Disgusting Service from support team!!!!

This happened to me in January 2026, and it’s happened today 1 April 2026! And NO! It’s not an April Fools joke! The joke is their inability to relate to their customers REALITY!

I will be travelling with my toddlers and I went ahead and booked our flights with Meet and Assist, like I did before in 2023 when Lift actually took the time to help people!

On the M&A form I explained that I’d like to request assistance in that I’m able to board the flight first so as to avoid standing in the queue and causing my toddlers to get restless, leading to them being unsettled on the flight.

The response from their support team was cold and unsympathetic to say the least. They even went as far as saying I should purchase a premium ticket for priority boarding or should rather consider bringing an able bodied person to assist me! So I must purchase a whole other ticket because you cannot assist a mom with toddlers to board the flight first and get settled before the masses start boarding!

What’s strange about this is that Safair allows for this service, effortlessly. They may do many things wrong, but they always get this right. They’ve assisted me time and time again in boarding early, whether I’ve added priority boarding or not. They definitely relate to their customers and they show empathy, trying to give all their customers a good, safe, welcomed, experience.

Therefore, I'm writing to express my extreme disappointment with the service I received from your team today. As a mom traveling with toddlers, I was hoping for some understanding and assistance with my request to be assisted in boarding early with my toddlers, so as to avoid them getting restless in the queue and unsettled during the flight. Instead, I encountered a support team for the second time who are unwilling to help.

I simply requested a meet and assist to make our travel a bit easier as it is very hard travelling with toddlers as a single parent on board, but I was yet again met with resistance. This experience remains stressful and frustrating, especially with young children.

I hope you can look into this and provide better training for your staff on supporting families and Not Only passengers with needs I'd appreciate a response on how you'll address this.

Thank you Shiraé