IMPORTANT TRAVEL INFORMATION

Requirements for Domestic and Regional Travel during Covid19 More Details

Refunds

11.1.1

Airlink SA8 tickets issued on South African Airways ticket stock range beginning with 083. The monies paid for 083 tickets lies with South African Airways. In the event of a refund (where applicable as per the fare rule) on 083 ticket stock is processed and settled by South African Airways.

Refund requests to be submitted to [email protected] see Clause 11.1.7

 

11.1.2

Airlink 4Z tickets issued on ticket stock range beginning with 749 shall in the event of a refund (where applicable as per the fare rule) is processed and settled directly by Airlink.

Refund requests to be submitted to [email protected] see Clause 11.1.7.

The standard Airlink Refund administration fee of ZAR440.00 plus 15% VAT will be charged. Refer to Annex. A of the Airlink Refund Policy for the respective market related refund administration fees. 
www.flyairlink.com/4z-refund-policy

 

11.1.3

In the event that a refund is due to the Passenger, the Airline for the applicable ticket stock will refund the fare paid for a refundable ticket, or any unused part of it, together with applicable taxes, fees, charges in accordance with the applicable fare rules. On a non-refundable ticket, only the applicable taxes will be refundable. The DU and OC fees on an E-ticket are non-refundable. Effective 01 May 2020, the YQ tax refund is applicable as per the fare rule.

 

11.1.4

A refund will only be made to the person who has paid for the ticket, provided that the Airline for the applicable ticket stock is given proof of identification and payment.

 

11.1.5

The validity of a travel document for refund purposes is twenty-four (24) months from date of original issue. Travel documents that are older that (24) months will not be refunded.

 

11.1.6

All on-line refund requests made to the airline in line with Clause 11.3 (Voluntary Refunds), the processing time may take up to four (4) months from date of submission to complete.

 

11.1.7

Please ensure your reservation has been cancelled before requesting a refund and remember to provide the passenger’s name, the billing address, the credit card or debit card number or other form of payment used for purchase, ticket number(s), copy of RSA ID or Passport, banking details, booking reference, contact numbers, the date of travel and reason for refund in the correspondence.

 

11.1.8

Should there be no cancellation or penalty fee as per the applicable fare rule, then the standard Airlink Refund administration fee of ZAR440.00 plus 15% VAT will be charged. This will be either the cancellation penalty fee or the administration fee, never both. Refer to Annex. A of the Airlink Refund Policy for the respective market related refund administration fees.
www.flyairlink.com/4z-refund-policy

 

11.1.9

Any SA8/083 or 4Z/749 ticket purchased through a travel agent needing a refund must be requested and processed by the same travel agent subject to the applicable fare rules.

11.2.1

Fare refunds will be calculated according to Clause 11.2.1.1 and 11.2.1.2 if the Airline:

  • Cancels a flight,
  • Fail to operate a flight reasonably according to schedule,
  • Fail to carry the Passenger on a flight for which they have a confirmed reservation and have met the applicable check-in and boarding deadlines,
  • The Passenger has not been refused carriage for reasons permitted by these Conditions of Carriage.
  • Fails to stop at the Passenger’s destination or Stopover, or
  • Causes the Passenger to miss a connecting flight in circumstances where the Passenger holds a confirmed reservation and adequate time existed to make the connection between the originally scheduled time of arrival of the Passenger’s flight and the departure time of the connecting flight.

 

11.2.1.1

In the situations described in Clause 11.2.1, the refund will be equal to an amount equal to the fare paid, including all applicable taxes, fees and charges if no portion of the Ticket has been used; or

 

11.2.1.2

If a portion of the Ticket has been used, an amount equal to the difference between the fares paid, including all applicable taxes, fees and charges and the fare for travel between the points for which the Passenger has used the Ticket.

 

11.2.2

The Airline will pay the Passenger a refund in terms of Clause 11.2.1 if the Airline refuses the Passenger carriage for any of the reasons set out in this Clause.

Please see Clause 8.2 (Reimbursement of Costs) which permits the Airline to use the value of any unused carriage on the Passenger’s Ticket to reimburse costs payable by the Passenger to the Airline.

 

11.2.3

The Airline will pay the Passenger a refund in terms of Clause 11.2.1 if the Airline terminates the Passenger’s carriage for any of the reasons set out in Clause 12 (Conduct Aboard Aircraft) before it is completed, except that the Passenger will not be entitled to any refund for the flight during which the unacceptable behaviour occurred.

Apart from this, the Airline will have no liability to the Passenger for any loss or expense whatsoever. See Clause 11.4 (Right to Refuse Refunds) which reserves the Airline’s right to use the value of any unused carriage on the Passenger’s Ticket to reimburse costs payable by the Passenger to the Airline due to the unacceptable behaviour aboard an aircraft.

 

11.2.4

The Airlink Revenue Control office needs to be contacted for Refund Authority Waivers for a full refund less the administration fee for Airlink Cancelled flights, Airlink Technical flights, Medical or Death related instances for 4Z/749 refunds.

11.3.1

In the event that a refund of the fare for the Passenger’s Ticket is due for reasons other than those set out in Clause 11.2 (Involuntary Refunds) the refund will be calculated as follows –

 

11.3.1.1

an amount equal to the fare paid, including all applicable taxes, fees and charges, less any applicable cancellation fees if no portion of the Ticket has been used, less a reasonable administration fee prevailing at the time of the refund, if the Passenger’s Ticket is subject to restrictions; or

 

11.3.1.2

if a portion of the Ticket has been used, an amount equal to the difference between the fare paid, including all applicable taxes, fees and charges and the fare, including all applicable taxes, fees and charges for travel between the points for which the Ticket has been used, less any applicable cancellation fees, less a reasonable administration fee prevailing at the time of the refund, if the Passenger’s Ticket is subject to restrictions.

The standard Airlink Refund administration fee of ZAR440.00 plus 15% VAT will be charged. Refer to Annex. A of the Airlink Refund Policy for the respective market related refund administration fees. 
www.flyairlink.com/4z-refund-policy

11.4.1

The Airline reserves the right not to refund a Ticket if an application for the refund is made more than one (1) year from the date of issue of the original Ticket.

 

11.4.2

The Airline reserves the right not to refund a Ticket for any flight on which:

  • a) the Passenger has been refused carriage (for any of the reasons set out in Clause 8.1) (Right to Refuse Carriage)
  • b) from which the Passenger has been removed (for any of the reasons set out in Clause 12) (Conduct Aboard Aircraft)
  • c) for Force Majeure events listed under Definitions in Clause 1.

The Airline will remit refunds in the same form and currency that was used to pay for the Passenger’s Ticket.

The Airline will pay a voluntary refund on a Ticket only if the Airline or its Authorised Agents issued the Ticket.

Waivers of cancellation fees or administration fees on voluntary refunds must be referred to Airlink Head Office Refunds department. The Consumer Protection Act (CPA) directive in South Africa which gives consumers the right to receive a full refund in case or illness or death. The following is required for such refund:

Illness: The hospital account or admission form must be obtained. Please note that the waiver is for the cancellation fee only, the refund administration fee is still applicable. Standard rules will apply where no hospital account or admission form is received to substantiate illness. 

Death: A death certificate must be obtained. The Waiver is applicable to the death of an immediate family member only.    

Note: Death and illness must coincide with the E-ticket dates of travel.

 

The waiver of the cancellation fee will only be considered for illness of a passenger or immediate family member based on the fare rules. Please note that the refund admin fee is still applicable.

It is recommended that the passenger be advised and encouraged to take out a cancellation and curtailment insurance cover. The insurance cover will protect and compensate for all those eventualities or penalties that will be levied to those airfares they have chosen to purchase.

Immediate Family is defined and limited to spouse, children (including adopted children), parents, brothers, sisters, grandparents, grandchildren, father-in-law, mothers-in-law, brothers-in-law, sisters-in-law and daughters-in-law. Blood relations to family members will need to be proved upon request and all decisions are subject to Airlink's discretion. Refunds due to medical reasons with a medical certificate are not guaranteed.