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.
What South African Airways complaints can we 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
Ways to Complain
There are three (3) ways to bring your complaint to AviationADR:
If you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘START MY COMPLAINT’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day. Or just simply click here.
You can telephone us on 0203 540 8063.
For more information about AviationADR, please view our FAQ page.