HORRIBLE CUSTOMER SERVICE

I am writing this review to formally express my disappointment with the customer service my sister received while traveling with FlySafair.

At boarding gate C10 today, just before the scheduled opening at 11:25 for flight FA386 (JHB to EL - O.R Tambo Airport), my sister was unfairly charged for her hand luggage. The bag was small and clearly within the dimensions permitted for a personal item, yet she was still subjected to this charge.

What made the situation worse was the conduct of the consultant assisting her. Instead of handling the matter professionally, the consultant made snide remarks in front of other passengers, rolling her eyes and saying in isiZulu: “Sibamnike neCard elithi boarded lo, cabanga” — loosely translated as “They’ve already given ‘this one’ the card that says boarded, imagine.” This was said in her presence as if she were invisible, which was both rude and deeply unprofessional.

The incident left my sister, who is only 18 years old and flying alone for the first time, feeling embarrassed, uncomfortable, and distraught. She was so shaken that she did not even check her tag, overwhelmed by the humiliation caused by the consultant’s behavior.

It is unacceptable that a young passenger’s first solo travel experience was marred by such treatment. The consultant’s actions demonstrated a lack of respect and empathy, and gave the impression of taking advantage of her youth and inexperience.

This experience reflects poorly on FlySafair’s standards of customer service. I expected better from a company entrusted with ensuring passengers feel safe, respected, and valued. Instead, my sister’s confidence was undermined, and her journey began with unnecessary distress.

I hope FlySafair takes this complaint seriously and addresses the behavior of staff to prevent similar incidents in the future.