FlySafair has become a joke and blatantly dishonest

In an attempt to change my flight, TGVR09, to a day earlier I called into the call centre as I was not able to do so from the app. While going through the options in the automated support system the message from the recorded message was that if I continued it would cost an additional R200 but would be free if it is done via the website or via the app.

As I couldn't do it through the app, due to the option being greyed out, I tried doing it through the website when I noticed it stated there will be an additional R300 charge which was a bit confusing so decided to reach out to support via WhatsApp and had the following conversation with the agent.

================================================== [16:45, 25/11/2023] FlySafair: Good Day

Thank you for contacting Flysafair. Apologies for the delayed response as we are assisting other persons on this helpdesk

Kindly advise how we can assist you? [16:46, 25/11/2023] Gareth Hawkins: I would like to change my flight [16:46, 25/11/2023] FlySafair: Have you checked in for your flight as yet? [16:46, 25/11/2023] Gareth Hawkins: When calling in the automated response advised it will cost R200 to change but will be free to change online or via whatsapp [16:46, 25/11/2023] Gareth Hawkins: No [16:47, 25/11/2023] FlySafair: You misunderstood, it's an additional R200 service fee on top of the change costs when you make the changes through our helpdesk instead of online [16:49, 25/11/2023] Gareth Hawkins: I understand that but how can the difference ein flight be R1398.99 when that is nowhere close to what the original ticket price differences were? [16:49, 25/11/2023] Gareth Hawkins: Please advise cost difference if I want to change to the FA253 flight on Monday evening [16:50, 25/11/2023] FlySafair: Our flight prices on a one way ticket can go up to R3.4K as a new booking so if your flight was cheaper than that it's possible for that to be the difference in price. [16:51, 25/11/2023] Gareth Hawkins: But it's not a one way... im changing a return flight [16:51, 25/11/2023] Gareth Hawkins: That's a joke [16:51, 25/11/2023] FlySafair: You're not understanding me so I'll have to do the price breakdown for you. Kindly provide us with your booking reference (please type it out) [16:52, 25/11/2023] Gareth Hawkins: TGVR09 [16:53, 25/11/2023] FlySafair: Kindly provide the passengers surname for security purposes [16:53, 25/11/2023] Gareth Hawkins: HAWKINS [16:54, 25/11/2023] FlySafair: So you have boarded the flight from JNB-GRJ and the return flight is now one way because it's the only flight you have left, I just want you to keep that in mind to understand what I was referring to above.

Now what change are you looking to make? [16:55, 25/11/2023] Gareth Hawkins: Nevermind... will do it online. It's still a joke and the logic is ridiculous. Thanks [16:55, 25/11/2023] Gareth Hawkins: End [16:55, 25/11/2023] FlySafair: Right. Take care [16:55, 25/11/2023] FlySafair: Thank you. Please don't hesitate to reach out if you ever need help! [16:55, 25/11/2023] FlySafair: Chat ended ==================================================

First, it's ridiculous that the R300 additional fee is charged when I'm told it wouldn't be and secondly the logic about it being a "one-way" flight is pathetic.

Below is the breakdown of the original costs and the modified costs:

Original charge (Full Return Ticket, JNB - George + George - JNB): R 3 304.00 Modify flight (Return flight George - JNB): R 1 398.99 Total: R 4 702.99 Change Fee (via website) R 300 TOTAL: R 5 002.99