I try to keep it short, to summarize our experience with Air Namibia, based on a booked holiday, originally starting 24th of October.
- Original Flight Frankfurt to Windhoek on 24th of October cancelled with short notice
- we had to rebook to fly a day earlier, leading to additional costs for room and expense - Taxi etc.
- Confirmed booking for seats was lost
- Asian Vegetarian food booking not fulfilled - 2 poor spare replacements for evening food, Breakfast cancelled totally, as no vegetarian food available
- Flight Windhoek - Victoria Falls
- confirmed booking for seats was lost
- Flight Victoria Falls - Windhoek
- Plane broken - announcement of 2 hour delay
- Plane left Victoria Falls late by 4 hours late
- Plane was not going back to Windhoek directly, as redirected to HARARE to pick up waiting passenger and save flight costs from there, additional 2 hours flight time
- we had to leave the plane in Harare to redo the emigration and security process from scratch, nor did your crew have a clue that this will happen - additional 45 minutes of chaos and confusion.
- Arrival Time Windhoek 23:30 - appr. 6 hours late
- No possibility to pick up booked rental car, as all companies closed already.
- Additional costs for Taxi and delivery by retals company next morning to hotel.
- Flight Windhoek- Frankfurt
- Confirmed booking for seats gone - new seats arraged by friendly groundcrew, just to find out that the entertainment program for these seats were broken, as it was for other passengers on the flight 2 weeks before.
As a summary, the groundstaff and flight crews were friendly and helpful (mostly), the decissions made by your so called management are not just questionable, they will lead to damage for the name of your company. What kind of feedback do you expect from customers AND the arranging travel agencies??