FlySafair / Safair Operations review: Customer service

Good Day

Let me explain my story as short as I can

On the 5th of July, on my birthday I had a flight from Lanseria to King Shaka

I won my ticket on the R2 sale
However, I did pay for my partner’s ticket there and hes ticket back
So, it wasn’t like I was just flying for free and not spending any money on Flysafair

Firstly, I paid extra for my luggage once we checked in at Lanseria because it was, I think 2kg overweight, (BECAUSE OF THE DIMENSIONS OF THE BAG) so I paid an additional R300 at the check in desk which was understandable as that is the rules and regulations

But then once we got onto the plane the flight was delayed AN HOUR therefore, I had to try make arrangements my accommodation as their check in would’ve been closed by the time we landed as it was already a late flight as we were only meant to arrive in Durban at 21:00
But our flight only took off around 21:00

Then as soon as we landed in Durban at King Shaka I had to go to the bathroom because I had a female emergency then my partner and I weren’t sure were to go to collect our luggage because we have never been to King shaka airport before .. we asked the securities to assist us and by the time we got to the luggage collection point they told us the people at the baggage claim just had left and my bag was then just locked up and there was no access to it.

I was upset and I cried because not ONCE did they try and contact the number to get a hold of my partner
Then we struggled to get transport to our accommodation because of the hour delay, and it was already too late, and we had waited over half an hour for a bolt to collect us I had to leave the airport without my luggage and still after that nobody contacted me the next day to claim the baggage
I had to phone fly safari myself and I was holding on the line for so long due to high volume calls I then spoke to about two different agents and the first lady never ended up phoning me back after she promised she had to contact king shaka first to find out where the bag ended up ( she never ended up phoning me back at all )
The second agent was a male, and he told us we need to get back to king shaka and collect the bag OURSELVES however I did mention to him we were two hours away from the airport and that would cost me more money to collect the luggage and go back again to our accommodation
So, I ended up spending my holiday in the same clothes I had no pyjamas to sleep in that night and no toiletries
I had spent extra money on clothes and toiletries which wasn’t part of my budget .

Anyway, I only got my bag on the 9th of July when we were meant to fly back to Lanseria

So, this is my second story

I got to the airport on time the morning of the 9th of July as my flight was the first flight out to Lanseria from king shaka
By the time I found my way to the check in after going to look for my bag first they told me I was too late but I was only there 10 minutes after the check in and the flight was still boarding when I got there the que was long and as soon as they saw it was a sales ticket they made me pay R1,469.82 for the next flight back to Lanseria which was only at 14:45, while my flight WAS STILL BOARDING ? then i had to wait from the morning time till 14:45 which was a good couple of hours at the airport

I feel that my entire holiday was ruined because of this just from the start to the end .

Financially this was tough on me because you budget for a holiday and don’t expect these kinds of things to be going wrong.

ALL I ASK THAT PLEASE CAN FLY SAFAIR CONPENSATE ME FOR MY R 1,469.82.

Kind regards
Miss Chenee Carmen Coetzer
email address [protected]@gmail.com