Poor Customer Service

I was very happy to wait for the 24 hour responds time, however i sent the following mail on the 27 November already and again on the 28th and no responds. I even went on their website to send a refund request and still no responds. I am even more disappointed now and upset than I was previously.

So here it goes,

"Good day to whom this may concern,

On this day 16/11/2017, I booked 2 tickets for my flight from Cape-Town to Johannesburg (Lanseria) on flight FA304 to departure on 23/11/2017 and return on the 26/11/2017 on flight FA303. I have made my booking online and went to pay it on the same day to secure my spot on the flights of which I have confirmed and payed for.

I made payment of an amount off R1713 for my return flight and was still happy to pay the extra for the luggage for both flights that was confirmed which were R500 together. Till this time I was still happy with the service that I have received from FlySaFair until my return date.

On the 25/11/2017 , I tried the whole night to check in via the FlySaFair website but found that your website was offline and I could not check in at any time prior to trying. I arrived 1 hour prior to my flight to do my check in and get my luggage on board where at the check in front desk, I was stopped to find out that check in was closed and that no seats were available due to you overbooking the flight for which I made payment for on the 16/11/2017 and had recieved confirmation. Myself and 6 other passengers that was not allowed to check in were also informed that there were no seats available and check in was closed. We were advised that online check in's close 4hours prior to departure, however there is no clear indication of this on your website. The way myself and the other 6 passengers were treated from the FlySaFair staff was very unprofessional and not acceptable. The lady who assisted me at the check in point told me that there is nothing she can do to assist me and that the check in for flight FA303 was closed and I must rather go to the Kulula sale tickets and purchase a new ticket. The way the staff spoke to us was unbelievable and I felt that they didn't want to assist us or help in anyway to accomodate us. I then went to the flysafair help desk where they transferred me over to a flight that was leaving from OR Tambo at 20:15. With that being said FlySaFair made me drive an hour out of my way to OR Tambo just to find out that now I have to pay for another ticket on my own expense for the mistake that is on FlySaFair. From me paying R1713 for 2 tickets to me paying having to pay an unbelievable price of R3413 for both tickets is not acceptable.

The question is: what if I didn't have the money to pay for a new flight? Who was then going to assist me in the mistake that flysafair made because at that point, I can tell you that flysafair would not have helped or assisted me. I would like to take this further with your manger and to the manager on duty at Lanseria on the 26/11/2017. I would also like to lay a complaint on the lady who was working on that shift at the check in counter as this is not how any Customer deserves to be treated. I feel that this is not fair towards me and I should be refunded on the ticket I paid for a week prior to me leaving and confirming my booking. I have all documents attached for you with all dates and prices. I would like to hear from you as soon as possible as I am willing to look into laying a complaint on Hello Peter as well for the poor service.

I look forward to hearing from you."

I hope now that I will hear from you!!!!!!