Extremely disappointed

To say that I am extremely unhappy with the service we received from FlySafair on the 26th of August would be an understatement. We were a group of 9 people traveling to Durban for the comrades marathon, and we were booked on flight FA260. We got to the check in counter and unfortunately 4 of us had to pay extra at the ticket sales counter because our bags were over the 7kgs, and had to be checked in. We got to the counter and there were only 2 people there to assist about 15 of us. Mind you, our boarding time was approaching and the queue was extremely long. We paid R1000 for 4 bags and went back to the check in counter to drop of our bags. When we got there the gentleman at the counter told us that we do not appear on the system. Just to find that our payment didn't go through. He rushed over to to the ticket sales and another gentlemen advised that our payment didn't go though. Why didn't he call us back in the first place.

By this time, we wasted about 15 to 20 minutes waiting, running around trying to figure out what is happening.

But that is not all. We eventually dropped our bags and headed to the boarding gate. By then, the queue at the security gate was extremely long. Evenly we were at the gate. We could still see the rest of the guys we were traveling with as well as other passengers at the gate. The lady at the boarding gate saw us running and she literally shut the door in our faces. She was extremely rude. We apologized for being late. I mean, we could still see the other passengers at the other side of the gate. She just said " you four ladies are late" as she shut the door and immediately told them to off load our bags. The other lady at the gate still wanted to assist us, but her colleague insisted that she will not help us. She then told us that we can catch the next flight. She made is sound so easy.

We went to the ticket sales counter and paid an additional R300 to be on standby. We were explained that the next available flight is only on Sunday, hence we took the standby option.

The lady and gentleman who worked at the standby counter on the 26th of August were extremely helpful, and did their job with so much grace. You definitely need more of them!

If it wasn't for the lady at the boarding gate, we wouldn't have missed our flight. We do not ask for special treatment, we know that there are rules and regulations, but what happened to us was unacceptable.