Nalisu M

Lost luggage, double charge and still waiting on my refund!

DO NOT TRAVEL WITH THIS AIRLINE! Firstly, I added an extra bag online and they failed to record it on their system (though the money left my account). As a result, I had to pay again at the check-in desk to add another bag. They have acknowledged I am entitled to a refund, but I am still waiting for it. Secondly, one of my bags was lost and the rest were extremely delayed by over 48 hours. I went to lost luggage at the airport and was told their system says all my bags have been delivered, which was clearly not the case. Their call centre is not helpful at all, and good luck getting them to respond via email. It took several hours on the phone, multiple emails, a trip to the airport and their Randburg office in South Africa to try and resolve my issue. I am absolutely shocked by their unprofessionalism and nonchalance to something that inconvenienced me so terribly. Their record-keeping is full of errors, and I have no confidence in them whatsoever. Do not fly with this airline, unless you want a headache. I wish I checked their reviews before booking because I see many other people have had a horrible experience with them too.