Passengers of South African Airways who have faced a delayed or cancelled flight have a legal right to compensation. According to EU Regulation 261/2004, an airline is obliged to compensate passengers in case of a significant disruption. Here, we’ll examine your rights and the actions you should follow to get the compensation you are entitled to from the airline.
South African Airways Flight Delay or Cancellation Compensation
Before claiming the South African Airways compensation, you should be aware of the conditions and the amount of compensation you may expect to get in the event of flight cancellation or delay.
South African Airways Compensation for Flight Delay
According to UK and EU laws, passengers may be entitled to up to €600 in compensation per person if their flight arrives late. It’s crucial to note that this flight delay compensation is based on the flight’s arrival time, not the departure time, so the key to your claim hinges on the actual time you land at your destination airport.
Let’s take a look at how much compensation you may receive if your flight is delayed. The amount of compensation is determined by several factors, such as the duration of the delay and the route length of your flight:
| Less than 3 hours | Between 3-4 hours | Over 4 hours | Distance |
| €0 | €250 | €250 | All flights up to 1500 km |
| €0 | €400 | €400 | All flights between 1500 km and 3500 km |
| €0 | €400 | €400 | All intra-EU flights over 3500 km |
| €0 | €300 | €600 | All non-EU flights over 3500 km |
Keep in mind you may not receive compensation for every flight delay. South African Airways is not obliged to compensate passengers when extraordinary circumstances outside their control happen. This covers bad weather, problems at the airport, or a strike by air traffic controllers. In these cases, you will usually not be compensated as it is not the airline’s fault.
South African Airways Compensation for Flight Cancellation
European Union Regulation 261/2004 states that airlines must inform passengers of cancellations at least 14 days before the scheduled flight. If the airline doesn’t provide timely notification, you could qualify for flight cancellation compensation ranging from €250 to €600 per passenger, based on the flight distance. Nonetheless, if the airline provides you with an alternate flight, it may avoid paying compensation for the cancelled flight if the following conditions are met:
| Advance Notice | Re-routing Requirements |
| 14 Days | None |
| 7 – 13 Days | Alternative flight departing no more than 2 hours before and arriving less than 4 hours after the original flight |
| Less than 7 Days | Alternative flight departing no more than 1 hour before and arriving less than 2 hours after the original flight |
Even when accepting another flight, passengers retain their claim for compensation if they still experience significant delays at their final destination. The compensation amount is calculated according to two factors: the flight distance and the length of the delay, in line with the table below:
| Under 2 hours | 2-3 hours | 3-4 hours | Over 4 hours | Never arrived | Distance |
| €125 | €250 | €250 | €250 | €250 | All flights 1,500 km or less |
| €200 | €200 | €400 | €400 | €400 | Internal EU flights over 1,500 km |
| €200 | €200 | €400 | €400 | €400 | Non-internal EU flights 1,500 km- 3,500 km |
| €300 | €300 | €300 | €600 | €600 | Non-internal EU flights over 3,500 km |
South African Airways doesn’t have to compensate you if they offer an alternative flight that departs and arrives near the same time as your original flight. Also, you usually won’t receive compensation if the flight is cancelled due to circumstances beyond the airline’s control, such as bad weather or when airline workers go on strike.
Are South African Airways Flights Covered By EU 261/2004?
EU 261 applies to all flights departing from EU airports. This regulation also extends to flights arriving in the EU if the airline is based in the EU. This includes airlines from European Union member states as well as Iceland, Norway, and Switzerland.
Nevertheless, South African Airways isn’t a European airline. Therefore, they don’t have to pay you compensation if their flights operate outside of Europe. This applies even to their flights to Europe if they start outside the EU.
| Itinerary | Covered by EU 261 |
| Flights departing from EU airports | ✔️ Yes |
| Flights arriving at EU airports | ❌ No |
How to Claim Compensation from South African Airways
If your travel plans have been affected by a flight delay or cancellation with South African Airways, it’s essential to be aware that you might be entitled to compensation under EU laws. For this reason, it’s essential to familiarize yourself with the process of claiming compensation. Here’s what you need to do:
- Fill in our form. You’ll need to provide details including your flight number, date, and the issue you encountered.
- Let our experts help you. Once you submit the form, our team will take over. We understand the EU laws thoroughly and will do our best to secure your compensation. You are only charged if we win your case.
These steps will help you file your claim quickly and improve your chances of getting the compensation you’re entitled to. There may be plenty of time after your flight to submit a claim, but it’s best to file it as soon as you can while you still remember all the details.
What You Can Get Besides EU Flight Compensation
South African Airways goes the extra mile to help passengers during travel disruptions by offering services that complement flight compensation.
Right to Care
When flight disruptions happen, South African Airways is committed to ensuring passenger comfort through the Right to Care provision. The right, established under EU Regulation 261/2004, kicks in when flight delays exceed two hours. The services provided include:
- Meals and Refreshments: Passengers are provided with meals and beverages appropriate to the length of delay. This may include vouchers for airport restaurants or direct distribution of snacks and drinks.
- Communication: South African Airways offers two free phone calls, emails, or fax messages to keep passengers connected with family or business contacts.
- Accommodation: If the delay extends for the night or requires an additional stay, South African Airways arranges hotel room accommodation. This includes transportation to and from the airport and the hotel.
- Special Assistance: Extra care is given to passengers with reduced mobility or special needs.
To access these services, you can simply approach airport staff at the airport for instant assistance.
Rebooking and Refunds
When South African Airways cancels a flight, passengers can choose to get a full refund or rebook on a different flight. This option is essential for minimizing travel inconveniences and helping passengers to handle unforeseen circumstances effectively.
- Full Refund: if you request a refund, you can get full reimbursement for the parts of your trip that you didn’t use, including any tickets you only partly used. Also, if the cancellation means your trip no longer serves its original purpose, you may get a flight back to where you first started at the earliest chance.
- Rebooking: if you choose to continue your trip, South African Airways shall provide rebooking on the next available flight to your destination. You also have the option to choose an alternative route if there are seats available. If the next available flight is scheduled for the following day or later, South African Airways will arrange accommodation and transfers as needed. Additionally, you have the right to be rebooked, even in a higher class, at no additional cost to you if that’s the only available option.
It’s essential to keep in mind some additional considerations. If you’re rebooked on a lower class than originally booked, you’re entitled to a partial refund of the cost difference. Furthermore, if your booking includes connecting flights, South African Airways shall help in rebooking your entire journey, not just the cancelled segment.
Whether opting for a refund or arranging a new flight, the procedures are designed to make this process as smooth as possible, understanding the stress and inconvenience caused by cancellations.