The National Consumer Commission (NCC) has referred FlySafair to the National Consumer Tribunal.
It follows allegations that the airline violated the Consumer Protection Act. The investigation was launched after complaints of overbooking and overselling of tickets. One incident involved a passenger who arrived for a flight, only to find no seat available.
The NCC says multiple consumers have reported similar experiences. FlySafair has publicly admitted that overbooking forms part of its business model.
According to the Commission, this practice may breach several provisions of the law. These include rules against unfair conduct, misleading information, and overselling services. The investigation reviewed bookings from November 2024 to January 2025.
Findings suggest overbooking affected more than 5,000 passengers during that period. The NCC believes the airline generated revenue it would not have earned otherwise.
It is now seeking a penalty of up to 10% of FlySafair’s annual turnover. Acting Commissioner Hardin Ratshisusu says companies cannot take money for services they cannot deliver.
The Tribunal will now decide on the matter.
