FlySafair’s policy for passengers who refused to wear face masks while flying had social media abuzz on Monday after one Twitter user complained the airline was “threatening paying customers”.
It all went south when a tweet showing a card with FlySafair’s mask-wearing rules went viral.
The card read that travellers needed to abide by the rules and those who fail to do so would face consequences such as arrest upon their arrival and being added to the airline’s “no-fly” list.
In cases where a flight is diverted as a result of non-compliance, the traveller would be liable for those costs, which could be approximately R100,000.
“I expected this from tone-deaf and inefficient state-owned airlines, not one that prides itself on customer service and professionalism. Please fix this,” said the Twitter user.
Dear @FlySafair - threatening paying customers in this manner is terrible optics for many reasons. I expected this from tone-deaf and inefficient state-owned airlines, not one that prides itself on customer service and professionalism. Please fix this. pic.twitter.com/PBgjLHTI2f
— Paratus 🏴☠️ (@Paratus2014) February 14, 2021
FlySafair hands out yellow cards to passengers who do not abide by the mask-wearing rules as part of its zero-tolerance policy.
In response to the criticism, the airline apologised for the way the card made the user feel but stressed the importance of following the Covid-19 regulations for safety.
Hi, Would like to firstly apologize in the manner in which we made you feel. Our aim is not to make our passengers feel uncomfortable in any way but stress the importance of following the covid regulations for safety.
— FlySafair (@FlySafair) February 14, 2021
Coming to the airline’s defence, many social media users, including satirist Lesego Tlhabi, said there was no need for the airline to apologise.
Not sure why @FlySafair is apologising. 🙄This message is threatening if one plans on not being compliant, being a total nuisance & a health hazard.
— Sbu Mpungose (@SbuMpungose) February 15, 2021
Safair, don't waste data apologising to this person. One less risky customer on your plane will make it safer for all of us! Stick to the hardline on this. The wellbeing of society must trump the manufactured outrage of one customer.
— Suntosh Pillay (@suntoshpillay) February 14, 2021
You're wrong to apologise. Dude should simply put on his mask, period. It's being responsible to all other passengers. Keep that message as such. If dude can't comply, he can drive around in his car and stay off flying. People are dying out here.
— Itai Tione Wasu🇿🇼 (@ionkid81) February 14, 2021
You've done nothing wrong @FlySafair. That is the law and you are obligated to inform your clients.
— Johannes Malgas (@jmalgas) February 15, 2021
@FlySafair When I read this warning I immediately understood WHY you worded it like that. People need to realise how serious this is. There is no reason to apologise. I was so happy when you could fly again I wouldn't want a single unruly passenger to cause you to be grounded.
— ᚢᚼᛁᛏᛁᛋᚼ × ᛅᚠᚱᛁᚴᛅᚾ (@Werbistichheute) February 15, 2021
Don’t apologise for anything @FlySafair ! You’re absolutely right. All these privileged ones who think masks are beneath them should be treated exactly in that manner! I fully support you.
— ❤️Xola Senamile (@dladla_miss) February 15, 2021
