Lack of Customer Service and Extremely Rude Staff

OR Tambo Airport Flight Details: 25 & 28 December – Durban (KSIA) ↔ Johannesburg Airline: FlySafair Passengers: Myself, partner, and 5‑year‑old child

I am lodging a complaint regarding the unacceptable treatment, negligence, and financial prejudice my family and I experienced at OR Tambo International Airport and by FlySafair staff on 28 December, which resulted in emotional distress, missed flights, and forced additional expenses.

This complaint relies on my rights as a consumer under the Consumer Protection Act 68 of 2008 (CPA), specifically:

Section 54 – Right to quality service Section 55 – Right to safe, good-quality goods/services Section 56 – Imp**** warranty on services rendered Section 14 & 47 – Fair and honest dealing Section 48 – Prohibits unfair, unreasonable, or unjust conduct 1. Summary of Events

Arrival (25 December)

On 25 December, I flew from Durban to Johannesburg using FlySafair. My hand luggage was checked and accepted with no issues whatsoever.

2. Events on Return Flight (28 December)

2.1 Arrival at Airport

My family and I arrived 2 hours before our 6:00 PM FlySafair flight. Due to a long queue, we completed online check‑in and proceeded directly to security. 2.2 Security Interaction

Once our bags passed through the scanner, a security officer claimed that one bag was “too big.” I explained clearly that this was the same bag previously accepted on 25 December.

The officer refused to accept this and called a supervisor, who:

Did not approach or communicate professionally. Used hand gestures from a distance to dismiss us. When I approached, she responded rudely, spoke to colleagues in vernacular while laughing, and repeatedly refused to help. She refused to provide assistance despite my explanation that my flight was imminent. She stated there was “nothing she can do” and refused to involve the duty manager. This interaction took over 15 minutes, directly contributing to the missed flight.

2.3 Managerial Breakdown

After insisting, I was allowed to speak to her manager by phone. she instructed the security officer to escort me to FlySafair for assistance.

She walked a short distance, pointed vaguely, and left without ensuring handover.

3. FlySafair Staff Conduct

Upon reaching the FlySafair check‑in area:

The staff told me that check‑in was closed, despite the delay being caused by airport security staff, not me. A voice from the side shouted, “The bag is not allowed!” I later discovered this was the FlySafair supervisor. She refused to approach us, engage respectfully, or assess the situation. She handed me a crate and said: “The bag must fit in here.” I placed the bag inside the crate and proved that it fit. Her response: “But the bag is not allowed.” This is contradictory, unreasonable, and in violation of the CPA. She offered no assistance, no solution, no escalation, and refused to provide her name, claiming she was “the boss.” By this time, our flight had departed, and we were left stranded with a 5‑year‑old child.

4. Forced Financial Loss

At the ticket desk, I was told I only had two options:

Pay R2,100 per person for guaranteed seats on the next flight Pay R300 per person for standby, with no guarantee With no accommodation, no assistance, and a young child, my family and I were forced to pay the additional amounts plus a fee for the same bag that had already been accepted on the outbound flight.

This situation is directly due to airport staff delays and FlySafair supervisors refusing to assist.

5. CPA Rights Violated

Violations include:

✔ Section 54 – Right to Quality Service We did not receive service carried out with reasonable care, skill, or within a reasonable time.

✔ Section 48 – Unfair, Unreasonable, or Unjust Conduct We were denied assistance, spoken to disrespectfully, and given contradictory and arbitrary rules.

✔ Section 47 – Overbooking / Overselling / Failure to Honour Bookings Our seats were effectively denied due to staff negligence.

✔ Section 14 – Fair and Honest Dealing Both airport staff and FlySafair supervisors displayed dishonesty and refusal to assist.

✔ Section 55 – Right to Safe, Good‑Quality Service As a family with a young child, being stranded due to inconsistent and negligent behaviour violates this section.

6. Emotional Distress

This experience was traumatic for my family:

My partner and 5‑year‑old child were distressed and exhausted. I was subjected to humiliation, rudeness, and unprofessional conduct. No staff member attempted to show empathy or resolve the issue. 7. Requested Resolution

I am requesting:

A. Full Refund of Additional Fees, including:

The R2,100 per‑person rebooking fee OR standby fees Luggage fees Any other amounts charged due to this incident B. Formal Acknowledgement and Apology

From:

Airport security management FlySafair management C. Assurance of Action Taken

Including:

Review of CCTV Staff retraining Identification and corrective action against the supervisor and security personnel involved D. Compensation

For:

Emotional distress Disruption Time lost The trauma caused to my young child As protected under CPA Sections 54 and 61.

8. Conclusion

This was one of the most distressing travel experiences my family has ever endured. The combination of:

Poor treatment Contradictory rules Staff refusal to assist Lack of professionalism And financial exploitation …is unacceptable and ********.

I trust that both FlySafair and ACSA will investigate this matter urgently and respond within 10 business days, failing which I will escalate the matter to:

The Consumer Goods & Services Ombud (CGSO) Air Services Licensing Council CAA Complaints Department Small Claims Court under CPA Section 69 Sincerely, Joash Charles *** ***