Refund Claimed but Never Received – Extremely Frustrating Experience

I am disappointed with the service I have received from FlySafair.

In January 2026, I purchased three flight tickets, which I cancelled in February after my travel plans changed. I followed the correct process on the FlySafair website and submitted all required documentation for a refund, including my bank confirmation letter. However, I never received any confirmation that my refund request was successfully processed.

When I contacted the call centre for assistance, the agent—without even checking my booking reference—quickly guided me to accept a travel voucher instead. I agreed to this and received a voucher for R2468.61 on 6 February, after the applicable cancellation penalties were deducted.

In March, when I attempted to use the voucher, I was informed that it was no longer valid because a cash refund of R1684.30 had allegedly been paid into my account on 3 March. I can confirm that I have not received any such payment.

At FlySafair’s request, I provided my bank statements as proof. My bank has also confirmed that no such funds were received. Despite this, I am being sent back and forth and told to follow up with my bank—when the issue clearly lies with FlySafair.

I am currently dealing with a team leader, Fahiema Waryawa, who has repeatedly stated that the matter has been escalated, yet no resolution has been provided.

This experience has been extremely frustrating and disappointing. As a customer, I have done everything required of me and have provided clear proof that the refund was not received. It is unacceptable to shift responsibility onto the customer without providing proof of payment.

I am simply requesting what is rightfully mine, the reinstatement of my voucher/refund.

I hope this matter will finally be resolved urgently.