If your flight is delayed or canceled while you’re in South Africa, it’s important to act quickly and understand your rights.
South African aviation regulations, supported by the Consumer Protection Act, provide specific protections for air travelers.
Here’s what you should do to protect yourself, minimize inconvenience, and possibly claim compensation or assistance from the airline:
1. Know Your Rights (According to South African Law)
If your flight is delayed by more than 2 hours, the airline is required to provide meals, refreshments, and communication access such as phone calls or emails. If the delay exceeds 5 hours, you are entitled to a refund or alternative transportation.
If your flight is canceled, you are entitled to a refund, rerouting, or a new ticket to your final destination. Compensation may be available unless the cancellation is due to extraordinary circumstances such as extreme weather or air traffic control restrictions. These rights are protected under the Consumer Protection Act and SACAA regulations.
2. Speak to Airline Staff Immediately
Go to the airline’s help desk at the airport. Request written confirmation of the delay or cancellation and ask for clear details about your options and the assistance they will provide.
3. Contact the Airline’s Customer Service
If airport staff cannot help, contact the airline’s call center. Be ready to provide your booking reference number, identification, and any relevant emails or messages.
4. Keep All Documentation
Save your boarding pass, any receipts for meals or transport, emails, SMS notifications, and photos of flight status displays. These documents are important for reimbursement or complaints.
5. Request Meals, Transport, or Accommodation if Necessary
If the delay is extended or includes an overnight stay, the airline should arrange or reimburse meals, hotel accommodation, and ground transport. Do not pay for anything unless you get written confirmation that you’ll be reimbursed.
6. Check Travel Insurance or Credit Card Benefits
Travel insurance or some credit cards may cover delays, cancellations, and lost baggage. Contact your insurer or credit card company to see what assistance or compensation they offer.
7. File a Complaint if Necessary
If the airline fails to meet its obligations, file a complaint with the South African Civil Aviation Authority (SACAA) at www.caa.co.za or call +27 11 545 1000. You can also approach the Consumer Goods and Services Ombud at www.cgso.org.za.
