FlySafair / Safair Operations
reviews and complaints

I flew with Flysafair on the 18th of November and travelled with one small suitcase as hand luggage which was requested to be skychecked due to space.

My suitcase never arrived with me and only came 5 days later.

Upon examination, most of my designer clothes and shoes had been stolen along with my wigs.

These were valued over R40 000 and proof of payments were provided for the items.

They have processed my claim and offered R2500 which isn’t even enough to replace one pair of shoes!

Stolen luggage out my locked suitcase today. Flysafair! Dont trust them.

Incident between 13:00 george airport - 16:00 jhb or tambo 30 december 2022

Highly disgusted!

Can you please tell me who to contact when it deals with someone breaking into a locked suitcase and steeling all my jewelry? I want answers and I want them now!

I will go to the newspaper and make a statement not to use flysafair. The people that work for them steal out of your luggage bags.

I'm giving you 24 hours to respond with a solution and my belongings.

It was a silver diamond shape ring with crystal stones in. 1 small stone missing in the corner. 1 cross silver necklace. Little crosses joining the necklace together as well as a silver bracelet also with crosses joining them together. 2 sets of black small thick hooped earrings with a black cross dangling on each. Suitcase is dark green hard body. The tag that was ripped off had the name shanika molly odendaal. (my daughter). She was on flight fa-221.

I will not stand for this. I will make a mockery of your company.

The flight was from george to or tambo jhb. 13:55 flight.

Natasha odendaal

[protected]

Good day

My son and his future wife were scheduled to fly to King Shaka from OR Tambo yesterday.

He unfortunately, due to several circumstances including heavy traffic at the airport,

arrived 7 minutes after boarding closes.

Safair staff was very strict and especially the sales agent was very rude. He was told that there

was nothing they could do and that it was his problem for arriving late.

I also tried calling the airlines and was given the same rude treatment. He was told to pay a difference of about

R4300-00 + R700-00 penalty in order to get on to the next flight which had space available.

As this was not financially affordable, we settled for the next morning ‘s flight which still required R700-00 penalty.

He arrived at 5.45 am this morning for a 6.45 am flight. He boarded the plane and sat for more than 2.5 hours before the

plane could take off due to fueling problems.

Due to operational problems many passengers were inconvenienced.

My disappointment is my son was 7 mins late and he got such a cold response and could not be accommodated in any way.

He still had to pay a penalty of R700-00.

Now his flight was delayed by more than 2.5 hours due to operational problems.

My question is, how are you guys going to compensate him for the inconvenience caused by Safair/ airport.

If your rules and agents are so strict that you can so easily charge penalties even when a passenger is a few minutes late,

then you must also assume responsibility when you are late for more than 2.5 hours due to operational issues.

Looking forward to hearing from you.

Collin J Naidoo

Maintenance Fitter

Registration number: 2012/124966/07

No1 Unit 13 Manchester Road,Pinetown,3620

E-mail: Collin.[protected]@quantumfoods.co.za

Tel : +[protected]

www.quantumfoods.co.za

This email is subject to an email disclaimer

I was booked for a flight on FLYSAFAIR from OR Tambo to East London on the 27th of November 2022, FA242, seat 18D, DEPARTING AT 11:35 and arrival 13:10. Just before take off we were requested to fasten our seat belts and remain seated. I had my laptop bag and handbag on me under a seat. I saw other cabin crew members helping the seated passengers to put the handbags in the cabins. I then requested Danielle, who wore a badge written "in charge" and one with her name, to assist me as well with my bags. She responded in a loud voice that she is pregnant she doesn't want to lose her baby and I must put my laptop bag and small handbag myself. Which I did, as I had asked as I was seeing others being assisted and we had been requested to remain seated in preparation for take off.

Danielle the proceeded to assist other passengers in front of me with even bigger luggage. I was surprised at this asmy bags were small and shed refused citing pregnancy and her fear to lose her baby due to lifting a laptop bag and small handbag.

I then called another cabin crew member to ask if there is someone I could speak to regarding the unfair treatment. The cabin. Crew member then said Danielle was Pregnant and they don't let her work, they do the work for her as she is pregnant, that today was her second last flight and she needed the money from working on flights as she'd only get 75% of her salary if she didn't fly. I understood this.

A few minutes later, Danielle came back. She was shouting at this point and pointing a finger at me. Telling me she is now giving me a reason to go and complain about as she heard I wanted to complain, she told me the flight rules are "if you packed it you must stack it" she further said no one would do anything to her so I must go ahead and complain.

I couldn't believe what had just happened. My experience went from unfair treatment to verbal and physical treatment even before takeoff.

We had an eventful flight with mild turbulence. Upon off boarding the flight. Danielle was standing by the door bidding every passengers farewell. When I passed she kept quite and just stared at me. I was now denied mere standard flight etiquette even after very unprofessional treatment to say the least.

I experienced unprofessional conduct, verbal and physical harassment from Danielle.

To who it may concern,

On Saturday 19 November I was booked for a flight from PE to CPT @ 19:00 via FlySafAir. We arrived just past 17:00 and was booked in just after 17:40. We then continued to check in and sat at Gate 4 waiting for our flight. This flight was then delayed to 19:40. That whole time I was sitting at the gate waiting to get on the plane. As we were asked to embark on the plane I was stopped at the gate and told to go back to the check in counter as there was something in my bag. I rushed to the counter, realising that I have very little time. When I got there, I was told I had a flashlight in my suitcase, and it is not allowed and had to take it out. I was not aware that his was a rule, but then tried to open my bag but it would seem that someone already tampered with the lock and thus was not able to open the bag and thus the plane left without me. Just a few comments:

1. As noted I was not aware of the fact that flashlights are not allowed in your bag. It was normal light to use during loadshedding - it does not even have a lithium battery. Nowhere on the banners at the check in counter or in the airport is there an indication that flashlights are not allowed in baggage. I was also not asked by the lady that checked me in at the counter of this rule/requirement, which I would think should be protocol seeing that it is such a serious thing that I was literally kicked of the flight.

2. Although I was sitting in the lounge for 90 minutes prior to take off no one made an announcement nor was any effort made to come and call me to make me aware of the situation. The PE airport is really not so big that someone could not have made the effort to walk to Gate 4 where they knew I would be sitting, as that was the boarding gate, to call me so I could take out the light before they broke my lock leaving it impossible for me to open it. I had to force the suitcase lock open at the hotel I was staying with a pair of large scissors.

3. The fact that I missed my flight left me to purchase a new ticket - my ticket was booked through an estate agent through the company we did work for that week. There was thus no way that I could contact her. In addition, I had to book for overnight accommodation. All of this - other than the personal inconvenience to me and family. let to a person cost of R2 290. 98. And that for something that could have been prevented had any employee taken the initiative to come and tell me in advance and not wait till I was about to embark on the plane or if I was informed at the check in counter that this is not allowed in our suite cases.

This was a very unpleasant experience and one I directly attribute to poor service delivery. Me missing my flight was completely unnessary and could have been prevented.

I do, however, want to comment the staff working at the ticket office that provided wonderful assistance and dealt kindly with me - you can understand that I was very upset through this whole ordeal.

Regards,

Ilse Eigelaar-Meets

On Monday 24 October 2021, I had to make on-line airline bookings to get myself, my wife and my son of 15 years old from Durban to Port Elizabeth to attend my mother’s funeral on Saturday 29 October.

After numerous attempts via the on-line booking sites https://www.cheapflights.co.za/ , https://www.eskytravel.co.za/ and https://www.travelstart.co.za/, we managed to book 3 flights

1) Durban to Johannesburg with Lift

2) Johannesburg to Port Elizabeth - Safair

3) Port Elizabeth to Durban - Safair

We struggled as the on-line sites to book the flights treat a 15-year-old differently. On some of the sites, he is treated as an adult while on other sites, he is treated as a minor. If your initial selection is incorrect, you end up later when you add in the personal traveller information with an error as the date of birth does not coincide with either an adult or a juvenile depending on your initial selection.

You are then forced to return to the initial screen and reset the passenger information i.e. select the number of adults and juveniles and then restart your search to find the available flights.

On one of these searches, we got the dates wrong for the second flight from Johannesburg to Port Elizabeth. We had Thursday 27 October at 06H15 instead of Friday 06H15. We paid via credit card and received our on-line booking reference 3WHMUQ for Safair flight FA369.

On Wednesday 26 October, we received an on-line boarding instruction and then only noticed we had the wrong dates. My wife contacted the Safair call centre TWICE and explained our predicament but was told by your call centre agent’s that we could not cancel our initial booking as it was within 24 hours of departure. When my wife queried about amending the flights, the call centre agent stated that there were no other flights available for Friday and that we had to keep on trying OURSELVES to get new Safair flights. I personally am disappointed at this type of unsympathetic service especially considering that we were mourning the death of my mother. For your reference, the telephonic calls were recorded at were placed on Wednesday 26 October at 13H26 and 13H51 from cell number 083XXXXXX96.

Due to the urgency of our travel, I could not try keep on trying to find new Safair flights to replace the incorrect flights as I had to be in Port Elizabeth on Friday morning. I subsequently cancelled our on-line boarding passes and then had to book new flights from Johannesburg to Port Elizabeth via another airline.

I respectfully request that you refund me my full airline costs for booking number 3WHMUQ as I feel that your on-line booking process is flawed with regards to how you treat a 15-year-old. Please get your on-line partners to agree to what ages constitutes an adult and then get them synchronised.

I also feel that under the tragic circumstances, that you could have been more sympathetic by either your company finding me new flights or refunding me my airline costs for this flight.

I am appealing to you to put yourself in the same situation as we were and to then make your final decision with regards to whether I should be refunded or not.

Thanking you

Gerald Allcock

Good day,

I was on a Safair flight from Cape Town to Johannesburg on 27 June 2022. Time:14:45. Booking Inquiry - PNR L4HSIZ

My suitcase was cable tied for the first time ever since I was flying from 2017.

On my arrival to the hotel the cable tie was cut. I opened my suitcase to find that my things was scratched in and my Kway jacket was gone that was totally brand new. Bought in April 2022.

I would like for you guys to do an investigation on this. The cost of that jacket was R1999.00 .

I am so disappointed and hope this can be fixed .

Your response will be highly appreciated.

Thank you.

Regards

Lutwena Saul

Cell: [protected]

PS This complain was emailed to you 06 July 2022 already with no feedback.

Good morning

For travel insurance purposes, I need to report that after checking in my suitcase at OR Tambo for flight FA570 to Zanzibar on the 3rd September it was found on arrival in Zanzibar that my suitcase was broken into and could only have happened whilst waiting at OR Tambo for our flights as my luggage was one of the first to come out in Zanzibar.

Expensive clothing and perfumes were stolen out of my bag and the zip was damaged where they cut the zipper part. The suitcase was rummaged through and will also need replacing. The suitcase was locked but they did not break the lock just the zipper.

For TIC insurance I need a report case number from yourselves in order to claim, kindly provide this at your earliest.

My baggage number is 0640 FA 678654 - Vivienne Nel

Please feel free to contact me on [protected] or email [protected]@holidayplett.co.za

I look forward to hearing from you soonest.

Kind regards

Vivienne Nel

Hi, I flew home on flight FA229 from George to OR Tambo on the 4th September. My suitcase had been opened and taped back together again with my brand new bottle of Angel Perfume stolen! I've sent an email to Safair with no response yet which is disgusting. You should be putting controls in place to ensure the safe travel of your loyal patron's baggage.

I was on flight FA802, Sunday 04 September 2022 from Johannesburg to Cape Town. I realised at home that my suitcase was opened and my fragrance stolen. Even though it had no lock on, its atrocious that your bags are given to criminals to handle. I will not fly Safair again, as this was my first and last experience with you. This is also the first time it has happened. I will advise everyone to choose a better airline.

Good day

I would like to lodge a complaint with regards to my bag that was severely damage on Flight FA477 from Durban to Lanseria on the 26th August 2022, 18h15 - 19h10. When I reached home I noticed how my bag handle and the cracks on my bag. I have been using flysafair for a few years and have never experienced such handling of my luggage that my bag cannot be used anymore due to the damages. I would really like to know what Flysafair is going to do to rectify the inconvenience you have caused

To whom it may concern,

I was recently on a Flysafair flight from OR Tambo to Cape Town on the 25th August 2022. The flight number was FA298 and the departure time was 07:20 in the morning. My seat number was 27E.

It was a crowded flight as I was one on 200 delegates for a conference that was being held in Cape Town by Consult by Momentum. When we arrived in Cape Town and I lifted myself off the seat I realised that there was a bright green used chewing gum stuck to my trousers. This was very embarrassing as I had to walk around at the conference with bright green bubble gum stuck to my backside for the entire day!

Besides the embarrassment; I was disgusted that I had to touch this bubble gum in order to try remove it from my slacks which I obviously wasn't able to do as it was stuck permanently.

This is unhygienic and was extremely inconvenient. Does Flysafair not clean their aeroplanes before passengers get on board!

Our flights were booked on the 22nd of August through a travel agency named eDreams in UK. They made a spelling mistake on their side which I resolved today with Air France and I thought it was resolved on Safair side as I have spoken to an agent on Thurday 25th and she was able to correct it. I have proof of the screen shot that all were corrected and there were only 5 passengers and all correct. When I checked on Friday, it showed an outstanding amount was owed, which I thought was strange as we have paid in full which shows on the proof I have. Double tickets were added, but not only that, the 3 kids were added as adult tickets. I and my mother in South Africa and my husband have spoken to numerous people. Safair keeps saying they cannot change it on their side and the agent clearly stated they only booked once and no doubles which leave me with the conclusion that the safair system created doubles. It has to be corrected as it is just not right. Please see attached pictures. The one of 25/8 shows 5 passengers and the one taken this morning shows 10 passenegers with adult tickets for kids

I would like to report or bring under your attention that two of your flight attendants are extremely unprofessional and makes no secret about it.

On 17th August 2022 I was on flight LV1BWY and I was not just shocked but very disappointed in the remarks Tamara and Kalynn made about some of their passangers.

These two flight attendants had basically discussed and seemed to have mocked some of their passengers.

As I entered the plane and opened overhead to store my handbag I heard Kalynn saying to Tamara “isn’t that the same lady that fell” Tamara looks and they giggle about the remark Kalynn made.

A gentleman entered the plane with a suit blazer on a hanger and he asks Kalynn if they could possibly hang his blazer somewhere in front by them. Kalynn tells Tamara what the passenger had just asked her they giggle again and Tamara responds “this isn’t Emirates” and again they laugh.

Throughout the flight they had their own little discussions here and there after serving/selling snacks there were still little discussions about passengers and further more gossiping whether or not it was about the other two flight attendants at the back end of the plane.

I would like you to take time and educate these two girls on customer service, some of these people that you are transporting are highly educated, professional and do not need to hear what your flight attendants think about them.

Kind Regards

Your Customer/Passenger

To whom It May Concern,

Incident date: 15/08/2022

I would like to raise my dissatisfaction with flySafair, booked my flight Sunday August 14, flying from Durban to Johannesburg at 16:15am and connecting to Mozambique on a different airline. As a frequent flyer I checked to check-in online your system did not allow me to check in online. I was at the airport 05:40 for my 06:15 flight with no bag to check-in but they could not assist me.

Thought I take full responsibility for being late but I feel this airline failed me cause if I was able to check-in online I was not going to miss this flight. I will never use this airline ever again in my lifetime.

On Monday 11 July 2022 I was to fly to Johannesburg from Cape Town on Safair flight FA 112 (Booking Ref J9DHFQ). Upon my arrival at the check in counter at Cape Town I was insulted by your employee laughing and raising his voice that I am unable to fly as I don’t pay my fares. I inquired what this was about as my company book and pay for my flights through a travel agent and he referred me laughingly to your Safair ticketing/ information office at the airport.

At the ticketing/ information office I was informed that there is an outstanding amount of R2 892.02. I informed the lady that this is not possible as the tickets were paid, she bluntly refused to assist any further and refuse to issue any boarding pass until I pay the outstanding amount of R2 892.02. I immediately phoned our travel agent and she confirmed to me that the ticket was paid. I was then forced to pay the amount of R2 892.02 to get the boarding pass as I had a connecting flight in Johannesburg to Kenya and could not afford to miss the flight. After payment was done by myself, I was issued with a boarding pass, a receipt for payment and a tax invoice printout of the ticketing transaction.

During my flight from Cape Town to Johannesburg I noticed that there were 2 transactions for the exact same amount (R2 892.02) on the tax invoice for Monday 11 July 2022. I again went to the Safair ticketing/ information counter and asked why there were 2 payments for the exact same amount. I was informed that one of the payments were from the travel agent and the other from myself. I then demanded a refund for the amount that I paid in Cape Town and were informed that they are unable to refund me the money as this transaction were done in Cape Town. I asked if the 2 offices work for different companies as how can I not receive a refund in Johannesburg even though the error occurred in Cape Town. I asked to be refunded in cash and the FlySafair employee informed me that they do not do refunds. BIG FAT LIE, as I just witnessed a passenger receiving a cash refund for a suitcase which was already included in his ticket. I then asked to speak to the manger in charge of the office. After waiting for about 45 minutes a lady approached me and introduced herself as the manger of the FlySafair office OR Tambo. I explained to her what the issue were, and she informed that the problem regarding the payment does not lie with them but with the travel agent who did not clear the payment (Very funny how both payments of R2 892.02 suddenly appeared on the Tax Invoice at the same time?) I demanded a refund and she refused as she said she already spoke to the head office, and they will not allow it. She then took all my personal as well as banking details and informed me that I will receive a refund from your offices. Till today no reply, No call, No follow up, Nothing from your office.

Now after promises on your whatsapp app NO refunds, see the attached images of the chat.

Hi ,yesterday (22.07.2022) after landing to Cape Town from Durban, I received damaged luggage ( both wheels were broken and \i can not use it anymore) . I tried to make a complain at the airport but they refused to do so saying that I do not have insurance so they can not help you.

If a passenger do not take the insurance that doesn't mean you guys should damage the luggage.

Or your company tied-up with insurance company to sell their insurance policy.

My booking reference : ICPJI8

E ticket no: [protected]

Contact no: +27 [protected]

contact email: [protected]@gmail.com

I am a regular traveler with Safair and because I come from international flights I do not mind paying the extra and always book business. Today I had to change my dates and according to the business class I purchased, it said changes at no cost (not written on the app. anywhere to see the small print that the customer agent points out to you when you querry). I was charged 1036, over and above the cost I had already paid of over 2000. The app did not show any extra costs, I chose my time and it showed 0,00 next to the flight but when I continued to seat choice, it showed me an extra cost of 1036 rand. This is highway robbery and overcharging clients. The call center agent, then had the audacity to send a copy of the so called "fine print" that does not show in the app to me as the client. I feel that I should be allowed to change my date at no cost as it showed exactly that on the App. but the agent does not give a damn. I am very disappointed and disgusted in Safair and how they are ripping off and deceiving South Africans and taking advantage of the fact that there are no other airlines to transport clients.

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

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

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

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

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

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

Disgusted!