Concern and Caution Regarding Recent Experience with Safair

I would like to share a recent experience in the hope of preventing other passengers from enduring a similar loss.

In August, I travelled to KwaZulu-Natal with my 16-year-old daughter for the weekend. My daughter packed all her belongings into a small hand-luggage bag, which met the airline’s weight and size requirements. The main compartment was locked, but the front pocket—containing a few valuable items—was not, as she had no intention of checking the bag in.

Just before boarding, the ground crew instructed her to hand over her bag, despite it meeting all carry-on requirements. Being a polite and somewhat shy teenager, she comp**** without question. Upon arrival, she immediately noticed that the front compartment had been opened and her belongings were missing.

We reported the incident to Safair and the police immediately. Safair indicated that the surveillance footage would be reviewed the following day—unfortunately, a delay that may have hindered the investigation. It has now been three months since the incident, and Safair has offered compensation of only R250, despite the actual loss being significantly higher.

While I understand the distinction between airline and airport responsibilities, I strongly believe my daughter was targeted due to her age and demeanour. The incident occurred on the ramp leading directly onto the aircraft—an area where Safair staff should provide passengers with a reasonable expectation of safety and accountability.

I urge Safair to reconsider how such situations are handled and to ensure that passengers’ personal belongings, especially those forcibly taken for gate check, are safeguarded. I also wish to caution fellow travellers: if your hand luggage meets the airline’s size and weight limits, do not relinquish it, as it may not be secure once handed over.