****py customer service at its best!!!!!!!

I was highly disappointed on your staff working on 20/3/2018 for flight FA103 at 20:15. In particular Poppi Nkosi who treated my mom like garbage.

I, my aunt and my mom had reported to the airline that she was in the security checkpoint at OR Tambo to the airline. The security ran with her carry-on luggage (which she was made to pay for on the subsequent flight booked for the morning of the 21st of March even though the bag was small and well below the threshold KG’s) to ensure she would making to the boarding gate as she is elderly and cannot run. The airport security alerted Poppi to the fact that my mom was following behind but could not run as fast due to her age.

as she arrived at the boarding gate she was told she couldn't go through as the bus had left. Poppi together with the man who identified himself as the team leader on duty for the night shift were so rude to my they brought her to tears. No effort was made to get her on to the flight despite the fact that the flight was on the ground and only left 30 minutes post the continued abuse of my mother. Poppi knew that my mom was running late but only catered to two passengers with a similar issue 2 minutes prior to my mom arriving at the boarding gate. My aunt who was inside the flight had already on numerous occasions kept in contact with Poppi to update her on my mom’s whereabouts. I had checked my mom in online yet no out loud call was made at the airport by the boarding team to call out my mom that the gates were closing. All of this despite the fact we had alerted the team.

Further to not allowing her to board the flight she was not assisted to rebook a flight as a common decency in her teary state as she had no place to sleep. She had travelled for 4 hours from Dundee (Northern KZN) to OR Tambo to catch this flight. No sympathy was shown by Poppi and the boarding team to such a point that Poppi Nkosi told my mom to her face that she "did not care where she sleeps and that her only focus was to not lose her job and also she needed to now go and catch the bus home".

Even when I tried to reason with Poppi Nkosi she told me I should think of her family and not waste her time.

I am horrified by the treatment my mom received from FlySaFair especially Poppi Nkosi and cannot believe that she is employed in a customer servicing role.

Needless to say despite all of this I was forced to pay extra for a new ticket as eventually I asked security to help my mom book another ticket. This I had to facilitate via telephone past 9pm. Your ticketing station did not swipe and she had to go get cash at an FNB atm as I sent her an eWallet as there were no ABSA atm's in sight close by. Thankfully she was able to book a ticket for the morning and I had to ask mates I knew from Varsity to house her for the night in Joburg as she had no place to sleep.

I am deeply appalled that she was mistreated so badly and no care was shown for her situation. She is not that savvy when it comes to air travel and Poppi Nkosi and her team took full advantage of that as she even **** to me stating she was a manager when I asked for the manager in charge for that day, only to find that she was actually just a passenger service agent. She was not only rude, she is also a **** with no compassion let alone an ability to display client centrism.

I also logged an absolute poor for the service received on your survey and was assured I will be contacted yet it's been four weeks and still no call. The continued poor experience regarding booking reference IVFZPO still continues.

****py customer service at its best!!!!!!!

Regards Ndumiso Masala