******* employed at Safair

Andrea January (FlySafair)

Jun 8, 2026, 17:20 GMT+2

Dear Mr Howes, Thank you for bringing this matter to our attention. We sincerely regret the distress caused following your recent travel, particularly regarding the condition of your luggage and the alleged missing items. We understand how concerning it is to receive your baggage in such a state, and we apologise for the inconvenience and worry this experience has caused. Please be advised that your complaint has been received and will be escalated internally for further investigation and review with the relevant departments. While we will conduct a thorough assessment of the circumstances reported, we would also like to take this opportunity to clarify our policy regarding checked-in baggage. Items of high value, particularly those exceeding R1 000, are carried in checked baggage at the passenger’s own risk. Additionally, in line with our Conditions of Carriage, the airline does not accept liability for damage to external fittings such as zips, locks, and handles. With this being said, your claim is declined.