Appalling Treatment of Disabled Passengers by FlySafair Staff at Cape Town International Airport

I’m writing to express my deep disappointment and outrage at the shocking and undignified treatment of two elderly disabled passengers at Cape Town International Airport while flying with FlySafair on the morning of 28 April 2025 (Flight FA-840, Booking ***).

We arrived at around 05:10 to check in three passengers:

A 58-year-old woman (non-disabled),

A 76-year-old woman with limited mobility who uses a walking frame,

A 68-year-old above-the-knee amputee who uses a wheelchair.

After check-in, we were directed to the designated assistance waiting area (the “glass room”). My husband and I stayed to help settle the passengers and ensure they were assisted properly.

At around 05:40, a FlySafair representative, Ms. B. Tabata, entered the area. She did not greet or acknowledge anyone and spoke only to another passenger. When she approached our group, she asked for a boarding pass and then, speaking only in isiXhosa, told the 76-year-old disabled passenger to get into the wheelchair. I explained that she does not understand isiXhosa and asked Ms. Tabata to speak English for clarity—but she ignored the request and repeated herself in isiXhosa.

When asked what would happen to the passenger’s walking frame, Ms. Tabata callously suggested she "carry it on her lap"—a response that clearly showed no understanding or training in disability support.

When we asked again for clear communication, Ms. Tabata walked away without explanation. We were left in the waiting area with no update for over 10 minutes. With boarding time approaching, I asked both Ms. Tabata and her colleague Ms. P. Ntsini for help. Ms. Tabata continued to ignore me completely. Ms. Ntsini vaguely said they were waiting for someone, but this was never communicated to us earlier.

When I expressed my frustration, it was clear that neither staff member understood the seriousness of their behavior. It was only when I insisted on speaking to a supervisor that a check-in agent stepped in, was visibly shocked, and assisted us professionally—checking the walking frame and apologizing on behalf of the staff.

This experience was stressful, demeaning, and unacceptable, especially given the vulnerability of elderly and disabled travelers. FlySafair and Cape Town International Airport claim to treat disabled passengers with dignity and care, but our experience was the exact opposite.

If you are going to travel any time soon, I would suggest using a different airline when flying from Cape Town International airport.