So that's how customer service is done @FlySafair for damaging a customer's bag. Not hiding behind vague clauses and blaming everyone else
https://t.co/Yzb5Zt9kIz
Kudos to @AirFranceKLM. They destroyed my wife’s suitcase (stuff happens), so we trudged to the service desk. I was hoping for some duct tape and expected to fill out a form where, maybe, they’d send me twenty bucks in six weeks or so.
Nope! The friendly and efficient clerk apologized for the damage, measured our suitcase, went into the back room, and returned with a brand-new suitcase, the same size, still in the shrink wrap. We swapped the contents right there and rolled out of baggage claim with the new suitcase.
Nicely done. That’s the sort of service I’d expect from Singapore Air, not a European carrier.
(By the way, what happened to @SamsoniteUSA? Apparently they’re no longer gorilla-proof…)
@FlySafair turned my brand-new hard-shell suitcase into scrap & called it “normal wear & tear”. A jagged HOLE straight through the shell & a huge dent. They denied my claim. SA Consumer Protection Act says they’re 100% liable. Pics attached. Thread below
@TheNCC_RSA
So @Fly_Airlink@FlyCemAir@LiftAirlineSA@flysaa@flysaa_care be honest: Do ANY of you actually honour proper baggage damage claims under the CPA? Or is “normal wear & tear” the default excuse when a suitcase arrives with a hole big enough to put your hand through?
@FlySafair@TheNCC_RSA So you guys are still not budging. There is no legitimate industry standard baggage policy anywhere (including FlySafair’s) that says a structural hole in the shell of a suitcase is normal wear-and-tear.
If so ,Please can you share it with me
Hey @FlySafair. My bag came off your flight with a hole torn right through the hard casing. Claim declined , serious structural damage isn't normal wear, and your T&Cs can't override the Consumer Protection Act.Anyone else had their luggage destroyed by FlySafair
@TheNCC_RSA
@FlySafair@TheNCC_RSA HI it was responded to on 2025/12/21 already and the I escalated again on 29/01/2026 but still no response , So what do we do now?