Disgusting and Humiliating service.

Good day. I am writing this email whilst sitting at King Shaka Airport - Durban. Utterly disgraceful and humiliating service from all staff members of FlySafair at boarding gate NAMELY - VALENCIA. This is Mohamed. I was taking the 21:40pm flight from Dur - Jnb (OR TAMBO) and i checked in online 24 hours before. I received my seat number and boarding pass via email and was clearly aware that the boarding gate closes 15 minutes prior which was 21:25pm. I was coming from Umhlanga and there was construction on the road - altought there was major traffic and delays - i knew i checked in online and just had to get to the boarding gate. I arrive inside the airport at 21:20 and i was boarding at gate A14 which was a 30 second run from the security gate. I knew i had a minute or two so i ran along with my sister who was travelling with me and reached in under 30 seconds which means i was there at 21:25 on the dot. Infront of me was the staff named Valencia (an african lady) who was escorting a standby passenger into the boarding gate and i was probably roughly around 2-3 feet behind her. She clearly heard me running yet walked into the gate and shut the door. I pleaded to her that i was right here at 21:25 on the dot and that i was just behind her so why cannot i be let in. She told me they have already taken standby passengers so i informed her how can you take standby passengers when booked passengers like my sister and i - are already here and on top of it all , we are ON TIME / JUST ON TIME. It does not make any sense. She continued to revoke me and i raised my voice because this was the last flight of the night , it was a SUNDAY and i have work the next day in JNB. She used language words on me such as “JWAYELANI” and since i am brought up in KZN , i clearly know the meaning of it and this is disgraceful that safair can have crew of this nature working for them. I wrote my matric final exams 5 years ago and on my final paper i was on the last question and the government examiner noticed this and gave me 2 more minutes to complete my paper. But this is not the case because i was JUST ON TIME. I am stating this because if even i was a minute or 2 late - this is not acceptable that situations cannot be understoof. If i was there 5-10 minutes after gate closed and planes doors are closed - that is a different situation. By taking standby passengers it means they are still processing passenger and that the plane door is still open. How were standby passengers already being processed at 21:25 when the boarding gates just closed and we were there. The only difference was they were taken inside but not us. This is not justifiable at all that i have to miss opening my business and loose my customers of the day because Valencia AND TEAM was so negligent in doing their part and understanding that i am on time and i am here so how can preference be given to a standby customer. A short indian lady from the boarding gate came to explain to me why they not allowing me and that im late took 5-7 minutes to explain and justify herself when she can take 15 seconds and process both my sister and i. This is disgraceful and i had to pay R300 for me and R300 for my sister to be put at a 6:15am flight as a STANDBY. Which means at this point writing this email i do not even know if i will get on the flight and make it on time because i still have to travel 200km from JNB airport to my home in North West. I WANT VIDEO FOOTAGE AND SURVEILLANCE AS I CLEARLY SAW A CAMERA ALL OVER THE PLACE TO BE SEEN THAT I WAS THERE ON TIME WITH MY SISTER. AND ALSO THE LEVEL OF TREATMENT THAT WE WERE GIVEN. If you want to continue being my trusted airline provider , i want a full refund and to be compensated for my loss of income for the day that i will be running arround for standby flights and not have my business opened due to lack of mentality of staff of FlySafair. This is non-negotiable and i will take this further up if necessary. This is a money making scheme as those people have now paid for our seats and you made douboe the money. And to top it all you charge is R300 for nothing. We are only forced to pay because this matter cannot be handled in-house and needs to be taken up via email. And we need to get home. I trust we can come to an understanding and that flysafair can understand and view evidence as evidence is clearly available as to what time we arrived at the gate. I will not let this matter rest. I look forward to an urgent response from the team of FlySafair.

Regards, Mohamed - *** Flight information: 8AEMT9 - DURBAN TO OR TAMBO JOHANNESBURG - 21:50pm departure and 2 passengers.

NEW UPDATE: 4 days , no response from flysafair help email. Disgusting