Bad Service

To whom it may concern@flysafair

It is with great disappointment that I find myself having to write this email, however, after careful consideration, I realized I have to as I do not wish for what has happened to us to happen to anyone else. ***25 @20:35

On 04/09/2023 my husband and I were traveling from Cape Town to Johannesburg from a vacation and we were treated with the utmost level of disregard and disrespect. To give context, my husband and I arrived on time and had spent some time in the slow lounge before boarding the flight and when we arrived at the boarding gate our boarding pass was requested. My husband searched his emails and took some time to locate the boarding pass and eventually he was successful, as such we were requested to step aside while we looked for the boarding pass, please note that it was the first time we ever received the boarding pass on WhatsApp hence we could not easily locate it. Once everyone in the queue was assisted, we provided our boarding pass to the ladies and the lady who asked to step aside rudely responded that we would not be allowed on the flight. She discourteously dismissed us and said we were rude and as such could not board. This was a shock as we had now located the boarding pass and had explained why we failed to locate it, we were then so frustrated because it was the last flight of the night and the other ladies were really feeling sorry for us but then i guess they were scared of the other lady who turned us away.

We further took the matter up with management and to our frustration, he too approached us with arrogance and attitude, firstly he said we need to to delete the video that we took and we showed him the phone that there was no video it was our brother who was face timing us to check if we’re still okey , he then said we are going to pay for the ticket back to JHB, He continued to disrespect us without understanding our grievance. After so much distress, the manager agreed to replace the tickets as he acknowledged the wrong that was done to us, in his defense he said he was sorry he did all that just to test us thats he works to see if we are for real and now he could see that we did nothing wrong , he and he continued to book for our tickets for the following day , mind you we are not from Cape Town .This resulted in us being booked on flight which was the earliest flight on the next day. Mind you this was the last flight to JHB and we are not from Cape Town we were only there for vacation , we spent an hour sitting on the benches at the airport stressed and all trying to book a place for the night….. We had to incur more costs for Uber to travel from the airport and back, as well as accommodation.

As a result of all of this, my husband missed a very important meeting which has resulted in more stress.

We hereby request that this matter be dealt with accordingly, We require a serious disciplinary action against that employee. In fact it was easy. I would really like to meet that employee face to face and try to understand why she had to be so cruel to us without any provocation ? Why did she have to misuse her powers that she has at work towards people, what she did to us was so inhuman i don't wish it even to my worst enemy. Please watch and listen to the footage Reimbur*****t for the extra costs we incurred as a result of this ordeal .

I’ve sent emails and WhatsApp and no one is getting back to me