Frequently Asked Questions
- TRAVEL UPDATES 15 JUNE
In light of President Ramaphosa’s address to the nation on 15 June 2021, South Africa will move to an alert level 3 lockdown.
1.1. WHAT IS THE IMPACT OF THE ALERT LEVEL 3 LOCKDOWN RESTRICTIONS ON TRAVEL?
We anticipate minimum impact on our flight schedule considering the adjusted curfew hours 22h00-04h00. We will continue to provide updates on our website and social media platforms. We encourage travellers to ensure we have their correct contact details, as affected customers will be contacted via email and/or SMS
2. CUSTOMER SERVICE / PRODUCT OFFERING
2.1. WHO CAN I CALL TO ASSIST WITH A BOOKING THAT IS IMPACTED BY COVID-19?
kulula.com Contact Centre:
0861 KULULA (0861 585 852)
Travel Agents - Help Desk Contact:
011 921 0397 or Email: firstname.lastname@example.org
British Airways (operated by Comair) Contact Centre:
0860 I FLY BA (4 359 22) or +27 (0) 11 921 0222
Combine & Save hotel and car hire bookings:
Holiday Package bookings
Vitality hotel, car and international ticketing
2.2. IS CATERING SERVICE CURRENTLY OFFERED ONBOARD?
In line with the recent health and safety regulations announced by government effective 01 March 2021, we have had to halt our full catering offering onboard all our domestic British Airways (operated by Comair) and kulula.com flights. The regulations include passengers who would like to bring their own meals onboard. Water will be served on request.
On British Airways (operated by Comair) regional flights pre-packed cold meals and snacks will be offered to limit the exchange of hands and to limit the exposure of potentially contaminated crockery and cutlery to our customers and employees. Customers who require special meals need to note that currently Comair can only commit to cater for the following special meal options: Child, Vegan, Diabetic, Low Fat and Hindu meals.
2.3. CAN PASSENGERS BRING THEIR OWN FOOD OR DRINKS ONBOARD?
As per the health and safety regulations, customers have to refrain from bringing their own food or drinks onboard, as it increases the risk of fellow passengers and staff, being potentially exposed to contaminated packaging, when having to clear and clean the aircraft.
2.4. ARE THE SLOW LOUNGES OPEN?
All SLOW Lounges are currently operating.
2.4.1. WHAT HAS BEEN IMPLEMENTED IN THE SLOW LOUNGES TO PROTECT CUSTOMERS FROM COVID-19??
220.127.116.11. LOUNGE HYGIENE
Hygiene has always been a foremost priority for us in delivering our world-class hospitality services. In light of COVID-19, we have taken additional precautionary measures to prioritise the health and safety of our guests and staff:
1. Surface Defence Technology
SD Pro, a professional grade surface disinfectant that remains active for between 90 and 180 days, has been rolled out across all lounges.
2. Self-Service Access
We have converted our normal check-in process at all our lounge reception desks.
3. Sanitiser Units
We have installed hand sanitiser stations throughout our lounges to assist our guests with maintaining hand hygiene.
4. Staff Re-Training
All lounge staff members are frequently re-trained on the latest hygiene practices to maintain our commitment to hygiene.
5. Masks are mandatory
Guests are required to wear a mask at all times in the lounge and are only permitted to remove their masks when actively eating or drinking.
6. Restricted guest capacity
We strictly adhere to lounge capacity guidelines to limit the number of guests we accommodate at any one time.
7. Social distancing seat markers
Generously spaced social distancing markers are another of the many measures we’ve put in place to make sure that you feel safe in our lounges.
8. Food items individually packaged
We have temporarily suspended our normal buffet service and replaced it with individually wrapped food items for your safety.
18.104.22.168. LOUNGE CATERING
In response to COVID-19, we’ve temporarily suspended our normal buffet service in favour of indulgent, individually wrapped treats that are factory-sealed for your safety. The altered menu of pre-packaged items includes delicious heat-and-eat meals, healthy salad dishes, irresistible sweet and savoury treats, sealed metal cutlery and bottled condiments that are regularly disinfected to ensure that you go safer with SLOW. Our standard barista service remains in operation, while refrigerated bottled and canned beverages will still be available on a self-service basis.
We are switching from cotton hand towels to paper hand towels in our washrooms.
22.214.171.124. LIVING LIBRARY
We have temporarily removed our Living Library books, from lounge shelves across the country. In the interests of fellow guests and our staff, we have requested our frequent travellers to refrain from donating any second-hand books to the collection until further notice.
126.96.36.199. AMANI SPA
We have suspended our Amani Spa offering until further notice.
2.5. IS THERE AN ONBOARD MAGAZINE?
In line with the necessary health and safety regulations to curb the spread of COVID-19 and as a precautionary measure, we have temporarily halted physical copies of both our inflight magazines, khuluma (kulula.com) and High Life (British Airways) onboard all our flights.
Digital versions of the magazines can be found at:
khuluma – www.kulula.com
British Airways - https://bahighlife.com/
3. SPECIAL ARRANGEMENTS ARISING FROM COVID-19
3.1. WHAT DO I REQUIRE AND NEED TO BE AWARE OF WHEN I FLY WITH KULULA.COM/BRITISH AIRWAYS (OPERATED BY COMAIR)?
Due to the added regulatory and safety protocols, Comair recommends that passengers arrive at the airport at least 2-hours ahead of their scheduled flights, to accommodate for any unforeseen delays in the processing time as part of the airport travel experience.
Customers will further be required to have the following, when flying with kulula.com or British Airways (operated by Comair);
- Face Mask
- Printed/Electronic Boarding Pass (phone or tablet)
- ID or Passport
Domestic screening by Port Health official at all International Airports has been terminated. Effective 25 November 2020, the Health Declaration/Questionnaire will no longer be required for domestic travellers. There is no requirement for customers to carry a travel permit when travelling, only temperature screening checks by ACSA will continue for all customers entering the airport terminal.
All international travellers arriving in South Africa will need to provide a valid certificate of a negative COVID-19 test recognized by the World Health Organisation, which was obtained not more than 72 hours before the date of travel.
In the event of an international traveller’s failure to submit a certificate as proof of a negative COVID-19 test, the traveller will be required to do an antigen test on arrival at his/her own cost and in the event that the traveller tests positive for COVID-19, he or she will be required to isolate him or herself at his or her own cost for a period of ten days.
Please note that customers will forfeit their tickets as a result of denied or delayed entry.
3.2. WHAT DO I REQUIRE IF MY FLIGHT ARRANGEMENTS FALL OUTSIDE THE CURFEW HOURS?
Customers who arrive on a flight or who are travelling to or from an airport, which necessitates travelling during restricted hours of movement outside the current curfew hours of 22h00-04h00, needs to be in possession of a valid boarding pass as proof of a flight or a copy of the airline ticket.
3.3. WHAT OPTIONS DO I HAVE IF I FALL ILL BEFORE MY FLIGHT?
Customers can make changes to their flight booking online up to 2-hours before their departure, provided they have not yet checked in. Already checked in customers should call the relevant kulula.com or British Airways (operated by Comair) Contact Centre to reschedule their flight. Should a customer be unable to call the Contact Centre to reschedule their flight, a doctor’s note will need to be submitted to facilitate a credit.
4. GROUP BOOKINGS
Customers who need to make changes or have any queries with regards to group bookings (10 or more people) with kulula.com or British Airways (operated by Comair) can get contact us at:
5. ANCILLARY PRODUCT(S)
Customers who purchased ancillary products who need to make changes to their bookings, will need to call the Contact Centre to have these linked to their new bookings or cancelled.
6. COVID-19 REGULATIONS
6.1. WHAT WILL HAPPEN WITH MY BOOKING, IF I BOOK AND FLIGHTS ARE CANCELLED AGAIN DUE TO COVID-19 AND LOCKDOWN?
Comair will continue to closely monitor the situation and adjust its operations, as necessary or required. Comair will update affected customers accordingly.
6.2. HOW DO I KNOW THAT YOUR AIRCRAFT CABINS ARE SAFE FROM COVID-19?
The safety of our customers and staff are our number one priority. We are continuously monitoring the situation and are in close contact with various industry partners, relevant regulators and health authorities to ensure we abide by all regulations and remain responsible and proactive in preventing the virus from spreading.
- All our aircraft in the Comair fleet are fitted with High-efficiency Particulate Air (HEPA) filters, which filters recirculated air onboard, removing airborne particles.
- Our aircraft are disinfected after every flight.
- We have intensified cleaning protocols on our aircraft, focusing on high-frequency touchpoints such as handles, seatbelt buckles, tray tables and armrests, as well as hard surfaces such as lavatories, toilet floors, galley units, ceilings and window shades, as well as galleys and waste-bins.
- All aircraft have Universal Precautionary Kits and cleaning materials, as well as backup kits in the event that staff need to deal with communicable diseases. Our cabin crew is well trained in dealing with communicable diseases.
- Heightened protocols and awareness drills among all personnel are being rigorously implemented. Stringent measures have been put in place to heighten the focus on personal hygiene.
6.3. WILL I BE REQUIRED TO WEAR A FACE MASK WHEN TRAVELLING WITH KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR)? ARE FACE MASKS BEING OFFERED ON YOUR AIRCRAFT?
As part of the Disaster Management Act in South Africa, wearing a face mask is mandatory when in a public place, therefore the use of face masks in the airport building and onboard is mandatory. Children under the age of 5 years may be exempted from wearing a mask and passengers that have pre-existing medical conditions and cannot wear a mask would need a medical certificate.
kulula.com/British Airways (operated by Comair) will not be providing face masks and customers will have to ensure that they bring their own masks as the law requires face-coverings to be worn in any open public space, as well as when individuals enter shops, public buildings and places of work.
6.4. WILL I BE ALLOWED TO REMOVE MY MASK WHILE ON BOARD THE AIRCRAFT?
During your journey, to ensure that we keep everyone as safe as possible, you will be required to keep your mask on, making sure that you cover both your nose and your mouth and that you keep your movement within the cabin to a minimum.
Masks may only be removed for a reasonably short period when you are actively consuming food and a drink. Masks should be placed back on in between courses and should not be left off for the duration of the meal service. The same also applies if you are resting or sleeping.
6.5. CAN I BRING MY OWN HAND SANITIZER ONBOARD WHEN I TRAVEL?
Yes. You are more than welcome to bring your own hand sanitiser onboard.
We do ask that customers adhere to the rules and regulations specified by the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, as well as Comair’s regulations for carrying gels or liquids through airport security checkpoints.
If you are travelling internationally, you will need to adhere to the appropriate international rules and regulations pertaining to carrying liquids and gels through the airport security checkpoints.
6.6. ARE THERE ANY PRECAUTIONS I CAN TAKE TO PROTECT MYSELF AND OTHERS FROM COVID-19?
We recommend that customers visit the National Institute for Communicable Diseases (NICD) website, as a resource on how best to protect oneself.
In addition, customers are encouraged to wash their hands frequently and use hand sanitisers and/or anti-bacterial wipes when travelling. We would like to remind customers, where possible, to maintain social distancing and to make use of our self-service offerings. Customers should not travel if experiencing any signs of illness.
Wearing a mask in the airport building and onboard is mandatory.
6.7. WHAT DO I NEED TO BE AWARE OF IF I AM TRAVELLING ON A REGIONAL/ INTERNATIONAL FLIGHT OUTSIDE OF SOUTH AFRICA?
Some governments have implemented COVID-19 restrictions pertaining to passengers who have travelled to or from destinations other than South Africa.
The onus is on passengers to familiarise themselves with the travel restrictions and required documentation for the destination they are travelling to, to avoid being denied boarding, denied entry into a country or a requirement for a second COVID-19 test on arrival.
We recommend customers contact the local authorities for the latest updates ahead of any international travel.
- Inbound travellers to South Africa, including South Africans, must hold a negative COVID-19 PCR test certificate, taken within 72 hours of their departure time.
- This certificate is valid for the duration of the traveller’s inbound journey and takes into consideration long stopovers at transit points and is for a single entry only.
- Every time a traveller departs for South Africa, a new test is required prior to departure.
- Visit the Department of Health’s website for the exit and entry travel requirements, as well as the supporting questionnaires to be completed.
(Comair will resume flights to Harare on 28 March 2021 and to Victoria Falls on 13 May 2021)
- Passengers must present a negative COVID-19 PCR test result issued at most 48 hours before arrival.
- A completed Traveller Surveillance Form and Data Entry Form must be presented upon arrival*. Passengers are subject to temperature screening upon arrival.
- Those showing symptoms upon arrival will be isolated for further management by the local health authorities.
- After isolation, travellers will need to be re-tested and show a negative result before they are permitted to travel home or on to their next destination.
- All passengers, including children, will require a negative COVID-19 PCR test result to exit the country, regardless of the requirements by other countries.
(Comair has not yet resumed flights to Zambia)
- Passengers must present a negative COVID-19 PCR test result issued at most 7 days before arrival.
- A completed Traveller Health Questionnaire must be presented upon arrival.
- Passengers are subject to a temperature check. If your body temperature is 38 degrees Celsius or higher, you will be tested for COVID-19. If you also show additional symptoms, you will be taken to government facilities for treatment and quarantine.
- There is no requirement for visitors to self-isolate on arrival. Returning residents should self-isolate for 14 days following their return to Zambia.
(Comair has not yet resumed flights to Namibia)
- Passengers must present a negative COVID-19 PCR test result issued at most 7 days before arrival.
- Passengers will not be required to quarantine or to be subjected to another test including when exiting Namibia.
- Namibian citizens may enter Namibia with or without any result. In the absence of any result, they will be subjected to a 7 days quarantine and testing at their own cost.
(REF: NAMIBIAN GAZETTE - 13 JANUARY 2021)
(Comair has not yet resumed flights to Mauritius)
- Passengers must present a negative COVID-19 PCR test result issued at most between 5 and 7 days before arrival and are subject to COVID -19 PCR test on arrival and on day 7 and day 14 following the arrival.
- Proof of purchase of a government-approved agency travel package is required, including accommodation at a state-designated quarantine facility for a mandatory 14-day in-room quarantine.
In the case of the COVID-19 PCR test is positive, the person shall be transferred to a public medical institution for treatment.
* The information provided is limited and correct as of 23 March 2021.
6.8. WHAT SHOULD I DO IF I HAVE BEEN AFFECTED BY A TRAVEL BAN WHILE TRAVELLING IN A FOREIGN COUNTRY?
- All South African citizens that are affected by this travel ban, 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 this travel ban should contact their respective Mission/Consulate of which they are a citizen, to inform them of their presence, in the visited country.