Formal Complaint – Denied Boarding Despite Being Present

I am writing on behalf of a group of 11 passengers regarding our recent experience at King Phalo Airport with FlySafair.

Our flight was already delayed, yet there was no clear communication that boarding had started. Some of us only received an SMS notification minutes before arriving at the gate and despite proceeding immediately, we were denied boarding.

On arrival, the gate still reflected “boarding” and passengers were visibly waiting in the holding area. No one had boarded yet, yet we were told the gate was closed and nothing could be done.

No effort was made by FlySafair staff to call or locate missing passengers, despite us being checked in and present in the terminal. Instead, we were met with indifference and zero accountability.

This resulted in real consequences, including a missed onward international connection.

As frequent travelers, this experience was both surprising and unacceptable. This reflects a serious breakdown in communication and passenger handling.

We expect this matter to be treated with urgency and addressed appropriately.