The National Consumer Commission has referred low-cost airline FlySafair to the National Consumer Tribunal over allegations of systematically overbooking flights and overselling tickets.
In a media statement issued on 21 May 2026, the NCC said its investigation found that FlySafair’s booking practices may have violated several sections of the Consumer Protection Act (CPA).
The investigation was launched after complaints surfaced on social media and in the media from passengers who claimed they had purchased tickets but were denied seats at check-in because flights had been overbooked.
According to the NCC, FlySafair publicly acknowledged that overbooking forms part of its business model.
The commission said its probe focused on bookings made during November and December 2024 and January 2025. Investigators allegedly found that overbooking was systematically implemented and affected more than 5 000 passengers during the assessed period.
“The NCC’s investigation has found FlySafair’s booking practices to be inconsistent with multiple sections of the CPA,” said Acting Commissioner Hardin Ratshisusu.
“The CPA prohibits suppliers from taking consumers’ money for goods or services they cannot provide,” he added.
The NCC said the airline’s conduct allegedly contravened provisions relating to overselling services, misleading representations, unfair contract terms and failure to provide services on agreed terms.
The matter has now been referred to the Tribunal for adjudication, with the NCC seeking an administrative penalty of up to 10% of FlySafair’s annual turnover and a declaration that the airline’s conduct was prohibited.
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