Bad SAA service just doesn't fly

File photo. Leon Nicholas

File photo. Leon Nicholas

Published Dec 31, 2015

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Durban - A South African mother is still trying to deal with the unhappy experience she and her family had on an SAA flight from Joburg to London when attendants refused to serve them breakfast, claiming their shift had ended before the plane landed.

That was after the plane was several hours late.

Hayley Baker, 38, and her children Henley, five, and Roney, four, boarded a plane at OR Tambo International Airport on Monday afternoon. But just after take-off, it was announced that it would have to return to the airport because of engine failure.

The aircraft flew around the airport for about an hour while releasing fuel so it could land safely. Baker said they had no problem with that as it could happen to any plane at any time. “The major problem was when we were in London in the morning and expecting the flight attendants to provide us with meals and water after an overnight flight,” she said.

The plane had been scheduled to land at 6.30am but touched down at 9am. Included in their tickets were supper and breakfast meals, but only one meal - supper - was served.

“Only the business class was served breakfast. It was difficult as I had two children with me. I found their service awful,” she said.

Baker said that when she and other passengers complained, the response was a “bad attitude” from some of the flight attendants.

“When we asked why we were not being served, the staff told us they had gone off duty because they were working specific hours. They were unprofessional. I did not like their attitude.”

Baker said she wanted the airline to refund the R14 700 she spent on tickets.

SAA spokesperson Tlali Tlali confirmed the flight had problems and that the economy class was not served breakfast.

The flight was delayed by three hours.

“The reason for the delay was due to the aircraft experiencing technical difficulties after take-off from Johannesburg. SAA operates a double daily service on a nonstop basis between Johannesburg and London. This means we carry sufficient quantities of jet fuel to fly without refuelling until we reach London.

“However, when the aircraft experiences a technical difficulty, like happened with SA 234, the procedures we follow include dumping to enable the aircraft to land in a safe manner as we return to base. That’s what happened,” he said.

About the refreshments, Tlali said initial reports indicated that refreshments were offered while the aircraft’s engine was being fixed.

“SAA’s current fleet has only two cabins, business class and economy class. The delay in departing from Johannesburg led to a limited service offering on both cabins. We await full flight reports in relation to what actually transpired,” he said.

Speaking on the staff’s attitude, Tlali said: “The alleged rude behaviour of our crew is certainly inexcusable and we will do everything possible to identify those who may be responsible and take steps. We are investigating all these allegations.”

Tlali said SAA encouraged passengers to make contact with it about any service failures or unprofessional conduct by staff members.

“All cases will be investigated and appropriate disciplinary steps or remedial action will be taken to avoid reoccurrence of the incident complained about,” he said.

The Mercury

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