The National Consumer Commission (NCC) has launched an investigation into overbooking and overselling of tickets by FlySafair.
This after several consumers raised concerns that they were left stranded at some airports due to the practice by the airline.
According to the consumers, the airline had instead refunded them to rebook and use the next available flight by the airline.
“The National Consumer Commission has noted concerns in the media, including social media platforms, regarding allegations of FlySafair overbooking and/or overselling practices.
On this basis, the NCC has initiated an investigation into the conduct of overbooking and/or overselling by FlySafair to assess and review compliance with provisions of the Consumer Protection Act 68 of 2008 (“the CPA”), in particular sections 19(2)(a), 22 (1)(b), 41(1)(a), 47, and 48(1)(b),” said NCC acting Commissioner, Hardin Ratshisusu.
In addition, the commission said it has established communication with the airline and required relevant information to kick-start the investigation.
Furious passengers went on social media during the festive period, complaining that the airline informed them that there were no seats that they paid up for when they arrived for their scheduled flights.
Others accused the airline of inconveniencing them, and closing the gates earlier than scheduled time, to blame them for arriving late or missing their flights.
In a recent statement, FlySafair acknowledged the practice and apologised to the consumers. .
“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.
We’d like to apologise to all passengers who have been denied boarding due to overbooking.
We know how disappointing this can be.
We are committed to transparency and customer satisfaction,” read a statement from FlySafair.
The commission said it’ll prioritise the probe given the nature of the allegations, urged consumers affected by this practice to come forward and provide information that could assist the investigation.
