SA Express

(SA Express / Twitter)

SA Express: What happens for passengers who had booked flights?

Been left in the lurch? Here’s what you need to know.

SA Express

(SA Express / Twitter)

All scheduled flights for state-owned airline SA Express have been grounded, as the South African Civil Aviation Authority (SACAA) suspended the air operator’s certificate.

Nine of their 21-strong fleet have been deemed unfit for flight. After foregoing vital safety upgrades on a number of planes, the top brass were left with little choice but to suspend the company from taking to the skies

But where does that leave its passengers? Some will have already undertaken one leg of their journey, whilst others are wondering what to do with now-invalid tickets.

Will SA Express refund their customers?

Yes they will. Matsietsi Mokholo is SA Express’ acting chief executive. He spoke to the media today and confirmed that all passengers are entitled to a refund.

“SA Express will‚ in line with the airline’s compensation policy‚ accommodate passengers on other airlines and refund tickets. The airline is working to ensure the least amount of inconvenience for all their customers.”

Will SA Express put me on a different flight?

Yes. They will be re-routing all of their passengers onto South African Airways (SAA) flights, as the state-owned entities are working together to get passengers home.

As outlined in Article 10 of the Conditions of Carriage charter, the airline is responsible for finding customers an alternative route home in this situation:

If we cancel a flight, fail to operate a flight reasonably according to the schedule, fail to stop at your destination or cause you to miss a connecting flight on which you hold a confirmed reservation, we shall, at your option, either:

  • Carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your ticket.
  • Or, within a reasonable period of time re-route you to the destination shown on your ticket by our own services or those of another carrier, or by other mutually agreed means and class of transportation without additional charge.
  • If the fare and charges for the revised routing are lower than what you have paid, we shall refund the difference.

How do I contact SA Express for a refund?

The company recommend getting in touch with them via the following channels:

Phone: 011 978 2355 / 011 978 5096 / 011 978 6384
Social media: Facebook and Twitter 
Website: – (This is where you can contact the relevant airport)