Computicket now refuses refugee permit holders from booking tickets — discriminatory policy change

On 14 October 2025, I lodged a formal complaint with Computicket after discovering that Somali refugees, who have for years been able to book bus and flight tickets within South Africa using valid refugee permits, were suddenly being denied this service.

Historically, bookings were made successfully at Computicket kiosks in Shoprite and Checkers stores, particularly at Shoprite Mayfair, without any issue. However, after a recent system update, the system now only allows bookings using South African IDs or passports, effectively blocking recognized refugees from accessing this essential service.

I initially contacted Computicket via email on 14 October 2025, and received a series of inconsistent responses from their representative, Fiona:

At first, I was told that bookings via permits are no longer possible and that customers should contact airlines directly.

When I asked for clarity, I was informed that this change was due to unspecified “foreign legislations.”

When pressed further, Fiona could not identify which legislation brought about this change, and her responses reflected uncer*****y and lack of understanding of the issue.

This is deeply concerning, as refugee permits are recognized legal documents under South African law and should be accepted for domestic travel bookings. The inability to process these bookings amounts to ************** and creates unnecessary barriers for legally recognized refugees who depend on this service.

I requested that the matter be escalated to someone senior who could provide a definitive and legally accurate explanation, but as of 18 October 2025, no meaningful response has been received.

To date, Computicket has failed to clarify:

1. Which legislation supposedly prohibits bookings via refugee permits;

2. Why this restriction has only recently been introduced; and

3. Whether the same rule applies to concert or event tickets purchased with refugee permits.

This new system or policy change is unfair, discriminatory, and inconsistent with South African refugee laws that recognize the right to freedom of movement and access to services.

I urge Computicket and Shoprite Holdings to:

Immediately review and rectify this exclusionary policy;

Restore booking functionality for recognized refugee permit holders; and

Provide a clear public explanation of why this restriction was introduced.

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Desired Outcome:

1. Reinstatement of the ability for recognized refugee permit holders to book tickets at Computicket kiosks;

2. Formal apology from Computicket/Shoprite for the confusion and discriminatory treatment;

3. Clear written confirmation of the company’s official policy regarding refugee permits.