Vasili S

DIRTY(Scaly) BUSINESS PRACTICE IN ORDER TO AVOID PAYING REFUNDS. EXTREMELY POOR COMMUNICATION REGARDING DELAYS AND REFUNDS AND CUSTOMER DISSATISFACTION. NO RESPONSE TO CUSTOMER-CARE EMAILS DESPITE SENDING EMAILS TO customer-care and tickets and CEO and ma

DIRTY(Scaly) BUSINESS PRACTICE IN ORDER TO AVOID PAYING REFUNDS. When they have a delay, they specify that it is only an hour and they keep moving the goalpost everytime varying from 1 hour to 2 hours so that you dont request a refund and before you know, your delay was 8 to 10 hours. Be very careful of this (to be safe you should request a refund immediately and make alternative arrangemnts as they can easily delay you a minimum of 8 hours or worse, cancelling your flight. I booked a flight for my parents on the below flight with CemAir and as i am most certainly sure that you will be aware by now, on how the flight ended up being delayed from 11:00am to 19:30pm (i.e. eight and a half hour delay). A very short summary of how the day unfolded and factors to consider: - Passengers below are 73 years old and 67 years old (i.e. pensioners) - Passengers below have severe health conditions with one having had a heart attack years earlier and needs to take medication regularly and needs to rest on regular intervals as heart is operating at 35% capacity (being imperative that they are in transit for as short as possible periods and booking flights as opposed to alternative means of transport which are much longer and much more cost effective). - Passengers below arrived from an International flight at 6:35 am that morning (which i have attached their flight tickets for your ease of reference. Can produce additional documentation if required). - after being taken onto the bus, and a couple of times on a round trip on the tarmac and then returned to the terminal, my parents (i.e. 2 passengers on below flight tickets) told that the flight will be delayed by 1 hour to 12:05pm - then told that only some of the passengers will be on the delayed 12:05pm flight and others on the much later flight of initially 1pm and short while later 3:30pm (just for interest sake would like to enquire how CemAir decides which passengers will be on the slightly delayed flight and who will be on the much much later flight. SURELY maybe older people i.e. pensioners should be given preference, SURELY people with poor health should be given preference and SURELY people who have landed from an International long haul flight should be given preference......) - needless to say as you are very well aware the 3:30pm flight was then delayed to 6:30pm and then to 7:30pm. AN 8 AND A HALF HOUR DELAY ON A DOMESTIC LOCAL FLIGHT FROM JHB TO BFN WHOSE FLIGHT TIME IS EXACTLY 1 HOUR....... ALL THIS AFTER BELOW FACTORS (ONLY FYI): - LEAVING EUROPE (CYPRUS ) THE PREVIOUS EVENING AT 7:30PM CATCHING A CONNECTING FLIGHT IN EGYPT WHICH LANDED THE NEXT MORNING IN JHB AT 6:35AM (FYI THE INTERNATIONAL LEG OF THE FLIGHT IN WHICH THEY EVEN DID A FLIGHT CHANGE IN EGYPT TOGETHER WITH A LAYOVER LASTED ONLY 10:55MIN (THIS INCLUDES THE LAYOVER). - BEING ELDERLY PEOPLE, 73 AND 67 YEARS RESPECTIVELY - WITH ONE OF THEM BEING VERY SICKLY OTHERS FACTORS: - YOUR CALL CENTRE/CUSTOMER CARE LINES OF 0861236247 AND 011-0210270 NOT BEING ANSWERED TO BE ABLE TO GET UPDATES REGARDING THE DELAYED FLIGHT AS A FAMILY MEMBER TRYING TO FIND OUT AS WHAT THE REASON FOR THE DELAY IS AND WHEN WE CAN ACTUALLY EXPECT THEM. - NO MEALS OR MEAL VOUCHERS OFFERED TO THEM FOR THE ENTIRE 8.5 HOURS WHILE THEY WHERE WAITING. AFTER MY FATHER HAD TO GO AND ASK FOR A MEAL, BEEN GIVEN A SMALL PACKET OF CHIPS, A SMALL CHOCOLATE AND A SMALL BOTTLE OF WATER. - MY FATHER WANTED TO ASK FOR AN IMMEDIATE REFUND IN ORDER TO CATCH ONE OF THE BELOW CITYBUG BUSSES BUT SAID TO ME OTHER PASSENGERS INFRONT OF HIM WHERE REQUESTING REFUNDS SO THEY CAN MAKE ALTERNATIVE TRAVEL ARRANGEMENTS BUT WHERE TOLD THAT THEY COULD NOT DO THAT FOR THEM. MOST CERTAINLY WOULD HAVE DONE THAT IF HE HAD KNOWN FROM THE OUTSET THAT THE FLIGHT WOULD EVENTUALLY LEAVE AT 7:30PM. BUT THE WAY CEMAIR KEPT CHANGING THE DELAYED DEPARTURE TIMES I.E. FIRST 1PM THEN 3:30PM THEN 6:30PM AND FINALLY 7:30PM WAS UNACCEPTABLE. - PENSIONERS WHO WORK ON TIGHT BUDGET - IF I WANTED TO JEOPARDIZE THEIR HEALTH I COULD HAVE BOUGHT THEM A CITYBUG BUS TICKET WHICH LEAVES OR TAMBO AT 09:30 ARRIVES 16:30 R490.00 per person (pensioners price) 13:30 ARRIVES 18:00 R490.00 per person (pensioners price) 15:30 ARRIVES 20:30 R490.00 per person (pensioners price) WOULD NOT ONLY HAVE SAVED A SUBSTANTIAL AMOUNT OF MONEY BUT ALSO WOULD HAVE BEEN HOME MUCH MUCH SOONER BUT DID NOT BECAUSE THEY CANNOT AS, OLD PEOPLE AND PEOPLE WITH ILL HEALTH, BE IN TRANSIT FOR SUCH LONG PERIODS AS THIS FURTHER JEOPARDISES THEIR HEALTH AND PUTS THEM AT GREAT RISK. TO SUMMARISE ALL OF THE ABOVE AND TO MAKE A LONG STORY SHORT: - AN EIGHT AND A HALF HOUR DELAY ON A DOMESTIC FLIGHT IS COMPLETELY UNACCEPTABLE IN ANY CIRCUMSTANCE WHATSOEVER EVEN MORE SO IN THEIR CASE WITH THE FACTORS MENTIONED ABOVE.