Disappointing Experience with Checked Luggage Policy

I have always chosen to fly with Safair because of the excellent service I’ve received in the past. However, my experience today was extremely disappointing.

I have previously checked in luggage and combined empty bags without any issues. Today, however, a consultant insisted that I place one bag inside the other. When I requested that they be checked in together, as I have done before, she refused and informed me that I would need to pay for an additional piece of luggage—even though the second bag was empty. Despite explaining that I was traveling alone and had no option to leave the empty bag behind, my request was denied.

Ultimately, I had no choice but to pay R250 for an empty bag, even though my checked luggage weighed significantly under the limits. They are empty bags in bags and could have easily been wrapped or combined, as has been allowed in the past. The inconsistency in policy enforcement is frustrating, and I would appreciate clarity on this matter. Given this experience, I am now considering alternative airlines that offer a more accommodating approach.