Impatient rude assistant/lost voucher Flysafair

Rude assistance from FlySafair.

In January 2025 I booked return flights for myself and my son to Cape Town. I later cancelled my flight back because I decided to drive with a friend. FlySafair then issued me a voucher valid for one year. During that time I had problems with my email and struggled to receive messages, which caused me to ask them twice to resend the voucher. Many of my emails got lost during that period, but they assured me that the voucher was on their system and linked to my profile. Because of that, I didn’t want to bother them again and thought I would simply phone when I wanted to use it.

After that, when we travelled with FlySafair again, I completely forgot about the voucher. On 28 October 2025, I decided to book flights for my dad to visit while on holiday From the start, the male agent who answered the phone was rude and impatient. After I made the booking, he asked me for the voucher number. I explained my situation, and he said “no sorry,” he needed the number. I instructed him to check my ID number on their system, which he eventually did—very rudely—only to tell me there was nothing. I told him twice that FlySafair had emailed me the voucher before, and he impatiently took down my email address, but the voucher was gone. I eventually put the phone down and regret not taking a reference number for the call.

I understand it was my responsibility to keep the voucher number, but the male agent assisting me that day did not provide friendly or helpful service. I also didn’t have my app login details with me at the time as I was on holiday. Today, when I logged in on my laptop to double-check, my profile shows no vouchers at all. So your system has lost the record of it.

I am not writing this complaint to receive a refund, voucher, or any compensation. But after this experience, FlySafair will definitely not be my first choice anymore.