Lost Luggage Poor Service SAFAIR

My recent experience with SAFAIR on 24 March flight FA122 from CPT to ORT @ 17:30 was, unfortunately one of extreme dissatisfaction. From the outset at check-in, it was evident that the service quality fell far below expectations. The check-in attendant seemed ill-prepared to handle any issues that arose, leaving passengers feeling stranded and frustrated. One glaring issue was the malfunctioning baggage carousel, which significantly delayed the check-in process. Despite this setback, there was a lack of communication from the check-in attendant to inform the pilot about the delay, exacerbating the situation further. Upon arrival at ORT in Johannesburg, the ordeal continued as our luggage failed to materialize. This was especially distressing as my 11-month-old granddaughter was traveling with us, and her essentials were all packed in her missing bag – milk, medicine, and clothing. The oversight of not checking in her bag added an additional layer of stress to an already challenging situation. The subsequent two-hour wait at the airport to file a claim for our missing luggage (3x bags) was exhausting, particularly for my tired granddaughter. The late hour only compounded to our fatigue and frustration. To find ourselves without our necessities, especially with work commitments looming the next day, was immensely inconvenient and disruptive. What was most disappointing, however, was the apparent lack of empathy or effort from SAFAIR staff to assist us in our predicament, particularly considering the presence of a young child. Their indifference towards our plight left a lasting impression, and we have resolved never to fly with SAFAIR again. In conclusion, our experience with SAFAIR on 24 March was marked by poor service, logistical failures, and a lack of compassion for passengers’ circumstances. For an airline, especially in the business of transporting people, to disregard the well-being and comfort of its passengers, particularly those with special needs such as infants, is simply unacceptable.