UNFAIR FROM SAFAIR

Following the lockdown regulations prohibiting leisure travel, I tried to cancel my flights numerous times on the flysafair website, but it just gave me an error message.

When I tried to phone them, the automated call centre says press 2 to cancel or change your flight, but then doesn't give the option of going through to an operator.

I assumed they were too busy in that week following the president's announcement and that someone would get in contact with me as their call centre doesn’t give me the option of speaking to an operator when I press 2 (after holding on for 5 minutes!). I presumed that you were too busy over that time and couldn’t handle the call volumes, and that you would engage with customers.

I also tried numerous times to cancel the flight online and received an error message every time.

When I finally held on with the call centre through all possible options for more 10 minutes without pressing any option, I got through to an operator.

Now Flysafair don't want to give me a credit for the flights. They said I should have engaged with them on Facebook.

Now they're asking me for a screenshot of the error message I got when trying to cancel the flight, which is impossible after the fact. Asking me for a screenshot of that now is ludicrous after the fact. How am I supposed to get a hold of it now?

Thankfully I didn't delete my browsing history since and I sent them a mail with the attached screenshots on the dates in the week leading up to my flight depicting the amount of times I tried to go online to reschedule the flights.

I also attached my call records for June with a sticky note on the call to Flysafair (on 28 June) to reschedule my out and return flights due to the president’s announcement that leisure travel is no longer permitted.

But still they don't want to credit my flights.

I have been travelling with Flysafair regularly, but I won't anymore.