✅ Trip Verified
| In September, 2017, I bought three tickets from Port Elizabeth to Johannesburg for me, my girlfriend and her godson (12 years old). I informed, on the same day that I bought such tickets, that there was a little error in the passenger name, and I asked what would be the procedure in this case. It was a material and irrelevant error, I just had written his middle name with an extra “r”. In the e-mail dated 26 September 2017 sent by the Reservations Service Recovery team as described herein, they confirmed that the error in the name would not be a problem and also informed the occurance of a schedule change on our flight, as transcribed below: “Kindly be advised that we have endorsed on the system for the airport to allow passenger to board. Please note that there has been a schedule change on your flight from Port Elizabeth to Johannesburg.” Unfortunately, on flight day when I tried to do the kid's check in at the airport, I was informed that his ticket was cancelled, although his seat was still booked in the system. We know that because I did my check in and my girlfriend's check in online one day before the flight and kid's seat was there. South African employee informed us that his ticket was cancelled, because the name was wrong and the company policy sets forth that the ticket must be automatically cancelled. However, I did not receive any e-mail about such cancellation. And also we confirmed five months ago with the company if the error in kid’s name would represent a problem and the answer was no, as I mentioned above. The employee at the airport said that the ticket was cancelled and refunded and she could not do anything about it. The wrong information of South African Airways employee, and the lack of cancelation notice cost us 3.281,89 Rand, almost four times more than the ticket that I originally paid for the kid to travel with us. I still want to understand why his ticket was cancelled and once cancelled why I did not receive a notice about it. We were on vacations and we booked two days in Sun City Hotel. So I did not have other choice than buy another ticket to the kid by a huge price. I look foward to their return. The ticket was arbitrarily cancelled. We were badlly guided by South African's team regarding the error in the kids name and the cancelation of his ticket. It cost us more 2.465,80 Rand. It is our first flight with SAA and we are very disappointed with the way that we have been treated by their employees since the beginning.