Contact Us
Support details
- Customer support (Mon–Fri, 09:00–17:00 SAST)
- Email: support@flightmateza.co.za
- Phone: +27 11 357 0876
We aim to respond to emails within 1 business day. Messages received after hours are handled on the next business day.
Contact Us
Contact Flight Mate Leisure Travel (FMLT)
We’re here to help South African travellers book with confidence. If you need assistance with a booking, changes, refunds, baggage or travel tips, reach out using the details below.
The fastest way to get help
For existing bookings
- FMLT/partner order ID (from your confirmation email)
- Airline booking reference (PNR) if available
- Passenger full name(s) as per ID/Passport
- Route & travel dates (e.g., JNB → CPT, 14–18 Dec)
- A short description of what you need (change, cancellation, baggage add-on, name correction, invoice, etc.)
- Proof/attachments (e.g., schedule change email, medical note, visa decision) if relevant
The fastest way to get help
For existing bookings
- FMLT/partner order ID (from your confirmation email)
- Airline booking reference (PNR) if available
- Passenger full name(s) as per ID/Passport
- Route & travel dates (e.g., JNB → CPT, 14–18 Dec)
- A short description of what you need (change, cancellation, baggage add-on, name correction, invoice, etc.)
- Proof/attachments (e.g., schedule change email, medical note, visa decision) if relevant
Urgent travel (within 48 hours)
- Use the airline’s Manage Booking tool with your PNR for time-critical changes and same-day issues.
- If you’re already at the airport, go to the airline desk for immediate rebooking/baggage assistance.
- Then email support@flightmateza.co.za with details so we can follow up on fare rules or post-issue support.
What we can help with
- Flight changes & refunds — We’ll explain your fare rules (change fees, fare difference, refundability) and process what’s possible via the issuing partner.
- Baggage & seats — Add a bag or choose seats where the fare/airline allows (fees may apply).
- Name corrections — Some fares allow minor corrections (e.g., typo). Major name changes usually require re-issue.
- Tickets & invoices — We can resend confirmations, ticket numbers and tax invoices from the issuing partner.
- Hotel bookings — Help with cancellation windows, deposit/pre-authorisation questions and property policies.
- Packages — Clarify flight + hotel rules and how changes affect each component.
- General guidance — Visa signposts, peak-season travel tips, baggage basics and airport know-how.
Note: As a comparison platform, some bookings are completed with trusted partners. We’ll liaise with them on your behalf and keep you informed.
Important policies
Flight changes & refunds
- Options depend on the fare brand you bought (e.g., Light vs Flex) and the airline’s rules.
- Change fees + fare difference may apply. Some low-cost fares are non-refundable.
- If the airline makes a schedule change or cancels, alternative options are typically provided by the airline/issuing partner.
Baggage
- Adding a checked bag later is often possible and cheaper before airport check-in.
- Lost or damaged baggage must be reported at the airport to the airline within their time limits (keep your Property Irregularity Report).
Hotels
- Free cancellation depends on the room rate selected; note the deadline date/time.
- Pay at property rates may require a card guarantee and can include local levies payable at check-in.
- Some properties place a pre-authorisation hold for incidentals (released by your bank after checkout).
Name details & documents
- Enter passenger names exactly as per ID/Passport.
- Minor typos may be fixable (fees apply).
- Some airlines require passport validity of 6+ months and return/onward travel—check before you buy.
Partnerships, media & careers
Accessibility & alternate formats
If you need an accessible format or assistance submitting documents, email support@flightmateza.co.za and tell us what you need—we’ll help.
Our details (NAP)
Flight Mate Leisure Travel (FMLT)
Company reg no: 2022 / 693477 / 07
Email: support@flightmateza.co.za
Phone: +27 11 357 0876
Hours: Mon–Fri 09:00–17:00 SAST
Privacy: /privacy-policy/ Terms: /terms/
FAQ (quick answers)
How do I change my flight?
Use your airline PNR in Manage Booking for urgent day-of-travel changes. For other cases, email us with your order ID and what you’d like to change—we’ll confirm fees and options.
Can I get a refund?
Refunds depend on your fare rules. Promotional “Light/Basic” fares are often non-refundable. Schedule-change or cancellation by the airline may unlock alternatives; we’ll advise based on the case.
Can I add baggage after booking?
Usually yes. Adding online before check-in is typically cheaper than airport rates.
Why is my card charged by a partner?
Some bookings are issued by a trusted partner—your statement may show their name. Your confirmation email lists the merchant.
Where do I find my booking reference (PNR)?
It’s shown on your e-ticket/confirmation—usually a 6-character code of letters/numbers.