Fly Safair - Missed international flight

Dear Sir/Madam,

I am writing to express my deep dissatisfaction with the service provided by Safair Airlines on the morning of March 28th, 2024. My experience with your airline has left me feeling frustrated, abandoned, and utterly disappointed.

On the aforementioned date, I was scheduled to board Safair flight FA850 departing at 9:00 AM. Despite arriving at the boarding gate at 8:50 AM, a mere ten minutes before the scheduled departure time, I was informed by the security personnel that the gates had closed at 8:45 AM. Understandably, I was shocked and distressed by this revelation, especially given the fact that my 7-year-old daughter and I were now faced with the prospect of missing our flight.

What compounded the situation was the utterly callous and unprofessional behavior exhibited by the security personnel. Rather than offering assistance or empathy, the security lady at the gate not only callously informed us that there were no more flights available until the following Monday but also proceeded to laugh at our predicament. This insensitive reaction, coupled with her lackadaisical approach to addressing our concerns, only served to exacerbate an already distressing situation.

As a result of her indifference and lack of urgency, we missed the opportunity to secure alternative flights with both Safair and South African Airways (SAA). Despite my pleas for assistance, the security personnel showed no inclination to expedite the process or provide any meaningful support. Instead, she directed us to return home and attempt to book another flight independently.

Furthermore, when I contacted Safair's customer service via telephone in a desperate attempt to rectify the situation, I was met with further disappointment and frustration. The representative I spoke to reiterated that I should have resolved the issue at the airport and offered no viable solutions or assistance whatsoever.

This entire ordeal has not only resulted in significant inconvenience and financial loss but has also left me deeply disillusioned with the level of customer service provided by Safair Airlines. As a loyal customer who has previously entrusted your airline with my business, I had expected a far more compassionate and proactive response to what was undoubtedly a distressing situation.

I trust that you will address this matter with the urgency and seriousness it warrants and look forward to receiving a prompt response.

Yours sincerely,