Close

Choose language and region

Close

Forgot password

Close

Welcome to FlySAA

You are logged in as:

Close

Welcome to FlySAA

Click here to book for more than 9 people
Please fill in all the sections below
I'm returning this rental car to a different location
TimePick-up date
TimeDrop-off date
Country of ResidenceDriver Age
Reset

Frequently Asked Questions

The Frequently Asked Questions section is devoted to answering common questions about SAA Reservations, Voyager and SAA Cargo.

Can my pet travel with me?

We understand that pets are part of your family, which is why we accommodate these inexperienced travellers as best we can.

Conditions of acceptance

 

  • With the exception of service dogs, pets cannot be carried in the passenger cabin.
  • Service dogs are carried free of charge.
  • Animals must be carried as manifested cargo in accordance with the IATA Live Animals’ Regulations.
  • The weight of the animal and its container will be charged as excess baggage. It is not accepted as part of free baggage allowance.
  • It is the owner’s responsibility to ensure that the animals are properly crated and accompanied by valid health and vaccination certificates, entry permits and other documents required by countries of entry or transit.
  • If you wish to travel with your pets, please make the necessary arrangements with our Cargo department: +27 11 978 3366.

Back to top

 

Country restrictions

 

All live animals should travel as manifested cargo via countries that do not allow the importation of animals as checked baggage, namely:

  • Angola
  • Australia
  • Hong Kong
  • Mozambique
  • United Kingdom
  • Zambia

All animals destined for South Africa on an international flight must be carried as manifested cargo. Other countries may have similar requirements; therefore, it is strongly recommended that the respective Embassy or Consulate be consulted. You will however, be responsible for obtaining the necessary permits, forms, container, as applicable, and must also be aware of the import regulations at your destination.

Back to top

 

Animal identification

 

All dogs, cats, reptiles and primates imported to South Africa need to have microchip implants for identification. The health certificate for animal imports includes a clause requiring a microchip number, and the location of the microchip for identification of the animal. If animals arrive in South Africa without the microchip, they will be placed under quarantine at the port of entry.

For more information, please contact the Directorate Animal Health:

Address: Private Bag X138, Pretoria, 0001

Tel: +27 12 319 6000.

Due to infrastructure problems at OR Tambo International Airport, live animals will no longer be accepted as excess baggage on all international flights with immediate effect.

Back to top

 

Can my firearm travel with me?

Passengers who wish to travel with their firearms may do so provided they comply with the following policies and procedures.

Acceptance of carriage

Firearms designed for sporting purposes, such as target pistols and safari/hunting rifles, may be carried on South African Airways under the following conditions:

  • The firearm must be unloaded and, if possible, dismantled and packed in a suitable lockable firearm case.
  • Firearms will be processed at the firearm desk for safe carriage in the hold of the aircraft.
  • Ammunition (cartridges for weapons) must be securely stored in a lockable container within checked baggage.
  • The maximum weight of the ammunition carried by any single passenger is 5kg (11lb).
  • For transfer and transit passengers who are connecting to onward flights, prior clearance to travel with firearms and ammunition must be obtained from the South African Police Firearm Office at the airport.

Back to top

 

Check-in protocol

 

  • At time of check-in, all firearms and ammunition must be declared to the airline agent.
  • Undeclared firearms and ammunition will result in luggage being rejected during mandatory screening. As a result, the passenger will be required to open his/her baggage for further inspection and safe handling, or the items will be confiscated for further processing.
  • Check-in agents will issue the relevant baggage tags and then direct firearm owners to the firearm desk for inspection.

Firearm desk

  • The owner of the firearm will be required to produce a valid licence or temporary import permit.
  • The owner of the firearm(s) will be required to make and declare the firearm(s) safe for carriage.
  • Security staff will request the firearm owner to open his/her checked luggage to verify that ammunition is securely packed and within the maximum weight allowed.

Back to top

 

Arrival protocol

 

  • Upon arrival, passengers are required to proceed to the allocated firearm desk to collect firearms and/or ammunition.
  • Checked baggage containing ammunition may be collected at the normal baggage carousel.
  • After collection of checked baggage containing ammunition, you are required to proceed to the South African Police Firearm office, where all necessary import permits and other documentation will be finalised.

Back to top

 

General information

 

Strict legislation on the carriage of hand-held firearms exists in almost all countries, and heavy fines could be imposed on the passenger and carrier should such items be transported without the necessary documentation (import permits/licence, etc.)

  • It is the RESPONSIBILITY OF THE PASSENGER to consult with the local consulate of the country to which he/she will be traveling, including transit/stopovers where applicable, to establish and comply with all entry requirements of the countries concerned.

Firearm documentation

  • South African citizens and residents require a South African firearm licence.
  • Visitors require a Temporary Import Permit; these will only be issued to foreign hunters and participants in an organised sport-shooting event.
  • Temporary import permits can be obtained either:
    • On arrival at the South African Police Firearm office
    • At least four weeks before arrival in South Africa:

        The Registrar

        Private bag X 811

        Pretoria, 0001

        Republic of South Africa.

Requirements:

  • Passport and return airline ticket
  • Firearm licence or proof of ownership from country of residence
  • Invitation letter, on an official letterhead, from sport shooting event organiser
  • Letter from owner of firearms stating the reasons why the firearms are needed in South Africa
  • Address where person will stay in South Africa
  • Export permit from country of residence

Restrictions:

  • No automatic, semi-automatic firearms or military weapons are allowed
  • No firearms for self-defence allowed
  • Only one firearm per caliber allowed
  • Only 200 rounds of ammunition allowed per firearm
  • No handguns may be imported to South Africa without the necessary permits
  • Person must be 21 years and older to enable them to import a firearm to South Africa

Back to top

 

Airlink

 

  • Airlink will no longer transport firearms, except hunting rifles and shotguns. Hunting rifles shall only be transported to and from the following destinations:

    • O R Tambo International, Johannesburg
    • Cape Town
    • Durban
    • Port Elizabeth
    • Kimberly
    • Polokwane
    • Phalaborwa
    • Kruger
    • Mpumalanga International Airport, Nelspruit
    • Upington
    • Bloemfontein

     
  • Airlink will continue to transport handguns, shotguns and rifles to all destinations except the following:
    • Mafikeng
    • Mthatha
    • Phalaborwa (Rifles are accepted)
    • Pietermaritzburg

Back to top

 

South African Express

 

Hunting rifles and shotguns may be transported on South African Express Airways flights.

Only law enforcement agents may be allowed to transport their hand guns on South African Express Airways flights. They must produce some form of official identification e.g appointment certificate. They shall be liable for the stipulated cost for the transportation of the firearm.

NOTE: No firearms may be transported to George Airport

  • Firearms may be accepted on all South African Express Airways destinations listed below:
    • Port Elizabeth
    • Kruger Mpumalanga International
    • Hoedspruit
    • Cape Town
    • Kimberly
    • Maputo
    • Gaborone
    • Richards Bay
    • Walvis Bay
    • Durban
    • Windhoek
    • East London
    • Lubumbashi
    • Bloemfontein

Back to top

 

Mango

 

Mango does not permit carriage of any kind of firearms (including, without limitation, hunting rifles and ammunition of any nature) whether on your person or in your Checked or Unchecked Baggage. Mango does not provide storage of such items under any circumstances.

Back to top

 

I have a lot of excess luggage. What is the cheapest way to take it with me?

Whether you are relocating overseas or planning an extended holiday, packing to meet your baggage allowance can be quite challenging. Avoid excess charges and send your possessions as unaccompanied baggage.

Conditions of carriage

 

Baggage shipped as cargo may be accepted for carriage between the same points for which the passenger holds an "OK" and/or "RQ" ticket only - and that it will be within the discretion of the carrier on which flight the baggage is conveyed.

Unaccompanied baggage can only be sent between the origin and destination shown on the ticket. It will be at the carrier’s discretion on which flight the baggage is transported.

Accepted baggage

Unaccompanied baggage may comprise only of personal apparel and articles, including portable musical instruments, typewriters and sport equipment.

Unaccepted baggage

The following items are not regarded as unaccompanied baggage and should be excluded:

  • Machinery
  • Machine or spare parts
  • Money
  • Jewellery, watches
  • Crockery
  • Furs
  • Films, cameras
  • Tickets, documents
  • Liquors Perfumes
  • Articles of household furnishings, merchandise
  • Salesman samples

For more information, please contact our Cargo division: SAA Cargo at O R Tambo International Airport: +27 11 978 1119 Cargo reservations: +27 11 978 3366

Back to top

 

What are Dangerous Goods?

There are a number of items, some of them not so obvious, which could pose a risk if taken onboard. Find out which items are classified as dangerous goods, what is permitted and what you need to declare at the airport.

Dangerous goods

For the safety of our passengers and crew, do not pack the following items in either your hand luggage or checked baggage:

  • Lithium batteries or pyrotechnic devices
  • Disabling devices containing an irritant or incapacitating substance, such as mace, pepper spray, etc.
  • Corrosives
  • Gases Flammable liquids
  • Flammable solids
  • Organic peroxides
  • Infectious substances
  • Toxic substances
  • Magnetised materials
  • Oxidising materials
  • Radioactive materials
  • Explosives
  • Miscellaneous, including asbestos, dry ice, engines, etc.

For more information, read our Guide to Dangerous Goods.

Back to top

 

Transporting liquids

If you are travelling overseas, you will need to follow the new international security regulations that limit the quantity of liquids, aerosols and gels (LAGs) in your hand luggage. Please make sure that the liquids you carry on board are packaged and transported in the following manner:

  • Liquids, gels and aerosols must be kept in containers of 100ml each.
  • They must be packed in a 20x20cm transparent, re-sealable plastic bag.
  • Only one bag is allowed per passenger, and it must be shown at airport security.
  • Exemptions will be made for medications, baby products, and special dietary requirements. Duty free purchases such as cigarettes, liquor and perfume are also permitted in reasonable quantities.

Please note: LAGs only apply to international flights.

Back to top

 

Restricted items

To facilitate your travel, kindly refer to the links below identifying specific security restrictions:

Back to top

 

SARS requirements

 

  • South African Revenue Services (SARS) requires that a registered cargo agent clears all export shipments through customs.
  • The cost of the required custom documents is not included in the charges calculated by South African Airways Cargo, and is payable to any registered cargo agent directly.
  • For customs clearance purposes of baggage shipped as cargo from South Africa to international destinations, SARS should be contacted for clarification on document requirements.

Back to top

 

What is the maximum a piece of baggage may weigh?

 

The maximum baggage weight per piece for the passenger (weight and piece concept)is 32kg. The free baggage allowance depends on the route and class of service you travel. Click here to view our checked baggage policy.

Back to top

 

Can I take a musical instrument with me?

South African Airways accepts musical instruments for carriage, so please familiarise yourself with each option. Unfortunately, we are unable to provide a special free baggage allowance for the carriage of these goods.

Carriage options

The carriage of certain musical instruments is permitted in the cabin of the aircraft and on extra seat(s). The musical instruments must not contain any equipment or article or substance, which is, classified as dangerous goods.

As cabin baggage

Portable musical instruments may be carried in the cabin of the aircraft as approved cabin baggage under the following conditions.

These apply to all classes except where specified:

  • The total of the three outside dimensions (L plus B plus H) of the instrument must not exceed 115cms. When a carrying case is used, the dimensions of the carrying case are to be considered. If the instrument or the case has an irregular shape, the largest dimension must be taken to arrive at the overall total.
  • The shape and size should fit under the seat in front of the passenger or in the overhead lockers. The weight of the instrument inclusive of the carrying case must not exceed 8kgs.
  • Musical instruments, which conform to the above size and weight limitations, will be considered as one item of cabin baggage. Therefore, passengers travelling in Business class may carry only one more item of cabin baggage with dimensions not exceeding 52 x 40 x 23cms. Passengers travelling in Economy class will not be allowed to carry any other cabin bag.
  • It is highly recommended that the musical instrument be carried or packed in a custom built carrying case to protect it from damage. If it is not carried in a carrying case, the instrument must not have any sharp corners, which might damage other cabin bags or the aircraft panels.

On extra seat(s) in the cabin

  • Passengers may carry musical instruments in the cabin of the aircraft on a seat(s). Please notify your local South African Airways Reservations Office of your intention to carry a musical instrument on an extra seat at the time of reservation.
  • Information regarding size/weight must be provided and the extra seat must be booked and paid for. It is not acceptable for the instrument to occupy an empty seat, which has not been paid for. Your local South African Airways Office will inform you of the additional charges for the additional seat.
  • No more than 75kgs may be carried under this arrangement per seat blocked. The passenger will not receive any additional free checked baggage allowance for the purchase of the extra seat.
  • If you do not wish to carry the musical instrument in the cabin, it can travel in the hold as checked baggage. Contact your local South African Airways Office for details.

Back to top

 

Instruments & methods of carriage

The following guideline indicates how certain musical instruments can be transported. The final decision depends on the overall size and weight of the instrument.

Instrument Method of carriage
Bass tuba Hold stowage
Bassoon: small Hand luggage
Banjo Hold stowage or extra seat
Bass trombone Hold stowage
Cello Hold stowage or extra seat
Contrabassoon Hold stowage or extra seat
Clarinet Hand luggage
Double bass Hold stowage
Flute Hand luggage
French horn Hold stowage or extra seat
Guitar Hold stowage or extra seat
Oboe Hand luggage
Saxophone Hold stowage or extra seat
Trumpet Hand luggage
Viola: rectangular Hold stowage or extra seat
Violin: shaped Hand luggage
Violin: rectangular Hold stowage or extra seat

Back to top

 

What do I do when my baggage has been delayed, missing or damaged?

Regrettably, checked baggage is damaged or delayed in transit occasionally. We apologise for this inconvenience, and will do our best to trace your lost luggage and deliver it to you as soon as possible.

Claims procedure

If your baggage has been lost or damaged, please follow these steps:

Report the incident immediately, or within seven working days, at the South African Airways Lost Property office, where you’ll receive a unique reporting number.

Thereafter, complete a claim form and take it to the Passenger Claims office. It will take up to 21 working days to finalise all claims.

Please note: South African Airways does not take responsibility for the loss of valuable items in checked luggage including money, passports or visas, computer equipment, electronic devices, cell phones, fragile items, business documents and jewellery.

Back to top

 

Track and trace

We will initiate the tracing of your lost luggage via WorldTracer, a computerised tracking system, and will keep you informed of the status of your baggage. If you need any assistance, please contact your local airport office or check the search status using WorldTracer.

Once again, please accept our apologies for any inconvenience caused.

Please note: For our general conditions of carriage refer to baggage liability.

Back to top

 

How many pieces of carry on baggage can I take onboard the aircraft?

For your own safety and comfort, it is important to be aware of what you can and cannot bring on board before you check in.

Hand luggage allowance

The amount of hand luggage you may carry depends on which service class you are flying. Please note that on our codeshare flights operated by Mango between Cape Town and Durban your hand luggage may not exceed 7kg in weight and 115cm (height: 56 cm, length: 36 cm, width: 23 cm) in dimension.

Travel Class Max Weight Per Piece Max Dimensions Per Piece
Business Two pieces: 8kg (18lb) each 115 cm (45 inches)
Economy One piece not exceeding 8kg (18lb) 115 cm (45 inches)

Please note: If your hand luggage does not conform to the size specified, airport security will prohibit entry into the departure area. You will then have to return to the check-in counter.

 

  • All hand luggage must be of a size that fits under the seat in front of you or in one of the overhead lockers.
  • Hand luggage must not obstruct emergency exits or aisles.

Back to top

 

Sports equipment & musical instruments

Sports equipment and musical instruments are subject to the same size and weight limitations as other hand luggage. However, certain items can be carried on board if you purchase an extra seat to accommodate it.

Back to top

 

Restricted items

Security items, such as a pair of scissors, knives, blades or any sharp and/or pointed objects, must be removed from hand luggage and packed in checked baggage. To facilitate your travel, kindly refer to the documents below identifying specific security restrictions:

Back to top

 

How do I change or cancel my on-line booking?

Changes and cancellations for domestic flights can be done conveniently around the clock via flysaa.com. For changes and cancellations for international flights or further questions regarding your online booking dial 0861 FLYSAA/0861 359722 from within South Africa, or visit our Customer Care page for other SAA Office contacts. Calls will be charged at Standard Rates

Back to top

 

What do I do if I am Sick, infirm or less mobile?

  • South African Airways offers wheelchair facilities to all our passengers with reduced mobility.
  • Passengers who require upper torso support should make a booking through the medical reservations department.
  • For passengers who require special assistance and who suffer from a specific medical condition, South African Airways can provide acceptance to travel, providing the passenger submits information required by the medical reservations section.
  • Passengers travelling with any of the following conditions will be required to complete a medical questionnaire obtainable by the medical reservations section:
    • Passengers whose medical condition requires oxygen supply carriage
    • Passengers who needs a stretcher on board
    • Passengers with serious sickness or injuries
    • Passengers who suffers from any cardiac or cerebral conditions
    • Passengers whose fitness for air travel is in doubt as a result of recent disease, treatment or surgery

For assistance of any other than above mentioned medical conditions, please contact the Call Centre on the following number:
Tel: 27 (0)11 978 1111

Back to top

 

How do I request a Tax Invoice?

After requesting your Tax Invoice online , a PDF document will be e-mailed to you within 72 Hours , to the e-mail address provided. If a Tax Invoice has been successfully generated from the South African Airways Tax Invoice System, the onus rests on the recipient to ensure that his/her mailbox has enough space to receive an e-mail - with a PDF attachment; and that his/her service provider or exchange server allows for delivery of such e-mails. South African Airways, can not take responsibility for undelivered e-mails due to any other reasons beyond our control including the above.

Prescribed details required from the South African Revenue Service on a tax invoice

Tax invoices must ordinarily reflect all the following details (Section 20(4)):

  • The words ‘tax invoice’ in a prominent place;
    • An e-mail message must be in an encrypted form and pdf. format is acceptable to SARS;
    • Instead of the word "Tax Invoice", it must be called "COMPUTER GENERATED TAX INVOICE" and this wording must be prominent on the e-mail message;
  • name, address and (VAT) registration number of the supplier;
  • name and address of the recipient; (as from 1 March 2005, the VAT registration number of the recipient if registered for VAT)
  • individual serialised number and the date upon which the tax invoice is issued;
  • description of the goods or services supplied;
  • quantity or volume of the goods or services supplied;
  • either
    • the value (ie excluding VAT) of the supply and
    • the amount of tax charged and
    • the consideration (ie price including VAT) for the supply; (exclusive basis)
    • or the consideration (ie price including VAT) for the supply and
    • either the amount of the tax charged or a statement that it includes VAT and the rate at which the tax is charged (inclusive basis).

Back to top

 

Where may I collect my Ticket?

At South African Airways (SAA) collecting your tickets is as easy as booking them. We offer three collection options, including:

Please note: During the online booking process, various ticket options are available. Failure to select an option results in the automatic selection of SAA e-ticketing.

 

e-tickets

  • When it’s time to check in for international travel, simply present your e-ticket receipt and passport.
  • For domestic travel, present either your passport or driver’s licence for identification.
  • We recommend that you bring along your e-ticket itinerary (passenger itinerary receipt) when you travel, in case you are requested to present it.
  • If you wish to make use of the self-service kiosks, you’ll need to give your e-ticket number to the assisting vendor.
  • Those travelling to Victoria Falls and Kinshasa need to produce their e-ticket itinerary as these airports do not have e-ticket facilities. Your receipts will be required.
  • This itinerary can easily be printed out during the online booking process by an e-ticket compliant travel agent or from an SAA ticket office.

 

Back to top

 

Any SAA airport

  • You can collect tickets from any South African airport that offers SAA, SA Express or Airlink flights.
  • Tickets may be collected from three hours to one working day after making your online booking.
  • If you are travelling between Johannesburg and Cape Town and have no check-in baggage, you may proceed directly to the Speedpass counter for your ticket.
  • For all other SAA flights, please proceed to the ticket sales counter.

 

Back to top

 

SAA offices nationwide

You may collect tickets from an SAA office before your proposed date of departure. During the online booking process, please make your selection from the office details below.

 

Cape Town

4th Floor
JDN House
Cnr Shortmarket Street and St. Georges Mall
Open 08:30-17:00 Monday- Friday
Closed weekends and public holidays.
Tel: 0861 606 606

 

Durban

3rd Floor
197 North Ridge Road Morningside
Durban (opposite Morningside School)
Open 08:30-17:00 Monday-Friday
Closed weekends and public holidays.
Tel: 0861 808 808

 

Johannesburg - Illovo


4 Chaplin Road
Cnr Melville Road
Illovo
Johannesburg
Open 08:00-17:00 Monday-Friday
Closed on weekends and public holidays.
Tel: +2711 537 2001
 

Back to top

 

How are unaccompanied minors looked after?

Our Unaccompanied Minors service ensures that from check-in to final arrival, your child is always under the best care. So, when your child has to travel alone, book a flight with South African Airways (SAA). It's the next best thing to being there yourself. Please note that we do not offer an unaccompanied minor service on our codeshare flights operated by Mango between Cape Town and Durban. All passengers younger than 12 must be accompanied by a passenger who is at least 16 years old.  

 

Who is eligible?

  • An unaccompanied minor is a child (5-11 years old) who is travelling without the supervision of a parent or guardian who is 16 years or older.
  • Children, under the age of five, are not accepted for the Unaccompanied Minors service, if they are accompanied by a guardian who is 16 years or older.
  • A young passenger is a child who is at least 12 years old, but under 16. 
  • For the purpose of fares, any passenger between the ages of 12-16 is considered an adult; therefore, no special handling is required unless requested by the parent.
  • Reservations for unaccompanied minors cannot be booked online, so please contact our call centre. Place any meal requests for your child at time of booking, or at least 24-hours before departure.

Back to top

 

Conditions of travel

Unaccompanied minors may only travel if:

 

  • Prior authorisation from SAA was received – contact our call centre
  • In the event of a connecting flight, they reach their destination before 20:00
  • Booking was done through the Central Reservations Office
  • They are in possession of written consent from their parents or guardians
  • They are escorted to the airport and checked in by a responsible adult, and received at destination by an authorised adult

Back to top

 

Before you fly

Baggage allowance: Children travelling alone are entitled to the full adult baggage allowance for the class in which they are travelling, if they are paying at least 50% of the adult fare.

Travel documents: On international flights your child must be in possession of the necessary documentation: a valid passport, visas and health documents.

Travel companion: Encourage your children to take a favourite toy onboard, and charge them with the responsibility of looking after it throughout the flight. This will help your child feel more secure and ‘at home’.

Back to top

 

At the airport

  • For safety and security reasons, SAA has the right to refuse travel if the child is not booked as an unaccompanied minor. Please ensure that the necessary arrangements are made with the call centre.
  • Check-in times:
    • Domestic: at least one hour before departure.
    • International: two hours before departure.
  • For international flights, please ensure that the necessary documentation is completed and in order.
  • At check-in a SAA representative will escort your child through the passport control, taking care of all his/her travel documents, and security checks right up to finding his/her seat.
  • Parents should remain at the airport until the flight takes off.

Back to top

 

In the air

Before the flight, the cabin crew will be notified of your child's name, age and any special requirements. They will regularly check that your child is comfortable and entertained throughout the flight.

Back to top

 

On arrival

Upon landing, your child will be introduced to a SAA host, who will escort him/her through airport immigration to arrivals, and personally hand over him/her to the parent or guardian. This person must carry proof of identification. Kindly make sure that the appointed guardian is not late, causing unnecessary distress to the child.

 

Transit

At transit stops your child will always remain in the care of either cabin crew or ground staff.

 

Onward & return flights

Should you need to change your child’s travel plans, inform SAA at any time before or during the trip as restrictions do apply to some airfares. Please check that the request for travel as an unaccompanied minor or escort provision is transferred to the new flight.

 

Inform your child

We will do our best to ensure that your child has a pleasant journey from start to finish. However, there are a few things that you can do to make it just that bit easier.

 

  • Make sure your child knows who is to meet them upon arrival at their destination.
  • Explain the importance of their passport and tickets, and ensure that they can recognise both.
  • The Unaccompanied Minor identification lanyard cannot be removed as it is a form of classification.
  • Children must not leave the aircraft unattended, and must wait for the cabin crew’s assistance before they exit the plane.

Back to top

 

What must I do if my credit card expires before my travel date?

The credit card must be present at the airport and the swipe must be done as per the credit card authentication procedure. If the credit card number has changed due to the fact that the card has expired that was utilised to purchase the ticket, the following procedure should be followed :

  • The cardholder must be in possession of a letter from the bank advising that the old card has expired and the information of the new card.
  • Should the passenger not be in possession of such a letter the check-in agent will make a photocopy of the new card and the passenger must sign on the page.
  • The passenger must advise the SAA office prior to travel that the credit card expires before his/her date of travel.

In most cases it is only the last four digits that change and the check-in agent would compare the numbers of the old card to the new card. If there was a drastic change to the numbers the passenger must provide a letter from the bank and if that is not possible purchase a new ticket and request for a refund on the first ticket.

Back to top

New baggage policy FAQs for tickets issued on/after 5 September 2012

To whom will the new baggage policy apply?
The new baggage policy will apply to all tickets issued on or after 5 September 2012. The current Weight Concept Baggage Policy will apply for all tickets issued prior to 5 September 2012.


How will my baggage allowance change?
Previously, SAA has only restricted passengers by total weight of baggage. Under the new policy, passengers will be restricted by the number of pieces they are allowed to check-in. Each of these pieces will be subject to weight and size restrictions.

This means that, for example, a passenger who was previously allowed 40kgs of total baggage weight, will now be allowed to check 2 pieces of baggage, each weighing no more than 23kg. This takes the total weight allowance to 46kg for the passenger, although the number of baggage pieces has been restricted to two.


How are excess baggage charges calculated under the new policy?
As the new baggage policy restricts the number of pieces of baggage a passenger may check in, there will be an excess baggage charge for each piece over and above the passenger’s allowance.
 

Excess baggage charges will also apply for any piece of baggage (even additional pieces that have already been charged as excess) that exceeds the weight and size restrictions for each piece outlined in the baggage policy. This means that more than one excess baggage charge may potentially apply for a single piece of baggage.

Example: 

A customer is travelling in economy class to Mumbai, and as such is allowed to check in 2 bags weighing no more than 23kg each, and not exceeding 158cm total dimensions. The customer brings 3 pieces of baggage to check-in:

  •  Piece 1 -  20kg and 140cm total dimensions.
  •  Piece 2 - 26kg and 140cm total dimensions.
  •  Piece 3 - 22kg and 165cm total dimensions.

As the passenger has 3 pieces, an excess baggage charge for an additional piece will apply.

Piece 1 is within both the size and weight restrictions so no excess baggage charges relating to this piece will apply.

Piece 2 is within the size restrictions but weighs more than 23kg, so an excess baggage charge will apply.

Piece 3 is within the weight restrictions but is larger than the maximum size permitted, so an excess baggage charge will apply

In total, the passenger will have to pay 3 excess baggage charges.
1 for an additional piece.
1 for an overweight piece.
1 for an oversize piece.
 

How will this affect connections onto other carriers?
The move to a Piece Concept Baggage Policy will make it easier for SAA passengers connecting onto other carriers. Previously, as SAA allowed a passenger to check as many pieces of baggage as they wished, provided the total weight didn’t exceed their allowance, passengers connecting onto other carriers who applied the piece concept may have had more pieces of baggage than the other carrier allowed, and would therefore be liable for an excess baggage charge.

Moving forward, SAA will restrict the number of pieces a passenger may carry. Therefore, any SAA passenger connecting onto another carrier would already have a restricted number of bags and would, except in rare cases, not be liable for excess baggage charges relating to number of pieces.


Which baggage allowance will apply for connecting flights?
IATA’s Most Significant Carrier (Resolution 302) policy determines which carrier’s policy will apply. Usually, the policy of the carrier who operates the first international leg of the journey will apply, however if the trip is broken then this carrier’s policy will not apply for any onward connections.

There are some exceptions to this rule, please contact our call centre or your nearest travel agent for any enquiries regarding baggage allowances for multi-leg and multi-carrier journeys.


How will the change of policy affect Voyager members’ additional allowances?
Voyager Gold tier members and upwards, as well as Star Alliance Gold members, will each receive an additional piece, subject to weight & size restrictions matching those of their normal baggage allowance, on all SAA and Star Alliance operated flights (including our Johannesburg-Sydney services operated by Qantas).
Voyager Silver tier members will each receive an additional piece, subject to weight & size restrictions matching those of their normal baggage, on all SAA operated flights (including our Johannesburg-Sydney services operated by Qantas).


Are there any changes to allowances for sporting goods?
The change of policy will not affect special allowances for sporting goods, these allowances remain unchanged.


Will the new policy affect cabin baggage allowances?
No, this new policy is focused on checked baggage allowances only. Each economy class passenger may carry, without additional charges, 1 piece of hand baggage weighing no more than 8kg and not exceeding maximum dimensions of 115cm (e.g. brief case, travel bag). Business class passengers may carry 2 such pieces of hand luggage.

In addition, each passenger is permitted to carry 1 laptop bag, weighing no more than 8kg, as hand luggage.

 
Will passengers be able to purchase excess baggage in advance at a discounted rate?
This is something we are looking at introducing, however it will not be in place when the new policy launches. This will likely be implemented in the months following the launch.
 


 

S