FlySafair referred to tribunal over alleged overbooking of flights
The NCC's Phetho Ntaba says the investigation found that the airline may have contravened several sections of the Consumer Protection Act.
FlySafair has been referred to the National Consumer Tribunal over allegations of overbooking and overselling flights.
The National Consumer Commission says a probe was launched after growing complaints from passengers, including reports of travellers arriving at check-in only to be told there were no seats available because flights had been overbooked.
The NCC's Phetho Ntaba says the investigation found that the airline may have contravened several sections of the Consumer Protection Act.
"These provisions deal with prohibitions including overselling of services, unfair and unreasonable contract terms, inadequate disclosure of material risks, misleading representations, unconscionable conduct, failure to provide services on agreed terms, and failure to communicate information in plain language.”
FlySafair accused of overselling tickets to thousands of passengers
"The investigation assessed bookings made during November and December 2024, and January 2025, where the investigation revealed that the overbooking or overselling of flight tickets was systematically implemented by FlySafair. The investigation further revealed that overbooking averaged up to over 5000 passengers in the months assessed, earning the airline significant revenue that it would not have earned if it were not for this practice.
"The NCC has referred the matter to the Tribunal for adjudication and for the imposition of an administrative penalty of 10% of FlySafair’s annual turnover and to have FlySafair’s conduct declared prohibited."
Airline defends practices as standard industry procedure
In response, FlySafair says it welcomes the opportunity to present its case before the Tribunal. It says it believes its overbooking practices are lawful and consistent with global airline industry standards.
The airline says more than 99.98% of its passengers travelled as booked during the period under review.
It adds that all those who were denied boarding were offered alternative flights, refunds and/or compensation.
“FlySafair has fully cooperated with the Commission’s investigation over an extended period and has provided extensive operational data and information throughout the process.
“We will continue to engage constructively and transparently through the Tribunal proceedings. FlySafair will continue to operate all scheduled flights as normal and customer bookings remain unaffected.
“As the matter is now before the Tribunal, it would not be appropriate to litigate the detailed merits of the case through the media, and FlySafair will therefore refrain from further substantive public comment at this stage.”
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