Misleading promises

Subject: Formal Complaint – Misleading Advice on Cancellation Voucher for Booking QGC4GO – Charmain Fourie (ID: ***)

Dear FlySafair Customer Care Team,

My name is Charmaine Forry, and my South African ID number is ***. I am writing to formally complain about misleading information provided by one of your customer service representatives this morning, which directly led to my decision to cancel one passenger from my booking.

This morning (16 February 2026), I contacted your customer service team regarding my existing booking QGC4GO booking reference and flight details from Lanseria to George. I specifically asked whether cancelling one passenger would entitle me to receive a voucher (credit) for future flights. The representative explicitly guaranteed that I would receive a voucher back for the cancelled portion, which I could use on future travel.

Relying on this clear assurance, I proceeded with the cancellation of one passenger. However, when I later attempted to use the expected voucher/credit to book a new flight, I was informed that I am not eligible for any voucher or credit, and that the ticket value was lost entirely.

This is deeply disappointing and unfair. Had the representative informed me accurately that no voucher or credit would be issued (or that the cancellation would result in a full loss of value, perhaps due to fare rules, timing, or other conditions), I would not have cancelled the passenger. Your agent’s incorrect guarantee directly influenced my decision and caused me financial loss and inconvenience.

I kindly request the following:

• A full investigation into this matter, including a review of the call recording (if available) from this morning’s interaction.

• Immediate issuance of the promised voucher/credit for the cancelled passenger’s fare value (or equivalent compensation), as per the assurance given.

• An explanation of why the information provided was incorrect and what steps will be taken to prevent similar misleading advice in the future.

I value FlySafair as an airline and have chosen you for affordable, reliable travel in the past. I hope this can be resolved promptly and fairly to restore my confidence in your customer service.

Thank you for your attention to this complaint. I look forward to your prompt resolution.

Yours sincerely,

Charmain Fourie