Complaint Regarding Flight on FA113 harassment, bullying, BAD service

Dear FlySafair Customer Service,

I am writing to formally express my deep dissatisfaction with the experience I had on my recent flight from Johannesburg to Cape Town on 26 August, departing around 6 pm and landing at approximately 8:30 pm.

I had booked a premium seat, expecting a comfortable and hassle-free journey, especially since I have a medical condition that necessitates special accommodations. Unfortunately, my experience was far from satisfactory for the following reasons:

1. **Seat Assignment**: I was given a seat next to a very large woman, which made it extremely uncomfortable for me to move from my window seat. This was not the premium experience I had paid for.

2. **Lack of Refreshments**: Despite booking a premium seat and expecting premium service, I was not offered any refreshments. An entire aisle, including mine, was completely missed. When I requested water around 7:30 or 7:45 pm, I was told that service had ended and I could not even purchase water. This is particularly concerning given my medical condition, which necessitates regular hydration.

3. **Meet and Assist Service**: I had specifically booked meet and assist services due to my medical condition, yet I did not receive this service at the Johannesburg airport. This is a serious oversight and caused me significant stress.

4. **Harassment and Bullying by Staff**: I was shocked by the behavior of the cabin crew. After my request for water was denied, I was approached by multiple staff members who, instead of addressing my needs, proceeded to confront me about my “attitude.” A male staff member even accused me of being hostile, which I found deeply upsetting. This behavior felt discriminatory and completely unprofessional.

5. **Inadequate Response via Facebook**: When I raised these issues on your Facebook page, I was met with a dismissive and inappropriate response, placing the blame on me. I find this completely unacceptable.

This experience has left me appalled at the level of service provided by FlySafair. I fly frequently and have never been treated with such disrespect and negligence on any other airline. I am extremely disappointed and feel that my medical needs and customer rights were completely disregarded.

I am requesting a thorough investigation into this matter and a formal apology for the way I was treated. Additionally, I expect appropriate compensation for the distress and inconvenience caused during this flight.

I look forward to your prompt response to this serious complaint.

Ps many had a bad experience with this airline as posted the video to TikTok as a warning to others with specials needs

Sincerely,

Ms gold