Damaged luggage

'Flysafair' Luggage destroyed N NOSIPHO MAJOZI to Support Apr 1Details

Good morning

As I am typing this email I am very angry with Flysafair and don't think I'll ever book it again. I boarded on the 25th of March from Lanseria to Cape Town and came back on the 27th of March. At the Cape Town Airport I checked in my bag then boarded, only to arrive at Lanseria Airport not to find my luggage there. I filled in a form for Lost luggage and was then told my bag was still in Cape Town. The man that was assisting me (Jan B Potgieter) told me the bag will arrive with the Kulula flight which landed at 10, so they will deliver my bag the following morning. I waited for the delivery until 8 at night and decided to call them and was told the luggage was still at the airport and thats when I decided to go fetch it myself because it had my clothes inside. When I arrived there I was so shocked, my luggage was missing a wheel and was cracked. When I got home I checked and saw that I was missing my wifi router which I put inside the luggage because it had no battery. The guy that assisted me which I did mention above said he already reported it and should wait for 14 days, I was not given a case number or reference so that I can follow up on the issue and I have not received a call or text or email to update me. I will attach the images of the luggage as well as a copy of the firm that I had filled in. I must say I am very disappointed in flysafair services. I hope I can be assisted with this asap because I have to go back to Pretoria where I stay with a ruined suitcase.

This was their response

Enquiry Inbox N NOSIPHO MAJOZI Good evening Hope this finds you well. I am going to Cape Town Friday from Joburg and would like to know do you check for vaccination certificates?... A Azemahle Pali (Support) ##- Please type your reply above this line -## [image: FlySafair - For The Love of Flying!] BOOK FLIGHTS | CHANGE BOOKING | LOW-FARE FINDER | SAFET... A Andrea January (Support) to me Apr 6Details ##- Please type your reply above this line -## FlySafair - For The Love of Flying! BOOK FLIGHTS | CHANGE BOOKING | LOW-FARE FINDER | SAFETY PRECAUTIONS Your request (***) has been updated. To add additional comments, reply to this email.

Andrea January (FlySafair)

Apr 6, 2022, 14:46 GMT+2

Good day, Your below email was received thank you for reaching out. We are so sorry to hear what has happened with your luggage. And the inconvenience caused. This is not the type of our service we would like to provide to our passengers as we pride ourselves on customer service. Unfortunately not looking to pass the buck this is not an airline fault but being your choice of carrier we would like to extend our apologies to you. It is possible that your luggage may not be loaded onto the same flight that you take as a result of operational matters beyond our control. In this case we agree that: a. You will not hold FlySafair liable for any damages or consequences of not having your items with you. b. FlySafair shall use its best efforts to find and transport your luggage to you as soon as possible. And in your case you advised, you chose to select your bag. All damage to luggage must be reported immediately within 24 hours after you received your bag. This is in accordance with our general Terms and Conditions that you agreed to when your booking was confirmed. The reason for this is that we need to complete the relevant documentation, assess, valuate and validate your claim. If this was not done then we will not be able to assist due to lapse of time. Regards, Andrea January