Frequently Asked Questions
Date of Issue | 23 August 2021
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Q: How do I register for a credit voucher?
A: Please register online at https://www.flysaa.com/za/en/voucherApplication.action
Q: What is the validity of the ticket or credit voucher?
A: 31 March 2023, at which point the credit voucher must be issued onto a new ticket. The new ticket fare rules will apply.
Q: What is the last date that I can apply for a credit voucher?
A: 31 March 2022, this will ensure a year validity.
Q: Can I use my voucher for other ancillary payments?
A: Credit vouchers can only be used for new tickets.
Q: I’m holding an unused Covid related ticket. How do I use the unused portion of the ticket as part payment?
A: Contact your travel agent or call SAA call centre at 011 978 1111.
Q: How do I redeem my credit voucher?
A: You have three options to redeem your credit voucher:
Option 1: via your Agent
Follow these easy steps:
- Contact your agent to create a reservation for you, to obtain a reservation number. Should you wish to nominate a new traveller, please supply your agent with the copy of the new travellers South African ID document or Passport.
- Once you have a reservation, your agent will queue the booking off to SAA Trade Support for action.
- Alternatively e-mail us on EMDRedemption@flysaa.com and supply us with your contact details, reservation number and Credit Voucher number and we will process your request.
- SAA requires a minimum of 72 hours to process a request. Should an additional collection be required we will advise the agent accordingly and for any remaining amounts on the voucher, we will issue a new voucher for the residual balance.
Option 2: via our Website
Follow these easy steps:
- Visit Flysaa.com and create a booking. Choose the pay later option. Take down the reservation number.
- Should you wish to nominate a new traveller, please ensure that the booking is in the name of the new traveller.
- The name of the traveller must be as per the travellers South African ID document or Passport.
- Once you have a reservation, e-mail us on EMDRedemption@flysaa.com and supply us with your contact details, reservation number and Credit Voucher number and we will process your request.
- SAA requires a minimum of 72 hours to process a request. Should an additional collection be required we will advise you accordingly and for any remaining amounts on the voucher, we will issue a new voucher for the residual balance.
Option 3: Visit our SAA Ticketing offices (Airport offices or Town offices) or call our Call Centre on +27 (0)11 978 1111: Here we will create your booking, use your credit voucher and issue your ticket all part of a one-stop-shop.
Q: How much time is required before I can redeem my voucher for a new ticket?
A: SAA requires a minimum of 72 hours to action all credit voucher requests. Email EMDRedemption@flysaa.com to process your request. Our Call centre, Town offices and Airport Ticketing desks may assist you immediately.
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Q: Is there a penalty fee for requesting a refund?
A: Covid related refund requests will be a full refund without cancellation or administration fee.
Q: How do I apply for a refund?
A: Send a request to onlinerefunds@flysaa.com with Refund in the subject line.
Q: Will I get a cash refund?
A: SAA is currently managing all refund requests, based on date of SAA Refund file registration, however due to a reduced workforce and stringent COVID protocols this process is slower than anticipated. Furthermore, SAA promises to honour all requests and appreciates your patience as we work through the volume of work ahead.
Q: If my previous Agency, Consolidator, Consortium in now closed due to COVID / Business Rescue, how do I get a refund for my customer?
A: Ultimately, SAA owes the direct consumer the value in question and will refund based on the Original Form of Payment. Your customer must submit a written request directly to SAA for the refund request by e-mailing: onlinerefunds@flysaa.com
Q: May passengers with the credit vouchers also apply for a refund?
A: Yes, email onlinerefunds@flysaa.com with Refund in the subject line.
Q: Is “non-refundable” tickets refundable given that you could not travel due to Covid?
A: Yes, all Covid related tickets are eligible for a refund.
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Q: Which aircraft are we flying?
A:A319, A320 and A330-300
Q: Will SAA serve meals on domestic and regional routes?
A: Meals are not offered on domestic flights as a result of the government's gazetted resolution that no meals be served on domestic flights. However, refreshments will be offered.
Meals will be offered on regional flights lasting more than two hours.
Q: Are there new aircraft in the SAA fleet?
A: The restart of SAA is with aircraft previously in the fleet such as the state of the art A330-300, as well as single aisle aircraft A320s and A319s.
Q: Are the aircraft which arrived mid-August part of a new fleet?
A: The A320s which arrived were already part of the SAA fleet whilst still in operation pre-COVID-19. The aircraft were stored in Abu Dhabi and a full technical check (C-Check) was conducted prior to flying the aircraft back to South Africa.
Q: What is our new network?
A:SAA will resume with 1 domestic and 5 regional as a starting point, other destinations will be added at a later stage
Q: Which routes will SAA operate?
A: Between Johannesburg and Cape Town, Accra, Kinshasa, Harare, Lusaka and Maputo
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Q: Are we serving meals on domestic and regional sectors?
A: Meals are not being served on domestic flights following the government gazetted resolution for airlines operating domestically that no meals may be served. A refreshment will however be made available.
Meals will be served on regional sectors with a flying time of longer than 2 hours.
Q: Will the lounges be operating?
A: Yes, the Business Class lounges will be open for business with operations adhering to COVID-19 protocol.
There is however Wi-Fi, hot and cold beverages, alcoholic drinks (in line with government regulations) and a wide selection of meal options.
Q: How will SAA ensure that the lounges are COVID-19 compliant?
A: Due to COVID-19-19 protocol the Lounge will have limited number of seated customers in line with 50% capacity policy. We will ensure social distancing and Occupational Health & Safety (OHS) compliance.
The shower facilities will be closed. No magazines or newspapers will be on offer. This will be managed when customer report to the lounge reception.
Q: How will we manage the food and drinks service in the lounge under COVID-19?
A: The normal buffet services will not be allowed. All food will be prepacked to ensure compliance to Health and safety aligning with COVID-19 regulations
Q: What can we expect from SAA Inflight Entertainment System?
A: Depending on the destination and aircraft type, a selection of programs is available with Movies, TV, Music and Games. The A330-300 features the latest technology of audio-video-on-demand systems with personal TV’s. The single aisle aircraft feature entertainment on overhead TV’s.
Q: Are the aircraft which arrived mid-August part of a new fleet?
A: The A320s which arrived were already part of the SAA fleet whilst still in operation pre COVID-19. The aircraft were stored in Abu Dhabi and a full technical check (C-Check) was conducted prior to flying the aircraft back to South Africa.
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Q: What are the new protocols at the airports?
A: Each Airport Authority has their own COVID-19 procedure which must be adhered to by all passengers and employees.
Passengers and staff will must conduct a temperature screen prior to entering the airport.
Nobody will be allowed into any South African Airport if they are not wearing a mask.
Q: Is there a new procedure at SAA Check-in counters?
A: Normal check-in and boarding procedures will be conducted, however passengers must keep wearing a mask at all times. It is mandatory to sanitize and keep social distancing.Temperature screening is conducted by Airports Authority or Port Health when passengers enter the airport. At airports where screening is not done at the entrance, provision will be made at check-in for temperature screening
Q: Which documents are required by SAA before I can check in?
A: Passengers are expected to have the relevant Covid-19 documentation on hand prior to checking in and boarding the aircraft. When travelling with children, you will need an electronic ticket, an identity document or a passport and unabridged birth certificates (for international flights).
Please check for more information: https://www.flysaa.com/manage-fly/before-flying/health/travel-restrictions
Q: Does SAA have Touchless Service?
A: Yes, we encourage customers to book Online (flysaa.com), use Mobile Check-in, Self-Check-in at the CUSS Machines situated at the airports and proceed to the Baggage Drop Off.
Q: What are the Check-in times for Domestic and International Flight?
A: Due to COVID-19-19 protocols SAA recommends that the customers arrive early at the airport:
- Domestic flight - 2 hours before departure time
- International – 3 hours before departure time
Q: What new cleaning processes have been put in place to ensure a safe environment for the staff and Customers?
A: We have regular cleaning slots and have adopted new hygienic protocols for safe working environment and regular disinfecting the surfaces
Q: How do you make sure that environment is clean at all airport?
A: Hand sanitiser dispensers have been installed throughout the terminal buildings. Airports Company South Africa provides regular deep cleaning and surface sanitizing of the airports.
Q: Does SAA comply with COVID-19 in the buses used for customers?
A: All the busses are cleaned and disinfected after every trip. This includes all surfaces and areas you are likely to touch, such as doors, hand-rails and seats. Busses are not allowed to carry more than 70% of their capacity
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Q: When will Awards Expire?
A: All awards have been extended until 31 March 2022. Miles have been re-instated for SA Airlink and SA Express awards.
Q: When will existing miles that are due expire?
A: At the moment, until 31 March 2022. Additional information will be provided to Voyager members to keep them informed.
Q: Until when will Tier statuses be valid?
A: Until 31 December 2022
Q: Until when will companion tickets be valid?
A: Valid until 31 March 2022. Additional information will be provided to Voyager members to keep them informed.
Q: Will Voyager members get Voyager miles when utilising a voucher?
A: Yes Voyager members will get Miles based on the airfare and carrier imposed fees, as long as the Voyager number is quoted in the reservation.
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Q: When will the Contact Centre for Reservations, Voyager and Cargo be active?
A: Our Customer Contact Centre based in South Africa is operational. Kindly contact us on +27 11 978 1111.
Q: Which sales channels are available?
A: Direct Channels (www.flysaa.com and the Customer Contact Centre) and Indirect Channels ( Travel Agents)
