Disappointed Customer

I am writing to express my deep disappointment and frustration with the service I received during my recent travel with FlySafair. On the 24th of December, I booked flights for my family and myself, specifically requesting special assistance for my father, who is unable to walk.

Upon arriving at the airport, we encountered a distressing situation where one of your check-in agents rudely insisted that I did not request special assistance, despite the wheelchair icon on my father's boarding pass. After prolonged back-and-forth, we were eventually provided with a wheelchair, allowing us to board the plane.

My dissatisfaction continued when I attempted to use your WhatsApp service the day before our flight to inquire about special assistance at OR Tambo. Shockingly, the advisor shared sensitive information about two other families with me, rendering the service useless. I have screenshots of this exchange for your review.

Today, at the airport, we faced yet another challenge in securing a wheelchair. We were informed that the flight had reached its capacity for special assistance and, consequently, a wheelchair could not be provided. The situation escalated when, during boarding, my sister was pointed out as the family requesting wheelchair assistance, causing further embarrassment and frustration. As a result, my father had to walk to the boarding gates without the promised assistance.

The behavior of your staff at OR Tambo was deplorable, falling far short of the customer service standards your airline claims to uphold. The lack of coordination, communication, and the multiple incidents of mishandling our requests have left an indelibly negative impression.

I demand a thorough investigation into these incidents, an explanation for the privacy breach on WhatsApp, and immediate corrective action to prevent such distressing experiences for other passengers in the future. As it stands, I am compelled to express my intent to never choose FlySafair for my future travels.

I trust that you will address these concerns promptly and with the seriousness they deserve.