FlySafair – Bag damaged, items ******, 50 days and still no resolution

My suitcase arrived ripped open on a FlySafair flight and items were ******. When I tried to report it the same night at OR Tambo, staff refused to help and sent me away. I then sent the report by email the next morning on 2 September at 08:45.

Despite that, I only received a claim form on 26 September — almost a month later — and since then nothing has been resolved. No reimbur*****t, no replacement, no update.

FlySafair also required a police case number and stamp, which I attempted to obtain. After waiting two hours at the station I was told they cannot stamp it in Cape Town because the incident happened in Johannesburg — out of their jurisdiction — leaving me with no way to complete what FlySafair demands.

It has now been 50 days since I reported this, and I have had to fly four more times without a bag. I am leaving overseas in December for two months and still haven’t been reimbursed to buy a new suitcase.

This level of customer service is unacceptable. I expect FlySafair to take responsibility and resolve this urgently — including reimbur*****t for the damaged bag and ****** items.