South African Airways (SAA) has a clear cancellation policy that varies by fare type, booking channel, and timing. Below is a concise overview based on the latest information from their official website (flysaa.com) and other reliable sources:
24-Hour Risk-Free Cancellation:
- If you book directly through SAA’s website, app, or reservation service, you can cancel within 24 hours of purchase for a full refund, provided the flight departs at least 7 days (168 hours) later. This applies to all fare types, including promotional fares, for SAA-operated flights (083 ticket stock).
- Conditions: The booking must not include codeshare or interline flights operated by other airlines, and group bookings (10+ passengers) are subject to separate contracts. The 24-hour policy does not cover reward miles bookings or promotional/discount fares.
- Refunds are processed to the original payment method within 7–10 business days, with no cancellation fee.
After 24 Hours:
- Refundable Tickets: Can be canceled before departure for a full refund, minus a cancellation fee (typically $100-$400, depending on fare class, route, and timing). For example, Economy Flex fares are more flexible than Economy Saver.
- Non-Refundable Tickets: Only taxes and fees are refunded; the base fare is forfeited. Cancellation fees ($100-$400) apply, and promotional fares (e.g., JourneyBlitz) are typically non-refundable.
- No-Show Policy: Failing to cancel before departure results in total forfeiture of the ticket value, with no refund for fares or taxes.
- Partial Cancellations: For multi-segment itineraries, canceling one leg may require canceling the entire booking, subject to fare rules. Refunds for unused segments are calculated after travel completion.
- Cancellations must be made before the scheduled departure time of the first flight in the itinerary.
Special Circumstances:
- SAA-Canceled Flights: If SAA cancels your flight or significantly changes the schedule (e.g., 4+ hours), you’re entitled to a full refund (including non-refundable fares) or rebooking on the next available SAA flight without fees. For EU/UK departures, EC 261/2004 may provide up to €600 ($650) in compensation if the cancellation occurs with less than 14 days’ notice, unless caused by extraordinary circumstances (e.g., weather, strikes).
- Medical or Extenuating Circumstances: Refunds may be granted for serious illness, death of a passenger/close family member, or visa rejections (except for medical reasons on China routes), with proper documentation. Contact SAA’s customer service for review.
- Bankruptcy Context: SAA underwent business rescue in 2020 and emerged as a restructured entity. Refunds for pre-bankruptcy tickets may face challenges, as the new SAA is not fully liable for prior obligations. Customers are advised to file chargeback claims with credit card companies if refunds are delayed.
