Abandoned in a Crisis: FlySafair’s Cold Response to a Loyal Customer

Dear FlySafair,

I am writing this message with a heavy heart, deep frustration, and overwhelming disappointment.

I had a confirmed booking with your airline, made well in advance. Due to the sudden and devastating floods in the Eastern Cape, I urgently needed to change only my departing flight. I had no intention of cancelling the return leg. While trying to navigate your app to make this change, I mistakenly cancelled the flight. The app’s interface was unclear, and the pop-up provided no visible warning about cancellation charges or terms and conditions.

Realizing the error immediately, I contacted your support team, hoping for understanding and assistance. Instead, I was met with cold, robotic responses from an agent named Athenkosi Mhlafu. Every reply I received felt scripted and indifferent. There was no empathy, no effort to understand my situation, and no willingness to help. I was simply pointed to terms and conditions I never saw on my screen on the app.

To make matters worse, all he did was issue a voucher after deducting cancellation fees, and outright refused to reinstate the booking, even though I reached out immediately after the mistake. I pleaded for the matter to be escalated to someone more senior—someone I could reason with—because it felt like I was talking to a brick wall. But I was told there was no escalation process, which I find incredibly hard to believe for a company of FlySafair’s size. Surely there are team leads, supervisors, or department managers who are empowered to make judgment calls in exceptional situations.

I have flown with FlySafair many times. My family and I have always chosen your airline for local travel. But now, in a moment of real need—when I am trying to get home during a natural disaster—I am treated with complete disregard. No flexibility. No compassion. No humanity.

Is this what FlySafair stands for? That even in the face of a crisis, there is no room for human error? That loyal customers are met with cold policies and emotionless responses when they need help the most?

I am devastated by how this was handled. I expected better. I deserved better. And I sincerely hope this message reaches someone who still believes in basic human decency and customer care.

Sincerely, T.Lali