn't see one manager from SAA and when people requested a manager, they were told the manager is not there and his cellphone is switched off. Customer service staff was nowhere to be seen.
This was a very unpleasant experience, and SAA did a lot of damage to people's views of South Africa, and even Africa. I heard a lot of comments about Third World countries and "if this is the most developed country in Africa, what would the rest be like?"
Several people said that if they could just get some information, they would be happy, but clearly SAA does not believe in customer service.
Problems happen. IT systems crash. The test for leadership is what you do when these things happen. SAA managers should have been there in full force and should have had an enquiries desk where passengers could go to get information. Customer service people should have been there assisting passengers and offering tea, coffee, water or apologies.
The worst is: I don't see anyone making a fuss about this! Are we complacent? Or have we come to accept bad service as the norm? I couldn't find one newspaper that reported on this issue! Is it not important enough? Are we not concerned about the image South Africa has in the world?
SAA keeps on getting it wrong, it is time we, as consumers and South Africans, take a stand. I have no intention of ever flying SAA again if there is any other airline that I can use.
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Probably an exteme case public scenario there and very valid. There is a whole lot more shortcomings when dealing with SAA's customer service and hotline that you just don't hear about.
Cutomer service is non existant at SAA and I personally will never fly them again, if I am the one who chooses the ticket - always had problems with them.
Last time which cemented my decision I actually let a return ticket to Europe expire in the end and flew Ethiad because it was a lot cheaper(+10kg more luggage) than rebooking the SAA returnticket that was already put on hold for R1400 called the hotline more than 10x and everyone saying something different with the final outcome - they wanted to charge another R3500 for that return ticket which had already been paid for and as I said had been put on hold.
If you depend on it - SAA will just screw you in your face.
Cutomer service is non existant at SAA and I personally will never fly them again, if I am the one who chooses the ticket - always had problems with them.
Last time which cemented my decision I actually let a return ticket to Europe expire in the end and flew Ethiad because it was a lot cheaper(+10kg more luggage) than rebooking the SAA returnticket that was already put on hold for R1400 called the hotline more than 10x and everyone saying something different with the final outcome - they wanted to charge another R3500 for that return ticket which had already been paid for and as I said had been put on hold.
If you depend on it - SAA will just screw you in your face.
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Ja, I've had that approach for a few years now, I'll only fly SAA if there is no alternative. Luckily there almost always is an option so its been a few years since my last experience.
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Air France
For those who can remember SAA in the 1980's, well, Air France is like that today, probably even better due to......-well, EVERYTHING!!! Air France today is a brilliant airline where you once again look forward to the air-trip!! Believe it or not, THAT is still possible in today's world.
If work doesn't FORCE me to fly SAA, I will either walk or just not go!
Period.
If work doesn't FORCE me to fly SAA, I will either walk or just not go!
Period.
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Titaniumspleen you clearly do not know what you are talking about. Admittedly the ground staff needs a major overhaul at SAA but as for the flying experience, most European carriers have nothing on SAA - period
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SAA's service delivery is extremely inconsistent, and therein lies the problem. The flight deck crews come across as highly professional and provide good communications, by the cabin crews vary from outstandingly good to appalling. The worst service I've ever had on SAA was in F class (when they still had it) on a JNB LHR 747, where the cabin was attended by a grumpy sourfaced old Afrikaans 'queen' who was only interested in duty free sales.
Ground service is equally variable, it's all a matter of who you deal with and who's trained them. I'd still rather fly SAA than just about any other major airline.
Ground service is equally variable, it's all a matter of who you deal with and who's trained them. I'd still rather fly SAA than just about any other major airline.
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SAA a mess...
Hello everyone,
I am a new member to this Forum but Ive been looking at the posts for some time now. Glad to be a member now.
My Company also only use SAA and there is almost always some issue regarding luggage or check in etc. I personally allways fly Kulula and love the service, their humor and the friendliness of the staff. My parents flew with Mango not too long ago and had no problem and was very happy... I dont know if SAA think they can do what they want like all other Govt depts, as we keep them running.
SAA need to seriously rethink their way of doing things.
I am a new member to this Forum but Ive been looking at the posts for some time now. Glad to be a member now.
My Company also only use SAA and there is almost always some issue regarding luggage or check in etc. I personally allways fly Kulula and love the service, their humor and the friendliness of the staff. My parents flew with Mango not too long ago and had no problem and was very happy... I dont know if SAA think they can do what they want like all other Govt depts, as we keep them running.
SAA need to seriously rethink their way of doing things.
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I've flown SAA hundreds of times over the years and only ever had a couple of bad flights. I've flown Kulula maybe 10 times in the last few years and each experience was, at best, mediocre. I find their forced humour, which most of the FA's really can't carry off, childish and irritating.
In fairness though I must give them full marks for trying hard to make the experience more entertaining - I just don't feel they achieve it.
In fairness though I must give them full marks for trying hard to make the experience more entertaining - I just don't feel they achieve it.
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SAA reminds me of American airlines customer service. None existent. The problem with most of these south African customer service people is that they have never had any training. For the guys who wonder how the rest of Africa is, in terms of it being in the third world. Well my simple answer is don't compare the rest of Africa with South Africa. Air Zimbabwe might have it's delay issues, but staff at the airport are so professional and helpful. I guess that's the price for getting an education. As we all know Zimbabweans are highly educated, love it or hate it, it's a fact.
If you are looking for hospitality in Africa, a lot of countries totally out rank the South Africans, namely Zimbabwe, Botswana, Malawi, Kenya and a whole lot more. south Africa being at the bottom after Nigeria.
For the record, to all the Americans who have been made to believe that the Victoria falls is in South Africa, you have been scammed. It borders Zimbabwe and Zambia....................
If you are looking for hospitality in Africa, a lot of countries totally out rank the South Africans, namely Zimbabwe, Botswana, Malawi, Kenya and a whole lot more. south Africa being at the bottom after Nigeria.
For the record, to all the Americans who have been made to believe that the Victoria falls is in South Africa, you have been scammed. It borders Zimbabwe and Zambia....................
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@blindworm2003
Wind your neck in WHENWE. Your supercilious diatribe makes me embarrassed of my own origins. If you have nothing but hate to spew, do it on the appropriate forums.
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Agree with the fellows about AF, brilliant.
The only cuntact a passenger has with an airline is through the interaction in the rear of the aircraft. Thus SAA is utterly killing itself. At least you get to see the big five before you even land.
You have the elephant that bumps you in the head with it's ample hippage each time it stomps down the aisle. Queue the trombone and elephant song here.
Then you have the hippo, who is like the elephant, but it swims.
Then there is the buffalo, that grunts and snorts at any attempt at communication, especially when said communication requires it do anything other than speak very loudly with its fellow herd in the galley.
Then there is the leopard. Who never changes his spots, and runs so fast that you cannot catch him to request anything. Spends lots of time roaring in the galley with the buffalos.
Also don't forget the lion, the one with the orangey mane that was combed with a fire cracker before flight. Beware the roar from this one. It is especially prone to RaAaaaccciiisssttttrrrrr, especially if you happen to be a lighter shade of prey, and disrupt it's hunt for goodies in the night...that's if you can find it.
Best tip of all for tourists. You don't need to go on a fancy safari in an open top landy to find the big five. Make your way stealthily to the galley of any ****ty A340 with the ANC colour on the tail, and you will find them there. Gaping, yawning, and generally just doing what the big five does. But disturb them not, or they will roar, stampede and perhaps even bite.
The only cuntact a passenger has with an airline is through the interaction in the rear of the aircraft. Thus SAA is utterly killing itself. At least you get to see the big five before you even land.
You have the elephant that bumps you in the head with it's ample hippage each time it stomps down the aisle. Queue the trombone and elephant song here.
Then you have the hippo, who is like the elephant, but it swims.
Then there is the buffalo, that grunts and snorts at any attempt at communication, especially when said communication requires it do anything other than speak very loudly with its fellow herd in the galley.
Then there is the leopard. Who never changes his spots, and runs so fast that you cannot catch him to request anything. Spends lots of time roaring in the galley with the buffalos.
Also don't forget the lion, the one with the orangey mane that was combed with a fire cracker before flight. Beware the roar from this one. It is especially prone to RaAaaaccciiisssttttrrrrr, especially if you happen to be a lighter shade of prey, and disrupt it's hunt for goodies in the night...that's if you can find it.
Best tip of all for tourists. You don't need to go on a fancy safari in an open top landy to find the big five. Make your way stealthily to the galley of any ****ty A340 with the ANC colour on the tail, and you will find them there. Gaping, yawning, and generally just doing what the big five does. But disturb them not, or they will roar, stampede and perhaps even bite.
Está servira para distraerle.
Absolutely spot on and very funny!
The last time I flew on SAA I did wonder to myself how the cabin crew were going to get on with the check in desk at their coming night stop hotel in Munich. I decided that the only way it could work would be if the hotel staff were patient, polite, decent sort of people without a chip on their shoulder and who were proficient in English dialectic comprehension.
The last time I flew on SAA I did wonder to myself how the cabin crew were going to get on with the check in desk at their coming night stop hotel in Munich. I decided that the only way it could work would be if the hotel staff were patient, polite, decent sort of people without a chip on their shoulder and who were proficient in English dialectic comprehension.
