Poor service with airline FlySafair ... be aware of the small print!!

I recently flew Joburg / Durban return.

I landed back in Joburg on Tuesday the 9th of August 2022, and when my bag came off the conveyer belt, I noticed that the lock had been broken.

Mr Kelello Motsatse (from the FlySafair), was nearby and i spoke to him about the matter. He was most helpful and a real gentleman to boot.

He suggested I log a claim with his airline (which i did then and there online), and also asked me if anything was ****** from inside the bag. We then opened the bag together and found that the 3 smaller bags that were inside, had been opened, clearly showing someone was interested in *****ing something of value.

Fahiema Waryawa responded to my claim with the following words ...

I do regret to inform you that your claim was declined as per our terms and conditions, which states that Flysafair does not take liability for scratches, cosmetic or minor damage to Baggage, including but not limited to damage to wheels, zips and locks, nor for any items protruding from baggage, such as handles or trolleys.

Firstly ... wheel or handle damage on an expensive suitcase can be an expensive repair.

Secondly, I have been blessed to travel a fortune over the past 30 years .. locally and internationally and have never found an airline to not take full responsibility for luggage damage as and when it has arisen, which is as it should be. When one says goodbye to one's luggage, one expects it to come back in the same condition surely.

I do hope that either the airline brings their policies in line with best practice carriers or that customers choose other airlines who do deal with these matters fairly. A most frustrated customer! Paul Bacher