Frequently Asked Questions

What information do I need to take adequate care of my baggage?

- Tag you baggage securely with your name and contact details. 
- Place differentiating characteristics, such as ribbons or stickers, on your bag. 
- Repeat contact details inside your baggage. 
- Seal your baggage or have it wrapped at the airport. 
- Lock you baggage. 
- Please make sure that your name is written on any valuable items, such as iPads, so that we are able to identify you should they be mislaid. If there is a password on these items, we are not able to access to search for customers details. 
- PLEASE INSURE YOUR BAGGAGE WITH YOUR PERSONAL INSURERS BECAUSE ALL AIRLINES HAVE LIMITED LIABILITY WITH REGARDS TO LOST, DAMAGED OR PILFERED BAGGAGE.

Can I change, upgrade or cancel my booking?

A booking may only be changed according to the rules of a particular booking class. Our cheaper fares attract penalties for changes and some very discounted fares are not changeable at all. 

Discounted tickets are also not refundable- whatever the reason for not using the ticket. Refunds will only be considered on a case by case basis in the instance of death or illness. 

Please make very sure of the ticketing rules when booking and please contact customercare@flyexpress.aero for more inform

What do I need to know about e-ticketing?

Electronic ticketing provides improved security and greater convenience. An electronic ticket may be booked via a travel agent or by logging on to our website, www.flyexpress.aero, where you are able to access our lowest fares, or by phoning our call center (0861 606 606) or visiting one of our ticket stations. Once you have made your reservation, you proceed directly to check-in on the day of your travel, quote your reference number and provide a positive form of identification in order to receive your boarding pass. 

SA Express offers e-ticketing on all our domestic routes.

What is on-line check-in and when can I use it?

Use on-line check-in and you could save time spent queueing at the airport. 

On-line check-in is a convenient service that enables you to check-in, choose your own seat and print your boarding pass on selected routes from the comfort of your home or office. This service is available from 24 hours before your flight departure and can be used whether you are travelling with cabin and / or checked baggage. 

Please remember that if you have baggage to check-in you will be required to weigh it at a check-in counter.

What is your refusal and limitation of carriage policy?

South African Express may refuse carriage of any passenger or passenger’s baggage for reasons of safety or if, in the exercise of its reasonable discretion, it is determined that: 

1. Such action is necessary in order to comply with any applicable laws, regulations or orders of any state or country to be flown from, into or over. 
2. The conduct, age or mental or physical state of the passenger is such as to require special assistance of the Carrier. 
3. Cause discomfort or make himself or herself objectionable to other passenger; 
4. Involve hazard or risk to himself or herself or to the other passenger to property; 
Such action is necessary because the passenger has failed to observe the instructions of the Carrier; 
5. The passenger has refused to submit to a security check; 
6. The ticket presented by the passenger has been reported as being lost or stolen; acquired unlawfully or is counterfeit ticket, or the passenger does not appear to be properly documented.

What do I do if I've been 'denied boarding' or have been off loaded?

Please receive a flexi-flyer voucher from the SAA or SA Express counter. Please ensure that you familiarise your self with the conditions thereof

What are your flight closure times?

Flight closure times will vary depending on whether your flight is regional or domestic. 

Regional 
50 minutes before departure 

Domestic 
30 minutes before departure

What are your check-in and boarding times?

Please arrive at the SA Express check-in location and boarding gate sufficiently in advance of flight departure to permit completion of any government formalities and departure procedures and, in any event, not later than the time indicated by the Carrier. If the passenger fails to arrive on time at check-in location or appears improperly documented and not ready to travel, the Carrier may cancel the space reserved for the passenger and will not delay the flight. At South African national airports, passengers are required to present themselves and the baggage for check-in formalities as reflected below: 

All regional flights – 2 and a half hours before departure. 
All domestic flights – 1 and a half hours before departure. 
According to the General Conditions of Carriage, please be considerate of your fellow passengers and allow ample time before your flight. If you are at a boarding gate later than fifteen (15) minutes before departure, the flight will depart without you. The Carrier is not liable to the passenger for loss or expense due to the passenger’s failure to comply with the provisions of this article.

Do you have a frequent flyer programme?

No, we do not have our own Frequent Flyer programme however we partner with SAA on their 'Voyager' programme. 

Please note: this partnership does not extend to the Star Alliance. 

For more information about the programme, including how to join please at :http://www.flysax.com/voyager.html

Do you have self-service check-in facilities?

There are self check-in facilites available at OR Tambo, Cape Town and Durban International Airports. These kiosks are located in the domestic departure halls. 

Passengers traveling with hand baggage only may make use of this facility.

How does on-line check-in work and where do I go on flyexpress.aero?

On-line check-in is available by clicking on the "Manage My Booking" tab on the SA Express website and selecting 'On-line Check-in". 
To start you’ll need to complete the 'Enter Your Details' section. Note: For Travel Agent bookings, please use your Electronic Ticket Number to identify yourself. 

With four easy steps you are able to complete your check-in: 

1. Which flights and passengers you wish to check-in 
2. Confirm, change or select your seats 
3. Print your boarding pass (on routes where this facility is available) 
4. Check-in confirmation 

The collection of baggage information 
Customers will be asked to declare the number of bags they intend to check-in. 

Interactive security question 
On-line check-in will comply with the legal requirement for passengers to answer an interactive security question. 

This will allow you to provide passport and visa information, when required for International travel.

How big is your fleet of aircraft?

Our fleet is made up of 3 types of aircraft at the moment.

What documents do I need to travel?

For international travel, in terms of government regulations applicable to the country of transit/destination/return, all passengers must be in possession of: 

1. A valid return air ticket. 
2. Passport. 
3. Visa- if required. 
4. Health documentation- if required. 
5. Failure to comply with any of the above provisions may result in the passenger being denied check-in. 

Transit passengers may use the transit area provided that they hold confirmed onward tickets. The Transit Hotel in Johannesburg must be confirmed in advance should the transfer not be on the same day. Transit visas should be obtained if necessary. Passports of all non-residents must contain at least 1 unused visa page for entry/departure endorsements. 

Passengers are required to present the credit card with which the ticket was purchased at check in. For a sponsored ticket, the passengers must have a letter stating that the ticket is sponsored from the owner of the relevant credit card and also a photocopy of the credit card.

What is 'denied boarding' and why would I be 'denied boarding'?

'Denied boarding' occurs if a flight is overbooked or if equipment is changed to a smaller type. 

If we deny a customer boarding, we offer an apology and issue a flexi-flyer voucher to the customer/s concerned. 

Please not that this voucher attracts conditions. Please email customercare@flyexpress.aero for more information

At what time does on-line check-in open and close?

On-line check-in opens 24 hours before departure of your flight. 

Please note that if you attempt to check-in on flysaa.com before this time and are waiting for check-in to open, please close your browser and re-open when it is 24 hours before departure. 
On-line check-in closes as follows: 

- Three hours for Regional flights 
- Two hours for all Domestic flights

Am I able to request a special meal?

Yes, one is able to request certain special meals. 

These include vegetarian, moslem, low fat, gluten free, kosher inter alia. Please noter that these need to be booked at least 48 hours in advance. 

If a flight is cancelled and passengers are accommodated on other flights, the special meal will not be onboard. If customers change to earlier or later flights the meal will not be on board. 

Even if one is a Voyager member, the special meal must be requested for every flight. 

If one does ones reservations through a travel agent, please ensure that the request for the special meal is done with every booking.