Scores reflect the Overall AI Score for each category
Based on recent customer reviews, FlySafair is described as an airline where low fares are undermined by service breakdowns. Customers consistently report unanswered complaints (0.9), refunds forced into expiring vouchers (0.9), rigid change and boarding cutoffs (1.1), and luggage that arrives damaged, opened or missing (1.2). Isolated praise for named frontline agents stands out sharply against an otherwise negative picture.
Top Strengths:
- •Customer Service & Travel Expertise: The strongest theme, though still weak. Customers name individual agents such as Lamla, Thozama, Masego, Mpho, Lwazi and Ayanda who resolve booking errors and care for unwell or young travellers, but these accounts sit alongside widespread reports of rude check-in and gate staff.
TrustIndex
1.8
NPS Score
-86
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About FlySafair
What do customers say about FlySafair?
Based on recent customer reviews, FlySafair is described as an airline where low fares are undermined by service breakdowns. Customers consistently report unanswered complaints (0.9), refunds forced into expiring vouchers (0.9), rigid change and boarding cutoffs (1.1), and luggage that arrives damaged, opened or missing (1.2). Isolated praise for named frontline agents stands out sharply against an otherwise negative picture.
What is FlySafair's biggest strength?
FlySafair's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. The strongest theme, though still weak. Customers name individual agents such as Lamla, Thozama, Masego, Mpho, Lwazi and Ayanda who resolve booking errors and care for unwell or young travellers, but these accounts sit alongside widespread reports of rude check-in and gate staff.
What are the most common complaints about FlySafair?
The most common complaint about FlySafair, based on Hellopeter's AI analysis of recent customer reviews, is Booking, Changes & Cancellations. Customers repeatedly describe change fees applied minutes after honest booking errors, pre-paid seats reassigned at check-in, bookings cancelled without their request, and gate or bag drop cutoffs enforced to the minute, forcing expensive rebooking or standby.
Is FlySafair trustworthy?
FlySafair has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 369 reviews in the last 12 months. Hellopeter has tracked FlySafair across 3,896 total reviews. How is the TrustIndex calculated? →
Recent reviews (369)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2022
If you are ever privileged to meet Tevin on a flight count yourself blessed to have met him.
Dear Flysafair, If you looked up "integrity," "going the extra mile," and "honesty" in the dictionary, you would find the name Tevin Blankenberg. He is a truly outstanding human being, and you are lucky to have him on your team. I cannot express how grateful I am for the way he personally helped me recover my phone at the airport. It was a genuine act of kindness and care, and it made a stressful situation much easier. Because of his help, I will be flying with Safair from now on. You have a real gem in Tevin. Thank you, Tevin, for going above and beyond.
1 reviews | Active since May 2022
If you are ever privileged to meet Tevin on a flight count yourself blessed to have met him.
Dear Flysafair, If you looked up "integrity," "going the extra mile," and "honesty" in the dictionary, you would find the name Tevin Blankenberg. He is a truly outstanding human being, and you are lucky to have him on your team. I cannot express how grateful I am for the way he personally helped me recover my phone at the airport. It was a genuine act of kindness and care, and it made a stressful situation much easier. Because of his help, I will be flying with Safair from now on. You have a real gem in Tevin. Thank you, Tevin, for going above and beyond.
1 reviews | Active since Aug 2020
CAN I GET A REFUND PLEASE
I got a voucher and will not be able to fly before it expires
1 reviews | Active since Aug 2020
CAN I GET A REFUND PLEASE
I got a voucher and will not be able to fly before it expires
1 reviews | Active since Jun 2019
FLAYSAFAIR CONSULTANT CANCELS MY FLIGHT WITHOUT NOTIFICATION
Flaysafair consultant Cancelled my return flight without notifying me, I only realized when I couldn't check in online the morning of. Normally when one cancels flights there's correspondence to acknowledge the cancelation, to show that I didn't cancel my flight nor was I aware that my flight was cancelled, there was no email or SMS that I got. If I did, I would've known to rebook this flight.
1 reviews | Active since Jun 2019
FLAYSAFAIR CONSULTANT CANCELS MY FLIGHT WITHOUT NOTIFICATION
Flaysafair consultant Cancelled my return flight without notifying me, I only realized when I couldn't check in online the morning of. Normally when one cancels flights there's correspondence to acknowledge the cancelation, to show that I didn't cancel my flight nor was I aware that my flight was cancelled, there was no email or SMS that I got. If I did, I would've known to rebook this flight.
1 reviews | Active since Sept 2022
Bad experience with FlySaFair
FlySaFair did me dirt, yesterday I was flying from Johannesburg to Cape Town, my flight tickets was from 09:35 am and I arrived at the airport by 08:30 and when to the check in Portals to check in my bag before boarding and one girl came to me and told me the check in for my flight has already been closed I should go to the boarding gates they will assist me which I did exactly as she instructed then I joined the line until a lady by the boarding gates asked to see my ticket and she said my flight is about to leave I should rush and get searched and pass to go and catch my flight which I did exactly that but when I am about to get search a lady told me that they can't help me because my bag is big I have to go back and check in my bag mind you it's a carbin bag but because they wanted me to miss my flight so I can pay more funds again I then went back to the information desk and explain what happened and the lady referred me to the FlySafair office so I can get help, I arrived at the airport at 08:30 joined the check in que where I was told that I should leave the line and go to the boarding gate, mind you they say that the check in closes 40 minutes before the we starts boarding, before they boarding gates closes I was already at the gate waiting for the security to search me so I can pass which they didn't claiming that my bag was big ,I then went to the office only to find out that I need to pay more money for the new ticket which I don't understand why because I did make time but their staff told me to leave the check in and head straight to the boarding gates ohh not to forget the manager whom was so rude and didn't even try to fix my issue but only focused on her phone and making calls, I then borrowed money just to pay the R752 that was requested and I went straight to the very same line that I was told to leave to check in my bag only to find out that I have to pay for my bag again another cost on top of what I fought for because I had not another cash to pop out, what ****ed me of is that why didn't they tell me about all the money that i have to at once ? I borrowed again another money so i can check in my bag and leave because i was now worried about the time as i was going to work, in Total i paid R2900 just for flying from Johannesburg to Cape Town which i had to borrow from people and now i have to repay it with interest.FlySafair service is bad and if that's how they make more money that not cool at all,the workers are rude most especially the manager Beverly. I am disappointed
1 reviews | Active since Sept 2022
Bad experience with FlySaFair
FlySaFair did me dirt, yesterday I was flying from Johannesburg to Cape Town, my flight tickets was from 09:35 am and I arrived at the airport by 08:30 and when to the check in Portals to check in my bag before boarding and one girl came to me and told me the check in for my flight has already been closed I should go to the boarding gates they will assist me which I did exactly as she instructed then I joined the line until a lady by the boarding gates asked to see my ticket and she said my flight is about to leave I should rush and get searched and pass to go and catch my flight which I did exactly that but when I am about to get search a lady told me that they can't help me because my bag is big I have to go back and check in my bag mind you it's a carbin bag but because they wanted me to miss my flight so I can pay more funds again I then went back to the information desk and explain what happened and the lady referred me to the FlySafair office so I can get help, I arrived at the airport at 08:30 joined the check in que where I was told that I should leave the line and go to the boarding gate, mind you they say that the check in closes 40 minutes before the we starts boarding, before they boarding gates closes I was already at the gate waiting for the security to search me so I can pass which they didn't claiming that my bag was big ,I then went to the office only to find out that I need to pay more money for the new ticket which I don't understand why because I did make time but their staff told me to leave the check in and head straight to the boarding gates ohh not to forget the manager whom was so rude and didn't even try to fix my issue but only focused on her phone and making calls, I then borrowed money just to pay the R752 that was requested and I went straight to the very same line that I was told to leave to check in my bag only to find out that I have to pay for my bag again another cost on top of what I fought for because I had not another cash to pop out, what ****ed me of is that why didn't they tell me about all the money that i have to at once ? I borrowed again another money so i can check in my bag and leave because i was now worried about the time as i was going to work, in Total i paid R2900 just for flying from Johannesburg to Cape Town which i had to borrow from people and now i have to repay it with interest.FlySafair service is bad and if that's how they make more money that not cool at all,the workers are rude most especially the manager Beverly. I am disappointed
1 reviews | Active since Oct 2026
Bad service
They offloaded my luggage in Cape Town instead of OR I was on *** flight coming to Joburg so they offloaded my bag in Cape Town I don't know how. Secondly their service I was in a queue and my flight was departing 11:50 and boarding closing at 11:30 , I got to the airport 50min before my flight departure, however their queues were extremely and I asked the assistant to help me move from the queue since it is too long and my boarding time is closed, she said I just need to wait for the announcement and that never happened I had fight all the way to get assistance. So disappointed at flysafair
1 reviews | Active since Oct 2026
Bad service
They offloaded my luggage in Cape Town instead of OR I was on *** flight coming to Joburg so they offloaded my bag in Cape Town I don't know how. Secondly their service I was in a queue and my flight was departing 11:50 and boarding closing at 11:30 , I got to the airport 50min before my flight departure, however their queues were extremely and I asked the assistant to help me move from the queue since it is too long and my boarding time is closed, she said I just need to wait for the announcement and that never happened I had fight all the way to get assistance. So disappointed at flysafair
1 reviews | Active since Jul 2011
FlySafair staff more interested in lecturing and scolding passengers than assisting them
I was booked in the business-class section, in the second row from the front. I had just returned from Europe and was travelling with both a laptop and a desktop computer as hand luggage. The laptop was in a laptop bag and the desktop computer was securely packed inside a standard cabin suitcase. The computer is expensive equipment that I require for my work, and I was not prepared to place it in the aircraft hold where it could potentially be damaged. The trouble began before I even boarded. When I approached the priority boarding lane at the gate, the staff member assigned to that side of the boarding gate was leaning on the counter watching her colleague process the economy-class queue. At first, I thought she might be a trainee observing, or an assistant? She certainly did not look like someone on active duty the way she was d***** over the boarding desk. There was nobody else waiting in the priority lane. Instead of standing up and checking my boarding pass, she curtly instructed me to go to the back of the economy queue. I refused and placed my boarding pass on the counter, explaining that I was travelling business class and was using the priority boarding lane provided for that purpose. Only then did she suddenly stand up and begin doing her job. Apparently, she felt I looked like someone who is unfami**** with travelling and in dire need of education on how to wait my turn. Her conduct was rude, unprofessional, and offensively pedantic. To add insult to injury a more serious concern arose once I boarded the aircraft. At the entrance to the aircraft I encountered the crew member who appeared to be the senior member of the cabin crew, judging by her uniform and all the badges she was wearing. From the outset I found her manner patronising and unnecessarily officious. Even after I told her that I was seated in the second row, she insisted on seeing my boarding pass before allowing me to proceed, like I am somehow intellectually disabled or something. When I reached my seat, I was able to stow my laptop bag without difficulty. However, at the worst possible moment, the retractable handle on my cabin suitcase suddenly malfunctioned. The expanding handle unexpectedly jammed in the extended position. Only one half retracted while the rest remained extended. The suitcase itself complies with the normal cabin dimensions, but the protruding handle suddenly made it awkward to fit into the limited overhead space available in the first few rows. This was obviously not something I had planned or could reasonably have anticipated. It was clear that I was struggling as I tried to fix my suitcase. Since the crew member in question, who was standing only a few metres away, was not coming to my aid I then asked here what I should do. Instead of approaching me, inspecting the problem and taking control of the situation, she remained at a distance and began lecturing me about the sizes of the overhead compartments, what luggage could be placed where, what was permitted, what was not permitted, and why the first overhead compartment was smaller than the others, and on, and on, and on. There was no attempt taking charge or proactively stepping in. None. No, instead she was lecturing me, which did not address the actual problem. She repeatedly also instructed me to "sky check" the suitcase and place it in the hold. I explained that this was not an acceptable solution because the suitcase contained my desktop computer worth R40,000, which I rely upon for my livelihood and which I was not prepared to risk having damaged in checked baggage. I did not need a PowerPoint presentation on FlySafair's baggage rules or the dimensions of the overhead compartments. I needed a cabin crew member to help resolve an unexpected situation that arose during boarding. The situation became increasingly embarrassing because the entire boarding queue was being held up. Most of the passengers were waiting because I was standing in the isle unable to stow my suitcase. Instead of saying something as simple as, "Please stand to one side while the other passengers board and I will come to help you resolve this," she allowed the situation to continue while still lecturing me from a distance. Everyone stood there waiting, while she was going on and on, and on, and on, telling me how it is and educating me. At one point, another passenger became aggressive and shouted at me to get out of the way, saying that he did not care about my computer and that everyone else wanted to board. Your cabin crew member responsible for managing the forward cabin should have taken control of the situation before it deteriorated to the point where another passenger felt entitled to intervene and shout at me. Fortunately, another crew member, Robin, then arrived from further down the aircraft. The contrast could not have been more striking. Robin immediately understood the problem, took control of the situation and found a practical solution. She directed me a few rows further back where the existing arrangement of luggage left sufficient space for my suitcase to be positioned safely with the damaged handle resting over adjacent luggage. Problem solved. No lecture and no drama. She assessed the situation, found a workable solution and got boarding moving again. That is exactly what I would expect cabin crew to do. My concern about your *********** crew member is not simply that I disliked her patronizing manner. It is that when confronted with a relatively minor but genuinely unexpected problem during boarding, she appeared unable or unwilling to take control of it. Apparently, she is wholly untrained and ill-prepared to deal with any unexpected situation that may arise in the cabin. If she is unable to take control of something as mundane as a suitcase with a jammed handle, I believe it is entirely reasonable to question how effectively she respond under pressure when confronted with a genuinely serious and time-critical emergency situation. Implementing rules and procedures is important. Being able to apply judgment, maintain situational awareness and take decisive control when circumstances do not fit neatly into those rules and procedures is equally important for cabin crew. There was an additional professionalism issue during the flight. The same crew member had an extremely loud conversation with Robin regarding internal training arrangements, disagreements about training dates, people allegedly being dismissed or resigning, and other private personnel and HR matters. This conversation was so loud that the entire front section of the cabin could hear every word. Passengers should not have to spend a 2-hour flight listening to cabin crew discussing internal employment disputes, personnel matters and disagreements about training dates like they are in the staff canteen. Again, Robin demonstrated a completely different standard of professionalism by at least making an attempt to keep her voice down. When we landed, passengers were being disembarked several rows at a time. Because of the earlier luggage problem, I had planned to remain seated until most passengers had left so that I would not inconvenience anybody any further. To my surprise, Robin remembered my dilemma without being asked. She retrieved my suitcase herself and brought it forward for me so that I would not have to struggle with it again. This was very thoughtful, observant and professional of her. I would specifically like FlySafair to recognise Robin for the way she handled the situation. She displayed exactly the situational awareness, initiative and passenger care that I would expect from cabin crew on any commercial flight. She is an asset to FlySafair. I believe FlySafair should review the conduct and training of the other crew member concerned. I am happy to know that she is due for a training update soon, because she CLEARLY NEEDS IT.
1 reviews | Active since Jul 2011
FlySafair staff more interested in lecturing and scolding passengers than assisting them
I was booked in the business-class section, in the second row from the front. I had just returned from Europe and was travelling with both a laptop and a desktop computer as hand luggage. The laptop was in a laptop bag and the desktop computer was securely packed inside a standard cabin suitcase. The computer is expensive equipment that I require for my work, and I was not prepared to place it in the aircraft hold where it could potentially be damaged. The trouble began before I even boarded. When I approached the priority boarding lane at the gate, the staff member assigned to that side of the boarding gate was leaning on the counter watching her colleague process the economy-class queue. At first, I thought she might be a trainee observing, or an assistant? She certainly did not look like someone on active duty the way she was d***** over the boarding desk. There was nobody else waiting in the priority lane. Instead of standing up and checking my boarding pass, she curtly instructed me to go to the back of the economy queue. I refused and placed my boarding pass on the counter, explaining that I was travelling business class and was using the priority boarding lane provided for that purpose. Only then did she suddenly stand up and begin doing her job. Apparently, she felt I looked like someone who is unfami**** with travelling and in dire need of education on how to wait my turn. Her conduct was rude, unprofessional, and offensively pedantic. To add insult to injury a more serious concern arose once I boarded the aircraft. At the entrance to the aircraft I encountered the crew member who appeared to be the senior member of the cabin crew, judging by her uniform and all the badges she was wearing. From the outset I found her manner patronising and unnecessarily officious. Even after I told her that I was seated in the second row, she insisted on seeing my boarding pass before allowing me to proceed, like I am somehow intellectually disabled or something. When I reached my seat, I was able to stow my laptop bag without difficulty. However, at the worst possible moment, the retractable handle on my cabin suitcase suddenly malfunctioned. The expanding handle unexpectedly jammed in the extended position. Only one half retracted while the rest remained extended. The suitcase itself complies with the normal cabin dimensions, but the protruding handle suddenly made it awkward to fit into the limited overhead space available in the first few rows. This was obviously not something I had planned or could reasonably have anticipated. It was clear that I was struggling as I tried to fix my suitcase. Since the crew member in question, who was standing only a few metres away, was not coming to my aid I then asked here what I should do. Instead of approaching me, inspecting the problem and taking control of the situation, she remained at a distance and began lecturing me about the sizes of the overhead compartments, what luggage could be placed where, what was permitted, what was not permitted, and why the first overhead compartment was smaller than the others, and on, and on, and on. There was no attempt taking charge or proactively stepping in. None. No, instead she was lecturing me, which did not address the actual problem. She repeatedly also instructed me to "sky check" the suitcase and place it in the hold. I explained that this was not an acceptable solution because the suitcase contained my desktop computer worth R40,000, which I rely upon for my livelihood and which I was not prepared to risk having damaged in checked baggage. I did not need a PowerPoint presentation on FlySafair's baggage rules or the dimensions of the overhead compartments. I needed a cabin crew member to help resolve an unexpected situation that arose during boarding. The situation became increasingly embarrassing because the entire boarding queue was being held up. Most of the passengers were waiting because I was standing in the isle unable to stow my suitcase. Instead of saying something as simple as, "Please stand to one side while the other passengers board and I will come to help you resolve this," she allowed the situation to continue while still lecturing me from a distance. Everyone stood there waiting, while she was going on and on, and on, and on, telling me how it is and educating me. At one point, another passenger became aggressive and shouted at me to get out of the way, saying that he did not care about my computer and that everyone else wanted to board. Your cabin crew member responsible for managing the forward cabin should have taken control of the situation before it deteriorated to the point where another passenger felt entitled to intervene and shout at me. Fortunately, another crew member, Robin, then arrived from further down the aircraft. The contrast could not have been more striking. Robin immediately understood the problem, took control of the situation and found a practical solution. She directed me a few rows further back where the existing arrangement of luggage left sufficient space for my suitcase to be positioned safely with the damaged handle resting over adjacent luggage. Problem solved. No lecture and no drama. She assessed the situation, found a workable solution and got boarding moving again. That is exactly what I would expect cabin crew to do. My concern about your *********** crew member is not simply that I disliked her patronizing manner. It is that when confronted with a relatively minor but genuinely unexpected problem during boarding, she appeared unable or unwilling to take control of it. Apparently, she is wholly untrained and ill-prepared to deal with any unexpected situation that may arise in the cabin. If she is unable to take control of something as mundane as a suitcase with a jammed handle, I believe it is entirely reasonable to question how effectively she respond under pressure when confronted with a genuinely serious and time-critical emergency situation. Implementing rules and procedures is important. Being able to apply judgment, maintain situational awareness and take decisive control when circumstances do not fit neatly into those rules and procedures is equally important for cabin crew. There was an additional professionalism issue during the flight. The same crew member had an extremely loud conversation with Robin regarding internal training arrangements, disagreements about training dates, people allegedly being dismissed or resigning, and other private personnel and HR matters. This conversation was so loud that the entire front section of the cabin could hear every word. Passengers should not have to spend a 2-hour flight listening to cabin crew discussing internal employment disputes, personnel matters and disagreements about training dates like they are in the staff canteen. Again, Robin demonstrated a completely different standard of professionalism by at least making an attempt to keep her voice down. When we landed, passengers were being disembarked several rows at a time. Because of the earlier luggage problem, I had planned to remain seated until most passengers had left so that I would not inconvenience anybody any further. To my surprise, Robin remembered my dilemma without being asked. She retrieved my suitcase herself and brought it forward for me so that I would not have to struggle with it again. This was very thoughtful, observant and professional of her. I would specifically like FlySafair to recognise Robin for the way she handled the situation. She displayed exactly the situational awareness, initiative and passenger care that I would expect from cabin crew on any commercial flight. She is an asset to FlySafair. I believe FlySafair should review the conduct and training of the other crew member concerned. I am happy to know that she is due for a training update soon, because she CLEARLY NEEDS IT.