FlySafair / Safair Operations
Reviews and Complaints

Flight FA202 19 July 2022 Luggage 0640 FA 209051. Suitcase was forced open and damaged in the process. The lock which is the standard lock that can be opened by custom is also missing. They went through personal belongings and left zip open. Fortunately expensive private goods was carried in hand luggage.

Luggage was dropped off plus minus two hours before flight. I had a uncomfortable feeling that the longer the time in handling the bigger the chance of somebody tampering with luggage.

Travelled on Friday 17th June 2022 on flight FA412 to DURBAN for a wedding. Flight was delayed to begin with for 45minutes. Upon my arrival in Durban, I unlocked my bag which did not look tampered with. Upon opening my bag, I discovered my bag was ransacked. I had a clutch bag which was within my luggage, it was removed from the dustbag, opened up and thrown back in without being placed back into the dustbag. It was obviously noticeable that whoever was doing this, was in search of money. My toiletry bag had been opened , items were scattered in & around the bag. My hair straightener had been removed from its heat resistant bag, not sure what the person thought was in there?

It is such a shame to see that as airlines try to recover from the pandemic, whilst many have left without jobs, no care is taken by those who are employed & no security measures are put in place for situations like these. Even though my luggage was secure with a code on the bag, surely the masters behind this are very well skilled to unlock a bag, close it & make it seem as it had never even been tampered with.

SHOCKING! I cannot even reach a single call center of SAFAIR as all option son the customer care line redirects you with no eventual access to an operator.

With limited low cost carriers available now for local travel, is this what we should expect?

Disgusted!

I was booked on your airline FA170, the plane broke down, the delayed AGAIN, all we we were sms's to tell us what is going on. Nobody from Safair showed their faces to talk to the passengers. Due to these delays and not assistance from your airline, I was stranded at the airport as the car hire companies had no vehicle so late. I had to Uber at a cost of R968. I know this happen but Safair did not even attempt to try accommodate passengers with these types of issues. I battled to check into my accommodation as well as I arrived so late at the BNB

I fly for business to DBN and JHB all the time, but this experience has really left a bad taste in my mouth, i'll be very hesitant to use your service. There were 3 on your aircraft broken down at Durban airport, which is very concerning.

Luqmaan Menhennet 3DOUJP

[protected]@gmail.com

I my mum and dad travelled on flight FA130 yesterday from Cape town to Port Elizabeth and they are pensioners aged 79 and 81 this year and really don't have any savings money to buy new suitcase.

One of there travel bag (Suitcase) was thorn and they cannot use it again. This was the first time they travelled with Safair and this is not good or them.

Please can you see to this.

Thanks

Sorita (daughter)

I was booked on your airline FA170, the plane broke down, the delayed AGAIN, all we we were sms's to tell us what is going on. Nobody from Safair showed their faces to talk to the passengers. Due to these delays and not assistance from your airline, I was stranded at the airport as the car hire companies had no vehicle so late. I had to Uber at a cost of R968. I know this happen but Safair did not even attempt to try accommodate passengers with these types of issues. I battled to check into my accommodation as well as I arrived so late at the BNB

I fly for business to DBN and JHB all the time, but this experience has really left a bad taste in my mouth, i'll be very hesitant to use your service. There were 3 on your aircraft broken down at Durban airport, which is very concerning.

Luqmaan Menhennet 3DOUJP

I booked a ticket on line on the 16th May to fly out on the 18th it was booked for a very sick man of 62 he had to be on oxygen in the morning we got to the lansaria airport at 10.20 flight was for 10.40 to arrive in Durban at 11. 55 when we got to the desk the guy would not help us he said we have lost our flight the plane was still there I tried to explain the man had a hospital appointment the next day to have scans done and that the plane was still there he refused to go out his way to help I called the call center they wanted to book a 8pm flight at a cost of additional R545 I had know means of getting the ill patient collected at that time she then said sorry you have lost all your money is this how they steal from old age pensioners that are ill trying to get to a hospital that offers scans that JHB does not have it cost additional R250 to be collected at the airport that he lost aswell please don't think of putting a sick patient on there flights they don't accommodate ill patients at all I mean to steal money from people is discussting

Booking LMHHNH Cape Town to Johannesburg and return

When we booked our flights we bought the additional Chubb Insurance.

Whilst in Pretoria my wife was admitted to hospital in a high care unit with atypical pneumonia of both lungs - not Covid related. She was still in high care on the day our flight was booked back to Cape Town and we had to cancel the flight as we did not know when she would be fit to fly back.

We could only fly back a week later - FlySafair gave us a voucher for the flight canceled. the return flight however was much more expensive. So we claimed, with all the required documentation, for the extra unexpected expenses due to illness. Chubb simply referred us to their 11-page fine-print and refuses to accept the claim or to respond to my emails with legitimate questions.

I get the impression that this 'insurance' is no more than promises but when it comes to a claim they turn their faces away and will not even respond to emails.

Your urgent response would be appreciated

Dt THJ Venter

[protected]@torquetalk. nl

To whom it may concern,

Good day,

Hope this email finds you well.

I would just like to state that flight FA260 to durban on the 30 April flight time 06:45 was a horrible flight.

Firstly we have booked for priority which upruptly stopped as we entered the bus. The staff filled the bus to the max and beyond not even taking into consideration covid protocols, people were face to face that is how full the bus was. Also wasn't priority booking suppose to play a role here? Because we were just hurdled up with everyone. Upon arrival by the plane we halted in the bus for good 10 - 20 minutes before the doors of the bus actually opened, again not taking in consideration covid protocols.

We then eventually got off the bus and were placed into lines with a staff Memeber trying to direct and speak yet she was so soft it could not even be heard what was being said. If this is the airlines definition of priority then clearly it is pathetic. You book priority for reason yet we were jhst sequenced as normal with the rest who did not even book priority. We book priority to ensure our luggage has space especially with a laptop yet when we got in our cabinet didn't even have space and had to be put somewhere. Please as a well known airline do carry out proper procedures, especially when you state priority educate your staff of the meaning of it. It is a service that was paid extra for yet was not heeded to which is truly frustrating and disheartening.

I await a response from you.

Regards,

Naseera

Extreme abuse was suffered by myself through a link on SAFAIR website

The car rental value advertised is exhorbitant, relative to other car rental providers.

Advertised amounts are changed at time of signing.

Thrift 1360.69 Group K

First advertised R2061.00

First car rental Charged 3158 (vat inc) to your client

Maria M Du Preez

[protected]

[protected]@baobablda.com

Good day,

No one wants to send a claim for for 2 cooler boxes that went missing Full of Meat the 14th April. I get a call now 22nd April they found it and the meat is rotting and the other cooler box was opened. KOSHER MEAT

Please send claim form to me and my PA Emily [protected]@krostshelving.co.za and [protected]@krostshelving.com

We booked a family holiday from JHB to Cape Town for our Jewish Easter weekend (Pysig) We still in CT - we bought R15000.00 meat including the 2 cooler boxes. I complaint at the airport at lost property and NO assistance. It is more than a week later today 22nd April and they calling from CT Airport to say I must fetch it because it stinks terribly ONLY Today! they found it.

My PA has called Fly Safair asking for a claim for the last week and nothing is sent to her.

Please assist

PS. Can't add photos as the cooler boxes are at CT Airport. I have the tags to proof it is my stuff.

I flew with FlySafair from JHB to CPT. First of all I was at the airport so early it wasn't even a joke, just before 15:00 to be precise. The flight was good, service great, but when I landed in Cape Town I found that my luggage Is on another flight, luckily to Cape town but the next flight. With that being said I was late for somewhere I needed to be before 9 the evening and I could only leave the airport before 9 because I had to wait for my bags to come on another flight.

Good Morning,

Could you please provide me with an email address to lodge a complaint on the price paid for a one way ticket with Flysafair.

My original flight cost from DBN to PE Return Flight ZAR 2 530.90 Comair

My flight booking with FlySafair one way R5562.00

BOOKING REFERENCE: XISMLB

This price charged was taking advantage of other airline grounded?

Could you please refer this to senior management to revert back to me please.

On Monday 4 April 2022, I have checked in my luggage bag at Durban Airport and was told that I will receive it in Joburg, when we get to Joburg my luggage bag was not there with other luggage bags and I was told that it was left in Durban by mistake and I will receive it the following day by courier . My luggage bag has arrived in Joburg but I still have not received my luggage bag and it has chronic medication inside the bag, my health is suffering.

I had a flight this afternoon from JHB to PE and upon arrival I do not get my luggage bag, along with 3 other passengers. My flight was at 13:15 and I checked my bag in at 11:15 and the excuse for not having my bag was that it didn’t reach the plane in time for takeoff…which was running 20 minutes late. An arrangement was then made for the 4 of us to receive our luggage via courier later that afternoon as another flight landing at 17:30 would bring our luggage from JHB to PE. At 20:30 I now received a phone call from the staff member which assisted us at the air port that once again my bag was left in JHB as there “was not enough space on the plane” and that I would get a phone call tomorrow detailing when I would finally recover my luggage. This is ridiculous. Twice now my bag has been left unattended in JHB when it should have been in my possession. Very unprofessional and completely unacceptable. Terrible service.

Good day to you

Passenger Name : Muhammad Faraaz Ahmed

Flight : FA 200

Date 21/03/2022

Flight from JHB( 5:55am) to Cape Town (08:10am)

Booking Ref : 2HJND0

Price paid R1541.00

Gate : D5

Complaint

• I was at the airport at 4:45am the morning of my flight to Cape Town

• I got through the boarding gates at 05 10am

• Boarding time was at 05:35am

• I decided to sit in front of the boarding gates and worked on my laptop

• The queue to board the plane was quite long and therefore I remain seated working

• I watched the queue from the corner of my eye

• All passengers were gone through

• The time was now 5:44am

• I walked to the boarding gates - :5:44am and 30 seconds ( I was 30 seconds early )

• The screen still reflected FINAL CALL PRIORITY - REFER ATTACHED

• All other screens still reflected boarding

• I even saw the last person go through the door

• There was’nt even an announcement for my name

Sadly your boarding staff said to me I’m late and the gates are closed – I pleaded to them and showed them that I am still on time

 This is totally unfair

 I was 30 seconds early

 The screen still reflected FINAL CALL PRIORITY

 I pleaded to them and showed them that I am still on time

 Your staff refused to want to help me

 They closed the boarding gates 30 seconds earlier

 Even if I was one minute late I’m certain they could have helped me

 I missed my flight at a cost of R1541.00 and no fault of mine

 I had no choice but to purchase another Ticket at an additional cost of R950.00 ( Flight FA101 PNR 2HJNDO )

Going forward

 The staff on duty really need to be addressed on this matter as it is a serious concern

 They need to be taught Customer service and to go the extra mile to assist a passenger – Not turn a passenger

 You will agree that I could have been helped but your staff refused as mentioned I saw the last person go through

 The plane had not taken off – There was still 10 minutes as I was 30 seconds early

 A call could have been made and I would have made that flight

 On the basis of the above I will allow SAFAIR a chance to decide on how one is going to compensate me and rectify this to avoid a re-occurrence

I personally feel strongly about being compensated my funds and time

I work for Old Mutual and head the complaints department – I’m a frequent flyer between the provinces and if this is the service SAFAIR is going continue providing, then sadly I will have no choice but to encourage all business units of Old Mutual within SA NOT TO utilize SAFAIR.

I am highly disappointed with SAFAIR and how unfair I was treated even at ticket sales the one staff was so rude thus I was surprised at the manner I was spoken to.

I will await your favorable reply failing which I will pursue the matter to the next level and report it to the media & ombudsman

Regards

FARAAZ AHMED

RELATIONSHIP MANAGER

Registered Financial Planner

Member of the Institute of Certified Bookkeepers (ICB)

2nd Floor, D Block, Mutualpark, Jan Smuts Drive, Pinelands, Cape Town, South Africa [protected]@oldmutual.com I oldmutual.co.za

Cell : +[protected]

f. OldMutualSA t. @OldMutualSA li. old-mutual-south-africa

I have had such a bad experience with Flysafair on the 31 March 2022 traveling from JHB to CPT.

1. Flight was delayed apparently due to system and technical issues.

2. I was advise that the flight FlySafair FA214 was cancelled and all passengers are being moved to a KULULA flight for 6pm. Just to find out that flight FlySafair FA214 are still continuing and only 12 passengers were moved to a kulula flight.

3. I was then advised that my luggage will come with FlySafair FA214 while my family and I are on board with Kulula. I though here comes a disaster.

4. On my arrival at Cape Town international airport, we went to the luggage collection for FlySafair FA214 and no damn luggage. I was at the airport for 2 hours asking for help and looking for our luggage. SAFAIR help centre was then close. How terrible for customer support.

5. I had to leave CPT international airport without my luggage.

6. I then got a lady from the airports company to assist me and I made contact with at 11pm just before her day is over.

7. I had to go back today to CPT airport to pick up my luggage as it was on another flight that only arrived in CPT 2 hours after my flight.

Now, this angered me because of bad unorganised and incompetent service from FLYSAFAIR. This was a huge inconvenience for my family and I.

I have another flight back to JHB on Monday 4 April from Cape Town (FlySafair FA205). I DONT WANT TO KNOW WHAT A [protected]@K EXPERIENCE I WILL HAVE GOING BACK HOME ON MONDAY.

I HOPE SOMEONE WILL CONTACT ME BEFORE MY NEXT FLIGHT AND ADVISE HOW THIS BAD EXPERIENCE WILL BE RECTIFIED. OR WILL HAVE TO EXPOSE THIS SITUATION ON SOCIAL MEDIA AND HELLO PETER. I KNOW OF FIVE OTHER CUSTORMERS HAVING HAD THE SAME ISSUE.

WHERE IS THE CUSTOMER SERVICE. I ALSO NEED THE LADY WHO CALLED ME FROM THIS NUMBER 084 713 8991TO CALL ME URGENTLY

Regards,

Cameron Ryan

[protected]

To whom it may concern.

I flew from Port Elizabeth Airport to Or Tambo in Johannesburg on Friday 25 march 2022 at 15:40 flight number FA 374.

When we arrive at Or Tambo Airport at 17:20. I went to fetch my suitcase on the baggage carousel and realise that my suitcase bottom wheel has been broken. It is a brand new suitcase and that was my first time that I used it.

I trust that this will be one of thousands of complaints against FLYSAFAIR. The financial abuse and profiteering of its customers this past weekend and subsequent days from the grounding of Kulula/Comair flights is nothing short of shocking. Instead of assisting people get home, SAFAIR, your management pushed the prices sky high.

Have you no shame? No conscience except the bottom line. People are struggling post covid and instead of seeing the opportunity to do good, you disappointed humanity by showing the values of the company.

Please ask your CEO to contact me and explain how, within seconds, as I was completing my booking - desperate to get home - the flight price doubles? Over the space of a few hours, your tickets went from R1200 to R3300... ? I have screen shots.

We sit watching war torn Ukraine and lament the harshness of war and in our own backyard, a fantastic opportunity to do good, keep the prices honest and show your true values (and enhance your name, create a marketing opportunity at no cost) you abuse your power?

Good Day

I recently flew from Cape Town International Airport to King Shaka International airport in Durban on Sunday the 13th March 2022. After doing an online checking, and confirming my seat number, I was told upon arrival at the airport that the seat assigned to me had been double booked and I was then required to wait an additional 20 minutes outside whist everyone else boarded in order for a solution to be discussed by the airline. After finally being allowed to board the flight, I realized that I was placed in a seat that was previously allocated to a passenger flying business class with a spare seat next to her. This was extremely uncomfortable as the airhostess asked me twice to see my boarding pass as if I just decided to take the seat on my free will. The lady traveling business class was also asked if she minded me being in the seat reserved for her, and thankfully she didn't mind however it was an extremely uncomfortable situation to be at her mercy during this time.

My son registered for Flymore Club on the 27 Jan 2022. We chose the option for the payment to go of the 1st of Feb 2022. He received an email for Safair "Welcome Aboard Flysafair". The payment of R2400-00 went of my (Marliese Brown) credit card on the 2 Feb 2022. When we wanted to book a flight to George on the 10 Feb 2022 on the Flymore Club, we could not book the flight because the App did not accept his login details. When I phoned Flysafair they informed me that he is not registered on their system and they can not link him again to the Flymore Club, because the Club is closed for new registrations. I send all the proof that we did registered before registration was closed, because my daughter also registered the same day and she was registered. They came back to me to say the money did not reflect on their system, so I send through a verified statement to show the payment went off my credit card. Today is the 11 March 2022, my problem is not resolved and my son is still not registered and I have not received my refund.