Complaint Regarding Flight GE154

Dear Lift Airlines,

I am writing to formally express my dissatisfaction with the handling of Flight GE154 from Cape Town to Johannesburg.

Firstly, the flight was delayed not once but twice—initially by 2 hours and 10 minutes, and then by an additional 40 minutes. The fact that Flight GE134, which was scheduled after our flight, departed before us is deeply puzzling and raises concerns about your scheduling and operational management.

Secondly, your lack of a physical customer service phone line is incredibly frustrating. Being restricted to using your automated WhatsApp chat or email creates a poor customer experience, especially during urgent situations like flight delays.

When I inquired about a refund, I was told it would be credited to my Lift Wallet. However, I requested that the amount be reimbursed directly to my bank account so I could book an alternative flight with another airline, as Lift Airlines failed to fulfill its basic responsibility of ensuring timely travel. Despite my request, I was informed this process would take 10 to 14 working days—an unreasonably long period for a refund, especially under such circumstances.

The delay and poor service have caused me considerable inconvenience. I had to rearrange my travel plans on the other end, incurring additional costs for changes to my pickup arrangements. It is unacceptable that the burden of your mismanagement falls on the customer.

A clear explanation of how such scheduling conflicts, as seen with Flight GE134, are allowed to happen.

I trust that you will address this matter promptly and restore some level of confidence in your service.

Kind regards,