“Double Charged for Luggage and Inconsistent Baggage Rules

I am very disappointed with the service I received from FlySafair yesterday. I travelled with the exact same hand luggage bag I have used before on previous flights without any issues or extra charges. Yesterday, however, my bag was weighed at 10kg and I was charged R350.

The problem started when I made the payment. I tapped my card on the machine as instructed, received my ticket, and my bag was taken. When I proceeded to board the plane, I was stopped and told there was an issue with the payment. I then had to go back to the cashier, where they requested that I tap my card again for another R350 payment because I needed to board urgently.

I asked what would happen to the first payment, and I was told I would receive the money back. To date, I have been debited twice.

What also frustrated me was the inconsistency. Other passengers were carrying bags that looked bigger and heavier than mine, yet they were allowed through without being charged. I have also travelled previously with this same bag and similar clothing without ever being charged. Others checked in online because they just stood in the line and they were allowed to go in with there bag.è

I would like SAA to urgently investigate this matter and refund the duplicate payment taken from my account. This experience was stressful, unfair, and extremely disappointing.