From Excellence to Drama - Why do this to yourselves?

I am disapointed to say the least.

I used FlySafair for the first time earlier this year and the experience was nothing short of excellent. But this time I was left frustrated, almost angry.

There was some kind of special on flights running, which didn't look like special prices at all, just marked up and discounted down to what I paid for the same thing last time. But I was OK with that, the prices were reasonable anyway.

The problem was trying to simply book and pay for my trip. It turned into a 4 hour saga that interrupted my whole afternoon.

The app kept jumping back to the special mid way through trying to book, over and over again, sending round in circles just trying to book, blocking me from doing so because of some 10 minute thing I had to wait for before I could book to get a special I didn't want in the first place.

I tried on the website too. Same soutcome with a different frustration. I couldn't get into the website for hours because of some screen that was telling me there was a special with no way to get to the website to actually use it or book my flights.

By the time I had finally got a booking in place, thinking, "OK this time its going to work" I tried to pay and got a message, just saying "Failure". This happened twice. I thought "Yes, this is a failure!" but not my payment. FlySafair.

Eventually, after 4 hours and some swear words, maybe a tear or two, I got it booked and paid for, BUT, I hadn't taken the standard flight, so I can't take a checked in bag unless I pay an extra R250, didn't get the seats I wanted that I could have had 4 hours earlier, and most of all just feeling defeated and let down because..

I JUST WANTED TO BOOK SOME FLIGHTS!

I don't get why companies are so obsessed with marketing specials they forget what matters most: SERVICE.

Customer experience is king, NEVER price. We'll pay extra for great service. Well, I certainly will. The flights at FlySafair are really reasonable for me and the service on the flights was 100% on the last trip I went on. So why, after doing so much right would you make the booking experience so so much worse?

Please fix it!