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.