Unacceptable Service and Poor Customer Experience with FlySafair

Review of FlySafair Service Experience

I am writing to express my deep disappointment with the service provided by FlySafair during my recent travel on 31 December 2024. Despite my efforts to make the boarding time, I missed my flight by a mere three minutes. I ran all the way to the gate after being called over the airport system only once, and I even informed the gate staff that I was on my way. Unfortunately, this did not result in any leniency or accommodation.

Upon arrival at the gate, I was informed that my luggage had already been offloaded. A fellow staff member suggested double-checking this decision, but the gate staff refused to do so. I was then escorted to retrieve my suitcase and had to wait for nearly an hour for it to be returned. To add to the frustration, I could see the plane still on the ground, but I was not allowed to board it.

As a consolation, I was offered a standby ticket for a new flight. However, the next available flight was only on Saturday, 4 January 2025, which was utterly impractical. Being stranded for days was not a viable option, so I had no choice but to purchase a ticket with a different airline that same day.

On the return journey from Namibia, my 14:05 flight was delayed and only departed at 14:30. This delay was tolerated by all passengers, yet FlySafair was unwilling to wait for just three minutes for a passenger who had communicated their situation. It is also worth mentioning that delays at immigration, where only one desk was open for South African citizens, contributed to the problem.

Adding insult to injury, when I arrived in Cape Town from Windhoek, my hand luggage—taken from me during boarding in Windhoek—was left untagged and unattended along with other passengers’ bags. There was no communication or clear instruction about retrieving these bags.

Moreover, the in-flight menu was incredibly limited. Numerous items were unavailable, including basic options such as sandwiches for lunch. This lack of planning and foresight on FlySafair’s part further reflects poor customer service and attention to passenger needs.

This series of events reflects an unacceptable level of service. The lack of flexibility, communication, and customer care was appalling. This experience has left me with no choice but to avoid FlySafair in the future.

For my onward travel, I flew with another airline, which provided exceptional service, helpful staff, and an overall positive experience. Moving forward, I will prioritize flying with airlines that demonstrate respect and consideration for their passengers.

I cannot recommend FlySafair to others, and I will not be using their services again. This was by far the worst flying experience of my life.