If you miss a South African Airways (SAA) flight, the airline’s policies, as outlined in their Conditions of Carriage, will apply. Below is an overview of what happens and your options when you miss a flight. Note that SAA operates primarily domestic and regional flights, with limited international routes, and policies may vary based on fare type and region.
No-Show Policy
If you miss your flight without notifying SAA in advance, it is considered a "no-show." This may result in the cancellation of subsequent flights in your itinerary, such as return or onward flights, and you may forfeit the ticket value, depending on the fare rules.
- Notification: To avoid no-show penalties, contact SAA before the flight departure via their Customer Service, website, mobile app, or airport counter. Early notification may help preserve the validity of remaining flight segments.
- Fees: No-show fees may apply for rebooking or refund requests, varying by fare type (e.g., Economy Saver, Economy Flex, Business). Non-refundable tickets typically lose their value if you miss the flight.
- Impact on Itinerary: Missing a flight may lead to the cancellation of all subsequent flights in the same booking, as SAA treats the itinerary as a single contract.
Rebooking Options
If you miss a flight due to reasons within your control, rebooking is possible, subject to availability and fare rules. Changes can be made via SAA’s Manage Booking portal, mobile app, Customer Service, or airport counter. Additional charges may include:
- No-Show Fee: A fee may be charged for missing the flight without prior notice, depending on the fare type and route.
- Change Fee: Economy Saver fares often do not allow changes, requiring a new ticket purchase. Economy Flex or Business fares may permit changes with a fee, subject to fare rules.
- Fare Difference: You must pay any difference between the original fare and the new flight’s fare. No refund is provided if the new fare is lower.
If you miss a connecting flight due to a delay caused by SAA, and both flights are on the same booking, the airline will rebook you on the next available flight at no additional cost. They may also provide meal vouchers, accommodation, or transport for significant delays, such as overnight stays, though customer reviews suggest inconsistent support. For separate bookings, SAA is not responsible for missed connections, and you may need to purchase a new ticket.
Compensation and Refunds
Refunds or compensation for missed flights depend on the fare type and circumstances:
- Non-Refundable Tickets: Economy Saver fares are typically non-refundable if you miss the flight, resulting in the loss of the ticket value, though taxes may be refundable.
- Refundable Tickets: Economy Flex or Business fares may be eligible for a refund if unused, subject to fare rules and an administration fee. Refunds are processed to the original payment method, typically within seven to twenty business days.
- 24-Hour Cancellation Rule: For bookings to or from the US, you can cancel within twenty-four hours of purchase for a full refund, regardless of fare type, if booked at least seven days before departure.
- Airline-Caused Delays: If you miss a flight due to a delay or cancellation caused by SAA, you are entitled to a refund of the unused ticket portion or rebooking without additional fees. For flights departing from or arriving in the EU, if you arrive more than three hours late due to an airline-caused delay, you may be entitled to compensation under EC 261/2004 regulations, ranging from two hundred fifty euros to six hundred euros, depending on flight distance. SAA has faced criticism for delayed refund processing, with some cases taking over one hundred days, as noted by the US Department of Transportation.
- Airport Taxes and Fees: If you miss a flight, you may request a refund for taxes and fees, subject to an administration fee, within a specified period.
- Consumer Protection in South Africa: Under South Africa’s Consumer Protection Act, passengers have some rights, but compensation for financial losses (e.g., missed connections or accommodations) is difficult to enforce unless covered by the Montreal Convention, requiring proof of financial harm.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Contact SAA immediately via their Customer Service, Manage Booking portal, mobile app, or airport counter to explore rebooking options or confirm travel on subsequent flights.
- Review your ticket’s fare rules on the SAA website to understand applicable fees and refund eligibility.
- If the missed flight was due to an airline-caused delay, request rebooking, compensation, or a refund through SAA’s customer service or website.
- For tickets purchased through a travel agent, contact the agent directly for changes or refunds, as SAA requires verification for third-party bookings.
- Submit refund or compensation claims promptly, providing booking details and supporting documents. Be aware that SAA’s refund process has been criticized for delays, especially post-bankruptcy.
Additional Information
For flights departing from or arriving in the EU, if you miss a connecting flight due to an airline-caused delay and arrive at your destination three hours or more late, you may be entitled to compensation under EC 261/2004 regulations, provided the delay was within SAA’s control. Compensation is not provided for delays or cancellations due to extraordinary circumstances, such as weather or air traffic control issues. SAA recommends arriving early at the airport due to COVID-19 protocols, such as temperature screenings and mandatory mask-wearing, to avoid missing flights. Customer reviews on platforms like Trustpilot and Skytrax highlight challenges with SAA’s customer service, including delayed refunds and poor communication during disruptions, which may affect missed flight resolutions. For the most accurate and up-to-date information, visit the SAA website or contact their Customer Service.
