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FlySafair / Safair Operations Customer Service Phone, Email, Contacts

FlySafair / Safair Operations
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www.flysafair.co.za
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1.0 223 Reviews

FlySafair / Safair Operations Complaints Summary

1 Resolved
222 Unresolved
Our verdict: Engaging with FlySafair / Safair Operations at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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FlySafair / Safair Operations reviews & complaints 223

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Newest FlySafair / Safair Operations reviews & complaints

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1:09 pm EDT
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FlySafair / Safair Operations luggage tampered with

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]

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8:55 am EDT
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FlySafair / Safair Operations medical cancellation - lack of response

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]

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8:15 am EDT
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FlySafair / Safair Operations delayed flights

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.

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11:28 pm EDT
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FlySafair / Safair Operations fly like a boss & paid more but got kicked to the back

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.

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4:35 am EDT
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FlySafair / Safair Operations checking agent

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.

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11:52 am EDT

FlySafair / Safair Operations how not to deal with a passenger

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.

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1:32 am EDT

FlySafair / Safair Operations baggage handling

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

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3:35 am EDT
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FlySafair / Safair Operations luggage tampering

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]

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6:15 am EDT

FlySafair / Safair Operations flights

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.

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1:29 am EDT
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FlySafair / Safair Operations delayed flight, incorrect info on boarding gates, no feedback

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.

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7:05 am EDT

FlySafair / Safair Operations flight delay

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.

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4:58 am EDT

FlySafair / Safair Operations service

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]!

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11:43 pm EDT

FlySafair / Safair Operations priority boarding

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

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7:24 am EDT
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FlySafair / Safair Operations stolen property

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.

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1:43 am EST

FlySafair / Safair Operations bad poor service to a customer

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

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Zach Koto
, US
May 05, 2019 9:35 am EDT
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i would like to a lodge a complait about the despicable behaviour of two of Safair curban crew on fligth FA212 from OR Tambo to Cape town. Let me first indivate that I am a professor and head of a clinical department of one of the major Universiities inSouth Africa - not to say that i should be treated any differently from othe customers.
the flight started to descend - irealised that i was was pressed to pass water and i could not resist the urger any longer and quickly made my way to the bathroom so as to quickly take my seat for safety reason. Let me also indicate that the aircraft was still about 20min away from landing. as i approached the bathroom, i was confronted by a vey rude cabin crew who orederd me back to my seat for "my own safety". i politeky tried to explain that i was too pressed and that i would be done in less than two minutes and this cabin crew wanted t hear none of it. I felt humiliated in front of other pasengers and headed back to my seat despite the great urge fromnature. It was the most unconfortable 20min of my life as i had to hold my bladder under control for the plane to land. i had to use my medical training to summon my neurological functionig to control my bladder- almost had an accident. Finally the plane landed and came to s stop, i quickly made my way to the bathroom to pass water, again i was accosted by anither cabin crew and ordered back to my seat and wait for the seat belt sign to be switcehd off. I explained that this was an emergency and she insitsed in a very rude manner that i must return to my seat. Remeber that the aircraft had come to a complete stop. i could not hold any longer and went into the toilet. This cabin crew rudely opened the toilet door with me inside and ordere me out!. this was the most shocking behaviuor i have ever witnesse. I felt insulted in the most fundamental way and my dignity impaired. i headed back to my seat for the second time and both these curban crew were so foul mouthed and rude. I again had to wiat this time for the seat belt sign to be switched off. Eventually i went to the toilet. That i did not urinate on myself is a miracle as i was so pressed! i requested a form to lodge aa complaint and was rudely told that i can do that online. I requested to be shown the supervvisor in order to speak to her and they would not help me. I wanted their names and noticed that they had hidden their name tags. I went to the front to look for the supervisor whom i found and was very polite to me and apologised for the behaviour of her crew members. She didi indcate to me the porcedure of lodging a complaint
In conclusion, i am a very polite person by nature who respects authority. I understand perfectly thta rules are there for a reason, but rules can not be applied in isolation and each case should be judged on its merit. What happens when someoen has diarrhoea and has to go to the toilet immediately, should they soil themseves in the aircraft because the rules say that they must sit down. It is not often that a pasenger will stand up to go to the toilet when the plain is about land. I travel extensively using airlines and do many overseas and local trips - i have never been treated in this despicable manner by crew members.
I hope that mamangenent will look into this matter urgently and revert to me asp. Failure to address this matter, i will have to review my other options included seeking legal recourse
my name is MZ Koto and my email is zachkoto@gmail.com

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Caroline44141
, ZA
Jan 16, 2019 4:39 am EST

Safair! What a disappointment..reference KNAWHN
Today was a new level of low for this airline with no humanity. 5 minutes late to book in due to unforseen reasons and forced to mis a flight. Got to check in 09:17 and flight only left at 09:55. Just stand out side the gate while everyone is boarding because they said so. 5 minutes...Not even luggage they need to get on board. Thank goodness that a different airline was more than happy to assist in our crises.
Mailed my complaint and is awaiting my response.

Caroline Du Preez
[protected]

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3:13 am EST
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FlySafair / Safair Operations service

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]

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2:27 am EST
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FlySafair / Safair Operations flysafair

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

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3:28 am EST
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FlySafair / Safair Operations changes to my flight

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

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1:49 pm EST

FlySafair / Safair Operations inattentive, cocky head flight attendant

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!

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11:35 pm EST

FlySafair / Safair Operations bad service received

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.

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ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

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We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

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Is ComplaintsBoard.com associated with FlySafair / Safair Operations?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with FlySafair / Safair Operations Customer Service. Initial FlySafair / Safair Operations complaints should be directed to their team directly. You can find contact details for FlySafair / Safair Operations above.

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Use this comments board to leave complaints and reviews about FlySafair / Safair Operations. Discuss the issues you have had with FlySafair / Safair Operations and work with their customer service team to find a resolution.