SM
Sibongakonke M
Active since Feb 2026
2
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Reviews
2 reviews2 months ago
Flight Delay
refer to my previous emails and numerous follow up calls regarding the unresolved matter of my delayed flight on 20 March 2026 at O.R. Tambo International Airport, and I wish to formally escalate my complaint due to the lack of progress and accountability. I first reported this matter via email on 26 March 2026 and 30 March 2026, yet despite repeated calls and correspondence, no meaningful resolution or investigation outcome has been communicated to me. Incident Details My flight was scheduled to depart at 09:30 AM. After successfully checking in, passengers were stopped at the boarding entrance and informed that there would be a brief delay due to standby or maintenance issues. We were told the delay would last 15 to 30 minutes. I explicitly informed two staff members on duty that I was travelling to board a cruise, with a strict check in window between 11:00 and 12:00, and requested assistance in arranging an alternative flight to ensure I arrived on time. Unfortunately, my request was dismissed. No attempt was made to escalate the matter, consult a senior staff member, or explore alternative arrangements. The staff handled the situation independently, without showing willingness to assist, despite being fully aware of my time sensitive circumstances. When I asked whether I would still arrive on time, I was assured that I would. However, the flight eventually departed at 11:00 AM, resulting in me missing the cruise entirely. This caused a financial loss of nearly R20,000, for which I received no assistance or accountability. Follow Ups and Lack of Response Since the incident: • I have sent multiple emails with no adequate response. • I have made several phone calls attempting to speak to a manager. • On one call, I was told the manager was in a meeting and would revert. • On a second call, I was informed she was out of the office. • On the third call, I was told she left at 16:00, which raised serious concerns that my complaint is not being taken seriously. During the third call, I was informed that an email had been sent stating that I am not eligible for compensation due to the terms and conditions. This explanation is insufficient and premature, as no proper investigation appears to have been conducted. Concerns Regarding Investigation I do not understand the prolonged delay in reviewing the matter. The following should have already been addressed: • Review of CCTV footage • Statements from the staff on duty • Confirmation of the exact delay timeline • Assessment of how the situation was handled At my organization, reviewing footage takes no longer than 10 minutes, provided the date and time are known. I find it unreasonable that an investigation of this nature would take almost two weeks, especially when all required details have been provided. Conclusion and Further Action I am extremely disappointed with the level of service received from CemAir. From the flight delay itself to handling of customer complaints, every step has been marked by delays and poor communication. Given the lack of progress and transparency, I am now seriously considering escalating this matter through legal channels, as the evidence exists and there appears to be no valid reason for the continued delay. I request a formal response, confirmation that a proper investigation is underway, and clarity on timelines going forward. I trust this matter will now receive the urgent attention it deserves. Today is monday, Last email I sent it was friday and no response till today. This is the 3rd week.
1 reply
4 months ago
Complaint
I have a problem with a meterbox which is not passing the power voltage, this thing is happening for the 4th time now, I called in the morning requesting for a new meter box and well explained that I'm at work I left the key with the security at the gate. I heard that the guy came knocked and left. I did specified that I'm at work. I called 012 at 15;25, they're already closed.
0 replies
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1 Star
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