POOR CUSTOMER SERVICE

Item: FlySafair
Rating: 1

To Mr Elmar Conradie CEO - SAFAIR SAFAIR CLIENT SERVICE IS NON EXISTING!!! On the 2nd of September 2016 from Cape Town to OR Thambo - flight FA205 - my Cellini trollies case was damaged. It was in supreme condition. On the 3rd of September 2016 – as per SAFAIR policy - I have to register my claim within 24 hours. I rush to the airport and was in time to register my claim at the office - OR Thambo. The reference number JMBFA10996. They informed me that within ± 14 days they will provide feedback. After 3 weeks I start phoning to find out what the situation is. I speak to Jeff Gidish ********** 320 who is responsible to repair damaged luggage. He then informed me that he have noticed the red Cellini case on the self at OR Thambo. On requesting the reason he was informed that they await instruction. My case was after 3 weeks still on a shelf at OR Thambo - awaiting instruction. On ± the 28th of September he informed me that he have received instruction to repair it. I informed him that if it does not look the same as a new case it is not acceptable. Later he called me and said he has done his best but you could clearly see it is patched. I said to him that is not acceptable, the case was in a superb condition - and I want it in the same condition or a new one. On the 17th of October 2016 I request SAFAIR once again – “Could someone please inform me what is going on ?” – No feedback On the 28th of October 2016 I request SAFAIR once again – “I am very frustrated to find the person or persons that could assist me with my Cellini trollies case that was damaged. It is ashamed that an organisation of this stature client service does not exist. Please read the attached and assist me with this.” On the 28th of October 2016 I received feedback from SAFAIR – the only one up till now that have reacted - Kerry-Ann - Kindly note that the agent whom is assisting you on this is aware and will contact you accordingly. Then I got a call from an unknown person who informs me that SAFAIR will only repair the case. On the 07 11 2016 I received an email from Khensani Khoza- “Was just doing a follow up to know if you did receive the fixed bag from the airport.” I inform him that I did not receive anything yet. As we speak I still have not received my Cellini trollies case – neither further feedbac**** – Unbelievable !!!

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