FlySafair / Safair Operations
Reviews and Complaints

I am currently having the worst experience with an airline of my life.

We were supposed to fly to Cape Town from Lanseria at 8:50 yesterday, 7 October. Due to a problem with our rental car we were 5 minutes late and the staff refused to assist us as check in had closed. The staff was extremely rude, unhelpful and unprofessional. There was a pregnant lady who was also slightly late because she was in the bathroom feeling very nauseous, she explained. The staff had no sympathy and the supervisor, Mosipho, refused to come to the counter to speak to us or even the said pregnant lady before the plane departed. There was still 35 minutes before the scheduled departure, none of us had any luggage and we could easily have boarded within minutes as Lanseria is a very small airport. I have been in a similar situation with another airport and they bent over backwards to ensure that I boarded the plane regardless of the fact that check in had closed. When I told the supervisor this, she told me to my face that I was lying.

Be that as it may, we accepted that we were five minutes late for check in and asked for assistance in securing the next flight. We were advised that we had to pay R300 per person to be on standby for the next flight, which was at 16:55 and already fully booked. They explained that should anyone be late for check in or not arrive to board the plane, our seats would become secured. Should we not be able to secure a seat on this flight, we will be on standby for the next flight at 6:45 today, 8 October. After paying to be on standby, we read your policy and saw that we could've booked for this later flight and secured our seats by paying the difference between the new ticket price and our initial ticket price. We would not have had to pay anything as our initial payment was more expensive. No one mentioned this option. We would have been on our way back home at no cost had we known.

However, since we were on standby, we ensured that we were at check in prior to the "cut off" time being 40 minutes before departure for the next flight at 16:55 yesterday. When we arrived we were advised that they would have to check whether everyone has checked in after the "cut off" time. We were advised that everyone had indeed checked in and that we should come back for the flight this morning at 06:55 as we were now on standby for this flight. We requested that they check whether everyone actually boards before we leave. We waited and heard an airport announcement for all people to urgently board this specific flight and asked the lady at the tickets sales to check whether everyone boarded. She confirmed that everyone had boarded, but shortly thereafter another announcement was made calling 4 specific passengers to board - which meant she was lying, obviously everyone had not boarded! We then asked her to please check with the staff at the boarding gates whether those passengers boarded and she responded that she doesn't want to put pressure on her supervisor and that they will let us know. The supervisor then came back to the ticket sales counter and completly ignored us. We had to run after her when she left again to enquire as to whether the 4 passengers did indeed board to which she responded sarcasticly with a grin that everybody boarded.

We were very hopeful that there would be a space for us on the next flight. We were here a few minutes before cut off time for checking in and asked the lady at the check in counter to let us know whether everyone checked in after cut off time - she responded that everyone had checked in, even though were still people in the queue and that, once again, we should try the next flight as they already overbooked for this flight! There were two ladies who were late for check in and before they checked in we asked whether they had checked in online and they said that they hadn't - another lie from FlySafair saying everyone had checked in! Even though we were not helped when we were late, your staff helped these ladies contrary to your "strict policy" and that while we were still patiently waiting on standby. I confronted the supervisor and asked why these ladies were helped after check in to which she advised that these ladies were already checked in online - yet another line as they confirmed to us that they had not checked in!

So now for the 8:50 flight... We got back to the ticket sales counter 10 minutes before cut off time. Upon our arrival Mophiso immediately confirmed that everyone already checked in. I went to the check in counter and enquired from the passengers in the queue as to whether they had already checked in... 6 people advised that they had not checked in online! This time I confronted the supervisor and told her that she was lying to us! To which she responded that the passengers did not understand and that I must stop harassing the passengers (which I obviously was not, I just politely enquired from them. ) I asked her to show me on the system that everyone has checked in and she refused.

In short my experience with FlySafair: lies, lies, lies... Inconsistent enforcement of your policies and extremely rude staff!

We are now on standby for your next flight - there is still space, but it cannot be booked because we already "chose" the standby option.

Never will I book through FlySafair ever again!

My father in law, Henry Lucas Whitebooi was booked in today for the 13h15 flight from Cape Town international airport to Port Elizabeth.My husband asked for assistance and it was provided.The assistant proceeded to the entry gate and escorted him to the departure lounge.He was how ever left there and was not escorted onto his flight.He missed his flight.We only discovered he did not board his flight when he did not arrive in PE.He was left in the departue lounge for at least three hours.I am verry upset and extremely disapointed.He is an 80 year old senior citizen and was abandoned by your staff.It is verry strange that no supervisor noticed that he was booked in and even his luggage was checked in and that he was not noticed in your departure lounge.We had to enquire at check in counter for assistance to get him out of the departure lounge.The flights to PE had already left for the day so we had to bring him back with us.His luggage was put in lost and found area.We have been assisted with a flight for tomorrow.This is the flight reference number for tomorrow, 6001444, FA 130.Departing at 11h45.I hope that tomorrow he will be assisted in the appropriate manner.Christel Whitebooi.(whitebooi.[protected]@outlook.com)[protected]

On Safair FA263 flying from Durban to Johannesburg on the 27th of September at 18.30 to 19.45 flight, I sat in the 3rd front row of the flight. There were 2 female attendants at the front of the plane. I notified the more senior attendant that there was an issue with the overhead luggage locker not closing, before the flight was mean to depart. She never came to my row, and I had to flag down the junior attendant to assist. She tried to close the overhead locker, but struggled and only partially closed the locker, without attempting to re-organize the luggage inside, or to remove pieces of luggage from the locker. She just continued to push the locker, and asked me to keep an eye on the locker. During take-off while the plane was gaining altitude, the locker unlocked and popped open, and luggage was exposed and shifting as there was turbulence. As soon as the seatbelt signs were switched off, I called the attendant over and stood up to assist the attendant. As a passenger I should have had to explain to the attendant how to reshuffle the luggage, and which pieces to remove, in order to safely close the overhead locker.

I am therefore complaining about the lack of safety care applied, the poor service in securing our safety and the lack of initiative to look for alternative solutions from the other flight attendants to solve the problem with the overhead locker.

We were very lucky that during take-off and with the turbulence, none of the overhead locker pieces fell onto us and injured us.

Regards
Geraldine Augustine-Darwood

Disgusted with no service at all!
We have a flight booking with safair. The booking was made as a standard ticket. The flight was changed as the dates booked by a third paty was incorrect and they did not add the sports equioment needed as they said they did not see an option for this when booking. The amount paid was r4805. The most expensive flight on the corrected date which includes two bags plus the sports equipment as needed costs r4808. Online. The difference is r3. Safair do not want to make the change to add the sports equipment and want to charge an extra r285 each way to do so even though the rands and cents are as above. I have logged a complaint by telephone, e-mail, facebook messanger, whatsapp and on their site. They are unhelpful, have said that they never agreed to call me back at aspecific time implying that I am a lier which attacks my character and when asked for a telephone call was not even afforded the decency of my request. I have been ignored for the majority of the day except for an e-mail back this evening after closing hours when the supervisor has left for the day so I could not engage with her further on the matter. I dont understand how they can get away with this treatment let alone the excess payments for no reason except to make more money off a customer unfairly!

I flew last year in October for an emergency, I had to cancel my return flight due to extended stay, flysafair issued me with a flight voucher to the value of R429 for a forth coming flight, I hadn't used the voucher and when I attempted to use my voucher to book a flight to attend a funeral which is happening tomorrow 18/09/2018 the voucher "had already been used" I went on the customer service chat and I was told the voucher is null and void, however my original email says nothing about the voucher being null and void, why would they send me something from their legitimate email and then it's not for use. I saved this for a rainy day and flysafair dropped me hard. I'm really frustrated and really upset and I will probably miss the funeral now

Our very unpleasant experience story with SAFAIR at Cape Town international.
It is sad that our amazing holiday ended so bitterly thanks to SAFAIR.

TIMELINE OF EVENTS.

Online check in 8:20 for flight HBKNET

Arrived13:00 @ airport where we were a bit delayed at budget when returning the car.
Went straight in to draw money13:15
Wrapped our luggage at 13:20 where a few customers in front of us. This took a bit of time.
At arival to check in our Luggage we were refused. 13:47 Man said that there is nothing he can do does not matter how hard I try he can not help me and I must buy new tickets for new flight.

Flight departure  time 14:10
Gates close 13:55

Sent us to new ticket sales.
13:50 @ ticket sales where Aiwa said R300 per person for next flight departing 15:10. Payment of R600 made as we are 2 passengers. She then send us to the Safair stand by station.

14:10 we were at safair standby station.
Keith (who was not wearing any visible name ID)said we should return to standby station 14:25. We waited right there.

14:25 He said we should just wait there he will be assisting us shortly. He left the station. 14:35 he returned to his station in a hurry. He was with another passenger and he was rushing us for our IDs as he said we are going to be late. I quote"you are going to miss your flight be fast I need your ids." He was the one leaving  his working station and returned late, why should this now be our problem? He caused the delay as we were standing at standby station waiting since 14:10.

Keith said that we can not load the luggage on the same aeroplane as we only paid For 1 suitcase and we had 2. (1×suitcase per passenger. ) Why did we pay R600 and for 2 people if we are only allowed to load 1 suitcase? Does not even make sense at all.

Keith send us back again to the ticket sales counter. And said I have to run or else we will miss the flight. By that time I was boiling as we are about to miss our second flight due to Safair that delayed us. Safair staff does not have  a clue how to assist and treat customers. Especially the Lady at ticket sales Aiwa.

As I returned to the ticket counter I asked her why are we only allowed to load 1 suitcase. We paid for 2 passengers. Her response was " it will be R250 for the luggage are you going to pay it or not?" I said no. She picked up the phone and called someone where she instructed for us to be removed from the flight. Her attitude towards customers are pathetic. It is so ironical that there is a sign board on her counter stating that " we respect our customers so please respect us"  and if that is how she respect customers I am very concerned.

After her phonecall removing us from the flight I tried to find a valid reason for having to pay the optional R250 for 1 suitcase and she could not give me a propper reason. I ended up paying the R250 as I have to get home. I battle to understand that why did we pay R300 per person for the next flight but are only allowed 1 suitcase when we are 2 passengers.

We eventually got a flight at 15:55 to OR Thambo. My biggest issue is that we still had to pick up our vehicle in Johannesburg and drive 5 hours back to Hazyview. I am very very disappointed  with the terrible experience we had with safair. I have never been so poorly treated by a company or public service before and not even to mention how we were chased up and down.

I am not going to leave this matter unshamed.

Unhappy customer
Tiaan Jacobs

We were at the terminal an hour before checkin time at ORTambointernational instead we were refused checking in by your staff and were subsequently and vehemently extorted for flights, it is am absolute disgrace and total disregard of this airline to customers. Never has a domestic flight had a 2 hr check in window, I will even take this up with CAA its an absolute sham that you guys are running. And the staff then says we cannot even get a refund to rib salt in it.

16th of august 2018 i had missed my flight by 5min of boarding time (655am)due to long term parking has closed down.Due to me trying to find affordable parking i was late catching my flight which i was fine with as i was late for my flight.The problem i have is the supervisor at that time had told me that i have an hour to change my flight..not knowing that after an hour i would be wasting my time trying to find another date i could fly for R300 penalty fee..which was actually not the case..as the lady at safair counter sales was only interested in selling me a new ticket..all she had to say was that i needed to find alternative ways of getting to my destination in order to catch my flight back on the 22nd of august on return..I feel it is unfair that she has misled and led me on thinking i could some how still benefit from my missed flight by paying a R300 penalty.I continued my journey via my own vechile as i was so upset that she had wasted my time and her un proffesionalism behaviour for lack of support for customer needs.I would rather then support ie kulula as they have been way more on the ball with customer service and have called me in the past regarding if i was present at air terminal for departure. Elton burger [protected]

Dear Ma'am,

I flew SafAirway Monday, 20 August 2018, 12:30pm. I had landed to collect my bag at the collection, when I noticed my bag came back completely soaked in a wet substance. When checked it smelt very strongly of alcohol and soaked right through the top layer of my bag into all my clothes and content inside of it. Both my clothes and the bag is now entirely ruined! The smell would not come out. Not impressed at all with this matter

Dear Safair,

My husband and I where due to fly to Durban on Saturday for one night for a special birthday celebration of close friends. Our ref :SNGGQR

We checkin in online and was at the airport by 10am for an 11.25 flight. We made our way to the lounge for a coffee once we were through security as we have over 30 minutes before we needed to go to the gate.
While sitting in the lounge we kept looking at the monitors to see when you need to go to the gate as other flights were showing boarding. There was no information at all next to our flights.
They had boarding on the flights above ours and then 3 flights had noting next to it:

Mango 11.15 to Durban
Fly Safair 11.15 East London
Fly Safair 11.25 to Durban

We were asked to follow the boards for timings. At 11am we went to the reception of the lounge to ask why our flights were not showing and she said don't worry the screen will update in a minute and it updates automatically. At 11.07 we went down stairs as it was still not showing to get to the gate where the flight had closed 2 mins prior.

We complained that there was nothing on the boards. There was no other flight to Durban that day so we had to purchase 2 x new tickets on Mango to fly 3 hours later. We were able to use our return.

We went back up to the lounge to explain what happened as they had made an announcement 40 mins after we left to say the monitors were stuck. We took a picture of the monitor board so you can see as proof what we are talking about. Even though we knew our boarding time we always check the boards as they have the latest information. I fly on a regular basis and did 14 flights in June alone and this is the first flight I have ever missed in over 30 years of flying.

Safair should have been aware that the boards where not working and should have made an announcement. When the announcement came through the from the lounge it was too late! Please can you response urgently as we would like a refund for this portion of the flights. Please contact me on [protected] and [protected]@gmail.com
I have attached a photo of the monitor boards and you can clearly see the time at the top does not correlate with the flight timings. This picture was taken when we went back to the lounge to complain after purchasing another flight on Mango.

Kind regards,

Diane Moolman

As I was in your flight this Tuesday 14-08-2018, I checked and dropped my luggage. I had it sercured with plustic rap and those black plastic clip on things, but to my surprise when I got to my destination my baga was open and I was missing my clothes and other things I left in my bag. I don't understand why and how this happened since I secured my bag. I lost most of my things there and had to spend money that I didn't have to replace my luggage. I would like to report that and I would really appreciate the list of all staff members handling our luggage on that day, I would also lile to know wht happens to me as a paying customer to your airline. Your response will be highly appreciated.

Itumeleng Fanos
[protected]
[protected]@gmail.com

To whom this concerns

Earlier today 5:30 to be exact I arrived at the airport and around 5:45 my mom approached the check in queue while I went to the lady sitting behind the standby desk as the ticket sale counter line was extremely long. The flight controller Nsoaki assisted when I asked her "if I wanted to change my flight time, what would be the procedure be?'' she than responded by saying that I have to go to the ticket sale counter.
My mom was still in the queue so I joined the ticket sale line and of which I decided to leave after I saw that I was pressed for time, I joined my mom soon after and we were next to be served by Noluthando. I asked her the same question of what the procedure would be if I wanted to change my flight, I further explained that in no way am I confirming a change although I do want to know how much it'll be if I chose to, she than said no problem and advised that we need to find out from the ticket sale counter as she wouldn't know the costs involved and we said that the line is way too long so she suggested that we should go to the ticket sale counter and she will assist by checking the booking in and print the boarding pass and give it to the ticket sale consultant once we there, she confirmed that she will see to all that we require while we carry on to the ticket sale counter. When we approached Lerato we enquired about changing dates and she gave us a general quote and talked us through the procedure (extremely helpful lady and polite) when we realised it will be too expensive which was around 6:10 we said no it's okay please can we just have our boarding pass and told her that we checked in and asked her to print it of which Lerato looked so confused and we informed her that the lady by the check in counter Noluthando advised us that she handled everything and passed the information over, Lerato disagreed and asked to go with us to Noluthando to explain what she did, when we approached Noluthando she said ‘'oh so you keeping your flight?'' of which we agreed and she proceeded to check on the system and notified us that the check in time was closed off, we were in shock and reminded her of what she advised us to do, she apologized and said that she was dealing with a lady who was disabled and asked if she can assist her and then she'll attend to us, we agreed as the lady seemed really uncomfortable.
Lerato was displeased with the communication between herself and Noluthando and asked me to follow her to the FC so that she can mediate (Nsoaki), she was EXTREMELY rude, she had no time for me or my situation and came blazing with what she needs to say, she refused to listen to me and whenever I spoke she spoke over me and as well refused to communicate in English so that I am aware of what's going on. Nsoaki asked Noluthando if she accepts the responsibility for making me miss my flight and she hesitantly agreed and Nsoaki said "okay, fill out the form, follow the procedure and know that 800 will be taken from your salary'' as Noluthando asked because Nsoaki said that she is responsible. Once Nsoaki mentioned the deduction Nolunthando's facial expression changed and the story also started changing. Lerato asked me which flight I wanted and I advised her that the next morning will be fine as it was cheaper so Nsoaki jumped in and said absolutely not because I have no choice but to accept what they give me which is the next flight. I then told her that I shouldn't be forced to take something that I don't want because someone else messed me around, I emphasised that I DO NOT FLY OFTEN AND WHENEVER I DID I ALWAYS ASKED FOR ASSISTANCE, IF I ASKED A TRUSTED AGENT…I WOULD THEN ABLIGE TO WHATEVER THEY INSTRUCT OR ADVISE ME TO DO. We all knew what time the flight was and I was repeatedly asked so anyone could have advised that it was too late to make the enquiry and stress the point of going to the boarding gate, I also told the staff after listening to their procedures I tried to make sense out of it by saying that if Noluthando could not help me she should have asked me what I wanted to do before she does anything on her side and not make arrangements and not follow through on them as she will have to take full accountability. I then asked for superiors as we were getting nowhere an Nsoaki made a scene embarrassing me and acting in a very unethical profession, Rowen and Anneline stepped forward to evaluate the situation, because Noluthando's story didn't match Lerato and mine that suggested that I pay for the ticket of another time while they investigate and they will minus the penalty… I disputed as it was in no way my fault, it was false information given to me and should not inconvenience me, if I was misguided, how was it my fault. Anneline introduced herself as the manager and spoke to me in presence of Noluthando and Lerato, Noluthando was on her phone now portraying a very disrespectful attitude, Rowen was behind her listening to what was discussed.
Anneline also didn't listen and kept disrupting, we went back and forth on information because stories kept changing. Lerato was trying to explain what happened and where this went south and nobody listened they all dismissed her statement, Lerato excused herself so that she doesn't have to act in an inappropriate manner as she was getting upset COMPLETELY UNDERSTANDABLE, when Lerato walked away Anneline told Nobcolo to write up a warning for Lerato and have to her today in front of me, she passed sly comments on Lerato and gasped when looking at her (I sense personal dislike or whatever it is however it was totally unprofessional being a manager) I told Anneline that she can't speak about those things in front of their customers and cannot reprimand staff, just like with Noluthando, she was wrong but it is not my business to know how it implicates the, it's like defamation of character, I don't need to know the incompetence of staff as a customer, it does not send out a good message at all. Anneline then said that her warning is not related to today's event but to another which again is not something that is supposed to be mentioned to me, just apologise.
The FC and Anneline both publically embarrassed staff however more so with Lerato who was amazing today…I was let down by the experience but she tried so hard to apologise and do the right thing, she took her time, investigated, informed herself of the procedure and listened to me before making any call, she told me that she needs clarification and involved management which I respect a lot more than having Noluthando who did her own thing then denying of such.
Lerato again excused herself when she began to cry…how could a consultant who does not know me until today be pushed to an extent of crying unless management mishandled the situation, Anneline's comment was for me to please leave her alone, she will handle it and this is typical Lerato and she knows her staff implicating that this is what Lerato often does…again…not for me to know.
I paid for the ticket and mentioned that I will dispute the situation as I want to be reimbursed for the drama that took place today and strongly suggest that footage gets looked at. I was at the airport at 5:30 I have a picture of my parking ticket.
Please investigate this further!

I would like to lay a complaint against Anneline and Nsoaki.

Anneline: unprofessionalism discussing internal issues with me (customer), putting her staff down in front of me and not giving me time of day for me to state what took place today. (made comment that she is issuing out a warning to Lerato and making sly comments on Lerato's character ‘'she always does this as she hates being told she's wrong'' while rolling her eyes.

Nsoaki: unprofessionalism, reprimanding staff in front of me, contradicted herself by when explaining to Rowen of what she did, I told Rowen about the R800 she informed Noluthando about and she began to change her story as well, she never let me speak, when addressing me she refused to look at me and spoke at the top of her voice while doing something else, had no respect or customer service skill, spoke in vernacular knowing that I am English speaking ( she spoke in her Language preference to Lerato and Noluthando where I was unaware of what was being said) I felt belittled, disrespected and pushed in to a corner, they made me feel as if I wasn't telling the truth.

The only person that actually was there through the whole proceeding was Lerato who TRIED to speak for me unfortunately she was belittled as well for agreeing with me, she made sure I left there happy and apologised for failing at what she tried to do and on behalf of the treatment from the staff, she tried to protect the brand by making sure I was okay THE ONLY ONE WHO HAD RESPECT FOR OTHERS, not once did she raise her voice at me and took her time to listen to me when I gave me side, she reassured me that she will try to resolve this matter and informed me when she needed to ask a superior before advising me further to ensure whatever she tells me will be honest.

People involved: (fly safair)
Rowen
Noluthando
Nsoaki
Lerato
Nobcolo
Anneline

I would like to have this matter investigated and strongly advise that you get back to me with a solution. I would like to be reimbursed for this as well as my parking, this caused an unnecessary delay in my arrival. Their argument was that I was contemplating on changing the flight so it's not your problem, my answer is so what? I am a customer who is allowed to make those enquiries…my decision wasn't set in stone however I am 100% allowed to ask for my own personal reasoning, don't use that against me as if I purposely did this, It was a general question. In no way shape or form did I say I wanted to change my flight, I just asked if it was possible and how much is the airlines penalty, because if I was sure why would I agree to Noluthando proceeding with my boarding pass.

Name: Elaine M Govender
Flight: FA 311 Lanseria to CPT

Booking Ref: HKTGBY

Date: Monday 23 July 2018

Flight time: 8:50am
Email: [protected]@gmail.com
Cell: [protected]

There was a huge delay on the main road leading to Lanseria due to construction works. We left our home in Randburg at 6am, without traffic or delays takes us 20min, but we left very early to avoid any issues on the road. The construction delay made us sit in traffic for 2hours. We got the airport at 8:08am. When Elaine got to check-in they refused her access saying check-in had closed. This was a an issue affecting about 10 other passengers. They did not make an exception to open check-in, which they could nor did they offer the passengers a free seat on the next plane. This left the passengers in a state of panick as most had meetings to attend. And one passenger started crying as she did not have money to pay for another flight. There was an hour to go and seeing that Lanseria is a very small airport an exception could have been made. Elaine paid an extra cost for the next flight at 5pm.

We ask that she be refunded that cost or be give a free ticket that can used on another flight for the next year.

We are very disappointed and shocked at the unsympathetic behaviour shown to the passengers.

We look forward to your reply
Elaine Govender

Hi there,

I have just taken flight FA/266, seat no 18F
From OR TAMBO International to George GRJ AT 9:50am and arrived 11:45am on 22/07/2018.

When I had checked in at OR TAMBO my bag was in perfect condition however upon collecting my bag I see that it is broken. I am appalled that my bag could be handled so badly to the point of breakage and now, I cannot drag the bag on its wheels, I have to now manually carry it.

I would like my bag to be reimbursed or replaced.

Please contact me on [protected] or [protected]@gmail.com

I am a blogger so I would hate to take this to social media.

Kindly
Tas

I purchased 2 tickets to fly from Cape town to durban .
The tickets were purchased for my mother and myself on Saturday 30 June 2018 at a shoprite store.
The reason i had to book these tickets are only because i was subpoenaed to appear in court on the Tuesday 03 July 2018.
i was only given the Subpoena on the Friday evening 29 July 2018 and therefore the soonest i could book this ticket was the very next morning, which i did.
my tickets were booked to fly to Durban on the evening of Monday 02 July 2018 so that i will be at court on time at 08.30am on Tuesday morning 03 July 2018.
On the morning of Monday 02 July 2018 i received a call from my detective, informing me that the magistrate said i no longer need to appear on the 03 July.

once i received this information, i immediately called Safair to inform them about what had happened. i spoke to Percy Ndlovu.

i informed the gentleman about my issue, i also forwarded my documents to him as proof of why i needed to fly to Durban.

all i needed was was to be either refunded or credited.

i was informed that i cannot be refunded. i asked whether there would be any exception due to my situation, i was told no.

i was then told that i need to inform safair either right now or within 48 hours where i will be going so that these tickets could be changed for me for free.
i was told that any name changes, destination changes, date and time changes would be done for free within the 48hours.

i argued that i have no where to go and that the pressure to give dates and times is unacceptable.

i was then told days later that one of my letters needed to be sent as an attachment otherwise i cannot be assisted. i did this and also had to go and create a get away in order to make use of my tickets.

i forwarded my dates to Percy to make the necesary changes.

once he received my dates there were issues, he then changed the story, telling me that i now need to pay for changes. i said i refuse to pay for any changes as i was not being assited properly and i was told that changes will be free within 48 hours, however since he had issues no one got back to me i had no idea what was happening.

i then received a called from percy on Tuesday 17 July 2018 telling me i will get my changes free but i need to pay for the ticket that is in my mothers name and also price changes.

this is extremely unacceptable and unprofessional. your staff have no idea what they are doing. and i informed percy about this. i requested to speak to someone that had a more senior role but no one was available according to percy.

I informed percy that i will be taking this matter further as i have been inconvenienced. i feel that as a customer i did my part and it isonly fair for safair to do the same.

i always travel with mango airlines. this is only the second time that i booked with safair and the service is horrible.

in all my 11years that i flew with mango i never had a single problem! The 2 return tickets from Durban to Cape Town that were booked for my mum and myself on the 3rd July 2018 were gladly refunded by mango without any issues whatsoever.

i would like this matter to be resolved as ap please.

i informed percy that the dates i now needed to create for travel are as follows:

Cape town - Durban
08 October 2018

Lanseria - Cape Town
15 October 2018

both flights will be taken by myslef Ashlene Danielle Hughes only and Denise Gail Hughes will no longer be using her ticket.

i would appreciate it if i could please get regular updates regarding this complaint as well as have this issue resolved as soon as possible please.

as i have also informed Percy if i do not receive any joy in this matter i will have to take it further.

i did not book tickets and just decide i no longer want to go. i have been subpoenaed which means i was forced. therefore i feel there should be an exception made in this situation.

Thank you kindly.

Extremely unhappy customer.

Ashlene Hughes
ashlene.[protected]@gmail.com
[protected]
[protected]

My mother was supposed to fly from Johannesburg to East London on the 18th of July 2018 on her birthday as a gift from her daughters she got to the terminal 5 minutes before boarding due to getting lost at the Johannesburg airport the flight attendant bluntly ignored her and while she was in tears phoning me I ask can I please speak to the flight attendant so we can arrange for her to other guy on a standby flight or to reschedule the flight attendant refused to speak to me or receptionist and bluntly ignored my mother after I could hear her ask her what do we do from here due to my mother being very Afrikaans the flight receptionist also spoke English to her and told her that she doesn't understand her I think this is absolutely unacceptable first thing that is asked is payment upfront that is done immediately then you get to the terminals or to reception and you are treated like dude I cannot believe how a very upset elderly woman is ignored and had to in the Johannesburg airport that is humongous go and look for a manager or assistant that could communicate with her and have the decency to tell her mam give you a daughter call and I will help you how is it that this Airline and it's reception is so poorly managed

To whom it may concern

My name is Singita Maluleke

I am a frequent flyer of safair .

I had booked a flight with safair on the Thursday 21 June 2018 at lanseria.My flight was boarding at 08:50 and check in was closing at 08:10.

I arrived at check in at 08:15. When I arrived at check is I was told that check in was closed and I'm going to miss my flight. I then asked if they can make an exception, the lady who was assisting then referee me to ticket sales and that I should speak to the supervisor.
I then met the supervisor Andi explained to him my situation and that i was referred to speak to him and he would maybe assist me to catch my flight.
The supervisor told me that I had missed my flight and there was nothing he could to do. At that time it was 08:20.
He then suggested may be I should book with another carrier.
I then asked him what will happen to the ticket I had bought, he then advised me that I can use the ticket I had bought to book another flight with safair.
Today I called the call center to find out about my ticket.
I stole to your agent by the name off marlin. Marlin told me that because I did bot check the ticket would be considered to be a no show. I then told him the supervisor at safair told me said I could use the ticket I had bought for another trip with safair.
He then advised there is nothing they can do to help me, but I should go back lanseria and they will see what to do, because safair can't be responsible.
I then asked him if I can call the safair at the airport to assist, he then told me he can't assist me, but I should go to the airport to resolve this problem.
I then asked him I go to the airport they can't assist me, what then.
He still insisted there is nothing they can do, I should have sorted this matter at the airport.
I then explained to him the advise I received was from the supervisor at safair.
My problem is that I deserve a refund or a ticket from safair. I received advise from an employee from safair.
Yes, I missed my flight and I followed procedure from the advise of an employee from safair. I should not suffer because off advice that was given by the employee of safair.
If I don't or can't receive a service from a service provider and I have followed the procedure which was told to me by your employee.
I should get my refund. I cannot the only person losing out on this matter. The supervisor must get fired. I am in this predicament because of the advise that was given to me by the supervisor.
I should not suffer alone. I work hard for my money. I cannot forfeit my money because of wrong advise.
How many client have had to forfeit their money because of bad advise from the supervisor.
It is a clear that the supervisor does not care about client and advising clients on the procedures off safair.

This is completely wrong and unacceptable.

May you please what will be the next step forward

Kind regards

Singita

Can i please cancell my booking and get a refund.i got caught again with your cheap fare not realising no baggage incl. But only 7kg.
Kulula has fares lesser than yours including 20kg
Very disappointed.
Safair fares are for business people who only needs a overnight bag.
Especially going in winter to cape town one needs lots of warm clothes which are bulky and heavy

Is there not a 40 minute window period to check in prior to the flighs depature? Why is it that at 20 minutes into the period yol closed the check in process.. This is not the first time yol have done this, this is my 4th time "missing" the flight I expect a full refund because this is ridicolous now, please contact me on [protected] or [protected]@ymail.com

To whom it may concern

I am utterly mortified with the experience I had on my return flight home yesterday.

I was traveling alone with my two kids and as we boarded the flight one of the passengers felt that she somehow had 5he right to smack my 3 year old son. As any parent would I confronted the passenger who was seated directly behind me in the isle seat.

The passenger claim that my 3 year old son hurt her. I fail to understand how much damage a 3 year old could inflict on an adult that gives them the right to think they can smack someone else's child

I have attached a copy of my flight details and would like this matter addressed. Sure if this passenger had hit an adult more would have been done then merely asking her to move her seat.

If the airline is not willing to do anything further I would like the details of the passenger and I will take the matter further

Regards
Laverne Adams
[protected]