Extremely disappointed. Shocking service from an airline I’ve regularly supported.

I flew from Durban to Cape Town with FlySafair (Booking ***) on 27 May 2025. I brought a brand new bag, purchased the same day, and it was under the 7kg hand luggage limit. Despite this, FlySafair staff forced me to check it in, without offering me any option or documentation.

After check-in, I added a few items from my aunt’s bag (she was travelling with me on the same booking). When I collected the bag in Cape Town, it was badly damaged — cracked open, unusable, and I was told at the baggage desk it wouldn’t be allowed for travel again.

I submitted a claim (CPTA14639) and asked for a replacement or refund of R400 (the bag’s cost). FlySafair only offered R250, which is not enough to replace the bag and is not acceptable. They’ve since refused any further help, despite multiple follow-ups and a clear case.

I am a loyal FlySafair customer and expected better. I’ve now had to fly back to Durban without a functioning bag, with no support.