FlySafair terrible Customer Service Experience

I am extremely disappointed by the Terrible ! Inconsiderate! Rude ! Service I received from a Flysafair employee.

I travelled from JHB to DUR on the 25th July , Flight FA263 at 13:00.

I used boarding gate C12 that morning , boarding started at 12:30 and I arrived at the boarding gate with my toddler around 12:35.

My toddler (2) and I had priority pass, On arrival at the boarding gates we walked straight to the priority lane which was empty, The lady checking in priority passengers was free when we arrived at her station.

I had my license in my tracksuit pocket & just needed to take my little ones birth certificate out of my hand bag - The lady checking in priority passengers than indicates to me that I should have had my things ready when I got to her station and I should step one side and get my things ready (Also very visibly seeing how busy my toddler was and that I had to juggle both my 2 year old & getting us onto the flight).

I looked back to see if there was anyone I was holding up behind me and the priority lane was still empty.

I excused myself for not having the birth certificate in my hand and told her that I was traveling with my toddler who is quite busy (Which was quite obvious) I told her I just needed to get my daughters birth certificate out of my handbag/ which was already open that this point.

She insists that I step one side I responded and asked her why I should step one side because I wasn’t inconveniencing anyone I was the only one in the lane.

Eventually after this back and forth I hand our documents to her she takes our documents and bangs it on the top of the station counter, leaves it there and than proceeds to call passengers from the other lane to come and check in leaving me and my toddler just standing there waiting for her to basically change her mind as to when she finds it fit to assist us.

I asked to see her name tag, which she refused to show me so I took a picture to identify her which I will not post because I do not want to Infringe on her POPIA rights.

She grabbed my arm and grabbed my phone out of my hand after I took the picture , Her colleague than steps in and tries to calm the situation.

I was so disappointed ! Like where is the consideration ? I mean I paid for priority pass so I could receive that level of service !

I honestly would’ve never reported this , it is simply not who I am as a person but this level of service is completely unacceptable!!!! So I eventually I get to scan our boarding passes and this lady continues to give a whole lot of attitude I’m telling you she was sighing , rolling her eyes , tapping her leg the whole thing !.

Are these staff members not trained on how to handle and assist parents who travel with little ones ? 🤔

This is not acceptable at all !! I have been using Flysafair frequently this year.

I am so disappointed ! I would’ve really appreciated a little more consideration & patience at the boarding station I mean my toddler was being a hand full (she was so excited to get into the flight) But even so I was not inconveniencing anyone ! The lane was empty when I got there.

I honestly hope that Flysafair will deal with this matter and implement training for their staff members on how to handle/assist passengers who travel with toddlers.

Thank you Shante