By Mapaballo Borotho
- FlySafair is facing allegations of systematically overbooking and overselling flight tickets, leaving some passengers without seats despite holding confirmed bookings.
- The National Consumer Commission says the practice may violate several sections of South Africa’s Consumer Protection Act following multiple complaints from affected consumers.
- An investigation found that more than 5,000 passengers may have been impacted between November 2024 and January 2025, generating significant revenue for the airline.
FlySafair is being accused of overbooking and overselling flight tickets, leaving many passengers in a limbo.
This comes after one consumer reportedly purchased a FlySafair flight ticket and, upon arrival at check-in, was informed that no seat was available because the flight had been overbooked.
The National Consumer Commission (NCC) has criticised this act, citing that it is a violation of consumer rights.
The NCC further noted several consumer complaints alleging they had experienced the same issue with the airline.
In response, the airline acknowledged that overbooking is part of its business practices.
NCC spokesperson Pheto Ntaba said this conduct contravenes sections 47, 48(1), 49(1), 22(1), 40(1), 41(1), and 19(2) of the Consumer Protection Act (CPA).
“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,” said Ntaba.
The NCC’s investigation assessed bookings made during November and December 2024, as well as January 2025. The investigation revealed that the overbooking or overselling of flight tickets was systematically implemented by FlySafair.
The investigation further revealed that overbooking affected more than 5,000 passengers during the months assessed, earning the airline significant revenue that it would not have earned if it were not for this practice.
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