Safair ********* behaviour

I am writing to formally express my disappointment regarding the handling of my damaged luggage claim following my flight with FlySafair on 1 January 2026 from Durban (DBN) to Johannesburg (JHB).

This flight was part of a longer journey, as I was connecting to an international flight from Johannesburg. Upon arrival in JHB, we discovered that one of our checked bags had been damaged while in FlySafair’s care. We immediately reported the damage and completed all the required documentation at the airport, as instructed by your ground staff. We were then informed that the matter would be investigated.

After waiting a week, I was extremely disappointed to receive feedback stating that FlySafair is not liable for the damage and that we should have taken out the R13 luggage insurance. This response is unacceptable and deeply concerning.

As a frequent FlySafair customer, I find it disappointing that responsibility for damaged luggage is being shifted to passengers, rather than FlySafair taking accountability for baggage handled by your own staff and systems. Customers should not be expected to pay additional insurance to protect themselves from damage caused while luggage is under the airline’s control.

This experience reflects poorly on FlySafair’s commitment to customer care and service standards. At the very least, I would have expected the airline to take responsibility or offer a reasonable resolution for the damage caused.