The National Consumer Commission has referred FlySafair to the National Consumer Tribunal, citing unconscionable conduct in its flight overbooking practices. The move follows an investigation covering bookings from November 2024 to January 2025. More than 5,000 passengers were affected monthly during that period.
The commission says the airline violated multiple sections of the Consumer Protection Act, including section 47, which requires suppliers to refund consumers or provide equivalent services when they cannot deliver on agreed terms.
FlySafair maintains it has acted lawfully. Marketing chief Kirby Gordon stated that the facts will show the airline followed guidance from the Consumer Goods and Services Ombud advisory notes on overbooking.
The commission is seeking a penalty of up to 10 percent of the airline’s annual turnover. FlySafair offers affected passengers either a full refund or R1,000 in compensation when they are bumped from a flight.