Most inconsiderate and unprofessional airline!

This is the most inconsiderate airline company I have ever had the displeasure to work with, and their customer service is non-existing! After being late due to the security check - in at the O.R. Tambo International Airport in Johannesburg, my father and I arrived at the boarding gate at 05:34 while the attendant was calling for "last call" our flight was only scheduled to depart at 05:55 and was still stationary and open with the passengers still busy boarding. As my father and I got to her she just smirked at us telling us "we are 6 minutes late, please go back to the ticket sales counter and book another flight". We tried to tell her that we are "last call" we were already checked - in for the flight and we were just trying to get to my brother's funeral she looked over our shoulder and threatened to call security if we did not leave. Please note that this was happening while she had the phone in her hands giving the captain of the plane the final figures of the passengers on the plane. I went to the ticket sales counter only to find out that all the flights to George was sold out until that weekend! The lady at the sales counter consulted her superiors who agreed that the attendant at the boarding gate was in the wrong and that we were still in time. They gave me an email address and contact number to contact to report the incident, I have been trying to do so since Wednesday 25 April 2024, only to hear that "my complaint is being noted and they will get back to me". After my last email to them telling them that I am going to write a review on hello peter and take it to Carte Blanche, I finally received an email stating that they forwarded the email because I had the wrong email address, but every time I try to make contact to get any feedback regarding the matter I get ignored and my emails are not answered! Needless to say they are quick to take your money but when it comes to correcting mistakes on their side they are reluctant to act - not only did we loose over R7000 but we had to pay for new tickets with a different airline. I am not going to let this go, Safair should take responsibility for their employee's actions and compensate their clients when they are in the wrong! Below is a copy of my email to them: Good day,

I am emailing with regards to the flight my father and I missed due to the lady who worked at the boarding gate C10 refused to let us go through even though she was busy saying “Final Call” when we got there and she was still busy with the pilot on the phone and simply told us that we’re 6 min late this was at 05:34 AM while we were standing there. She simply told us “go to the ticket sales counter and book the next flight” while smirking at us.

As we were waiting at the ticket sales counter it was 05:38 and the plane had not even dispatched and was still busy boarding.

The lady at the counter went through the events with me and spoke to her seniors and then told me that we were still within our “5 min grace period” especially since the lady at the boarding gate was still on the phone with the pilot giving him the final figures.

We tried booking another flight with SafAir but all of the flights have already been booked, causing us to have to purchase a new ticket with CemAir.

We are travelling to George for my brother’s funeral and need to be there by tomorrow morning early. We tried explaining this to the lady at the boarding gate, but she merely told the pilot that all of the passengers were on board.

I find this to be extremely unprofessional all the while having a smirk on her face, we were on time for our flight even though it was during the grace period we were still on time while she was speaking to the pilot.

This not only caused us financial stress and strain but emotional trauma from stressing about not making my brother’s funeral although we were on time.

I emplore with you to please review the camera footage and see for yourself.

Another guy was late for his flight to Cape Town at gate E13, the gate was already locked and the employee working there was already gone, but they still allowed him to board his flight.

I would appreciate it if you could take the time to review the footage and advise us from there as we lost a lot of money that we do not really have.

Thank you for your time and effort.

Warm regards, Chanelle Chan.