FlySafair has been referred to the National Consumer Tribunal by the National Consumer Commission following allegations that the airline systematically overbooked flights and sold tickets for seats that were not available.
The commission launched an investigation after passengers reported arriving for confirmed flights only to be informed that no seats were available despite having valid bookings.
According to the NCC, the investigation focused on flight bookings made between November 2024 and January 2025, a period marked by high travel demand across the country.
Investigators concluded that the airline’s overbooking practices were not isolated incidents but formed part of a broader operational model that allegedly affected thousands of passengers.
The commission claims that in some months under review, FlySafair overbooked flights by as many as 5,000 passengers.
Authorities allege the airline generated revenue from tickets for services it could not fully provide.
Under the Consumer Protection Act, businesses are prohibited from accepting payment for goods or services they know may not be available, particularly where customers are not clearly informed of the risks.
Pheto Ntaba confirmed that the matter has now been referred to the National Consumer Tribunal for adjudication.
The NCC is seeking an administrative penalty equivalent to 10% of FlySafair’s annual turnover and wants the airline’s conduct formally declared prohibited.
The tribunal will now consider the matter and determine whether penalties or corrective measures should be imposed against the airline.
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