How to complain about a South African Airways flight?

AviationADR is approved by the Civil Aviation Authority (the aviation regulator) to operate as an Alternative Dispute Resolution (ADR) body for aviation consumers. If you’ve had a dispute with South African Airways and are looking to escalate your complaint for a swift resolution we are here to help you get your dispute resolved.

You may have a problem or dispute with a South African Airways product or service i.e. the flight was delayed for more than 3 hours or cancelled, loss or damage of luggage or the service you received was unsatisfactory. If this is the case, and you have already complained to South African Airways, you can use our ‘airline’ complaint form to get your complaint process started.

Before making a complaint about South African Airways

Please note that to be eligible to make a complaint against South African Airways, you must have already complained to South African Airways directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given South African Airways eight (8) weeks to respond to your dispute. AviationADR can only deal with unresolved complaints.

Which complaints does the airline sector cover?

The airline sector covers complaints against any South African Airways flight where the flight in question arrived or departed (or was due to arrive/depart) from a UK airport.

What complaints can AviationADR deal with?

We can deal with most disputes between consumers and airlines, including disputes in relation to:

  • Denied boarding, delayed or cancelled flights
  • Damaged, lost or delayed luggage
  • Destruction, damage or loss of items worn or carried by a passenger
  • Problems faced by disabled passengers or passengers with reduced mobility
  • Issues of unfair trading
  • Pricing
  • Misrepresentation

How to make a South African Airways complaint?

You can make a complaint online by clicking here or by filling out a paper version which can be downloaded here.

For more information about AviationADR, please view our FAQ page.

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