Other Important Info

How do I book special baggage e.g. sporting equipment?

You are welcome to contact our team for assistance on booking any special baggage such as sporting equipment or musical instruments.

You will need to confirm special baggage prior to departure.

A fee may be payable to add special baggage to your booking.

You may also be able to add additional baggage when using the ‘manage my booking’ facility directly on the airline’s website.

Can I make a seat and meal request?

Kindly contact us for assistance or use your reference number to make these changes on the airline’s website. You will be able to access this information when using the ‘manage my booking’ facility on the airline’s website.

Special meals related specific dietary requirements or any food allergies must be requested at least 72 hours prior to departure. It is very important that the airline is aware of any food allergies you may have.

Once a meal request is submitted, the airline will confirm this in the booking.

Meals for children can also be requested.

Most airlines require a fee for seating which is payable to secure your preferred seats on the aircraft. Our team can assist you with paid seating for most airlines or you can make payment directly on the airline’s website using the ‘manage my booking’ facility.

The seating map will often open up 24-48 hours prior to departure. This means that you may be able to request select seating at no cost once the online check-in facility opens.

It is important to note that seating is always requested and provisionally confirmed. If there is a sudden aircraft change for example, your seating request may no longer be possible.

Certain areas of the aircraft may be restricted and blocked to requests. These are often the emergency exit row seats or the bulkhead area of the aircraft. If you are able to request seating on these rows, a fee is generally payable.

The airline reserves the right to assess your eligibility to sit on the exit row seats at the time of check-in. Any passenger seated on the exit row must be physically able to assist passengers out of the aircraft in the event of an emergency.

It is also important to know that seating is generally non-refundable.

I want to bring my pet on the flight, how do I do this?

These requests need to be made with the airline. One of our team would be happy to point you in the right direction.

Do you assist with visa information?

We can assist you with information for all required visas for your trip.

It is important to always check visa requirements for your entire journey, inclusive of all transits, multi city stops, port stops and your final destination.

If you have only booked your flight with us, please let us know of all travel arrangements so that we can best assist you with all required information. If not disclosed to us, we will only be able to assist you with visa information based on your specific flight booked with us.

We are able to assist with most visa applications and will enlist the services of a preferred third-party supplier. A fee will be payable if you require assistance from us for a visa application.

What time should I arrive at the airport?

Local/domestic flights: 1 hour prior to departure.

International/regional flights: 3 hours prior to departure.

We always recommend that you check-in online for your flight. The online check-in facility is generally available 24-48 hours prior to departure.

When checking in online (directly on the airline’s website), you will receive your boarding pass to either your email address or to your phone. The boarding pass may also be available in the applicable app you have downloaded for your flight.

Will my luggage be checked through even though I have a transit before my final destination?

Should you be travelling with the same airline for the entire journey, your luggage is most likely to be checked through to your final destination. Please check with our team or with the airline to confirm. You can also confirm with the airline staff when checking in for your flight.

What can I NOT bring onboard?

You may only carry Liquids, Aerosols and Gels (LAGs) in your hand luggage in containers that have a maximum capacity of 100 millilitres each, not exceeding one litre in total on international and regional flights.

These containers must be packed in a re-sealable, transparent plastic bag.

Each passenger may only carry one of these re-sealable, transparent bags.

These bags must be removed from your hand luggage and presented to security personnel for inspection.

All inorganic powders must be in containers of 350 millimetres (volume), 350 grams (weight) or less. The total volume of inorganic powders may not exceed 350 millimetres or 350 grams. There is no limit on the number of containers however the total weight may not exceed 350 millimetres or 350 grams.

There are exceptions for medication, baby food, special food related to specific dietary requirements and duty-free purchases.

More information relating to LAGS can be found HERE

Sharp objects are strictly prohibited inside the cabin. These items are inclusive of but not limited to; nail clippers, cutting tools or nail files.

Do I need a passport to book a flight?

Yes, you need a passport for regional and international travel. Passports would need to be valid for 6 months after your intended return date and at least have two blank pages. Failure to follow these rules may result in the airline denying you boarding.

Children and infants will also require a passport for any regional or international travel.

Do I need a visa?

Whether or not you require a visa for your travel is dependent on your passport type as well as your destination. You may also require visas for any transits or multi city stops as part of your journey.

You can check visa information with the relevant Embassy of the country you are visiting.

If you require assistance in obtaining visa information and with any visa applications, please contact our team.

We are able to assist with most visa applications by enlisting the services of a preferred third-party supplier. A fee is payable when assistance is required from us with a visa application.

What do I need when travelling with minors (under 18 years old)?

South African minors require their passport as well as an unabridged birth certificate/equivalent document/ passport containing the details of both parents; when travelling regionally or internationally in and out of South Africa.

If travelling with one parent, consent in the form of an affidavit of the other parent is required in addition to other supporting information and an unabridged birth certificate/equivalent document/ passport containing the details of both parents.

If travelling with no parents, consent in the form of an affidavit is required from both parents in addition to other supporting information and an unabridged birth certificate/equivalent document/ passport containing the details of both parents.

Please refer to the Department of Home Affairs website for information on minors travelling regionally and internationally FOUND HERE

The parental consent affidavit can be found HERE

Ages of children and infants travelling must relate to the dates of travel.

How do I find out if there are any health requirements for the country I am travelling to? 

Health requirements differ per country. We recommend contacting your closest travel clinic for information and advice.

Should I reconfirm my flights with the airline?

We always recommend that you are registered to receive alerts from the airline regarding your travel. This will also ensure that you receive important updates to your travel such as sudden changes or delays.

You can reconfirm travel directly on the airline’s website when utilising the online check-in facility which opens up 24-48 hours prior to departure.

We also recommend that you download any available apps for your journey and allow push notifications.

Can I unsubscribe from your newsletter?

Yes, you can click on the unsubscribe link on any newsletter you receive from us. This will open up a browser. Follow the steps to unsubscribe. This will stop the newsletter being sent to you.

You are welcome to re-subscribe at any time.

How do I take advantage of your promotions/sales?

When Flight Centre has a promotion or sale, we will highlight this on our website homepage. You can also find further information when you hover over deals (on the navigation bar) and click on promotions.

All promotions and sales will have selected travel dates or specific periods for travel. These promotions or sales are highly dependent on availability for a limited time only. If your request falls outside of the conditions of the promotion or sale, you will unfortunately pay the rate quoted for your specific request.

Bookings

How do I make a booking?

Select the destination you want to travel to from the dropdown menu, choose your dates and search.

Filter or choose your preferences and select the best option for you.

Insert the required details in order to secure your booking.

Please make sure that the names of the travellers are correct, and as per passport. Do not allow your computer to auto predict your details as this may not necessarily be the correct details. If you would like to remove the stored details, you may do so by clearing your internet browser cache.

Review the fare conditions and terms & conditions. This is very important as it includes information such as date change and cancellation penalities.

Insert your credit card details to process payment or select the instant EFT option.

You have now successfully made a booking with Flight Centre.

How will I know that my booking is confirmed?

You will receive a booking confirmation after you have successfully completed a booking with us. The booking confirmation will be sent to the email address you had provided when completing the booking.

Once your payment has been successful, you will receive an E-Ticket from Flight Centre within 48 hours of successfully confirming your booking.

Receiving an E-Ticket is the final step when successfully confirming your booking with Flight Centre.

How do I request the booking confirmation to be resent to me?

You can call us on 0877 40 5105.

You can email us at onlinesupport@flightcentre.co.za

You can use the live chat box on our website to send us a message. We will then call you back.

Anyone of the above options will ensure a friendly online travel expert re-sends your confirmation email.

What must I do if I make a booking but don't receive any confirmation?

Do not try to book again - you could end up with 2 bookings.

Your booking could be in a pending status.

For assistance kindly email onlinesupport@flightcentre.co.za or contact us on 0877 40 5105 so that we can determine what went wrong and assist you in completing a booking.

Are prices different if I book early?

Flight prices are generally based on availability. This is why fares may cost a little more during peak seasons such as South African June/July school holidays or the December holiday season.

We can never determine when airlines may release cheaper fares, however as a rule of thumb, it is advantageous to book in advance to avoid disappointment. This is especially true when booking a flight with a departure during a peak season period.

During holiday or peak season periods, it is advisable to book your airfares as much as 6 months in advance.

Airlines may also lower the flight prices during months where destinations see a lower volume of visitors.

How do I change or cancel my booking?

Please contact one of our friendly travel experts for assistance in changing, upgrading or cancelling a ticket. A service fee will apply.

Where can I find my reference number to check-in?

Your reference number can be located on your confirmation email or on your E-ticket.

The reference number is a combination of six letters or numbers, for example: 1ABCD3

At times there may be a Flight Centre reference and a different airline reference. The airline reference for check-in and manage your booking purposes, may be found at the bottom of your E-ticket, indicated as the vendor locator.

What is the different between a direct flight, a non-stop flight and a flight with a connection?

A direct flight may stop at a destination on your journey without you having to leave the aircraft. This stop is known as a technical stop and is often included to refuel the aircraft for example.

A non-stop flight gets you to your destination without any stops along the way.

A connecting flight means there will be one or more stops along your journey. This requires passengers to change from one plane/airline to another to reach their final destination.

Will I have enough time to connect between flights when transiting?

Flight Centre facilitates the booking between you and the airline. The airline guarantees that passengers are offered enough time to connect to their next flight when you book a through fare. A through fare means that your entire journey is issued on one booking.

If you are booking a few flights with different airlines for one journey, it is important that you have enough time to connect between flights. If the outbound flight is delayed on one airline and you arrive later than scheduled at your destination, the next airline you have booked with generally does not take responsibility for you being late and may not be able to accommodate you. This may result in paying a penalty to continue with your travels.

It is the passenger’s responsibility to arrive at the boarding gate on time. Boarding gates differ per airport so ensure to ask you travel expert for advice or do research before your journey.

The distance between boarding gates at larger airports may be significant, so it is advisable to always factor this in when travelling.

Always keep an eye on boarding gate notification on the electronic boards throughout the airport. This will provide you with updated information in terms of any changes to your boarding time or changes to boarding gates.

Am I able to book a flight with a stopover?

Of course you can. You may decide that you wish to spend a few days in a destination before travelling to your end destination. An example may be spending 3 days in Dubai before continuing with your travel to London.

This is called a multi-city flight. You can book a multi-city flight on our website. Kindly ensure you have the required visas for all stopovers.

Can I travel from one destination and return from a different destination?

Yes, you can. Make use of our multi-city flight booking feature. Select your departure city and the destination cities you want to travel to. Select your dates and click the search button.

Filter your results to find the best options for you.

If you require assistance, you can contact us using the live chat function, call or email us.

Can I book an 'around the world' ticket?

As this is a tricky booking process, we recommend you contact us to book an around-the-world ticket for you.

How many passengers can I make a reservation for?

You’re able to book for up to 9 passengers on one reservation. Should you need to book for more than 9 passengers, kindly contact one of our travel experts.

Can I make a booking for an unaccompanied minor?

You’re not able to do so on our website. Please contact one of our friendly travel experts to assist you in booking an unaccompanied minor.

Do children receive a discounted fare?

Children under the age of 12 years will generally pay a discounted fare however this is dependent on the fare conditions for the specific ticket you are booking.

As an indication, you can expect to pay 25% less on the base fare.

What is the process for travelling with an infant?

Children under the age of two years old generally do not get their own seat.

You may be able to request a bassinet for your infant, however this is subject to availability. A bassinet request must be submitted at the time of booking and you would need to contact our team once you have completed your booking to assist with this request. Our team will then submit the request to the airline. Unfortunately, only the airline can confirm this request.

Bassinet requests are subject to the infant meeting all requirements. These requirements vary between airlines and may be determined by weight or height.

Should your request for a bassinet be unsuccessful, the infant will sit on your lap for the flight.

It is recommended that you chat to our team regarding prams, car seats or other items that you may carry with you.

It is always important to research important information regarding travelling with an infant to ensure that you are prepared and comfortable during your flight.

Can I book additional services/products to complement my flight?

Yes, you can book your domestic car rental online using the same booking process. For assistance with accommodation, transfers, travel insurance or any other travel arrangements, kindly contact one of our travel experts.

How do I add additional luggage to my flight booking?

One of our team will be able to assist you with adding additional baggage to your booking. Alternatively, you can contact the airline directly.

You may be able to add additional baggage by accessing the ‘manage my booking’ facility directly on the airline’s website.

Any additional baggage is generally confirmed at a fee determined by the airline.

What amount of luggage can I take on my flight?

The baggage allowance for your trip is printed on your E-ticket. You would also be able to confirm this directly on the airline’s website when using the ‘manage my booking’ facility. Our team will also gladly talk you through baggage allowances should you need assistance.

Baggage allowances may differ between regions and airlines. Allowances are always based on either a weight or a piece concept. For example; you may be allowed 1 bag with a maximum weight of 20kg or 2 pieces of luggage with a maximum weight of 20kg per piece.

It is also important to check that the ticket you are booking includes a baggage allowance. Some fares sold today are extremely economical, however do not include a baggage allowance. This may be something that you need to purchase in addition to the ticket.

If you are booking a number of flights with different airlines, it is also important to ensure that you are aware of the baggage allowances for each airline. One airline may permit an allowance of 1 bag with a maximum weight of 30kg however your next flight may only permit a baggage allowance of 1 bag with a maximum weight of 20kg.

Can you assist me with visa information?

Kindly contact one of our team members to assist with any visa information you may require.

We can assist you with most visa applications by utilising the services of preferred third-party suppliers at a fee.

It is important to ensure that you check visa requirements for your entire journey, inclusive of any transits, multi-city stops, port entries and your final destination.

I don't know which airline I booked my flights with. How do I find out?

The airline you booked with will appear on your booking confirmation or your E-ticket.

If you experience any difficulty in locating this, you are welcome to contact our team by phone, email or by using the live chat box function on our website.

Your booking may be confirmed on a codeshare, which means that although you have booked a journey with a specific airline, the actual flight may be operated by another airline. This is based on agreements that some airlines have in place with one another. Your booking is therefore issued on one airline’s paper however the actual flight (aircraft) is operated by another carrier.

How do I request a wheelchair?

Please contact a friendly travel expert who will be happy to assist you in submitting a wheelchair request with the airline.

Once the request is submitted, the travel expert will wait on the airline to confirm this request.

Do I need to present my credit card for certain flights?

There are certain airlines that may request to see the credit card that was used to pay for the booking at the check-in counter. This helps eliminate the risk of fraud.

I need help with a new/existing booking?

Contact our Flight Centre travel experts on 0877 40 5105 or email us at onlinesupport@flightcentre.co.za

Payments

How do I pay for my booking?

You can make payment with a credit card, debit card or via instant EFT.

How do I pay for my booking using the instant EFT option?

Our Instant EFT option is secured by SID which is an instant payment solution facilitating online EFT payments across major banks including ABSA, FNB, Standard Bank, Nedbank and Capitec. Follow these easy steps:

Accept terms and conditions and click on "COMPLETE BOOKING."

Select your bank and log in with your internet banking credentials.

Select a bank account.

Enter your OTP (One-time-pin) provided by your bank.

Confirm payment (do not close browser until the transaction is complete).

Your payment will be instantly transferred to Flight Centre and your ticket will be sent within 48 hours of payment.

When do I pay for my booking?

You will be prompted to pay for your booking on the final step of the booking process. Should your payment fail for any reason, we will call you to help you process the payment.

Please do not attempt another booking if you have not received confirmation. Please contact us first so that we can determine what went wrong and assist you in completing a booking.

Are online payments safe?

Yes, definitely! The privacy and integrity of your personal information is of utmost importance to us.

Our website offers secure payment with Mastercard Securecode and is verified by Visa. We are also PCI & DSS compliant.

Can I pay with two different credit cards?

Unfortunately not, you can however make two different bookings in order to pay separately.

My credit card payment was declined, but I would still like to complete my booking?

Kindly contact our team for further assistance. They will be able to assist in trouble-shooting the problem and assist you with completing your booking.

Do I need to pay taxes on my ticket?

Yes, all taxes related to your airfare are included in the quoted prices you see on our website.

Some airlines may require that a departure tax is collected. This is payable directly to the airline at the time of departure.

Changes and cancellations

Can I change the dates on my flight ticket?

Whether or not you can change the dates on your ticket is dependent on the fare conditions for your specific ticket.

The date change penalties will be available for you to review, prior to completing and paying for your booking.

The airline may charge a date change penalty, however it is also important to note that any difference in fare and taxes will also apply. For example; you have made a booking for a departure in May however you wish to change your departure date to December. May is considered low season however December is considered high season for travel. The airline may charge a penalty of R 1,000 to change your dates, however you are also changing your departure date from a low season to a high season. If there is any difference in fare and taxes, this would be collected in addition to the date change penalty.

Kindly contact us for advice and assistance on changes to your ticket.

I would like to partially use my ticket, Is this allowed?

We understand that plans change. If you are not travelling on the remainder of your ticket, you need to let us know before the departure date for the flight you wish to cancel.

It is important that you let us know of any changes to your travel plans to avoid the airline marking your ticket as a ‘no show’ ticket.

Partially utilised tickets are generally non-refundable, however our team will assist you in submitting any refund applications where permitted. Whether a refund is permitted or not is dependent on the specific fare conditions for the ticket you have purchased.

If you have booked a few stops on your journey and you decide to not travel on one of the flights, however wish to utilise all other flights, please contact us so that we can confirm whether this is permitted. If it is permitted as per the fare conditions, we may need to re-issue your ticket at a fee.

For example; you may book a journey with a stop in London and a stop in Paris. You may decide when in Paris, that you wish to experience the Eurostar train back to London and decide to not take your flight between Paris and London. You arrive in London and attempt to check-in for your return flight between London and Johannesburg. The airline check-in staff confirm that your ticket has been cancelled as you were marked as a ‘no show’ for your flight in Paris. When this happens, the airline will require that you pay a penalty to reinstate your ticket. On very restrictive fares, there may not be the opportunity to reinstate your booking and you may be required to purchase a brand new ticket.

Am I able to change the departure or destination city on my booking?

Whether or not you are able to change the departure or destination city, is dependent on the fare conditions for your specific ticket. This is often referred to as a re-route.

Please contact one of our team who will be able to assist you with information on a possible re-route if permitted on your ticket.

I would like to change the passenger name on my ticket?

Low cost carriers may approve this change but most airlines do not except complete name changes on an issued ticket.

If a name change is permitted by an airline, you will generally have to pay a fee.

However, you are able to change a few letters of the passenger name if the name is misspelled.

I mispelled my name, can I correct this on my ticket?

If you notice that you have misspelled your name, please contact our team for assistance.

We recommend that you contact the team as soon as the error is picked up. At times, changes may still be allowed within the same calendar day.

How do I cancel my booking?

You can contact one of our travel experts to assist in cancelling your booking.

Whether or not your ticket is refundable is determined by the fare conditions for your specific ticket.

Cancellation penalties are shown prior to making payment for your booking. It is important that you review the fare conditions so that you are aware of all penalties inclusive of whether your booking is a non-refundable booking.

Should you wish to cancel your booking for any reason, we will require confirmation of your cancellation request in writing. Once we receive your request, we will re-confirm the cancellation penalty on your booking and cancel your booking.

Once your booking is cancelled, we will submit a refund application should a refund be permitted on your booking.

The refund process can take up to 12 weeks, especially where a cancellation has been made for any reason where supporting documentation is required. These reasons may be illness, hospitalisation or death. Supporting documentation will be requested to support your refund application and may be in the form of a medical certificate or hospital admission’s letter. We will send this on to the airline to review.

Once any refunds are returned to us, we will notify you so that we can process this refund for you.

Refunds will always be processed to the same form of payment you utilised when making your booking. If you paid with a credit card for example, we will process the refund back to the same card.

We also recommend that you discuss all possible options with our team before deciding to cancel your booking. Postponing your travel may be a solution whereby a fee is paid to change dates instead of losing all your money on a non-refundable booking for example.

I booked a flight and need to cancel/amend this booking.

Once a booking has been issued by us, any cancellations or changes will be subject to the fare conditions for the specific ticket you have purchased.

Contact us immediately if you have made an error or need to urgently cancel your booking.

I have missed my flight, can I still make changes to my booking?

Urgently contact us on 0877 40 5105 so we can further advise you. Please note, airline rules differ so changes may not always be possible.