DECEPTIVE MARKETING OF WINDOW SEATS / GENERAL POOR SERVICE
Here follows my redacted complaint sent to FlySafAir on 12 May 2026, when, instead of a human being, Lindi AI, answered me. "Lindi", who FlySafAir wants to portray as a human being, advised me to lodge a complaint via its call centre, and that "she" is unable to assist by email. When I phoned the call centre,there is no mechanism to report complaints at all. Hence, why I am communicating with FlySafAir via Hello Peter, in hope that this airliner (I will never use again) at least has the decency to have someone minotoring what their customers (or in my case ex customers) have to say.
"I was booked on flight FA130 on 12 May 2026.
I experienced the poorest service I have ever received from any operator by FlySafAir.
Firstly, I booked seat 33F specifically as a window seat. Upon boarding, I discovered that this was not a window seat at all, but merely a seat against a solid wall panel without any window. Marketing such a seat as a “window seat” is, in my view, deceptive and misleading, particularly where passengers intentionally select and pay for such seating preferences.
Secondly, as a larger male passenger, the limited space at this specific seat made the experience even more uncomfortable than what would ordinarily have been the case at a genuine window seat.
Thirdly, during both boarding and landing, the cabin crew members servicing the rear section of the aircraft, namely Tatum and Aakafah, failed to observe that the seatbelt provided was too short for me to fasten safely. At no stage was I offered a seatbelt extension, which directly impacted my safety during critical phases of the flight.
Fourthly, at no point during the flight did either crew member enquire whether I wished to purchase any food or beverages. For reasons unknown to me, I was entirely overlooked throughout the flight.
I recently travelled with SAA, where the cabin crew immediately recognised the issue and proactively provided a seatbelt extension without embarrassment or inconvenience. The contrast in service and attentiveness was significant.
The overall experience was extremely disappointing and unprofessional, to the extent that I wish to request a full refund for this flight."
Then for my return flight this happened as I have recorded in a still unanswered email...
"I refer to my unanswered email of yesterday and note that FlySafAir appears to rely heavily on automated AI-generated responses instead of meaningful human engagement. This perhaps explains the poor level of service and lack of proper attention I continue to experience.
I did contact your call centre telephonically, however, there is seemingly no option available to properly lodge a complaint with an actual consultant.
I am due to board flight FA523 this afternoon, and regrettably, due to having been occupied in court yesterday, I was only able to check in late. As a result, all window seats had already been allocated, and I have now been assigned seat 22D next to the aisle.
In light of my previous experience, I trust that my complaint will now receive urgent and proper attention from a human representative as soon as possible."
Now, let me wait and see how FlySafAir will correct this poor service...
