POOR ASSISTANCE BY FLYSAFAIR STAFF

To whomever it may concern, I am writing to express my frustration and disappointment with the handling of my aunt and 2x toddlers travelling experience at East London Airport on 16 July 2025. Despite arriving at the airport on time at 13:54 for a flight departing at 15:10 to Cape Town, they were subjected to poor queue management and unhelpful direction from staff, which led to them missing their flight. My mother, Linda Ganca, a 62-year-old elderly woman, was travelling with my two young children, aged 2 and 4. They were repeatedly moved between queues with no proper assistance, and by the time they reached the front of the correct line, standby passengers were being checked in ahead of them. This resulted in them losing their seats on the flight. The situation forced them to seek alternative accommodation at personal cost and has caused significant stress and anxiousness to my mother, the young children, and to us as the family. The experience was not only unacceptable, but avoidable had there been proper care, empathy, and management from airport staff.

I am requesting: 1. A full refund for the missed flight. 2. Immediate rebooking on the next available flight to Cape Town which is Saturday at no additional cost 3. A formal investigation into the matter, including a review of the security footage to verify their presence at the airport in time and the subsequent mishandling. I trust you will treat this complaint with the urgency and seriousness it deserves.