TERMS AND CONDITIONS

Applicability

Upon receipt or purchase of a ticket the passenger travelling with CemAir herewith accepts the terms as set out below together with our conditions contained under "Extras and Info" above.

Enquiries

Should you have any difficulty at the airport please contact our Passenger Manager on +27 82 379 6061.

General

• The terms and conditions set below as applicable to all flights (whether domestic or international) operated by CemAir or under its designator code.
• The Passenger is responsible to read and acquaint him/herself with CemAir’s Conditions of Carriage and any such other applicable fare rules published with its tickets and or on CemAir’s website from time-to-time before boarding an aircraft.
• It is the shared responsibility of the booking agent and passenger to ensure that directions to the point of departure, location of check-in counter(s), regulations pertaining to luggage and other matters relevant to the flight, are obtained and, if necessary, distributed timeously.
• Departure and arrival times cannot be guaranteed; in the event of unforeseen circumstances, uncontrollable events, or unfavourable weather conditions, either at the point of departure, in-flight or at the intended destination, the sole discretion of the captain in command will apply. The passenger will indemnify and hold the carrier harmless of any claims arising from its failure to perform in the event it is unable to do so.
• The carrier may from time-to-time, unilaterally change its flight times as a result of operational reasons. The passenger therefore indemnifies and holds the carrier harmless in any such event from any damages, loss or injury suffered as a result or delay due such change.
• The Passenger may travel with another operating carrier under CemAir’s code share arrangement with other carriers. Indication of such arrangement may be indicated at the time of making your reservation or on your fare ticket.
• It is recommended that a passenger allows at least two hours transit time if required to board a connecting flight to ensure on-time arrival. The Carrier will not be held liable for any passenger failing to make its connection flight due to any delays or time changes.

Schedules and Cancellations

• 1.  Schedules: we will use our best efforts to avoid delay in the carriage of you and your Baggage. We will endeavour to adhere to published schedules in effect on the date of travel. However, the times shown in timetables, schedules or elsewhere are subject to change at any time, and we shall not be liable in any way whatsoever for any loss incurred by Passengers as a result of such change;
• 2.  Cancellations, changes of schedules: at any time after a booking has been made, we may change our schedules and/or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or an Uncontrollable Event, or for reasons of safety, or commercial reasons.
• 3.  Remedies for cancellation, rerouting and delays for technical or operational delays caused by CemAir
  (excluding Force Majeure for 3rd parties)
• 3.1    The Passenger will be entitled to choose one of the following three (3) available Remedies in the event of a Cancellation or a Schedule Change as a result of Technical or Operational reasons and the Airline -
• fails to stop at the Passenger's destination, or;
• causes the Passenger to miss a connecting flight with the Airline or with another Airline for which the Passenger holds a through confirmed Ticket* (with a planned connection time of twenty-four (24) hours or less) and adequate time existed to make the connection after the scheduled time of arrival of the Passenger’s flight.
  *Exception for separate Tickets when travelling from one CemAir flight to another CemAir flight.
• 3.1.1  Remedy One - the Airline will carry the Passenger as soon as operationally possible on another CemAir flight on which space is available without additional charge and, where necessary, extend the period of validity of the Passenger’s Ticket to cover that carriage. In the event that the Passenger accepts this remedy the Passenger will have no further claims against the Airline whatsoever.
• 3.1.2  Remedy Two - the Airline will reroute the Passenger under comparable transport conditions to the destination and class shown on the Passenger’s Ticket without additional charge on another CemAir flight on which space is available or on the flight of another Airline with whom the Airline have an agreement with, or by other mutually agreed means.
• Should there be no reasonable flights available, the Airline will reroute the Passenger to the closest possible alternative destination in agreement with the Passenger.
• Any ground services from there will be for the Passenger’s expense (this expense should be claimed from the Passenger’s travel insurance). In the event that the Passenger accepts this remedy it is the Passenger’s responsibility to familiarise the alternative carrier’s conditions of carriage and the Passenger will have no further claims against the Airline whatsoever.
• 3.1.3  Remedy Three - the Airline will give the Passenger an involuntary full refund in accordance with the Refund Policy. In the event that the Passenger accepts this remedy, the Passenger will have no further claims against the Airline whatsoever.
• 3.2    Weather Delays
• 3.2.1  It may happen that the Airline experiences uncontrollable delays caused by adverse weather conditions which are unavoidable. In such circumstances in the interest of the safety of our Passengers, a flight will either be -
• Cancelled,
• Return to the airport of departure, or,
• Divert to another destination.
• The Airline will not be liable to cover any Passenger expenses that arise as a result of the delay, diversion or disruption due to the weather.
• 3.2.2  In the event of a delay, diversion or disruption due to adverse weather conditions, the Airline will not assume any liability for connecting flights that the Passenger may miss as a result of the delay or diversion. Neither will the Airline be held liable for any hotel, meals or surface transport costs arising from such delays or diversions. The same applies to a flight having to divert back to the airport of origin.
• 3.2.3  In the event of a flight being Cancelled or Diverted as a result of adverse weather conditions, the airline will offer the Passenger a choice between making an alternative reservation within the validity of the ticket subject to availability or a refund.
• 3.3    Denied Boarding
• 3.3.1  As a matter of policy, the Airline does not oversell its flights. There are however times when the Passenger will be denied boarded on a flight in the event that the Airline experiences:
• 3.3.1.1 Changes in the weather (head or tail winds, heat, rain, cyclones etc.) that limits the Airline to carry fewer Passengers than planned due to the weight restrictions imposed on the aircraft.
• 3.3.1.2 An aircraft gauge change resulting in more Passengers being booked than the capacity available.
• 3.3.1.3 A payload restriction, which are limits placed on the aircraft when flight planning taking into consideration the fuel requirements which could include uplifting extra fuel due to bad weather en-route or temperature changes or unforeseen amount of Baggage accepted for a flight.
• 3.3.2  In the unlikely event that the Airline is not able to provide the Passenger a seat for a flight for which the Passenger has a confirmed reservation and the Passenger has met all applicable check-in and boarding deadlines, the Airline will carry the Passenger on another CemAir flight. The Airline shall provide compensation to those Passengers denied boarding in accordance with our denied boarding policy.
• 3.3.3  All the Administration penalties and cancellation fees will be waived in these instances.
• 3.3.4  The Airline accepts no further liability to the Passenger for any loss or expense whatsoever.
• 4.  Where a cancellation or significant alteration is made to our schedule before the date of your departure, we will use reasonable efforts to inform you of any such cancellation or alteration using the information provided to us at the time of making the reservation.

Car Rental and Valet Parking

• CemAir accepts no responsibility or liability for any damage, theft, or loss whether direct/indirect of any of its passenger’s vehicles or valuables during the use of the valet services available.
• The valet parking will be subject to available parking spaces at the airport and such space cannot be guaranteed.

Checking In

• Check in counters will only assist passengers up to 45 minutes before departure whereas a Red Class passenger will be accommodated up to 20 minutes before departure.
• Boarding gates close 15 minutes before departure and the passenger remains responsible to ensure that he/she allows sufficient time to board on-time.
• CemAir shall not be held responsible for any changes in boarding gate information wrongly displayed by the Airport terminal boards.
• Red Class passengers must ensure to select the appropriate designated seats during checking in to ensure extra-leg room and use of the premium seats. Extra-leg room or premium seats are subject to availability.
• Private apron transfer for Red Class passengers will be subject to availability.
• Fast-track safety will be subject to availability as the Airport may at its own discretion refuse access for any reason beyond CemAir’s control.
• CemAir will not be held liable for the departure lounges’ failure or refusal to admit any passenger access or use of its facility for any reason whatsoever. Access and use of lounge facility will be available subject to availability.

Lavatory Facilities on board

Kindly note, not all CemAir’s aircraft are equipped with lavatory facilities on board. Please confirm with your check-in agent before leaving the boarding gates.

In-flight Catering Services

• On-board catering will be provided by CemAir at no additional cost to the passenger.
• On board catering consists of various snacks, meals and beverages (alcoholic & non-alcoholic) and will be subject to availability.
• CemAir accepts no liability for any damage or injury whatsoever caused by any of its catering goods or its failure to cater for any dietary requirements/preferences.

Refunds, Changes, Cancellations

• Refunds, changes, and cancellations are subject to our policies as published on the CemAir website.
• Under no circumstances will the carrier be held liable for any accommodation, transportation, or meals expenses of the passengers due to any cancelled or delayed flights.
• The carrier will not be held liable for any delays caused by international refunds for bookings made by foreign agents/travellers.

Baggage and Hand Luggage Allowance

Please refer to the Baggage, Hand luggage and/or any goods to be transported policy of the carrier by following this link.

• The carrier reserves the right to refuse the transport of baggage or luggage which exceeds the provided for limitations or which fails to comply with regulatory guidelines.
• The passenger therefore indemnifies and holds the carrier harmless of all direct/indirect loss, damage or injury suffered as a result of the carrier’s or the airport security’s refusal to transport certain prohibited items in the passenger’s luggage/baggage.
• The passenger will be held liable for any fines and/or penalties arising from the carriage of prohibited content as stipulated in the carrier’s policies or which items are deemed unfit for air carriage as stipulated by the International Transport Authority (IATA) and International Civil Aviation Organization (ICAO).

Prior notification will be required for excess luggage. An excess baggage fee from R35.00 per kg will be charged, which fee may be subject to change. Credit card, Debit Card and cash payments will be accepted at the check-in counter. Excess luggage can be pre-booked via our website under "Manage my booking".

It is prohibited to take any hazardous items such as, knives, guns, scissors, or anything else that could pose a danger to safety or is regarded as "dangerous goods" on board our aircraft.

• For information regarding the carriage of firearms kindly visit our website under "Before you fly".

In the interest of safety, the aforesaid limitations will be strictly adhered to.

CemAir will, to the best of its endeavours, ensure to expedite baggage for its passengers, but will not be held liable for any such failure due to any reason beyond its capabilities.

Email Communications

At CemAir, we believe in keeping our passengers informed, inspired, and engaged every step of the way. That's why when you share your contact details with us during the booking process, you automatically opt-in to receiving our exciting email communication. But don't worry, we understand the importance of your privacy. We promise to handle your personal information with the utmost care and respect. Your trust is our priority, and we will never share your details with any third parties. Your email address will be used solely for CemAir communication, ensuring you stay in the loop with all the exciting CemAir news and offers.

CemAir No-Show Rule

In the event that the Passenger fails to present themselves at the prescribed times at either the check-in counter for the check-in procedure, or at the boarding gate for the boarding procedure, CemAir reserves the right to consider the Passenger as a "no-show" and the Passenger will forfeit the coupon for that applicable segment of travel, without the right to a refund.

Travel Documents

It is your responsibility to ensure you have all the necessary valid documentation, including visa, to meet the immigration requirements of your destination. The Airline reserves the right to refuse travel to any customer whose documents do not appear to be in order.

Additional Information

Please refer to Extras and Info for more information regarding our terms and Conditions of Carriage.

Reservations Office Hours