FlySafair

We flew out last Friday from Cape Town International to OR Tambo. When we arrived we were told to pay for our luggage which we were unaware of when we made the booking. We took 45 minutes in the queue to sort the payment out and eventually made our stressed way to the flight. When we arrived at OR Tambo and retrieved our one and only brand new suitcase, we found that the whole wheel under carriage had broken off as well as one of the standing pegs. We were incredibly upset about this and not sure what to do about it we left it to deal with on our return to Cape Town. On speaking with FlySafair on our return we were advised that we should have reported this within 24 hours or should have taken out insurance and there is nothing for them to do, I am highly upset over this incident as we had no idea what the protocols are not being regular flyers and the lack of empathy from FlySafair. I would not recommend them to anyone.