Rude, disrespectful and disfunctional

I am writing to formally express my dissatisfaction with my recent experience while traveling with SAFAIR -We expected a smooth process with the convenience of digital check-in (Website/Whatsapp/App), but instead, I encountered several issues that ultimately caused significant inconvenience, unexpected expenses, and undue stress.

Firstly, the digital check-in system was not functional on the day of my travel. Despite repeated attempts to check in online, I was unable to access the system, which resulted in delays and confusion at the airport. It was disappointing to discover that the technical issues were not addressed beforehand, which created a bottleneck for passengers who were relying on this feature. The app kept on saying “check back in 15min – whilst boarding passes was supposed to generate – these never generated!

Upon arrival at the airport, I approached your staff for assistance with check-in. However, I was met with unprofessional and discourteous behavior that only added to my frustration. Rather than receiving helpful guidance, I felt dismissed and unsupported during a stressful situation.

To make matters worse, I was required to rebook my flight at an additional, costly fee due to the delays caused by the digital check-in issue and lack of assistance from your team. This added financial burden and stress could have been avoided with better service and functional technology.

I trust that SAFAIR values its customers and is committed to providing a positive travel experience. I urge you to address these issues—improving your digital check-in system, training staff to provide respectful and helpful customer service, and reviewing your policies on rebooking fees when the airline is at fault.

I therefor expect a full refund on the additional fees I had to pay, as I was at the airport on time, and was ready and available to board my flight!