PK
Pearl K
1 reviews | Active since Oct 2019
25 Mar 2026, 14:19
Denied boarding, threatened, **** to and humiliated — FlySafair King Phalo Airport
Denied boarding, threatened, **** to and humiliated — FlySafair King Phalo Airport by FlySafair supervisor, “Theve”.
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Pearl K's updateReviewer Update
25 Mar 2026, 14:27On 24 March 2026 I was a ticketed passenger on flight FA389 from East London to Johannesburg (Booking ***). I completed online check-in, arrived at 08:20, cleared security without issue, and made my way to the boarding gate. Not once was I told my luggage was non-compliant — until I was standing in the boarding queue.
A supervisor named Theve raised a concern about my bags. I explained I had flown in with the exact same luggage on a FlySafair inbound flight from OR Tambo without issue. I explained I could not afford check-in fees and had weighed my bags in advance. Rather than resolve this reasonably, Theve took my seat number and explicitly told me I would NOT forfeit my ticket — that I would be rebooked on the next available flight while sorting out my luggage issue.
My husband was 5 minutes away and came to collect the bag. When he arrived, 5mins later, Theve refused to let me walk a few metres to hand it to him when he was in sight. She refused to let him past security to collect it. She refused every reasonable remedy, then left me standing at the gate unattended while boarding continued around me. I was not told the gate had closed — I was left there while the flight departed.
She then directed me to Ticket Sales. But before I arrived, she phoned ahead and told them my ticket was forfeited — the opposite of what she had told me. At Ticket Sales, I was told I had forfeited my ticket with no written confirmation, no policy explanation, and no resolution offered.
When I began recording the interaction to document the grounds for forfeiture — a conversation I was a direct participant in — Theve refused to engage. A staff member then threatened that I would be banned from future FlySafair flights and charged for recording evidence of misconduct. SAPS was called not because I was a threat, but to pressure me into deleting the footage. I was publicly humiliated while staff gathered to support a false narrative that I had been aggressive.
I have footage. It contradicts everything they claimed.
Theve called ahead to have a "rude and aggressive" note placed on my passenger profile before I even arrived at Ticket Sales — poisoning my complaint before I could tell my side. FlySafair's call centre confirmed the note exists and told me "that's the best they can do."
I have since formally complained to FlySafair, ACSA, the SACAA, and the NCC. Both FlySafair and ACSA have deflected responsibility to each other. I am still without a refund, a rebooking, or an apology.
I am requesting: a full refund, a formal written apology, and a disciplinary investigation into Theve and the staff involved.
I have footage of everything.
A supervisor named Theve raised a concern about my bags. I explained I had flown in with the exact same luggage on a FlySafair inbound flight from OR Tambo without issue. I explained I could not afford check-in fees and had weighed my bags in advance. Rather than resolve this reasonably, Theve took my seat number and explicitly told me I would NOT forfeit my ticket — that I would be rebooked on the next available flight while sorting out my luggage issue.
My husband was 5 minutes away and came to collect the bag. When he arrived, 5mins later, Theve refused to let me walk a few metres to hand it to him when he was in sight. She refused to let him past security to collect it. She refused every reasonable remedy, then left me standing at the gate unattended while boarding continued around me. I was not told the gate had closed — I was left there while the flight departed.
She then directed me to Ticket Sales. But before I arrived, she phoned ahead and told them my ticket was forfeited — the opposite of what she had told me. At Ticket Sales, I was told I had forfeited my ticket with no written confirmation, no policy explanation, and no resolution offered.
When I began recording the interaction to document the grounds for forfeiture — a conversation I was a direct participant in — Theve refused to engage. A staff member then threatened that I would be banned from future FlySafair flights and charged for recording evidence of misconduct. SAPS was called not because I was a threat, but to pressure me into deleting the footage. I was publicly humiliated while staff gathered to support a false narrative that I had been aggressive.
I have footage. It contradicts everything they claimed.
Theve called ahead to have a "rude and aggressive" note placed on my passenger profile before I even arrived at Ticket Sales — poisoning my complaint before I could tell my side. FlySafair's call centre confirmed the note exists and told me "that's the best they can do."
I have since formally complained to FlySafair, ACSA, the SACAA, and the NCC. Both FlySafair and ACSA have deflected responsibility to each other. I am still without a refund, a rebooking, or an apology.
I am requesting: a full refund, a formal written apology, and a disciplinary investigation into Theve and the staff involved.
I have footage of everything.
PK
Pearl K's update25 Mar 2026, 14:27
Reviewer Update
On 24 March 2026 I was a ticketed passenger on flight FA389 from East London to Johannesburg (Booking ***). I completed online check-in, arrived at 08:20, cleared security without issue, and made my way to the boarding gate. Not once was I told my luggage was non-compliant — until I was standing in the boarding queue.
A supervisor named Theve raised a concern about my bags. I explained I had flown in with the exact same luggage on a FlySafair inbound flight from OR Tambo without issue. I explained I could not afford check-in fees and had weighed my bags in advance. Rather than resolve this reasonably, Theve took my seat number and explicitly told me I would NOT forfeit my ticket — that I would be rebooked on the next available flight while sorting out my luggage issue.
My husband was 5 minutes away and came to collect the bag. When he arrived, 5mins later, Theve refused to let me walk a few metres to hand it to him when he was in sight. She refused to let him past security to collect it. She refused every reasonable remedy, then left me standing at the gate unattended while boarding continued around me. I was not told the gate had closed — I was left there while the flight departed.
She then directed me to Ticket Sales. But before I arrived, she phoned ahead and told them my ticket was forfeited — the opposite of what she had told me. At Ticket Sales, I was told I had forfeited my ticket with no written confirmation, no policy explanation, and no resolution offered.
When I began recording the interaction to document the grounds for forfeiture — a conversation I was a direct participant in — Theve refused to engage. A staff member then threatened that I would be banned from future FlySafair flights and charged for recording evidence of misconduct. SAPS was called not because I was a threat, but to pressure me into deleting the footage. I was publicly humiliated while staff gathered to support a false narrative that I had been aggressive.
I have footage. It contradicts everything they claimed.
Theve called ahead to have a "rude and aggressive" note placed on my passenger profile before I even arrived at Ticket Sales — poisoning my complaint before I could tell my side. FlySafair's call centre confirmed the note exists and told me "that's the best they can do."
I have since formally complained to FlySafair, ACSA, the SACAA, and the NCC. Both FlySafair and ACSA have deflected responsibility to each other. I am still without a refund, a rebooking, or an apology.
I am requesting: a full refund, a formal written apology, and a disciplinary investigation into Theve and the staff involved.
I have footage of everything.
A supervisor named Theve raised a concern about my bags. I explained I had flown in with the exact same luggage on a FlySafair inbound flight from OR Tambo without issue. I explained I could not afford check-in fees and had weighed my bags in advance. Rather than resolve this reasonably, Theve took my seat number and explicitly told me I would NOT forfeit my ticket — that I would be rebooked on the next available flight while sorting out my luggage issue.
My husband was 5 minutes away and came to collect the bag. When he arrived, 5mins later, Theve refused to let me walk a few metres to hand it to him when he was in sight. She refused to let him past security to collect it. She refused every reasonable remedy, then left me standing at the gate unattended while boarding continued around me. I was not told the gate had closed — I was left there while the flight departed.
She then directed me to Ticket Sales. But before I arrived, she phoned ahead and told them my ticket was forfeited — the opposite of what she had told me. At Ticket Sales, I was told I had forfeited my ticket with no written confirmation, no policy explanation, and no resolution offered.
When I began recording the interaction to document the grounds for forfeiture — a conversation I was a direct participant in — Theve refused to engage. A staff member then threatened that I would be banned from future FlySafair flights and charged for recording evidence of misconduct. SAPS was called not because I was a threat, but to pressure me into deleting the footage. I was publicly humiliated while staff gathered to support a false narrative that I had been aggressive.
I have footage. It contradicts everything they claimed.
Theve called ahead to have a "rude and aggressive" note placed on my passenger profile before I even arrived at Ticket Sales — poisoning my complaint before I could tell my side. FlySafair's call centre confirmed the note exists and told me "that's the best they can do."
I have since formally complained to FlySafair, ACSA, the SACAA, and the NCC. Both FlySafair and ACSA have deflected responsibility to each other. I am still without a refund, a rebooking, or an apology.
I am requesting: a full refund, a formal written apology, and a disciplinary investigation into Theve and the staff involved.
I have footage of everything.