Your Essential Guide to Passenger Rights on South African Coaches, Trains and Flights

Operators like Intercape and Greyhound have specific terms and conditions that govern their services.

Key Passenger Rights:

• Ticket Validity: Your ticket is valid only for the specified route, date, and time. Ensure all details are correct to avoid issues during boarding.
• Luggage Allowance: Luggage is typically limited to 80x60x60 cm and 25 kg. Overloading can lead to fines or refusal of transport.
• Safety Standards: Operators must provide adequate, clean, secure, and well-managed public transport facilities, including stops, ranks, and termini.
• Passenger Conduct: Smoking, alcohol consumption, and drug use are prohibited on board. Passengers must adhere to the operator's code of conduct to ensure a safe environment for all.
• Overloading: Passengers have the right to request that the driver not exceed the number of passengers permitted in the vehicle. Overloading is not only unsafe but also illegal.

In Case of Issues:

• Delays or Cancellations: If your bus is delayed or cancelled, operators are generally not required to provide compensation. However, it's advisable to contact the operator directly for assistance.
• Safety Concerns: In the event of safety issues or misconduct by staff, passengers should report the incident to the operator's customer service or relevant authorities.

Passenger Rights:

• Duty of Care: PRASA and Metrorail have a legal obligation to ensure that trains, railway lines, stations, and rail infrastructure are safe and in good condition.
• Compensation for Injuries: If you are injured due to negligence on the part of the operator, you may be entitled to compensation. It's essential to report the incident and seek legal advice promptly.
• Safety Measures: Operators must ensure that train doors are always closed while the train is in motion and that only the doors facing the platform open when the train stops at a station.

In Case of Issues:

• Accidents or Injuries: Report any accidents or injuries to the train conductor and seek medical attention immediately. Document the incident and contact a legal professional if necessary.
• Delays or Cancellations: While compensation policies for delays or cancellations are not explicitly outlined, passengers should contact PRASA or Metrorail customer service for assistance.

Passenger Rights:

• Flight Delays and Cancellations: If your flight is delayed for more than four hours, you may be entitled to compensation, including a refund, free replacement flight, or up to R20,000 in compensation.
• Denied Boarding: If you're denied boarding due to overbooking, airlines must provide compensation, which may include a refund or rebooking on the next available flight.
• Assistance During Delays: Airlines are required to provide assistance during long delays, including meals, refreshments, and accommodation if necessary .

In Case of Issues:

• Report Immediately: Notify the airline staff of any issues as soon as they arise. Keep all documentation, including boarding passes and receipts.
• Seek Compensation: If eligible, submit a claim for compensation through the airline's customer service or relevant regulatory bodies.

Understanding your rights as a passenger in South Africa can help ensure a safer and more comfortable journey, whether you're travelling by bus, train, or plane. Always stay informed and proactive to protect your interests during your travels.

Are you also interested in other topics relating to long-distance coach travel? You can find many more articles on booking, passenger rights and more on the overview page of our blog. There you will find the following articles, among others: