F
FlySafair
Unclaimed Business
F
FlySafair
Unclaimed Business
400 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, FlySafair faces significant criticism across virtually every aspect of its service. Customers consistently report damaged and tampered luggage, rude and dismissive staff, excessive fees for booking changes, opaque refund processes that default to vouchers, and chronic flight delays with poor communication. While a small number of reviews highlight individual staff members who go above and beyond, the overwhelming pattern is one of systemic service failure and eroded customer trust.
Top Strengths:
- •Customer Service & Travel Expertise: A handful of named staff members such as Lwazi, Swelihle, Nonkhulo, Amy Nel, and Fortunate receive genuine praise for kindness, proactivity, and going above and beyond in isolated interactions.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#1
in Airlines
NPS Score
-80
Recommended: Unlikely
Review Distribution
1.3|400 Reviews
May '25 - Apr '26
5(6.6%)
4(0%)
3(0.8%)
2(5.5%)
1(87.1%)
5(6.6%)
4(0%)
3(0.8%)
2(5.5%)
1(87.1%)
Recent reviews (400)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
MN
Mariet N
1 reviews | Active since Jan 2020
19 Mar 2026, 08:28
Damaged Baggage and Poor Customer Service – Unresolved Complaint
I will never fly with Safair again or recommend them. They completely broke the handle off my bag, yet the way this has been handled is unacceptable. I emailed them multiple times with no response. I then had to go to their office at the airport, complete forms, and even go to the police station to obtain documentation. After submitting everything, I was told to resubmit all documents in JPEG format. Despite Safair damaging my bag, I have had to do all the follow-up work myself. When I eventually received a response, I was simply told that they do not replace bags if the handles are broken off — even though the damage occurred while the bag was in their care. This entire process has been extremely frustrating and disappointing.
Helpful (0)
|Replies (0)MN
Mariet N
1 reviews | Active since Jan 2020
19 Mar 2026, 08:28
Damaged Baggage and Poor Customer Service – Unresolved Complaint
I will never fly with Safair again or recommend them. They completely broke the handle off my bag, yet the way this has been handled is unacceptable. I emailed them multiple times with no response. I then had to go to their office at the airport, complete forms, and even go to the police station to obtain documentation. After submitting everything, I was told to resubmit all documents in JPEG format. Despite Safair damaging my bag, I have had to do all the follow-up work myself. When I eventually received a response, I was simply told that they do not replace bags if the handles are broken off — even though the damage occurred while the bag was in their care. This entire process has been extremely frustrating and disappointing.
0
Replies (0)CN
Carmen N
1 reviews | Active since Jan 2020
19 Mar 2026, 03:11
Thieve's between bag dropp off and loading bags
Dear reader last year December my bag was totally damaged when I flew from CT to Durban. I filled in all the relevant paperwork and 3 months later not a word from Menzies or FlySafair. Yesterday I travelled to Durban. Upon my arrival at my hotel I only realised my bag was tamped with. When I opened my bag my jewellery box was opened and my wedding ring and X3 gold bangles taken. I am gutted by this. I have asked my travel agent never to book me with this airliner again. I called customer service not friendly. They are the worse
Helpful (0)
|Replies (0)CN
Carmen N
1 reviews | Active since Jan 2020
19 Mar 2026, 03:11
Thieve's between bag dropp off and loading bags
Dear reader last year December my bag was totally damaged when I flew from CT to Durban. I filled in all the relevant paperwork and 3 months later not a word from Menzies or FlySafair. Yesterday I travelled to Durban. Upon my arrival at my hotel I only realised my bag was tamped with. When I opened my bag my jewellery box was opened and my wedding ring and X3 gold bangles taken. I am gutted by this. I have asked my travel agent never to book me with this airliner again. I called customer service not friendly. They are the worse
0
Replies (0)MP
Melaan P
1 reviews | Active since Jan 2020
18 Mar 2026, 20:05
Discussed at the disloyalty to South Africans
I cant believe we are still getting fuel yet prices are ridiculously high. Any excuse to betray the customer for gains. I cant believe they are South African owned. Disgraceful
Helpful (0)
|Replies (0)DP
Desiree P
1 reviews | Active since Jan 2020
18 Mar 2026, 17:01
Flysafair are ******s
The worst experience ever. I booked a flight ticket for my son that is working in Stutterheim to come and see his brother 1st professional flight. When he got to the airport on the 13th her was turn away because he didn't have an id document. He also travelled with flightsafair in Jan and just produced an ID on his phone that they accepted and this was my sons 1st flight as an adult and because this was acceptable the 1st time that is exactly what he thought would happen on the 13th. I'm not saying this is right because someone was suppose to let him know from the flight centre that you are going to need a copy of your id next time. He wasn't aware of the procedure. I on the 13th notified them and they said they are very sorry and will be working and escalating the matter immediately. Al i want is a reschedule fight even if its at a later stage because he missed the flight because of flysaair. When I called on monday they were now escalating the matter again. then a lady by the name of Drew send me a message to request the reference number to investigate the case of what took place with his last flight. I've send her the boarding pass and she came and said she is not happy because when I called I said the flight was in DEc. That was my mistake..Today I called to notify them that I made a mistake but that flight wasn't something I booked but his employment did so I made a mistake in estimating...Next best thing i requested to speak to management and the consultant came back and said there was an opportunity for my son to reschedule that was one option and the other one is that he missed the flight. And the way she said it is like this was on purpose. My issue with this whole situation is that even when my son was at the airport they were suppose to give him the option to reschedule and I've send a message on the 13th Mar as well and no one said anything. Rather their email/response was that they will have to investigate the matter
Helpful (0)
|Replies (0)DP
Desiree P
1 reviews | Active since Jan 2020
18 Mar 2026, 17:01
Flysafair are ******s
The worst experience ever. I booked a flight ticket for my son that is working in Stutterheim to come and see his brother 1st professional flight. When he got to the airport on the 13th her was turn away because he didn't have an id document. He also travelled with flightsafair in Jan and just produced an ID on his phone that they accepted and this was my sons 1st flight as an adult and because this was acceptable the 1st time that is exactly what he thought would happen on the 13th. I'm not saying this is right because someone was suppose to let him know from the flight centre that you are going to need a copy of your id next time. He wasn't aware of the procedure. I on the 13th notified them and they said they are very sorry and will be working and escalating the matter immediately. Al i want is a reschedule fight even if its at a later stage because he missed the flight because of flysaair. When I called on monday they were now escalating the matter again. then a lady by the name of Drew send me a message to request the reference number to investigate the case of what took place with his last flight. I've send her the boarding pass and she came and said she is not happy because when I called I said the flight was in DEc. That was my mistake..Today I called to notify them that I made a mistake but that flight wasn't something I booked but his employment did so I made a mistake in estimating...Next best thing i requested to speak to management and the consultant came back and said there was an opportunity for my son to reschedule that was one option and the other one is that he missed the flight. And the way she said it is like this was on purpose. My issue with this whole situation is that even when my son was at the airport they were suppose to give him the option to reschedule and I've send a message on the 13th Mar as well and no one said anything. Rather their email/response was that they will have to investigate the matter
0
Replies (0)BC
Bernadette C
1 reviews | Active since Jan 2020
18 Mar 2026, 15:15
Very dissappointed with Flysafair breaching their terms and conditions for a competition
Flysafair hosts a lot of competitions. Do not enter them, because they do not stick with their terms and conditions. I have enter the Valentine's Day competition. For day 1 to day 13 you had to commented on certain questions on their post. Day 14 was the big prize and you had to enter via a link. On 24 February 2026 they let me knew that I was the winner for day 8. They asked me to forward them my email address via dm. I did so. I received a dm back that told me to be on the lookout for an email from them. I did. By 6 March 2026 I dm them to ask if the email was sent to me. I got a reply that the email was sent on 24 February 2026 with a declaration that I had to complete and return within 24 hours, otherwise I will forfeit the prize. I didn't receive the email. I requested proof that the email was send. They sent me 2 emails that was send to my email address with a capital letter - one on 24 February 2026 and the other one on 25 February 2026 (reminding me that the declaration have to be completed within 24 hours). I didn't receive any of the 2 emails. Very strange, because on those 2 days I received other emails. I wrote to Flysafair on 17 March 2026 to express my dissatisfaction about me forfeiting my prize. Thola Kubeka emailed me back on 18 March 2026 - referring to their terms and conditions that stipulate that if they do not receive the declaration back within 24 hours the prize will be forfeited. Strange that I receive his email, but not the ones with the declaration. When I entered there was no terms and conditions - it was on Facebook and I only had to comment on the post. Like I previously mentioned only on day 14 you had to enter via a link and there you get the terms and conditions. The terms and conditions said that they will try at least 3 times to get hold of the winner - they only try to contact me 2 times - breach of their terms and conditions. They only made the winners public on 6 Marsh 2026 on their Facebook page and another winner was choosen for my prize. If I have seen I was a winner on Facebook I would contacted them earlier, but the winners were made public 3 weeks after the competition ended. Up until now, 18 March 2026 at 17h00, I didn't hear from Thola after I rep**** on his email (09h05) about the terms and conditions. In my email to him I asked him why they don't use whatsapp - I think that will be more liable - and why will a person that enter a competition wants to forfeit a prize. I don't enter competitions where I am not interested in the prize. Please be careful with Flasafair. If they don't stick to their terms and conditions for competitions, then it let me wonder about terms and conditions for their service or flights.
Helpful (0)
|Replies (0)BC
Bernadette C
1 reviews | Active since Jan 2020
18 Mar 2026, 15:15
Very dissappointed with Flysafair breaching their terms and conditions for a competition
Flysafair hosts a lot of competitions. Do not enter them, because they do not stick with their terms and conditions. I have enter the Valentine's Day competition. For day 1 to day 13 you had to commented on certain questions on their post. Day 14 was the big prize and you had to enter via a link. On 24 February 2026 they let me knew that I was the winner for day 8. They asked me to forward them my email address via dm. I did so. I received a dm back that told me to be on the lookout for an email from them. I did. By 6 March 2026 I dm them to ask if the email was sent to me. I got a reply that the email was sent on 24 February 2026 with a declaration that I had to complete and return within 24 hours, otherwise I will forfeit the prize. I didn't receive the email. I requested proof that the email was send. They sent me 2 emails that was send to my email address with a capital letter - one on 24 February 2026 and the other one on 25 February 2026 (reminding me that the declaration have to be completed within 24 hours). I didn't receive any of the 2 emails. Very strange, because on those 2 days I received other emails. I wrote to Flysafair on 17 March 2026 to express my dissatisfaction about me forfeiting my prize. Thola Kubeka emailed me back on 18 March 2026 - referring to their terms and conditions that stipulate that if they do not receive the declaration back within 24 hours the prize will be forfeited. Strange that I receive his email, but not the ones with the declaration. When I entered there was no terms and conditions - it was on Facebook and I only had to comment on the post. Like I previously mentioned only on day 14 you had to enter via a link and there you get the terms and conditions. The terms and conditions said that they will try at least 3 times to get hold of the winner - they only try to contact me 2 times - breach of their terms and conditions. They only made the winners public on 6 Marsh 2026 on their Facebook page and another winner was choosen for my prize. If I have seen I was a winner on Facebook I would contacted them earlier, but the winners were made public 3 weeks after the competition ended. Up until now, 18 March 2026 at 17h00, I didn't hear from Thola after I rep**** on his email (09h05) about the terms and conditions. In my email to him I asked him why they don't use whatsapp - I think that will be more liable - and why will a person that enter a competition wants to forfeit a prize. I don't enter competitions where I am not interested in the prize. Please be careful with Flasafair. If they don't stick to their terms and conditions for competitions, then it let me wonder about terms and conditions for their service or flights.
0
Replies (0)MS
Maritza S
1 reviews | Active since Jan 2020
17 Mar 2026, 11:30
Very disappointing experience
I recently had a very frustrating experience flying with FlySafair. On Friday, 6 March 2026, I flew to Johannesburg. I was not aware that baggage needed to be booked online in advance, and as a result, I had to pay an additional R700 at the airport. Then on Saturday, 14 March 2026, I flew back to Durban, and the experience was even worse. The online booking system for adding baggage is not user-friendly at all, especially for older people or those who are not very fami**** with technology. I initially booked one checked bag for R155 and added another option for R250 (Option 4), but there was no clear way to add more bags. When I arrived at the airport, I was told I had to pay another R350. In the end, my baggage cost more than my actual ticket, which is unacceptable. I even had to ask my husband to send me money while at the airport, which was stressful. Because the baggage costs were already so expensive, I did not book priority boarding. Unfortunately, this made things even harder for me. I suffer from fibromyalgia and was not feeling well at all. We were made to stand for long periods, then told to wait again, and then stand again before boarding. There was no consideration for passengers with health issues, and the long waiting made me feel very unwell. FlySafair really needs to improve their booking system and make baggage options clearer and easier to use. More importantly, there should be better support and consideration for passengers with medical conditions—even if proof is required. Overall, this was a very stressful and uncomfortable experience, and I expected much better service.
Helpful (0)
|Replies (0)MS
Maritza S
1 reviews | Active since Jan 2020
17 Mar 2026, 11:30
Very disappointing experience
I recently had a very frustrating experience flying with FlySafair. On Friday, 6 March 2026, I flew to Johannesburg. I was not aware that baggage needed to be booked online in advance, and as a result, I had to pay an additional R700 at the airport. Then on Saturday, 14 March 2026, I flew back to Durban, and the experience was even worse. The online booking system for adding baggage is not user-friendly at all, especially for older people or those who are not very fami**** with technology. I initially booked one checked bag for R155 and added another option for R250 (Option 4), but there was no clear way to add more bags. When I arrived at the airport, I was told I had to pay another R350. In the end, my baggage cost more than my actual ticket, which is unacceptable. I even had to ask my husband to send me money while at the airport, which was stressful. Because the baggage costs were already so expensive, I did not book priority boarding. Unfortunately, this made things even harder for me. I suffer from fibromyalgia and was not feeling well at all. We were made to stand for long periods, then told to wait again, and then stand again before boarding. There was no consideration for passengers with health issues, and the long waiting made me feel very unwell. FlySafair really needs to improve their booking system and make baggage options clearer and easier to use. More importantly, there should be better support and consideration for passengers with medical conditions—even if proof is required. Overall, this was a very stressful and uncomfortable experience, and I expected much better service.
0
Replies (0)MW
PS
Palesa S
1 reviews | Active since Jan 2020
16 Mar 2026, 10:35
In October 2025 i traveled to Durban with my sister & kids
In October 2025 i traveled to Durban with my sister & kids. On our return we experienced a problem with payment of our luggage because the machine kept declining payments. On the 3rd attempt, the transaction was successful. Then later through the bank statements we both realised that all 3 transactions actually went through but when calling the Flysafair Customer Care to claim for a refund, they keep giving me email addresses that keep bouncing back, including their customer care email callcentrelpoagents.co.za
Helpful (0)
|Replies (0)PS
Palesa S
1 reviews | Active since Jan 2020
16 Mar 2026, 10:35
In October 2025 i traveled to Durban with my sister & kids
In October 2025 i traveled to Durban with my sister & kids. On our return we experienced a problem with payment of our luggage because the machine kept declining payments. On the 3rd attempt, the transaction was successful. Then later through the bank statements we both realised that all 3 transactions actually went through but when calling the Flysafair Customer Care to claim for a refund, they keep giving me email addresses that keep bouncing back, including their customer care email callcentrelpoagents.co.za
0
Replies (0)