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Passengers whose flight is delayed by more than two hours may receive refreshments, meals, two free communications and accommodation where applicable. SAA will rebook or reroute them at no additional cost, and a passenger who chooses not to continue may elect a full refund.
- Who it is for:
- Passengers with delayed SAA flights departing from Nigeria
- Who can apply:
- The flight must be delayed more than two hours beyond its scheduled departure time.; The passenger must choose not to continue with the flight to elect a full refund.
- How to act on it:
- No application is described; affected passengers receive SAA's assistance, rebooking or rerouting, or may elect a refund if they make alternative travel arrangements.
Passengers on an SAA flight facing a lengthy tarmac delay can receive disembarkation after two hours, water and lavatory facilities, and regular updates, unless safety, security or air-traffic-control exceptions apply.
- Who it is for:
- SAA customers experiencing a lengthy tarmac delay while departing from Nigeria
- Who can apply:
- The person's SAA flight must be subjected to a lengthy tarmac delay.
- How to act on it:
- No application is described; SAA provides the assistance and notifications during the qualifying tarmac delay.
South African Airways makes air carriage available to people holding tickets, subject to these general conditions, which cover matters including tickets, reservations, check-in, baggage, delays, refunds and conduct on board.
- Who it is for:
- People holding tickets for carriage by aircraft, excluding crew members
- Who can apply:
- The person must hold a ticket for carriage by aircraft.
- How to act on it:
- Hold a ticket for carriage by aircraft and travel under the applicable conditions.
Passengers on an SAA flight affected by a lengthy tarmac delay can receive water and lavatory facilities, regular status notifications and an opportunity to disembark, subject to safety, security and airport-operation exceptions.
- Who it is for:
- SAA passengers experiencing a lengthy tarmac delay
- How to act on it:
- Remain in contact with SAA cabin or ground personnel during the delay; SAA provides the stated facilities, notifications and disembarkation opportunity when applicable.
For qualifying delays, SAA provides refreshments, meals and accommodation where applicable, rebooks or reroutes passengers at no additional charge, assists with onward connections shown on the SAA ticket, and may provide a future-travel discount after delays exceeding 12 hours.
- Who it is for:
- Passengers whose SAA flights are delayed
- Who can apply:
- The delay must exceed 2 hours for a domestic flight or 4 hours for a regional or international flight for refreshments, meals and accommodation to be provided where applicable.; A delay must exceed 12 hours for the stated future-travel discount.
- How to act on it:
- Ask SAA personnel for rebooking, rerouting, onward-connection assistance or a refund if choosing not to continue; SAA will notify passengers about the delay status and reason every 30 minutes when known.
If a flight is oversold, SAA first asks for volunteers to give up their confirmed reservations. Customers who voluntarily surrender their confirmed seat receive a Denied Boarding voucher for a two-sector return flight in the same region and cabin class.
- Who it is for:
- Customers who voluntarily surrender a confirmed seat on an oversold SAA flight
- Who can apply:
- The flight must be oversold, meaning more passengers have confirmed reservations than there are available seats.; The customer must willingly give up their confirmed reservation.
- How to act on it:
- Respond to SAA personnel when volunteers are requested and voluntarily surrender the confirmed seat.
When an SAA flight is cancelled, SAA offers the next available SAA flight or rerouting in the same cabin class at no additional charge. If those options do not meet the passenger's requirements, the passenger may choose a refund for the unused portion of the ticket; reasonable accommodation, meals and transport for the first 24 hours are covered when the journey has already started.
- Who it is for:
- Passengers affected by an SAA flight cancellation
- Who can apply:
- For coverage of accommodation, meals and transportation, the passenger must already have commenced the journey when the cancellation occurs.
- How to act on it:
- Contact or approach SAA personnel after the cancellation to be re-accommodated or rerouted; elect a full refund if the alternate options do not meet requirements.
The page makes the Voyager Terms and Conditions available as part of South African Airways' policies.
- Who it is for:
- Voyager users and members
- How to act on it:
- Open the Voyager Terms & Conditions section on the policies page.
South African Airways makes its SAA Terms and Conditions available for viewing through this policies page.
- Who it is for:
- SAA website users and customers
- How to act on it:
- View the SAA Terms and Conditions through the "here" link on the policies page.
The page provides Voyager's privacy policy, including information about personal information collected, communications, cookies and statistical use of data.
- Who it is for:
- Voyager users and passengers
- How to act on it:
- Read the privacy policy on the policies page.
Passengers whose flights are affected can contact SAA to rebook or cancel their tickets. Customers with valid qualifying tickets can receive re-accommodation assistance.
- Who it is for:
- Passengers with affected flights and customers holding qualifying tickets
- Who can apply:
- The passenger must hold a valid SAA ticket or a through-fare ticket on another airline that includes the affected flight.
- How to act on it:
- Customers who booked through the SAA website or call centre should call +27 11 978 1111. Customers who used a travel agent should contact that agency.
Customers booking new tickets receive one free date change for any cabin class, subject to ticket validity and possible fare differences.
- Who it is for:
- Customers booking new tickets
- Who can apply:
- The customer must be booking a new ticket.; The change must be within ticket validity.
- How to act on it:
- Contact the issuing office, SAA, or the relevant travel agent to arrange the date change.