Flights - Frequently Asked Questions

How do I make an online booking?
  1. Enter where you are flying from.
  2. Enter where you are flying to.
  3. Enter your departure date.
  4. Check whether you want a return trip or one way.
  5. Enter your return date.
  6. Enter how many passengers are travelling; it is normally defaulted to 1 adult.
  7. You can choose to specify a particular airline if applicable.
  8. Click the search button.
  9. After a few seconds you will be presented with a page of results (the cheapest fares from each of the airlines that fly to your destination).
  10. Select the flights that you would like and proceed to the payment page where you can confirm your choice and enter your credit card details.
How do I know that my booking is confirmed?
Your booking can only be confirmed once your credit card transaction has been processed. You will receive a 'booking confirmation' e-mail.  This contains:
  1. Your booking reference number;
  2. Your airline booking reference number ;
  3. Your flight details;
  4. Your payment details.
When your ticket has been issued you may receive a "Ticket Confirmation" email. This contains:
  1. The information if a paper ticket or E-ticket has been issued;
  2. The ticket number in case it is an E-ticket;
  3. A link where you can access your booking online at any time.
What is the difference between a direct flight, a non-stop flight and a flight with a connection?
Many people think non-stop and direct flights are interchangeable terms, but there are differences between the two. A non-stop flight does as its name suggests: flies from one airport to another without stopping.

A direct flight, on the other hand, makes (so called technical) stops along the way.

Often, passengers travelling on direct flights make a stop at a midpoint airport and remain seated on the plane while some passengers exit and others board. An itinerary with connecting flights requires passengers to change planes at a midpoint airport, which may be in a different terminal or on a different airline.
Will I have enough connection time between my flights?
The minimum connecting time is the standard amount of time needed to make a connecting flight at a particular airport. This standard is determined by the air traffic conferences and varies according to the airport and the airline.

In the event that your flight is delayed, causing you to miss your connecting flight, it is the airlines responsibility to rebook you on the next available flight. Should there not be other flights that day the airline should offer you accommodation. Meals and transport should also be offered by the airline if the waiting period is too long.
Can I book a flight with an outbound departure from another country than the one I am presently situated in?
Yes you can, but paper tickets are not generally sent outside of South Africa.
How do I travel with an infant and/or request a baby basket?
Children under the age of 2 do not get their own seat. They have to sit on an adult's lap. Most airlines offer baby baskets but once again this would need to be requested for long haul flights from the airline.
How do I know if the airline has made schedule changes on my booking?
The airlines have the right to reschedule their flights if necessary. They will try their best to inform you of a schedule change on your reservation, but at times it is impossible to reach everybody especially at your destination. Please note that it is ultimately your responsibility to reconfirm your flights prior to departure, by either calling the airline directly or logging onto their website to check if your flight itinerary has been changed.
How do I request a wheelchair?
You will need to contact the airline directly to request a wheelchair.

You will need to provide them with the following information: which passengers will be in need of wheelchair assistance, their age, if they can walk short distances, climb step and help themselves on board or if they are wheelchair-bound on a permanent basis.
Why do I need to present my Credit Card for some flights?
Some airlines request to see the credit card at check-in in order to avoid possible fraud. If a third person has paid for your flight it will be sufficient to bring a copy of the credit card as well as a copy of the credit card holder's ID.
How do I pay for my booking?
Most credit cards are accepted. You need to enter your credit card details on the secure website payment page when making your booking in order to process your payment and confirm your booking.

Other airlines also offer EFT as a payment method but you have to make the transfer within a specified amount of hours.
When do I pay for my booking?
Your payment should be made immediately unless you have selected the EFT method which gives you a few hours to make payment.
I'm having problems paying for my booking?
If you are have trouble making the payment, double check that you have typed in all digits (usually 16 digits), expiry date and 3 digits on back of card correctly.

If all information is correctly entered and you are still experiencing difficulties, please contact your bank to make sure that the complications are not initiated on their side for example because you might have a limit for large amounts.
Is it safe to make the payment online?
Yes. Absolutely! Nothing is more important than the privacy and integrity of your personal information. Most websites are protected and show a security certificate on secure pages of the site.
Can I pay with two different credit cards?
Yes, if you have more than one passenger and would like to pay for each ticket separately. So you could pay one ticket with one card and the other ticket with another card. It is, however, not possible to pay one ticket partially with two different credit cards.
How do I check that my payment has been received?
You will receive a receipt of payment as soon as payment is received.
Do I have to pay taxes on my tickets? Are local taxes added after my ticket has been issued?
Airport departure taxes are included in the prices you see on the website. However, in certain Countries (like Thailand for example), a local departure tax is payable directly at the Airport on day of departure, in local currency. Prior to ticket issue, taxes can fluctuate due to currency conversions, which may alter the total amount due for the booking.   Airlines reserve the right to re-price your booking at the correct amount on day of ticket issue.
Is VAT included in the ticket price?
VAT is only charged for Domestic air travel and not for International air travel and is included in all our airfare quotations and confirmations.
When and how will I receive my ticket?
If you have booked an e-ticket, it will be emailed to you shortly after your payment has been received. In the unlikely event that your ticket is a paper ticket, it will be sent to you by registered mail to the address in the booking within a couple of days after your payment has been received. Paper tickets are not forwarded to addresses outside South Africa.
What is an E-ticket?
Electronic ticket or 'e-ticket' is a paperless ticketing system whereby the ticket is held in the airline's database. Therefore you do not receive the actual ticket via email but only the information you need at check-in. E-tickets cannot be lost or be used by anyone else, so they are safer than standard paper tickets.
Can I choose between an E-ticket or Paper ticket?
No. Most tickets are issued as an e-ticket. It is very unlikely that you will receive a paper ticket. It will depend on the airline and/or destination if a paper or E-ticket is issued.
Will I receive a ticket from Low Cost Carriers?
Most low cost carriers send out tickets but will email you a booking confirmation, which you will use to check-in with instead.
Can I change the dates on my ticket?
Unfortunately there is no simple answer to this question - the rules vary between airlines and different rules pertain to each airfare and booking class.
Can I travel on one flight leg and cancel the other?
You may choose to fly on your outbound flight and not use your return flight. However, this does not apply the other way around. If you don't check in for one of your flights, the airline will cancel all the remaining parts of the ticket, which will become useless. Please note that you will not get any money refunded for any parts of the ticket not used.
Can I change departure or destination city on my booking / ticket?
No, it is unfortunately not possible to change departure or destination cities on your booking.
Can I change the passenger name on my ticket?
Most airlines do not accept name changes after the ticket has been issued. It is sometimes possible to correct a few letters on a ticket against a fee, if the name has been misspelled.
Can I correct the spelling of my name on the ticket?
In most cases, the airline will permit this and reissue the ticket at a fee should the spelling mistake be no more than 3 letters in the name.
How do I cancel my booking?
When booking your ticket you may be able to purchase a Cancellation and Refund Policy. If this policy is purchased your may be eligible for a part or full refund on your ticket. If such a policy is not purchased your ticket is non-refundable.
Why should I purchase a Cancellation and Refund Policy?
The Cancellation and Refund policy will cover you for at least a partial refund of your booking whatever the reason for cancelling, allowing you to redeem a portion of your ticket when doing so or the entire ticket value when cancelling for medical reasons that require hospitalisation or in the unfortunate incident of a death in the family.
What is an SMS Service and why should I purchase it?
You can purchase an SMS Alert that once your booking is confirmed will notify you via SMS of all your booking details.  This means: No more last minute panicking or rummaging around in your bag at check-in for scraps of paper with reference numbers. The service includes only one SMS as all other communication is sent via email.
How do I book special baggage, for example sporting equipment?
This will need to be checked with the airline to see if your baggage can be accepted on your flight. The airline may charge a fee for your special baggage, which is to be paid directly to the airline at check in.
Are meals included and how do I book a special meal?
Most airlines offer meals on board long haul flights (flights with duration of more than 6 hours) as part of the flight. Only a few airlines offer menus and charge for their meals on board especially on short haul flights or domestic / regional flights. Sometimes a light snack is served and if not, you will be able to purchase food on board. If you are travelling on a long-haul flight and would like to request a special meal you will need to request this directly with the airline.

Please note that a special meal needs to be requested at least 72 hours prior to departure.
How do I make a seat request?
On short haul flights (domestic / regional) it is not possible to reserve seats in advance, all seating is done at check in. If you are flying on a long haul flight (flights with duration of more than 6 hours) and would like to add a seat request, you will need to request this directly with the airline you are flying with.

Please note that seat requests cannot be guaranteed and some airlines do not allow pre-seating at all. Most airlines reserve their exit row seats for their Gold members or make them available only at check in. Bulk seats behind a divider are usually reserved for parents travelling with infants as baby baskets can be attached to the wall. Remaining seats can be requested directly at check-in.
What must I do if I want to bring my pet (cat or dog)?
You will need to book your pet directly with the airline you are travelling with.
How do I go about getting visa information?
You will need to contact the embassies of the countries in your itinerary to find out which travel documents are needed. It is recommend that you do so before you make your booking as some countries require you to apply for a visa at the embassy in person.
When do I check in and at which terminal?
The Airlines recommend the following standard check-in times:
  • Domestic flights: 1 hour prior to departure
  • International flights: 2 hours prior to departure
  • Flights to and from USA: 3 hours prior to departure is recommended
To find out which Terminal you depart from and arrive in, please refer to the website address on your E-ticket confirmation.
How much luggage can I take with me?
The rules vary between airlines and it also depends on the destination you are travelling to. General rules allow you to check in 20 kg per passenger unless you are travelling to the United States, where the airlines permit 2 bags per person with a maximum weight of 23 kg per bag. Additionally you can take hand luggage / carry on baggage into the cabin. The rules also vary between 6 to 8 kg and depend on the airline.

Please note that some airlines don't have a baggage allowance as part of the airfare and charge all luggage additionally per kilogram. The best way to check what applies for your travel is to visit the website of the airline you are travelling with.
What am I not allowed to bring on board?
New security measures have been released concerning articles prohibited in the cabin and the transportation of liquids. These new regulations apply, regardless of destination, to all flights departing from or with transfer via any of the 27 countries in the European Union.

No cutting tool, metallic or non-metallic, or anything that can be used as a weapon, can be brought into the cabin. These objects will be removed when your luggage is inspected. Any object that has been removed is subject to destruction. When in doubt, please place these objects in your checked luggage.

We strongly advise you to place all liquids in your checked baggage prior to departure. The following are considered as liquids: gels, semi-solid materials, lotions and the contents of pressurized containers such as: toothpaste, hair gel, drinks, soups, syrups, perfumes, shaving foam, aerosols and all other articles of similar consistency. Please note that you are only permitted to take a maximum of 100ml per item with you in your hand luggage not exceeding one litre in total. The containers need to be packed in a reseal able plastic bag (for example a sandwich bag). If you left it to last minute, most shops at the airport sell them as well.
Will my luggage be checked through even though I have a transfer to my final destination?
If you are travelling with the same airline the entire journey, your luggage is most likely to be checked through to your final destination. However, in some countries you need to re-check your luggage at the first stop in that country, for example in the United States, Thailand and South Africa. If your journey includes different airlines, please ask at check-in if it is possible to through-check your luggage to the final destination. If you travel on two tickets in order to get to your final destination, please advise the check-in staff accordingly to find out if your luggage will be checked through.
Do I need a passport and visa for my trip?
Yes, you will need a passport if you are travelling abroad. Your passport must be valid for at least 6 months after your return and some countries (like South Africa) require that you have at least one blank page in your passport.

As visa regulations differ from country to country, please call the respective Embassy directly. Please note that you might need a transit visa for certain countries or if you transit for longer than 8 hours
How do I find out if there are any Health Requirements?
As Health Requirements differ from country to country, please call the respective Embassy or contact your doctor.
Do I need to reconfirm my flights with the airline and how do I do this?
Only a few airlines still require this to be done but as a safety measure, it is strongly recommend that you call the Airline directly at least 72 hours prior to departure to reconfirm your flight and ensure that no changes were made to your itinerary - especially for your return flight as the airlines struggle to reach their passengers when they are at their destination.

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