Unacceptable Service and Damage to My Luggage – FlySafair's Disrespectful Treatment Must Be Addressed

I am writing this complaint with extreme frustration and disappointment regarding the shocking service I received from FlySafair. My experience has shown me that this airline has little regard for its customers or their belongings.

In January, I travelled to Mauritius with my family — a group of 10 people — using FlySafair. When we returned to South Africa, my suitcase was returned to me severely damaged, as if it had been thrown around carelessly while in the airline’s possession. This was a premium Cellini bag that was in perfect condition when I checked it in.

When I approached the baggage counter to report the damage, the staff member on duty seem to be just waking up from a long sleep and reacted as though I was disturbing him. Instead of assisting me professionally, he was rude and dismissive, and shockingly began verbally abusing me in front of my 10-year-old son. This behaviour is completely unacceptable and deeply disturbing from someone that should be helping customers.

I then went to the outside counter where another staff member finally assisted me. I was instructed to go to the police to obtain a stamp and file a report. After doing so, I returned to the baggage area, completed the required paperwork, and was told that the matter would be handled via email.

A representative named Ashveer Ramchander later contacted me by email and informed me that my case had been sent to their legal team for review. A few days later, he responded again — not with a proper resolution, but with an offer of only R300 as compensation for the damage to my bag.

This is completely unacceptable. How does FlySafair justify offering R300 for a damaged Cellini suitcase that was under their care and control? When I questioned this, I was told that the airport was responsible — despite the fact that my luggage was checked in with the airline and handled by their baggage process.

Ashveer stated he would return to the “legal team” for further review. Weeks have passed with no meaningful update, and I have had to repeatedly chase for feedback. I was asked to provide full details of the bag, including the brand and cost, which I did immediately. Despite this, I have still received no proper response or resolution.

I requested to escalate the matter to a manager or the CEO, but this was ignored and avoided entirely. Instead, I kept receiving the same response that the matter would be discussed with the legal team. At this point, it feels like a delay tactic rather than genuine customer service.

The lack of accountability, poor communication, and the unacceptable behaviour from your staff have made this one of the worst customer service experiences I have ever encountered. After spending a significant amount of money on flights for a family of 10, this is how FlySafair treats its customers.

I expect FlySafair to take responsibility and either replace my damaged Cellini suitcase or reimburse me the full cost of the bag. The current handling of this situation reflects extremely poorly on your company.

Customers deserve respect, accountability, and proper service — none of which I experienced.

I will not be recommending FlySafair to anyone after this experience.