Unwillingness of Fly SAfair to make changes to one persons flight in a group booking

I am utterly disgusted and disappointed in the unwillingness of SAF Air to split my booking from the group booking we have with them. We have made a group booking 7 months in advance (the booking is for 29 Oct – 2Nov), I must make changes to my return leg of the booking for work purposes. I have tried twice now to phone SAF Air’s call centre to assist with the changes, they keep stating they cannot assist I have to speak to group bookings, group booking is completely unwilling to assist, with any changes only stating I should go and read the T&C’s. I have mailed *** for asststance to make changes to my flight booking, and got the below in response : “ LINDI AI (FlySafair) Jul 31, 2025, 13:10 GMT+2 Dear Magdaleen, Thank you for reaching out to us with your concerns regarding the change of your husband's return flight within a group booking. To change the return leg of the flight for a single passenger in a group booking, you have the following options: 1. Contact the Call Center: Please reach out to our call center at ***. They are equipped to handle modifications involving individual passengers within a group booking. This is crucial to ensure that the change is executed accurately. 2. Use the "Split Bookings" Feature: You can manage this change online through the Manage My Booking portal on www.flysafair.co.za. Here's how you can proceed: • Log in to the Manage My Booking portal. • Select “Change Per Passenger”. • Choose the specific passenger (your husband) who needs the flight change. • Select the new flight from GRJ to JNB. • Confirm and proceed with payment if applicable. • The system will create a new booking reference for your husband. 3. Costs and Fees: • Lite Fares: R300 penalty per one-way flight plus any fare differences. • Standard Fares: Two penalty-free changes, then R300 penalty per change thereafter, plus fare differences. • Business Class Fares: No penalty fees apply, but any fare differences will be charged. Please ensure that these changes are made at least 1.5 hours before the departure time. For any further assistance or if you encounter any issues, please don't hesitate to contact our call center directly. Best regards, Lindi Customer Support, FlySafair”

We have made a group booking 7 months in advance (the booking is for 29 Oct – 2Nov), I must make changes to my return leg of the booking for work purposes. I have tried twice now to phone SAF Air’s call centre to assist with the changes, they keep stating they cannot assist I have to speak to group bookings, group booking is completely unwilling to assist, with any changes only stating I should go and read the T&C’s.

On our booking receipt we have the below important information with regards to bookings. As highlighted it only states that changes can be make to the booking at additional costs, it does not state that it must be for the whole booking or that 1 person in the booking cannot be split from the booking in order to make changes to their flight. “Important Planning Information: This booking reference / VAT invoice together with our terms and conditions of carriage (a full copy of which is available on our website) constitute the terms of your contract with FlySafair. Your booking reference, together with your South African Identity document / valid passport or driver's licence will be required at check in. For domestic flights check-in closes 40 min before departure with boarding gates closing 15 min before departure.For international flights check-in closes 60 min before departure with boarding gates closing 20 min before departure. Late passengers will be denied boarding. Passengers are advised to arrive for check in 90 minutes prior to departure time. On our domestic flights, we keep our fares low by excluding the price of a bag so you can travel light and keep your wallet full. Should you wish to add a 20kg bag to your flight, this can be selected on our Extras page during the flight booking process or using My Booking on flysafair.co.za. Hand baggage is included in our fares and is limited to 7kg per person but a maximum of two pieces. One piece can be a bag not exceeding the following dimensions, 56cm x 36cm x 23cm; the second piece can be either a slim laptop bag or a small handbag, as it should be able to fit under the seat in front of you. For international and regional flights, a checked bag is already included in your booking. Checked bags should weigh no more than 20kg, and should be the following dimensions - 90cm x 75cm x43cm. Bags can be added up to four hours prior to flight departure for a normal rate, bags added within the 4 hours will carry a higher fee. Please consult our website for current fees. Dangerous articles, including flammable goods, poisons, gas cylinders, corrosives, infectious substances, firearms and explosives, are not allowed to be carried in your checked items. Children under the age of 5 years must be accompanied by an adult aged 16 years or over. Each passenger is required to carry a positive form of ID: children may travel on standard unabridged birth certificates, or physical certified copies thereof that are no older than 3 months. Reservation changes may be made up to 4 hours before departure of the booked flight. Changes may be made on our website, through our call centre, or at any of our airport offices. A Change fee, plus the difference in fare, will be charged per passenger per flight. If the fare on the new flight is lower than the original fare, no refund will be issued. An admin fee will be charged if a change is made through the call centre or through the airport offices. A passenger that fails to check-in within the allocated period will be regarded as a no show and will forfeit their seat and the portion of the fare that is allocated to that leg of the flight reservation. Tickets are non-refundable. After confirmation of a reservation, no refunds will be granted under any circumstances, apart from the circumstances contemplated in our terms and conditions. Passengers requiring assistance must arrange this in advance through our call center or by completing the form that can be found on our website. If FlySafair is not notified, a seat cannot be guaranteed for passengers that require special assistance. FlySafair will not accept liability for losses or damage to valuable items including, but not limited to, cell phones, jewellery, laptops, electronic items, cash, credit cards, documents, sunglasses, spectacles, fragile or perishable items packed in baggage. Baggage is designed to protect its contents. FlySafair will not accept liability for scratches, cosmetic or minor damage to baggage, nor for any items protruding from bags, such as handles or trolleys. Customers who present at the boarding gates with hand-luggage that exceeds our maximum weights and dimensions will be required to pay a penalty fee before being able to board their flight. Failure to settle this penalty fee will result in the passenger forfeiting the flight. Please consult our website for all change fees. Special Needs Form Luggage and Change Fees Dangerous Goods Reservation Changes “.

This is completely unacceptable that they cannot assist with splitting the booking or making changes to the booking, they just accept you to lose all the money you paid so far and buy a completely new ticket.