South African Airlines follow the standards set by the IAATA on the inclusion of persons with disabilities and other vulnerable people on flights. The Department of Transport of South Africa has a dedicated complaints line for persons with disabilities for any complaints that were not resolved by the transport provider, including airlines. For complaints write to Amanda Gibberd at gibberda@dot.gov.za at the Department of Transport.

SOUTH AFRICAN AIRWAYS (SAA)

Provides comprehensive services for travellers with special needs, including medical assistance and wheelchair accessibility. Travelers requiring medical assistance should inform SAA at least 48 hours before departure. SAA also allows service dogs in the cabin free of charge. For more information, visit their special assistance page.

AIRLINK 

Advises passengers to allow extra time for processing at immigration due to the implementation of a new Biometric Movement Control System (BMCS) by the Department of Home Affairs and Border Management Agency. This may affect travellers needing special assistance. For updates, visit Airlink’s notice. Passengers are advised to request any special assistance services at the time of booking or at least 48-72 hours before their flight. This ensures that the airline or service provider can make the necessary arrangements to accommodate their needs. For specific services like the use of guide dogs or the need for wheelchair assistance, passengers should provide detailed information about their requirements to ensure compliance with airline policies and safety regulations.

SAFAIR 

SAFAIR provides assistance to passengers with sight loss at the airport. They do not offer escort services similar to those for unaccompanied minors but are willing to assist passengers who require help navigating through the airport. Visually impaired passengers needing assistance must complete a specific form at least 48 hours before their flight to ensure appropriate arrangements are made. SAFAIR allows service dogs to travel free of charge with their owners, provided the passenger is fully dependent on the animal. Arrangements for the carriage of service animals must be made at least 48 hours prior to flight departure, with proof of identity documentation for the service dog required.

All South African Airports

Regulations and Accessibility:
Airports are required to comply with regulations regarding accessibility, such as providing accessible facilities and services. This includes tactile guidance systems, braille signage, and trained staff to assist passengers with disabilities.

Additional Services:
Airports offer additional services such as orientation tours, accessible restrooms, and designated waiting areas. Some airports may have technology available, such as apps or devices that provide audio instructions or navigation assistance.

It’s important for passengers to be aware of their rights and the services available to them. They should also check the policies of partner airlines if their journey includes flights operated by other carriers.

For Persons with Sight Loss flying with a Guide Dog, the South African Guide Dog Association for the Blind will furnish you with an airport letter confirming the status of your Guide Dog as a Service Animal. Please contact Ronel Pretorius at RonelP@guidedog.org.za if you wish to arrange your own letter.