FlySafair airline apologises for offensive tweet

23 June 2016 - 14:43 By Deneesha Pillay


Low-cost airline FlySafair has apologised profusely for a “sarcastic” tweet to a passenger who was trying to get a cheap flight to see her father who she said had cancer. Candice de Lange (@TokenBlode84)‚ who has since deleted her twitter account‚ expressed her anger after the airline‚ in her view‚ responded sarcastically to her complaint on social media.De Lange had tweeted‚ with an image‚ that she had been booted off the company's website after being number 4050 in the queue as the airline started selling thousands of R2 air tickets on a first come first serve basis on Thursday.FlySafair responded to her by saying “@TokenBlonde84 Congrats! Your the first person to say this is unfair - you win a cap. DM us your address and we'll have it delivered.”@TokenBlonde84 Congrats! Your the first person to say this is unfair - you win a cap. DM us your address and we'll have it delivered— FlySafair (@FlySafair) June 23, 2016asyncAirline staff‚ expecting an avalanche of enquiries about the ticket sale‚ were instructed to keep things “as light-hearted as possible” but their response turned out to be a lesson in how not to use social media.De Lange responded: “Why the sarcasm? Shove it!”The airline responded‚ “how rude” in video format.@TokenBlonde84pic.twitter.com/vSTCiFT3Xk— FlySafair (@FlySafair) June 23, 2016async“@FlySafair my dad has cancer and I wanted to go see him‚ I’ll never fly with you people again‚ seriously the rudest people‚” De Lange said.She then added that she had screen grabbed the conversation – as did TMG Digital - and would be taking the matter further.The airline has since posted an apology‚ directed at De Lange‚ stating that they had tried to be fair to everyone.“We sincerely apologise if our tweet offended you.“We’ve been very conscious about trying to be fair to all in the development of the systems behind this sale which is why we developed a queue system.“People fly with us all the time for a variety of reasons – some happy and‚ unfortunately some less so‚” the airline said.“To show that we meant no harm we would very much like to help you with some tickets to see your dad‚” Fly Safair added.@TokenBlonde84 pic.twitter.com/fqUZFikZ2T— FlySafair (@FlySafair) June 23, 2016asyncVice President of sales and distribution at FlySafair‚ Kirby Gordon‚ told TMG Digital that a group had been assigned to deal with the company’s social media platforms today.He added that the team was instructed to “keep things as light-hearted as possible” as they expected pandemonium from their experience with the R1 sale they implemented last year.“We obviously regret that she felt offended and we really meant no harm.“The team was briefed with a script to keep things as light-hearted as possible. So far we’ve received 2‚500 tweets this morning‚ with many saying that we are being unfair‚” Gordon said.“We do hope that we make more people happy than upset in this process‚” he added.The airline is selling 15‚000 tickets at R2 to destinations including Johannesburg‚ Cape Town‚ Durban‚ East London‚ George and Port Elizabeth.

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