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FlySafair – Extremely Poor Handling of Baggage Theft Case

My baggage was forcibly opened, valuables were stolen, and my suitcase was damaged during a FlySafair flight. I followed every required procedure, including filing a PIR report immediately and submitting a full claim with supporting evidence.

Instead of taking responsibility, FlySafair attempted to hide behind internal policies and limit compensation to an unacceptable amount. They also tried to shift responsibility to third-party baggage handlers, which is completely unacceptable — passengers entrust their belongings to the airline, not its contractors.

Even more concerning is their continued reliance on internal rules and local legislation while ignoring their obligations under international aviation standards such as the Montreal Convention.

This is not just poor customer service — it reflects a serious lack of accountability and respect for passengers’ rights.

I am now in the process of escalating this matter formally and will not hesitate to pursue it through legal channels and relevant aviation authorities if necessary.

I strongly urge FlySafair to review this case seriously and provide a fair resolution. Until then, I advise passengers to think twice before trusting this airline with valuable belongings.

Flight FA378 to East London, delayed for no apparent reason. Feedback shocking and unable to tell us why 35 minutes after take off time we have not even started boarding , nor does it even look like we are about to. Electronic boarding pass shows on time and airport board at this stage still shows on time. Pathetic service.

I missed my flight dew to congestion at the security terminal. though I was an hour and 15 minutes early and in the queue but the security let's people cut the line that are an hour l early for there flight but you how is 15 minutes to go no you have to wait. and miss your flight and then they say that it not there problem. they don't care about there client's. if they dit they would have fix this and held the airport responsible

One star is being generous. Absolutely useless. Won't ever see me flying with them again. Shit service does not get rewarded with repeat customers.

The staff are completely incompetent. Attempts to resolve issues via WhatsApp – no response. Attempts to resolve via email with Portia – no resolution.

I booked my ticket through Bookings.com, and the confirmation clearly states that checked baggage is included. Yet FlySafair refuses to honor this. I am now forced to pay an additional R1000 to sort out something that should have been included from the start.

This is misleading and unacceptable. DO NOT BOOK FLYSAFAIR THROUGH Bookings.com – the information provided is false, and customers end up paying extra.

Due to the fire at Cape Town Airport last week, I couldn't check my bags and had to miss my flight. The FlySafair staff at the airport counter explicitly promised me a full refund for the flight and my luggage.

A week later, I am still fighting to get a response. I’ve emailed every account I can find, but I only get generic replies from their AI chatbot telling me to call a South African phone number. Calling internationally would cost me a fortune in fees. It is completely unacceptable that there is zero human support available via email or chat to resolve this. Also they never return the call backs I arrange on their whatsapp service.

Hugely disappointed in the total lack of accountability after their own staff promised a refund.

I would like to sincerely express my appreciation for the two incredible flight attendants on Flight FA101 from Johannesburg to Cape Town on Saturday, 21 February (08:40–11:00).
Itara Taygon and Rorisang were absolutely amazing with my autistic son on his very first flight. They were patient, gentle, and incredibly kind. They went out of their way to make him feel safe and comfortable, which meant more to me than I can express.
As a parent, flying can be stressful, especially when your child has special needs. But because of these two wonderful ladies, our experience was calm, positive, and truly memorable. Their compassion and professionalism made all the difference.
Thank you for turning what could have been a stressful experience into a beautiful first-flight memory for my son. FlySafair is very lucky to have such caring staff members.

Could you consider route from
Cape Town to Mtata.. would be of great help even if it starts by one flight on a Thursday or Friday

Traveled from capetown to South Africa with my family i watched a lady disrespecting my husband in public 🥲 forcing him to put his hand luggage upto 5kgs under the seats shocking 😳 then she came for me telling me why cant i let a guy who sat on the raw i was supposed to sit on with my little daughter to take the window seat i had to remind her we paid for seats because that’s where our daughters wanted to seat😔i felt so sad as she engaged in a conversation with the man about us worst experience ever from staff specially the lady she messed everything

Extremely Disappointed with Poor Handling of Flight Departure

I am extremely disappointed with my recent experience with FlySafair.

I arrived at the airport, only to be told that my flight had already departed. The consultant then informed me that I “missed” my flight and that passengers are required to be at the airport one hour before departure. However, the issue is that the plane had already left when I was present at the airport.

There was no assistance, no empathy, and no attempt to properly resolve the situation. Instead, I was simply told it was my fault. The handling of this matter felt dismissive and unprofessional.

As a paying customer, I expect clear communication, fairness, and basic customer service — especially when it comes to something as important as a flight. This experience has left me extremely dissatisfied and reconsidering using FlySafair in the future.

I hope this matter is taken seriously and reviewed internally to prevent similar situations for other passengers.

Safair is often delayed. Again, 2 hours delayed without updates or any real reasons. FA204 13th February.
Besides that, there's nothing Safair offers above other competitor airlines like Airlink and Lift.
No free snacks, food or even water.
The controlled disembarking system is extremely annoying.
Only airline I've ever flown that does that. Control freaks in my view.
I've been flying at least twice a week for the past 10 years, domestic and abroad.
Truely one of the worst airlines in my view.
Sponsoring the Springboks at the cost of passengers!
Avoid at all cost going forward.

A 67 minute journey time flight from port Elizabeth to Cape Town is delayed by 135 minutes, over double the actual flight time. Flying in FlySafair business class (😆 what a joke) no business class benefits of any kind, zero compensation and they have sent a message saying that if one wishes to collect a refreshment voucher one has to go back through security, collect a voucher from check in desk, then come back through security once again. In other words dissuading passengers from getting a refreshment voucher so it does not cost the airline any money. This is definitely a one off using this airline. Delighted to see how many one star reviews they receive.

Safair is the the worst air line ever. My team and I were going on a squash tour and they send all our rackets to the wrong destination with no apologies. Absolutely disrespectful and unprofessional. I expect more from one of the top domestic airlines in South Africa😡😡😡😡😡😡😡😡

Disappointed in Flysafair for allowing unruly behaviour on their flight to East London. Not only was this not in line with guidelines from the civil aviation authority, but also had a direct influence on the safety of the passengers. I will think twice before flying with them again.

We are deeply disappointed with the service received from FlySafair, particularly regarding their handling of elderly passengers requiring special assistance.

We specifically paid for a special care / special assist service for my grandmother, expecting a basic level of support, care, and attentiveness. Unfortunately, none of this was provided. She received no assistance whatsoever during boarding or departure and was left to manage entirely on her own. She was even required to carry her own bag, which is completely unacceptable given the service that was paid for and her age.

My grandmother contacted us in disbelief after her experience, feeling unsupported and neglected. The staff showed little care, compassion, or willingness to assist, which is extremely concerning when dealing with elderly passengers who rely on such services for their safety and comfort.

FlySafair was once regarded as a top-ranking airline, but this experience clearly reflects a decline in customer care and service quality. We would not recommend FlySafair to anyone traveling with elderly family members or anyone who values proper customer service. Sadly, the focus on customer experience appears to no longer be a priority.

The booking were easy and fast .I never experienced any flight delays at any point of time I booked a fight. The service was also good but it was not the most best .

I have been batterling for 2 years to sort out a problem with Flysafair.. I sent emails called and landed up in hospital then decided to try again! WOW I was helped by Mandilakhe Fikizolo who was absolutely amazing, he deserves a GOLD metal for his client service he dealt with the matter so promply and efficently!! I hope management reward him for his stunning client service.
Thank you Mandilakhe for your wonderful service keep up the good work.
Regards Debbie Collins

I got delayed for 3 and a half hours they messaged me 15 minutes before boarding when the flight is about to take off I haven't been able to go back home as it was extremely far away from the airport I have a baby as well , which is 1 year old honestly f you fly safair you are greedy for money and over book your flights I will never use this useless airline again.

Two internal Flights with flysafair on our recent trip to South Africa. One 20 hour delay and the second a hour and 40 minute delay. Do not trust if you need to be somewhere on time.

The tickets are overpriced for the space and quality of seating. You still have to pay for anything on the flight. It definitely isnt worth the price you pay.