FlySafair / Safair Operations
Reviews and Complaints

We travelled from Durban to Cpt on 25 Dec 2017 with flight FA161 at 7am. This was the most cocky, unattentive, "full of herself" head attendant.
She did not check our boarding passes, showed very little signs of leadership - she displayed an attitude of arrogance and not wanting to be there... the most unfriendly person, never smiled and was irritated with her fellow colleagues.
This person clearly needs to be retained on customer service and told that the fact that she is in charge of the smooth running of the plane doesn't not allow for arrogance and lack of customer service.
This was an unpleasant experience!

Durban
Durban
Thu, 07 Dec 2017, 13:10 FlySafair FA273
Economy Johannesburg O.R. Tambo International Thu, 07 Dec 2017, 4:25

Airline reference: GHOIGH | Supplier reference: GHOIGH

1. Ek het gereel vir rolstoel vir my man wat hartversaking vroeer die maand gehad het asook ‘n heup operasie. Ek het die email ontvang waarin bevestig is dat hulle die versoek ontvang het. Ons was meer as twee ure voor die tyd by die plek waar ons moes inboek. Die dame wat ons gehelp het (trainee) het bevestig dat daar geen aanduiding op die stelsel is dat ons gereel het vir rolstoel bystand nie. Gelukkig kon ek vir haar die email wys wat ek ontvang het. Na een en ‘n half uur kon hulle uiteindelik dit uitsorteer.
2. Ek het vir die dame genoem dat my man asb voor in die vliegtuig moet sit en sy het net gese dat daar sleg by sitplek 27E en 27F sitplek vir ons oor is. Ek het vir haar genoem dat dit te ver agter in die vliegtuig is maar dit het op dowe ore geval.
3. Toe ons by die vliegtuig se deur aankom het die waardin gevra of hy self by die sitplek sal kan uitkom met sy krukke. Ek het vir haar genoem dit is reg as hy darem net eers kan sit voor die ander mense inkom.
4. Hy was nog nie eers halfpad oppad na sy sitplek toe, toe die mense van agter ingekom het. Hulle het hom net dood eenvoudig nie kans gegee om by sitplek uit te kom nie. Ook geen hulp van die waardinne gekry terwyl ons moes sukkel om by sy sitplek uit te kom nie. Van die ander passasiers het toe maar later gehelp. Hy het sy heup wat geopereer was twee keer teen die leuning gestamp voor hy uiteindelik na ‘n gespook in sy sitplek kon kom. Hy was teen daardie tyd alreeds uitasem.
5. Kan daar asseblief ook iemand met meer ervaring by ‘n trainee geplaas word om die persoon te help in moeilike situasies.

Ek dink dit is onaanvaarbaar aangesien ek nie aan hierdie soort van SWAK diens of GEEN diens by ‘n lugredery soos FLYSAFAIR verwag nie. Hy gaan vandag terug dokter toe want hy kan nie op sy been trap waar hy sy heup gestamp het nie.
Ek verwag ‘n omverskoning van die lugredery wat dit is ONAANVAARBAAR. Ek sal dit waardeer as my klagte dringend hanteer sal word.
Dankie
Marlene Oosthuizen
Senior Underwriter
Momentum Insurance
Momentum Retail
Office: [protected]
Cell: [protected]
Marlene.[protected]@momentum.co.za

Hierdie email was al die 11de Desember na [protected]@flysafair.co.za gestuur maar geen terugvoer tot op datum ontvang. My man is tans in Eugene Marais hospitaal waar na sy heup gekyk word. Hy het vandat hy die heup gestamp het die dag op die vliegtuig kronies pyn in die heup.

I needed to take a flight out to Cape Town last night. I took the last flight and paid over 2000. I was directed to luggage check in where they told me the gates were closed and I had to go home. I was traumatized as I had been kicked off a mango flight and hoped to get onto a flysafair flight

A lady in charge called my friends aside and told him she's in charge of the gate and if he paid her she'd kick passengers off and let me in. He innocently agreed thinking this was ok as she was in charge. The lady checking in next to me got kicked off and placed on standby.

I was called and taken into a different gate with my big bag that hadn't been checked in a big box. I was then taken in towards the boarding gate from a different entrance. Escorted by the same lady in charge and another couple that were in the same problem as I was

I was allowed to board and had to run down with my big bag big box and hand bag alone. I was then stopped and my luggage was taken to a different storage unit. I entered and the air hostesses didn't even guide or direct me to my seat I had to ask a passenger as I didn't even see a seat number my ticket had pen writing.

I am highly let down and I would appreciate an immediate response

Absolutley dissapointed, this 45 days cancellatio period is a rip off and there was no transparency to this info when I booked the ticket. I am so disgusted in this flight service and I would never recommend it to anyone...In short I bought a ticket over the counter at checkers and now have to cancel due to my sick bed ridden aunt, im tolfd I will lose the whole amount of which will leave me stranded and cant even get home when my aunt is well as im cashless. Then im learn of an cancellation upgrade of which was neeeevvvvvvvverrrrrrr at any point in time during my purchase communicated, judging from my circumstances with my aunt I would have taken that option. I went on hello peter and to my surprise, you guys have so much complaints on there, im really starting to feel like paying more for service, surety and quality is better than paying less for this kind of treatment... I actually could just dig my own grave and die now as I wont be able to go home... The above is the gist of my complaint that I wrote on their facebook page

I was traveling on 11/8/2017, 8:15AM flight. During the transport of my luggage from Johannesburg to Capetown on FlySafair Airline; when I checked my bag it had been entered, items stolen and a dirty shoe sandal left in my bag.

My roommate to me some of her items had been stolen and I immediately check my bag and same thing had happened to me. We reported the incident to our group coordinator. The next day another member said that their bag also had missing items.

Items missing from my bag was a Swarovski necklace, 2 pair of gold earrings, and a U-shaped travel pillow.

I have review the FlySafair Customer Care Service webpage and there seems to be a number of complaints regarding similar issues with the integrity of the Airline's trust with customers luggage.

I would like to be compensated for my losses; what's the next step.

Hello my name is Lwakila ngama I took a flight with you today at 8:35 from Cape Town arrived to Johannesburg At 10: 35 with flight FA201 but unfortunately I'm extremely disappointed to when I received my bags it was all broken detached everything was not recognizable I'm talking about lather suits case a Louis Vito's bags I can't even breath while writing please do something for me I would like compensation for the damage of my bags please

I traveled with safair Monday 8pm flight from jhb to CT.
Checked in one piece of luggage.
When I received my bag the cable tie the check in person tied on was broken off. The lock broken off. The bag damaged.
My stuff was all thrown around in my bag. I would like compensation for the damage to my bag. Extremely disappointed. Also it seems like this is quite a regular problem. Yet nothing is being done. I want my money for my bag that was broken

We are complaining about our luggage that did not arrived with
us in Durban.At the Swiss Port desk they told us that it was loaded
on the next flight to Durban.

We left our details at the complain desk with the assurance that our
luggage will be delivered the same day.
They even phoned us and told us that it is on its way.
Unfortunately our luggage is still missing.

Check in ref number: FSBAQO, JIRQQK
Ticket no;FA-[protected], FA-[protected]
Booked through Travelstart Ref num ZA03376063

Our details:

E Strydom
[protected]

M Strydom
[protected]

Thank you

I flew from Johannesburg to Cape Town on the 28th September 2017 on flight FA 103.
I checked in one bag and the clerk sealed my bag with a cable tie.
When I collected my bag from the conveyer in Cape Town I noticed that one side pocket was open and the seal had also been removed.
Upon inspection of my luggage I discovered that my powerbank backup power supply for my cellphone was missing.

I have been using Flysafair for all my flight, even though I don't fly often. The reason for this is not the price, but the on time performance.

However, I now question if I should choose another airline.

On ny flight to Johannesburg, a flight attendant by the name of Kim made me feel this way.

Firstly, she would not take my chocolate wrapper because it was not purchased on the plane.

Secondly, on landing, she told me to take my earphones out of my ears. The problem here is that they were ear plugs. She got rude with me when I told her this. It was clear that it was not plugged into any device for it to be earphones. My issue is that I have severe pain when my ears block and the ear plugs help. Who the hell is she to tell me it's not allowed or to get rude with me.

Thirdly, after the earplug incident, she then told me, not politely, to get my bag under the seat, of which it was.

Not only did she pick on me, she also humiliated me in front of other passengers.

I am utterly disgusted with what happened, and it's sad to see it from an airline that I had no problem with.

I never want to experience this again.

Wednesday 23 August 2017 we arrived at Oliver Tambo International with flight EY604 at 16:20. It took almost an hour to pass through Passport Control. When we arrived at the checkin counter of FlySafair it was 17:23. Our connecting flight to Cape Town was scheduled to depart at 18:00. We were pre-booked on FA115 but had to hand-in our suitcases. The official at the FlySafair counter said "Sorry but the flight is closed due to the 40 minute policy. I explained that we had been delayed at Passport Control at the International arrivals area, and that we are already on the flight. The official, a woman, refused to allow us onto the flight. The more I explained that we are only 3 minutes late, and that we are not delaying the flight, the more she kept on saying that we need to go to FlySafair's ticket sales and book us onto the next flight. This we did, and spoke to a very customer unfriendly woman, Ms Seabi. Seabi said the next flight had open seats but no guarantee cab be given that we will be on the flight. I then insisted to speak to the Manager but was told he went home at 17:00 - this I did not believe. My reaction to this: I told her this was unacceptable and difficult to swallow, and we left for Kulula's ticket sales counter where we bought 3 tickets on the 19:50 flight to Cape Town. This inconvenience cost us a further R6 134.00. We had to return to Cape Town that evening due to business and school commitments the next day.

I am so disappointed in the service that I received and even having notified Flysafair of this they keep arguing with me around their policy.
On the 17 August 2017, I booked a flight for my COO for a project in East London with a return option on it for October 7th, I had received a email about specials, and we decided that it is a good option for him. He had previously flown with them and no issues, alas, not this time, good things are short lived.
Yesterday on the 30 August 2017, I checked him in online, which is always helpful, and especially since he was flying at 7:10, it would be the best option. As I checked him in, the portal says are you familiar with our hand luggage policy, since he was taking samples in his bag with him, I quickly checked the rules, as it is medical and surgical supplies. Didnt want them thinking he was going to stab someone with I.V Catherers.
I read that there should be no issues, I checked that he could take his laptop with him and his tog bag, since we work in mortuaries and vets, suits aren't always the best option for either of us. I confirmed that he was taking a small tog bag, which he confirmed.
So this is where the fun starts, he arrived at the airport at 6:10, just a drop off, and I asked him to just go to the counter and have them print his boarding pass as he was not able to do it. When he arrived at the counter, to do as I requested, he sent me a urgent message, advising problem on his luggage, they say he has two bags and it is against the rules, as per his ticket.
I said impossible, he can take everything as carry on as long as it is not more than 7Kg's and the dimensions are correct, well since my laptop is the same as his and we have the same bag, I jumped up and measured it, which to my delight it was not over the dimensions. I told him exactly their policy and sent him the image of their own policy, his words to me, was I get what you are saying but they are telling me it is not allowed and I a amount of R250 is to be paid, I vehemently fought this, as I know we were in the right. He further told me, after I asked is there a supervisor that we can speak to, that he is told that he is holding up the line and is causing delays for other passengers. Honestly now I am angry.
He paid the R250, and I started to complain on their social media platforms and their website, on the website no reply has been given, but the were quick on their facebook page to send me their policy for hand luggage advising that if we had did the transaction online it would only have cost us R150, it should not have cost us anything. I then told the person replying that as per his message to me, it was in the weight limit of 7Kg's and that before they even sent me their policy, they should have started with, our apologies for your experience. Oh but they are so flippant and arrogant they dont see that they are treating customers in a terrible manner.
The best comes when the person starts arguing on facebook with me about the experience, requesting dimensions. Again I, advised that the dimensions were in line with their policy, and still shocked that as a company, sorry for your experience has not been typed in the message.

I was taught that, even if the customer is wrong, sorry for your experience can keep your company name flying high, but guessing since they offer cheap flights, they could not train their social media staff member that.

The entire time, that this argument is going on facebook, I am insisting, that the ground staff employee, was not worried about dimensions or even weight, they counted two and that was the problem. Then the standard reply came, thank you for the information please advise booking reference, so that management could investigate.
I gladly gave this information, and said I wanted the communication on email, as proof. But wait...the stupidity keeps flowing...

The reply, please send us the passengers, full details so that we can look at surveillance, so I asked, why, you have this all on the booking confirmation details, which if you type this in, the entire ticket details pop up. Is it because since, they already have no service, they want to make his return trip even more unbearable.

Wouldn't know what their ideas of good service is, but think is is disgusting, where is customer service, where is company integrity, has anybody noticed that if you phone their call center for assistance they charge you. I get salaries are to be paid, but really, to charge to answer my call. Absolutely disgusted.

Out of courtesy, I feel that they could refund us the extra amount that we had to pay, as well as the ticket, as it would just be good behavior, that is if they are able to behave in a courteous customer service manner and secondly, I would appreciate that the person who answer the social media pages, be taught basics in customer service, and rather have asked for my details so that the argument did not happen on facebook, at least it is their name down the crapper not mine.

Attached is all the supporting documents required to show their ineptness

My wife and I took a long weekend down to CT and wanted to try FlySafair.

I am just under 7 foot tall and as a precautionary measure always check in early to get an Emergency Exit row seat.

On our return flight on the 28 August I checked in at 4pm (3 and a half hours early) for the 19h30 on flight( FA 304) from CT to Lanseria and was thankfully given Seat 16C.

When I arrived at the departure gate I was informed that my seat had been changed as somebody had now purchased the seat and I had to be moved to 18D. Much to my disappointment I moved and had a very uncomfortable flight and you spoilt my holiday.

I have two questions:

1) Is it standard practice for you to joyfully check somebody in and then if somebody else comes and offers money - joyfully move somebody out?

2) If a person buys an emergency row seat is massively overweight and obese (even needs an extra seat belt) aloud to sit in an emergency exit row?

The two passengers sitting next to me were laughing and just amazed at what you didŠ.

Thanks for spoiling my holiday!

Good day
I flew with your airline on friday 25th August from Cape Town to Jhb for a family funeral and upon landing in JHB and collecting my suitcase noted that my handle had been completely detached and broken off my bag including the material torn. I showed the security or gentleman that stands there with absolute no word on how to resolve the matter. I flew today and showed the teller and service desk staff my bag and she said she would make a note of it. I have used that bag for years with many airlines and have never had it damaged until now. The only way this couldve happened was if my bag was taken by the extendor handle and violently thrown. I am absolutely shocked by this lack of decency to my property and entrusted the airline to not damage my suitcase. It is a simple and common courtesy to respect other peoples belongings else rather let them board with their luggage as to avoid this. Did not even receive an apology or an offer to replace. Sabrina [protected]

On 25 July we got notified that our dad was critical ill in port elizabeth and that we should get there soon.
We looked for tickets at immediatly and booked the ticket at 14:45 with safair refrence number HMNTQT. We quickly packed and rushed through to ORTambo airport. We arrived 2min late for check in pleaded with the staff to please check us in as our dad was critical and might die any min. It was like we were talking to a brick wall. Like your staff was not hearing us. I mean the plane was still there noone was boarding. Im sure if this had to happen to any of them they would of made an exception.

Fine we went and booked new tickets with britishairways to get to PE that night. As we booked the standard tickets with safair it says the following is included
INCLUDES CHECKED BAG
INCLUDES FREE FLIGHT CHANGE
INCLUDES PRIORITY BOARDING
We went and changed the the flight we couldnt board with safair to return to johannesburg and had to pay for flight change yet it says free flight change.

We then did online checkin on saterday and choose seats 5a and 5b yet when we went to drop of our bags our seats was changed to 18c 18b.

We will never ever set foot on this airline again. Your staff has no sympathy. Be as this matter will be put on all social media possible.

Please see the photo attached to see how my bag was returned to me and what FlySafair's response to the ordeal was

Good day Charissa

Hope this email finds you well.

I regret to inform you that your claim has been declined.

Please note that we do not cover wheels as they are protruding parts on suitcases.
The above is also stipulated on our terms and conditions, you may also refer to our terms and conditions (8:12) .

We apologise for the inconvenience caused.

Zandile Mjuleni
Customer Service Agent
Safair Operations (Pty) Ltd | Tel: [protected]

Booking ref: fbkbbj
Date: 16.06.2017
Depart: 08:30

I arrived at the check in desk well before 40 minutes of departure. I paid online for my ticket and a prebooked seat at the window. on arrival I was told there is an amount outstanding and was sent to the cash office. I had to wait in a long ques and when I eventually reached the desk I was told no money was outstanding, which I tried to explain to the ladies at the check in counter. the gentleman at the cash office asked me to wait aside and continue server the other people in the ques. I thought this was ridiculous. I eventually walked back to the check in counter on my own and waited for them to sort this out. I made the flight just in time, did not even get my pre-booked seat, and had to sit in the middle of two people.

Please attend to this

Thank you

Regads

Surietha van niekerk
[protected]

We came back from durban to cape town on 12march 2017 on the 9.20 flight.
It was smooth flying until about... Not sure... It felt like hours... Before we landed... The plane shook in the wind.
My ear was so sore I cried with pain.
My daughter latasha also complained of ear ache.
When we got to cape town airport and my other daughter was sick... Vomiting the whole day.
Natasha went to the dr on monday because she had blood in her ears. I could not go untill the following week. I told the dr and he found my ear was also damaged.
It was a very bad experience for us as it was the first time in her 32 years of age that danica have flown and natashas first domestic flight.
I have flown with mango mostly even though I have flown with safair a few times this was my worst ever.
Regards
Maureen champion

I was booked on flight FA109 - 20/11/2016 departing from Jhb to Cape Town at 14:40 and I have checked in 1 hr 30 min prior to flight departure.

I checked through the departing gates at 14:00 and as my boarding pass indicated, I must make my way to gate C13, which I did.

As I was standing in the line waiting on the boarding gates to open, I asked a gentleman that was standing in the same line if there's been a delay in flight and he said yes.

I became anxious and nervous and left the line to make my way towards the information desk. To my astonishment I saw on the departing board that flight FA109 already departed to Cape Town.

I was furious and I was told to go to flysafair ticket sales and explain to them.

My name was not called over the intercom at all. I have been traveling with flysafair since their very first flight from Cape Town to Jhb and even met the CEO on board.

Never have I come across such terrible experienced with Flysafair.

As I made my way to the ticket sales, I was informed that I will have to take the next flight which will be the following morning at 5:55 am, flight number FA200...and pay an extra R400.00...what!

This was not my fault and I also had to pay for another night accommodation as well as transport from and to the airport again! which costs be R4800.00 one way trip.

I ended up paying R400.00 plus R96000.00 (transport) plus R1, 200.00 accommodation for an extra night.

This is NOT acceptable and I am furious.

I am holding Flysafair responsible for this and I am not leaving this matter as is at this point.

Making an announcement is not suffice to me as they did not bother to contact me on my cellphone as to where I am after checking in already and having my boarding pass with me!

I want someone from Flysafair to contact me urgently via email: [protected]@gmail.com or my cellphone number [protected] URGENTLY! AS I expect full compensation for the airline mess and causing me a great deal of inconvenienced :( :( :( :(

Alarm bells goes off by the safety procedures of this airline as lucky for me this time around I did not book any bags into cargo!What if I checked in any bags! I am definitely not leaving this and I will go viral with this. wORST I WAS NOT THE ONLY PASSENGER THAT WERE NOT ON BOARD ON THAT FLIGHT!

FAIROEZ DAVIDS

Good Day

I was on flight 206 on Monday 24 October 2016 from OR Tambo to Cape Town. On arrival, my lugguage was never loaded in Johannesburg which contains all my personal stuff and clothing. I had to complete a report and was told that my luggage would be on the first flight on Tuesday morning. I need to inform you, due to no clothing I was unable to attend a business meeting that was scheduled on Tuesday. I had to re-schedule for Tuesday the 01 November 2016.
After numerous calls to Safair and Swissport, eventually Safair contacted me at 16h00 to say my bag would land at 17h20 and that the courier will deliver, which was delivered at about 21h30. I have never ever experienced this before as with yourselves or the other airlines too. The reason they say my bag was not loaded, was because it had an old sticker on as well. Surely this the desk clerk should have noticed and Swiss port should have noticed that there are 2 stickers on now. I am sorry but I will not book luggage in with your airline ever again.

Yours Faithfully

Michelle Samuels
[protected]