Disappointment Regarding Lack of Boarding Updates – Flight from George to OR Tambo*

*Subject: Disappointment Regarding Lack of Boarding Updates – Flight from George to OR Tambo*

Dear Safair Customer Service,

I hope this message finds you well.

I would like to bring to your attention an issue we experienced with our recent return flight from George to OR Tambo on the 9th of February 2025.

We had initially booked our flights well in advance—about three weeks before our departure. For our outbound flight from OR Tambo to George on the 7th of February, we received regular updates via WhatsApp, which was very helpful. The flight itself went smoothly, and we were pleased with the service.

However, our return flight from George to OR Tambo, scheduled for 09:35, was a completely different experience. We received no updates regarding the boarding time or any related notifications. When we arrived at the check-in counter at 08:58 to collect our boarding passes, we were informed that the gates had already closed at 08:55, and we could not be accommodated—even though passengers had not yet started boarding.

The staff member at the check-in counter in George was also not helpful. Instead of assisting us with possible alternatives, he simply told us to check with the standby flights. This was extremely frustrating, especially since we were a group of three traveling together and needed to return to Klerksdorp for work.

What makes this even more disappointing is that despite being denied access, the flight only departed at 09:27. In the remaining time, we managed to hire a car and leave the airport before the plane had even taken off. This resulted in unnecessary additional costs and a very unpleasant journey, particularly as we all had work commitments the following day.

I sincerely hope that Safair will improve on the aspects mentioned above, particularly regarding clear communication on boarding times and a more accommodating approach to passengers in similar situations. Future travelers should not have to experience what we went through.