FlySafair / Safair Operations
reviews and complaints

As a Healthcareworker, I was exposed and hence had to quarantine. Safair has NO compensation for this. Required a medical letter to state that I needed to quarantine which means they promoting the spread of this pandemic. After multiple calls and just being placed on hold, I am yet to see a response or recieve some help

Team,

I have now had 4 emails ignored by your team. You have essentially stolen my funds by not transferring my ticket to a voucher which I paid for and requested 36 hours before the flight time.

Please respond urgently. This level of service is absolutely unacceptable. I only fly Safair but with this experience I will ensure that it is reported as far as possible if it is not resolved.

Regards

From: robert costa
Sent: 17 December 2020 15:30
To: FlySafair ; FlySafair ; [protected]@flysafair.co.za
Subject: Re: [FlySafair] Re: Refund to Voucher

Hello Team,

My continued efforts to get a refund on my ticket (even though I paid for the option) is not being answered. This is tantamount to theft ... please assist ASAP or I will not hesitate to revert to social media and senior management in ernst.

Your colleague below said I had 25 hours before departure to cancel. I requested such way before that deadline.

Thanks
From: robert costa
Sent: 14 December 2020 08:47
To: FlySafair ; FlySafair
Subject: Fw: [FlySafair] Re: Refund to Voucher

Hi,

Please see below - I have not received my voucher yet for the flight on December 10th despite numerous reminders - please process asap.

Thanks

From: robert costa
Sent: 10 December 2020 15:56
To: FlySafair
Subject: Re: [FlySafair] Re: Refund to Voucher

Hello ?
Some service and support would be appreciated

From: robert costa
Sent: 09 December 2020 12:09
To: FlySafair
Subject: Re: [FlySafair] Re: Refund to Voucher

Please see below and confirm cancellation to voucher as requested below.

Thanks

From: robert costa
Sent: 08 December 2020 05:12
To: FlySafair
Subject: Re: [FlySafair] Re: Refund to Voucher

Hello Thuli,

Please can you proceed and cancel this ticket and refund to voucher please?

Thanks

From: Thuli Sithole (FlySafair)
Sent: 04 December 2020 10:00
To: robert costa
Subject: [FlySafair] Re: Refund to Voucher

##- Please type your reply above this line -##
FlySafair - For The Love of Flying!
BOOK FLIGHTS | CHANGE BOOKING | LOW-FARE FINDER | SAFETY PRECAUTIONS
Your request (1314220) has been updated. To add additional comments, reply to this email.

Thuli Sithole (FlySafair)

Dec 4, 2020, 12:00 GMT+2

Good day,

The latest is 25 hours before your departure time .

thanks
Thuli Sithole
Customer Service Team Leader

robert costa

Dec 4, 2020, 11:56 GMT+2

Hello Thuli thanks so much for the reply. I am still deciding whether to go or not - what is the latest I can request this?

Info requested below:

Thuli Sithole (FlySafair)

Dec 4, 2020, 11:53 GMT+2

Good day Mr Costa,

Thank you for contacting us, I can assist with this .

Can you kindly confirm the following details :
Contact number on the booking
ID number
email address on the booking

Also please note that with the cancellation option you selected we can only cancel your booking into a voucher which is valid for 12 months less R300 per flight, Please advise if we must go-ahead

Thanks
Thuli Sithole
Customer Service Team Leader

robert costa

Dec 3, 2020, 13:59 GMT+2

FlySafair Confirmation KBEZBC
Hi, I paid extra to be able to move this flight to a voucher for future use but cant see where to do it online as it is not under change flight tab.
Please advise ? Thanks

FlySafair's blatant refusal to allow me to be refunded to voucher despite the contents of Clauses 1.9, 1.25, 1.26, 2.2, 4.6, 5.1, 10.2.4, 10.5.3, 19 and 20 of their OWN Terms & Conditions is Male Fides and indicative of their TAKE, TAKE, TAKE attitude. Sadly, the Treating Customer fairy principle is a foreign concept to them. REF:WLLZXD, Jason [protected]

I had booked a flight to Durban from Port Elizabeth leaving 9th December, returning 15th. I have had to cancel as the family whom I should be visiting for an 80th birthday celebration have been tested Covid positive. I have nowhere else to stay so have decided to cancel. Firstly I was told that I cannot cancel as the ticket I purchased would not allow cancellation and then secondly that they would not give me a voucher to fly at another time. I was told that I had to just pick a date in 2021 and book. This at a cost of R1032.00/
I have already paid R R2311 for the booked ticket so object to this excessive amount. Maybe the date that I book in 2021 will not be suitable? Really my opinion is that at least they could give me a voucher so I can book in the New Year. I am 78 years old and feel at least they could have some compassion.

Marj Askew

Good Day

My boyfriend (John Rundle) and I were booked on the abovementioned flight from Cape Town to Johannesburg on Sunday, 22 December.
I would just like to let you know how this incredibly long delay inconvenienced us, firstly we were not informed about the lengthy delay until 13h00 after we had gone through check in and were on the airside departure section of the airport. Therefore we had to sit on the airport for 7 hours! There was not one staff member available to assist us or even apologise or explain the reason for the delay!

For a domestic flight to be that delayed is totally unacceptable - surely another aircraft could have been arranged a lot sooner than 7 hours and there were other SAfair flights travelling from Cape Town to Lanseria.

We were forced to pay for our food and drinks for the afternoon and arrived back in Johannesburg at 9h40 and only got home at 10h30. We had someone looking after our children who had to attend school the next day to write exams which was absolute chaos. (I have attached our slip for the food bill).

I would appreciate some form of compensation for this huge inconvenience especially since we have not yet had any apology or form of recourse for this unacceptable service from your airline.

Sincerely
Michelle Kerr
[protected]

Before I go the legal route. I would like flySafair to resolve this internally.

Before the pandemic hit SA, I had booked my mother flights. I was given the voucher when lockdown occurred.

I have until the end of April 2021 to book flights using the voucher.

I have approached FlySafair explaining the flights are for my mother with multiple chronic conditions and at high risk for Covid-19. I cannot book flights knowing that she is at high risk to be a carrier of the virus and potentially put others at risk.

I cannot predict when it would be the safest for her to fly.

I was told they cannot extend the voucher and I need to book the flights. If it is still not safe to fly I can cancel and get a refund and incure a 44% cancelation fee.

This is irresponsible of a cooperation willing to put other passengers at risk. Other passengers have the right to know the risk they putting themselves in.

Its either I loose the voucher or follow unsafe protocols. I should not be given these two alternatives. It is unfair and certainly inhumane.

I am not asking for my money back. I am asking for an extension on the voucher.

Resolve by 27 November 2020 or I will approch my attorney, I have no issues in taking this further, legally. Other passengers need to know that flying with this company is dangerous to their health!

Hi,
I asked for a voucher refound for more than 12 weeks and I'm having issues to the process to get my money back. I tried so many times to get contact with the company by phone but I had no successful.

Voucher number: 825QSH
Booking: DQZTUI

What more should I have to do?

I have been on the phone with Safair fir two days now! I need to add my daughter to a return flight with my mom but sadly I can't do this online. I have tried calling and sending messages but NO HELP! I got through to someone yesterday who said they'd call me back but never did. This is ridiculous service. I can't understand how it is possible to be on the line for 34 mins without getting through even though I am number 1 in the que.

Booked tickets to fly to Durban on 13 Nov. Booking was made 2 weeks earlier.
Cannot fly because of COVID.

Safair says 50% cancellation fee 45 days or more. 100% cancellation fee if cancelled less than 45 days.

Then wanted to change the flight to another date, Cant change the flight to April cause dates not available.
Now almost R10k lost. Unfair cancellation policies and the airlines are not at risk of loosing seats.

Refunds policy by airlines are draconian and unfair. This needs to change.

Good day
I bought return flights for myself and my family from jhb to pe for iron man 2020 which is now cancelled I tried getting them to change it, I was then put through to a very rude marise banks who then suggested she will give me vouchers and told me they valid for 12 months and she told me to re book using these vouchers I then tried to do that and was refused by the call center agent lebo khumalo this is after speaking to other call center agents I then called marise banks and she was rude again telling me these vouchers that she sent me are useless I would like you guys to assist with this urgently before I proceed with legal action

What an awful return flight back to JHB. I will never fly SAFAIR again after today's experience. My daughter was so motion sick she had to go vomit when we landed due to our plane having to circle around as air traffic control at OR Tambo had another plane taking off just as we were coming in for landing. The pilot manoevered the plane so badly, we were jumping all over the sky. I don't suffer with motion sickness and I had it as well. Not a great experience at all.

26/07/2020 - Due to the covid-19 I was unable to fly and I opt for cash back on my ticket, subject to a 45% cancellation fee
and that processing could take up to 12 weeks. My ticket was paid on the 13.03.2020. I still havent received my money back.
When I contacted FlySafair on the 26.07.2020 I was told by Sharon Rembuluwani that my voucher was cancelled to cash. By the
28.07.2020 I got lawyers and clientele involved. Still no payment back and forth emailing asking, begging for someone to assist
me I then get hold of clientele lawyer again and they informed me that I was suppose to get my refund end of August 2020.

I contacted FlySafair again where Vonique Greeveswas told me that she was just advised that the refund was loaded to Computicket
on 31/08/2020 and that I would have to contact them. When I did this Computicket told me they don't refund tickets bought
through Pick & Pay. I then again got hold of Vonique who said that she just spoke to her head of sales
head of sales who will get the travel agent to call me back. Since then 58+ emails have been sent to FlySafair for someone
to assist me. 25.09.2020 Cecilia Labuschagne told me that the finance team is checking their records to see if they have the funds?
Still no feedback since the 28.09.2020. I am so frustrated I have all the emails back and forth begging for some
feedback to this matter. No Client services they don't even bother to call me back and its been a never ending story.

My name is Wessel Pretorius, and I am a very regular Safair flyer…I have supported you from the first day you opened. On Friday 24 July I flew back from Johannesburg to Cape Town in the afternoon.

For the first time ever flying with Safair, I felt that I was really rudely treated by you cabin Crew. We are in the Covid 19 crises, but it does not give the cabin crew the excuse to act like rude officials.

As passengers disembarked from the front, I stood up to get my phone in my business case in the baggage holder right above me. I was immediately scolded by the one attendant, who then fetched another attendant who again did the same….It really felt as if they were trying to pick a fight. I just kept quiet… because the last thing one needs is a verbal tit for tat with cabin crew. As I was leaving the aircraft the cabin member ran after me and asked whether I had a problem with how they operate … again in a very nasty and aggressive manner. Again I just kept quiet and walked on. The lady was severely berated by a gent who sat in the row next to me for her rudeness. A number of other passengers made numerous remarks about the behaviour of the flight attendants. They were actually quite shocked by their behaviour.

After I fetched my luggage I saw her and the cabin crew walking out. I went to the lady to say that her treatment of me was quite unfair, and that I wanted to know her name to raise a complaint. Again I was treated by all of them in such a nasty ‘f-ck you' manner…. Completely out of context.

I fear some of your crew members are getting power drunk. Just like a lot of police and speed cop officials during this C19 crises. They are quite unnecessarily act in ways that are completely out of context.

Perhaps it will be apt to remind your cabin crew that they are not police officers or traffic cops with massive attitudes of power/

Wessel Pretorius
[protected]

Good day,

Booking Ref.e ASXWCC FA -266, JHBG to DBN - Kayla Naidoo : 21/03/2020

My SAFAIR flight on 21/03/2020 bears reference.
My flight was due to take-off on 21/03/2020. Prior to take off, the plane "jerked" and there were no communication whatsoever. We remained on the aeroplane & I overhead the crew so that their shift is over, and they leaving. Without any warnings, we exited the plane and waited like idiots with no SAFAIR able to inform us what was going on ! I telephoned SAFAIR customer care who made me hold on for 18 minutes & the lady eventually came back to say there's a technical fault & she does not know how long it with take. Finally we were told by a fellow passenger that he had contacted a friend of his that works at SAFAIR & was informed the flight will only take off at 7.20pm. People became hysterical & hungry & angry due to lack of communication from SAFAIR. I politely went to the SLOW LOUNGE and waited until 7pm & a friend called me to say that they are boarding. The unfriendliness of SAFAIR staff leaves much to be desired. I further like to state I purchased a full ticket with a R60 meal voucher. When I requested from the cabin crew about this, they said they are not serving meals. If that was the case, was it a quick R60 being made on all passengers ? I demand from SAFAIR compensation of the following :

• FULL REFUND OF R799 for the flight
• Re-imbursement of R 250 for the slow lounge (Proof of payment for this can be sent to you)
• Refund of my Uber fees of R 175 from King Shaka Airport to my residence as my original transport left me

Your urgent responses are awaited, failing which I will take the matter up to Hello Peter, social media (Facebook, Twitter, Instagram etc)

Thank you.

Kayla Naidoo
[protected]@lrib.co.za
[protected]

Natasha ingram - e ticket nu - za07906949
Check in - pcjmmf - fa286 10 apr
Check in - ipxvql - fa 285 12 apr
Travel insurance policy - gua-[protected] - 9142

I have cancelled the reservation online but at the end of the procedure it gave an error message on the screen - this booking was cancelled but we have issue with retrieving voucher info. Please contact our call centre

Please send me the vouchers to my email adress - [protected]@renaultwelkom.co.za

I had a flight from Johannesburg to Durban on Saturday.
I got my bag opened from Durban at receiving my luggage.
Few of my clothing was stolen

I need to know where is my clothing. This is unacceptable.
I need to go using this same flysafair on saturday 22 february 2020. Please can you people do something about this as this is highly unacceptable. I am very disappointed

Good day, I have now been from pillar to post. I have spoken to precious at your call centre who then put me on to the rudest manager mr ndladla biggest racist I have yet spoken to. I purchased tickets on your special from durban to johannesburg 7 tickets with prebooked seats. Due to load shedding after I pressed paid when my system came back on the safair pop-up was from johannesburg to durban. I immediately phoned safair and spoke to patience who promised I will be helped even if I can only get a 85% refund. Your mr ndladla blatantly refused. Your call centre then told me I have 24 hours grace which yet again was apparently not in my favour. I am only a pensioner and I cannot afford to change my tickets and pay another r5, 000 please I beg you can you please even just refund me 85% - my booking ref is - zytlzw - please I beg you on my knees

I am writing to report the most appalling customer service received at the hands of Fly Safair members of staff.
The service level or lack thereof received at the OR Tambo airport On Monday the 27th upon departure to Durban was appalling. I arrived at Check-in 3 minutes late for a 14:50 flight and was refused Check-in by the supervisor on duty. I then went to purchase a ticket for the 18:10 flight, was advised by attendant to double check acceptance of my luggage at check-in, which I then did and was assisted by a young man who weighed the bag and box, asked security questions as well as to know what the contents of box was. He then advised me to wrap the box so as to avoid it opening up during loading. R180 later, I then wrapped the box and waited at the airport for the later flight traveling with my 2yr old son. 
At 17:10, at check-in for my 18:10 flight, I was assisted by a different staff member, also a male who asked the same security questions as previous guy, he then went on to ask as to whether the contents on the box was a battery powered device to which I confirmed it being a lithium rechargeable battery. He then, excused himself saying he needed to go and DBL check whether such could be flown, he returned after 3min stating that the toy car could not be checked into the flight because it is has Lithium battery. I then asked for the supervisor to relay the incidence that had taken place earlier, regarding my luggage having already been checked and weighed and even advised to wrap it with plastic. The same lady, who had declined my earlier check -in barely listened to what I had to say and all she was interested in was whether I had the name of the staff member in reference who had assisted me earlier. I had not taken the name of the young man and could not identify him of the male staff members that were now on duty. She also mentioned that due to the contents being lithium battery powered it would need to go as cargo otherwise I needed to get someone to collect the box at the airport. I advised her that the person who could collect would have to come from Spruitview, and appealed to her to assist with the short term storage of the box whilst I arrange it's collection from the airport. She continued to let me know that if I cannot identify the member of staff that had assisted me earlier to confirm check in of my luggage, she cannot assist me. I needed to find storage and referred me to the luggage wrapping and storage company offices on another side of the airport. I then moved to the luggage payment section of FlySafair desk where I relayed my situation to the lady at the desk also advising her of the error of the previous member of staff, she told me straight that  she cannot assist me and that as I was told at the check-in counter I needed to find my own storage. I then appealed to her, looking at the time and scared to be left by my flight, asked whether it were not possible to advice the cabin crew of a potential late boarding as I was being told to go myself to the storage company to pay for my box to be stored whilst someone comes to collect it. She out right told me that this was not possible and that it was my responsibility to get to the boarding gate in time... 
After storing the box at a cost of R80, rushing back to boarding, I arrived at the boarding gate C12 at 17:55 and was told that boarding had been closed and I could not be assisted. No matter how much I begged I was told to head to the ticket counter to buy yet another flight ticket to Durban. I have flown numerous times before, and have witnessed on more than 1 occasion boarding of late passengers after seating had taken place. At this point my two year old was extremely wrestlers and tired, but we again made our way back to the ticket counter to buy yet another ticket to Durban. I spent R1300 more on a flight that was originally R399. Furthermore R180 wrapping the box which was then declined after I'll advise from a member of FlySafair staff.   In additional R80 for storage of the item when this could have been avoided had I been initially correctly advised about the toy car. 
Over and above that, I was redirected to the luggage management company outside of the airport building to collect my suitcase that had been off-loaded aboard the plane, this was around 19:20 with my exhausted child. I ended up flying on the 8:10am flight from OR Tambo to Durban on the 28th January and missed a school appointment.

What I experienced from your members of staff was utter lack of care, customer service or humanity. I book flights on a weekly basis for my company Urban Lime, and  will not be so enthusiastic to do the same after this appalling treatment from Safair staff. I cannot take this matter lying down and request that Safair respond.

To whom it may concern

I flew from Cape Town to Durban on Monday, 7am flight. When i boarded the overhead compartments were already full. The stewardess asked if she could take laptop bag and my carry bag. When returning to my office did i realise the bottom of my suitcase was damaged. Would assume when your staff taking from cargo it was hooked and they had pulled and the underneath handle was ripped off and screws sticking out. This is another reason i selected overhead storage to make sure my luggage would be handled carefully.

Secondly i wish to request when booking seats if there is a limit for weight of passenger per seat? On booking airflights for my aunt who is obese out of respect for her and the passengers i book two seats for her. The lady next to me could not fit in seat, had to have extended seatbelt and took over a section of seat which made me squashed to next passenger which resulted me in sitting forward for the entire flight.

Surely this is not the type of service offered. Whilst i did not complain then which was out of respect for the severely overweight lady i did not want to embarass anyone. However i am sure the stewardess would have noticed how i was sitting and uncomfortable i was especially since i was in the front row seat.

Look forward from hearing from you.

Kind regards
Lee-Ann