FlySafair / Safair Operations
reviews and complaints

Was flying from Durban to Cape town with my 3 kids
Flight time:14:00
We arrived at 13:30
On our arrival, the first assistant asked us to speak to a group of assistants
Coming towards them, I heard lady saying, "guys look here they come"
We asked to be assisted, we were told it's too much work
No remorse after begging so much and I had to pay R1700 I couldn't cancel our holiday
I've used FlySafair before, I've never felt so humiliated
Yes, we were late and I had explained why but still I feel if they were sincere they would have assisted us
The gates weren't closed yet

Hlengiwe Zikalala
[protected]@gmail.com
[protected]

Flying with your airline on Wednesday evening JHB to DBN @ 18:05 ICCHQC was pleasant up until myself and partner ( Natalie Cornelius & Andrea Lazzari) got asked if our hand luggage could be taken and we would get it as soon as we got off the plane which at first we weren't happy about but thought "what's the worst that could happen". We were given tickets for our bags and got told we would get them as soon as leaving the plane. This assurance meant absolutely nothing as when we left the aeroplane the bags were just lying outside the door completely unattended and which made it possible for anyone to walk by and take anyone's bag. As if this was not enough and very unprofessional, I got to my destination and unpacked my things, only to realize my bag was gone through and my Phone Charger and packet of cigarettes were taken out my bag. Now this may not seem like a big thing but feel no bag should have been taken from us in the first place as it was hand luggage! and then for the bags to have been gone through is an invasion of privacy and is not acceptable. Replacement of my Samsung S7 fast charger is R 399:00 and cigarettes R 48:99 again which does not seem like a lot but that puts me out of pocket of R 447.99 unnecessary. Not to mention the fact that our privacy was invaded. Your staff could have taken anything they wanted from us which is not what we signed up for when flying with your airline.
Very unhappy and if given the option I will not be flying FlySafair anytime soon again.

Good Day

I hope this mail finds you well. I am writing this email to complain about an appalling customer experience at the Cape Town Int airport headed to Lanseria. My flight was departing at 06:20am. When I got to the agent to drop my bag I was told the flight had already closed. I had been in the queue and no announcement was made to inform the customers the flight had closed. The lady who was assisting me called her supervisor Lucas, the supervisor was very dismissive and claimed he announced that the flight is closing. At no time did he announce it to the passengers in the queue the flight was about to close and the lady who was assisting me was not aware of it. I went on to further explain to the gentlemen that I was just dropping my bag as I already checked in, but still he insisted that the flight is closed ill have to book the 10:40 am flight.

I found the staff to be disrespectful in the way they addressed me, also they did not factor in the fact that they did not tell us the flight was closing. I then had to take my bag in with me when I had paid money to check it in. Please bare in mind that I had a choice of three airlines when I booked my ticket, I chose Flysafair because I have had a good experience but sadly today I experienced the latter. I see no point in using the airline in the future due to the bad customer service I received that morning. Please train your staff on customer service as they are the face of the company. Customers nowadays do not go for brands but rather their customer satisfaction, which is built up on their experience. If your customers will be subjected to such an experience, then flysafair is not living up to its values.

Kind Regards,

Zoliswa M Gidi (ref GCHXYH)

[protected]

Good day. Ref lsxuuz to CPT at 17h55 on 29/9/2019. I missed the check in by 2 mins 17h17 due to traffic jam to get to departures at ORT. Not to mention the long queue and empty check in stations. Nonetheless safair refused to listen to reason or to allow access and I had to pay R300 to be placed on standby for another flight. These were circumstances beyond our control as there was a few of us who missed the 17h15 cut off but it was rather used to make extra money. In addition when I found another flight, they refused to refund the R300. I have used various other airlines that would have considered these type of circumstances within reason but safair is the worst by far.

Flight fa128 reference mpousb. Priority boarding refusal, for which I paid. Whats more I was called a liar, as loud as possible, by the ground steward manning the gate, without any form of provocation whatsoever from my side, so everyone could hear (defamation of my name in public). I find this very unprofessional. I paid for something I did not receive. This is theft. I want this investigated and I want compensation for this insident.

Safair you disappoint me ! Absolutely no customer centricity or care for your travelers I have a flight booked for 16:40 on the 27th of September and get notified at 14:50 that my flight is delayed by this time I'm already at the airport and my flight is delayed by almost 3 and a half hours. I now have to now sit and wait for my flight till 8pm! Ridiculous!
Flights have been delayed since this morning the least your airline could have done is given sufficient notice

We were on flight FA223 ftom Cape Town to Johannesburg. There was a young child and mother both black and the baby was very scared. She took the baby and even started crying. Then a white air hostess with the name of Faren came and she was so rude and ugly and yelled that the passenger started crying. They forced the baby in the seat. I am a white female and this was so terrible it has nothing to do with race your air hostess has no humanity. The air hostess came back after the seatbelt sign was off and was again taking on the lady. It was so sad that I started crying. I never felt so bad for a passenger befor. With an air hostess like that I will never fly with safair again. And I will post it on facebook aswell. Faren the air hostess is a disgrace.

I booked Mr G Lyons and his wife with you and paid for an extra check-in bag online.
Glenn and his wife's ticket included check-in luggage each as well as priority booking.
That makes THREE check-in bags altogether
I have received an email from SAFAIR confirmed this.
When he got to the counter today to hand in his check-in luggage, your staff member told him that he was only allowed 2 bags.
When he tried to explain that an extra one had been booked and paid for today as well as confirmed by SAFAIR via email she interrupted him and was extremely rude to him and would not allow him to check-in his 3rd bag.

The flight controller closed the flight, although I was standing in line. Although I had checked in, I was not allowed to drop my bag after the four minutes that elapsed whilst standing in line.

Upon querying this, I was met with rudeness, cruelty and disgusting smugness. The controller refused to admit that I was standing in line waiting which caused the 4 minute delay, even though the couple who was standing in front of me testified that I was there. He could not take responsibility for his mistake and retaliated with rudeness.

I was not permitted to drop my bag. And had to purchase a new flight which led to a butterfly effect of basically my entire week having to shift.

I am seriously disappointed in the behavior of the safair ground staff.

Good day,
we had a bad experience in FA411 from King Shaka International airport to OR Tambo International airport. it was an early flight but the aircon was too high and very cold. I raised my concern to the one of the Air hostess but nothing was done. the trip to Johannesburg was too long. My 7 year daughter was sneezing all the way, as a result she became sick from that cold. I am so disappointed not understanding why an early flight in a not hot time the aircon can be that high and nothing was done about it.

Regards
Nolitha

Good Evening

Or should I say bad evening. I am submitting this complaint to Flysafair as a regular and loyal client. I make use of this airline on a regular basis, as often as twice a week and are appalled by the service received form the staff at the Port Elizabeth Branch, namely Whitney.

I usually make use of your airline for business purposes and tonight I am making use of Flysafair for private travel. When travelling for business, I usually pack a slimline bag and laptop backpack for my weekly travelling. My usual modus of operandi is to check-in online and bypass having to deal with any of the ground staff. Going through the boarding gates with this luggage is never a problem.

But the night that I pay extra to book in another bag. I am asked to pay a further R250-00 to accommodate the luggage that I usually have onboard every week. The supervisor on board was not accommodating either. To give you a better ideaI had to pay for extra luggage twice to accommodate only two bags amounting to the GRAND TOTAL of only 14kg's!

I am not impressed at all at how this was handled, and was basically forced to pay the extra R250 so I could board my flight KXMJBV. I need this to be addressed asap as I do not feel that I should have been charged extra.

Looking forward to this being sorted out amicably.

Kind Regards
Geniene Masher

[protected]

Rude & arrogant staff
Had to bring husbands car to ops as he will arrive in johannesburg from juba way after midnight. Nobody to accompany from security to get upstairs to staff who noticed me from upstairs. Eventually found a way to get inside just to be treated like trash by an idiot alan. No manners whatsoever towards family of a staff member who works for safair for donkey years. The most lazy & unhelpful bunch in operations. Not the 1st time this happened. Disgusting to say the least.
Suzette bezuidenhout
[protected]

I booked a return flight on 09 July 2019 to Cape Town when the website accepted my credit card details then timed out. The money was debited from my account but after 4 hours I have received no payment confirmation or flight details.

For hours I have tried contacting FlySafair. What a nightmare. Either the phone cuts after you've been on hold for 30 minutes or the line is engaged.

I've Whatsapped as per the IVR messages and emailed and no-one has responded.

What an awful experience from an airline that claims they've been operating for more than 50 years.

There is zero customer service from this airline.

This is my third bad experience with FlySafair and as a brand they do not live up to what they profess.

I would like for them to 1. respond to queries and 2. either cancel my flight and refund me or send me my flight details.

During a very turbulent flight, my mother, Pam Murray was extremely anxious, she was crying when the plane couldn't land and spent an extra 15 minutes in the air at pe airport. No one comforted her! It was pouring with rain and there were no sheltered walk ways, so my mother was traumatized and soaking wet when she finally made it to her lift home. Despicable service! Up your game! Flight FA 132 at 4:20pm to Port Elizabeth.

Dear Sir / Madam

I am total disapointed in Safaire for the reasons below:
I had a booking Confirmation No NYZQHG return Flights DBN to JHB (OR Tambo) yesterday 9/5/19. Departure from Dbn @ 07h40.

I left Scottburgh on the south coast at 5.30 and due to traffic arrived at your check in counter @ 07h05 and was refused to check in no matter how much I tried to explain or plead.

I was instructed the I would have to take the next flight FA 261 for which I was charged an addional R400.00. I then proceeded to check in and went through to the boarding gates only to find my original flight for 07h40 was still boarding. This was the case with another lady who also had traffic problems and she had just traveled from Umhlanga Rocks.

I understand that you have terms and conditions however if I was 30 minutes late for check in was was going to delay the flight I could appreciate your position however the original flight was still boarding.

On my return flight I had plenty of time in Jhb and wanted to complain however there is no complaints department and the staff at the check in and sales counters can not / will not assist.

I feel this is not the way to treat cliental therefore will not be using your services in future and advising all of the people around me of the poor service and can not recomend your airline.

Many Thanks

Bryan Searle
[protected]

Good Day, I was travelling on flight FA290 this morning. Upon arrival in Cape town I found, when collecting my sons pram it was broken. Your 2 assistants at the Cape Town international airport did not assist nor did they check our tickets that we took the correct bags/luggage. We then proceeded to swiss port and was advised by their manager Mario that they cannot make a call as they do not have spare strollers. He then called Stacy from FlySaFair who said over the phone that we should use the broken pram without even seeing the damage. We then insisted that we see Stacy and he said that she advised ahe is busy and cannot see us. After making it clear that we cannot wait for 7-14 working days as we have a paid holiday of which the incompetance of FlySaFair we got to carry our 1 year old son around now due to your staff breaking the pram. I asked Stacy for her manager or her managers contact number Morne who she advised cannot assist us as he is offl duty and only worka Monday to Thursday. We apent about 1 hour waiting for tracy and missed our airport shuttle as well. Your urgent assistance to get the pram fixed is required as well as the compensation for the additional expense waiting for incompetant manager on duty.

I've had the misfortune of 2 bad check in services at King Shaka airport in one week.

1. I checked my baggage in and proceeded to check myself in for a flight to Cape Town. I was pass the initial scanners and reached the gate less than a minute after the doors had closed. People were still on the ramp to the plane and ground crew were still busy with the flight. My seat number was number 2 (a few steps from the door).
The lady refused to let me on and told me there was nothing she could do.

I walked to the furthest end of the airport to the less than useful SAFAIR counter where I was told I needed to wait for my bag to be offloaded. In that time I was told I need to forfeit my ticket because a travel agent booked it on behalf of the company I am affiliated to.

I was at the door at 5.04. The flight departed at 5.15.

2. I flew safair with my kids previously and had scanned unabbridged birth certificates which clearly reflects my name and ID number on all.
I also have my original ID
At the check in this morning I am told a printed copy is needed. Really? In the face of the 4th industrial revolution and in a paperless era?
Again I ran halfway across the airport frantically to reach your unhelpful counter so the documents could be printed all while my minor kids waited at the gate.

I then ran all the way back where the printed documents were not even looked at for longer than 3seconds.

Please do not patronize me with explanatory emails as was done previously. This is a ridiculous abuse of patrons.

Good day,

I wish to make a complaint about the above mentioned flight.

It was supposed to leave at 14:00 hours on the 5th April, due to an issue with the plane, it did not leave until 18:00 hours.

This significant delay resulted in me missing an international flight to London.

This was a very stressful situation for me as I needed to be back in England to celebrate my 40th birthday on 6th April with my loved ones.

The international airline i was travelling with couldn't offer me a another flight until the day after my birthday. i felt i had no alternative but to book another flight home, at a cost of 6291.68 ZAR.

I feel that the failure on behalf of Safair deserves compensation for the stress caused not to mention the additional cost to me.

I look forward to hearing from you in the next 14 days.

Regards

Peter clark

I was on the morning flight from Johannesburg to East London. I had a cable tie on my bag and it was cut open. A collegue I was traveling also had her cable tie cut and her watch was stolen out of her bag . Only noticed this when I got home.
This is not the first time this is happening and it is very frustrating. something should be done about the theft that is taking place

This is the query I made via e-mail to Safair on 28 January. I have received no response despite a few reminders.

"Good day

I booked flights for my mom and myself from East London to Johannesburg for 21 December 2018. As we were unable to use them at the time we presented ourselves at the airport and advised them that we could not use those tickets that day. We were advised that the tickets could be used within 6 months but that we needed to advise them then and there of an alternative date to use the tickets and we would also need to pay an additional R400.00 to change the ticket dates. We were unable to advise of an alternative date at the time.

Does this mean that we now have to forfeit our tickets even though they were now able to sell them to someone else as they were aware that we would not be using them that day without us being refunded in any way? The total cost of the tickets was R1698.00. The ticket references were NYBCDI and XAIKKZ.

Please advise if the information we received is correct.

Regards

T J Dowling