Technical issues leave FlySafair travellers frustrated

A technical problem affecting the check-in and baggage sorting system of FlySafair, one of SA’s biggest airlines, caused multiple flight delays on Wednesday morning, resulting in dozens of irate passengers waiting in lengthy lines at the OR Tambo International Airport.

SA’s airlines and airport operators have come under the spotlight in recent weeks as a series of disruptions has increased flight delays, leading to customer dissatisfaction.

Though FlySafair said the issue had been rectified and all systems were operating normally again by the afternoon, the system problems affected the schedule for all of Wednesday, with newly updated departure times being communicated to customers, it said.

“We regret to confirm that a technical issue affected our check-in and bag sort[ing] system this morning, which has resulted in the delay of several flights today,” FlySafair told Business Day.

“The issue has been rectified and all systems are operating normally again. Departures are now proceeding according to the newly updated departure times, which are being communicated to customers using the telephone numbers that were provided at the time of booking,” the international low-cost airline based in Johannesburg said.

Flight delays affect productivity and cost carriers thousands every year, while also leaving passengers frustrated.

Extending apologies to customers who were inconvenienced, FlySafair said passengers’ bags that were affected by the sorting delays had all been allocated to subsequent flights and the final cargo of these was scheduled to depart Johannesburg at 3pm today.

“We deeply appreciate the patience and understanding from our customers as we work through this challenge,” said the airline. “As the most punctual airline in the world, we obviously take our promise to be punctual very seriously and we are working to minimise the effect of this issue as much as possible.”

Travellers have not had it easy recently. Several interruptions have led to an increase in the frequency of flight delays with interruptions lasting between 30 minutes and two hours.

The challenges facing the commercial aviation sector were compounded when the SA Civil Aviation Authority (SACAA) in July suspended instrument flight procedures by Air Traffic and Navigation Services (ATNS), which are essential for ensuring the safe operation of aircraft. The suspension was due to a failure to have the procedures renewed in line with regulations.

This has resulted in more than 2,000 flights experiencing delays since July, according to industry experts. The delays have prompted transport minister Barbara Creecy to convene several meetings with the aviation body to address the issue.

In anticipation of the summer season rush, which runs from November to March, Airports Company SA (Acsa) has announced multiple new airline routes and additional flights to several of its airports.

FlySafair this month began its inaugural international service, connecting Cape Town with Hosea Kutako International Airport in Windhoek, Namibia. Flights on the new route will operate twice a week.

Meanwhile, the Fuels Industry Association of SA which had previously warned that a jet fuel shortage ahead of the busy peak festive season could hamper SA’s busiest airports, including King Shaka International and OR Tambo International, has gained some relief.

This week SA Revenue Service (Sars) commissioner Edward Kieswetter granted special permission for the importation of kerosene fuel from October 21 until October 20 2025. It said this extension would allow parties to attend to the complexities involved in deregistering manufacturing warehouses and registering affected storage facilities.

gumedemi@businesslive.co.za