FlySafair, Breakers of Trust and Integrity.

I wonder what ever happened to putting your customer first, what happened to business principle and ethics? FlySafair is probably the best example of how not to treat your customer, in the service industry in South Africa. Yes they have terms and conditions and all kinds of little small print nonsense to basically give them the right to treat you like sh.. and do what they like with no repercussion.

On so many flights before, I have seen people's luggage damaged and damaged badly, I have had my own luggage damaged before but with a little TLC I could repair and still use it.

This time, 25 September 2025, FlySafair had my number, they didn't just bend, scratch or dent my luggage, they managed to break the retractable handle off completely and even ripped the little steel bits on the inside, that make the handle retract, all the way out.

So as any paying customer would, I immediately reported it to the Cpt FlySafair luggage counter, where I was given a little piece of paper with a number and an email address, and told to report it by writing an email and include pictures, which I promptly did, hoping for a positive outcome.

I started thinking that they might not have seen my Email and was contemplating writing another when low an behold this morning, 7 October 2025, I got a reply. I am not going into the detail of the reply, but basically, FlySafair is saying that their terms and conditions allow them to break our **** and not take any account for it, I am convinced that if I break stuff that belongs to them they will do everything they can to hold me accountable.

What an absolute disappointment, what is Your company coming to Mr Conradie?