'Where are my wheels?' - Content creator slams FlySafair over shocking luggage damage

A passenger has publicly criticised FlySafair for mishandling her luggage during a recent flight.

Faith Moyo, a beauty and lifestyle content creator, took to TikTok to showcase the unfortunate condition of her suitcase after travelling with the domestic carrier.

Upon landing at O.R. Tambo International Airport, Moyo discovered that her suitcase was damaged, standing precariously on one wheel.

"There are no wheels on my bag. I’ve got one wheel to deal with," she expressed in her video.

The suitcase, which is designed to have four wheels, was left with only one wheel intact.

Moyo reported the incident to FlySafair, where she was informed that she would receive a refund since her suitcase was deemed beyond repair.

The video sparked reactions from netizens, with many sharing their own experiences.

User @lusandamkheez advised, "Guys, take your suitcase with you on the flight when you board, and give them to the attendants. They will store them for you. 😭😭 Cause ay the danger of checking bags in 😭."

Another user, @iamvince_r, stated, "I no longer fly with FlySafair for this reason. I’ve had enough."

User @bernelee_n added, "Oh, my doll! Nothing new when it comes to them. They said that my luggage was already broken, and I wanted a new bag for free! 😂😭🤣."

Meanwhile, @fifilitious25 shared, "Askies Sistas, next time wrap your bag. My relationship with FlySafair ended in August 2022 when I landed in Cape Town with my bag torn apart."

In response to the incident, FlySafair acknowledged the issue and stated that they are investigating the matter.

Kirk Gordon, chief marketing officer at FlySafair, expressed regret over the damage experienced by Moyo.

"We fully understand how upsetting and inconvenient it can be to end a journey in that way, especially when personal belongings are affected," he said.

Gordon explained that while every effort is made to handle luggage with care, bags travel through mechanised systems, conveyor belts, and automated sortation processes, which can lead to incidents.

He noted that some airport baggage systems in South Africa are currently not operating at optimal reliability due to maintenance constraints, increasing the likelihood of damage.

"Regardless of the cause, we regret any frustration or disappointment experienced by our customers and we always strive to resolve matters as quickly and fairly as possible," he added.

He advised customers who encounter baggage damage to report it immediately at the baggage-claims desk upon arrival, which is staffed by FlySafair's ground-handling partners, Menzies Aviation.

"A formal claim is logged, and our team assesses it in line with FlySafair’s limited-liability policy and international aviation standards. We also encourage passengers to consider travel insurance, which offers additional peace of mind for their belongings," said Gordon.