FlySafair Under Investigation for Overbooking Practices
South Africa’s National Consumer Commission (NCC) has launched an investigation into FlySafair over allegations of overbooking and overselling. The probe follows public criticism on social media after the airline admitted to overbooking flights, prompting frustration among passengers who were denied boarding despite having paid for their tickets.
The investigation was spurred by a consumer complaint that gained widespread attention online. Acting commissioner Hardin Ratshisusu has called on affected passengers to provide additional information to aid the inquiry. On January 5, FlySafair responded to the backlash by acknowledging its overbooking policy, stating it helps maintain affordable ticket prices. “We understand the importance of passengers reaching their destination on time, but overbooking helps us keep costs low. We offer compensation to passengers unable to board their booked flight,” the airline said in a statement. This admission sparked outrage, with many criticizing the practice as unfair and inconvenient.
The NCC aims to determine whether FlySafair’s policies comply with South Africa’s Consumer Protection Act (CPA). Key areas of focus include overselling, misleading marketing, unfair contract terms, and the delivery of services promised to consumers. The Commission is assessing whether FlySafair’s practices infringe on consumer rights and if their policies align with legal requirements.
In a formal statement, FlySafair defended its approach, emphasizing its commitment to transparency and consumer-focused practices. The airline maintained that overbooking is a standard industry practice designed to mitigate no-shows and keep air travel accessible. FlySafair stated it limits overbooking to 1% of a flight’s capacity, equating to roughly two seats per flight. Over the past 10 months, only 0.0006% of its customers were reportedly affected by overbooking.
FlySafair expressed confidence in the legality of its policies while calling for a fair investigation that considers the broader industry context. “Overbooking is not unique to FlySafair. It is an operational tool used by airlines worldwide to manage seat availability effectively,” the airline noted. Despite this, the airline has apologized to passengers inconvenienced by the practice and promised to cooperate fully with the NCC’s inquiry.
The investigation comes at a time when consumer advocacy is growing, with more passengers voicing dissatisfaction over perceived unfair airline practices. The NCC’s findings could have significant implications for FlySafair and potentially set a precedent for airline operations in South Africa. Meanwhile, the airline continues to rehttps://airguide.info/?s=FlySafairassure customers that it remains committed to improving service quality and upholding consumer trust.
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Sources: AirGuide Business airguide.info, bing.com, ch-aviation.com