Coronavirus Frequently Asked Questions

  1. Will you still be flying, considering the nation-wide lockdown?
  1. In line with the directive from our President, Comair has suspended all its British Airways (operated by Comair) and kulula.com flights, effective 26 March 2020.

    We will resume with our scheduled flights on Sunday, 19 April 2020.
  1. What should I do if my travel plans have been affected?
  1. Should your travel plans be affected, your ticket will be valid for 12-months, from date of first departure as per your original booking, regardless of fare rules and restrictions.

    No Change of Booking Fee will be charged; however, a fare difference may apply due to the availability of seats. This will apply to tickets issued on or before 20 April 2020, for travel until 17 May 2020.

    If you have received a travel bank credit already, you can use it. For all other customers, please keep your ticket number as a reference, for when you contact us to rebook.

    You are welcome to phone us any time during the 12-month period to rebook your flight, after the lockdown.
  1. I have booked an International flight using my Vitality discount, what are my options?
  1. In line with the directive from our President and to prevent the spread of the Coronavirus, we will be operating on skeleton staff, to assist with emergency travel only.

    We are available via e-mail only, Monday to Friday, 08h30 – 17h00. Our offices are closed over weekends & Public Holidays. Please email vitalitytravel@comair.co.za, with your name and departure date in the subject line.

    As we are experiencing a high number of queries, we are handling each enquiry according to the date of travel, and request, that you please bear with us during this challenging time.

    In situations of extreme emergencies, for travel within 48 hours, please WhatsApp us on 073 330 7815.

    Our emergency WhatsApp service will only be available Monday – Friday from 17h00 – 20h00, for all other queries please email us.

    For the latest details and for more information pertaining to customers who are booked to travel during the lockdown period, please visit the relevant airline website.

    Please note Vitality Travel, a subsidiary of Comair limited is an agent of Discovery Vitality’s travel programme, servicing the following airlines, British Airways, Emirates and Qantas. Please refer to the specific airline website for information regarding their change policies:

    British Airways International ‘Booking with Confidence’ policy is for existing bookings for travel until 31 May 2020 and new bookings from 3 March to 31 May 2020 for travel until 31 December 2020. See below link for more details.

    https://www.britishairways.com/assets/pdfs/other/book-with-confidence-gds-faq.pdf
  1. What do I need to be aware of, if I am travelling on a regional/ international flight outside of South Africa?
  1. Some governments have implemented Coronavirus restrictions pertaining to passengers who have travelled to or who are travelling to destinations other than South Africa. We recommend customers contact the local authorities for the latest updates ahead of travel.
    • All South African citizens that are affected by a travel restriction, should contact the South African Mission/Consulate in the respective visited country, to inform them of their presence.
    • All non-South African citizens affected by a travel restriction, should contact their respective Mission/Consulate with which they are a citizen, to inform them of their presence, in the visited country.
  1. Can I still book a ticket for future travel?
  1. Customers will be able to book their flights on our websites, www.kulula.com and ba.com, for any flights from when we resume operations on 19 April 2020.
  1. How can I get a hold of British Airways (operated by Comair) and kulula.com during the lockdown?
  1. In line with the directive from our President, effective 27 March 2020 until 17 April 2020, all Comair employees will be staying at home.

    Customers may email us on;


    We are experiencing exceptionally high e-mail volumes. Could we please ask that you assist us, by only sending one e-mail and by not requesting updates via social media. This will help us manage the e-mail volumes.

    We are operating on skeleton staff, working from home and your enquiry will be recorded and processed in due course.