FlySafair / Safair Operations
Reviews and Complaints

Dear Sir/Madam

Trust you are well !

Please assist with the following complaint :

Two Fridays ago I logged on to the Flysafair Website to do a flight time change
for a flight, on the same day, for my wife .
The system responded in the normal way and gave me the amount required
to affect the change, which I had to pay and my credit card was used with
all going well up to the point of confirming the transaction was successful .
Instead Attached, you will find a Time out error notification halting the transaction .
I re -logged in twice again, with the same error halting payment procedure confirmation,
until my fourth log in, where no additional fee was required and the transaction confirmed,
print out attached

Flysafair are avoiding any communication regarding the system error . They are
shying away from the issue all together

Underneath my very last e mail replying to a Team leaders e mail from their Help Centre

This error in their system is to serious to ignore, it has costed me three
payments to the value of R798 - this money earning interest in their bank
for just on four weeks now, and how many other clients are affected ?

They are simply ignoring the issue, not referring or mentioning the system
error at all ?

Please assist with firstly my refund, and secondly to get them to respond regarding
the glitch in their system and to fix it .

Please confirm receipt of this complaint

Regards

Eddie Cameron

28 May 2018
I am not a frequent flyer and rarely make use of the online booking facility, I feel it necessary to draw you attention to a practice that can be considered as misrepresentation. Page 2 of Flysafairbooking site offers three options of ticket: Lite, Standard and Premium. Having selected Lite, no baggage, page 4 then adds the baggage back in with the requirement to opt out, which is what one has done in the original selection of a Lite ticket.
I spoke with an operator who offered a voucher and then with a supervisor Thuli Sithole, who has committed to cancel the voucher and refund the addition of the baggage. Whilst my problem appears resolved, I believe this practice borders on fraudulent and is devised to increase the cost underhandedly. Such a sad practice for such a great airline!

On the 5/5/2018 I was on flight 245 from East London to Johannesburg .On arrival I discovered that the padlock on my bag was missing and the zip was broken.I was rushing to get to my daughter who was not well.I was so frustrated by this but my concern at the time was my child .I'm flying your airline again back home and have already booked for next week Tuesday the 29/05/2018.How do I use my bag in this state ?Please rectify this.

Thanking you in anticipation.

Nombali Molapo
Contact number : [protected]

Hi,
My mother was due to travel to East London from Cape town on the 17th May. She was submitted for emergency eye surgery which the specialist operating doctor then wrote a letter advising she is not permitted to fly for a period of three months. After the third emergency she decided to contact SafAir on the 2nd may, whom she then spoke to a gentlemen who gave her the incorrect email address. She on the 4th send various mails, and was advised she would only receive a 50% refund. thereafter no further communication. She was then rushed back to have another operations so I then took matters into my hands as she was beyond stressed and could not cope with anymore. I contacted the call centre and same thing again - promised that a team leader would mail me back, after about 5 emails still not response. I called the JNB office only to be told they could not hear me on the phone... Needless to say my mother then had to cancel on line on the 16th as she did not want to be held liable for cancellation penalties. To date she has not had a response either... Firstly the lack of communication is appalling and secondly the fact that the consultant I dealt with then advises at the 11th hour that my mother needed to submit the hospilization forms etc... If someone had advised this earlier (as it is not in your small print) all of that could have been sent! Your "small print"under medical emergencies and exemptions, clearly states that if the relevant document is provided and a passenger hospitalized a full refund or credit note is granted.
I have every single email to back this complaint and would truly appreciate if someone in a management position could contact me via email or telephonically to discuss.
All we require is a full refund on my mothers ticket (or voucher to travel when she can) and even a 50% on her husbands ticket, however given that she is needing 24 hour assistance, he could not leave her at home alone...
The small print does not indicate the messages we received and I find it extremely unethical to treat a medically unfit passenger to more trauma.
my contact details are [protected] / passenger contact details is [protected]

I was flying 4 times this month and the first flight was delayed by 3 hours. The second time the flight was delayed by 5 hours. The plain was not fit to fly. Sitting at the airport for hours and landing at night time is a big problem. First of all needed to pay extra for the parking tickets for all that extra hours. I left my car there. Second the traffic and I can't see very well at night.

FlySafair advertised 3 different types of fares. I expected the most expensive to be prioritised seating. And I expected to be able to select my seats. I am pregnant and my fiance is very tall. I paid extra using the cheapflights app. therefore I expect the vendor and the app creators to liaise wrt options available to consumers when online. Even though I paid for priority seating and front of the plane...i was separated from my partner. I was bullied into believing that I did something wrong online. And as a result I had to wait in normal queues. An emergency trip to Cape town. Very late in my pregnancy is safer than driving. I was hugely uncomfortable. Forced to ask another passenger for his seat just to sit next to my partner. And his knees were up to his chest with his long legs.

so what did I pay extra for then? between the app peeps and FlySafair I'm unhappy ... I'm supposed to book a flight back and I'm almost sure that I'd rather pay for what I get... and in this case I got conned. No priority seating. No seat selection. And double the price for no value add. Not even common courtesy like allowing the pregnant lady not to queue.

Hi admin.on the 2018/05/11 my mother and my father was suppose to fligh to cape town international airport from east london airport.They arrived at east london airport at 14:25 and the flight was suppose to leave at 14:55.what worries me is the fact that the two were told that the flight is closed already and they can not help them.Apparently when they arrived at the airport entrance one of the gate didnt want to open, even the security who was at the gate didnt know what was happening and had to called other people to come and help.According to them they say the gate problem took more than 10 minutes of their time yet checking agents had gurts to chase them and tell them they can not do anything.

Hope my query will be dealt in a good and professional manner as this could bring negative impact on the service of the south african airport.

Flight FA 103 arrived at check in counter, 2 ladies and a gentlenman having a meeting ignoring passangers, 2 of us waiting. Eventually heard next custoner please in what sounded like a lady's voice. I approached the first manned counter only to bt told in a very ill mannered voice to go to the last country without the courtiousness of a please. I did not appreciate this and asked the lady her name and only on the third request was given the name Nomsa. I eventually used a vulgar word and refered to it as French. Spoke to the Manager on duty about it, no notes were taken and was wished a pleasant flight.
Have been flying with Safair on numerous occasions this year and have always had ex excellent service, one bad apple spoils the whole barrel.

The previous time I flew with flysafair they broke my sootcase handle the one way and the other one when I flew back. So this time I got a new suitecase I plastic wrapped it! Once again Flysafair has managed to damage and break my new suitecase. I feel like flysafair is the most expensive airline as I have to buy a new suitcase everytime. My name is Andrew Dixon and I was on flight fa220 from George to OR Thambo on the 8th of May

Hi Fly SAFair,

I traveled from ctn to jhb on Saturday 05 May (Flight FA116 - boarding pass attached) and found when I got home that my bag had been tampered with.

You can see clearly from the pictures that my suitcase padlock was bashed off and the hooks on the zips were wrenched open. inside my bag, I found my toiletry bag had been pulled out from the bottom of the bag and rummaged through. Then left, open on top of my clothes (i.e. not how I had packed it).

Fortunately, whatever it was the ground staff were looking for, they didn't find so I am not reporting a theft, but an attempted theft.

Please can you assure me you will look into this and try to pinpoint the person(s) responsible so that they can be stopped and not do the same to anyone else's luggage? My friend and I checked in early that day (approx. 13:20) so it could have been any time up until the flight.

The problem I have now is that I am left with a suitcase I cannot travel with as the zip lock loops are damaged and I can no longer lock my case.

I would be really grateful if you could let me know how you can help me in this situation?

Thank you,
Portia Gibbs
[protected]

Good day,

On March 30th 2018, I had a red eye flight scheduled for 05:45am from Cape Town International Airport to OR Tambo International in Johannesburg, booking reference: LVVEEF.
I checked in to my flight 24 hours before and when I arrived at the airport the morning of my flight I went to the check in desk to have my boarding pass printed. The woman who assisted me proceeded and I found out at my boarding gate that she had checked me off of my flight, therefore losing the seat I had booked and paid for.

Another incidence was a red eye flight booked for April 26th 2018 at 05:45 from Cape Town International Airport to OR Tambo International Airport, Johannesburg, booking reference: pvrgpc.
I arrived at the airport at 04:30 am the morning of the flight, only to find that the flight had been delayed until 06:30am then 11:00am then 11:40am and finally 12:05pm which we eventually boarded. I waited patiently at the airport for 6 hours and did not receive so much as a meal voucher.

I would appreciate some compensation for these mishaps please. At this point in time I am unwilling to fly with flysafair again as I am afraid these things happen again.

Booking reference and invoice numbers:
UDJUGS, INV NO: 4901674
IJFTKD, INV NO: 4901713 Refers

On the morning of April 26th, we were booked on flight FA100, 6 PAX, leaving CT International. We were told water got into the plane, damaging an instrument and that another plane was dispatched from JHB and boarding will be @10.00. As we were going on a training coarse, we were obliged to accept the delayed departure. With no feedback from ground staff and nobody forthcoming from management, even at our insistence, the departure was delayed even further, to 11.20. When I wanted to cancel I was told it was too late. We eventually left CT @ 12.40. Coming back that evening on FA115, the comedy of errors was even worse. As we booked in online, we had boarding gate E5. Upon arriving at E5, the boarding gate indicated Mango boarding. Running back to the departure board, flight FA115 had no boarding gate assigned to it. Have a picture to prove. When we eventually reached someone from Safair, we were told the flight had already left. At the Customer Service counter, we encountered 6 more people with the same problem. As there was no indication that the boarding gate changed, no staff to help, we were forced to pay R300.00 per person to get on later flights(see attached picture which was taken after being informed flight have left already). I must commend the person helping us. She found 5 seats on later flights. As the missing of the flight was not our fault because of incorrect information, I insist that the R300.00 per ticket x 5 be refunded as we were not at fault. As to the flight delayed for over 7 hours, not being able to cancel etc. some compensation on the flights should be forthcoming.

FA120 on 26/04/2018
This flight was scheduled for take off at 16:20. It was delayed twice and we evntually boarded at 17:50. After boarding, we sat on the airplne for more than 2 hours as the captain was ‘on the highway, 20min out' and the crew had to be replced as they had reached their maximum flight hours. We eventually landed in Johannesburg at about 22:00. I had booked an air bnb which I was supposed to check into before 20:00, and thus had to arrange URGENT alternative accommodation. I also had to drive at night from Johannesburg to Pretoria, which I was trying to avoid when booking my plane tickets. I missed a special dinner planned by friends which started at 19:30. During the flight, there was no chips or vegetarian sandwiches available (out of stock), which I found absurd, as I asked for this even before we were airborne. Furthermore, I am on chemotherapeutic drugs for a medical condition and it is a major health risk for me to spend prolonged periods in confined spaces with other people- my risk for contracting diseases such as TB and meningitis is much higher than that of a normal person. Sitting in a plane on a runway for more than two hours, confined in the space for a period exceeding the actual flight time, is completely unacceptable.
My phone's battery had died inthe meantime as my charger was in my checked luggage, and I could not inform anyone of my massive flight delay or make alternative accommodation arrangements prior to take-off.
This entire experience resulted in financial damages, as well as health risks, emotional stress and the loss of time planned with people that I will never get back. I am a doctor and I really do not have the luxury of many off weekends. Flysafair ruined my off long-weekend for me, and the delay resulted in me incurring extra financial damages, exposing myself to bealth risks, unsafe traveling conditions as i had to travel at night by car, and a substantial amount of emotional suffering not only to me, but also to my family and friends who were worried about my safety as I could not communicate that i was safe.
I expect Flysafair to compensate me for the resulting damages suffered.

Worst [censored] airline ever! Continuously delayed a local departure to Durban. Current going on for a three hour delayment. Furthermore no form of feedback is given to the passengers unless you go individually to the counter. Where you met by incompetent staff, who know absolutely nothing. I will never book again with safair and I can Garuntee all the other passengers of this flight will never book again. [censored] useless, incompetent company. You truly get your money's worth, cheap flights for [censored]!

Ct dbn fa160 17 apr

If you're going to be charging for priority boarding then offer it? There was no real priority boarding this am on my flight and when I raised this with the lady at the boarding gate I got a bit of an attitude and not even an attempt at an apology. A little disappointing. Mynreference Tmbdlp. DIN like a refund for
The priority portion of my ticket on this leg of my flight please

To whom it may concern,

The following complaint refers to the poor baggage service received from Safair on the 26 of March 2018, when departing from OR International Airport to Cape Town International. Flight Number: FA121

I had a checked in bag with was sent through, only to find that upon my arrival in Cape Town and opening my bag in the place I was staying, the one side of my bag had been tampered with, where every zip was opened including that of my personal belongings, cosmetics and medication bag. At that moment after inspection, everything seemed to be in my bag. However it was only until two days later had I noticed that my RipCurl watch was nowhere to find in my bag. After contacting the airline, I was informed by them to contact the baggage security company when arriving back in Johannesburg. As they could simply do nothing for me in this instance.

In addition, when preparing to come back to Johannesburg, I took the precaution of asking the hostess at the check-in counter to place cable ties on my bag. Needless to say, when getting my bag in Johannesburg, the zip had been completely broken, which I find is unacceptable.

I hadn't taken any photos of the bag when it was initially opened, because in that moment there was reasonable doubt that nothing was taken from my bag. However I do have pictures of the broken zip which I will attach, as well as the proof of purchase for my watch.

I trust this matter will be dealt with, and I thank you for your time in going through my issue.

Good day and i hope all is well.

Please note that i am a Group Quality Director for an international Company and i know what service to a client is all about.

Please let me Start by the following -
My name is Justin Botha
Ref no TAKTYM
Flight FA 200
Departing from JHB on 05:55 to Cpt 08:10, Boarding at 05:25 Seat 29 A.

I had a Meeting with SANAS( South African National Accreditation System) that started 09:30 on 2018-02-15 regarding revision of our National and International Standard. This was an urgent meeting that myself an Group Director needed to attend.

Please note that i had like almost a 2.5 hour Delay due to discrepancies that took place on the plane. the delay took place on the plane as the plane was over booked due to employees that did not follow procedures when they boarded the passengers.

Basically to make a long story short, i missed my meeting and can only reschedule this in the next two months as SANAS can only accommodate me then. I only arrived in Cape Town at 10:00 instead of 08:10 as it was scheduled. so i actually flew down for noting and wasted my time to come down.

This is very poor service and and this is actually this 1st time in my life that i have experienced this form a airline.

Do you have a solution for me on this problem as i can assure you that you will get more complaints like this for Flight FA 200 and will i get a refund due to the delay ... as the delay was because of procedure that was not followed and delay took place due to poor service what work commenced from Airline Employees.

I am looking forward to hear back from you- please feel free to contact me on my cell Phone if needed on [protected] or my email [protected]@roadlab.co.za

Good day My name is Carlos Justo. On Sunday the 11 February I had booked a flight to go from East London to Johannesburg on business the flight was scheduled to leave at 13h15 I waited 25 minutes for a boarding pass to be printed. When I got to the plane there was someone that was seated in my seat as there had been a double booking the plane was delayed by almost an hour. Yesterday I had to change my flight to leave on Thursday instead of Wednesday and I was charged over R500.00 which I find unacceptable. As your customer I must understand when you have problems and have to accept it when it comes to me you don't accept my problems I must pay for. This is truly unacceptable. [protected]

Totally disgusted with flysafair staff.My flight for today's boarding time was 05:50.My booking ref MBJDJP.l checked in online the previous day already so l just had to drop my bag.When l got to the gate at 05:30 the man(wore glasses) at counter B152 that "assisted" me was extremely rude and said l can't check in.He didn't even greet me.He send me around 3 times to different "supervisors" which just waisted time where l could have been on the flight, because no one wanted to assist me.The one supervisor told me to check my bag in at security where they told me to go back to the bag check in counter where l was twice already.I told her l was there before and l asked her to please help me but she just refused and said "its not her problem and she doesn't work with the staff at the counters".So l was send around numerous times.Best of all a couple with the same issue came after me and just needed to drop of their bags, was assisted and allowed on the flight.Another supervisor came to see me and asked if they can't put my bag on another flight but they also didn't want to help her. After numerous attempts for assistance l had to rebook and pay for another flight.l completely burst out in tears of shock.l could not believe the service which l can't even call service was so horrible.I had the worst experience ever.The lady at the flysafair ticket counter told me that's she is really sorry and she knows they could have assisted me.Now the "new" flight is delayed by an hour and 20 miniutes.This is really shocking.My booking ref MBJDJP for 17:50 boarding time, also today.l have never ever experienced such bad service in my entire life.The flight has been delayed 3 times #poorservice, #disgusted

REF: GATPFK
DUR- CPT

I made a mistake on the booking where I meant to book CPT to DUR and I called in to complain but no one wanted to help me, they told me in order to rectify my mistake I would need to pay R900 extra, I do not mind paying the difference in the flights but not R900 just for changes for a mistake i picked up 4 days before

Please assist me I need help from a person who can override