Traumatized and bul**** by the staff at King Shaka - FLYSAFAIR

On the 31st of May 2024 I was taking a returned flight to Lanseria Airport after attending a Funeral in Durban. My flight was at 19.40pm FLIGHT FA323. I checked in online and proceeded to boarding Gate 8.

While waiting to check in at the boarding Gate 8. I was first in line, and I could see the Staff (ladies) at the entrance were having a discussion amongst themselves. Then this thin tall Indian Lady approached me and asked me about the weight of my luggage. I told her that it is less then the 7kg and she asked me how I checked in. I told her that I checked in online and that I had my boarding pass on my phone.

She then asked me to come with her to weight the luggage. So, we proceed to the bottom of the gate, and she asked me for my ID.

Then another lady Anela Ngubabe (Surname spelling incorrect) came to me and told me that my suitcase was not the required size. I told her that it is and that I have travelled with this very suitcase numerous times on FLYSAFAIR. When I purchased this suitcase, I went into the FLYSAFAIR WEBSITE and screenshot the measurement for the cabin suitcase size. And I ensured that it was correct size before I purchase this suitcase for my entire family of 4. We all travelled to Cape Town last year July using these very suitcases.

She sized my suitcase using the cabin suitcase metal box measure. My suitcase was the extract size of the metal box measurement, but she wanted my suitcase to fit into this metal box. I told her that when my bag was previous measure, they measured it by putting it next to the metal box and not inside. She insisted that it had to fit inside the metal box. I told her to look at the other people that were boarding and their bag clearly will also not fit into this metal box. I have seen the staff at Lanseria Airport measure other people’s luggage side by side to the metal box and not putting it in the metal box for measurement.

She was very rude to me and insisted that I can pay the R 350 for the luggage, or I can opt to leave my bag behind or miss the flight altogether. I told her that I do not have the R 350 because I was in Durban for a funeral, and I was unforeseen, and I had no extra money with me. I was in tears just mentioning the funeral of my very close Aunty.

I asked to speak to the manager, and she referred me to Deslynn Van Wyk told me that she was her supervisor. I told Deslynn Van Wyk that I have used this suitcase many times and I had no issues with the size of it on my flight down from Lanseria airport on that Wednesday the 29 May 2024. I asked her how come different airport have different rules because my luggage was the size of the metal box, and this Lady Anela wants my suitcase to fit into this metal box.

Deslynn Van Wyk told me that it is not the airport rule but the individual person and the way they see it. I asked her what she means by that…. I felt like I was victimized, and I was bul**** in front of the other passaging boarding the flight. I told Deslynn that I was here for a funeral, and I do not have any extra funds available to pay the R 350. Again, I was in tears. Deslynn said that there is nothing she can do and that I must pay.

I was in such a state I did not know what to do. My phone battery was very low, and Thank God I managed to contact my husband in Johannesburg and asked him to lead my R350. My husband banks with ABSA and I with FNB. He had to do an immediate payment for me to pay the R 350.00. I had to wait for someone that Deslynn called with a speed point to make payment before boarding my flight.

I was in such a state when I eventually boarded the flight and having all the passenger look at me in that state. Because they could see how I was treated while they were boarding.

My entire flight to Joburg was so miserably. I could not wait to get off the plane. I was in tear the entire time because of the way in which I was threated. Just typing this email just bring that trauma all back to me but I feel that I need to expose the staff involved and get this complaint out to the passengers, so that another passenger does not go through my ordeal with FLYSAFAIR

FLYSAFAIR is trying to make a quick buck out of passengers at any cost. It is sad. My son asked me why I did not record the ordeal and expose it on social media. Unfortunately, at the time I did not think and was so overwhelmed by the conduct and insensitive staff. Imagine what my situation would have been if I was unable to get a hold of my husband or if my phone was completely dead.