Damaged Baggage and Poor Customer Service – Unresolved Complaint

I will never fly with Safair again or recommend them.

They completely broke the handle off my bag, yet the way this has been handled is unacceptable. I emailed them multiple times with no response. I then had to go to their office at the airport, complete forms, and even go to the police station to obtain documentation.

After submitting everything, I was told to resubmit all documents in JPEG format. Despite Safair damaging my bag, I have had to do all the follow-up work myself.

When I eventually received a response, I was simply told that they do not replace bags if the handles are broken off — even though the damage occurred while the bag was in their care.

This entire process has been extremely frustrating and disappointing.