Very disappointing experience with FlySafair.

Due to the security situation in the middle east, I had to cancel my flight and requested a simple written confirmation (that the flight was cancelled and not refunded) for my travel insurance claim.

Although I purchased the insurance directly through FlySafair’s website, when I needed to use it, they refused to help and told me to contact the insurance company myself. However, the insurer requires an official letter from FlySafair—which they failed to provide.

I tried reaching them multiple times via phone, email, and WhatsApp. After long waits, the call centre still did not assist and only redirected me back to the insurance company.

If they sell the insurance, they should be able to support customers or at least provide basic documentation. Instead, I was sent in circles and left unable to proceed with my claim.

Very poor customer service.