FlySafair / Safair Operations
reviews and complaints

Can you explain to me why, when there are 10 or more air bridges at OR Thambo available, SAFAIR uses a bus, sometimes in the rain. Last week and this week my flights were changed to bus rides, from the aircraft to the terminal, or vice versa.

Last week there were only 2 aircraft at the terminal air bridges ... are SAFAIR and ACSAA playing games?. This is now a frequent occurrence.

I fly with SAFAIR weekly, I am recovering from a broken ankle, so I did not appreciate the excessive walking and stairs this subjected me to.

And PLEASE, do not say this is "ACSA's decision!"

The pilots and cabin crew have been unable to provide a reason. The cost of air tickets includes boarding convenience and I need a very good reason to board via a bus and stairs.

Date: 1/02/22

Time: 06:30 PM

I am a 20 year old university student (UCT) that was traveling from Durban (King Shaka) to Cape Town (CTI) on the first of February 2022. I had two checked bags because on the Flysafair website it is CLEARLY stated that if you are a University student you get the benefit of carrying ONE EXTRA checked bag for free because you are moving in/out of res (May I emphasis that this was, and still is on their webite: https://www.flysafair.co.za/travel-ideas/student-flights). So thinking that Flysafair cares about their customers, and most importantly the students using their airline, I carried that one extra checked bag assuming that I would not have any problems or get charged R250 for it, I mean its on THEIR website so there is NO way on earth that this is false or not the case. In addition, if I had money to pay for an extra checked bag I wouldn't be searching about student luggage discounts. So you can imagine how surprised I get when I get to the check in station and I'm informed by the check in officer that they don't know anything about the Flysafair student luggage benefit that is on THE website. Fair enough, they don't work at Flysafair, they work at King Shaka, so I decided to go to the Flysafair department at King Shaka. When I got there I explained my situation in a calm manner to the male Indian agent that was working and I showed him the webpage on the website that had that information. He even researched it himself on his computer and it showed up. After he read the information, he decided to call the Flysafair department in Johannesburg and he informed them that the information IS on THEIR website and he doesn't know what to do next whether he should permit it or not. May I tell you that my flight was going to leave in the next 50 minutes. They advised him to call the manager in Johannesburg to inquire about the student luggage benefit. They spoke over the phone, for a few minutes and I couldn't hear anything that was mentioned. After the phone call he decided to tell me some [censored] excuse about how the student luggage benefit is only valid depending on the type of flight that the customer takes e. g Lite, Standard or business class. This was PURE [censored] because the website says nothing about this and even if that was the case I was on a standard flight so that fundamentally didn't make any sense. I told him that the excuse is [censored] and I am not buying it but he then said that "He is doing his job", in addition he gave a me a piece of paper with a handwritten email and number and he said that I will have to wait for the manger to call back but in the mean time I should EMAIL or CALL flysafair on: [protected]@flysafair.co.za/[protected] to inquire about it. May I tell you that my flight was going to leave in the next 40 minutes (My flight was supposed to take off at 07:30 PM) and I needed to have my bag checked in before that. So I was not going to stand in a queue waiting for a call center agent to pick up the call because if I missed my flight as a result I would have to buy a whole NEW ticket which I could not afford. The ticket I bought, itself, was bought on a 30% OFF SALE, so where would I get money to pay for a flight, on the day. So I stood my ground, and I DEMANDED that I speak to the manager over the phone because this was HIGHLY ridiculous, INCONVENIENT and STRESSFUL. The agent told me that they could not call the manager back because they were busy but I should try and contact the email or the number he gave me which was a call center number. I've worked at a call center before for the airline Spirit and I know that the call center agents know equally as much information as the agent standing in front of me. So they really EXPECT me to call the call center for something that even the MANAGER couldn't deal with. I was over it, so I asked the male Indian worker what I should do now because my flight was about to leave in a few minutes and I had not even checked in my bags. He stood there and said that its either I pay for the bag or I wait (and risk missing my flight for a call back from the manager who is in Johannesburg which doesn't even guarantee that I will get on my flight or get the free bag). And this is when I started panicking, like REALLY PANICKING. If you would get footage from the airport you would understand that I was not just panicking but EXTREMLY PANICKING. This wasn't just a basic panic, no no no no no, I had a full fledged panic attack at the [censored]ING airport because there was no way in hell that I could LITERALLY AFFORD for this to go wrong. The Flysafair agent then left and I was left with another agent who asked me if their wasn't any one I could call and ask for money so I could pay for the flight and I said no because I didn't. I live in KwaMashu and my dad is busy paying medical bills for my mom who was and is still in Addington Hospital in Durban about to get her leg amputated. My dad was even finding it hard to even pay for petrol so where would I get R250 for a bag that as per THE website was supposed to be FREE. I had approximately R300 in my bag at that moment for food and transportation for when I landed in Cape Town because I don't know anyone in Cape Town. I explained this to them but they didnt care because "THEY ARE JUST DOING THEIR JOBS". Whilst crying and EXTREMELY SOBBING I started asking random people at the airport for R50 so that I could make R250 and pay for this extra bag that I was NOT supposed to pay for. Do you understand how painfully humiliating and dehumanizing this was for me and the people I asked money from, practically like a beggar on the street. Flysafair couldnt even accommodate me as a 20 year old black student from a Township who needed to get to a city for EDUCATION. Do you understand that the whole thing almost risked my university accommodation. No one even tried to understand my situation and this happened all in front of the FLYSAFAIR agents and they sat down and did nothing, actually one agent actually even shouted at me for "DOING TOO MUCH". I HAD A PANIC ATTACK, AND CONTINUED TO ASK RANDOM PEOPLE FOR MONEY WITH TEARS AND SNOT COMING OUT OF MY FACE. THIS WAS NOT OKAY AND ANYONE WHO THINKS THAT IT WAS IS A PURE PSYCHOPATH. THIS WAS SOOOOO HUMILIATING, DEHUMANINZING, TRAUMATISING AND JUST CRUEL. Eventually, I was able to ask two women, a mother and their eldest daughter at the airport to help me out and they paid for the extra bag, and may I tell you that the MANAGER had NOT even called back. I was so grateful for the women who helped pay for my bag but I also felt very bad for asking a BLACK WOMAN for money at the airport, literally one of the poorest demographic groups in our country, just ridiculous. After paying for the bag, as if I was not already stressed and drained enough, when I get to the bag check in station they informed me that they closed 5 minutes ago. I STARTED PANICKING AGAIN. This time the check in agent was a LOT more accommodative so she called the baggage department to see if they could make an exception which luckily they did and I was able to give them my bag thankfully. The whole experience was SO GRUESOME, DEHUMANISING AND SO TRAUMATIC that the only time I stopped crying was when I was an hour into my flight and the flight attendant had to check up on me to see if I was doing okay, she even provided me with a free bottle of water and 2 ply tissue (THANK GOD FOR HER). But overall, it was definitely not a fun or even a pleasant experience with FLYSAFAIR, a multi-million rand business. if I had money or if I could afford a lawyer I would sue them for emotional distress, but now I have to rely on Twitter to blow this up and have this experience recognised by the general public. I could say that I would never fly with Flysafair again but I have no choice because im a broke uni student from Kwamashu on NSFAS and I cant afford to fly on [censored]ing Emirates or British Airlines. So basically I just had one of the worst experience of my life and NO ONE gave a single [censored] about me, a 20 year old student with no job or allowance. That showed what FLYSAFAIR is all about. They ONLY care about maximizing profit and they could not care less about the customers experience, unless the customer is rich and they have buying power. As for the poor customers, they could NOT care less about you.

BOOKING NUMBER - N7DJOA : EAST LONDON TO CAPE TOWN - Today my wife is stranded at East London Airport with my 2 months old baby. She did not have the hard copy instead had the electronic copy of the Child birth Certificate in her cellphone. Whoever assisted her, ignored her, never bothered to get the senior person to give my wife a direction and make a clear ruling as to what must happen. Instead the clerk or whatever left her standing, until the boarding gates were closed. That was the last flight to Cape Town 14H40. She was on time for the check-in. Now where must she go, sleep, how is she going to feed the baby.
Who is the responsible manager at this East London Airport? What is he or she managing?
Mission
We unite people with what and who they love, by providing a low-fare, hassle-free, and on-time travel experience.
Vision
To be South Africa's favourite airline

It cost me to 1000 rand extra to pay out of my wallet. I was at O.R Tambo at 5:00 am . I was 1:30 minute before schedule. As I got to the count to hand my bag . I was told it was over weight for flight FA209 on 16 January 2022. Departure at 6:30 and need to make payment of R250.00 . Going to the next count to do payment of 250.00 the lady took her time and we where 15 people in the que. We try to advise her we will be late for our flight . She ignore us and took her time . Paying the money after 1 hour in a que got back to front count and was advise the flight is closed and I need to pay . 750 for the next flight . I am a 19 year old boy Moegamat Ridaah Isaacs . With not much fund and paid all this as I was left on the airport stranded. I here by request a complementary ticket for all this inconvenience cause by flight air staff for putting me in this pain and stress . U can contact me on [protected]. Thank u

Please note that we booked a group booking for my daughter and her friends to fly to Durban for Matric Hoiliday. The two evenings before they were to depart, they all stayed over at our house as Lanseria is closest to our house. My daughter tested positive for Covid the morning before the flight to Durban. We requested from Cemair, the returning flights and Flysafiar the departing flights to please open the booking for an extension.
Cemair assisted us with all three tickets extentions.As my daughter was positive with Covid and her friends in direct contact with her.
The call centre assistant for Flysafair assured me that all three tickets would be opened for extension on the day that my daughter tested positive.
After a week of enquiring for feedback, FlySafair insists on doctors notes for the two friends otherwise they wont assist. As per junior accounts consultant Boitumelo Komane.

How am I to obtain a doctors note after the fact. That was not the information I received initially. I find this unethical and unacceptable.

Booking Ref 7KOSCZ .

I travelled on the 19th from capetown to johannesburg, realise after collecting my luggage that its damaged, its was broken had holes in front and back one wheel went off and underneath were the wheel is upposed to be there's a huge hole, i wrapped my luggage and paid for ithowever it did not help, logged complain same day after landing. I never got any feed back. Phoned several twice and was told a person the query is assigned to is not available, its is now over a month no feedback. Can i pease get assistance as i submitted all documents same day.

On the 24 December 2021 I booked with flysafair from Durban to Johannesburg on arrival the airline lost my luggage. Only to discover after hours that the luggage was left behind in durban and they promised to deliver to my given address. It has now been 24 hours and my medication it inside the bag, no one has taken any responsibility to contact and update me. I keep on following up with no positive response. Flysafair has failed to meet customer expectations in terms of service quality, response time, or overall customer experience and I would never recommend anyone to use this airline.

On the 22nd, we wanted to book flights from ELS to JHB for 5 people. (Myself, my bf, my bro and his friends). We initially used 1 computer to book for us 5 and per person it ended being OVER +-R100 which DOESN"T MAKE SENSE. So we ended up using 2 laptops to book (2 adults and 3 adults separately) and paid extra +-R300 for my bro and his friends.

Yes, it was my bro's fault for not checking the email confirmation within an hour after receiving it but because my bro has an account with Flysafair and hes been a loyal to the brand, he thought everything was in order until... he checked his email the day after around 1am which rolled over to the next day (today). So when I called the customer service agent, P*tia was assisting me over the phone. When I explained the situation that there was a system error, (me and my bf are on the 17:55 flight, my bro and his party 09:25 flight) as my bro and his party were supposed to be on the 17:55 with us but somehow him and his party got put on the 09:25 flight (We have screenshots of the booking summary stating this), P*tia cut me off and started EACH sentence with,"Unfortunately..."she INTERRUPTED me while I was explaining and ALL she said was,"Unfortunately..."like a robot with NO HUMAN FEELINGS. As if ALL Flysafair agents are trained like a robot. She didnt let me finish and I got angry and asked her to let me finish speaking. I was livid at this point as I had to keep repeating only for her to"unfortunately"me without even listening to the entire thing!

I must say, I did apologize to her first for raising my voice as I was frustrated with,"unfortunately"and getting cut off middle sentence and she DID NOT ONCE apologize. She even put me on loud speaker for her colleagues to listen and was talking to her colleagues whilst I was explaining. I mean,... WHAT KIND OF CUSTOMER SERVICE IS THIS?!

We acknowledge that we didnt check the email immediately, I asked her if there was anything that she can advise us to do. She didnt want to listen and kept saying,"Unfortunately you have to pay the flight difference and penalty fee."So for the 3 of them, Flysafair wanted to charge R1500. I explained again, when you book for people over 2, they will charge you EXTRA +-R100 per person and P*tia replied with,"it is possible..."I told her," No, its not possible, it is a fact! I can show you the confirmation you charge MORE for doing 1 transaction if the number of passengers are more than 2"Anyway, I eventually said ok to the penalty fee of R300pp but asked if she could waive the flight ticket difference and she said AGAIN,"Unfortunately"...

I am UTTERLY disgusted with the lack of compassion P*tia has, I dont know if all other Flysafair agents are like this or just her. I feel INJUSTICE!

Moral of the story, DONT BOOK AT FLYSAFAIR IF YOU ARE BOOKING FOR MORE THAN 2 PEOPLE!

This is honestly the worst I've ever experienced, I bought a brand new suitcase and these people broke it to such an extent that the entire wheel is broken and not working anymore! This is unacceptable, how can you treat someone's belongings like this, even if it is not fragile, this is absolute [censored]! I pay so much for tickets and this happens!

I currently live in Ireland and I unfortunately had to cancel my international flights back hom and domestic flights due the new varient of COVID which left everyone in a panic.

I contacted Fly Safair on the 29th November 2021 and spoke to a lady who informed me that I needed to send proof of my cancelled international flights and then they will provide me with vouchers for both my flights cancelled so I sent across proof of my international cancelled flights as requested on the 30th November 2021 and was informed that she would sort out the voucher. I hadn't heard from her os I chasdd and she eventually came back and said it would be issued to me in 24-48 hours but 6 days later I had still not received anything so I went back again and chased her but she is now ignoring my emails. I then sent emails to the help desk and no response. It has been incredibly frustrating and it honestly gives safair a bad name. People are struggling during this pandemic and my family happens to be one of them so as you can imagine it was heartbreaking having to cancel my trip back home after not seeing my family for 2 years yet Safair is making this even more difficult. Safair, have some compassion!

I'm having to chase with no response and it is over whelmingly frustrating and before Christmas!

Chanelle

Just got off the phone with manager Thuli and her consultant who said I must pay R300 cancelation fee as I want to cancel my flight due to covid Omicron and cases going up ppl are boarding the flights and are testing positive for Covid even asked dem to give me a voucher and they refused worst damn airline ever if you can't be loyal to ur customers then get out of business

We were due to fly to Durban firstly at 11am with no notification our flight was changed to 13.15. Got to the airport booked luggage and arrived at the boarding gates 15 mins before departure to be told we are to late and cannot board now had pay another R600 for maybe a standby. I now needless to say after trekking through the entire airport from one side to the other to pick up luggage etc. With aching legs my grandaughter and I sit at the airport on standby because the ground hostess decided she is closing the gates 5 mins early and won't let us in. What a nightmare how do u get away with treating ppl this way when flights are costing us over 8000.

Dear Safair,

Worst service ever! Bought a ticket online on 26 November 2021 through an application called Flapp. When I called around the 8th Dec 2021, I only received an automated service and sent an email to CANCEL! Went onto Flapp application to cancel. It kept giving me a reference number. 4 days later you send me an email to my work email on the Saturday to respond. I tried again to cancel yesterday again.

I would rather pay much more than ever book through you again.

No agent called me! Worst automotive system. I am going spread the word on your terrible service. Give me my money back, thanks. I don't want your airline ever again!

I tried to subscribe to the 2 flights per month package on Saturday. I completed the transaction and uploaded my bank card details. R2.00 was deducted. I saw the package was not active. Today, Monday 29 November, I logged in and tried to subscribe again. Without accepting any clauses or filling in any CVV numbers I now suddenly have a 6 flight package and R2400 deducted from my account. I'm told I cannot downgrade or cancel this. I do NOT feel this is acceptable. At no point was I asked to confirm anything. It's both poor website design and credit card fraud as far as I am concerned.

Hi
I was on a flight from Cape Town to Durban on the 23rd of October on FA 172. Booking code KZOCCH
CLAIM NO - DPRDURFA12810
On arrival on collecting my baggage, the bag was damaged,
Reported this to a Siva Govender who completed a claim form and asked me to forward this form with the relevant supporting documents and pictures.
I did so and have continually being phoning the airport, your call center and no replies on e-mails as well
This is very frustrating for a client and no one bothers to respond.
Kindly advise, failing which I will post this review on Hello Peter.
Regards
Bhana
[protected]
[protected]@gmail.com

Complaint:
- Gross incompetence,
- Reckless trading,
- False information
- Negligence, blatant disregard and harm

Personnel involved:
- Fahiema Waryawa: [protected]@flysafair.co.za
- Nhlanhla Shiule: [protected]@flysafair.co.za
- Percy Ndlovu: [protected]@flysafair.co.za

CARMEN HOLLANDER on behalf of Mrs. Manyathi
T: +[protected]
M: +[protected]
E: [protected]@shiftbrands.co.za

On the 26/09/2021 at 13:26 I attempted to move my flight (FYROZH) OR (FYR0ZH) to a different date due to unforeseen circumstances but when I attempted to make payment looking at the total amount I had to pay I couldn't afford it, therefore, the payment did not go through. On the 03/10/2021 I try and add bags on booking that I had which I was for the 04/10/2021 but I'm unable to so I decide to call the call centre and I'm told that those flights are not available due to the fact that I attempted to move flights to a date in January. Flights that I never paid for I ask? The flight I was on does not have enough seats for them to move back they say BUT why was I moved in the first place cause I have not made payment for the date I was thinking to move my flights too. Why was I not informed before they decided to sell tickets that I have paid for by EMAIL or SMS. Why did their system not take me back after they did not receive payment? After a certain time a system recognises that payment has not been received and that transaction expires. The decent thing to do was to ask if I am still moving my flights before deciding to sell them for 5 times the price I bought them with. The only answer I had to my question was they sold my seats because it would make them more money since I bought seats when they were having a special and kids were free only pay flight tax. They offered to give me a voucher for the amount I paid for the flight and how was the voucher going to help me since flights were over R3000.00 for 1 person single trip. I had already booked accommodation for 7 people and the kids were looking forward to the trip. The R3675.40 voucher they gave me could only book for 2 people and I had to change the travel date since those flights were ridiculously expensive. What they did is unethical behaviour and to show that they are aware they gave me a voucher to ease the conscious. There's no way a system is designed to exploit people. I want compensation for this. I want 7 tickets return trip and accommodation paid for by them.

On 23rd of September I was boarding a flight from Cape Town to OR Tambo JHB, I was racially profiled by a white lady who had hidden his name tag. I was carrying a box she aggressively pulled me and demanded that I tell her what i was carrying in the box or she will remove me from the flight. I had previously explained to her colleague that I carrying i box on wine that was clearly written outside. I felt violated and embarrassed by her actions. It was flight no. FA 702 SEAT NO. 22F BOARDING PASS R32INR5H.
REGARDS
KENNEDY LIPHOKO
ID NO. [protected].

What's the point of booking priority durban to Jhb when you are boarded at the same time as everyone else. This is the second time his has happened on this leg. Jhb to Dbn seems to be completely different.

On the 27th July 2021 FlySafair debited my account twice. I contacted them on 20th August 2021, Nontuthuzelo requested that i send her an email so that she can query this with the finance department. sent email on the 20th, 24th and 7th September and did not receive a response. called again on the 11 September and the consultant advised that Nontuthuzelo will respond to my email. Received an email that afternoon which she requested for the last four digits of my card so that they can verify the 2 transactions which was sent to her on the 12th. I sent two follow up emails on the 17th and today which I still have not received any feedback.