Cape Town – The National Consumer Commission (NCC) has confirmed it will refer FlySafair to the National Consumer Tribunal over allegations that the airline’s overbooking practices contravened the Consumer Protection Act (CPA).
The investigation was launched in January 2025 after FlySafair admitted on social media that it overbooks flights “to ensure we keep our tickets as affordable as possible.”
According to the NCC, the airline breached seven sections of the CPA relating to overselling services, misleading representations and failure to provide services on agreed terms.
Acting NCC Commissioner Hardin Ratshisusu said the investigation found that FlySafair’s booking practices were inconsistent with the CPA, which prohibits suppliers from taking payment for services they cannot provide.
Ticket booked. Flight confirmed. Boarding denied ?
The NCC takes FlySafair to the Consumer Tribunal for overbooking flights.@PhethoN @the_dtic pic.twitter.com/0UzN3IuK4v— The National Consumer Commission (NCC) (@TheNCC_RSA) May 21, 2026
Investigators found that the airline had “systematically implemented” overbooking between November 2024 and January 2025, affecting more than 5 000 passengers and generating significant additional revenue.
The NCC has recommended that FlySafair face an administrative penalty of up to 10% of its turnover.
FlySafair has defended the practice, arguing that overbooking is a standard global airline practice used to account for passengers who fail to show up for flights.
The airline said that although over 5 000 passengers were booked on overbooked flights, only 0.02% were inconvenienced.
FlySafair added that it welcomes the opportunity to present its case before the tribunal, saying the matter involves “differences in legal interpretation” between the airline and the NCC.
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Compiled by Betha Madhomu
