Unprofessional Staff at OR Tambo Airport

Booking Reference: VFJZDP

I chose to fly with FlySafair as it is the most affordable airline in the country and rated as the best airline on the continent. However my recent experience with them has left me extremely disappointed.

I was traveling with my aunt and we had missed a our flight. We were supposed to take a flight from OR Tambo to East London on 4 March 2019 at 14:55. As we were rushing to catch our flight we were looking for the check in section for our luggage and to print our boarding passes. We were not fami**** with the airport and when we found what we thought was the check in section I asked to print our boarding passes and the person assisting me just merely pointed behind me. I then proceeded to the self service kiosk, which was nearby to print our boarding passes with no success. I informed the desk and was told to check in right behind me. The manner and tone was not helpful at all and expected us to know the location he was referring to.

When we found the check in section and we were told that we were late and weren't going to make it to the gate on time but we were told to hurry. We made it to the gate but unfortunately the gate was closed by the time we got there and we were told to book for a stand by flight that leaves later on that day.

After we booked for the stand by flights we were sent to another desk and from there we were sent back to the check in section. At that point I was anxious and overwhelmed from missing the flight and angry from being sent all over the place for assistance. I expressed my grievance to them and they responded back by verbally attacking me and telling me not to cause a scene. By doing that they made things worse and to my understanding when working in customer service you are supposed to put your clients at ease and deal with complaints in a professional manner. We take responsibility for missing our flight but it doesn't mean we must tolerate unprofessional behavior from your staff. This makes me question the level professionalism of the airline as a whole and the training that is being conducted with your staff. It is so unfortunate that I had to experience such behavior with my first return trip and not having full knowledge of the proceedings.

This experience has made me see FlySafair in a different light, and not in a good way. I would like to believe that this is not the way you deal with your new clients.