Absolutely appalled by the service received from FlySafair.

Absolutely appalled by the service received from FlySafair.

I booked and paid extra specifically for front seats in Row 5 for myself and my mother. When trying to check in online, we were suddenly moved all the way to the back of the plane with absolutely no notification or consent from us.

After calling customer care, the first consultant I spoke to was incredibly rude and dismissive. Instead of acknowledging the issue, she insisted that because I had apparently changed my flight by 5 minutes, the seating change was justified. That explanation makes absolutely no sense, especially considering the airline itself had a schedule change which customers were never properly notified about.

If customers are paying extra for specific seating, those seats should not just disappear because of internal airline changes. The complete lack of accountability and empathy from the first consultant was shocking.

Thankfully, the second consultant I spoke to was far more professional, apologised for the inconvenience, and arranged vouchers for the paid seats, which I appreciated. However, that does not erase the frustration, stress, and poor treatment experienced beforehand.

Very disappointed in how this situation was handled overall. Customers should not have to fight to receive services they have already paid for.