Serious Check-In Error & Luggage Mishandling – Refund Request Ignored (FA304, 29WRZ1)

I am writing to formally report a serious issue I experienced during check-in for my flight FA304 on 23 July at 19:50, reference number 29WRZ1, and to request a refund for the additional luggage fee I was incorrectly charged due to your staff’s error.

When I arrived to check in, I provided my ID to the check-in clerk. While engaging in casual conversation, the clerk mistakenly checked in another passenger. He then informed me that I had no checked-in luggage included in my booking, despite having my ID in hand and despite my showing him the boarding pass on my phone, which clearly displayed that luggage was included. Unfortunately, he did not bother to verify the information properly and instead printed an incorrect boarding pass for a different passenger with my surname.

He then escorted me to the “luggage add” counter to investigate or add luggage, again using the wrong boarding pass and not my ID. At this counter, I was again told I had no luggage included. I tried to show the correct details on my phone, but I was ignored. I was visibly shaken and confused at this point, as I had confirmed the day before that checked-in luggage was part of my booking — and my booking confirmation reflects this.

To avoid further delays, I paid an additional R155 (a reduced rate offered from the standard R350) and decided to address the matter later.

Before boarding, I noticed the boarding gate listed on the printed pass differed from the one sent via WhatsApp. My seat number had also changed. Thinking it may have been a schedule update, I double-checked — and to my shock, I discovered the flight number was different. Upon closer inspection, I realized the name on the boarding pass wasn’t even mine, though the surname was correct. This confirmed that I had been checked in under someone else’s name, and my luggage was headed for a different destination.

I immediately informed the boarding gate staff. The agent on duty quickly investigated and identified that the error had been made by or under the authorization of someone named Esethu. Thankfully, this staff member resolved the situation — he printed the correct boarding pass, retrieved my luggage, and ensured it was placed on the correct flight. I am truly grateful for his swift assistance at that stressful moment.

However, no notes were made on the incident, and I was still charged for luggage that had already been included in my booking. The next day, I contacted FlySafair, submitted a picture of the incorrect boarding pass, and requested a refund. To date, my emails and request have been ignored.

This incident caused me significant stress and confusion, and it was entirely preventable. I now request that FlySafair:

Refund the R155 I was incorrectly charged, as luggage was already included in my original booking.

Properly investigate the staff error and handling of my check-in and boarding process.

Acknowledge and respond to my previous communications regarding this matter.

I sincerely hope FlySafair will do the right thing and address this issue appropriately.