We’ve compiled a list of frequently asked questions to help you get the answers you need.

GENERAL ENQUIRIES:

 

1. Where are your offices located, and what are your work hours?

Because fastjet operates in five African countries we have multiple offices with differing work hours. You can find these addresses and work hours via www.fastjet.com. Scroll to the bottom right-hand side of our site and click the Customers Service & Help Centre link under Contact.

 

2. What are your Call Centre numbers?

+258 21 244069 /66 – Mozambique

+27 10 500 2560 – South Africa

+255 784 108 900 – Tanzania

+263 86 77 00 60 60 – Zimbabwe

+260 211 253 064 5 – Zambia

 

3. Why do your fares change?

Our airfare options are subject to availability at the time of booking. Flights departing during holiday peak seasons and over weekends are typically in higher demand than those departing during mid-week or off-peak season.  The time of the flight and optional extras selected by each passenger can also affect the cost. We suggest you book in advance to take advantage of our lowest airfare options.

 

4. How do I find the latest available fares?

Our latest fares are available online at www.fastjet.com. We do at times display special offers directly under the booking mechanism. If we’re not running a promotion, you can find the best deal on fastjet flights to your destination by entering your flight details (departure and return dates) into our reservation system. By selecting the BOOK button the page will populate with our latest available fares on the dates you entered. If you do not have access to a desktop computer, you can use your smartphone to easily search flights and fares. Alternatively contact our Call Centre.

 

6. Do I need my ID when flying with fastjet?

Yes, when travelling domestically or internationally we do require some form of identification. Fastjet accepts your ID, passport or driver’s licence as proof of identity. Please note that when travelling internationally fastjet requires that Guests present a valid passport and all other documentation necessary for travel to the destination. If travelling with children (under the age of 18 years old) to South Africa, an unabridged birth certificate is required. For more information visit the Proof of Identification and Visa section.

 

Please note that should you arrive at the check-in counters without the required documentation you will not be allowed to board, and as a result you will miss your flight. In this instance, the cost of your flight is non-refundable or in accordance with the terms and conditions of the airfare purchased. Take care to ensure that prior to your flight you are familiar with our rules and regulations, including the closure of our flights for check-in and boarding.

 

6. Why do I have to pay taxes on top of the quoted fare?

Taxes are imposed by government, the operator of an airport or other authorities, and are in addition to the cost of the fare quote. Our fares include VAT and Taxes. For more information, visit our Terms and Conditions section.

 

7. How much do you charge for infants to travel?

Parents travelling with infants (younger than two (2) years old) on their laps pay $10 per infant. For safety reason, fastjet does not accept infants two (2) weeks and younger for travel. For more information about travelling with children, visit our Family Travel section.

 

8. How much do you charge for children to fly?

Children two (2) years and older are not allowed to travel on their parent’s lap. They require their own seat and as such will be charged the standard fare quoted at time of booking. For more information about travelling with children, visit our Family Travel section.

 

9. How do you find out the fare amount for a specific route of travel?

The cost of fastjet fares is dependent on the date and time of travel. To see our latest fares, simply enter your flight details (departure and return dates, and destination) into our reservation portal on the landing page of www.fastjet.com.  Select the BOOK button to continue and our latest fares, flights, dates and times of travel will be displayed. Alternatively contact our Call Centre for help.

 

10. How can you find the cheapest/lowest price flight when booking your ticket?

With fastjet, the earlier you book the lower the cost of the fare. The closer you book your flight to the departure date the higher the fare.

 

11. Why can’t the quoted fare be seen when booking your flight?

The website displays the lowest available fares. If the quoted rate can't be seen, you may have missed the opportunity to purchase the cheapest tickets. Remember, the earlier you book the cheaper the fare.

 

12. Why when requested, does fastjet not quote fares on any fastjet social media platforms?

We are unable to quote a fixed fare, as each fare will differ due to departure date, time, any extras purchased for your flight as well as the availability on the selected flight. To ensure Guests get a personalised fare, our social media manger will direct them to visit www.fastjet.com, to contact our sales office on +255 784 108 900 or to drop by a fastjet sales office.

 

13. How many people can fastjet aircraft seat?

The number of travellers on any given flight depends on the aircraft. In Tanzania, fastjet operates two Embraer E190 aircraft – each seating up to 140 passengers. It offers a spacious interior with the choice of either a window or aisle seat. There are no rails under the seat allowing Guests to stretch their legs when needed. 

 

Across all other routes, fastjet operates three Embraer E145 aircraft – each seat up to 50 passengers. These aircrafts offer space saving retractable panels in the overhead compartments, and the choice of either a window or aisle seat.

 

14. Why do you change your flight schedules?

Fastjet will occasionally change flight schedules due to demand on routes or seasonal changes. To have the most up-to-date information at your fingertips, sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com) or follow us on social media.

 

15. Does fastjet have Interline agreements in place?

Yes, fastjet has an interline agreement with Emirates Airline. It ensures that Emirates Airline passengers can access fastjet's growing route network across East and southern Africa. Fastjet tickets can be booked and purchased via Emirates Airline’s GDS sales channels. 

 

16. Does fastjet have a Loyalty/Frequent Flyer Program?

Fastjet believes that the best way to reward loyalty is to always offer affordable fares and deliver excellent service. Were the airline to implement a loyalty card scheme, it would result in an increase of fastjet’s overall costs. As such, for the foreseeable future there is no intention to implement a Loyalty or Frequent Flyer Program.

 

17. When do fastjet tickets go on sale?

If you want to hear about fastjet sales or promotions first, sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com) or follow fastjet on social media. Fastjet is active on Facebook, Twitter and Instagram.

 

18. Can you apply for a job at fastjet?

Yes you can. If you love the airline industry and would like to work at fastjet, kindly email your CV along with any other supporting documents to [email protected].

 

BOOKING ENQUIRIES:

 

19. Can you pre-book your preferred seat?

Yes, on all fastjet flights you have the option to pre-select your seat at an extra cost. You can book and pay for it online via www.fastjet.com, through the Call Centre or at fastjet Shops. Fastjet offers extra legroom seats at a slightly higher cost. Visit the Fees and Charges section to view these amounts.

 

20. How do you book a flight in Zambia?

For your convenience, you can book your fastjet flight online via www.fastjet.com, or through the Call Centre on +260 211 253 064/5. Alternatively, if you are in the area, drop by fastjet Zambia’s sales offices at the Intercontinental Hotel or at Kenneth Kaunda International Airport in Lusaka.  

 

21. What should you do when the ticket you booked was not received?

If this happens, please immediately contact the fastjet Call Centre. You can also email [email protected] or visit your nearest fastjet shop.

 

22. What should you do when you receive an error message while trying to book your fastjet ticket?

Fastjet request that you first try refreshing the page. If you're still having problems, contact the fastjet Call Centre.

 

23. How do you book a ticket with fastjet?

Booking your fastjet ticket couldn’t be simpler. Visit the How to book your ticket online section for a step-by-step instructional guide to using fastjet’s online reservation system. You can also contact the fastjet Call Centre or visit your nearest fastjet shop.

 

24. Can you make a last minute booking?

You certainly can book at short notice. Please remember that your booking is only confirmed once payment is received. There is a time limit in which you need to pay for your fastjet flight.

 

  • If you book a flight departing in seven (7) or more days, you must pay for the flight within 48 hours of receiving your booking confirmation.
  • If you book a flight departing in the next 24 hours/day, you must pay for the flight within 6 hours of receiving your booking confirmation.
  • If you book a flight departing on the same day, you must pay for the flight within two (2) hours of receiving your booking confirmation.
  • If you book a flight departing in two (2) hours you will need to make payment immediately. Unfortunately, you cannot select the pay later option.

 

If you are unable to pay for the flight in the specified time, you will lose your ticket and a new booking will need to be made. Please understand that the original price may no longer be available and you may need to book a higher fare. Fastjet has created an easy step-by-step video to booking your flight online via www.fastjet.com.  You can also contact the fastjet Call Centre or visit your nearest fastjet shop.

 

25. Can you pay for your fastjet ticket using mobile phone?

Yes, you can book and pay for your fastjet flight using mobile money. If you encounter any difficulties while booking online at www.fastjet.com, contact the Call Centre – a fastjet sales representative will be more than happy to assist you with booking your flight.

 

26. Why do I receive an error when booking dates far in advance?

Although fastjet encourages Guests to book early, if you receive a booking error you may be a little too early! Tickets for the selected season haven’t been released yet. Sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com) and fastjet will let you know when your preferred flight period is available.

 

27. Does fastjet send tickets even if you are not based in Africa?

You can book a fastjet ticket from anywhere in the world. Fastjet will e-mail or SMS your booking confirmation number to you. Show this number to the check-in staff at the airport. They’ll then give you your boarding pass.

 

28. What should you do if you in error double booked yourself on a flight?

Errors do happen. In this instance, please immediately contact our sales team via the Call Centre or visit your nearest fastjet office within 24 hours from time of booking to sort this out.

 

FEES AND CHARGES:

 

On every fastjet flight you are given one (1) checked bag weighing up to 23 kg and a snack. This is in addition to one (1) piece of hand baggage and a laptop or handbag. Should your hand baggage exceed seven (7) kg you will be required to check it in and pay an additional fee. Should your checked bag exceed 23 kg it will be classified as excess weight and you will be charged a small fee for each additional kg. Visit the Fees and Charges section to view these costs.  

 

29. Can I change my ticket online and pay for it?

If you paid for your fastjet flight using a credit card, flight changes can be done through Manage my Booking. To pay for these changes with cash, you will need to drop by a fastjet shop or the Travel agent you purchased your ticket through.

 

30. Are pre-booked seat charges refundable and if so, who do I need to contact?

Allocated seat fees are non-refundable. In the unlikely event that your fastjet flight is cancelled, and you booked and paid for seating, you will be entitled to a full refund. Alternatively, we will transfer your seat booking to the nearest available seat on the new flight. Please contact our Call Centre for assistance.

 

31. How much does it cost to make changes or cancel your booking?

Fastjet understands that life happens and there are times when Guests need to change their flight date or time. As a result, we charge some of the lowest administration costs in the industry. View our Fees and Charges section to see these amounts. For more information on how to cancel or change your booking, click here.

 

32. How much do you charge for extra luggage?

Your hand baggage is free provided it does not exceed the allowed dimensions of 55 x 35 x 20 cm. If it does, it will need to be checked in as checked baggage and you will be charged a standard extra bag fee. View this cost on the Fees and Charges section. If you know you will be travelling with a bag that exceeds these dimensions, then pre-book it as checked baggage as it is more cost-effective. For more information view the Baggage section.

 

ROUTE ENQUIRIES:

 

33. When will fastjet add new routes and where will you be flying to?

Fastjet’s international expansion is ongoing. After launching international routes between Dar es Salaam and Lusaka, Harare and Victoria Falls, Harare and Bulawayo, fastjet plans to expand across Africa. The airline recently opened up travel within Mozambique. New routes will be announced on the website, Facebook, Twitter and Instagram, and through Tanzanian news and radio stations. For the latest information on expansion plans, and to be the first to know about new routes, sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com).

 

34. Does fastjet offer connecting flights?

Yes, fastjet Guests may choose connecting flights via Dar es Salaam or Harare airports. Options available include travel from Harare via Dar es Salaam to Kilimanjaro or Victoria Falls via Harare and more. Enquire at fastjet’s counter where our friendly staff will guide you to find your connecting flight with ease.

 

35. What are the advantages of connecting flights?

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. 

 

  • Taxes due will only be due for the first segment of the connection.
  • Payment for baggage will be a single payment for both sectors.
  • Should you experience any delays on the first sector of a two-sector (fastjet routing only)  fastjet will accommodate you on the next available flight at no cost – see the Terms and Conditions for more information.

 

36. Do you still fly to and from Mbeya?

Yes, fastjet currently operates flights to Dar es Salaam from Mbeya. Visit the Plan Your Flight section to find the latest information on fastjet routes and travel destinations.

 

37. How many daily flights does Fastjet have to Johannesburg?

Right now, fastjet flies up to four times daily from Harare to Johannesburg and up to twice weekly between Victoria Falls and Johannesburg. The intention is to soon increase this number. To be the first to hear about route launches and increased flight frequency, sign up to the fastjet newsletter (located in the bottom right-hand corner of www.fastjet.com).

 

38. Where does fastjet announce route launches?

To be the first to hear about route launches, sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com) or follow fastjet on Facebook, Twitter or Instagram.


 

PAYMENT ENQUIRIES:

 

39. What are fastjet’s payment options and how long do you have to pay before the booking is cancelled?

Fastjet gives you the option to pay now or to pay later. If you select the pay later option, the time in which you have to pay will depend on the departure date of your flight. Visit the How to pay for your ticket section for more information.

 

You can pay for your fastjet flight using

  • Credit card or debit card
  • Mobile Money, and
  • Cash at a fastjet shop or at fastjet appointed travel agent. There is an administration fee of $5.

 

40. Can I pay using Mobile Money and how do I?

Yes, you can pay for your fastjet flight using Mobile Money. It is available in Tanzania, Kenya and Uganda, and it works just like paying your electricity bill! Follow these easy steps to pay for fastjet flights by Mobile Money:

  1. After selecting your flights and any travel extras, carefully enter flight details of any other passengers flying on your booking.
  2. Then select Pay now by Mobile Money.
  3. Confirm you’ve Read and agree to the company's terms and conditions before pressing Next to go to the payment page.
  4. Once you've clicked Next you have 15 minutes to pay for your booking.
    Make sure you have sufficient funds in your Mobile Money account to make the payment within this time limit.
  5. Please select from which country the payment will be made.
  6. Once you've selected the country, the mobile payment options for that country are shown.
    Clicking on each will reveal the appropriate payment instructions of that operator.
  7. You will receive an SMS containing a confirmation code from the Mobile Money provider.
  8. Enter this confirmation code together with your mobile number and click Complete.
  9. If the full payment due has not been received within the time limit given, your booking will be cancelled. All new bookings will be subject to available seats and new airfare charges.
  10. Once payment is received in full, fastjet will confirm your booking and send your booking confirmation to you via email. Please double check that your contact mobile number and e-mail address is correct.

 

Please note that in the event of accidental payment, an automatic refund is processed without charge by our mobile money provider Pesapal.

 

41. How do I get a refund on Mobile Money?

If fastjet cancels or fails to operate a flight, provided you paid via Mobile Money, you will be refunded in full. It will be made as a payment to your mobile account to the same value.  Please note that if the flight fails to operate as a result of a strike, airport closure, weather and more, a refund will not be given. Visit the Delays and Cancellations section for more information.

 

42. Which credit cards does fastjet accept?

Fastjet accepts Visa and MasterCard credit or debit cards.

 

43. How do I make a payment at one of fastjets Shops?

Simply drop in and pay for your flight using cash. Fastjet’s friendly and efficient staff are always ready to assist. You can also use your credit or debit card at certain stores; however, you might as well then pay for your booking online via www.fastjet.com.

 

44. What do I do if I can't pay within the booking reservation time limit?

If you are unable to pay for your flight within the time limit, the booking will be cancelled at no cost to you. Unfortunately, fastjet does not offer an extension on a booking reservation. You can rebook the flight. Please understand in this instance the original fare booked may no longer be available and you may have to book a higher priced fare. Everything you need to know can be found in the Terms and Conditions section.

 

45. Does fastjet offer refreshments on board?

Yes we do. Guests can look forward to a snack on board all flights. If this doesn’t satisfy your hunger and thirst, fastjet does offer a buy-on-board service in Mozambique, South Africa and Zimbabwe. You can view the fastjet menu here. Please remember to bring cash with you on board in order to pay for your purchases.

 

46. Where do I purchase my ticket if I reside in Zambia?

If you live in Zambia you can purchase your fastjet tickets

  • via the website
  • by contacting the Call Centre on +260 211 253064/5, or
  • in person at Voyagers Zambia (a fastjet partner). You'll find them at 17 Arusha Street, Ndola, Zambia.

 

TRAVEL ENQUIRIES:

 

47. How many seats are priced cheaply on fastjet flights?

There are many different seat prices on any given flight. Normally, the earlier in advance you book your flight, the greater access to cheaper fares.

 

48. Does fastjet ever offer complimentary tickets to Guests?

Fastjet generally does not give away complimentary tickets. The airline does, however, run regular competitions on the website.  To be the first to hear about promotions, competitions, and the latest news sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com) or follow fastjet on Facebook, Twitter or Instagram.

 

49. Can you book hotel accommodation through fastjet?

At this point in time fastjet does not give you the opportunity to book hotel accommodation. It is something that the airline is looking into. For the latest news and announcements follow fastjet on Facebook, Twitter or Instagram or sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com).
 

50. Does fastjet offer a Car Rental Service and, if so, how much does it cost?

Currently fastjet does not offer Guests the option to rent a car, but it is something that the airline is looking into. For the latest news and announcements follow fastjet on Facebook, Twitter or Instagram or sign up to the newsletter (located in the bottom right-hand corner of www.fastjet.com).

 

51. What happens if you are late for your flight?

Unfortunately, fastjet does not delay flights due to late arrivals. As a result, if you are late for your flight you will not be allowed to board and you will forfeit the cost of your ticket. To avoid this happening, make sure that you arrive at the check-in desks no later than 40 minutes prior to the departure of your flight and at the boarding gates no later than 30 minutes prior to your flight departing.

 

52. What to do if you’ve lost your Flight Reference Number?

E-mail fastjet on [email protected]  with your full name and date of travel, and you will be given your flight reference number prior to your departure. Alternatively, you can contact our Call Centre for assistance.

 

53. Can women over eight (8) months or 35 weeks pregnant travel with fastjet?

No, for the safety of you and your unborn baby, fastjet does not allow women over eight (8) months pregnant to travel. If you are over 28 weeks pregnant, fastjet requires a certificate from your doctor confirming that you are able to fly and what the stage of your pregnancy is. The airline does accept certificates issued by midwives. If you are unable to provide the required documentation you will not be allowed to board.

  1. Single pregnancy

If you are only carrying one (1) baby you can fly with fastjet up to the end of your 35th week of pregnancy – including your return flight. Fastjet recommends that you consult your doctor before flying.

  1. Multiple pregnancy

If you are expecting more than one (1) baby, you may fly with fastjet up to your 32nd week of pregnancy – including your return flight. Fastjet recommends that you consult your doctor before flying.

Please read the Travelling while pregnant section for more information.

 

54. Is it safe to travel with fastjet?

The safety and security of all fastjet Guests, as well as the crew, is the airline’s top priority. On board you can look forward to a highly trained cabin and flight deck crew who consistently and attentively demonstrate fastjet safety standards – these are aligned with industry regulated standards. In addition, best practice in aircraft maintenance is supported by industry accredited aircraft maintenance service providers. Fastjet is also an environmentally-responsible airline, and as such flies modern jets which have a lower carbon footprint than older aircraft.

 

55. Does fastjet offer student discounts?

As fastjet offers the best possible fares for everyone, the airline does not offer students discounts on tickets.

 

56. Does fastjet offer refreshments on board?

Yes, on board all fastjet flights Guests can look forward to a bottle of water, tea or coffee and snack. If this doesn’t satisfy your hunger and thirst, fastjet does offer a buy-on-board service in Mozambique, South Africa and Zimbabwe. You can view the fastjet menu here. Please remember to bring cash with you on board in order to pay for your purchases.

 

57. Do you carry cargo?

Fastjet has a partnership with BidAir Cargo which ensures that the airline can offer its clients a cargo service. BidAir Cargo is Africa's leading cargo agent. For more information or to make a cargo booking, email [email protected].

 

58. What documents do travellers to South Africa need?

You will need to bring a valid yellow fever certificate and your passport. If you will be travelling with children, this is what you need to know.

  1. One (1) parent travelling with a child must bring
  1. An unabridged birth certificate.
  2. 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.
  3. 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
    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.
  1. An adult travelling with a child who is not his/her biological child must bring
  1. A copy of the unabridged birth certificate of the child.
  2. An affidavit from the parents or legal guardian of the child confirming that he or she has permission to travel with the child.
  3. Copies of the identity documents or passports of the parents or legal guardian of the child; and
  4. 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.
  1. An unaccompanied minor

PLEASE NOTE that fastjet does not accept unaccompanied minors for carriage. In all circumstances the booking must be made by someone who is 18 years or older (or the relevant age of majority in his/her country of residence). Should you not comply, the child will not be allowed to board, the booking will be forfeited, and no refund will be given. For children travelling within a group of ten (10) or more, additional Terms and Conditions set out in fastjet’s policies and requirements, and specifically the Group Terms and Conditions apply.

  1. Proof of consent from one (1) 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 (1) 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.
  2. 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;
  3. 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
  4. The contact details of the parents or legal guardian of the child.

 

59. Does fastjet allow Guests to travel with liquids and gels, and how much can be carried on board?

Fastjet allows Guests to carry liquids, aerosols and gels in containers of 100 ml or less. These do need to go through the security gate and can be subject to the discretion of the airport’s security. These items should all fit into a single transparent, re-sealable 20 x 20 cm bag. In total, each Guest can carry a maximum of 1,000 ml through security.

 

60. In the event of the death of a close family member or hospitalisation, does fastjet refund Guests?

Regrettably fastjet will not refund Guests who miss their flight as a result of a death or hospitalisation of a family member. We will provide assistance with changing the booking date, provided the change is requested prior to the departure date of the original booking.

 

In the event of a death of a booked Guest, a refund may be processed. A certified copy of the death certificate must be submitted along with the refund request. In the event of hospitalisation of a booked Guest, a medical certificate must be submitted along with the refund request.

 

61. Will fastjet refund my ticket or booking in the event of a flight delay or cancellation due to Force Majeure?

If the delay or cancellation of a flight is beyond our control, known as Force Majeure*, fastjet will not refund Guests.

*Force Majeure means any occurrence beyond the control of the airline including, but not limited to an act of God, war, riots, embargoes, and acts of terrorism, accidents, or any other causes, circumstances or contingencies beyond our control.