Frequently Asked Questions
Table of Contents
- Where are your offices located & what are your working hours?
- When are you starting your new routes and where will you be flying to?
- Why do you charge for baggage and how much are you charging?
- Why do your fares change?
- How can I find out the latest available fares?
- How do I pay using Mobile Money?
- Can I change my ticket online and pay for all the charges online?
- Do I need my ID when flying with fastjet?
- Do you offer connections with other flights?
- Is it safe to fly with fastjet?
- Do you offer on-board refreshments?
- Do you carry cargo?
- Can I pre-book my preferred seat?
- Are pre-booked seat charges refundable and if so, who do I need to contact?
- I am travelling to South Africa with my child. What do I need to consider?
- What documents do travellers to South Africa need?
1. Where are your offices located & what are your working hours?
You can find a full list of all fastjet offices and working hours here.
2. When are you starting your new routes and where will you be flying to?
Our international expansion is continuing - after launching international routes between Dar es Salaam and Johannesburg, Lusaka, Harare, Entebbe and Nairobi, we have our sights firmly set on expansion across Africa. New routes will be announced on our website, Facebook, Twitter, Instagram and through Tanzanian news and radio. If you'd like to keep up to date with our expansion plans and be the first to know about new routes please sign up to our newsletter.
3. Why do you charge for baggage and how much are you charging?
Unlike full service carriers that price in baggage, frequent flyer benefits and extras like refreshment for all passengers whether you choose to use it or not, fastjet’s low-cost model strips out all of the unnecessary costs from our fares to provide the best possible price. This allows passengers to add services when or if they only need them.
You can travel with only one item of hand baggage, which is free. If this is too big to fit our baggage gauges then you will need to check it in as hold baggage.
Please see our fees and charges for further information.
4. Why do your fares change?
The cost of travel depends on the demand for seats and as each one is sold the price of the remaining seats available increases.
With exception only to peak season travel periods, such as Christmas, booking early often avoids high demand for seats and prices are initially low. Booking closer to departure will mean that fewer seats are available and therefore demand is significantly higher.
5. How can I find out the latest available fares?
All of our latest fares are available on the web fastjet.com offering a wide choice of fares and travel dates.
Those who do not have access to a desktop computer, you can also use your mobile phone as the perfect tool for researching our flights and fares at our mobile screen fitted website.
6. How do I pay using Mobile Money?
Mobile Money is available in Tanzania, Kenya and Uganda, and it works just like paying your electricity bill!
Follow these steps to pay for fastjet flights by Mobile Money:
- After selecting your flights and any of our travel extras you should carefully enter in all details for passengers flying on your booking.
- Then you select ‘Pay now by Mobile Money’ out of four payment options.
- Confirm you’ve read and agree the company's terms and conditions before pressing next to go to the payment page.
- Once you've clicked 'next' you have 15 minutes to pay for your booking. Make sure you have sufficient money on your Mobile Money account to make the payment within this time limit.
- Please select from which country the payment will be made.
- Once you've selected the country, the mobile payment options for that country are shown, and clicking on each will reveal the appropriate payment instructions of that operator.
- You will receive an SMS containing a confirmation code from the Mobile Money provider.
- Enter this confirmation code together with your mobile number and click 'complete'.
In the event that full payment has not been received at the time of booking your booking may be cancelled and your fare is subject to change. Once payment in full is received fastjet will confirm your booking and send your ticket by email.
7. Refunds on Mobile Money
If, in the event of disruption, fastjet has agreed a partial or full refund this will be made as a payment to your mobile account to the equivalent value of the flight to be refunded.
8. Can I change my ticket online and pay for all the charges online?
Flight changes can be done through 'manage my booking' online via fastjet.com if you are paying by credit card. If you don't wish to pay for your changes by credit card, changes can only be accepted upon presentation of cash payment at any of the fastjet offices or at the travel agent where you purchased your ticket.
9. Do I need my ID when flying with fastjet?
You will need your ID card when flying domestically within Tanzania. If you are flying internationally, e.g. to South Africa, Zimbabwe, Zambia, Uganda and Malawi, you will be required to bring your passport.
10. Do you offer connections with other flights?
We offer customers the option to book connecting flights through our main base in Dar es Salaam Airport. A connecting flight, for example from Harare to Kilimanjaro, you will travel on two different flights with different flight numbers. You will first fly from Harare to Dar es Salaam, where you will disembark the aircraft. You then have to make yourself known at the 'Transfer desk' where a representative will guide you through the airport to your second flight from Dar es Salaam to Kilimanjaro.
Connecting flights give you a couple advantages:
- The reservation system at www.fastjet.com looks for the best connecting options. Simply select your preferred travel routes and dates, and the reservation system will do the rest.
- Both sectors of the connecting flight can be booked at once on one booking reference number.
- You will only pay taxes for the first segment of the connection.
- You will only pay for the baggage once.
- Fastjet will ensure that passengers who book a connecting flight arrive to their final destination. In the case of delays, fastjet will accommodate passengers on the next available flight free of charge (please see our Terms & Conditions for more information).
Please be aware that a connecting flight and a direct flight are two different things. For example, the flight from Dar es Salaam to Entebbe is a direct flight, but it has one stop in JRO. Passengers will stop in JRO on the way, but they will remain on the aircraft. The whole flight has the same flight number.
11. Is it safe to fly with fastjet?
On all our flights, safety is fastjet's top priority, as is the health and safety of all our crew and passengers. This is why fastjet flies modern jet aircraft - currently a fleet of five Airbus A319s - operating under international standards of safety and technology, able to carry up to 156 passengers and our highly trained cabin and flight crew on each flight and using only world-class suppliers for engineering and maintenance.
As an environmentally responsible airline, fastjet flies modern jets with high density configurations and no business or first class. As a result for this, fastjet has the lowest carbon footprint of any of our peers in East Africa.
12. Do you offer on-board refreshments?
Fastjet offers a full in-flight snack menu on board for an additional fee to keep you refreshed on board our domestic and international flights. Hot, cold and alcoholic drinks are available as is a selection of sweet and savoury snacks. View a full menu and price list
13. Do you carry cargo?
Yes, fastjet can also carry your cargo. Fastjet Cargo operates in partnership with BidAir Cargo, who are Africa's leading cargo agents. For more information, or to make a cargo booking, contact Rubab Shariff at BidAir: rubabs(at)bidaircargo.com
14. Can I pre-book my preferred seat?
Yes, on all our fastjet flights you have the option to pre-select your seat at a small cost when you book online or through our Call Centre. We offer extra legroom seats at a cost of US$ 10 as well as rapid exit seats from US$ 6 and all other seats at a cost of US$ 3.
15. Are pre-booked seat charges refundable and if so, who do I need to contact?
Allocated seat fees are generally non-refundable. In the unlikely event we cancel your flight for which you have chosen allocated seating, you will however be entitled to a full refund of charges paid or the transfer of your seat booking to the nearest available seat. Please contact our Call Centre at +255 784 108 900 for assistance.
16. I am travelling to South Africa with my child. What do I need to consider?
As of the 1st of June 2015, South Africa introduces a significant policy change with regards to travelling with children and unaccompanied minors. If you are travelling with children you will be required to produce an unabridged birth certificate for each child under the age of 18. If you fail to produce this upon check-in, we unfortunately won’t be able to let you board any fastjet flight to and from South Africa. You may travel with a certified copy of the unabridged birth certificate, which has been certified as a true copy of the original by a Commissioner of Oaths.
17. What documents do travellers to South Africa need?
Along a valid yellow fever certificate and your passport you will need to bring the following if you are
a) ...one parent travelling with a child:
A: An unabridged birth certificate and:
(i) consent in the form of an affidavit from the other parent registered as a parent on the birth certificate of the child authorising him or her to enter into or depart from the Republic with the child he or she is travelling with;
(ii) a court order granting full parental responsibilities and rights or legal guardianship in respect of the child, if he or she is the parent or legal guardian of the child; or
(iii) where applicable, a death certificate of the other parent registered as a parent of the child on the birth certificate; Provided that the Director-General may, where the parents of the child are both deceased and the child is travelling with a relative or another person related to him or her or his or her parents, approve such a person to enter into or depart from the Republic with such a child.
b) ...an adult travelling with a child who is not his/her biological child:
(i) a copy of the unabridged birth certificate of the child;
(ii) an affidavit from the parents or legal guardian of the child confirming that he or she has permission to travel with the child;
(iii) copies of the identity documents or passports of the parents or legal guardian of the child; and
(iv) the contact details of the parents or legal guardian of the child, Provided that the Director-General may, where the parents of the child are both deceased and the child is travelling with a relative or another person related to him or her or his or her parents, approve such a person to enter into or depart from the Republic with such a child.
c) ...an unaccompanied minor:
(i) proof of consent from one of or both his or her parents or legal guardian, as the case may be, in the form of a letter or affidavit for the child to travel into or depart from the Republic: Provided that in the case where one parent provides proof of consent, that parent must also provide a copy of a court order issued to him or her in terms of which he or she has been granted full parental responsibilities and rights in respect of the child;
(ii) a letter from the person who is to receive the child in the Republic, containing his or her residential address and contact details in the Republic where the child will be residing;
(iii) a copy of the identity document or valid passport and visa or permanent residence permit of the person who is to receive the child in the Republic; and
(iv) the contact details of the parents or legal guardian of the child.
Exchange rates used for local pricing at 11th of November 2015: US$1 = TZS 2,200; ZAR 14; UGX 4,000; ZMW 14, MWK 600, KES 110.