Commercial Policy - SAA Changes to its Network

by Sally Cook

Commercial Policy - SAA Changes to its Network

Further to the announcement last week by the joint Business Rescue Practitioners (BRPs) of South African Airways (SAA) to support the airline’s transformation into a sustainable business and identification of routes to be retained to drive the carrier towards profitability, SAA will continue to operate all international services between Johannesburg and London Heathrow, Frankfurt, New York, Perth and Washington via Accra.

Please note the commercial policies and specific schedules, linked to route closures, as the information differs slightly to the original announcement on 06th February.

Domestic

The following options will be available to SAA customers whose tickets were issued on or before 14 February 2020.

Between JNB-CPT (Cape Town)

· SAA will cancel all operated flights between JNB-CPT except for the flights shown in the table below:

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· Passengers booked on the aforementioned flights will not be affected.

· Passengers ticketed on the cancelled flights will be re-accommodated onto Mango operated flights under the SA marketing 2000 flight range.

Between JNB-DUR and PLZ (Durban and Port Elizabeth)

· Passengers will be re-accommodated on the SA 2000 flight range operated by Mango.

Between JNB-ELS (East London)

Mango will only be operating on a Friday and a Sunday.

· Passengers holding ticketed bookings on these days will be re-accommodated onto the same or closest departure times as possible.

· Passengers holding ticketed bookings on Monday, Tuesday, Wednesday, Thursday and Saturday can choose to change their bookings to the days that Mango operate at no additional cost.

· Effective 16 March until 10 June 2020 - Passengers can be re-accommodated on flight range SA8000 operated by Airlink.

· Effective 11 June 2020 - Passengers can be re-accommodated onto the Airlink (4Z) operated flights.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Regional

Between JNB-ACC (Accra)

· SA209 and SA210 will be used to re-accommodate passengers travelling to Accra

Between ABJ-ACC (Abidjan and Accra)

· Re-accommodate on the AW operated flight.

Between JNB-ABJ via ACC

· Re-accommodate on the SA*ET operations via ADD and then use ET to get passenger to their final destination.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Between JNB-NLA (Ndola)

· Re-accommodate on the SA 8000 Flights until 10 June 2020, thereafter rebook onto the 4Z operated flight. (Note: Dependency is that IET between SAA and 4Z is implemented. The follow entry assists you verify if the agreement is completed. TGAD-SA/4Z).

· Where possible, rebook onto flight(s) operated by any of SAA’s Star Alliance, Codeshare and Interline Partners to transport customers to their final (end) ticketed destination with minimal disruption. Lowest available RBD to be booked on Partner carriers in same Cabin.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Between JNB-LAD (Luanda)

· Re-accommodate on the SA*/DT operated flight.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

International

Between JNB-MUC (Munich)

South African Airways Re-Accommodation Policy due to cancellation of JNB-MUC flights effective 29 February 2020 with the exception of the following flights:

SA264 JNB-MUC | 29 Feb, 01-02 Mar, 31 Mar, 01-06 Apr, 15-20 Apr

SA265 MUC-JNB | 29 Feb, 01-03 Mar, 01-07 Apr, 16-21 Apr

· All passengers should be re-accommodated on the SAA operated flights between JNB-FRA-JNB. Should this option not suit the passenger’s needs, the following alternate option can be offered:

· For travel between FRA and MUC or final (end) destination use LH feeder within DE or Rail&Fly-9B in the lowest applicable RBD.

· Rebook via LON on the SAA operated flight in the lowest applicable RBD.

· Where possible, rebook onto flight(s) operated by any of SAA’s Star Alliance, Codeshare and Interline Partners to transport customers to their final destination with minimal disruption. Lowest available RBD to be booked on Partner carriers in same Cabin.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Between JNB-SAO (Sao Paolo)

· SA scheduled flights will operate until the end of March 2020.

· From the 1st of April 2020, the route will be cancelled and the following conditions will apply.

· Re-accommodate on ET via ADD to SAO.

· Re-accommodate on DT via LAD to SAO/RIO.

· Re-accommodate onto LATAM, rebooking from availability in the same cabin.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Between JNB - HKG/CAN (Hong Kong and Guangzhou)

· Re-accommodate on SA*/ET operated flight via ADD to HKG/CAN.

· Where possible, rebook onto flight(s) operated by any of SAA’s Star Alliance, Codeshare and Interline Partners to transport customers to their final (end) ticketed destination with minimal disruption. Lowest available RBD to be booked on Partner carriers in same Cabin.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment.

Other conditions

· Waivers to this policy will not be made.

· Tickets to be endorsed “INVOL SKED CHG due SA FLT CXL/Date”.

· This policy is applicable to South African Airways flights only and does not apply to Mango, SA Express and Airlink, issued on SA (083) ticket stock and not on separate tickets of other airlines.

· Change of cabin will not be permitted.

· All tickets must be reissued on or before 15 March 2020.

· SAA will not be able to provide any support for Special Service Requests or Unaccompanied Minors during this period.

· Previous No-show passengers are not eligible for this waiver.

· All additional taxes for ticketed passengers will be absorbed by SAA.

· Any other related queries are to be directed to customerservices@flysaa.com

· SAA Reserves the right to amend the policy without prior notice.

· Please check your GDS for news of any further SAA schedule changes or have customers call the UK Call Centre on 0844 375 9680

Voyager

The below will only be applicable to Voyager Redemptions booked in I and X class, Companion, and Upgrade tickets. Dynamic Redemptions are handled as per above revenue ticket procedure:

· Voyager will refund and re-instate the Miles of cancelled flights, according to the normal Terms and conditions applicable when flight cancelation occurs

· Companion Tickets: The Companion ticket will be extended for a 12-month period. Please send all Companion ticket refund requests to Voyagerrefunds@flysaa.com

· Voyager Upgrades: Miles for the unused upgrade awards will be re-instated, and the difference in taxes will be refunded.

· JourneyBlitz tickets (Cape Town) to be re-accommodated on the next available SAA flight subject to the same redemption class being available.

· JourneyBlitz tickets (East London, Port Elizabeth and Durban) tickets to be refunded and miles to be re-instated, and expired Miles will be extended for 3 months

· Star Alliance Award tickets (connecting flights on CPT domestic services).

· Re-book on next available CPT SAA operating flight subject to same redemption class being available or lowest economy class fare on SA2000.

· Connections on East London, Port Elizabeth and Durban services:

· Rebook on the lowest available economy class fare on SA2000.

· Upgrades – passengers to be re-accommodated in the original economy class fare, upgrade miles to be re-instated

· Domestic Cape Town Companion tickets: Re-accommodate on next available SAA CPT flight

· Companion tickets to ELS, DUR & PLZ –companion tickets to be extended for a period of 12 months.

· If customers no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered, and expired Miles will be re-instated for 3 months.

· Voyager will refund and re-instate the Miles of cancelled flights, according to the normal Terms and conditions applicable when flight cancelation occurs.

· MUC cancellations Companion tickets and corresponding revenue tickets can be re-accommodated on the next available SAA FRA operated flight.

· If the customer no longer wishes to travel, then the booking can be cancelled and a full refund (including taxes) will be offered to the original form of payment. The Companion ticket will be extended for a 12-month period.

Between Johannesburg and Livingstone, Zambia (frequency reduction)

SAA will be implementing frequency reduction on our operating flights between JNB-LVI-JNB due to operational reasons.  Due to the frequency reductions, South African Airways (SAA) would like to notify its customers of its decision to re-accommodate passengers on the alternate scheduled flights or the following options listed below:

·         Passengers can be re-accommodated on the next SAA 3 digit operated flight between JNB-LVI-JNB.

·         Passengers can be re-accommodated on JNB-LVI-JNB using BA/Comair operated flights.

·         SAA flight segments will be cancelled (UN) and agents need to rebook passengers as per suggestions above.

·         Change of cabin will not be permitted.

·         Change fees will be waived.

·         Tickets must be re-issued on/before 29 February 2020.

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