Jess P

NEVER FLY LAM AIR MOZAMBIQUE

On 15 December 2024, my family and I were booked on a flight from Johannesburg to Inhambane. While waiting at the boarding gate, passengers were informed that the flight was delayed due to "technical issues." However, it later became clear that the aircraft had not yet arrived at the airport. This lack of transparency, coupled with the fact that the delay was extended by over three hours, caused significant inconvenience and frustration. The absence of timely and adequate communication only exacerbated the situation. On our return flight from Inhambane to Johannesburg on 22 December 2024, we paid an additional R1,300.00 per person for a direct flight with an expected flight time of approximately 1 hour and 20 minutes. However, I was only informed of a change to this itinerary when I personally checked my booking online—no direct communication from the airline was made. The direct flight was cancelled, and we were rebooked on a significantly longer, 4-hour 45-minute journey via Vilankulos and Maputo before reaching Johannesburg. Had we been notified of this change in advance, we would have opted for the same routing at a much lower cost (R1,300.00 per person less), as this option was available when booking. I find it deeply frustrating that I was not made aware of this change and, as a result, unnecessarily paid more for a service that was not delivered as promised. I promptly contacted the LAM customer service team, providing proof of the additional payment for the direct flight, yet I received no response for several weeks. After multiple attempts to reach LAM, I finally received a reply on 9 January 2025—almost a month after my initial inquiry—stating that the airline does not offer compensation in accordance with its terms and conditions. The response I received was not only dismissive but also unreasonable. I was told that I could have cancelled the flight to receive a refund, but this option would have left us stranded in Mozambique. This suggestion was neither a practical nor acceptable solution. Moreover, the overall handling of this situation reflects a complete lack of regard for customer satisfaction and service. To summarise, the failure to deliver the flight as promised, the lack of communication regarding changes to my booking, and the inadequate and delayed response to my complaint have resulted in a highly unsatisfactory experience. As a result of this situation, I overpaid a total of R6,500.00 and endured unnecessary inconvenience, stress, and frustration.