✅ Verified Review
| I have flown with SAA every year for the last 3 years between London and Johannesburg, and I am normally pretty relaxed with not having the best travel arrangement as I know things happen and go wrong, and you can’t blame the airline. But 3 flights in a row I have had the worst customer experience, and what pushed it over the edge was my flight being cancelled 2 days before Christmas. They knew the flight would not take off from Heathrow when I checked in at 5pm but checked all their passengers in without telling them the flight had been cancelled, and only when they were at the gate ready to board did they inform everyone the flight was cancelled. They gave us an empty promise of EU compensation which they fully knew didn’t apply to the situation we were in, which we all found out afterwards when we tried to receive compensation for the delay. If they had told me when I had checked in at 5pm I could have made alternative arrangement to fly back to SA without missing my connection flight, but they made sure we were all checked in and couldn’t catch any other flights out and only told us the flight was cancelled at 8:30pm. Long story short it was shocking customer service, with very little help and assistance, and ended up costing me £300+ extra to pay for accommodation and changing flights to get home on Christmas day, more than a day later then I should have arrived home. SAA have taken no accountability for the lack of service and communication and refuse to reimburse me for part of my costs incurred. I have been a loyal SAA voyager member for over 20 years, as I want to support my home airline. But I can quite honestly say I will never fly SAA again. And for the amount of money paid for the tickets the quality of the aircraft, service and food is acceptable. I paid £1500 to fly economy, with a TV that didn’t work, food that was disgusting, no charging dock for my phone, and a very disappointing before and after customer service.