PLEASE NEVER USE FLYSAFAIR AIRLINE

PLEASE NEVER USE FLYSAFAIR EVER Read this first before you consider booking or flying Domestic Economy airline FLYSAFAIR.

On the 26 March 2021 My family and I had flights booked from Dur to Jhb and return flights on the 28 March 2021. The morning of the 26 March we got news that family members whom we had supper with earlier in the week had tested positive for covid19.

We wanted to be responsible and do the right thing by not continuing with our travel plans and so we contacted the airline. The 1st customer care agent we spoke to, mentioned we could make flight changes after a consultation with our GP and a medical note needed to be emailed to the help desk at Flysafair and then we would be further assisted to make flight changes. We did the consultation and then emailed and did not get any correspondence from the airline.

On Saturday we called and waited on call for 45 mins with another agent named Happy.This agent had to listen to the recording from the day before while I waited on call so she could understand the query made the day before. She mentioned that she could help with changes however this would be at a 50 % penalty or R300 penalty for the 8 flights. ( 4 passenger / return trip)

By this time it frustrated me as a client to know that just because we have chosen to do the right thing by not continuing with our travel plans we now had to incur penalties. So I am lead to believe that the airline would rather promote people to continue their travel plans even with having close contact with confirmed covid 19 positive otherwise they will face penalties such as 50 % or R300 per flight.

Outlining my dissatisfaction to the agent stating that we did not want to risk everybody else by travelling ( the airline staff, cabin crew, the general public) how is it now we have to pay a penalty for being responsible citizens.

This query was further escalated to a team leader. Who was supposed to call the same day however we only received her call on Sunday.

Thululie was the team leader who called saying that she had listened to the recording from the days before but still couldn't assist any further as this is Flysafair policy, repetition of 50 % penalties and R300 penalty per flight. At this point I did express my frustration and disappointment at the airline. " If people travel irrespective of having exposure to covid19 positive patients there will not no penalties if you opt not to travel then face the penalties and this will be done in vouchers, so yet again you would have to spend more money to book flights and travel using the airline.

This query was then escalated to Nonhlanhla (Customer service Manger) who called on the 29th March 2021. He repeated the same policy and even said that this airline could not help me with anything other than their policy. Repeated the policy again and said these are the penalties I would have to incur. I asked if there was any way possible for me to get any cash refunds be it the 50 % penalty or the R300 penalty. By then I realised I would never ever use this airline. Even the penalty voucher would not work for me, as I have paid R3576 and the airline wants to give me a voucher of R 1 176. This means they want you to use the airline, use the voucher and still pay the difference for new flights .

I would like the greater public to know that they should also not fly with this airline. Do not be fooled with the low airfares, in my opinion the airline customer service is just as cheap and low. We had concluded the query with there being NO 100% voucher refunds or any cash refunds for passengers who are responsible not to travel and risk everybody else. DISSATISFIED AND WILL NEVER FLYSAFAIR EVER AGAIN.