rude hostess,

Good day,

I would like to lay a formal complaint against the very rude hostess that I had to deal with on my flight on the 05 Nov 2019. FA273

Upon traveling on a family vacation from Johannesburg to Durban on the 01 Nov 2019 with my husband and 2 daughters aged 11 and 4. My little one was traveling for the first time and I could sense the nerves was unsettling to her. We boarded the first flight FA262. This became very clear to the hostess that my toddler was not going to sit in her seat as she clinging on to her father for dear life. The hostess was MOST helpful an explained to my husband how she could sit on his lap and also explained that she would not be able to be buckled as she would not be sitting on her own set. We understood the risk and the hostess checked up on my toddler from time to time on the very shorty flight.

We were given great care and for this I am ever so grateful. It’s unfortunate that I did not get the lovely lady’s name.

The trouble started when we had to flight back to Johannesburg on the 05 Nov 2019 FA273. With a very tired and nerves toddler once more my daughter would not let go of her father and refused to sit in her seat for take-off. I had a hostess come and scream at me to buckle my child to her set to which I defiantly tried to. With her screaming and kicking I was not able to place her in her seat and explain to the hostess that she set on her father’s lap on our first flight and we understood the risk. She refused to listen to me and asked me for the flight details on which my child was allowed to sit on her dad. I than gave her the details( as above FA262) she continued to shout at me about the risk involved. I told her I completely understand however my child was now screaming and feeling very fearful to let go of her dad.

There was another passenger sitting next to my husband as my older child and myself set in the Infront of my husband. The hostess named MAAVIS asked that other Indian lady to control her child however this was my child and she assumed the other Indian lady was the mother of my child.

Maavis than walked away after that passenger told her that’s not her child. I once more tried to explain to her that she was allowed to sit on her father on the first flight and we understood the risk but to prevent any more stress to my child she was not going to sit in her seat for take-off. Maavis than called another hostess named Renaldo to come and tell me the same thing. To which I than again tried to force my toddler to sit in her seat. The screaming became too much and I left my child on her dads lap. Renaldo went on to tell me should something happen to my child the insurance will not pay out!!!!!!!!!!! What damn insurance when I had to deal with such rude people.

My child was clearly very scared of the take off and we needed some kind of assistance and understanding not to be treated with such disrespect. As your moto goes “for the love of flying” this is clearly not the case and I will be posting this complaint on ever social network and media page possible today. We will never be using Flysafair ever again and I will defiantly share this very bad experience with everyone I know. As frequent flyers this is unacceptable.

The rudeness by the 2 people who are supposed to make flying a little easy for us who travel with little kids instead humiliated us as parents and caused my toddler such discomfort and stress.

I am disgusted with the breed of rude staff you have working at Fylsafair. The rolling of eyes I had to deal with from these 2 very rude individuals and the manner in which were spoken to. Please rest assured I will not rest until my complaint reaches the correct ears.

I expect some sort of apology and to ensure that those 2 individuals will never be allowed to treat paying passengers in this manner.