South African Airways / FlySAA.com
Reviews and Complaints

I booked a flight online for 2 March to fly from Richards Bay to Jhb. I decided to change my flight to the 9th, so I called customer serv's on the 1st to change my booking. It came to a ridiculous amount of just over R1000. 

I gave them my credit card details for payment. R91 was the fee to change my infants booking. Then I got a bank sms to notify me that R9100 was deducted from my account!

I got a call from SAA saying they mistakely deducted R9100 instead of R91!, and it will be sorted out on Mond.

Early Monday morning I also received a call from my bank asking if I did the transaction or is fraudulent. I explained what happened and they released the money back into my account. 

I thought it was SAA who released the money, however the next Friday night I received an sms saying the R9100 had been taken out of my account. I called SAA on Satr morning. They said the transaction didn't take place. I had to phone my bank and confirm and I sent SAA my bank statements.

They finally agreed I was entitled to the refund. I was told that I would get my refund by the 18th. I still haven't received it! It's a lot of money and I have bills to pay! Really pathetic for such a big company!

My family and I fllew out to Mauritius and were booked with our travel agent a return flight via South African Airways. We get to Mauritius Airport on the 15th Dec 2014, where we are issused our three boarding passes. The boarding passes are for business class. Our bangs get handed in when the SAA manager Mr Vyaporee stops the process and decides to tear up our boarding passes. His explanation "how is it possible that you can arrive via economy and depart via business class." He refused for my family and I to board. Forcing me to go and buy new tickets which cost 18 thousand rand so that we could return to South Africa. Is South African Airways so cash strapped that they forcing passenger to pay double for flights. That was blatant extortion. I have being trying since my return to get an answer from South African Airways without any success. I seriously warn passengers to reconsider flying South African Airways.

We were supposed to fly to Mauritius on Flight SA 0190, due to an unmanageable queue at the passport control (lack of staff) we did not even get close to making our flight( After queuing for more than two hours, we were notified that no flights would be delayed, even though as per our account at least 25 people missed the same flight, when we got to the help desk, no SAA flight was available during the time of our trip and the Manager had a very derogative and bad attitude, after a lovely lady at air Mauritius helped us we were out of pocket R16, 000 and no apology or refund was offered. On the air Mauritius flight we took at least 20 of the people that missed the SA 0190 flight were noted, thus between air mauritius and SAA at least R150, 000 worth of tickets had to be re-bought, never mind some of those could not use their return flights and had to stay over in mauritius until they could buy another ticket to get back. No boarding calls were heard and no effort made from ACSA's side to inform passengers on what to do in these situations. If SAA had any integrity, they would make an effort to refund those passengers or worst case scenario at least issue an apology.

SAA flying from Joburg to Africa is a complete joke. Firstly they have 4 check in assistants to take bags for the entire African region so naturally the ques will take an hour long to drop your bags off. My ticket stated that I could take 2 x 30kg pieces of baggage and the lady at the check in counter, her name is Gadifele Mthetwa, she said that the ticket was wrong and the limit per bag was 23kgs. My bag was 25kgs and she then refused to check my bag in and she threw my ticket back at me and said that I had to go and pay for another bag before she would check the bag in. Not pay for the 2kgs over (which they were not even over) but pay for another bag. I asked to see the manager and some support assistant came, his name is Orateng Bokaba, and he refused to get a manger as he said there was no manager. Both of them were very rude and the whole time were speaking to their mates over me while I was talking. I will never fly SAA again they are pigs

I boarded a flight from South Africa to Mauritius on SAA flight 190, on the 14 Aug '14, only to be denied access upon arrival by the Mauritian immigration office at their airport. I was advised that the reason was I was a high risk Ebola threat, having returned from Nigeria to South Africa 45 days ago. My ticket was purchased through a travel agent in Nigeria who was not informed of the risks or requirements involved.
I was manhandled and treated like a criminal, even after the port health Doctor at the Mauritian airport cleared me from all risk and declared me healthy. My 9 year old daughter was travelling on a New Zealand passport and they refused to let her fly back home with me as the next flight to South Africa was already boarded and ready to depart.
It was a nightmare which could have been avoided entirely if only the airline had followed the regulations the government has set in place. I have spent my entire day on the phone trying to get SAA airline to re issue me the same tickets at a discounted price or… to get any kind of compensation from them at all, seeing that they failed to inform me about the necessary policies and procedures that may affect your travel (like promised on the SAA customer service page :ysaa.com/mu/en/customercharter/CustomerServiceCharter.html )but the truth is that they refuse to take any responsibility.
I am so disappointed in SOUTH AFRICAN AIRWAY “customer service” and their unwillingness to assist me.

I was travelling with SAA from Durban to Johannesburg then connecting to Dakar on 9 August 2014. My ticket was for business class with seats confirmed, Durban/Johannesburg - seat 1F (confirmed), Johannesburg/Dakar - seat 15A (confirmed).

I checked in very early in Durban and got both my boarding passes (DBN/JHB and JHB/DKR). I was told of my boarding gate number and boarding times and just passed my eyes on seats numbers on boarding passes, Durban was as per my ticket and thought everything was fine.

When I arrived in Johannesburg, I went trough immigration gate then looked at information boards to see my boarding gate number then something caught my attention, "boarding gate A15". That caught my attention because I thought the ""A15 or 15A"" I saw on my boarding pass was my seat number as per ticket. I then took out my boarding pass and compare then realized that A15 is my boarding gate and my seat number is 61A meaning my seat is on economy class not business class as scheduled and paid for.

Since I still had time on my side, I went to transit gate to find out exactly what's happening from SAA desk then I was told that the flight was overbooked but I can go to ticket sales for more information, meaning going back to join the queue for people checking out and stamp out my passport again. I got same information at ticket sale but one lady phoned some people and then told me to go back to my boarding gate and wait for team leader who will then help me to get business class eat. I did as advised, waited and waited till everyone boarded when finding out about my issue, nobody knew anything about me and I was asked if I want to board the plane or not.

It became my problem till today because I am the one calling SAA customer care who s forcing me to take 2 one-way upgrade vouchers of which I refused. If I asked for refund they say I may get next to nothing and it will take them 21 working days to process it

As far as I understand, I was supposed to be informed before I was even issued with boarding pass that the flight is overbooked and they wish to downgrade me to economy then give me options that I may look at and decide which one is best for me not just give boarding passes to find out for myself when I have left my home city.

Hi SAA refunds and Customer Service Departments,

We missed our flight on SA190 on 20 April 2014 to Mauritius. I had a tummy bug in the morning. I am absolutely terrified by the service from SAA...!

We arrived at OR Tambo international 3 hours prior to flight time. We checked our luggage in by 7.30am. With my tummy bug that morning I had to run multiple times to the bathroom.

We arrived at the boarding gate 9.10am and the gate was closed and the lady at the desk was not very helpful at all.

We then had to go to immigrations and collect our luggage which had been removed from the flight. We had not received any notification asking for passengers Daya's and Gopal.

We then had to purchase full ticket on Air Mauritius for R8000 per person.

We returned home to SA successfully on 27 April 2014 on SA191.

SAA please refund the SA190 tickets.

All 5 eticket no’s are as follows
1. 083 [protected]
2. 083 [protected]
3. 083 [protected]
4. 083 [protected]
5. 083 [protected]
Kind Regards

I flew from CT (SA354) to JHB (SA236) to Heathrow on Fri 02 May. When I arrived at Heathrow my lock had been broken off, my bag rifled through and items stolen. These items include my GHD hair straightener, 1 x bottle Narsico Rodriguez perfume, 1 x Calvin Klein Euphoria perfume and 1 black fleece lined hooded winter jacket. When I was waiting for my bag at the Heathrow turnstile I noticed several bags were in a similar state of missing locks. This seems to be a serious problem with SAA which no one seems to be doing anything about. When discussing this matter with a BA staff member, I was informed that they had a problem with luggage theft but the responsible staff were fired and the problem no longer exists. Why can SAA not to do the same? We are expected to pay exorbitant flight prices and then the scam at the airport is to cling wrap your suitcase as an added security measure. Why is that? The "at your own risk " part when purchasing your ticket means that SAA is not liable for your personal safety should something happen on the flight. That does not mean that they are not liable to ensure that our luggage (which we pay to take with us) arrives safely and in one piece. I had to pay the sum of R450 for being overweight only to be short that weight when I arrived in London. Please see attached photos for evidence of the crime. I have attached a photo of the missing lock, the state of my suitcase, the small toiletry bag with missing perfume, the ghd bag and my flight tag. Please can you take my complaint seriously. Thank you.

To whom it may concern:

I am a voyager client. I use my miles to pay for my family’s
tickets over holidays to come and visit me in Lusaka.

I recently bought my mother a ticket from Port Elizabeth to
Lusaka to come and meet here new twin grand children who were born in the USA
in January.

On her flight to JHB everything was ok. She arrived in JHB
and went to the next gate to get on the flight to Lusaka. She accidently forgot
her Yellow fever card and was not allowed on the flight. On asking why other
passengers were allowed on the flight without their yellow fever card the SAA
staff replied: “it’s only required for South Africans”. This is not the first
time that i have experienced this inconsistency. I phoned the reservation
office and the staff on that end did not even know what the protocol was for
yellow fever cards.

Here luggage was taken off the plane and she made her way
back to the sales counter to change the ticket. After changing the ticket to
the 06:30 flight for the next morning, she left to find accommodation for the
evening. The next morning when arriving at the check in counter she was told to
pay for this flight. Why did they not tell her this the previous evening! I
guess when its “knock off” time, older females travelling by themselves at
22h00 at night is not a priority. She went to the sales counter again and
paid but by this time the gate was closed and as a result she missed the flight
again and can only fly on the next flight at 11h00.

Once Africa’s greatest airline, and this is what its come
down to!

On 17 July 2013 I flew with South African Airways on flight SA286 from Johannesburg to Hong Kong. After a few hours into the flight the plane was re-routed back to Johannesburg with the explanation “technical problem”. This caused me to miss my connecting flight from Hong Kong to Fiji. All passengers were herded into a lounge and received refreshments.
The two representatives from SAA in the lounge checked my tickets and ensured me that hotel accommodation in Hong Kong plus a new air ticket onwards to Fiji would be provided for me at their expense and that I just needed to tell their “representatives” at Hong Kong airport the story once I arrived.
On arrival in Hong Kong a representative from HAS [Hong Kong Airport Services] checked my ticket and said sorry your paperwork is not in order [your travel agent Flight Centre has not synced your flights] so we cannot issue you with a Hotel Room for the night nor an onward ticket to Fiji for the flight you just missed. We will however compensate you with a voucher for a fresh up in the hotel valid from 07h00 – 12h00. All other arrangements for accommodation and onward flight were for my account!
There is no official SAA office or visible representation of any sort at Hong Kong International Airport.
That evening at the airport I bumped into a Chinese guy “Ringo” wearing a SAA tie. He was the managing rep for SAA and I explained my dilemma to him. He replied that it was not SAA policy to make any compensation for losses suffered if I was in possession of tickets that were not synced. I battled to understand what this meant. He did say however that he had booked a ticket for me on the next flight and that was all he was obliged to do. I must pay and confirm the ticket with my travel agent Flight Centre.
As the next flight to Fiji was only the next day I had no option but to pay the hotel bill of
R2 799 for that night. The following morning I contacted my travel agent and gave them the code of the ticket Ringo had booked but not paid for. The travel agent informed me that they had telephoned Fiji Airways and said they had no knowledge of any booking in my name neither could they identify this “code”. The travel agent from Flight Centre then informed me that there was only one business class seat left on this plane. I now had no option to purchase it or face sitting for another four nights at the airport at R2 799 per night until the next flight to Fiji. This business class seat cost me R24 400.

SA Airways “technical fault” not only put me through severe stress and destroyed my holiday, but has now caused me to be out of pocket i.a.o R27 199 through no fault of mine!

I am now awaiting representation from senior management at Flight Centre.

There is a girl, Erin Carlynn Witten, d.o.b 19-03-1992. She was sexually harassed by the HOD for the South African Airways call centre. When she reported him she was told to resign or she will be fired. Where os the justice our beloved mothers, sisters, wives are being intimidated by sexual predators. Thos man GARETH DAVIDS is going to get off scott free and he just be free to do it again I would like to see some justice here this man should fired! Some1 should investigate be4 he rapes some1.

I have been booking ALL my business travel through SAA for the Voyager miles so that I could accumulate enough miles for 4 tickets to Portugal for the family to visit the grandparents. They decided to expire over 200 000 miles of mine without even a courtesy call. I don't think they should be allowed to expire the miles as I earned them by spending lots of monety with them. I think this is as close to theft that I have encountered and is shocking in this day and age that a company can get away with this kind of service. I will not be flying with SAA again or any of my colleagues in over 40 countries.

On Monday, 8 April 2013, in the afternoon around 17:00, my husband and myself went to drop off an Australian visitor at the airport, on arriving at the check-in counter for SAA. The young man was told that his flight had been cancelled to Australia. I feel that this is bad customer service on the SAA side, he was not sms or phoned that his flight had been cancelled The attitude of the consultant was so what, he did not even know what to do, after consulting with someone else at the other terminal we where then sent to customer services and here the young man was given a piece of paper with the hotel name on, not even told where to get the shuttle service to the hotel. We had to ask some individuals outside the international side, told us where to go for the pick-up from for the hotel shuttle. We then asked another person by the shuttle service where must we wait, who attitude was the same as the first person. Is this how we treat international visitors to south africa, by being rude and having one big attitude, no customer services at all, I feel that from the your check in-counter to your people at the shuttle services need some Customer Service training. By the way this is not the first time we have experience this type of service. I am actually surprise that we receive visitors to this country.

I travelled to SA from Lagos on the 31st of January via SAA 060, great flight and safe landing at OR Tambo with absolutely no issues. My return flight to Lagos on Tuesday, 12th February via SAA 061 was also a great flight, safe landing at MMIA at 7:30 local time. But when I got home I realized the locks on my bag where broken and all my wrist watches (5 of them) were GONE! I am really mad right now, but most importantly I am disgusted that an Airline like SAA that prides themselves as a member of the Greatest Alliance in the world in Star Allaince cannot guarantee a safe process for Baggage Claims for travelers. It is a shame and I don't believe it was just petty thievery, I think it was organized, (sincere feedback) I had 2 boxes and the only valuable item in them was my wristwatches and that was precisely targeted, someone had time to scan those bags and target the loot. SAA I need Answers, why is your baggage claim process a SHAM?

As a frequent traveller (being three weeks per month) I made use of SAA as my preferred carrier due to the Voyager rewards program. SAA decided to sell tickets on alternate airlines, with the point that travellers will earn Voyager miles.

During this week – after complaining about not receiving my new Voyager cards I was downgraded due to inadequate “tier” miles. The Tier miles SAA claim I do not have was earned on the alternate carries. The proof of flights (boarding passes) was handed over to SAA voyager desk at OR Tambo, these was loaded in the system, yet was never allocated to my account. I am extremely unhappy with this service and would not use SAA for future flights for myself or my company unless this is resolved. I am currently in Ghana and the only reason I used SAA was for the ease during check-in and boarding.

Is this what we should expect of our national carrier? For South-Africans to rather use competitors, that by the way has made inroads on all the African routes? It’s time to get your act together SAA.

Dear Customer Service

I write this letter with the hope that some of the absolutely appalling service that we experienced from some of your staff is somehow rectified.

I actually don’t know where to start apart from the fact that it has taken us a week to calm down from the utter debacle that we experienced when trying to fly from Johannesburg to Sydney. The flight was apparently overbooked and unfortunately there is literally nothing that SAA can provide besides compensation for what we went through and missed due to a “typical” overbooked international flight.

I will start with the facts. We booked our flights on 27 February 2012 from Sydney to Johannesburg for the 28 September 2012 and return from Johannesburg to Sydney 05 October 2012 with pre-assigned seats. We booked it this far in advance as my Fiancée was to be a bridesmaid for a wedding the day we arrived back into Sydney so we had clear information on when we had to be back in Sydney. Being frequent travellers and the fact that my fiancée Hayley is a very nervous flyer, we know the stresses of flying and we always make very extra effort to arrive well in advance and check-in online every time we travel. Unfortunately because of the code sharing flights SAA have with Qantas no SAA client can check in online, how this works for you I am unsure, as I have never come across this with other airlines. This is however a completely different issue that I have and after speaking to numerous other disgruntled customers of yours, I know, I am not the only one to request and strongly suggest that this is looked into and upgraded.

Anyway our experience started when I spoke to SAA desk in Durban airport before our 3 pm flight from Durban to Johannesburg. We requested that they confirm our pre assigned seats to make sure Hayley and I were seated together and also whether they could check us in (as mentioned we were unable to do this online). We were sent to two different SAA desks within the airport and then were told that ‘no’ they cannot do this and ‘I need to check in at a Qantas desk’. This was rudely explained to us that it was because SAA systems don’t ‘talk’ to Qantas. I find it amazing that this relationship was set up without this function in place, especially in this modern age of technology!

We arrived at Johannesburg and were told that we need to check in at the SAA check-in (Terminal B) as you booked via SAA but Hayley was informed that we need to check in at the Qantas check-in (Terminal A) as it is operated by Qantas. To save time, we split up to find out the correct information. The correct, one was Qantas check-in desk where we reconvened. We arrived at the desk over 2 hours before our flight only to be told sorry the flight was in fact overbooked. After 30 minutes of expressing our situation and the urgency of our return to Sydney, we were informed that SAA had overbooked by 9 passengers and Qantas by 3 passengers and there was no way at all that we would be on this flight. The next direct flight was leaving Johannesburg on Monday meaning we arrive in Sydney on Tuesday afternoon, 3 days after our already paid for flight arrival date. The blame was passed between the companies and at the end of the day I don’t care who’s fault it is, I paid SAA, who share with another airline and it needed to be resolved. Customer service lesson – don’t make it the customers fault when it clearly is not! This could have been handled a lot differently, more appropriately and with the correct customer service the situation may have been more acceptable.

Next, Qantas arranged with SAA to put us on a flight from Johannesburg via Perth then Perth to Sydney, arriving 9 hours later than initially had booked. We were again informed that this was our only option and it was suggested that we take it.

A Qantas representative took us to SAA and met with the team leader who obviously felt she had much better things to do than help us. She left us in the check in counter for over an hour, whilst in clear view to us, laughing and chatting to her colleagues (In fairness I assume that she was trying to sort our situation out). Hayley was clearly emotional about the situation and having to let her family know that she would in fact not be able to attend the wedding. The SAA representative eventually returned and told us that we were booked in the Johannesburg to Sydney via Perth flight and that we were ‘lucky’ to get on the flight. Can you believe it! I was absolutely flabbergasted at her remark and I then made a remark that I hoped we were not in economy and she turned to us and asked if we would like to pay for an upgrade, I can look into it for you!

May I also add that at this stage of the afternoon, we had not once been apologized to or received any sort of condolence?

She then proceeded to tell us that we had been compensated and the only thing we needed to do was to pay airport taxes. We were so confused that we said that we have to pay airport taxes? What for? And then proceeded to tell her that there was no way are we paying airport taxes when we have paid for the return flight to Sydney already and this whole situation was not our fault! We then requested to speak to her manager for clarity. The manager on duty, Eric, cleared up the confusion for us letting us know that the compensation was in fact a voucher for additional flights to us within 12 months from Johannesburg. In addition he informed us again that it was actually Qantas’s error and not SAA’s fault. Again passing the blame was not a good customer service experience.

We explained that the compensation we received doesn’t compensate us to anything as we do not live in South Africa and would not potentially be using any flights from Johannesburg to anywhere (within 12 months), so of no value to us. He said “this is the compensation so don’t say we didn’t compensate you” and proceeded to walk off.

At the end of the day, it’s the way it was handled; I could have thought of 10 things that SAA could have done to ease our horrific experience we had from your business.

We actually got on the Perth flight and sat next to a couple who visited South Africa for business and I asked them how much they enjoyed it and sadly your business name came up with a similar story of overbooking, customer service and this dampened their view points and followed by, “We wont be returning for the simple reason this service ruined the holiday and left us with a bad taste”. Even though I don’t live in SA I am exceptionally patriotic about South Africa and this was a complete blow to the guts. How can one business ruin a visitor’s perception of such a great country? It must have been pretty bad customer service. In saying this I could relate to them after our experience, and was looking forward back to Australia and putting this holiday behind us.

Furthermore it’s actually sad to see a business that is the brand of SA tourism, carries the flag of our country on their planes, and shows the most appalling and pathetic customer service I have ever experienced. I was disgusted and simply put; YOU need to sort this out, make customer service your business priority.

Unfortunately, the fact that I was compensated with 2 coupons for flights I cannot use, sat in the airport lounge for 4 extra hours waiting for the next flight without any food/drink vouchers or compensation, flew via Perth and incurred additional journey time without any upgrade offered, missed a wedding which we were apart of (let alone the bridesmaid dress, hairdresser, make up, flower costs that were paid for and not used), incurred cancellation fees for pre-booked shuttles we had booked to take us to the wedding, extra taxi needed due to the late arrival time of the Perth flight into Sydney to the value of AUD$110.00 is unacceptable and we do not accept it.

To be honest we are expecting further compensation, in which I am sure you would agree.

On addition, we are having our wedding in South Africa in February and have a minimum of 20 international guests flying return from Sydney to South Africa on SAA (all booked already) and I pray they do not go through the same experience as visitors in the country.

I look forward to your response.

Regards

Raymond Ridgeway.

i have bought ticket for me to travel to Nigeria at south African airline and i was suppose to travel on 9/01/2013 but my problem was visa, i only manage to receive visa on 10/01/2013 and forget to cancel ticket with SAA and on the 10/01/2013 i went to polokwane airport where i bought tickett they have told me that i must call the center number [protected] and the center told me i have forfeited my tickett and they will pay me back taxes only. my problem is i have to book another flight tickett and they cannot help me to exchange date for me to pay the price different .

To whom it may concern

Flight Number: SA237and SA559
Date ticket was purchased: 10 April 2012
Cost: 967.50GBP
I just have a few things I would like to bring to your attention. I traveled to South Africa to visit my family and I was very unhappy with the service that was given to us on the plane. Needless to say I was not the only one who was unhappy.
Flight centre booked my ticket according to my medical needs. On arrival at Heathrow the seat was changed by SAA checking in clerk, causing great discomfort to me on the flight. On take off no security or safety regulations were applied, I understand this is required by law and I feel I have no alternative than to have the relevant authorities deal with the issue once I return to England. The service of the cabin staff were very poor and the staff was only seen when they handed food out, they were often too busy chatting to each other rather than attending to passengers. The food was very poor also and the tea and coffee utensils were filthy and I had to decline due to the state of the equipment.

I am sorry to say that the connecting flight to King Shaka Airport in Durban again had problems. On board we were informed that no drinks were on board and we were given a choice of leaving without drinks or arriving late with drinks. Fortunately the drinks arrived just before take off. After being in the air for a short period, the Captain informed us that the noise that we were hearing was the breaks over heating and that he was compelled to slow the aircraft down.

I must congratulate the crew on this flight for their excellent service and I believe they can teach the London crew a few things about service. Hopefully my return flight will not have as many issues and I will feel more comfortable using South African Airways in the future. If I have to rate the service it will be 1/10 for the London-JHB trip and 7/10 for the JHB-DBN trip.

I just want to point out that the seat that was allocated to me in London was given to me due to my legs and feet which I am awaiting surgery and the seat was then given to some young girls for no reason whatsoever..

I have many issues with SAA. Firstly, their idiotic rule against name changes, my company have spent R1000's of Rands on non-used tickets due to this stupid rule. My second complaint is my recent frustration over the fact that SAA cannot issue me a quotation for a multi-destination international flight flying business class on two of the flights and economy on the other flights. They have said that I either have to fly all the flights Business or all the flights economy. This I know for a fact is not true, my CEO has flown business class on the long haul flights and economy on the short flights many times in the past. I requested a quote on Monday morning and it is now Friday and they have not managed to obtain my quote. When i ask them why they say their systems wont allow it, and that they have to keep submitting to "System Fares" to see if they can eventually get a quote. That statement does not make any sense to me, I think the fact of the matter is that SAA is just a poorly managed airline, with disgusting customer service and no attention paid to the customers needs and requests, they obviously need to update there Systems and re-evaluate their rules if they want corporate and private customers to continue using their services.

I was booked to travel to Geneva on Saturday the 13Th of October. South African Airways' supervisor who was on duty at about 14h30 on Saturday afternoon did not allow me to board the plane for reasons related to my blackness and lack of respect for black, short female passengers. I am not able to name this woman because she did not give me her name neither was her name displayed on her uniformm. I know her as the ' most senior person on the shift' at the time I state above. This is the identiification she gave to me. In 2011 I indiginised my my given names, reducing four names into one name. The process was duly registered with Home Affairs in good time and I was presented with documentation. As a South African I need a visa to travel to Switzerland, so I applied for the visa in September. The Embassy advised that I use the names that were on the system including my new name as they rely on my records in order to give my application the status it required, a regular applicant. I did this so they issued the visa in both old an new first names. So theng agent sai ticket which was booked and paid for by WHO was booked at the names that were utilised at the visa application. When I presented at the airport, a non black primier class checking in agent said that she had a problem with my names and went to consult the 'supervisor'. I explained what had happened to her showing her my old and new identification documents bearing all names set appearing in the booking. I also showed a letter issued to me by Home Affairs in respect of my name change in the population register, she insisted that she needed her supervisor to authorise her to check me in. She went for about 10 minutes and advised that I purchase a new ticket because I could not travel was on the one I had. I was shocked. I went to the supervisor who told me that she did not know what was going on and I gave her all the documentation. She kept quite, she was busy on the computer and also on her mobile phone, texting. I waited for 5 minutes and I asked to be updated on what was going on. She told me that she was looking for a SAA policy on names and that she was checking her emails on the phone. I was shocked as I could not see how these two activities she was engaging in were going to assist me. She told me to go and speak to the standby agent, I lady. went to her, she provisionally checked me in, advised that I contact my travel agency in Geneva so that they could assist me. She was in complete solidarity with me and did not understand the attitude of her superior. I rang the travel agency but it was Saturday afternoon and the offices were closed. I was offlaoded. I had to go back home in shame, putting my job and credibility in jourpardy by the airline I trust as my own, I do hold a South African passport and I am a full citizen. I was not going to seek asylum in Geneva but to talk on the health issues of South African women.
What annoys me even more is that I am a regular traveller. I was actually in the similar name change/visa situation in May 2012, but I travelled with ease. I did not understand why I was discriminated against and treated with no dignity this time. I beg SAA to investigate this matter further with the hope of correcting or redressing the situation. I have asked our contacts at WHO to do the same. Many Thanks, Sethembiso Mthembu, disturbed SAA customer.