FlySafair responds to NCC overbooking probe, calls for fairness

FlySafair

Cape Town – FlySafair has pledged to cooperate with the National Consumer Commission (NCC) following the announcement of an investigation into its overbooking practices.

The inquiry stems from a consumer complaint on social media about being denied a seat on a booked flight due to overbooking.

FlySafair defended the practice as a globally accepted industry standard to manage no-shows and maintain affordable ticket prices, claiming their overbooking policy is conservative and affects less than 1% of capacity.

“We do overbook flight to ensure we keep our tickets as affordable as possible for our passengers. We do see how inconvenient this can be and therefore offer compensation for passengers that were not able to take the flight they’ve booked,” the airline said on X.

The airline apologised to affected passengers and emphasised its commitment to transparency and fair compensation.

In response to this, the NCC released a statement on 8 January 2025, acknowledging concerns raised in the media.

The NCC said it is reviewing FlySafair’s compliance with the Consumer Protection Act, specifically provisions preventing overselling and unfair terms.

“The National Consumer Commission (NCC) has noted concerns in the media, including social media platforms, regarding allegations of FlySafair overbooking and/or overselling practices,” the NCC said.

It added: “The NCC will prioritise this investigation given the nature of the allegations. Consumers affected by this practice are urged to come forward and provide information that could assist the investigation.

“The NCC has established communication with the airline and required relevant information to kick-start the investigation.”

According to The Citizen, FlySafair’s chief marketing officer Kirby Gordon welcomed the investigation but stressed the importance of fairness, urging the NCC to consider the broader industry context, as overbooking is common among airlines.

“We welcome the opportunity to provide clarity on this issue and remain confident that our policies and practices are not only compliant with the CPA but also among the most transparent and consumer-focused in the industry,” the report quoted Gordon as saying.

FlySafair reaffirmed its compliance with the Consumer Protection Act (CPA) and vowed to provide all necessary information to ensure a balanced inquiry, the report said. 

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