Johannesburg, 10 December 2024 – Yesterday, a technical failure in the fuel supply system at OR Tambo International Airport caused significant disruptions, grounding aircraft and delaying flights across all airlines for over three hours during peak operational hours. In response, FlySafair has taken proactive steps to address the impact on its customers.
This unexpected shutdown, which affected all airlines operating at the airport, resulted in widespread delays and inconvenience for tens of thousands of passengers. As one of the world’s most punctual airlines, FlySafair deeply regrets the impact this incident had on its valued customers.
FlySafair has formally written to Airports Company South Africa (ACSA) to request a refund of all passenger charges for flights delayed due to the disruption. “We believe this situation was entirely preventable and that sufficient contingency systems should have been in place to avoid this failure. This is critical infrastructure, and incidents like this should not be allowed to occur,” says Kirby Gordon, Chief Marketing Officer at FlySafair.
While awaiting ACSA’s response, FlySafair has proactively credited affected customers with the value of the airport taxes they paid for delayed flights. Customers will receive this credit as a travel voucher, which can be redeemed on future flight bookings via the FlySafair website.
How Customers Can Access Their Vouchers:
Affected passengers will receive an email containing their voucher details. These vouchers can be used when booking a future flight. FlySafair requests customers to allow up to 24 hours for voucher processing.
“As a leading airline, we take pride in delivering exceptional service and punctuality,” Gordon added. “This incident does not reflect the standards we hold ourselves to, and we remain committed to putting our customers first. We hope to see our passengers return soon so we can demonstrate the high-quality service they expect and deserve.”
For further information or assistance, passengers are encouraged to visit the FlySafair website or contact the airline’s customer service team.