Flysafair management - even 1 star is too good for you.

My contract is with Flysafair, they took my money, on the promise of service delivery. I accept that they are beholden to ACSA, but that doesn't mean they get to sit back and watch the chaos un-fold as it did on Monday 10th Dec 2024.

Their press release states they were aware of re-fueling issues at 10am.

A side note, at 1pm I called the airline to see if my flight leaving at 16h50 could be moved earlier. Yes it could for R 300 service fee.

Amazing that while I was unaware of the chaos at OR Tambo resulting in all flights being grounded, Flyafair was quite happy to make changes and charge fees for flights they had full knowledge would be delayed.

Putting all the failings of ACSA aside, Flysafair had no crisis management in place. By 19h00 the queue at the help desk was soo long it took me 1 minute and 49 seconds to walk the length of the queue at a brisk pace, only to find 3 consultants helping. I recorded the walk.

While in the departure area, the boards were not being updated, and there were NO Flysafair staff around.

It was pandemonium, people were rushing about trying to figure out where to go, what was going on.

Eventually I got on a flight, which felt like being in a scrum with Springboks, only to find the plane had about 48 seats empty.

I wonder how many people going to CT were stranded at the airport due to failed comms.

Flysafair wants our cell phone numbers to keep in contact, and yet even that system didn't deliver on it's promise.

Today, Flysafair attempted to claim the moral high ground by declaring they will demand ACSA refund the passenger service fee. But wait, they won't refund the money, rather they have issued a voucher to spend with them. That is my money, how dare they decide for me that they will keep it. It's not theirs to keep or re-allocate. I certainly won't be spending the R 106 with you EVER again.

Everyone understands that circumstances out of you control happen, it's how you deal with the repercussions that you will be judged on.

Your brand value and substance as an airline goes beyond just being "the most on time airline"... after all, being on time is a basic requirement of any transport company. Perhaps the CMO should re-consider that brand positioning.

While boarding the plane I asked the agent at the gate if any board members had to put in an appearance, no. Asked if any EXCO members had put in an appearance, no. Then she volunteered the head of operations was in the back room...hmmmm, I'm not sure that was in fact the case. She claimed she was the most senior member of the team on duty.

FlySafair management...you abandoned your customers and you the few staff on duty.