FlySafair bad experience

On the 25th of November we flew into Johannesburg airport from Melbourne Australia. Unfortunately, due to a delay in baggage collection from the airports behalf, we missed our flight that was meant to leave an hour and fifteen minutes after landing. Us, as foreign travellers, definitely thought we had enough time to claim our baggage and hop onto the next flight (any major airport we’ve been too - Dubai, Doha, Melbourne etc kick bags out on the carousel about 15 minutes after and this leaves enough time in-between to hop on another flight). Regardless of this, we knew this was on us. In FlySafairs terms and conditions- it states to see the help desk at the airport immediately- and that they would then reissue a ticket for the next available flight).Which we did. After waiting in the line for nearly 20 minutes whilst the ladies tried to not acknowledge the people in line, she called us up. We explained our situation in a very peaceful manner and asked if there was a next flight out that we could potentially hop onto- however, the answer was NO, no matter how hard we tried. She just would not help us at all. However, the people behind us, in the exact same position, got the very next flight out on the flight we asked about. If the terms and conditions specifically state that they can help us within in time frame from a missed flight and put us on the next flight out, then I expected as much as that. It was purely unhelpful and quite frankly the lady at the desk made it very obvious she just didn’t want to help us find an alternative. We never expected a reimbur*****t, as I know they don’t do that. But had the lady put us on the next flight (which is what they do within time frame) we would have been more than happy. Us being foreign, we took no as no, and continued to a different airline to try and see if there were flights and they gracefully helped us. Which then they also told us the situation was disgraceful and that we should do something about it.

After arriving at the destination, I contacted FlySafair and had a lovely man, that then transferred the call to a lady that was incredibly rude to us. She said that the “support staff” at the airport would never say no to passengers missing flights- but that is exactly what happened. And said she can’t help and made no attempt to even try and investigate the situation.

As a young foreign couple that have travelled and both lived in South Africa a fair few times, we both experienced the worst customer service from FlySafair and will NEVER be onboard with this airline. Unhelpful in the time we needed some support, and quite frankly extremely rude and unhelpful.

I hope this review makes you rethink and further investigate the situation.