South African Airways. Customer Care ... what a joke!
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Join Date: Feb 2001
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Age: 70
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As is often the way after persuasion they have agreed to settle in full. It is a shame that I had to resort to unpleasantness to achieve this.
Both SAA London and SAA JNB offered to refund (and no I didn't say yes to both!) as per the emails below.
The persons I dealt with in both places were courteous and efficient, it's a pity that I had to fight to get through to those people.
and my emails to them
Both SAA London and SAA JNB offered to refund (and no I didn't say yes to both!) as per the emails below.
The persons I dealt with in both places were courteous and efficient, it's a pity that I had to fight to get through to those people.
Dear Mr. xxx
Thank you for your email.
Please accept my apologies on behalf of South African Airways for the problems you have experienced with your online bookings.
Having reviewed your correspondence I am happy to advise you that I am in the processes of arranging a refund on the exchange rate losses and call charges you incurred due to the billing errors on your credit card. Kindly confirm that the transfer of £34.09 can be arranged onto the Visa Card ending in xxxx?
Yours sincerely
xxxx xxxxx
Customer Relations (London)
Thank you for your email.
Please accept my apologies on behalf of South African Airways for the problems you have experienced with your online bookings.
Having reviewed your correspondence I am happy to advise you that I am in the processes of arranging a refund on the exchange rate losses and call charges you incurred due to the billing errors on your credit card. Kindly confirm that the transfer of £34.09 can be arranged onto the Visa Card ending in xxxx?
Yours sincerely
xxxx xxxxx
Customer Relations (London)
Dear Mr. xxxxxx
I hope to finalize your compensation claim regarding the rate of exchange differences as well as the telephone costs during the course of today. Will it be in order to credit the amount of ZAR 504.53 to your credit card VI xxxx.
Regards
On line Refunds (Johannesburg)
I hope to finalize your compensation claim regarding the rate of exchange differences as well as the telephone costs during the course of today. Will it be in order to credit the amount of ZAR 504.53 to your credit card VI xxxx.
Regards
On line Refunds (Johannesburg)
Dear xxxx
As you can see from the emails below, the matter is now concluded.
Mr v. d. Westhuizen called me a short while ago confirming the refund. I have thanked him and expressed my appreciation to him for his intervention, as well as my dissatisfaction with the way Customer Care in JNB dealt with this.
If everybody I had dealt with were as efficient and helpful as he is, and as you are, it would have been sorted out a lot faster and without the need for unpleasantness. Hopefully there is a lesson in this for JNB Customer Care management.
With my best regards and thanks
Dear Mr. van der Westhuizen
May I thank you for interceding and for bringing this unfortunate situation to a satisfactory ending.
It is a pity that it was necessary for me to be unpleasant to achieve this, as it could have been sorted out amicably and at an earlier stage. It could have been avoided if Customer Care had treated this better, allowing me to speak directly to someone such as yourself, rather than fobbing me off with unhelpful replies or simply ignoring my emails over a period of some 6 weeks.
I do appreciate your fast and helpful response.
Best regards
xxxxx
As you can see from the emails below, the matter is now concluded.
Mr v. d. Westhuizen called me a short while ago confirming the refund. I have thanked him and expressed my appreciation to him for his intervention, as well as my dissatisfaction with the way Customer Care in JNB dealt with this.
If everybody I had dealt with were as efficient and helpful as he is, and as you are, it would have been sorted out a lot faster and without the need for unpleasantness. Hopefully there is a lesson in this for JNB Customer Care management.
With my best regards and thanks
Dear Mr. van der Westhuizen
May I thank you for interceding and for bringing this unfortunate situation to a satisfactory ending.
It is a pity that it was necessary for me to be unpleasant to achieve this, as it could have been sorted out amicably and at an earlier stage. It could have been avoided if Customer Care had treated this better, allowing me to speak directly to someone such as yourself, rather than fobbing me off with unhelpful replies or simply ignoring my emails over a period of some 6 weeks.
I do appreciate your fast and helpful response.
Best regards
xxxxx
