Based on recent customer reviews, Fly CemAir draws sharp criticism for last-minute flight cancellations, especially on Kimberley, East London, Margate and Maun routes, followed by refunds quoted at six to twelve weeks. Passengers describe little or no notification, repeated tarmac delays, unanswered emails, mishandled or delayed luggage and ageing cabins with torn seats. Praise does exist, mostly for the pet-in-cabin and rescue dog flights, warm check-in and cabin crew, and complimentary snacks and drinks, suggesting strong frontline staff undermined by operational and communication failures.
TrustIndex
2.6
NPS Score
-40
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Fly CemAir
What do customers say about Fly CemAir?
Based on recent customer reviews, Fly CemAir draws sharp criticism for last-minute flight cancellations, especially on Kimberley, East London, Margate and Maun routes, followed by refunds quoted at six to twelve weeks. Passengers describe little or no notification, repeated tarmac delays, unanswered emails, mishandled or delayed luggage and ageing cabins with torn seats. Praise does exist, mostly for the pet-in-cabin and rescue dog flights, warm check-in and cabin crew, and complimentary snacks and drinks, suggesting strong frontline staff undermined by operational and communication failures.
Is Fly CemAir trustworthy?
Fly CemAir has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 37 reviews in the last 12 months. Hellopeter has tracked Fly CemAir across 631 total reviews. How is the TrustIndex calculated? →
Recent reviews (37)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2016
CemAir’s Cancellation Policy Is Unfair, and the Customer Service Is Extremely Disappointing
Title: CemAir’s Cancellation Policy Is Unfair, and the Customer Service Is Extremely Disappointing My experience with CemAir (FlyCemAir) has been extremely disappointing, and I would think twice before booking with this airline again. I booked a flight from OR Tambo International Airport to Kimberley for approximately R1,600. Due to circumstances completely beyond my control, I had to cancel my flight. I understand that different ticket categories have different terms and conditions, but the way CemAir has handled this situation is unacceptable. Initially, I was informed that my ticket type did not qualify for a refund. I was then advised to request a flight voucher, valid for 12 months, and was told that I had 24 hours to cancel my flight. I attempted to resolve the matter a full week before departure, only to be informed that I was no longer eligible for a voucher and that the only amount I could recover was my airport taxes, totalling a mere R74. This means that I stand to lose approximately R1,526 of my hard-earned money for a flight I will not be using, despite making an effort to address the situation in advance. Quite frankly, I feel as though CemAir is taking my money without offering me any reasonable alternative. I am not demanding that the airline simply hand my money back regardless of its terms and conditions. I am asking for a fair and practical solution. If a cash refund is not possible under the ticket conditions, why can CemAir not offer me a voucher for the value of my unused ticket, allowing me to book another flight with CemAir on a different date within the next 12 months? That way, CemAir would retain my business, and I would not lose virtually the entire value of a flight I can no longer take. Instead, I am being told that I can only receive R74 in airport taxes, while the remainder of my ticket value is effectively lost. What makes this situation even more frustrating is that I have booked my return flight with Airlink, travelling from Kimberley to OR Tambo International Airport — the exact same route and airports. When I contacted Airlink regarding my return flight, they were willing to assist by keeping my flight on hold and allowing me to travel on another date within a 12-month period. Consider that for a moment: I have two airlines involved in the same journey, dealing with the same unforeseen circumstances, yet one has offered me a practical alternative while the other appears unwilling to offer anything meaningful beyond R74 in airport taxes. I understand that airlines have different policies and ticket conditions. However, this experience demonstrates that there are alternative ways of assisting customers when circumstances change. Airlink’s willingness to accommodate me has made CemAir’s refusal to offer a comparable solution even more disappointing. The customer service experience made matters worse. After several attempts to contact CemAir, I eventually spoke to a representative over the phone whose attitude I found extremely rude and unhelpful. When I asked whether she could escalate the matter to her supervisor, she informed me that she was the supervisor herself. When I requested escalation to management, I was told to email the customer relations department because management was unavailable. The only solution offered was a voucher for R74 in airport taxes. There was no meaningful attempt to find a compromise, no alternative that would preserve the value of my ticket, and no willingness to consider a voucher that I could use for another CemAir flight. My concern is not simply about a refund. It is about fairness, customer care and the complete lack of flexibility in finding a reasonable solution. I am a paying customer who is trying to resolve a genuine problem. Offering a voucher for a future flight would allow CemAir to retain the revenue and potentially secure another booking from me, while giving me the opportunity to use the service I have already paid for. Instead, I am left feeling that my money is simply being forfeited, with virtually nothing in return. I would like CemAir management to review my case personally and reconsider this outcome. I believe a voucher for the value of my unused ticket, valid for 12 months, would be a reasonable compromise and a far better reflection of customer-focused service. Based on this experience, I cannot recommend CemAir to others. The contrast with Airlink has been particularly disappointing and has significantly affected my confidence in CemAir as an airline. CemAir, your cancellation policy may be written into your terms and conditions, but that does not mean there should be no room for customer care or a reasonable compromise. I am not asking for special treatment; I am asking for a fair solution. At this stage, I have lost confidence in your service, and I would be reluctant to book with you again. I sincerely hope your management takes this complaint seriously and demonstrates that customer satisfaction matters beyond the initial sale of a ticket.
1 reviews | Active since May 2016
CemAir’s Cancellation Policy Is Unfair, and the Customer Service Is Extremely Disappointing
Title: CemAir’s Cancellation Policy Is Unfair, and the Customer Service Is Extremely Disappointing My experience with CemAir (FlyCemAir) has been extremely disappointing, and I would think twice before booking with this airline again. I booked a flight from OR Tambo International Airport to Kimberley for approximately R1,600. Due to circumstances completely beyond my control, I had to cancel my flight. I understand that different ticket categories have different terms and conditions, but the way CemAir has handled this situation is unacceptable. Initially, I was informed that my ticket type did not qualify for a refund. I was then advised to request a flight voucher, valid for 12 months, and was told that I had 24 hours to cancel my flight. I attempted to resolve the matter a full week before departure, only to be informed that I was no longer eligible for a voucher and that the only amount I could recover was my airport taxes, totalling a mere R74. This means that I stand to lose approximately R1,526 of my hard-earned money for a flight I will not be using, despite making an effort to address the situation in advance. Quite frankly, I feel as though CemAir is taking my money without offering me any reasonable alternative. I am not demanding that the airline simply hand my money back regardless of its terms and conditions. I am asking for a fair and practical solution. If a cash refund is not possible under the ticket conditions, why can CemAir not offer me a voucher for the value of my unused ticket, allowing me to book another flight with CemAir on a different date within the next 12 months? That way, CemAir would retain my business, and I would not lose virtually the entire value of a flight I can no longer take. Instead, I am being told that I can only receive R74 in airport taxes, while the remainder of my ticket value is effectively lost. What makes this situation even more frustrating is that I have booked my return flight with Airlink, travelling from Kimberley to OR Tambo International Airport — the exact same route and airports. When I contacted Airlink regarding my return flight, they were willing to assist by keeping my flight on hold and allowing me to travel on another date within a 12-month period. Consider that for a moment: I have two airlines involved in the same journey, dealing with the same unforeseen circumstances, yet one has offered me a practical alternative while the other appears unwilling to offer anything meaningful beyond R74 in airport taxes. I understand that airlines have different policies and ticket conditions. However, this experience demonstrates that there are alternative ways of assisting customers when circumstances change. Airlink’s willingness to accommodate me has made CemAir’s refusal to offer a comparable solution even more disappointing. The customer service experience made matters worse. After several attempts to contact CemAir, I eventually spoke to a representative over the phone whose attitude I found extremely rude and unhelpful. When I asked whether she could escalate the matter to her supervisor, she informed me that she was the supervisor herself. When I requested escalation to management, I was told to email the customer relations department because management was unavailable. The only solution offered was a voucher for R74 in airport taxes. There was no meaningful attempt to find a compromise, no alternative that would preserve the value of my ticket, and no willingness to consider a voucher that I could use for another CemAir flight. My concern is not simply about a refund. It is about fairness, customer care and the complete lack of flexibility in finding a reasonable solution. I am a paying customer who is trying to resolve a genuine problem. Offering a voucher for a future flight would allow CemAir to retain the revenue and potentially secure another booking from me, while giving me the opportunity to use the service I have already paid for. Instead, I am left feeling that my money is simply being forfeited, with virtually nothing in return. I would like CemAir management to review my case personally and reconsider this outcome. I believe a voucher for the value of my unused ticket, valid for 12 months, would be a reasonable compromise and a far better reflection of customer-focused service. Based on this experience, I cannot recommend CemAir to others. The contrast with Airlink has been particularly disappointing and has significantly affected my confidence in CemAir as an airline. CemAir, your cancellation policy may be written into your terms and conditions, but that does not mean there should be no room for customer care or a reasonable compromise. I am not asking for special treatment; I am asking for a fair solution. At this stage, I have lost confidence in your service, and I would be reluctant to book with you again. I sincerely hope your management takes this complaint seriously and demonstrates that customer satisfaction matters beyond the initial sale of a ticket.
1 reviews | Active since May 2025
CemAir refusal compensation after emotional stress and turmoil of flight cancellation
Complaint Against CemAir – Refusal to Offer Fair Compensation and cancellation of initial flight without warning. I am extremely disappointed with CemAir's handling of my situation and its refusal to offer any reasonable compensation. CemAir cancelled our original flight without notifying me directly. The cancellation email was sent to my partner, who booked the tickets, while I only received a WhatsApp message advising me of alternative flights. Initially, the alternative offered was after 8:30 pm, and we were later given the option of a morning flight. CemAir did arrange replacement tickets for us. Unfortunately, on the morning of the replacement flight, I experienced a family emergency that required me to return home urgently. I was already in the check-in queue when I had to leave. The following morning, I contacted CemAir to request a refund or a reasonable solution. Today, I asked whether they would consider offering me a return ticket to Durban as a gesture of goodwill. I made it clear that I was flexible with dates and times and would gladly accept a flight with available empty seats. Despite my willingness to accommodate their schedule, CemAir refused to assist me or offer any compensation. I understand that I missed the replacement flight, but I believe there should be room for compassion and reasonable customer service, particularly given the disruption caused by the original cancellation and the family emergency I experienced. I am not demanding a specific flight or time. I am simply asking CemAir to consider a reasonable goodwill gesture rather than dismissing my request outright. I am bringing this matter to HelloPeter because I believe customers deserve to be treated fairly and with understanding. I hope CemAir will reconsider its position and find a reasonable solution.
1 reviews | Active since May 2025
CemAir refusal compensation after emotional stress and turmoil of flight cancellation
Complaint Against CemAir – Refusal to Offer Fair Compensation and cancellation of initial flight without warning. I am extremely disappointed with CemAir's handling of my situation and its refusal to offer any reasonable compensation. CemAir cancelled our original flight without notifying me directly. The cancellation email was sent to my partner, who booked the tickets, while I only received a WhatsApp message advising me of alternative flights. Initially, the alternative offered was after 8:30 pm, and we were later given the option of a morning flight. CemAir did arrange replacement tickets for us. Unfortunately, on the morning of the replacement flight, I experienced a family emergency that required me to return home urgently. I was already in the check-in queue when I had to leave. The following morning, I contacted CemAir to request a refund or a reasonable solution. Today, I asked whether they would consider offering me a return ticket to Durban as a gesture of goodwill. I made it clear that I was flexible with dates and times and would gladly accept a flight with available empty seats. Despite my willingness to accommodate their schedule, CemAir refused to assist me or offer any compensation. I understand that I missed the replacement flight, but I believe there should be room for compassion and reasonable customer service, particularly given the disruption caused by the original cancellation and the family emergency I experienced. I am not demanding a specific flight or time. I am simply asking CemAir to consider a reasonable goodwill gesture rather than dismissing my request outright. I am bringing this matter to HelloPeter because I believe customers deserve to be treated fairly and with understanding. I hope CemAir will reconsider its position and find a reasonable solution.
1 reviews | Active since Aug 2015
Excellent Service and experience.
My wife and I flew from George to Durban this past weekend and experienced top drawer hospitality and service. I don't use Cemair as a rule however after this experience it will become my airline of choice and will get my travel department to do all our bookings on Cemair.
1 reviews | Active since Aug 2015
Excellent Service and experience.
My wife and I flew from George to Durban this past weekend and experienced top drawer hospitality and service. I don't use Cemair as a rule however after this experience it will become my airline of choice and will get my travel department to do all our bookings on Cemair.
1 reviews | Active since Oct 2022
Great airline from Margate to your destination
Hats off for Cemair. Booked 3 trips and enjoyed top hospitality from the crew. Punctional on time and the Pilots the best. Thanks guys. As always my first choice, best choice.
1 reviews | Active since Oct 2022
Great airline from Margate to your destination
Hats off for Cemair. Booked 3 trips and enjoyed top hospitality from the crew. Punctional on time and the Pilots the best. Thanks guys. As always my first choice, best choice.
1 reviews | Active since Jul 2014
A fantastic experience by Cemair!
Excellent service received from Cemair from the check-in desk to the onboard services. Great selection of snacks and drinks on board… with little snack extras. Bags out quickly on the other side. A very pleasant flight from start to end!
1 reviews | Active since Jul 2014
A fantastic experience by Cemair!
Excellent service received from Cemair from the check-in desk to the onboard services. Great selection of snacks and drinks on board… with little snack extras. Bags out quickly on the other side. A very pleasant flight from start to end!
1 reviews | Active since Sept 2026
Unreliable!!
Went to airport to book a flight in person with my animal. Paid for flight to fly out on Monday, got cancellation and request to fly on Tuesday, that got cancelled too on Tuesday and I lost favour that we ever have a flight. Wors, worst experience EVER!!!!
1 reviews | Active since Sept 2026
Unreliable!!
Went to airport to book a flight in person with my animal. Paid for flight to fly out on Monday, got cancellation and request to fly on Tuesday, that got cancelled too on Tuesday and I lost favour that we ever have a flight. Wors, worst experience EVER!!!!
1 reviews | Active since Feb 2025
Mishandling and Complete Lack of Communication Regarding Pet Travel
I am extremely disappointed with CemAir’s handling of an incident involving their Pet Travel service, and even more frustrated by how my complaint has been managed since. On 5 August, my two dogs were confirmed to travel unaccompanied on a 14:05 CemAir flight. Their feeding, prescribed travel medication and transport were all planned around this confirmed departure time. When I arrived at the airport to check them in, I was informed for the first time that their flight had been moved to 15:40. I had received absolutely no communication from CemAir advising me of this change. By this point, my dogs had already been medicated for their original departure time and my husband was waiting with them in the car. The CemAir desk contacted Magda from Pet Travel, who told me that she had not received communication regarding the flight change either. The initial solution offered to me was to leave my already-medicated dogs in their carriers until the later flight. Taking into account check-in, the delayed departure, flight time and collection, this could have resulted in them spending approximately seven hours in their carriers. I found this suggestion completely unacceptable. I asked for my husband and me to be placed on the same flight so that we could manage the dogs ourselves. I was initially told this would cost approximately R2,500 per person. I then had to specifically ask Magda to escalate the matter to a manager and find an appropriate solution. Only after I insisted on this was the fare reduced to approximately R1,600 per person. I subsequently submitted a formal complaint and requested that CemAir Customer Relations investigate and manage the matter. CemAir has now acknowledged IN WRITING that a system error occurred, that the flight-change notification was not successfully transmitted, that I was not informed of the change, and that this was a CemAir communication failure which I could not reasonably have been expected to identify or rectify. Despite admitting this, their response largely focuses on their right to make operational schedule changes and the fact that my dogs were ultimately transported. This completely misses the point. I have never disputed CemAir’s right to change a flight time. The issue is that CemAir FAILED TO TELL ME. I arrived at the airport relying on confirmed arrangements, with two dogs already medicated for travel, and was then left to deal with the consequences of an admitted CemAir system and communication failure. I requested meaningful compensation and suggested that, at a minimum, refunding the dogs’ flight costs would be a reasonable gesture given the circumstances. This has effectively been dismissed because the dogs were ultimately transported. What is now making the situation even more frustrating is the way my complaint is being handled. I specifically requested that Customer Relations take over the matter, particularly because part of my complaint relates to how Magda from Pet Travel handled the incident at the airport. Customer Relations has been copied into the correspondence, yet I have still not received a response directly from them. Instead, Magda, the same Pet Travel representative whose handling of the incident forms part of my complaint, continues to respond to and manage the complaint. How is that an appropriate escalation process? I have now again requested that Customer Relations or an appropriately senior representative independently review the matter and respond to me directly. I have also asked CemAir to confirm whether their current response represents their final position if they are unwilling to escalate it internally. This is not simply a complaint about a delayed flight. It is about an admitted failure to communicate a change affecting animals booked through their Pet Travel service, an unacceptable proposed solution at the airport, a lack of proactive assistance, and now a failure to properly escalate the complaint when specifically requested. CemAir has acknowledged that the communication failure was theirs. What I am still waiting for is for someone within Customer Relations to actually take ownership of it and provide a meaningful resolution.
1 reviews | Active since Feb 2025
Mishandling and Complete Lack of Communication Regarding Pet Travel
I am extremely disappointed with CemAir’s handling of an incident involving their Pet Travel service, and even more frustrated by how my complaint has been managed since. On 5 August, my two dogs were confirmed to travel unaccompanied on a 14:05 CemAir flight. Their feeding, prescribed travel medication and transport were all planned around this confirmed departure time. When I arrived at the airport to check them in, I was informed for the first time that their flight had been moved to 15:40. I had received absolutely no communication from CemAir advising me of this change. By this point, my dogs had already been medicated for their original departure time and my husband was waiting with them in the car. The CemAir desk contacted Magda from Pet Travel, who told me that she had not received communication regarding the flight change either. The initial solution offered to me was to leave my already-medicated dogs in their carriers until the later flight. Taking into account check-in, the delayed departure, flight time and collection, this could have resulted in them spending approximately seven hours in their carriers. I found this suggestion completely unacceptable. I asked for my husband and me to be placed on the same flight so that we could manage the dogs ourselves. I was initially told this would cost approximately R2,500 per person. I then had to specifically ask Magda to escalate the matter to a manager and find an appropriate solution. Only after I insisted on this was the fare reduced to approximately R1,600 per person. I subsequently submitted a formal complaint and requested that CemAir Customer Relations investigate and manage the matter. CemAir has now acknowledged IN WRITING that a system error occurred, that the flight-change notification was not successfully transmitted, that I was not informed of the change, and that this was a CemAir communication failure which I could not reasonably have been expected to identify or rectify. Despite admitting this, their response largely focuses on their right to make operational schedule changes and the fact that my dogs were ultimately transported. This completely misses the point. I have never disputed CemAir’s right to change a flight time. The issue is that CemAir FAILED TO TELL ME. I arrived at the airport relying on confirmed arrangements, with two dogs already medicated for travel, and was then left to deal with the consequences of an admitted CemAir system and communication failure. I requested meaningful compensation and suggested that, at a minimum, refunding the dogs’ flight costs would be a reasonable gesture given the circumstances. This has effectively been dismissed because the dogs were ultimately transported. What is now making the situation even more frustrating is the way my complaint is being handled. I specifically requested that Customer Relations take over the matter, particularly because part of my complaint relates to how Magda from Pet Travel handled the incident at the airport. Customer Relations has been copied into the correspondence, yet I have still not received a response directly from them. Instead, Magda, the same Pet Travel representative whose handling of the incident forms part of my complaint, continues to respond to and manage the complaint. How is that an appropriate escalation process? I have now again requested that Customer Relations or an appropriately senior representative independently review the matter and respond to me directly. I have also asked CemAir to confirm whether their current response represents their final position if they are unwilling to escalate it internally. This is not simply a complaint about a delayed flight. It is about an admitted failure to communicate a change affecting animals booked through their Pet Travel service, an unacceptable proposed solution at the airport, a lack of proactive assistance, and now a failure to properly escalate the complaint when specifically requested. CemAir has acknowledged that the communication failure was theirs. What I am still waiting for is for someone within Customer Relations to actually take ownership of it and provide a meaningful resolution.