Loyal Customer, Disrespected by Poor Service

Disappointed by FlySafair’s Handling of Damaged Luggage Claim

As a regular FlySafair passenger, I was shocked by the lack of accountability after my 20kg bag valued at R850 was damaged due to mishandling on a recent flight. Instead of taking responsibility, I was offered R350 and told that unless I paid extra for insurance, the risk was mine.

This response completely ignores the airline's duty of care once a bag is checked in. No apology, no ownership just deflection. I may not have the receipt due to the age of the bag, but its value is reasonable and the damage was clear.

Is this how loyal customers are treated? Is FlySafair now saying that unless you pay extra, your baggage is at the mercy of poor handling with no accountability?

I hope this feedback is taken seriously, because this experience has definitely made me rethink my loyalty.