Formal Complaint – Mishandled & Tampered Luggage, Theft of Contents Valued at R5,000, and Unacceptable Customer Service (Flight FA452)

I am writing to formally lodge a complaint regarding the handling of my luggage and the extremely poor service I have received following my flight from Johannesburg to Durban on 7 December 2025 via fly safair

My checked luggage did not arrive in Durban with me on 7 December 2025 and remained overnight at OR Tambo International Airport under FlySafair’s care. I was informed that my bags were placed on the 8 December 2025 flight (FA452) and subsequently delivered to me in Durban.

Prior to arrival in South Africa, I was explicitly informed by Ethiopian Airlines that my luggage would be checked through all the way to Durban. Relying on this information, and as an inexperienced traveller, I did not personally collect or re-check my luggage through customs at OR Tambo, as I believed everything was being handled correctly by the airlines involved.

Upon receiving my luggage at the airport in Durban, the bags appeared intact, and I therefore went home. However, once I opened my suitcase at home, I discovered that the zip had been forcibly damaged (********** but still attached to the lock) and that multiple gifts I had purchased for my family had been ******. The total value of the ****** items is approximately R5,000.

FlySafair later confirmed to me that my luggage had cleared customs without issue, which rules out customs interference. This strongly indicates that the tampering and theft occurred while my luggage was under FlySafair’s responsibility during the overnight delay at OR Tambo.

I immediately contacted FlySafair and spent hours on the phone attempting to resolve this matter. I was instructed to open a case with SAPS at the airport, which I did. After complying, I was then informed that FlySafair would not accept responsibility for the ****** items, despite the luggage being delayed, mishandled, and left overnight in your care.

In addition, the service I received at Durban airport was completely unacceptable. The FlySafair representative who assisted me (an Indian male whose name I was not provided) was rude, dismissive, and raised his voice at me. As a young woman travelling alone, I found this behaviour intimidating and entirely unprofessional.

Since then, I have sent numerous emails without receiving any response. When I attempt to call, my calls are repeatedly transferred to different departments and numbers, with no one taking ownership of the issue or providing meaningful assistance.

I paid for this flight and for the service FlySafair advertises, which includes the secure handling of passenger luggage and respectful customer care. The experience I have had falls far below an acceptable standard and has resulted in financial loss, distress, and a complete breakdown in trust.

I am formally requesting: • A written response addressing the mishandling and tampering of my luggage • An explanation of how theft occurred while my luggage was under FlySafair’s control • Compensation for the ****** items valued at R5,000 • An investigation into the conduct of the FlySafair staff member who assisted me in Durban

I expect this matter to be treated with urgency and resolved without further delay. Should this issue remain unresolved, I will escalate it through the appropriate consumer protection and regulatory channels.

I look forward to your prompt response.