Horrible treatment

On the 11th May 2021 I was travelling with my sisters and kids to Durban. The airline had not informed us that our luggage was a separate payment from the ticket price. We got to the airport the self service machines to check in were not working,we then had to pay R750 for our luggage. ONLY when we were at the airport were we told we needed to check in 2hrs before to pay R180 for our bags.

On the 13th, we check in +2hrs before time, the website wasn't friendly enough to guide us on how to check our bags in, so we get to the airport, we are told it's not possible to check in bags as we have already checked in. Staff did not even bother to show us how it's done. We pay again R750 for our bags.

When we got to OR Tambo. I found my bag shell broken, messed up. I asked the airline staff there what happend to my luggage, they tell me they don't know. I go to the info desk of flysafair, they tell me they don't deal with such. They sent me outside to Swissport. I get there I complete a incident report, they send me to police station for stamps, they took pics of my bag and I was told the airline will get back to me. The airline responded early June, they wanted pics again of the bag,and how much was it. I sent them pics, told them it cost me R1500 for the bag. The lady said they will get back to me. On the 7th June, they respond to say they are only paying R500, and no explanation of how why, she is telling me of terms and conditions which None we told us beforehand We paid R750 for the luggage to be on the plane and to be taken care of and this was not done then the airline just comes up with an arbitrary R500 compensation which is not even 50% of the cost of my luggage. We even paid extra for insurance and still not getting assistance. This is not acceptable. The lady responding on emails, Andrea January has no remorse and no customer service. She just says "we paying you R500, and that's it. Even when I asked her to escalate the matter, she just dismissed me

I'm really disappointed at the treatment of the airline staff