COVID-19 Travel Regulations and Documents
Click on the links below to open/download the relevant documents: (click here to jump to Quarantine information)
COVID-19 Regulation Changes for South Africa as of 28 December 2020
Following the announcement of further Covid-19 regulation changes in South Africa on 28 December 2020, FlyCemAir confirms the following:
- We will continue to serve all destinations. Your flight may change but it will operate.
- Morning flight departures will not be before 8am to accommodate traveling time and check in formalities.
- All flights will arrive no later than 8pm due to curfew restrictions.
- Other scheduling changes may be required as a result of these changes.
- Serving of alcoholic beverages on board is suspended due to Regulation.
- Please monitor this website and social media pages for updates.
- Our call centre staff are available to assist with any queries on 0861 236247
South Africa - Domestic Travel - Before your flight, you will need:
Now that we are again able to travel, please note the special requirements for flying under level 2. To enter to the airport terminal, you will have to pass a temperature screening, and you will also need the following 4 items with you:
- Face Masks: Face masks have to be worn to enter the airport building.
- Boarding Pass: Boarding passes issued through the online check-in process can be printed at home and presented at the security checkpoint, or displayed on your smartphone at security. Alternatively check in at our check-in counters.>|
- Identification Document: Each passenger must have a valid form of ID like an ID Book, South African Driver's Licence or Passport.
Children must have a Birth Certificate or a certified copy of a Birth Certificate no older than 3 months. This does not need to be an Unabridged Birth Certificate.
PLEASE NOTE: Digital copies of any form of identification will not be accepted, as per SACAA regulations.
Failure to present identification for each passenger, adults, minors and infants, as per above, will result in you being denied boarding.
South Africa - Inbound (Returning to South Africa)
South African borders are open to Africa. The only requirement is:
- PCR test no older than 72 hours before departure
- Download of South African COVID App
South Africa - Outbound (Leaving South Africa)
Outbound travel regulations
How to apply to leave South Africa
Note the requirement for "proof of admissibility". Please email to email@example.com in English 72 hours before departure
For international passengers departing from Johannesburg, please proceed to the International Departures hall in Terminal A for check
Exit Screening Questionaire - to be completed by each passenger, and handed for inspection to the Health Inspector upon entering the airport terminal
Regulations applicable to outbound destination countries:
TRAVEL IS ONLY ALLOWED FOR ESSENTIAL WORKERS IN THE OIL AND GAS AND MINING INDUSTRY
Note that MINSA Approval is still required for essential workers entering Angola. Please see attached the MINSA AECIPA and ACEPA COVID-19 Protocol for Angola.
Further information from MINSA:
Following the "Comunicado Conjunto dos Ministérios da Saúde, Interior e Transportes", regarding flight suspensions for passengers originating from South Africa, Australia, Nigeria and the United Kingdom, MINSA has put forward the following guidelines to further mitigate or eliminate the possibility of the spread of the new COVID-19 strain in our country and industry:
- As per Commissão Interministerial press release, no flights from those four countries are to be allowed in the country, unless specifically approved by MINSA, after the rightful protocol via AECIPA and ACEPA has been completed. Previous pre-travel protocols are to be kept, such as the 72 hours negative pre-flight test;
- Once arrived in the country, passengers will have to undergo 14 days quarantine in a designated place, which needs to be previously approved by MINSA. These places cannot be the same as those currently used. Companies need to indicate a designated place for the new quarantine, without mixing travellers or employees, from other countries nor from previous rotations;
- Upon completion of quarantine, passengers will need to take a RT-PCR test for clearance;
- MINSA must be notified in advance of the inbound passengers travelling on charters or commercial flights (no validation requested from MINSA but information to be given ahead of time to inform the airport services);
- A work group has been put together to develop a protocol to efficiently communicate with MINSA all inbound passengers from the above-mentioned countries.
Once you have made your booking, please send the MINSA approval to: firstname.lastname@example.org
In addition, for International air trips, for passengers, it is mandatory to have the Molecular RT-PCR, SARS-COV-2, basic pre test no older than 72 hours before departure. Such tests, must be performed by entities certified by health authorities from departure point (country of origin).
For passengers departing from Luanda, please check in at BEST fly/Heli-Malongo Terminal
Democratic Republic of Congo (Lubumbashi)
The following are the requirements for travel to DRC (Lubumbashi) from South Africa:
- Valid work permit/visa
- You do not need approval from South Africa to leave, however you have to register and ensure you have the correct documentation that will be checked by immigration.
- A COVID-19 negative test certificate is mandatory for boarding. Test certificate should not be older than 72 hours prior to the flight departure date.
- Once you have all the documentation, please email a copy of your passport, work permit / visa and the letter of admissibility to email@example.com in English 72 hours before departure
For departure from the DRC, you must have a valid COVID-19 negative test certificate not older than 72 hours, from the Le Grand Labo. (No other laboratory will be accepted)
The following are the requirements for travel to Ghana from South Africa:
- Passengers inbound to Ghana must have a PCR test from accredited lab in departure country taken within 72 hrs prior to scheduled departure time.
- Either electronic or hard copy results will be acceptable for this test
- Passengers arriving in Ghana will be given rapid antigen test on arrival in Accra - cost is US$150 to be paid by passenger directly - results in 30 mins.
Guidelines for International Flight Operations on COVID-19 Safety at the Kotoka International Airport
The following are the requirements for travel to Kenya from South Africa:
- COVID-19 free certificate is mandatory for boarding. Test certificate should be done latest 72 Hours to the flight departure date
- Guests are required to arrange for their own COVID-19 tests
- Flight to Nairobi is open to all provided you have all the necessary documents to enter Kenya. Connecting Passengers MUST hold an onward ticket and MUST be eligible to enter their destinations
- A copy of COVID-19 medical results is required at the check in counter and the results must be negative
- Please ensure you travel with the COVID-19 Test Certificate and Declaration documents, you will require them on arrival in Nairobi
- Passengers may be subjected to the 14-28 days mandatory quarantine period imposed by the Government at their own cost in line with the Ministry of Health guidelines
The following are the requirements for travel to Nigeria from South Africa:
- Book ticket
- Pay for the ticket
- Obtain a letter from your company in Nigeria to say that you are coming back to Nigeria to resume work
- Email South African Department of Home Affairs with the required info to advise you are leaving SA to resume work in Nigeria
- Have COVID-19 test done and obtain negative result, not older than 4 days and preferably within 72 hours of boarding
- Have the following documents with you when leaving South Africa and on hand when you arrive in Nigeria:
- Valid Green Card or Visa (STR or Business)
- Copy of email sent to DHA advising them that you are leaving SA to resume work in Nigeria
- Self-Isolation not Quarantine as per attached
- Familiarise yourself with the contents of the document below and complete as required:
PTF COVID19 Provisional Quarantine Protocol 28082020 Air Travel SA
The following are the requirements for travel to Sudan from South Africa:
- You must have a valid COVID-19 negative test certificate not older than 72 hours.
- You must be the holder of a valid Work Permit or Visa.
Tanzania (Dar Es Salaam)
All travellers arriving in Tanzania, or simply in transit, must have a valid Yellow Fever Certificate.
Please see below contact details for the Letter of admissibility for Dar Es Salaam. Kindly note if a passenger is travelling to any other country from Dar Es Salaam, they would need a letter from that countries Embassy stating they will travel to XXXXX via Dar Es Salaam.
See Tanzania TRAVEL ADVISORY NO 5 OF 05 08 2020
The following are the requirements for travel to Uganda from South Africa:
- You must have a valid COVID-19 negative test certificate not older than 72 hours.
- Download, read and follow the procedures in the document Standard Procedures for the return of Ugandans.pdf
Any queries regarding documentation may be directed to firstname.lastname@example.org in English.
CemAir is pleased to repatriate you back to South Africa in this difficult time. Please note that you will be subject to a mandatory quarantine period upon arrival of 10 days.
This may be in a state provided facility with costs of this facility being carried by the State. We do not have further details on this, so please contact the Port Health Authorities for further information.
Self quarantine may be an option. Click on the link below to open the online application form regarding self quarantine to apply:
Online Application Form For Self Quarantine
Please note that from the 14th of September, manually completed forms will no longer be accepted.
FAQs regarding self quarantine: Quarantine - HAFH Frequently Asked Questions
For any other enquiries please contact: email@example.com
There are additional, specific, scenarios in which quarantine may be waived. Details can be found in the published Section 17, sub-paragraphs 6, 7 & 8.
COST OF QUARANTINE
Government quarantine bears no cost to a repatriated South African.
If however you pursue self-quarantine, you are responsible for any costs.
ALREADY IN GOVERNMENT QUARANTINE?
Those that did not apply 72 hours prior to arrival, or whose application has been rejected, would be required to continue to quarantine at government facility. They can apply for self-quarantine, as per the application process above, but will have to wait for their COVID-19 test results (private or government) to be negative before they will be allowed to complete the rest of their 14-day period at home. No special arrangements would be made to get them out of quarantine before their tests come back. Test results would only be used if they have been done no earlier than day 4 of quarantine.
Any repatriates who do not apply for, or are not approved for self-quarantine WILL be required to attend quarantine in a government designated quarantine facility, at no cost, for the full duration as stipulated by the Department of Health.
Government Gazette, 17 July 2020: http://www.gpwonline.co.za/Gazettes/Gazettes/43533_17-7_Health.pdf
We look forward to welcoming you aboard and wish you a safe quarantine and return home.
Online check-in is available 48 hours before a flight. This includes the pre-selection of seating and the pre-printing of a boarding pass.
- Check-in online at www.flycemair.co.za
- Click on “Manage My Bookings” and follow the prompts
- Pre-select your seat
- Pre-print your boarding pass
- Available at all airports except Sishen
- If you have no check-in luggage you can proceed straight to the boarding gates
Check-in counters open 90 minutes prior to the scheduled departure and close 45 minutes prior to departure for Johannesburg and Cape Town Airports and 30 minutes prior to departure in Plettenberg Bay and Margate. To facilitate on-time departures passengers are asked to proceed directly to the boarding gate area once checked in.
Check-in counters in Johannesburg are located in Terminal B, Domestic Flights. Please consult the display board for the allocated check in counters for the day.
For check-in counters in Cape Town, please consult the display board to confirm.
Check-in Counters in Margate, Plettenberg Bay and Sishen are located in Domestic Departures. Please consult the display board for the allocated check in counters for the day.
Passengers must produce photographic ID when checking in for their flight. Should proof of identity not be available, passengers may be denied boarding.
Children under 16 and infants who do not have an official government issued photo ID can use as proof of ID their birth certificate and in the case of under 5, their vaccination certificate.
Airport Departure and Security taxes are included in the price of the ticket.
Passengers must produce photographic ID when checking in for their flight. Should proof of identity not be available, passengers may be denied boarding.
Checked Baggage limitations and conditions vary by route, so please pay attention to the free checked luggage allowance conditions on the route on which you will be travelling, as indicated on your ticket. This will be strictly applied.
Where excess or an additional baggage allocation is purchased, no single bag weighing over 32kg will be accepted and must be shipped separately as cargo.
CemAir Domestic passengers who are connecting to, or from, an international or regional flight will be entitled to an additional 10kg free checked luggage. The international/regional flight must be within 3 (three) days of the ticketed CemAir flight. Proof of international/regional flight must be produced in order to qualify for the additional checked baggage allowance.
Infant Baggage Allowance
Passengers travelling with infants (0-24 months) will be allowed an additional 10kg for the infant. A pram and car seat will also be allowed and does not form part of your free checked luggage allowance.
Extra pieces of baggage (in excess of the checked baggage allowance) will be subject to excess and/or the additional baggage charges and will only be accepted on a space available (Standby) basis. Passengers will be required to pay a charge for carriage of baggage in excess of the free baggage allowance. The rate for excess is charged at R25.00 (ZAR) per kg. Excess baggage may be purchased online or paid at the airport when checking-in for a flight.
Baggage taken on a standby basis will be accepted with the understanding that CemAir (Pty) Ltd is not liable for delays in the transportation of the baggage to its destination or costs incurred by passengers for the collection of “Standby” Baggage. Perishable items will not be accepted as standby baggage.
Excess baggage is on a standby basis and is subject to space and is only loaded once the flight is closed and authorisation from the Captain has been obtained.To guarantee the carriage of excess baggage passengers may book an extra seat to avail themselves of an additional 80kg baggage allowance. This may be arranged through the CemAir Reservations office.
Due to the size and fragility, Sports equipment will be charged a handling fee of R250.00 per flight. Prior notification to the airline is advisable. Sporting equipment does not form part of the free checked luggage allowance. Arrangements must be made with the Reservations team in advance. Items should be packed correctly for handling.
In addition to the overall checked allowance (as stipulated by route), passengers may also carry on-board small personal items such as a handbag, umbrella, and laptop (Provided it is in a thin laptop satchel). The following are classified as Personal items allowed in the cabin:
- Handbag, pocket book or purse
- One foldable garment bag (sum of dimensions of 185cm)
- Overcoat, wrap or blanket
- Umbrella or walking stick
- Small camera and/or binoculars
- Reading matter for flight
- Infant food for consumption during the flight
- Infant carry basket/carry cot
- Portable PC to be carried in applicable bag. The PC bag may not to be utilized for any other purpose and the PC may not be activated without permission from crew
- Mobile phone (not to be utilized during flight).
Determining the size of your Hand Luggage
Measure your hand luggage according to the picture below
Maximum weight: 7kg
Maximum size: 36 x 23 x 56cm
(including handles, pockets and wheels)
Plus one small handbag/personal bag or a slimline laptop bag
Unaccompanied Minor booking fee of R1200.00 will be levied together with the available fare class.
All unaccompanied minors must be booked and confirmed with the CemAir reservations Team at least 3 days before the flight.
Minors between the ages of 6 and 12 years qualify to travel on an unaccompanied basis on CemAir. A child under the age of 6 years will not be permitted to travel unless accompanied by an adult. CemAir (Pty) Ltd will only accept ONE unaccompanied minor per flight. CemAir (Pty) Ltd will not be held responsible should an unaccompanied minor not be booked in the correct manner and is not able to be taken on a flight. It is therefore essential that when booking an unaccompanied minor whether directly or through a Travel agent that advance notice needs to be given to the airline.
Unaccompanied minors must be checked in by an adult guardian who must provide photo identification and contact information, as well as the relationship to the child. Upon arrival at the destination city, CemAir Agents or appointed agents will also check photo identification and contact information before releasing the child to the guardian, who is predetermined in the child’s reservation documents. If a child is travelling as an unaccompanied minor, they must be in possession of the “UM form” which can be obtained from any of the CemAir reservations team. Travel Documents for the unaccompanied minor must be placed in a secure bag and handed to the ground agent upon check in.
Checking-in Unaccompanied Minors at the Airport
Parents / Guardians will need to accompany the minor to the airport and proceed to the designated CemAir check-in counters. Check-in is required at least one hour before the flight’s scheduled departure. An “Unaccompanied Minor Consent Form” will need to be completed and signed. This will include details of who will be collecting the minor at the end of their journey as well as alternative contact details in case there is any disruption to flights or the person collecting the child at the destination is not present.
The handling advice form will require the following information:
- Age of the minor
- Whether they have any allergies or other health issues
- Name, address and telephone number of both the persons delivering the minor into our care and the name, address and telephone number of the person collecting the minor at the destination (including photographic identification)
- A further contact number on which nominated parent/guardian can always be contacted both at the departing and arrival airport. This is particularly important should there be any disruptions to the flights.
Arrival of Unaccompanied Minors at the Destination
Our ground staff or appointed agent will accompany the minor from the aircraft through all the arrival procedures until they have met up with the person nominated to collect them. If the person collecting the minor is delayed, it is essential that CemAir is advised. The safety and security of the minor child is of upmost importance and we ask for photographic identification of the person collecting the minor to make sure it is the person nominated to meet them.
Medical and Special Needs
Wheelchair services are readily available at all airports at a rate of R79.80 per flight. Passengers should check-in at least 60 minutes prior to departure. This will allow CemAir the extra time to take care of these travelling and seating requirements before those of other customers. These passengers should not use the online check-in facility as it is important that we have the opportunity to discuss and confirm the exact level of assistance required before the flight. If a passenger is physically able to assist with their own evacuation in the case of an emergency and is confident in his / her ability to do so, he/she can travel independently without the need of a safety assistant. If a passenger is unable to physically assist with their own evacuation in the case of an emergency he/she is still welcome to travel with CemAir, however he/she will need to travel with a safety assistant 16 years or older capable of physically assisting with this evacuation.
When Special Assistance is required, passengers need to complete the “Special Assistance Request Form”. This form can be handed in at the check-in counter on the day of departure.
We utilise the following classification codes to determine the extent of the special needs:
- MAAS - Meet and assist passengers. Only need assistance as not one hundred percent certain of the airport layout (we also utilise this service for children between the ages of 12 and 16 travelling alone)
- WCHR - Unable to walk long distance, can use stairs and walk to a seat. Able to walk short distances but requires assistance getting to and from the aircraft. Must be able to ascend and descend stairs (uur aircraft are equipped with approximately 6 (six) stairs leading into the cabin)
- WCHS - Unable to walk long distance or use stairs, can walk to seat. Able to walk short distances but require assistance getting to and from the aircraft and are unable to ascend or descend aircraft steps without assistance. You must be able to walk to your seat once on-board.
- WCHC - Unable to walk at all and requires a lifting device into the aircraft and chair. Please note that there is currently no lifting device available for the aircraft type we utilise on our flights. The aisle chair is used for seating. A wheelchair does not fit down the aisle of our aircraft. A support person will be required to carry you up and down the stairs and lift you into and out of the aircraft seat on boarding and disembarking. Some of our aircraft do not operate with cabin attendants on-board, therefore passengers who require this service MUST travel with an able bodied passenger 16 years or older. In Johannesburg and Cape Town, we can supply passengers with a passenger aid unit (PAU) to and from the aircraft. All staff are trained to assist and will help with carrying you into the aircraft and to your seat. An able bodied passenger is still required to travel with you. PAU services are chargeable and can either be booked online or through your local CemAir Office.
For our visually impaired travellers, we are more than happy to have your trusted guide dog fly with you. They can be carried free of charge subject to availability, but will not have a seat. Please call our Contact Centre ahead of time to have this arranged.
All passengers accompanied by a fully trained guide dog in the cabin next to them will require a certificate to be taken with them to the check-in counter for the guide dog.
Passengers who are both visually and hearing impaired must please travel with a self-supplied escort.
Flying with Pets
Flying with Pets-General
CemAir has robust standards in place around the transportation of animals to ensure the comfort and safety of pets at each stage of their journey. These standards are constantly reviewed by the airline to ensure your pet is offered the best possible care.
Only Domestic cats and dogs can be transported on board FlyCemAir flights as checked luggage. All other animals will be treated as unaccompanied cargo. Unaccompanied domestic pets and all other types of animals can be flown as cargo.
- All pets must have been vaccinated for Rabies. A certificate must be presented for carriage along with the completed Animal Travel Indemnity Form on the travel date
- Unaccompanied animals must be delivered/collected at our head office if travelling from/to Johannesburg
- There are specific carrier container dimensions and specifications – please see below and feel free to consult the CemAir Reservations Call Centre for clarification. CemAir also has suitable Pet Carrier Containers available for hire.
- Reservations for the flight of your choice should be confirmed 24 hours prior to departure with your reservations agent.
- Arrangement for larger animals (32kg or more including container) should be confirmed at least 48 hours prior to departure. If travelling from Johannesburg, CemAir will confirm whether they need to be dropped off at Swissport Cargo Warehouse 8-9, OR at our head office.
- Small animals in small carriers, may be carried in the cabin only if there is no objection from fellow passengers and the Captain of the aircraft agrees. Should the animal be permitted to travel in the cabin, under no circumstances may the animal be removed from the container during flight.
- Unless carrying the animal is covered by the liability rules, FlyCemAir will not be responsible for their loss, sickness, injury or death unless due to gross negligence.
- Whether your pets are traveling in the cabin or are being checked, you'll need to contact our Reservations personnel in advance to coordinate their accommodations. This will allow us to notify you of requirements or any travel changes that may affect you and your pet.
Pet Container Specifications and Requirements
- Each animal must be placed in a rigid container that has enough space for them to turn about normally while standing, to stand and sit erect and to lie in a natural position
- The required kennel length is the distance from the root of tail to tip of nose plus half the elbow to ground measurement
- The required kennel width is twice the width of the widest point
- The required kennel height is the distance from floor to tip of ears
- The ventilation openings must be small enough so that paws and nose cannot protrude outside the container, but big enough that they can get enough oxygen.
- The container must be lockable
- The carrier must be made of fiberglass, metal or rigid plastics and MUST be leak proof and meet all requirements for safe and humane transport
- CemAir does NOT allow wooden, fibreboard or wire mesh containers
- Soft sided containers are not allowed
- Carriers are subject to inspection and approval by CemAir, please provide us with a photo of the carrier you will be using when placing the booking. Failure to do so may result in carriage being denied.
- The carrier must be identified with your pet's name and owner's contact information. The best way to do this is to attach your pet's information to the outside of the crate with duct tape or other sturdy tape.
- The carrier should be sturdy in design and not collapsible. Roof should be solid but can have ventilation as long as the strength of the roof is not compromised. (We do not recommend crates with doors on the top.)
- NO WHEELS. If the container has wheels, they should be removed or taped securely so that the kennel cannot roll.
Determining the size of carrier required
Measure your pet according to the chart below and compare your findings with the interior measurements of the carrier
A= length of animal from nose to root of tail
B = height from ground to elbow joint
C = width across shoulders
D = height of animal in standing position (top of head for pets with non-erect ears - from tip of ears for pets with erect ears)
The length of the kennel must be equal to A + 1/2 B
The width of the kennel must be equal to Cx2
If your carrier does not meet the requirements, CemAir has suitable cat and dog containers available for hire. However these containers must be pre-booked.
You may contact our Pet Travel agent directly on firstname.lastname@example.org.
CemAir (Pty) Ltd currently does not offer international through-baggage or ticketing However, our customer service staff will make every effort to expedite transfer of passengers to connecting flights. We advise that passengers allow a minimum of 2 hours connecting time between international and domestic flights. Because CemAir (Pty) Ltd is a point to point airline, passengers will be required to clear immigrations and customs on arrival from International flights and then proceed to FlyCemAir the check-in for the domestic flight.
Travelling when Pregnant
To avoid any unnecessary risks, CemAir recommends that all expectant mothers consult a doctor before booking their ticket. For the safety and comfort of all pregnant passengers, the following regulations shall apply:
- Up to 28 weeks - CemAir Pty Ltd will carry pregnant women without a doctor’s certificate.
- 28 to 36 weeks - A doctor’s certificate confirming the passenger’s fitness to fly and specifying the date that the baby is due is required on all CemAir (Pty) Ltd flights. This certificate must be produced at check-in.
- 36 Weeks and beyond - CemAir (Pty) Ltd will not carry women during this period of pregnancy under any circumstances. It is the responsibility of pregnant women to advise CemAir (Pty) Ltd on their condition at the time the reservation is being made. If the reservation is made online, you must email email@example.com the booking reference.
- Traveling with new-borns - A new born is permitted to travel from 2 days old, but we would recommend that travel is not done before 7 days old.
Schedules and Cancellations
- 1. Schedules: we will use our best efforts to avoid delay in the carriage of you and your Baggage. We will endeavour to adhere to published schedules in effect on the date of travel. However, the times shown in timetables, schedules or elsewhere are subject to change at any time, and we shall not be liable in any way whatsoever for any loss incurred by Passengers as a result of such change;
- 2. Cancellations, changes of schedules: at any time after a booking has been made, we may change our schedules and/or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or an Uncontrollable Event, or for reasons of safety, or commercial reasons.
- 3. Remedies for cancellation, rerouting and delays for technical or operational delays caused by CemAir
(excluding Force Majeure for 3rd parties)
- 3.1 The Passenger will be entitled to choose one of the following three (3) available Remedies in the event of a Cancellation or a Schedule Change as a result of Technical or Operational reasons and the Airline -
- fails to stop at the Passenger's destination, or;
- causes the Passenger to miss a connecting flight with the Airline or with another Airline for which the Passenger holds a through confirmed Ticket* (with a planned connection time of twenty-four (24) hours or less) and adequate time existed to make the connection after the scheduled time of arrival of the Passenger’s flight.
*Exception for separate Tickets when travelling from one CemAir flight to another CemAir flight.
- 3.1.1 Remedy One - the Airline will carry the Passenger as soon as operationally possible on another CemAir flight on which space is available without additional charge and, where necessary, extend the period of validity of the Passenger’s Ticket to cover that carriage. In the event that the Passenger accepts this remedy the Passenger will have no further claims against the Airline whatsoever.
- 3.1.2 Remedy Two - the Airline will reroute the Passenger under comparable transport conditions to the destination and class shown on the Passenger’s Ticket without additional charge on another CemAir flight on which space is available or on the flight of another Airline with whom the Airline have an agreement with, or by other mutually agreed means.
- Should there be no reasonable flights available, the Airline will reroute the Passenger to the closest possible alternative destination in agreement with the Passenger.
- Any ground services from there will be for the Passenger’s expense (this expense should be claimed from the Passenger’s travel insurance). In the event that the Passenger accepts this remedy it is the Passenger’s responsibility to familiarise the alternative carrier’s conditions of carriage and the Passenger will have no further claims against the Airline whatsoever.
- 3.1.3 Remedy Three - the Airline will give the Passenger an involuntary full refund in accordance with the Refund Policy. In the event that the Passenger accepts this remedy, the Passenger will have no further claims against the Airline whatsoever.
- 3.2 Weather Delays
- 3.2.1 It may happen that the Airline experiences uncontrollable delays caused by adverse weather conditions which are unavoidable. In such circumstances in the interest of the safety of our Passengers, a flight will either be -
- Return to the airport of departure, or,
- Divert to another destination.
- The Airline will not be liable to cover any Passenger expenses that arise as a result of the delay, diversion or disruption due to the weather.
- 3.2.2 In the event of a delay, diversion or disruption due to adverse weather conditions, the Airline will not assume any liability for connecting flights that the Passenger may miss as a result of the delay or diversion. Neither will the Airline be held liable for any hotel, meals or surface transport costs arising from such delays or diversions. The same applies to a flight having to divert back to the airport of origin.
- 3.2.3 In the event of a flight being Cancelled or Diverted as a result of adverse weather conditions, the airline will offer the Passenger a choice between making an alternative reservation within the validity of the ticket subject to availability or a refund.
- 3.3 Denied Boarding
- 3.3.1 As a matter of policy, the Airline does not oversell its flights. There are however times when the Passenger will be denied boarded on a flight in the event that the Airline experiences:
- 18.104.22.168 Changes in the weather (head or tail winds, heat, rain, cyclones etc.) that limits the Airline to carry fewer Passengers than planned due to the weight restrictions imposed on the aircraft.
- 22.214.171.124 An aircraft gauge change resulting in more Passengers being booked than the capacity available.
- 126.96.36.199 A payload restriction, which are limits placed on the aircraft when flight planning taking into consideration the fuel requirements which could include uplifting extra fuel due to bad weather en-route or temperature changes or unforeseen amount of Baggage accepted for a flight.
- 3.3.2 In the unlikely event that the Airline is not able to provide the Passenger a seat for a flight for which the Passenger has a confirmed reservation and the Passenger has met all applicable check-in and boarding deadlines, the Airline will carry the Passenger on another CemAir flight. The Airline shall provide compensation to those Passengers denied boarding in accordance with our denied boarding policy in terms of Clause 3.4 (Denied Boarding Compensation).
- 3.3.3 Alternatively, the Passenger may choose to receive an Involuntary Refund in respect of the Ticket less a reasonable administrative charge prevailing at the time of the refund. The standard CemAir Refund administration fee of ZAR440.00 (four hundred and forty Rand) plus 15% VAT is applicable.
- 3.3.4 The Airline accepts no further liability to the Passenger for any loss or expense whatsoever.
- 3.4 Denied Boarding Compensation
- In the event that the Airline needs to deny boarding to a Passenger, the Passenger will not be denied a seat until the Airline first asks for volunteers willing to give up their confirmed seats in exchange for compensation and travel on a later specified flight.
- If there are not enough volunteers, the Airline will deny boarding to Passengers in accordance with its company policy on boarding priority. If a Passenger is involuntarily denied boarding and has met all applicable check-in and boarding deadlines, the Airline will transport the Passenger on the next available flight and a letter of compensation will be e-mailed to the Passenger from the CemAir Customer Care department which will entitle the Passenger to -
- a. A free return Ticket with a maximum of two (2) flight coupons (including taxes) redeemable on the Airline only.
- b. Over the same sector that the Passenger was denied - domestic or regional.
- c. In the same cabin (business or economy class) that the Passenger was denied.
- d. The letter of compensation is valid for one (1) year from the date thereof and is strictly non-transferable.
- 4. Where a cancellation or significant alteration is made to our schedule before the date of your departure, we will use reasonable efforts to inform you of any such cancellation or alteration using the information provided to us at the time of making the reservation.
Reservations Office Hours
Mon-Fri 08h00 – 17h00
Sat 08h00 – 13h00
Sun and Public holidays 09h00 – 14h00