Formal Complaint: Regarding Liberty Group Travel Denied Boarding and Inconsistent Passenger Treatment

Dear Kirby Gordon,

I hope you are well.

Unfortunately, I am not, and I am writing to formally lodge a complaint regarding my recent experience with FlySafair.

What transpired on 16 January completely disrupted my weekend and left me deeply disappointed, as I was forced to rebook two flights—one for myself and one for a fellow Liberty colleague who missed the same flight.

As an employee of Liberty, part of a large group of over 900 staff travelling to Cape Town for a three day company conference, I expected a smooth and well coordinated travel experience. Instead, the treatment we received from FlySafair staff was disheartening, inconsiderate, and in stark contrast to the service extended to another colleague in a similar situation.

We arrived at the airport at 03:40 am and were the very first passengers to check in luggage for the 05:55 flight. After waiting for the lounge to open at 5:00 am, we proceeded to the boarding gate (E1), which is located a considerable distance from the lounge. We reached the gate only two to three minutes after the boarding cut-off time. At that moment, all passengers were already seated on the stationary bus directly outside the gate, and no one had boarded the aircraft yet.

Despite this, we were denied boarding and instructed to purchase new tickets, being told that the gate “cannot be reopened.” This was particularly frustrating given that our luggage was already on the aircraft—removing the bags caused more delay than simply allowing us through the still-parked bus.

Upon reaching the ticket desk, we were told we needed to pay R6,000 for two one way tickets. This was shocking considering that another Liberty employee, Mr. Lucky Jabika, who missed his flight by a similar margin, was rebooked onto a later FlySafair flight at no additional cost. This inconsistency in treatment raises serious concerns about fairness and customer care.

Unable to afford a FlySafair rebooking, we purchased CemAir tickets for R2,851.14. I paid for both my own ticket and that of the colleague who was travelling with me, as she was unable to do so at the time.

Given that Liberty had already paid for our original flights—which we were not permitted to board despite the circumstances—I believe it is only reasonable for FlySafair to reimburse the amount I spent on the replacement flights. The group booking context, the minimal delay, the stationary bus, and the precedent set by Mr. Jabika’s rebooking all point to an inconsistent and unfair decision by staff at the time.

I kindly request that FlySafair review the CCTV footage and the full context of this incident, and provide a resolution that acknowledges the inequity we experienced. Should the matter not be resolved fairly, I will unfortunately have to consider escalating it via HelloPeter and social media platforms. I would prefer not to take this route, as I have always regarded FlySafair as my preferred airline for travel to both Cape Town and Durban.

Please consider refunding the R2,851.14 spent on the CemAir tickets. I am willing to provide any other supporting documentation and proof of payment. I hope that we can reach a positive and fair resolution that restores my confidence in FlySafair.

Kind regards, Elroy Augustine