Your System May be Down, But your People are Worse.

As much as I need to complain about the fact that your system was down for 3 days, I was unable to change my flight and then told I was unable to claim a voucher or a refund. This story is about your people. Supervisor Jean OR Tambo FlySafair Desk: I told Jean (and showed her) that I had been on hold for 1:33 hr, she told me she doesn't care about the call centre, what is my booking reference. When I explained that my original flight was CT to Durban in one hours time, but due to a death in my family, I had to fly up to JHB and have tried to change my departure location for the last three days. She then informed me there were no seats available for today. I then requested a voucher, she asked for a date, I told her I was not sure of a date, I just needed a voucher - she flippantly told me if I didn't give her a date it would be a cancellation. I told her it was not my fault that I hadn't been able to make the change due to your systems being down for 3 days, my grandmother passed and I had to fly up immediately. Her response actually shook me to my core, she responded "no no, don't project, let's not project about what's happened to you." at that point the tears just ran down my face and I walked away from her. I would love my money back but im sure you will fight me tooth and nail for it, but more than that - in the time of covid, where people are travelling to family, to funerals, to hospitals, I urge you to teach your people empathy. YOUR systems were done for 3 days - how DARE she speak to me like that. Teach your people on your front lines to be human. Disgraceful.