Poor Customer Service and Overall Bad Experience

I booked a return trip to Mauritius via FlySafair for my wife and I which ended in disaster due to very poor service from FlySafair.

Our return flight was booked for the 9th May 2023 and was due to arrive in JHB at 18:45, I then had booked a flight from JHB to CT which was departing at 20:05.

When we checked in at Mauritius for the return flight I specifically told the agent that we will be taking another flight right after we arrive in JHB and if there is any way that we can prioritize our bag, he said that we can just collect it as normal and then check it in again for the next flight.

• The FlySafair flight from Mauritius ended up arriving 10 minutes late • Once we disembarked, we waited almost 30 minutes for our luggage to arrive • We then ran to the check in counter to check the 1 medium sized bag that we had and arrived at the counter at 19:30

The 2 staff members at the check in desk were VERY rude and unhelpful, I was smugly told that it was too late to check in any luggage and that I should have booked the flights further apart (note that there was not actually a later FlySafair that night). I then went to the ticket counter and they told me that I should have asked the agent in Mauritius to add a note to the system which would have allowed me to check my bag in a bit later, that is exactly what I had done!

The ticket agent told me that I will have to book the next flight which was at 5:55am the next morning and I ended up paying an extra R654, I then had to find a hotel to stay for the night which cost another R830!

The next morning when we were seating on the 5:55am flight I saw another customer bringing a bag onto the plane the exact same size as my checked in bag. The air stewardess told him that its do big for the cabin so she will have it taken to the sky check and he can collect it when he gets off the plane.

1. Why does FlySafair even allow flights to be booked so close together if you are not able to accommodate them, there should be some warning or something preventing this from happening 2. Why did the FlySafair agent in Mauritius not add this ‘Note’ to the system that would have allowed me to check my bag in a bit late 3. Why was I not given the option to check my bag in via sky check, we were not to late to board our flight but nobody at FlySafair even tried to come up with a solution, instead I was treated VERY rudely and made to feel like everything was my fault

Overall this was a very disappointing experience just trying to get back home and it ended up costing me a lot more money in extra flights, hotels and transport.

I then received an e-mail to complete a Survey, I voiced my unhappiness and have heard nothing back, so what is even the point of doing customer surveys.