Formal Complaint: Mismanagement, Miscommunication, and Continued Losses – Booking Reference R0OC8K

To whom it may concern at Flysafair,

I am writing this message with deep frustration and disappointment regarding the ongoing mishandling of my flight booking R0OC8K, and what I can only describe as a continued series of careless and unprofessional actions by your airline, resulting in significant financial losses, emotional distress, and wasted time for me and my wife – both senior citizens visiting South Africa from Saudi Arabia.

After your airline canceled my flight, I was left with no viable choice but to rebook on another carrier (CemAir) at my own expense, incurring a much higher cost. I raised my concern to your team at the airport and was assured that I would only be refunded for the original fare and baggage fees — a decision I already found grossly insufficient and unjust.

To make matters worse, today, July 17, I received a new message from FlySafair indicating that my original booking had been reinstated and that I could proceed with my previously scheduled flight. Acting in good faith and in the hope that your airline had finally taken corrective action, I made the trip back to the airport — wasting my time, spending more money on transportation, and attempting to cancel my alternate tickets with CemAir.

Upon arriving at the FlySafair desk, I was informed that this message was sent “by mistake,” and that the flight remains canceled. I was given nothing more than a brief apology, which frankly only deepened our frustration and sense of being mistreated.

Let me be clear: • This error caused me and my wife additional financial loss and wasted effort, on top of the stress and disruption already caused by the original cancellation. • The false communication today amounts to a severe case of negligence, and it is unacceptable for any airline — especially one that promotes itself as reliable and customer-focused. • As senior citizens, we deserve respect, accountability, and compensation — not vague apologies and systemic mismanagement.

For this reason, I am submitting this formal complaint not only to FlySafair’s customer support and executive office but also to the South African Chamber of Commerce, as well as any appropriate aviation consumer protection body.

I now demand the following: 1. A full and immediate reimbur*****t not only of the original FlySafair ticket and baggage fees but also of the total amount paid to CemAir (R8,624), 2. A written explanation of how such a critical message error was allowed to occur, 3. A formal written apology from senior FlySafair management acknowledging the compounded damage this experience has caused.

I will not accept silence, templated responses, or vague gestures. The impact of this experience is real and measurable. It reflects directly on your company’s standards, and how it values – or fails to value – international travelers and elderly passengers.

You may contact me at: Phone (South Africa): +***8