FlySafair – Shocking Lack of Communication & Passenger Support (FA339 & ***25)

I am deeply disappointed by the unacceptable level of communication and passenger support experienced on Monday during flights FA339 and ***25 between Cape Town and Johannesburg.

Earlier that day, my sister (over 60 years old) travelled from Cape Town to Johannesburg and endured a highly distressing experience. The departure gate was changed without any verbal announcements or visible airline staff. She only discovered the change by chance and was left to be the last passenger boarding. This caused her extreme anxiety and emotional distress.

Relying solely on SMS notifications is unacceptable. Many passengers do not see text messages while already inside the terminal, and there were no FlySafair representatives at the original gate to assist confused passengers.

Later that evening, I personally experienced multiple unannounced gate changes, incorrect SMS information, and a complete lack of staff direction. Passengers were forced to run between gates, only to discover that boarding was already underway at a different gate. Many of us nearly missed our flights through no fault of our own.

Once on board, passengers were left sitting in darkness for an extended period with no explanation. Disembarkation later took place through a single aircraft door with no communication as to why. Passengers deserve transparency and regular updates during operational delays.

What makes this more frustrating is that I emailed FlySafair and raised these concerns on LinkedIn, yet received no response whatsoever. This lack of accountability compounds the already poor experience.

This complaint is not about weather-related delays — it is about systemic communication failures and the absence of basic passenger care.

I am requesting clarity on: • Why no verbal gate change announcements were made • Why incorrect SMS information was sent without correction • What procedures exist to assist elderly and vulnerable passengers • What compensation or remedies are available in cases like this • What corrective steps will be taken to prevent a repeat of this experience

Passengers deserve safety, dignity, and clear communication. FlySafair’s handling of this situation was unacceptable, and I expect a formal response.