“We did not know what was going on at any time. It was awful... I felt powerless and vulnerable,” said Glentin Huisamen, Eastern Cape Deaf Rugby vice president, recalling the chaotic experience that left him and two fellow players stranded during a FlySafair flight delay from Johannesburg.
The national Deaf rugby players were left in the dark after their flight on Sunday was diverted to Cape Town due to a technical outage at Gqeberha’s airport. With no announcements they could hear, the players spent the night on the floor at OR Tambo International Airport, taking turns to stay awake and guard their belongings while unsure of when they would continue their journey.
Huisamen described the ordeal in detail: “Since we could not hear any announcements, and they did not have a safe space to sleep, we had to take turns to try and sleep to make sure that our bags were safe and that no one snuck up on us while we were sleeping or that we missed the boarding details. We were very unsure about what was happening the whole time in the air and when we were in Cape Town. We had to guess that we were going back to Johannesburg, and the only reason we realised that an announcement had been made was because the people around us looked upset and shocked.”
Another player, Akhanani Pasha, who had been sharing updates on WhatsApp, said there was no security present overnight at OR Tambo. “There was no security until the morning, and I was the last man standing,” he added.
FlySafair apologised for the disruption, explaining that the flight diversion was due to a technical outage at Gqeberha’s airport. Passengers were accommodated on the earliest available flights the following morning. The airline noted that food, beverages and accommodation are not automatically provided during delays, as such support is tied to travel insurance.
FlySafair also said that three SMSes were sent to all passengers on the flight, advising of the diversion, cancellation and re-accommodation details.
“We can confirm that these notifications were delivered successfully, in written form, to the number recorded for the booking,” the airline said.
Lauren Terras, vice president of the South African Deaf Rugby Association (SADRA), refuted receiving the SMSes, saying the airline had missed the point.
“Our concern regarding this incident is not primarily about the lack of beverages, food, or accommodation offered during the delay, although this was noted. The core issue is that three Eastern Cape Deaf players, who were clearly marked as deaf during the booking and check-in process, received no communication from approximately 4.50pm on Sunday until 8.30am on Monday. Effective communication is essential for the safety and well-being of all passengers, and even more so for Deaf travellers. The fact that they are athletes is irrelevant. This experience highlighted a clear gap in how passengers requiring special assistance are supported. There is little value in indicating special assistance during booking if that information is not acted upon when it matters.”
Daron Mann, head of communications for the Eastern Cape Deaf Rugby Association, who expressed his dismay on social media: “... I have to place on record my deep dismay and unhappiness at the treatment three of our players have had to endure at the hands of FlySafair. The 3 EP National players, who joined the SA training camp this weekend, have had the worst experience. All are deaf and had no comms except via SMS.”