Rejected claim damaged luggage

Flight FA216 | 13 May 2026 | Claim *** — Damaged baggage claim rejected twice despite clear airline liability On 13 May 2026 I flew on FlySafair flight FA216 from OR Tambo to Cape Town. At OR Tambo, a FlySafair staff member directed me to check my hard-shell carry case (HPRC 2550W) through the Fragile/Assistance counter. I specifically asked if I could use the Oversized Baggage counter instead — as I had done without any issue on my outbound flight from Cape Town — and was refused, being told it would "look suspect" for me to accompany the staff member to that area. The staff member then took my bag and wheeled it away with the pull handle extended. I had no further access to or control over the bag from that point. On arrival in Cape Town, the handle grip had been completely broken off and destroyed. FlySafair has now rejected my claim twice, citing a T&C exclusion for "protruding parts." However, the handle on the HPRC 2550W is fully retractable — it sits flush with the case when stowed. It was only extended because your staff took the bag before I could retract it. The same case, on the outbound leg of the same trip, was processed normally and arrived undamaged. I have formally raised that: (1) the handle is not a permanently protruding part; (2) the bag was entirely under FlySafair's custody when damaged; (3) FlySafair's own staff refused my request to use the correct counter; and (4) this constitutes a violation of Sections 48 and 54 of the Consumer Protection Act, 68 of 2008. Neither response from FlySafair has engaged with any of these arguments. A formal complaint to the CGSO is prepared and ready to file. I would strongly prefer to resolve this directly. I am asking FlySafair to honour its duty of care and cover the cost of repairing or replacing the damaged handle on my case.