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SAA
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, SAA consistently delivers a deeply frustrating customer experience across nearly every service dimension. Customers repeatedly describe unresolved refunds, lost or damaged luggage, rude and unhelpful staff, flight delays and cancellations with no communication, and punitive policies around name corrections and booking changes. While a handful of reviews praise individual staff members and occasional smooth flights, the overwhelming pattern is one of systemic failure and customer distress.
Top Strengths:
- •Customer Service & Travel Expertise: A small number of customers praise named staff such as Thulisile, Sharon Mkhatshwa, Annelize Jacobs, and Sibusiso for warmth, patience, and professionalism. Positive interactions at OR Tambo and onboard flights are occasionally highlighted.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#2
in Airlines
NPS Score
-77
Recommended: Unlikely
Review Distribution
1.4|123 Reviews
May '25 - Apr '26
5(7.1%)
4(0.9%)
3(0%)
2(4.4%)
1(87.6%)
5(7.1%)
4(0.9%)
3(0%)
2(4.4%)
1(87.6%)
Recent reviews (123)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
MK
Marc K
1 reviews | Active since Jan 2020
15 Mar 2026, 08:29
Disappointing Customer Service Over a Simple Name Correction
Disappointing experience with SAA. I requested a simple correction to my surname on a booking. Their response: I must pay over R2k to upgrade a new fair to fix a typo ! Hard to understand how policies like this serve customers.
Helpful (0)
|Replies (0)MK
Marc K
1 reviews | Active since Jan 2020
15 Mar 2026, 08:29
Disappointing Customer Service Over a Simple Name Correction
Disappointing experience with SAA. I requested a simple correction to my surname on a booking. Their response: I must pay over R2k to upgrade a new fair to fix a typo ! Hard to understand how policies like this serve customers.
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Replies (0)hC
MS
Mpho S
1 reviews | Active since Jan 2020
12 Mar 2026, 11:46
SAA from Excellent service to Don't care service
I love SAA, been booking with them for years. Today I made a mistake and chose the wrong destination, whilst booking for 4people. Once I processed payment I realised that I made an error and called immediately. They refused to assist, they changed with a penalty fee of R230 per person, which was R920 for 4 people and up till now I haven't received the correct e-ticket. I called them numerous times and I'm told I made an error on my side, so I must pay the penalty fee. I mean I called them whilst the payment was still pending but they refused to assist and demanded that I pay the penalty fee.
Helpful (0)
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Mpho S
1 reviews | Active since Jan 2020
12 Mar 2026, 11:46
SAA from Excellent service to Don't care service
I love SAA, been booking with them for years. Today I made a mistake and chose the wrong destination, whilst booking for 4people. Once I processed payment I realised that I made an error and called immediately. They refused to assist, they changed with a penalty fee of R230 per person, which was R920 for 4 people and up till now I haven't received the correct e-ticket. I called them numerous times and I'm told I made an error on my side, so I must pay the penalty fee. I mean I called them whilst the payment was still pending but they refused to assist and demanded that I pay the penalty fee.
0
Replies (0)MG
Mijaenne G
1 reviews | Active since Jan 2020
10 Mar 2026, 09:04
DON'T EVER FLY SAA
Extremely disappointed with the service. Luggage was left behind on a flight, and clear instructions not to send it to the destination were completely ignored. The bag was opened without permission and delivered late, causing major inconvenience. This level of negligence and disregard for passenger instructions is unacceptable. Handling of baggage and customer service needs serious improvement to prevent others from experiencing the same frustration. To make matters worse, when I arrived at the airport six hours early for my return flight after my trip and asked if I could move to an earlier one, I was told I would need to buy an entirely new ticket rather than simply paying a change fee. This is outrageous, especially when many airlines are able to assist passengers in these situations. In the end, it was actually cheaper and far easier to book a completely new flight with FlySafair. Their online booking process was simple and their staff were helpful and professional. Based on this experience, I would strongly recommend booking with FlySafair instead.
Helpful (0)
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Mijaenne G
1 reviews | Active since Jan 2020
10 Mar 2026, 09:04
DON'T EVER FLY SAA
Extremely disappointed with the service. Luggage was left behind on a flight, and clear instructions not to send it to the destination were completely ignored. The bag was opened without permission and delivered late, causing major inconvenience. This level of negligence and disregard for passenger instructions is unacceptable. Handling of baggage and customer service needs serious improvement to prevent others from experiencing the same frustration. To make matters worse, when I arrived at the airport six hours early for my return flight after my trip and asked if I could move to an earlier one, I was told I would need to buy an entirely new ticket rather than simply paying a change fee. This is outrageous, especially when many airlines are able to assist passengers in these situations. In the end, it was actually cheaper and far easier to book a completely new flight with FlySafair. Their online booking process was simple and their staff were helpful and professional. Based on this experience, I would strongly recommend booking with FlySafair instead.
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Replies (0)BW
Bedette W
1 reviews | Active since Jan 2020
7 Mar 2026, 11:05
Bad Service
I travelled from New Zealand on holiday. I flew from Johannesburg to Durban return. On my return 2 checked in bags were very damaged. I reported it. I was informed I needed to send ID, plane ticket, bag ticket, bank info and proof of purchase. My problem is proof of purchase (which shouldn't factor) this information in in New Zealand. I now no longer have appropriate bags to travel back to New Zealand. I think this is terrible service and recommend that people stay away from them.
Helpful (0)
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Bedette W
1 reviews | Active since Jan 2020
7 Mar 2026, 11:05
Bad Service
I travelled from New Zealand on holiday. I flew from Johannesburg to Durban return. On my return 2 checked in bags were very damaged. I reported it. I was informed I needed to send ID, plane ticket, bag ticket, bank info and proof of purchase. My problem is proof of purchase (which shouldn't factor) this information in in New Zealand. I now no longer have appropriate bags to travel back to New Zealand. I think this is terrible service and recommend that people stay away from them.
0
Replies (0)MB
Matimba B
1 reviews | Active since Jan 2020
27 Feb 2026, 19:57
Excellent service received from the ticket office and check-in crew
I was late for my flight ✈️ at Kong Shala International airport and would like to give a special shout out to Thulisile and her team for ensuring that I manage to board the plane.
Helpful (0)
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Matimba B
1 reviews | Active since Jan 2020
27 Feb 2026, 19:57
Excellent service received from the ticket office and check-in crew
I was late for my flight ✈️ at Kong Shala International airport and would like to give a special shout out to Thulisile and her team for ensuring that I manage to board the plane.
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Replies (0)N
Noxolo
1 reviews | Active since Jan 2020
23 Feb 2026, 15:49
TICKET CANCELATION AND REBOOKING
I am very angry I need SAA management to contact me urgently. I booked a ticket for last week from Durban to Jhb and 2days before my trip I lost my brother could not travel. Called SAA they said they will put my ticket on hold and I can rebook I wanted to email them death certificate and the consultant said fine it will not be a problem. Called and rebooked constants are struggling to rebook its chaos I do not know how many times I was put on hold and was cut several times. Tswaki McHale was the worst. Tracey as well and the 3rd one Sinethemba Maseko . Because they were struggling to assist me and calculate correctly I asked who their manager is Sinethemba said she does not know her surname she will go and look after ten minutes she said she is not allowed to give me the managers name and surname she can give me the supervisors name and surname. I.spent more than R100 airtime being put from pillar to post. Can SAA refund my money cause they are failing to do a rebooting.i want their manager to call and resolved this. I never saw such incompetency in my life. Tomorrow I need and call urgently before the hell break loose. Never again will I ever use their Arline. They are the worst. How on earth as a staff u do not even know your managers surname?
Helpful (0)
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Noxolo
1 reviews | Active since Jan 2020
23 Feb 2026, 15:49
TICKET CANCELATION AND REBOOKING
I am very angry I need SAA management to contact me urgently. I booked a ticket for last week from Durban to Jhb and 2days before my trip I lost my brother could not travel. Called SAA they said they will put my ticket on hold and I can rebook I wanted to email them death certificate and the consultant said fine it will not be a problem. Called and rebooked constants are struggling to rebook its chaos I do not know how many times I was put on hold and was cut several times. Tswaki McHale was the worst. Tracey as well and the 3rd one Sinethemba Maseko . Because they were struggling to assist me and calculate correctly I asked who their manager is Sinethemba said she does not know her surname she will go and look after ten minutes she said she is not allowed to give me the managers name and surname she can give me the supervisors name and surname. I.spent more than R100 airtime being put from pillar to post. Can SAA refund my money cause they are failing to do a rebooting.i want their manager to call and resolved this. I never saw such incompetency in my life. Tomorrow I need and call urgently before the hell break loose. Never again will I ever use their Arline. They are the worst. How on earth as a staff u do not even know your managers surname?
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Replies (0)rD
ralf D
1 reviews | Active since Jan 2020
16 Feb 2026, 06:15
SAA FLIGHT TICKET CHANGE CHARGES ARE A RIP_OFF!!
SAA Ticket Pricing on changes is a joke !! overcharged in the case of an error!!! Dear SAA Customer Services , to which i have not had a reply!! I am writing to request your assistance regarding a very distressing experience I had with a recent flight change. On the evening of my return to Johannesburg, I was travelling with three friends after a holiday. I was responsible for managing all our tickets and successfully checked in my friends for the return flight. However, I experienced difficulty checking myself in. In my frustration and confusion, I paid R49 for what I believed was a seat next to my friends. Unfortunately, I later discovered that I had mistakenly booked myself on a flight for Sunday, 8 March, instead of Sunday, 8 February. I was also on a different PNR from my friends, which caused me to overlook this error at the time. I am a 78-year-old widow, and this was a genuine and honest mistake. I was extremely shocked and distressed when I was required to pay R1,927.50 to change my flight, especially considering that my original return ticket cost R1,351.14, including fare, taxes, and endor*****ts. The flight SA582 was not full, with at least 20 seats available, which makes the penalty particularly disappointing. This holiday was a special treat that I had saved up for, and the unexpected additional cost has caused me considerable anxiety and worry. I would appreciate it if you could kindly investigate this matter. There was a trainee staff member assisting at the desk, and I am concerned that an error may have occurred during the process. I was already in possession of a valid return ticket and would have expected a reasonable change penalty, rather than what appears to be the cost of a new ticket issued under the same booking reference (8MFWMC). I trust that SAA, in line with its values and the government’s stance on supporting elderly passengers, will give this matter careful consideration. I sincerely hope for a fair and compassionate resolution. I look forward to your response. Kind regards, Patricia Gordon James 0829005846
Helpful (0)
|Replies (0)rD
ralf D
1 reviews | Active since Jan 2020
16 Feb 2026, 06:15
SAA FLIGHT TICKET CHANGE CHARGES ARE A RIP_OFF!!
SAA Ticket Pricing on changes is a joke !! overcharged in the case of an error!!! Dear SAA Customer Services , to which i have not had a reply!! I am writing to request your assistance regarding a very distressing experience I had with a recent flight change. On the evening of my return to Johannesburg, I was travelling with three friends after a holiday. I was responsible for managing all our tickets and successfully checked in my friends for the return flight. However, I experienced difficulty checking myself in. In my frustration and confusion, I paid R49 for what I believed was a seat next to my friends. Unfortunately, I later discovered that I had mistakenly booked myself on a flight for Sunday, 8 March, instead of Sunday, 8 February. I was also on a different PNR from my friends, which caused me to overlook this error at the time. I am a 78-year-old widow, and this was a genuine and honest mistake. I was extremely shocked and distressed when I was required to pay R1,927.50 to change my flight, especially considering that my original return ticket cost R1,351.14, including fare, taxes, and endor*****ts. The flight SA582 was not full, with at least 20 seats available, which makes the penalty particularly disappointing. This holiday was a special treat that I had saved up for, and the unexpected additional cost has caused me considerable anxiety and worry. I would appreciate it if you could kindly investigate this matter. There was a trainee staff member assisting at the desk, and I am concerned that an error may have occurred during the process. I was already in possession of a valid return ticket and would have expected a reasonable change penalty, rather than what appears to be the cost of a new ticket issued under the same booking reference (8MFWMC). I trust that SAA, in line with its values and the government’s stance on supporting elderly passengers, will give this matter careful consideration. I sincerely hope for a fair and compassionate resolution. I look forward to your response. Kind regards, Patricia Gordon James 0829005846
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Replies (0)