South African Airways Operations Update during COVID-19

South African Airways (SAA) advises all customers that the global lockdown as a result of the COVID-19 pandemic and our suspension of services has given us the opportunity to concentrate on moving forward our much publicised business rescue process. Amongst other benefits this process aims to produce a right sized, customer centric airline; designed to be lean, technology savvy, digitally native and agile to service all market segments. Much progress has been made and we endeavour to return to the skies soon. As the world continues to intensify research efforts to find a cure for the virus, economic activity needs to be resumed. South Africa enters level one of the lockdown from 01 October 2020. #SouthAfricaisTravelReady

Although trans-national commercial air travel is permissible under lockdown level one, it is however conditional as many countries battle with fluctuating infection rates. For now this has necessitated that all SAA operated flights (regional and international) continue to be suspended until end October 2020.

Although South Africa is travel ready, demand for domestic air travel has been significantly reduced, therefore to avoid over-capacity and to ensure commercial viability SAA has taken the decision to only operate our marketing (SA) flight numbers. We regret that SAA operated domestic flights remain cancelled until end October 2020. We are delighted that the South African Airways code (SA) is available for booking on the domestic route network as our subsidiary low cost carrier Mango continues to operate in level one of lockdown. 

These flights are available for booking on our website or through your travel agent. An unused SAA ticket or recently issued Credit Voucher can be used as payment towards this reservation. This can be done through your Travel Agent or by contacting us through our email support channel. Terms and Conditions apply.

You may view the South African Risk Adjusted Strategy by clicking here. 

SAA regrets any inconvenience to our customers as a result of the COVID-19 pandemic and we encourage all customers to visit our website, www.flysaa.com, for further updates.

SAA apologies for the inconvenience caused as a result of the suspension of its flights. We trust that our customers and stakeholders will appreciate that these decisions are meant for the international benefit.

General Enquiries:

Website: www.flysaa.com

Twitter (Primary): @flysaa – https://twitter.com/flysaa

Twitter (Customer Service): @flysaa_care – https://twitter.com/flysaa_care

Facebook: www.facebook.com/flysaa

Who does it Apply to ?

Applicable to all tickets issued on/before 25 March 2020 and new tickets issued up to 31 October  2020.

This Travel Advisory is applicable to South African Airways operated flights, SAA/Mango codeshare (SA2000 flight range) and SA marketing (SA7000 flight range)

This Travel Advisory is also applicable to SA Express (SA1000 flight range) and Airlink (SA8000 flight range) flights that form part of an itinerary that contains a SAA operated flight

Affected International Flights between:

Johannesburg and Washington DC

Johannesburg and New York

Johannesburg and Perth

Johannesburg and London

Johannesburg and Munich

Accra and Washington DC

Affected Regional Flights between:

Johannesburg and Accra

Johannesburg and Lusaka

Johannesburg and Harare

Johannesburg and Victoria Falls

Johannesburg and Windhoek

Johannesburg and Lagos

Johannesburg and Entebbe

Johannesburg and Mauritius

Johannesburg and Nairobi

Johannesburg and Maputo

Johannesburg and Blantyre

Johannesburg and Lilongwe

Johannesburg and Dar-es-salaam

Johannesburg and Kinshasa

Johannesburg and Livingstone

Affected Domestic Flights between:

Johannesburg and Cape Town

Important Note: Flights between Johannesburg and Sao Paulo are excluded from this policy

By when should I rebook?

Original ticket FARE rules would not apply

Customers would be able to use the value of their original ticket purchase as a credit towards the purchase of a new ticket on South African Airways operated and marketing flights

Rebookings must be done and tickets reissued by 25 March 2025/2026

Do I need to pay any additional costs?

Customers would be able to use the value of their original ticket purchase as a credit towards the purchase of a new ticket on South African Airways operated and marketing flights

Should the value of the new ticket purchase be higher than the credit amount, you would be liable for the difference

Should the value of the new ticket purchase be lower than the credit amount, the difference would be given back to you on a voucher to be used towards another ticket purchase

Am I allowed a refund?

Customers would be able to use the value of their original ticket purchase as a credit towards the purchase of a new ticket on a South African Airways operated and/or marketing flight

Previous No-show passengers are only eligible for this waiver if the no show fee of the original ticket is applied at time of new ticket purchase

FARE and Carrier Imposed Fees are not permitted for refund

Note:

This procedure over-rides our standard Conditions of Carriage pertaining to Refunds and Ticket Validity

The updated policy applies across SAA’s route network, including domestic, regional and international flights

To demonstrate our care, the policy provides for changes for a period that extends beyond the industry norm (where ordinarily tickets are valid for 6 months only for domestic travel and 12 months only for international travel). This time, the tickets are valid until 2025/2026

If you have made a reservation directly with South African Airways, you have the option to apply for a credit voucher that can be used towards a future purchase on SAA

Please click here to apply

Holding a ticket for a route operated by Airlink

If you have purchased a ticket on or after 06 December 2019 on a route that is operated by Airlink, please read more.

For tickets purchased prior to 06 December 2019 where Airlink was the operating carrier, follow the SAA Flight Suspension Policy.

Travel Restrictions

In light of the Coronavirus pandemic, a number of countries have imposed travel restrictions. You may view information relating to the travel restrictions by accessing the below websites

https://www.iatatravelcentre.com/

To view the Travel Advisory and updates issued by the South African Department of International Relations and Cooperation

please click here

Voyager Conditions

This waiver is applicable to all Voyager Awards including Companion Tickets

Change of routing will be permitted for Voyager tickets booked in I and X classes subject to the new route being in the same award region

Change of routing on Companion Tickets will be permitted subject to the required revenue ticket being on the same route

Who do I contact to make changes?

Customers who have booked through a travel agent should contact their travel agent directly.

If you have booked your ticket directly with SAA we regret that our Contact Centres have had to temporary close for calls. Please contact us through our email channel:

ReservationsJNB@flysaa.com