Be Careful When flying FlySafair - Disregard for Ones Luggage

On the 19th of September my 18 year old daughter flew for the first time in her life to Cape Town accompanying a friend to a matric farewell and a made a week holiday of it. Very excited she booked in her suitcase and upon arrival in Cape Town she found our suitcase severely damaged and ripped and the handle no longer retracting. Clearly the case had been thrown or manhandled. She immediately reported this to FlySafair at Cape Town International Airport who gave her an e-mail address to lodge her claim to. We then registered the claim where upon a response was to complete the claim form and provide several documents, i.e. case tags, boarding pass, quotes for the damage, photos of the damage, a copy of my daughters identity document which we did.

We received further e-mail communique to provide further documents, i.e. invoices for the purchase of the flight reflecting my daughters details etc. which we did only to get a very unfavorable and unempathetic response that our claim is rejected as we did not have insurance.....REALLY.

Dear FlySafair : It is rather disappointing that a Company of your magnitude cares so little for its customers luggage yet alone the customer. Had you stated from the onset that no insurance was taken, which we did not know was a requirement for the suitcase, we would not have bothered lodging a claim in the first place , yet you gave us the runaround requesting several documents, obtaining quotes, etc. including a copy of my daughter's identity document. Please ensure you destroy any and all copies of my daughter's identify document sent to ensure it is not used in a case of identity theft. Your level of incompetence has now placed my daughter at risk for no reason. Please could you advise once this has been conducted. To date no response has been received. I am now sensitizing FlySafair passengers to make ensure they insure their suitcases due to FlySafair's staff's lack of care for another persons property / belongings. It is further my understanding then that if one does not insure your suitcase and FlySafair loses such suitcase / luggage that they will simply shrug their shoulders and say, "oh well, sorry, you did not have insurance so your loss..... "

SHAME ON YOU FLYSAFAIR. Very disappointed and would not fly with you unless I absolutely have to.