SA Express struggling to refund passengers after grounding

Traveller24 has reported that the refund process is running very slowly, in spite of the carrier only having its Air Operator Certificate (AOC) suspended for one day.

 

Traveller24 also stated that one passenger had been in contact, stating that she missed a friend’s wedding due to the cancelled flights. She had proceeded to book a ticket from FlySafair, without knowing that the carrier organised alternative flights with Airlink, and missed the FlySafair flight. 

 

SA Express spokesperson Refilwe Masemol said: “SA Express has a small customer care department," and the grounding of the airline on 30 April has caused major setbacks in processing refunds. Although bookings can be done through our sister airline South African Airways, all refunds have to be done via our own small customer service centre, and this is causing the backlog.”

 

The carrier has made some communication with passengers through its social media pages, however the refunds are not showing up in the passengers’ bank accounts very quickly.