Budget airline, wolrd-class service

An efficient business model and committed staff = a winning company.

I recently booked a flight for my son and sadly due to his mother's health taking a poor turn, he missed the flight. I called Safair customer services and was informed that the ticket had been forfeited. A fair response. However, the consultant, Remano Govender, was keen to offer a more positive resolution.

Remano didn't make any promises. He spoke to his manager and returned with possible solutions. We were then offered a 50% refund or a reschedule, subject to a medical note. I was not able to confirm a future date and was happy with the 50% refund. Remano suggested that I reschedule on a tentative future date and make changes before the flight should my son not be able to fly then. Thus saving me money.

Remano Govender called when he said he would and kept impeccable email communication. This young man, a customer services consultant, is an asset to his company. Safair went beyond its "terms and conditions" and recognised the human element, its customers. Such service must be noted.