South African Airways

South African Airways is currently in the process of reviewing all ticket refund requests for cancelled or suspended flights on SAA that have been received from customers since March 19, 2020.    Due to the volume of refund requests received, our Refund Accounting Department is working relentlessly to handle these requests in a timely manner.  Any new ticket refund submissions for cancelled or suspended SAA flights since March 19, 2020 can be sent to our Refund Accounting Department via email to:  FLLRefunds@flysaa.com. We extend our sincere apologies to our valued customers for the delay in reviewing refund inquiries.Thank you, once again, for your continued patience and understanding.

Travel Safe Eat Safe South Africa

SAA Customer Re-protection Plan following Announcement of Route Cancellations

South African Airways (SAA) regrets the recent announcement made regarding the discontinuation of air services on some of our routes. We have had to take these decisions as an important element of our restructuring program during Business Rescue. These measures are designed to provide a platform for a viable and successful SAA in the future.

All our direct sales offices and travel partners are working hard to ensure that our customers itineraries are protected. Working with our airline partners and Star Alliance partners, we endeavor to ensure that the least disruption is caused by re-routing you to your final destination as close to your departure dates and subject to availability.

For all customers whose tickets were issued on or before 12 February 2020, the following options are available on some of the disrupted services that we have announced:

Between Johannesburg (JNB) and Durban (DUR)                |Rebook on the SAA Codeshare (SA2)  

                                                                                               |operated by Mango Airlines (JE)

Between Johannesburg (JNB) and Port Elizabeth (PLZ)      |Rebook on the SAA Codeshare (SA2)

                                                                                               |operated by Mango Airlines (JE)

Between Johannesburg (JNB) and East London (ELS)        |Rebook on the SAA Codeshare (SA2)

                                                                                               |operated by Mango Airlines (JE) on

                                                                                               |Fridays and Sundays only or full refund

Between Johannesburg (JNB) and Cape Town (CPT)          |Rebook on the SAA Codeshare (SA2)

                                                                                               |operated by Mango Airlines (JE)

Between Johannesburg (JNB) and Accra (ACC)                   |Reroute on another SAA flight (SA)

Between Abidjan (ABJ) and Accra (ACC)                              |Reroute on Africa World Airlines (AW)

Between Johannesburg (JNB) and Abidjan (ABJ)                 |Reroute on Ethiopian Airlines (ET)

Between Johannesburg (JNB) and Ndola (NLA)                   |Rebook on Airlink (SA or 4Z)

Between Johannesburg (JNB) and Sao Paulo (GRU)           |Reroute on Ethiopian Airlines (ET)

                                                                                               |or TAAG Angolan Airlines (DT)

Between Johannesburg (JNB) and Hong Kong (HKG)          |Reroute on Ethiopian Airlines (ET)

Between Johannesburg (JNB) and Guangzhou (CAN)         |Reroute on Ethiopian Airlines (ET)

Between Johannesburg (JNB) and Munich (MUC)                |Reroute on SAA services via Frankfurt (FRA)

                                                                                               |or Reroute ON Lufthansa (LH)

                             |or via London (LHR) on SAA

The following international services would continue to operate during February, March and April 2020:

SA264 JNB-MUC |            29 Feb, 01-02 Mar, 31 Mar, 01-06 Apr, 15-20 Apr

SA265 MUC-JNB |            29 Feb, 01-03 Mar, 01-07 Apr, 16-21 Apr

SA222 JNB-GRU |             01-30 Mar

SA223 GRU-JNB |             01-31 Mar

The following domestic services between Johannesburg and Cape Town will continue to operate:

SA302                    CPT-JNB               Dep 06h00 – Arr 07h55

SA313                    JNB-CPT               Dep 08h50 – Arr 10h55

SA323                    JNB-CPT               Dep 10h15 – Arr 12h20

SA326                    CPT-JNB               Dep 11h35 – Arr 13h30

SA343                    JNB-CPT               Dep 13h55 – Arr 16h00

SA346                    CPT-JNB               Dep 15h05 – Arr 17h00

SA354                    CPT-JNB               Dep 16h45 – Arr 18h40

SA377                    JNB-CPT               Dep 21h15 – Arr 23h20

The following Terms and Conditions would apply:

• Rebooking and rerouting would be subject to seat availability
• The rerouting options exclude Voyager Journey Blitz Award tickets
• The options exclude Voyager Companion Tickets
• If customers no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered
• Voyager will refund and re-instate the Miles of cancelled flights, according to the normal Terms and conditions applicable when flight cancelation occurs, should there be expired miles, miles will be re-instated for a period of 12 months
• Applicable to South African Airways flights only and does not apply to Mango, SA Express and Airlink, issued on SA (083) ticket stock and not on separate tickets of other airlines
• Change of cabin will not be permitted
• All tickets must be reissued on or before 27 February 2020
• Previous No-show passengers are not eligible for this waiver
• All additional taxes for ticketed passengers will be absorbed by SAA
• SAA will not be able to provide any support for Special Service Requests or Unaccompanied Minors during this period
• SAA Reserves the right to amend the policy without prior notice

Date | 28 August 2019

Tropical Storm Dorian Re-Accommodation Policy 

The U.S. National Weather Service is closely monitoring Tropical Storm Dorian that may impact parts of the Caribbean, Florida and the southeast region of the U.S. later this week and into the Labor Day holiday weekend.  At this time, South African Airways flights to/from our Washington, DC-Dulles and New York-JFK gateways are not anticipated to be affected, however connecting flights on our code share and interline partners to/from our gateways might be impacted.

Therefore, South African Airways is implementing the following re-accommodation policy that allows customers that are travelling to/from or via airports in the Caribbean, Florida, Georgia, South Carolina and North Carolina as listed below to alter their dates of travel without incurring change fees.

• Caribbean – AUA/BGI/KIN/MBJ/NAS/POP/PUJ/SDQ/SJU/STI/STT/STX/SXM/UVF
• Florida – EYW/FLL/FMY/JAX/MIA/ORL/PBI/PNS/SRQ/TPA
• Georgia – ATL/AUG/SAV
• South Carolina – CAE/CHS/GSP/HHH/MYR
• North Carolina – AVL/CLT/FAY/GSO/ILM/RDU

All ticketed passengers on a South African Airways flight to/from the USA (SA 203, 204, 207, 208, 209, 210) travelling beginning Wednesday, August 28, 2019 through Tuesday, September 3, 2019 may change their date of travel at no extra charge to a later travel date up to and including Tuesday, September 10, 2019.

Rebooking Conditions:

• Rebook onto another South African Airways flight at no extra charge
• Rebook in the lowest available booking class in the same cabin
• Change of cabin will not be permitted
• Change of routing will be permitted when using another SAA gateway in the US (passengers originally ticketed to travel via JFK may travel via IAD; all other restrictions apply
• This policy is applicable to South Africa Airways flights only, issued on SA (083) ticket stock and not on separate tickets of other airlines
• Tickets must be re-issued on/before Tuesday, September 03, 2019
• Travel must commence on/before Tuesday, September 10, 2019

To ensure that we keep you informed by email and/or sms, we encourage our customers to update contact details on https://www.flysaa.com/manage-fly/manage/booking-management Assistance will be provided to all ticketed customers holding a South African Airways ticket (only) via any SAA Call Centre, City Travel Office or your own Travel Agent.

Contact details

South African Airways Contact Center details

United States

• | 1-(800) 722 9675

South Africa

• | +27 (0) 11 978 1111 or 0861 606 606