FlySafAir THEFT entirely condoned by management

On the 4th of August 2017 I flew to Cape Town from OR Tambo airport arriving in CT at 22:00 or 22:30. After collecting my bag off the turnstile I noticed that the lock had been forced apart and immediately went to the baggage office a few meters away. I was not the only person reporting theft and baggage tampering. The guy behind the desk said it was "too late on a Friday for anyone to help us" but that also "we should expect theft on the late flights because it happens daily". THE FACT THAT THIS EMPLOYEE KNOWS THIS AND IT CONTINUES TO GO ON MEANS THE THEFT IS BEING CONDONED - But wait it gets worse.

I was told to complete a form reporting the said theft and supply a sworn affidavit from the Police Station. So I went about doing all of that. My brand new bright red R2000.00 Adidas Manchester United tracksuit top had been ****** from me so I was understandably annoyed. When I returned to the airport on the morning of the 10th, I was told it was now "too early for anyone to help me" and I should hand the claim forms in at OR TAMBO - so I did just that.

I had to trek down to Swissport at OR TAMBO to hand the forms in. After explaining the situation in detail to the clerks behind the desk I was told in no uncertain terms that "FlySafAir would not even bother to look at the surveillance footage." I got upset saying that it would be obvious for the airline or airports to catch the person responsible because of the fact that the tracksuit top ****** from me was bright as day red and would be clearly visible on any surveillance footage. The Swissport employee laughed and said they might offer me R700 at best.

Khensani Khoza from FlySafAir contacted me via email eventually on the 8th of September (a month later) to tell me that "security and airport handling regulations mean that we as an airline cannot have full control of people’s luggage through the travel process". So he's passing the buck now onto either Airport or both Airports - it doesn't matter for him... just so that FlySafAir, who flew me and my luggage to Cape Town, is somehow not fully responsible for this.

Khensani went on to say "We have taken a look into your claim and acknowledged that as a company we shall take some sort of responsibility and we have decided to compensate you amount with an amount of R750. I do regret to inform you that your claim was declined for the luggage as per our terms and conditions section 7.13 which states, we will not accept any liability for scratches, cosmetic or minor damage to Baggage, including but not limited to damage to wheels, zips and locks, nor for any items protruding from Baggage, such as handles or trolleys. HAHA he actually says "some sort of responsibility" and wants to pay me R750 for a R2000.00 Tracksuit Top? Then amazingly condition 7.13 states that FlySafAir "will not accept damage to wheels, zips, locks" even in the instance of theft? NOW THATS INTERESTING - SURELY ALL STAFF THAT HANDLE LUGGAGE KNOW THIS FACT SO THEY WILL ALSO KNOW THAT IT MEANS BREAKING INTO BAGS AND *****ING WHATEVER THEY WANT WILL GO UNPUNISHED - WHICH IS WHAT THE PHRASE "CONDONING THEFT" MEANS. This is obviously also why the guy at Swissport said the airline would simply not even bother to look at the surveillance footage for my ****** item.

Over a month later - Khensani finally rep**** to my response of the above... then tried to convince me after this that my damaged bag and broken lock, which was deliberately broken off with some force in order to open and ***** the tracksuit top from it - is seen in the eyes of their legal team as "damage to the bag that they cannot be liable for"??? So my bag took itself off the belt, broke its own lock off with some considerable force and then my bag removed the tracksuit top from itself and gave it to one of the staff members - therefore the airline is not responsible and will not refer to the damaged bag as theft!!!!!

On the 12th of October Khensani mailed me to say that the matter had been escalated and someone would contact me shortly. Surprise surprise... nobody contacted me. So I phoned them on the 6th of November 2017.

Now the amount of incompetence in South Africa is obviously a massive issue - but it seems concentrated to this FlySafAir office: Zandile Mjuleni Moenedi Magoro Tandeka Mabaso (very scared to give me her surname cos I said it was going up on here) Now these three superstars struggled to give Veni Byers a message to phone me and sort this out once and for all. Great employees - clearly education is not a prerequisite for employment because giving someone a message requires giving someone that actual message. Now in fairness - it might not be all of these 3 peoples incompetence to blame here. Veni Byers seems to be very busy whenever I have called.. many meetings.. unavailable and many more meetings. I was told at one point that Veni Byers would call me in the next few hours.. this was over a week ago now on the 6th of November... those 4 hours are up.

So I called to speak to Veni Byers again today and surprise - she is busy again. So busy that a 3 minute phone call has been impossible to make over a week and now is also just too difficult to make.

I personally think the lot of these people should be fired just for being so ****** useless and unhelpful. Its bad enough our president is an embarrassment but he seems to be the benchmark for customer service in the country too now.

FLYSAFAIR I am still waiting for VENI BYERS to call me and rectify this issue. PS. I found the receipt for my ****** tracksuit top and it cost R1999.99.... so your company policy of condoning theft within the business really did make one of your employees happy... but I WANT MY MONEY BAC****

If anyone on Carte Blanche wants to do yet another story of the blatant thievery across SA heres another example in a sea of too many.

Nic