The writer of the Letter of the Month will receive a Michael Schumacher Raceline Chrome & Carbon Fibre Ballpoint Pen and a Replica Helmet Pen Holder, sponsored by Corporation 4 Pens, tel: (011) 483-1640.
Letter of the Month
Dear Editor
Due to my chronic illness, my family took me to see my specialist in Cape Town on September 28th 2006. I was hospitalised and they had to return home. A surgical procedure was performed upon me and, prior to my discharge, I was instructed rather to travel home by airplane.
Numerous people advised that the non-Alliance partners would be cheaper. Despite this, I was more concerned about whether or not I could afford any form of air travel at all - especially in light of my recent exorbitant medical expenses.
I spoke to my cousin telephonically while he was surfing the web. He found a well-priced flight, I gave him my details, and within seconds I received an SMS. It was not long before my cousin could print out all the relevant documentation.
Despite feeling weak, checking in was a breeze and all staff were very friendly. The hostesses were exceptionally lovely and catered for my special dietary needs. The pilot and co-pilot were informative and ensured a pleasant flight with a safe and comfortable landing. In the future, if within my means, I will definitely fly South African Express.
Yours in appreciation
Kevin O’Connor
Dear Editor
On the 3rd of September 2006 our party of 5 was booked to fly from Hoedspruit’s Eastgate Airport to Johannesburg at 12h10 on South African Express flight SA 1228.
On arriving at the airport at 11h00 we were informed that the flight had been cancelled. Our cancelled flight was fully booked, as was the later one that day and the flight
the following day. Initially, the lady at the enquiries desk suggested that we might be bussed to Nelspruit to catch a flight from there. But that plan did not prove to be possible.
It was also suggested that we might have to remain an extra night at the game lodge, but that would be for our own expense. Eventually the information filtered through that the airline was attempting to hire a bus to transport the passengers of the cancelled flight to Johannesburg, but we were unable to glean any information as to when this bus
would depart or what time it would arrive in Johannesburg. We therefore decided to hire a car, and drive back, and eventually arrived at Johannesburg International Airport at about 17h30.
On Monday the14th of September, I contacted South African Express to enquire about a refund for the cancelled flight. I was informed that South African Airways handled their refunds, and I would have to contact them. After much debate with the SAA refunds department, who seemed confused about how to handle the query, I was informed that the request for the refund would have to be made by the travel agent. The travel agent was eventually told that they were waiting for a report from the airport manager at Hoedspruit, before any refunds could be made.
I have contacted the Customer Care department at South African Express via telephone and email on a number of occasions since then, but have been told to wait, as they are dealing with the problem! Eventually, on the 5th of October 2006, South African Express emailed me letters for each passenger offering a 25% discount on any full fare flight taken in the next 6 months - but no refund!
I do understand that sometimes flights are cancelled, but surely inconvenienced passengers should be entitled to their money back as a bare minimum. We incurred a large extra expense having to hire a car, and the end of a wonderful weekend was upset by having to drive ourselves back home. The fact that we had to work hard to get any compensation seems particularly unfair.
Thanks for a wonderful supplement – I have used your information on numerous occasions, and taken some wonderful trips based on
the articles!
Kind regards
Mary-Anne Savage
Response from
South African Express:
South African Express would like to extend a sincere apology to the passengers affected by cancelled flight SA 1228 from Hoedspruit
to Johannesburg.
Our Customer Service department has contacted the involved parties and has applied for full refunds on their behalf. In addition to this, South African Express has also offered the passengers affected a 25% discount on their next flight with the airline and has offered to settle their car hire account as compensation and a gesture of goodwill.
South African Express strives to
meet and exceed customer expectations through high standards of service excellence and we are confident that their next journey with our airline will be a
satisfactory experience.
Any further queries can be sent to
customercare@flysax.com
Issued by: Dileseng Koetle
South African Express
Corporate Communications
& PR Manager
Dear Editor
On Monday 11th September I was on flight SA 1601 from Johannesburg to Richards Bay. I had flown with South African Express previously, but this flight was by far the most pleasing, as I received great service from one of your in-flight staff, Carol Frye.
Being in an environment where customer service is a key issue, and is set at a very high standard, I was very pleased to see that there are people out there that provide a high service level that I am accustomed to.
She is an asset to South African Express, and with staff like her, your company will go a long way.
Thanks and regards
Fiaz Khan
