South African Airways (SAA) was established in 1934. It is the flag carrier and largest airline of South Africa, with headquarters in Airways Park on the grounds of OR Tambo International Airport in Kempton Park, Ekurhuleni, Gauteng.The airline flies to 56 destinations worldwide, in partnership with SA Express, SA Airlink and its low cost carrier, Mango, within South Africa and across the continent, and nine intercontinental routes from its Johannesburg hub at OR Tambo International Airport.
Verified & Updated on: 26/07/21
South African Airways Hong Kong Hong Kong Address:
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Phone:
+61 1 300 435 972
Fax: +61 8 9216 2223
Email: [email protected]
Working hours
Mon – Fri 09:00 – 17:00
South African Airways Official website: https://www.flysaa.com/
South African Airways Online Check-in: https://www.flysaa.com/manage-fly/manage/check-in
Note: Online Check in begins 24 hours before departure, and up until 90 minutes before your flight’s scheduled departure time.
South African Airways Check-in timing https://www.flysaa.com/manage-fly/manage/check-in
Check South African Airways flight schedule here: https://www.flysaa.com/plan-book/travel-information/flight-schedules
Check South African Airways flight status here: https://www.flysaa.com/manage-fly/manage/flight-status
South African Airways baggage services telephone contact numbers:
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South African Airways Baggage Allowance
View South African Airways Hand | Cabin baggage, Checked baggage, Excess baggage charges, over weight baggage charges, over size baggage charges in the above link.
Types of Planes / Air craft available with South African Airways
Total fleet: 12
- Airbus A319-100
- Airbus A330-300
- Airbus A340-300
- Airbus A340-600
Queries handled by South African Airways Customer care:
Flight Ticket Booking, Ticket Cancellation, Flight Ticket Rescheduling, Ok to Board, Visa Services, Online Check-in, Baggage Allowance, Duty Free Allowance, Flight Information, Airport Lounges, Visa Information, In-Flight Meals, Airport Transfers, Missing Luggage, Immigration Services, Valet Parking, Meet and Greet, Flight Wifi, Airport Wifi, In-Flight Entertainment, Airport Facilities, Delayed Flights, Visa on Arrival, First Class, Business Class, Economy Class, Voyager
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To whom it may concern,
I, Abby Du Plessis, am wanting to get into contact with someone for an incident that took place in December 2016, at Hong Kong International Airport.
I was not going to deal with this issue, however, as I am in the process of planning a holiday trip for December 2017, I cannot help but think of all that went wrong and the terrible service I received at HKG. If me emailing you in regards to this issue prevents the same thing from happening to other tourists, then I will address this issue.
I arrived at HKG from JHB O.R. Tambo International airport on 11 December 2016, at 12:45. I was on my way to South Korea for a holiday. My ticket did not have a boarding gate number on it. Being a foreigner, I was not sure where exactly to go. As I went through immigration and passed various counters, I asked some of the ground staff where exactly I was to go and I was sent to gate 220 to board my next flight, which would be departing very soon. As I arrived at gate 220, the staff there informed me, in a very rude manner, that I was in fact at the wrong gate. I had to be at gate 20. At this point, there was no possible way of making the flight. I ran back to gate 20, however had missed my flight as I had suspected. I was then sent to a counter in a different area of the airport where I would be able to purchase another flight with a penalty cost. I sat there waiting for over an hour for a staff member to locate another flight for me. I was finally sent to area J to pay for a penalty flight in order to reach my final destination, Seoul Incheon International Airport. Once at this counter, I was told to pay nearly R4000 in cash for my penalty flight. Firstly, who carries that sort of cash with them? Especially while traveling? Secondly, there were numerous card machines on the counter, yet the staff on duty would not accept my card? That does not seem right.
Being in a foreign country, I did not carry that amount of cash on me. I was able to swipe my card to pay for it, but unable to draw that amount as it was too much. That is not how my card had been set up before I left my home town.
I was very lucky as a complete stranger offered to cover my flight and I could reimburse him on my way back to South Africa when I returned to HKG.
Later on that night, when I went to board my flight, I was told I could not board my flight as my return dates were incorrect. I was aware of the dates being incorrect, but South African Airlines had informed me to use the first leg of my flights and change the dates once I had arrived in South Korea. We had purchased my original tickets online and therefore it was impossible to change the return dates online. I was meant to return on the 21st December 2016, however online we had selected 21st January 2017 instead. Due to not having a visa I was unable to stay in South Korea or Hong Kong for longer than 30 days. I was very aware of this. I had spoken to SAA before leaving Port Elizabeth, South Africa, and as I mentioned earlier, they told me to change the dates once I had reached my destination. They spent the entire evening fighting with me and refusing to allow me on the flight, never mind the fact that earlier that day I had made it all the way to the boarding gate without hassle.
I was told to change my return date at the SAA counter. I went to the SAA counter, who also would not help me. They claimed there was an error in my name between the ticket and what was on the computer. On the one my name had a space in, and not in the other. A simple space. The exact same name, just a space. For this reason, I would not be able to change anything. They could not help me. I was told to go and purchase new return tickets. I had already been stuck earlier that day, and now I am expected to go and purchase new return tickets? Never mind all the other extra money I had been charged that day.
The staff at Hong Kong International Airport, at Asiana Airlines, as well as South Africa Airlines, were all very rude and abrupt, and very unhelpful. I was shocked by the service that I received, as well as how I was treated as a foreigner in Hong Kong.
About half an hour before my midnight flight was due to take off, they (the staff at the Asiana Airlines counter and a lady from South African Airlines) phoned and held my flight. They finally accepted my documents, changed my return dates and ran me through customs and onto the plane. I was not given any hard copy tickets or new documentation as they were rushing to get me on the flight on time. I was told I would receive an email.
Just in time. After refusing to help me for nearly 5 hours, now all of a sudden they were able to help me? This seemed like a money making scheme to me. It appeared to me that they were hoping I would go and buy new return tickets, and at the very last minute they saw that I was unable to, so they decided to help me.
When I landed and finally arrived at my destination, I went online to check my return tickets, as they had not given me any documentation. I discovered that my return dates were still incorrect. I was due to return to HKG on the 21 Jan 2017, and return to JHB and then PLZ on the 25 December 2016. How they overlooked this amazed me. After not allowing me to board my previous flight due to not having a visa and my return dates being incorrect, and then they still allow me on the flight?
I then phoned Hong Kong International Airport, South African Airlines at Hong Kong International Airport, HKG Asiana Airlines and any other persons I was redirected to, in order to correct this error. At first no one was very helpful. I was continuously told to phone a different person/department/place. Finally, someone was able to assist meZ Once again I was told to pay to change my return dates. How does this system work? I am told to pay for their mistake?
Personally, as a foreigner, I feel that I was scammed. None of the above mentioned events seemed professional at all. I was very disappointed, and sadly have been left with a very poor view of Hong Kong International Airport, the South African Airlines based in HKG, as well as Asiana Airlines.
I hope that this issue can be dealt with and that it would never happen again.
Kind regards,
Abby Du Plessis
To whom it may concern
I would like to bring to your attention about the service at Hong Kong International Airport as well as SAA offices.
As my ticket was bought online flight SAA287 was delayed due to a technical fault and we left Hong Kong for Cape Town dated 20 December 2016. The staff’s behaviour at various counters were appalling and not very helpful as the airport is massive and one is in need of assistance no matter how small. Passengers received letters notifying us of the delay and over nighted at the Regal Hotel close to the Airport, however staff’s attitude needs to be worked upon especially when in a foreign country. When asked for help as I left my bags behind, was told look at the boards bluntly.
Working in a customer service environment means being friendly, helpful and not
blatantly rude to customers..One should not be in a that line of work , if you fed up.
Kind Regards
Salome