Complaint Regarding Damaged Baggage – Reference Number: 8VH21Y

I am writing to formally lodge a complaint regarding my recent FlySafair flight on 8 September 2025 from Cape Town to Johannesburg (Reference Number: 8VH21Y). Upon collecting my checked-in luggage, I discovered that the zipper had been damaged and the padlock was missing—despite having securely locked the bag at check-in. This breach of security is unacceptable, and I have attached proof of the damage. I have since received a response citing the airline’s terms and conditions, which state they do not reimburse for such damage. This policy is deeply concerning, as it suggests luggage can be mishandled without accountability. It is unacceptable for customers to be left with damaged property and no recourse. I urge that this matter be investigated and properly resolved with the seriousness it deserves.