Shocking and Heartless Airline

Dear Sirs,

Re: Awful experience and customer service

It is with great disappointment to come across such a heartless and inconsiderate staff and airline. Having booked a last minute flight out to Johannesburg from Cape Town regarding an emergency with direct family in ICU tonight, rushing in peak hour traffic only to get to the front desk 40 mins before our flight (without any luggage to check in) the very unhelpful lady at the check in would not help us check in as we were ‘2 mins late’. Being frequent flyers, we understand the process of flying and knew that especially in an emergency like tonight they could of helped us with our boarding passes so we could get to our gates as the gates hadn’t even opened yet. Sending us to ticket sales after seeing our urgency and having NO one willing or interested in helping us with the matter. Being in the emotional state that I was in, safair clearly had no compassion or consideration in trying to assist me in any way other than trying to send me on a later flight. This resulted in a British Airways consultant at the check in do whatever she can to get us on the next possible flight. Thank you to The wonderful lady for being the epitome of CUSTOMER service - which I didn’t receive from safair.

I will therefore NEVER fly another flight with safair and encourage ANY person with an emergency to consider any other airline. It is disgusting and very disappointing.

I expect a prompt explaination of the above mentioned.

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