Travellers at a busy airport waiting to check in. Picture: Pexels
In a frustrating turn of events, events manager and florist Thato Miles Nsala took to social media platform X to share his unsettling experience with domestic low-cost carrier FlySafair.
After booking a flight, Nsala arrived at the airport only to be told that there were no seats available for his flight — a situation that many passengers have encountered but one that remains deeply problematic in the aviation industry.
“So we show up at the airport and @FlySafair says we don’t have seats for the same flight we paid for. If you have 200 seats, why take payments for 300 passengers?”
An aggrieved Nsala posted on X, expressing disbelief at the airline's overbooking practices.
So we show up at the airport and @FlySafair says we don’t have seats for the same flight we paid for.
— Thato Miles Nsala (@Miles_Nsala) January 5, 2025
If you have 200 seats why take payments for 300 passengers 😮😮😳😭😭
Flight overbooking is a common strategy employed by airlines worldwide. This practice involves selling more tickets than there are available seats on an aircraft, with the rationale that some passengers will not show up for their flights.
However, this strategy raises ethical questions and, as per Nsala's experience, can lead to significant inconvenience for travellers.
In response to Nsala's complaint, FlySafair defended its policy, stating that overbooking allows the airline to keep its ticket prices affordable.
...we do overbook flight to ensure we keep our tickets as affordable as possible for our passengers. We do see how inconvenient this can be and therefore offer compensation for passengers that were not able to take the flight they’ve booked. -BC
— FlySafair (@FlySafair) January 5, 2025
“We do see how inconvenient this can be and therefore offer compensation for passengers that were not able to take the flight they’ve booked,” FlySafair communicated, adding an apology for any disappointment caused.
“We are committed to transparency and customer satisfaction.”
Despite the airline's assurances, many netizens were less than convinced about the justification for overbooking.
One user, @Namritha_, pointed out that overbooking is technically prohibited under South Africa's Consumer Protection Act.
“If you’re bumped off a flight, you’re entitled to a refund and compensation for related costs. Know your rights and stand firm!”
Overbooking flights in South Africa is technically prohibited under the Consumer Protection Act, but it still happens. If you're bumped off a flight, you're entitled to a refund & compensation for related costs. Know your rights & stand firm! ✈️ #ConsumerRights #Travel
— 🦋*Nams *🕊 (@Namritha_) January 5, 2025
As the conversation unfolded, more users voiced their anger and frustration. @whitehobo_inc questioned the logic behind overbooking, suggesting that if a passenger fails to show up, the airline still keeps their money.
“It’s crazy that planes are overbooked ... It’s a saving to fly if it’s lighter,” the user commented.
It is crazy that planes are overbooked.If someone doesn't pitch, you still have the money. No refunds should be the policy rather.If the plane further has a few missing passengers, it's a saving to fly as it's lighter.Unless I'm missing the whole point completely!
— Ian (@whitehobo_inc) January 5, 2025
Another user, @be1_gilly, emphasised the potential consequences of being denied boarding: “Asinine policy. If I was to miss a flight to attend court for a client, no amount of ‘compensation’ would assist.”
If for instance I was to miss a flight to attend court for a client, no amount of “compensation” would assist. Asinine policy.
— Gilly Chick Norris (@be1_gilly) January 5, 2025
In stark contrast, @Gustavo__K defended the practice, arguing that while it is inconvenient, it is understood within the aviation industry and that compensation packages often mitigate the frustrations faced by affected passengers.
i don’t understand why people are so upset at this. Flight overbooking is a well-known practice amongst all airlines. An inconvenience for sure, but they offer you a compensation package that is well worth the inconvenience sometimes.
— ° (@Gustavo__K) January 5, 2025
Inconveniences such as the one experienced by Nsala serve as a potent reminder of the complexities and challenges within the airline sector, particularly regarding passenger rights and the practices employed by low-cost carriers in a competitive market.