FlySafair / Safair Operations
reviews and complaints

My return 1615 flight from Port Elizabeth on 3 September 2021.
I was seated 28B next to a passenger in 28C who was obviously very sick. He was constantly coughing, clearing his throat, eating cough lozenges.
Why is a passenger so obviously sick allowed to fly? I spoke yo your supervisor flight attendent who had nothing to say except complain online. You have a big problem with your flight attendants, their superior attitudes and lack of basic intelligence. It all boils down to very poor management and cramming as many people onto a flight as possible.

On 19 AUGUST 2021, I - Gabriella Abrahamse, was booked on a flight from King Shaka International Airport to Lanseria Airport in Johannesburg.
My flight was to leave at 18:15 and the Flight no was FA477
I was however deterred from boarding the airplane.
The events of that particular evening are as follows:
- I was at the airport to board the booked flight
- I joined a que for boarding.
- A male airports official then approached me and said I was incorrectly standing there as there were other passengers in the que.
- I need to add that I had no intention of skipping the que and I responded by say "Oksalayo my seat it my seat" and I stood aside.
- I waited for everyone who was lingering around to move and I proceeded to the boarding gate.
- I handed them my boarding pass and was told I may not board this flight as I have attitude. I proceeded to walk towards the plane. This male followed me and chased me to the desk upstairs.
- I explained to this male that I do not have a cellphone to make contact with anyone and I have already made arrangements for someone to come and collect me. I also don't have a way of making contact with anyone here in Durban to come back and collect me. He simply said its not his problem.
- This male then asked me as to my knowledge inappropriate questions.
He asked me if I had been drinking. (Is there any law that requires that knowledge) I responded by saying "In this country one drink and you over the limit. I also said is he feels this way, he is welcome to call the police to do a blood test on me.
- He further told me to go to the SAFAIR desk which I then did.
- I asked him for his name and he refused to supply it.
- I went to the Safair desk and they told me to make a change for tomorrow I would need to pay R1400. I responded by saying"So I have to pay for someone else's decision.
I was then prevented from boarding the flight.
I need to give you some information on my circumstances at the time:
- I had no cellphone available to be able to make or receive any calls (check with my service provider)
- I was dropped off at the airport and it was a late flight. We are currently under curfew which exacerbates the situation.
- I am a Female living in a county plagued by GBV
- I had no means to contact anyone to make alternative arrangements as my arrangements were in place.
- I was left stranded at the airport with no reasonable explanation as to why I could not board the plane.
- I was financially challenged because I did not make arrangements to spend another night in Durban, neither pay for another flight.
- I was left completely vulnerable and exposed.
I have since had trouble sleeping as well as flashes of bad things happening to me.
The name of the official is Delan.
I hereby request that you investigate the matter and I request an update within 72 hours, as this has caused me tremendous trauma and Mental suffering. It has impacted me negatively and in my line of work, I need to fly often, hence my request that the investigation be dealt with as a matter of priority.

I booked a flight for 14 August and returned on 21 Aug t from Cape Town to JHB for me and my 2 year old son. The system then needed to choose the age of my son who is 2 years old and I booked and had the attached boarding passes which had both of us to have their own seats.

when I got to the airport, I had not checked in my bags and there was not enough time to check them in, so the ladies advised that I change my flight and catch another one so I can be able to check in my bags

I went to the counter and the lady that changed my flight gave it to another one that will arrive in Lanseria with boarding time being 11h10 for standby, see attached picture of new flight details. I then had to pay 850 on top of the 3000 I paid for the first flight.

When I went to checkin for this new flight, the lady said my 2 year old son is young and should be a two year old under infant as he can not have his own sit, he is still a baby that is being held. She then changed everything and ended up saying we will now have one seat and that when I get to Lanseria I should claim for the other seat that I paid for.

When I got to Lanseria I was told to call the call centre, when I called, I was directed to submit this claim via the website which I did.

So I paid for 2 seats and only ended up coming to jhb on one seat and I was advised to apply for the second one. My return booking is also the same but I have not made changes to it before I know what will happen to this claim.

When I eventualy aplied for a refund I was told I was refunded with a R30 for one seat my question is is 1 seat 30r? I paid twice for a seat that n one uysed because of the consultants at the airport and only refunded 30r so can I book a flight with R30 I doubt. I am very disapointed wth this type of service and want a full refund of the seat I paid for as you can never let me pay 30r for a seat.

My husband traveled on the 9.30 flight from CT to OR Tambo Airport, 22 August 2021. He forgot his laptop in the front seat pouch.
Flysafair staff stole his laptop. Clearly this aviation company is more obsessed with ensuring the safety and comfort of Springbok rugby players then the experience of the general public.
They pride themselves in, hygienic airlines, 50 years experience, yet controls to enhance the moral compass of general workers takes a back seat.
I don't care about who I'm seated next to but the safety, morals and values of the people you employ and so should you.
Don't give a hoot about your new colour tails. Get your house in order. Poor customer service is terrible as well as customer experience.
Stop stealing.

Arrived 3 minutes late to check in. If they were efficient at counter we would have been on time.
We've got a medical emergency.
They just took the human factor out.
3 minutes.
All staff are so rude
Sending us from 1 counter to the other.
Flight is still on ground.
Im so dissapointed

Good Day we returned from our flight today from Cape Town on the 8th of August when we got out baggae our wheel from our luggage was completly broken this is unexceptable this is a new bag how do i go foward with this

Dear Sir / MadamThe email I received statedIf you would like us to cancel your booking and refund to full in voucher, please click here.I paid the following:Total after discount: R 1408.00 eBucks paid: eB 8830 ZAR Paid: R 525.00 405769******3495  
BUTMy voucher is only for R1288.  (FQXWQZZPNCV2  -  R 1, 288.00)Why am I now being paid R120 less.
I would like to state how appalled I am as your email is totally misleading.I would have changed my ticket to another date.See details below.
I trust that the outstanding R120 will be included in my voucher.Looking forward to good customer care and accountability for your email.
RegardsM. Maharaj

BOOKING REFERENCE: 4OAQPJHey MONAWe try at all costs to avoid rescheduling flights, but due to new curfew restrictions we are forced to make these changes. Unfortunately these changes have had an impact on your flight⁄s. We apologise for any inconvenience this may cause.New Flight Details:Date & Time: 2021-08-07 at 06:55:00Route: JNB - DURPlease note that you are not required to make any changes to your reservation, your flight will simply be departing at a new time.When schedule changes are more than 1 hour from the original flight time, and if you are unhappy with the new times, or no longer wish to travel, you have two options available to you:If you would like us to cancel your booking and refund to full in voucher, please click here.
  Total cost: R 1408.00Discount amount: R 0.00Total after discount: R 1408.00eBucks paid: eB 8830ZAR Paid: R 525.00 405769******3495  
Your refund voucher(s)SEND VOUCHERS TO EMAILActive vouchers:1 ResultVoucher numberVoucher pinOriginal amountBalanceExpiry dateEmailFQXWQZZPNCV2R 1, 288.00R 1, 288.0021 Jul [protected]@gmail.comNotificationThe voucher(s) is valid for redemptionwithin 12 (twelve) months of the issue date.

---------- Forwarded message ---------
From: Flysafair
Date: Wed, Jul 21, 2021 at 2:30 PM
Subject: FlySafair - Flight Time Changes
To:

FLYSAFAIR IMPORTANT FLIGHT TIME CHANGES BOOKING REFERENCE: 4OAQPJ Hey MONA We try at all costs to avoid rescheduling flights, but due to new curfew restrictions we are forced to make these changes. Unfortunately these changes have had an impact on your flight⁄s. We apologise for any inconvenience this may cause. New Flight Details: Date & Time: 2021-08-07 at 06:55:00 Route: JNB - DUR Please note that you are not required to make any changes to your reservation, your flight will simply be departing at a new time. When schedule changes are more than 1 hour from the original flight time, and if you are unhappy with the new times, or no longer wish to travel, you have two options available to you: If you would like us to cancel your booking and refund to full in voucher, please click here. To make a free change, please request an alternate flight change. If you pre-booked a seat and/or an extra seat, a seat to the same value would have been allocated to you on your new flight. Please check on our My Booking portal for your seat allocation. If you are not happy with it, you can change your seat to one of the same value you prefer, subject to availability. Alternatively, please call our Contact Centre on [protected] for a refund for your seat booking. We apologise for the inconvenience, especially at such short notice. Thank you for understanding. Kind Regards, The FlySafair Team VIEW BOOKING Our customer support team is available from 7 am to 7 pm, 7 days a week Email: [protected]@flysafair.co.za WhatsApp: [protected] Call: [protected]   Northern Perimeter Rd Bonaero Park Johannesburg, Gauteng, 1619 South Africa © 2020 - Safair Operations (PTY) LTD

My Name is Vuyisile KOKO and registered a claim in April 2021 and the person whom I was communicating with offered R1000 payment to settle my claim and I rejected that. She then requested me to send her proof of qoutes for the stolen item and I complied. Since then my emails are not responded to. Please direct me to the relevant person for my complaint. email [protected]@oldmutual.com [protected]

The CEO - Fly Safair
Dear Mr Kirby
My son (Booking reference C5D6NI and seat 4A) and myself (Booking ref. 2LRXUE seat 4B) were booked on the same flight FA170 on 10 July at 11h35. You have changed the flight time for my flight to 7h35 using COVID restrictions as the reason to do so. However, his remains unchanged. On logging on to your website, I discovered that there were still seats available on FA170 (on 4 Juuly)so I attempted to contact your helpdesk (via email) and whatsapp requesting that they restore my original booking. Sadly I received no feedback!
I then contacted your helpdesk telephonically yesterday (5 July) at approximately 13h00 and spoke to Phumi. She confirmed that there were still seats available on FA170 and kindly restored my original booking. However, she stated that an additional amount of R480, 50 was due and she will get her manager to override this payment and I will receive an SMS and email confirming that my oriiginal booking was restored. It is now 7h00 on 6 July and I am yet to receive confirmation.
The issues I have with all of this is the following:
1. I have been greatly inconvenienced by your organisation - Expecting me to get up at 4h00 to catch a 7h35 flight, time taken to respond to your deceitful change in my booking and the uncertainty you have created in my travel experience
2. It is totally unethical, especially in these sad and challenging times, to use COVID as an excuse to create demand, optimise occupancy and maximise revenue
I am considering making my experience public knowledge as I firmly believe that this is a case of dishonest and grossly unethical business practice by an organisation that is constantly demanding feedback from its customers as they apparently pride themselves in the way they sell their products and provide services.

Sincerely,
Pat Naidoo

PS It is 8 July 2021 and my original booking has not been restored despite contacting the helpdesk (for the second time) this morning and speaking to Lerato

Good evening m Hloniphile Gasa please help I have a problem of my missing weave inside my luggage while I was in the flight from O.R Tambo to Cape town report the matter on your Whatsup line they promise to help me till today couldn't get help, they promise to report the matter to the agent which will do the footage and promise to call me and give me the feedback before the end of that day till today I could receive any feedback, PNR NO:HTBCYY, seat 6D, depart time 11H40 thank you, my phone number is [protected]/[protected]

So, last month I traveled from Jhb to Cape town via FlySafair all was well until I arrived at the Cape town International Airport and noticed that there was a huge crack on my luggage bag. I went to report it at the Swissport office and was given a form to fill in and email back within 2 day, which I did immediately after getting to the hotel but nothing happened. I called them and spoke to a consultant by the name Tlhogi, who kept me on hold until my line got cut, called again and spoke to Tshidi who refused to transfer the call to Tlhogi but offered to assist instead. She explained the cancellation process and advised they I will not get a full compensation as the matter had to be dealt with by an external source, mind you my luggage bag was brand new, part of a matching package and I have nothing to do with either the damage or their internal processes and yet they're offering to only cover a portion of the costs. Moving forward, I got back from my trip(Cape town to Jhb) a few days later and upon arrival I noticed that the damage had gotten worse, went to the Swissport office again and was assisted by Anton/Anthony, he said my claim did not appear anywhere on the system and made me fill the form all over again, which I did and was promised that my issue will be sorted within 10 days. 3 weeks later, nothing had happened so I called customer services and spoke to Happiness who advised that Anton/Anthony's claim was not on the system. She said she needed to find out what the problem was, kept me on hold until I had to hang up myself after about 25 mins and still did not have the audacity to call me back, that yielded no results as well. Called again a few weeks later, spoke to Thokozani and now the the claims that had not been showing on the system after all the many calls was reflecting but the pictures of the damage did not. He advised that I email the pics immediately as someone had been assigned to work on my issue. To this day, 2 months after my trip, numerous calls, emails and speaking to 4 different 5 different consultants, I still have not heard from FlySafair.

I booked tickets for me and my mom who was very ill to travel from East London to Johannesburg on 26 June 221. I decided to block the seat in our row for our safety. Just before we travelled, I realized that I won't cope traveling with my mom alone due to her health condition deteriorating. I called Safair customer service requesting use of blocked seat I paid for. I was told I can't use it. I must book another seat for the passenger accompanying us. In total I paid for four tickets. This is very unfair more so because nothing clearly states that the seat can't be utilized by the payer. I take this as a money making scheme on the part of Safair with no due consideration for its clients.

Today (21 May 2021) I boarded a flight enroute Cape Town (FA 153); departure time- 13:45.

I do not normally complaint but a lady servicing the lines to board was so overly rude I just could not let this one slide. First, it was difficult to take down her name from her badge as the names were small and hidden by a shirt or something. We wanted to take a photo but our cellphones were already packed away. A colleague of hers who we asked said her surname is Dlamini. I am not even sure if this was true.

Three of us were travelling and have been in Durban for 3 days. Our organisation uses FlySaFair as the flight of choice. We run programmes in EThekwini and Eastern Cape and therefore staff fly in & out constantly. In ques at the airport we always under Priority.
We arrive today and find 2 ques. There was no attendant. We ask the others & we are shown the Priority line. We stand the stand there. We see there is a que down the ramp but also see a barrier so we wait to be guided. This lady comes and services the non priority line. We still let her be but after about more that 5 with her back on us I move away from my colleagues to alert her . She tells me we must wait and continues to service the other line. She turns around and asksme who am I tell her what to I must let her do her work. Her attitude was the most appaulling I've ever come across in an airline. Everyone looks around as she raises her voice that I must move as she is busy. I ask her again, "Are you not suppossed to guide all of us and service the priority line?" She tells me not to tell her what to do. By this time the boarding time was running out, the other que was getting smaller and the Priority line was in panick. Everyone was asking what was going on and we were not getting an answer. People moved to the other que as they panicked for boarding. She ignored us as we asked for her name until a colleague told us she was Dlamini. She told me to go ahead and report her she does.
When I boarded the flight I was furious. I was so easy she could have told us where the priority line was, started scanning us or asked for help from the airline.
This attitude & selfiness made the flight to CT so miserable. I never felt so disrespected in a long time.
We will be reporting to our employer and I write a review on each platform unless this investigated and employee taken to task. She cannot be servicing customers with her attitude. She is misplaced in that position.
I would really appreciate and apology from her and the airline.

Kind Regards

I booked 2 flight tickets from Johannesburg to Durban and another 2 tickets from Cape Town to Johannesburg last year. The trips were for April 2020.However due to covid 19 lockdown the trips were cancelled. I requested refunds for these trips and 45% was deducted. Am I not entitled to a full refund as this was not cancelled by me ? I have received full refunds from other bookings that I had with other companions. As far as I know, consumers are entitled to a full refund for covid 19 cancellations.I want a response from flysafair in writing so I can take this matter further. I cannot be held liable for a liability that was not create by me. I have attached copies of the refund vouchers for your reference. Please respond to the following email: [protected]@gmail.com .Hoping to hear from you soon.

My family of 8 travelled this Saturday 27/03/2021 from King Shaka to OR Tambo.
We booked a flight for 17:30pm reached the airport at 16:45pm. We were greeted by an unfriendly Fly Safair staff member at 16:49pm who advised that the gates are closed and we cannot board our flight. I explained that we had no bags to check in and he cannot assist, we requested to speak to a superior who showed no compassion and directed us to the rebooking departments.

Whilst I do understand that we were 4 min late, we could of been quickly directed to check in and boarded our flight with no hassle.

There were 8 members in my family and we were requested to pay a further R2900 to take a later flight.
I am extremely appalled and saddened that an airline condones a flight to be delayed based on reasons on their side yet if a passenger is only 4 minutes late they are refused to board a flight and have to incur hefty costs.

What is the point in being an affordable airline when your staff and company values do not display care and respect towards their passengers.

Due to the pandemic my tickets in Reservation AQUVON were cancelled by FlySafair due to the Covid 19 pandemic.
I have received only now a partial payment of R 7024.98T while I spent R12772.70 on this reservation. This is outrages!
Not only you hold my money since 16Jan 2019. You are not paying any interest, which you earned on my money for more than a year! And you have the nerves to reduce 55%of the payment!
I have not canceled my tickets it is Fly Safair that canceled my tickets due to the Covid 19pandemic, so now this company decided to also penalized me by reducing 55% of my PAYMENT.
After replying that I am not accepting this partial payment and demanded the difference from Safair person; Un'wana Nkuna, I received no further communication on email from this person Unwana Nkuna.
I therefore contacted Fly Safair on their whatsapp where I was notified there is another active reservation which I knew NOTHING about; reservation XYWRBD! they said I can get vouchers for it, to which l refused to, as I am not interested and was never intended to take vouchers. I demanded to be paid the full refund for my tickets
I also requested to send me this active reservation XYWRBD details but received nothing till now!.
I assume that someone obviously massed up with my original reservation!
I demand the deference of my original booking that should have been refunded fully. Safair still owes me R5747.72 on my real booking AQUVON. If it won't get paid immediately into my bank account, then, it will leave me no choice but to sue you in court!
I await your quick resolution by paying me my money ASAP.
Hanna Yarmarkov

Good morning Safair

To whom this may concern, an incident occurred on the evening of 8th February 2021 in Stellenbosch involving one of your Safair Captain's in which case he was highly intoxicated and extremely, aggressively verbally abusive towards myself and others (in front of children might I add).
I have, however, heard that this said Pilot has a reputation for getting worked up and extremely verbal, and I feel violated.
This is not the first time I have witnessed this person get out of hand, and it makes me question whether or not myself and my family are in safe hands when flying with Safair, whom we so very much adore and respect. Unfortunately I am considering reporting to CAA the events of incidents I have witnessed and now experienced due to this individual.

Could you be so kind as to put me in contact with one of your superiors so that I could urgently discuss my concerns with them. It would be greatly appreciated! Thank you kindly for your assistance.

Best Regards
A fellow Aviation friend AND Safair customer

BDWHWC and PWRZVE
We are suppose to fly 7 jan to king shaka but the beaches are closed and the curfew of 9pm we do not wish to go on vacation anymore. Flysafair just send automatic repliea without assisting me, i want a voucher for the 7 tickects which i will use sometime when lockdown is over. Telephone numbers are not working. The state of disaster says that i must get alternative dates/voucher for covid cancellations. If i dont get assistanted my next email will go to the ombudsman.
JH COETZER
[protected]

I've booked 2 tickets with different reference numbers but one has been canceled with out informing me I had to make changes on the second one yesterday and an amount of 300 was paid but I see no changes so I'm not sure what to do tomorrow. I've been trying to call and email them but no response yet.I feel like this airline does not care about us as clients as they not provide us with any feedback, waiting for them to get back at us is frustrating