Taking to the Skies Again

Frequently Asked Questions

1. CUSTOMER SERVICE / PRODUCT OFFERING

1.1. WHEN CAN I MAKE A NEW BOOKING WITH KULULA.COM?
Comair has opened for new bookings with kulula.com. Flights are available for sale via the kulula.com website and Contact Centre or your preferred travel agent, ahead of our planned take off on Tuesday, 1 December.

1.2. WHEN CAN I MAKE A NEW BOOKING WITH BRITISH AIRWAYS (OPERATED BY COMAIR)?
Comair has opened for new bookings with British Airways (operated by Comair). Flights are available for sale via the ba.com website, the British Airways (operated by Comair) Contact Centre or your preferred travel agent. British Airways (operated by Comair) plans to take to the skies again, on Wednesday, 9 December 2020.

1.3. WHO CAN I CALL TO ASSIST WITH A BOOKING?
kulula.com Contact Centre:
0861 KULULA (0861 585 852)

New bookings may be done directly on www.kulula.com

Travel Agents - Help Desk Contact:
011 921 0397 or Email: travelagents@kulula.com

British Airways (operated by Comair) Contact Centre: 
0860 I FLY BA (4 359 22)
or +27 (0) 11 921 0222

1.4. HOW MANY AIRCRAFT AND WHICH AIRCRAFT WILL YOU BE OPERATING?
To ensure a smooth transition to resuming operations, Comair will be operating a limited schedule, with limited aircraft during December 2020. The aircraft will gradually return to service from December 2020, with a seven-month ramp-up period until June 2021.

1.5. WHICH ROUTES WILL KULULA.COM BE OPERATING FROM DECEMBER 2020?
We will be operating all kulula.com domestic routes, with the exception of the Durban/Cape Town and Lanseria routes, which will be added as more aircraft become available.

1.6. WHICH ROUTES WILL BRITISH AIRWAYS (OPERATED BY COMAIR) BE OPERATING FROM DECEMBER 2020?
We will be operating all British Airways (operated by Comair) domestic routes, with the exception of the Port Elizabeth/Durban route, which will be added as more aircraft become available.

Regional routes will be re-introduced over time.

1.7. WILL MY CONFIRMED FLIGHT BOOKING FOR DECEMBER 2020 WITH KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR) BE AFFECTED?
Customers who booked prior to 5 May 2020 for travel with Comair in December and who are affected by the new schedule will be reaccommodated and advised accordingly.

Customers who are booked to depart from or arrive at Lanseria International Airport, will be re-accommodated on a flight out of or into O.R. Tambo International Airport, at a time, nearest to their original departure time.

1.8. WILL A CATERING SERVICE BE OFFERED ONBOARD?
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 our full catering offering onboard all our British Airways (operated by Comair) and kulula.com flights.

Pre-packed 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 Cholesterol and Hindu meals.

1.9. CAN PASSENGERS BRING THEIR OWN FOOD OR DRINKS ONBOARD?
We are requesting customers 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.

1.10. WHEN WILL THE SLOW LOUNGES REOPEN?
The SLOW Lounges will reopen on Tuesday, 1 December 2020, with the exception of SLOW XS at Lanseria International Airport.

2.SPECIAL ARRANGEMENTS ARISING FROM COVID-19 AND THE COMAIR BUSINESS RESCUE PROCESS

2.1. I WAS LISTED IN THE ADOPTED BUSINESS RESCUE PLAN AS A CREDITOR FOR MY KULULA.COM/BRITISH AIRWAYS (OPERATED BY COMAIR) UNUSED RESERVATION; HOWEVER, I WOULD LIKE TO NOW USE THE FULL VALUE OF MY TICKET TOWARDS MY NEXT FLIGHT, CAN I DO THIS?
Customers who have previously elected to become creditors, now have the opportunity to change their election to retain the value of their tickets, in order for them to make a future booking with Comair for flight before 30 November 2021, should they wish to do so.

Customers listed in the Business Rescue Plan (Annexure B) as creditors and who would like to change their election, should email creditorclaims@comair.co.za and provide their booking reference or ticket number.

2.2. 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 customers with the relevant travel documentation for a flight, will be allowed entry into the airport terminal. Temperature screening checks by ACSA will continue for all customers entering the airport terminal.

Please note that Customers will forfeit their tickets as a result of denied or delayed entry.

2.3. 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. 

3. CUSTOMERS HOLDING AN UNUSED RESERVATION ISSUED WITH KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR) – STARTING WITH A 161 TICKET NUMBER

3.1. WHY HAVE I NOT RECEIVED MY REFUND WHICH I APPLIED FOR BEFORE LOCKDOWN OR WHY MAY I NOT APPLY FOR A REFUND?
Comair will unfortunately not be in a position to make any refunds in respect of tickets purchased prior to 5th May 2020, for flights originally scheduled to be flown up to 30th November 2020. Customers who have purchased such tickets for flights operated by Comair became creditors of the company when the company commenced business rescue proceedings on 5 May 2020. This includes customers who had refunds pending at the time.

As communicated on various occasions during these business rescue proceedings, customers were given the options to remain a creditor and be treated as such in terms of the business rescue plan, retain the value of the unused ticket for future travel or forfeit the value of the ticket.

As reflected in the adopted business rescue plan (table 1, clause 5.3.3.), concurrent creditors are projected to be paid 1-2 cents for every rand owed to them. However, customers who are listed in Annexure B of the business rescue plan as creditors and who subsequently want to change their election to retaining the value of their unused ticket/s, should e-mail creditorclaims@comair.co.za and provide their booking reference or ticket number to facilitate this change being actioned.

3.2. WHEN CAN I BOOK AND FLY USING THE VALUE OF MY UNUSED TICKET ON KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR) THAT WAS CANCELLED BETWEEN 14 MARCH AND 30 NOVEMBER 2020?
Customers who have purchased kulula.com or British Airways (operated by Comair) flight tickets (ticket number starting with 161) for departure between 14 March and 30 November 2020 and who have elected to retain the value of their bookings, or where customers did not make any election, will be able to use the unused ticket value for future travel. This value will be allocated to a kulula Travel bank account, which can be used to pay, or part pay for a future flight booking with kulula.com from 11 January 2021 to 30 November 2021. The value of unused flight tickets (ticket number starting with 161) booked outside of South Africa, will be valid for travel from 11 January 2021 to 30 April 2022.

3.3. HOW WILL I ACCESS THE UNUSED VALUE OF MY TICKET?
If you have an existing Travel bank account you will need to email TBcredit@kulula.com. and provide your unique kulula ID, as well as the original ticket number OR booking reference OR flight details (flight number, date of travel, routing and traveller’s name/surname), which will be used to facilitate the Travel bank credit process. Your kulula Travel bank account will then be credited with the value of your unused ticket. Customers who don’t have an existing Travel bank account, will need to create a kulula ID on kulula.com and then follow the same process by emailing the required information to TBcredit@kulula.com.

3.3.1. CAN I CALL THE CONTACT CENTRE TO FACILITATE THIS PROCESS FOR ME?
Comair is experiencing some high call volumes. To assist us in facilitating the Travel bank credit process as swiftly as possible, we urge customers to email TBcredit@kulula.com. and provide their unique kulula ID, as well as the original ticket number OR booking reference OR flight details (flight number, date of travel, routing and traveller’s name/surname).

3.3.2. HOW LONG BEFORE I RECEIVE MY CREDIT IN MY TRAVEL BANK ACCOUNT?
Due to system and operational constraints, facilitating the Travel bank process can take up to 8 weeks to reflect. We thank you for your patience and ongoing support.

3.3.3. COULD I USE MY CREDIT IN MY TRAVEL BANK ACCOUNT FOR SOMEBODY ELSE?
Yes.

3.3.4. HOW LONG WILL MY TRAVEL BANK CREDIT BE VALID FOR?
The credit for your unused flight ticket in your Travel bank account will be valid as follows:

  • Tickets issued within South Africa 30 November 2021
  • Ticket issued outside of South Africa 30 April 2022

3.4. IF I WANT TO MAKE A BOOKING WITH KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR) WHEN BOOKINGS OPEN TO THE PUBLIC ON 9 NOVEMBER 2020, WHEN WILL I BE ABLE TO FLY?
Once the Travel bank account has been created and the credit has been allocated, customers can then log in with their kulula ID, search for a flight and use the Travel bank that will occur as a payment option to pay or part pay for a future flight booking with kulula.com from 11 January 2021 to 30 November 2021.

3.5. WHY CAN I NOT USE MY UNUSED KULULA.COM OR BRITISH AIRWAYS (OPERATED BY COMAIR) TICKET FOR TRAVEL IN DECEMBER 2020?
To ensure a smooth transition to resuming operations, Comair will be operating a limited schedule, with limited aircraft during December 2020. The aircraft will gradually return to service from mid-January 2021, with a seven-month ramp-up period until June 2021.

Considering the limited schedule and availability of flights, Comair will only be able to accommodate customers who are holding an unused ticket between 11 January 2021 and 30 November 2021.

4. CUSTOMERS HOLDING AN UNUSED RESERVATION WITH BRITISH AIRWAYS (OPERATED BY COMAIR) – STARTING WITH A 125 TICKET NUMBER

4.1. WHEN CAN I REBOOK MY UNUSED DOMESTIC TICKET ON BRITISH AIRWAYS (OPERATED BY COMAIR) STARTING WITH A 125 TICKET NUMBER THAT WAS CANCELLED BETWEEN 14 MARCH AND 30 NOVEMBER 2020?
Customers who have purchased British Airways (operated by Comair) flight tickets (ticket number starting with 125) for departure between 14 March and 30 November 2020 should refer to the British Airways ‘book with confidence commitment’ when making future bookings.

4.2. CAN I CHANGE MY ROUTE ON MY UNUSED 125 TICKET ON BRITISH AIRWAYS (OPERATED BY COMAIR)?
Yes. Customers who have purchased British Airways (operated by Comair) flight tickets for departure between 14 March and 30 November 2020 will be able to re-route and rebook their unused bookings for any flights with British Airways (operated by Comair).
Flight bookings are subject to availability and any difference in rates, fares and/or taxes will apply. You will not incur a change of booking fee when you make your new booking, however a change of booking fee may apply when making any further changes.

4.3. CAN I DO A NAME CHANGE TO MY BRITISH AIRWAYS (OPERATED BY COMAIR) BOOKING?
No. Unfortunately no name changes will be allowed.

5. GROUP BOOKINGS
Customer who have any queries with regards to group bookings (10 or more people) with kulula.com or British Airways (operated by Comair) can get into contact by using:

6. ANCILLARY PRODUCT(S)
Customers who purchased ancillary products, will need to call the Contact Centre to have these linked to their new bookings.


7. SAFETY & SECURITY


7.1 YOU HAVE NOT BEEN OPERATING FOR 8 MONTHS. ARE YOUR AIRCRAFT SAFE?
Comair is committed to providing a safe, secure, reliable, and quality airline service to its customers and a strong culture of safety and security exists among all its employees. The safety and security of our customers and crew/staff is our priority and is never compromised.

Our pilots and cabin-crew are highly trained, and they have all recently gone through their required training to ensure they meet the necessary regulatory and industry standards.

The company’s safety record is internationally recognised.

8. COVID-19 REGULATIONS
 


8.1. 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.

8.2. WHAT HAVE YOU IMPLEMENTED IN THE SLOW LOUNGES TO PROTECT CUSTOMERS FROM COVID-19?

8.2.1. LOUNGE HYGIENE
Hygiene has always been a foremost priority for us in delivering our world-class hospitality services. In light of the recent outbreak of COVID-19, we have taken additional pre-cautionary 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, is being 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 units at all of our reception desks to assist our guests with maintaining hand hygiene.
  • 4. Staff Re-Training
    All lounge staff members are in the process of completing a re-training course to maintain our commitment to hygiene.

8.2.2. LOUNGE CATERING
We are temporarily operating as a “liquid lounge”; in response to the COVID-19 pandemic, we have taken a decision to temporarily suspend our usual buffet offering in favour of an altered menu of pre-packaged items, including individual condiment sachets (salt/ pepper/ honey/ sugar). Our standard barista service will remain in operation, while refrigerated bottled and canned beverages will still be available on a self-service basis. Knives, forks and spoons have been replaced with disposable equivalents and we have increased the availability of paper serviettes and cups.

8.2.3. WASHROOMS
We are switching from cotton hand towels, to paper hand towels in our washrooms

8.2.4. LIVING LIBRARY/ PERIODICALS/ MAGAZINES/ NEWSPAPERS
We have temporarily removed our Living Library, newspapers and magazines 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.

8.2.5. AMANI SPA
We will be suspending our Amani Spa offering until further notice.

8.3. 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.


8.4. 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 mask in the airport building and onboard is mandatory. Children under the age of 2 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.

8.5. 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.

8.6. CAN I BRING MY OWN HAND SANITIZER ONBOARD WHEN I TRAVEL?
Yes. You are more than welcome to bring your own hand sanitizer 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.

8.7. ARE THERE ANY PRECAUTIONS I CAN TAKE TO PROTECT MYSELF AND OTHERS FROM COVID-19?
WWe 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 sanitizers 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.

8.8. 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. We recommend customers contact the local authorities for the latest updates ahead of any international travel.

  • 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.