My flight VZ 0611 on the 23 Febuary 2012 from Durban to Cape Town was initially delayed then cancelled (I was notified by an SMS with no contact information 2hours before I flew). The company did not offer to arrange any flights or services for stranded passengers and I was left to book a flight through another company, which cost me an additional R2000, excluding all the calls made to their call centre. I was promised reimbursement for my cancelled flight, I filled out their form and emailed it to the head office, twice. Its been More than 2 weeks now and I still have not heard back from them or received my reimbursement. I've tried calling their head office directly and either give up after waiting, usually after half an hour, or I get discontented. Please think twice before booking flights with this company as you will most probably be ******* by them in the end.
The flight was good, no problem there. The ground staff at the check-in counters have the worst attitude ever, I'm not sure if she was having a bad day or what, but she was damn rude. Bad customer service. Since I was new to the OR Tambo airport (Johannesburg), I was unaware as to where the check-in gates were situated. I asked the Velvet Sky lady at the check-in counter where it was? "OVER THERE", she said IN A ARROGANT VOICE...wow, what an attitude.
An indirect flight: If there is no direct flight on your desired route and you have to change planes in order to reach your destination, you should take into account three very important "details".
First of all, you will have to buy your flight tickets separately, as if they were for two separate journeys. It may therefore happen that the sum you pay for the two flight tickets, especially if you buy them shortly before your flight date, be almost equal to the price you would pay for a direct flight with a regular line. Check and compare prices well before buying!
Moreover, when you arrive at the airport where need to change flights, you must collect your luggage yourself, as if your journey were over. Afterwards, you need to leave the airport security area, check-in for the second flight and go through the security check once again before boarding the second plane. Be extremely careful, as this could sometimes take more than 3 hours!
Last but not least, if your first flight is late, the next one will not wait for you, even if it is operated by the same airline. That is due to the policy of low cost companies which states that flights are independent from one another. Low cost airlines are not responsible for your losing the onward flights, no matter what.