Heartbroken at the lack of empathy and lost over R10k in one night as a result of Flysafair who just couldn't care!

I booked flights from Jhb to Durban departing on the 04.10.2018 for 4 adults and 1 baby and the flight was departing at 16:50. We arrived at the counter to check in our bags at 16:10 - which i am fully aware is later than the recommended time of 90 min prior to the flight and the reason is due to traffic conjestion. We begged the lady at the check in counter for assistance and apologised profusly for arriving late and she simply told us that there is nothing she can do for us and we need to go to the ticketing office to see if we could switch the flight.

I had to be in Durban for an early morning meeting the following day hence the urgency in flying out on Thursay.

I do believe that she could have done something to help us get on the flight but there was no interest on her side and she simply sent us away - I mean why should she care about the financial implications (even though we arrived slightly later than required) cause we are just customers and she is the one doing us a favour - Why should she go the extra mile in trying to assist the customer.

We were sent to the ticketing office and were charged R1500.00 per ticket to move the flights to Sunday from Durban back to Jhb -That totals R6000.00 over and above the initial R3000 we spend booking the tickets. To make matters worse, we were forced to book flights with another airline to fly to Durban that evening which cost us a total of R11 800 for 4 adults and a baby.

I just feel like the lady at the flysafair counter could have made a little bit of an effort in assisting us to board the flight and saved us more that R10 000 we spent that evening.

We as customers of flysafair felt hopeless and like nobody could give a damn in trying to assist us........

I have always booked my flights with Flysafair for myself and my family however I WILL NEVER USE THEM EVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am going to post this experience on social media and tell everyone I know and work with never to use this airline - They just don't care!!!!!!!!!!!!!!!!!!!! I have a lot of colleagues who travel for business often and I will definitely share this information with them!

I am so heartbroken over this experience and the money, time and energy wasted simply becuase of the lack of a sense of urgency or empathy from the Flysafair staff :-( :-( :-(

I work in the financial service industry specialising in client engagement and client experience and I would never treat my customers this way even if they were in the wrong if it meant they were to lose money and there was possibly something I could do. But asking that of the Flysafair staff member is WAY TOO MUCH - It's a case of "Its not my job and I really couldn't give a damn" It would be too much effort to get off my chair and actually try to assist!!!!!!!!!!!!!!!!!!!!!!