Formal Complaint Regarding Disrespectful Treatment by FlySafair Staff

Dear FlySafair Management,

I am writing to formally lodge a complaint regarding the unacceptable treatment my sister received on her recent flight from KZN to Johannesburg Lanseria Airport, scheduled for 3:45 PM on 21 October 2024.

My sister arrived at the airport at 12:00 PM, well in advance of her flight. However, she was removed from the flight by the senior hostess after consulting with the captain, who stated that there were no oxygen tanks available on the plane. This decision forced my sister, who is unwell, to wait for 10 hours for the next available flight. This is not only unacceptable but also inhumane.

Furthermore, despite multiple follow-ups, we have not received any feedback or resolution. The call center manager, Nicholas, spoke to my sister twice, promising that the issue had been escalated to the manager on duty for investigation, but we have yet to hear back.

We paid R1161.44 for the one-way ticket to Johannesburg. After booking, we discovered there were no wheelchairs available. We called the call center and were advised to pay an additional R300.00 for the next day's flight, which we did. On the day of travel, the ticket price dropped to approximately R780.00. This discrepancy, along with the lack of response and poor service, is deeply disappointing.

I am truly saddened and disappointed by the way FlySafair has handled this situation. I expect immediate action to address this issue and ensure that no other passengers have to endure such treatment. I look forward to your prompt response and resolution.

Sincerely,