Worst airline ever

Our very unpleasant experience story with SAFAIR at Cape Town international. It is sad that our amazing holiday ended so bitterly thanks to SAFAIR.

TIMELINE OF EVENTS.

Online check in 8:20 for flight HBKNET

Arrived13:00 @ airport where we were a bit delayed at budget when returning the car. Went straight in to draw money13:15 Wrapped our luggage at 13:20 where a few customers in front of us. This took a bit of time. At arival to check in our Luggage we were refused. 13:47 Man said that there is nothing he can do does not matter how hard I try he can not help me and I must buy new tickets for new flight.

Flight departure time 14:10 Gates close 13:55

Sent us to new ticket sales. 13:50 @ ticket sales where Aiwa said R300 per person for next flight departing 15:10. Payment of R600 made as we are 2 passengers. She then send us to the Safair stand by station.

14:10 we were at safair standby station. Keith (who was not wearing any visible name ID)said we should return to standby station 14:25. We waited right there.

14:25 He said we should just wait there he will be assisting us shortly. He left the station. 14:35 he returned to his station in a hurry. He was with another passenger and he was rushing us for our IDs as he said we are going to be late. I quote"you are going to miss your flight be fast I need your ids." He was the one leaving his working station and returned late, why should this now be our problem? He caused the delay as we were standing at standby station waiting since 14:10.

Keith said that we can not load the luggage on the same aeroplane as we only paid For 1 suitcase and we had 2. (1×suitcase per passenger. ) Why did we pay R600 and for 2 people if we are only allowed to load 1 suitcase? Does not even make sense at all.

Keith send us back again to the ticket sales counter. And said I have to run or else we will miss the flight. By that time I was boiling as we are about to miss our second flight due to Safair that delayed us. Safair staff does not have a clue how to assist and treat customers. Especially the Lady at ticket sales Aiwa.

As I returned to the ticket counter I asked her why are we only allowed to load 1 suitcase. We paid for 2 passengers. Her response was " it will be R250 for the luggage are you going to pay it or not?" I said no. She picked up the phone and called someone where she instructed for us to be removed from the flight. Her attitude towards customers are pathetic. It is so ironical that there is a sign board on her counter stating that " we respect our customers so please respect us" and if that is how she respect customers I am very concerned.

After her phonecall removing us from the flight I tried to find a valid reason for having to pay the optional R250 for 1 suitcase and she could not give me a propper reason. I ended up paying the R250 as I have to get home. I battle to understand that why did we pay R300 per person for the next flight but are only allowed 1 suitcase when we are 2 passengers.

We eventually got a flight at 15:55 to OR Thambo. My biggest issue is that we still had to pick up our vehicle in Johannesburg and drive 5 hours back to Hazyview. I am very very disappointed with the terrible experience we had with safair. I have never been so poorly treated by a company or public service before and not even to mention how we were chased up and down.

I am not going to leave this matter unshamed.

Unhappy customer Tiaan Jacobs