We’ve compiled a list of frequently asked questions to help you get the answers you need.
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 10 448 0888 – South Africa
+263 86 77 00 60 60 – Zimbabwe
3. What’s the difference between ValueFlyer fares and FlexiFlyer fares?
Our ValueFlyer fares are kept as low as possible by limiting the baggage allowance and flexibility of these tickets.
Our FlexiFlyer fares offer flexibility, additional baggage and more benefits.
|*Changes to flight||Free||Charges apply|
|Checked baggage (23 kg)||2||1|
|**Airport lounge access||Yes||No|
|Seat selection||Free||Charges apply|
|Hand baggage (7 kg)||1||1|
|Light snack on board||Yes||Yes|
*If the changes to the original booking result in a higher fare, the difference in fare will be charged to both ValueFlyer and FlexiFlyer bookings.
** This service is available for departures from Harare, Bulawayo, Victoria Falls and Johannesburg.
4. Why do your fares change?
Our fare 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.
5. 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.
If your dates are flexible, you can use our CALENDAR VIEW to see the lowest fares for the entire month.
By selecting the SEARCH 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.
7. 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.
8. How much do you charge for infants to travel?
Parents travelling with infants (younger than two (2) years old) on their laps pay 10% of the adult fare. 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.
9. 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.
10. 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 SEARCH button to continue and our latest fares, flights, dates and times of travel will be displayed. Alternatively, use our CALENDAR VIEW to find the lowest rates for your selected travel months. You can also contact our Call Centre for help.
11. 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. If your travel dates are flexible, use our CALENDAR VIEW to ensure you get the lowest fare for your preferred month of travel.
12. 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.
13. 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 manager will direct them to visit www.fastjet.com, contact fastjet or to drop by a fastjet sales office.
14. How many people can fastjet aircraft seat?
The number of travellers on any given flight depends on the aircraft. Across our routes, fastjet operates Embraer E145 aircraft with a seating capacity of up to 50 passengers. These aircraft offer space saving retractable panels in the overhead compartments, and the choice of either a window or aisle seat.
15. 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.
16. Does fastjet have Interline agreements in place?
Yes, fastjet has an interline agreement with Emirates Airline and Qatar Airline. It ensures that Emirates Airline and Qatar 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 and Qatar Airlines GDS sales channels.
17. 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.
18. 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.
19. 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].
1. Can you pre-book your preferred seat?
Yes, on all fastjet flights you have the option to pre-select your seat at an extra charge. ValueFlyer fares do not include a free seat selection but 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. Our FlexiFlyer fares include a free seat selection so don’t forget to secure your seat when you make your FlexiFlyer booking.
2. What should you do when the ticket you booked was not received?
3. 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.
4. 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.
5. 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 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.
6. 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.
7. 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.
8. 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.
Our ValueFlyer fares include one (1) piece of Checked Baggage weighing up to 23 kg and a snack. This is in addition to one (1) piece of hand luggage and a laptop or handbag.
Our FlexiFlyer fares include two (2) pieces of Checked Baggage weighing up to 23 kg each and one (1) piece of hand luggage. A snack is also included in this fare.
Should your piece of hand luggage exceed seven (7) kg you will be required to check it in and pay an additional fee. Should your Checked Baggage 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.
1. How many pieces of Checked Baggage can I add to my booking?
Guests can purchase a maximum of one (1) additional piece of Checked Baggage on board our flights. Each piece of Checked Baggage cannot exceed 23 kg. Any additional Checked Baggage that is not included in your fare will be charged for. Sports equipment and musical instruments are considered Checked Baggage and are interchangeable with either your included Checked Baggage allowance or can be added as an additional piece of Checked Baggage.
ValueFlyers already have one (1) piece of Checked Baggage included in their fare and can add one (1) more piece of Checked Baggage to their bookings. FlexiFlyers have two (2) pieces of Checked Baggage included in their fare and can add another one (1) piece to their booking.
2. How much do you charge for extra baggage?
Your cabin baggage is free provided it does not exceed Seven (7) kg and 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, or book our FlexiFlyer fare which includes two (2) pieces of Checked Baggage. For more information view the Baggage section.
3. Can I change my ticket online and pay for it?
FlexiFlyer tickets can be changed up to one (1) hour prior to departure without having to pay a change fee. Our ValueFlyer tickets can also be changed but a change fee will apply. For both fares, the same class will need to be booked. If the class is no longer available, a higher class will be booked and the difference in fare will be charged.
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.
4. 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.
5. 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 on our ValueFlyer fares. View our Fees and Charges section to see these amounts. To avoid paying change fees and enjoy flexibility, we recommend you book our FlexiFlyer fares which can be changed without paying administration costs. For more information on how to cancel or change your booking, click here.
1. When will fastjet add new routes and where will you be flying to?
Fastjet’s route expansion is ongoing. After launching international routes between Johannesburg, Harare and Victoria Falls, 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. 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).
2. How many daily flights does Fastjet have to Johannesburg?
Right now, fastjet flies up to four (4) times daily from Harare to Johannesburg and seasonally 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).
3. Where does fastjet announce route launches?
1. 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
2. Which credit cards does fastjet accept?
Fastjet accepts Visa and MasterCard credit or debit cards.
3. 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.
4. 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.
1. 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.
2. 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.
3. 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).
4. 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.
5. 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.
6. 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.
7. 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.
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.
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.
8. 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.
9. Does fastjet offer student discounts?
As fastjet offers the best possible fares for everyone, the airline does not offer students discounts on tickets.
10. Does fastjet offer refreshments on board?
Yes, Guests can look forward to a complimentary snack on board our flights.
11. 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].
12. 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.
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.
13. 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.
14. 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 at the discretion of fastjet. 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.
15. 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.
If the delay or cancellation of a flight is beyond our control, known as Extraordinary Circumstances*, fastjet will not refund Guests, rebooking assistance will be provided subjected prescribed fare rules and fare differences.
* Extraordinary Circumstances means circumstances beyond Our reasonable control, whether foreseeable or not, which prevents Us from performing Our services. These circumstances, without limitation include, acts of God, meteorological events such as storms, rain, wind, fog, flooding, heat, earthquakes, haze, cyclones or volcanic eruption and unexpected flight safety shortcomings. It also includes without limitations government actions, disturbances or potentially volatile international conditions, civil unrests, terrorist and security alerts, riots, embargoes, wars or hostilities - whether actual, threatened or reported, strike action, work stoppage, slowdown, lockout or any other labour related disputes involving or affecting our service, mechanical difficulties, Air Traffic Control, the inability to obtain fuel, airport gates, labour or landing facilities for the flight in question or any fact not reasonably foreseen, anticipated or predicted by the airline or any other causes, circumstances or contingencies beyond Our control which hinder or prevent the performance by Us and Our obligations under these Terms and Conditions.
NEW PRODUCT ATTRIBUTES:
1) Does fastjet offer Dedicated Check-In?
Yes! Fastjet has recently introduced new benefits for FlexiFlyer Guests on select routes. This service offers FlexiFlyer Guests with a dedicated check-in service and a reduced waiting period.
2) Tell me more about the Airport Lounge Services?
FlexiFlyer Guest can sit back, relax, and enjoy the amenities in select airport lounges in the Harare, Bulawayo, Victoria Falls and Johannesburg airports.
3) What is Priority Boarding?
Upon commencement of boarding, a special announcement shall be made for FlexiFlyer Guests to move to the front of the queue. Priority boarding offers FlexiFlyer Guests an opportunity to board first and settle into their seats in comfort ahead of other Guests.
It is noted that the benefits of Priority Boarding shall remain subject to the airport facilities and or constraints and other environmental factors at each station.