FlySafair NOT caring for clients

The FlySafair business model allows them to focus on their core business and they outsource non-core parts. This is a good model as I can test form my multiple decades in the Outsourcing Industry. It is however critical that the outsourced parts be managed by SLA’s (Service level agreements) and such mechanisms. I travelled from OR Tambo to George (FA 258) on 3 May 2023. Upon arrival I found that some of my checked-in luggage was ******, and I immediately completed the required report. I received feedback from FlySafair (FA) on the same day basically stating that theft from luggage is not their problem. Upon my return on 10 May (FA 253) I discussed with a FA representative at George Airport who confirmed that all luggage handling is recorded by CCTV. When back home I send additional information (photos, etc.) to “***”. This was ignored. All FA passengers trust FA to manage third-party outsource partners to the benefit of passengers, as none of the passengers directly interacts with any such third-parties in order to manage towards an overall satisfactory outcome. Passengers thus trust FA to do such management. For FA to, for example, NOT interact with, and ensure any post mortems in conjunction with the relevant business partner once something went wrong, is not only irresponsible but is in breach of the assumptions and faith that passengers place in FA to do as such on their behalf. Directly after I reported the theft, I expected FA to interact with the relevant luggage-handling third-party for them to do an investigation according to their (assumed) SOP (Standard operating procedure) for luggage handling and to activate their CCTV review system. None of this happened because FA immediately not taking responsibility of whatever can go wrong during luggage handling by their contracted business partner. This is totally unacceptable in the year 2023. Check, for example, what would happen if Starbucks says that child labour by the coffee bean farmers, is none of their business.