Differing treatment

Good day

I am writing to raise a concern regarding my experience on our flight on 20 April at 5:55am.

We had checked in online and arrived at the airport at 05:15 for our 05:55 flight, intending only to drop off one checked bag. We were informed that baggage check-in was closed and referred to a supervisor.

During this process, our hand luggage was weighed and we were told it exceeded the 7kg limit. We were then directed to ticket sales. However, upon arrival there, my husband was allowed to proceed to boarding with his hand luggage without any additional charge.

I was then required to pay R1017.00 to be placed on the next flight. Notably, I was later able to proceed with my hand luggage as well, without any issue regarding its weight.

This inconsistent handling of our situation was both confusing and unfair, particularly as we were traveling together under the same booking conditions.

Therefore on my flight back I refused to book with Flysafair and rather LIFT, where my experience was commendable.

I kindly request a review of this matter and reimbur*****t of the additional fee charged, or a clear explanation of the differing treatment.