FlySafair appalling service!

My experience today with FlySafair was stuff of nightmares.

I will never this business AGAIN!

I mistakenly booked a flight on my phone for 13h15. I then called them immediately (less than a minute)to rectify the situation. I was told there’s nothing they could do but I would have to pay R399 for the change to my planned flight of 15h05. I paid for the change.

My ticket was R2003 including a golf bag.

I checked in online as it was opened.

I arrived at the airport at 14h31. I was assisted by ladies at the Ticket Sales Office in giving me directions where to drop off my bags. I got to counter 4 and I was rudely told that they closed the system. And they can only help me if I pay R399for them to accept my bag. Therefore, this meant that they could help me but they wanted to profit from assisting me. Granted they are a business, however customer experience is important.

I then left my bag there with the unprofessional lady at Counter 4 and went to board. At 14h43 we were informed that the flight was delayed and the revised time for departure was now 15h30. Theoretically, this meant that the was an additional 25 minutes to sort out the problem.

At 1**** I was stopped while boarding and ACSA security were asked to escort me off the boarding area. Obviously I was humiliated.

I then called their Call Centre. On 4 occasions, at an average 15 minute call, I was not assisted. The last phone call I made I was told to pay for the changes that they will make. These were going to cost me R1700. I couldn’t bring myself to support a business that humiliated me in that manner. I refused. I immediately booked a flight with Kulula that was R1600 including a golf bag.

1. FlySafair could have handled the situation professionally without getting egos getting in the way. They are a business.

2. I did not ask myself to be booked as a “no show”. I had checked in and I was at the airport. They could have kept my bag at “Lost & Found”.

3. The mere fact that no one was willing to make a decision tells me there was no one willing to risk their job, thus they had to play it safe and argue later. If there was a manager that had the best interest of the business...the outcome of the predicament would have been different.

I will never support FLYSAFAIR...EVER!