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Cemair
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, Cemair receives overwhelmingly negative feedback across nearly every touchpoint. Customers consistently report chronic flight delays with poor communication, an extremely slow and costly refund process that can take months, lost or damaged baggage with no compensation, and rude or indifferent staff. The condition of aircraft is also questioned, with reports of torn seats and no air conditioning. Passengers feel the airline exploits its exclusive access to certain routes while offering service that does not justify its pricing. One positive review praised friendly cabin crew and complimentary refreshments.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-60
Recommended: Unlikely
Review Distribution
1.3|13 Reviews
May '25 - Apr '26
5(7.7%)
4(0%)
3(0%)
2(0%)
1(92.3%)
5(7.7%)
4(0%)
3(0%)
2(0%)
1(92.3%)
Frequently Asked Questions About Cemair
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (13)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Christa V
1 reviews | Active since Jan 2020
28 Dec 2025, 05:12
Cemair's lack of honest communication
On 27 December 2025 Cemair notified passengers at 9h30 that the 12h20 Jnb to Margate flight is delayed and will now depart at 14h00. No further communication from the airline except that the delay got longer and longer while passengers waited at the boarding gate. Eventually the promise was to depart at 16h00, and then (by this time it seems they could not land at Margate any more) the flight got diverted to Durban.. with the pathetic option af a bus to Margate. This bus would arrive in Margate earliest 19h00 after the original arrival time was 14h00. Now weather was being blamed with no reason given for the original delay that allowed tye weather to become the reason for delay. This airline does not value its clients and relies on the fact that they have exclusive access to some routes. I can fly to Durban with a more reliable carrier for 30% of the cost of a Cemair flight to Margate, but I elected to fly to Margate, only to be frustrated with lack of honest information and communication from Cemair. Avoid this airline whenever you have other options and expect the worst client service if you have to use them. Looking through their terms of service, it seems customers have no recourse for re embur*****t since the real reason for delays are not given.
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Christa V
1 reviews | Active since Jan 2020
28 Dec 2025, 05:12
Cemair's lack of honest communication
On 27 December 2025 Cemair notified passengers at 9h30 that the 12h20 Jnb to Margate flight is delayed and will now depart at 14h00. No further communication from the airline except that the delay got longer and longer while passengers waited at the boarding gate. Eventually the promise was to depart at 16h00, and then (by this time it seems they could not land at Margate any more) the flight got diverted to Durban.. with the pathetic option af a bus to Margate. This bus would arrive in Margate earliest 19h00 after the original arrival time was 14h00. Now weather was being blamed with no reason given for the original delay that allowed tye weather to become the reason for delay. This airline does not value its clients and relies on the fact that they have exclusive access to some routes. I can fly to Durban with a more reliable carrier for 30% of the cost of a Cemair flight to Margate, but I elected to fly to Margate, only to be frustrated with lack of honest information and communication from Cemair. Avoid this airline whenever you have other options and expect the worst client service if you have to use them. Looking through their terms of service, it seems customers have no recourse for re embur*****t since the real reason for delays are not given.
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Andrea B
1 reviews | Active since Jan 2020
11 Dec 2025, 08:45
Beware: Refunds Take 6–12 Weeks and Cost R506, even when THEY cancel your flight!
I am extremely disappointed with a booking we made through Travelstart with CemAir and feel it is important for other travellers to be aware of our experience. We purchased a ticket from Durban to Cape Town, only for the airline to cancel the flight. The alternatives they offered did not work for us, which meant we had to purchase a brand new ticket out of pocket. Annoying, but fine. Life happens. What is not fine is the refund process. Travelstart/CemAir sent us a refund link, but to activate it we are required to pay a R506 “processing fee” that is non refundable. Yes, you read that correctly. You must pay to get your own money back. To make matters worse, the refund then apparently takes six to twelve weeks to reflect back into your account. Twelve weeks!! Now imagine someone who saved every cent to send their child home for Christmas. CemAir cancels the flight, keeps the money, charges a fee to release the refund, and then takes up to three months to pay it back. That child would miss Christmas. This is not just inconvenient. It is unacceptable and completely unreasonable in 2025. Airlines cancel flights. That happens. But charging customers to access their own refund and making them wait months for their money is a shocking practice. CemAir needs to fix this, because it is simply not good enough.
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Andrea B
1 reviews | Active since Jan 2020
11 Dec 2025, 08:45
Beware: Refunds Take 6–12 Weeks and Cost R506, even when THEY cancel your flight!
I am extremely disappointed with a booking we made through Travelstart with CemAir and feel it is important for other travellers to be aware of our experience. We purchased a ticket from Durban to Cape Town, only for the airline to cancel the flight. The alternatives they offered did not work for us, which meant we had to purchase a brand new ticket out of pocket. Annoying, but fine. Life happens. What is not fine is the refund process. Travelstart/CemAir sent us a refund link, but to activate it we are required to pay a R506 “processing fee” that is non refundable. Yes, you read that correctly. You must pay to get your own money back. To make matters worse, the refund then apparently takes six to twelve weeks to reflect back into your account. Twelve weeks!! Now imagine someone who saved every cent to send their child home for Christmas. CemAir cancels the flight, keeps the money, charges a fee to release the refund, and then takes up to three months to pay it back. That child would miss Christmas. This is not just inconvenient. It is unacceptable and completely unreasonable in 2025. Airlines cancel flights. That happens. But charging customers to access their own refund and making them wait months for their money is a shocking practice. CemAir needs to fix this, because it is simply not good enough.
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Clayborne A
1 reviews | Active since Jan 2020
14 Nov 2025, 07:27
Missed Flight Due to Poor Processes and Zero Customer Care
This morning I missed my CemAir flight, not because I was late, but because the airline's flawed systems and indifferent staff left me stranded at the gate with no recourse. I arrived at the boarding gate at 6:45 AM – a full 15 minutes before the official 7:00 AM closure. Yet there was no staff present, no announcement, and no one to assist. The boarding area was chaotic, with passengers confused and no clear direction. CemAir expects customers to navigate a busy airport and still meet rigid cut-offs, but provides zero flexibility when their own processes fail. When I finally tracked down staff, their response was a cold: "Sorry, boarding is closed. You’ve lost your ticket." No apology. No effort to help. Instead, they were more focused on upselling me a new ticket at full price – after I’d already lost hundreds of rands on a non-refundable fare. This isn’t customer service; it’s punitive profiteering. I asked for proof of the final boarding call time – a reasonable request to verify their claim. Their reply? "It’ll take a while." No transparency. No urgency. Just deflection. CemAir’s policy might say “boarding closes 15 minutes prior,” but common sense and basic decency demand allowance when passengers are physically at the gate with time to spare. The plane hadn’t pushed back. The door wasn’t closed. There was still ample time to board – but CemAir chose rigidity over reason. This isn’t just about one missed flight. It’s about an airline that: Has no contingency for airport delays beyond their control Offers no support process for passengers caught in their system gaps Shows zero grace under pressure Prioritises revenue over responsibility I’m left out of pocket, frustrated, and deeply disappointed. CemAir didn’t just fail to get me on my flight – they failed at basic accountability. Until they fix their processes, improve staff training, and show real customer care, I cannot recommend them to anyone. CemAir, this is on you. Your systems failed. Your staff failed. And your refusal to own it is unacceptable.
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Clayborne A
1 reviews | Active since Jan 2020
14 Nov 2025, 07:27
Missed Flight Due to Poor Processes and Zero Customer Care
This morning I missed my CemAir flight, not because I was late, but because the airline's flawed systems and indifferent staff left me stranded at the gate with no recourse. I arrived at the boarding gate at 6:45 AM – a full 15 minutes before the official 7:00 AM closure. Yet there was no staff present, no announcement, and no one to assist. The boarding area was chaotic, with passengers confused and no clear direction. CemAir expects customers to navigate a busy airport and still meet rigid cut-offs, but provides zero flexibility when their own processes fail. When I finally tracked down staff, their response was a cold: "Sorry, boarding is closed. You’ve lost your ticket." No apology. No effort to help. Instead, they were more focused on upselling me a new ticket at full price – after I’d already lost hundreds of rands on a non-refundable fare. This isn’t customer service; it’s punitive profiteering. I asked for proof of the final boarding call time – a reasonable request to verify their claim. Their reply? "It’ll take a while." No transparency. No urgency. Just deflection. CemAir’s policy might say “boarding closes 15 minutes prior,” but common sense and basic decency demand allowance when passengers are physically at the gate with time to spare. The plane hadn’t pushed back. The door wasn’t closed. There was still ample time to board – but CemAir chose rigidity over reason. This isn’t just about one missed flight. It’s about an airline that: Has no contingency for airport delays beyond their control Offers no support process for passengers caught in their system gaps Shows zero grace under pressure Prioritises revenue over responsibility I’m left out of pocket, frustrated, and deeply disappointed. CemAir didn’t just fail to get me on my flight – they failed at basic accountability. Until they fix their processes, improve staff training, and show real customer care, I cannot recommend them to anyone. CemAir, this is on you. Your systems failed. Your staff failed. And your refusal to own it is unacceptable.
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Leon G
1 reviews | Active since Jan 2020
13 Oct 2025, 04:10
Cemair worst service
First the ground staff when I arrived at the King Shaka international there was nobody at the counters I didn't have any bags to check in and only needed my boarding pass and I informed the staff at the ticket sales to assist they were more interested in playing with their cellphones,I had to get my colleague to send me the boarding pass via what's app as my laptop battery was low,then the plane was delayed,we waited when we finally boarded it was a small plane,it was very hot we requested the Aircon to be turned on and after 20 mins the head air hostess informed me that she has requested this from the captain but he stated that if he switches the Aircon on then this will slower the plane and we need to make up for lost time,the entire flight the Aircon was off even though it was very hot.The air hostess served us sandwiches without even a serviette I requested a serviette from her and she was rude and stared to me she does not have any on her and stated she will bring to me but she never brought serviettes,she seemed disinterested in giving us serviettes or assisting anyone.We landed at about 16:40 and we were meant to land at 16:00 no update or apology from the captain or crew.
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Leon G
1 reviews | Active since Jan 2020
13 Oct 2025, 04:10
Cemair worst service
First the ground staff when I arrived at the King Shaka international there was nobody at the counters I didn't have any bags to check in and only needed my boarding pass and I informed the staff at the ticket sales to assist they were more interested in playing with their cellphones,I had to get my colleague to send me the boarding pass via what's app as my laptop battery was low,then the plane was delayed,we waited when we finally boarded it was a small plane,it was very hot we requested the Aircon to be turned on and after 20 mins the head air hostess informed me that she has requested this from the captain but he stated that if he switches the Aircon on then this will slower the plane and we need to make up for lost time,the entire flight the Aircon was off even though it was very hot.The air hostess served us sandwiches without even a serviette I requested a serviette from her and she was rude and stared to me she does not have any on her and stated she will bring to me but she never brought serviettes,she seemed disinterested in giving us serviettes or assisting anyone.We landed at about 16:40 and we were meant to land at 16:00 no update or apology from the captain or crew.
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DeWet B
1 reviews | Active since Jan 2020
11 Oct 2025, 07:05
Cemair sharks
If I could give them a 0 star I would. My flight from PE to JHB on the 10th of October 2025 got cancelled by apparently bad weather, which we did not have. All other flights had a delay but due other reasons if you do your homework. Cemair just did not wanted to compensate people for overnight accommodation and that is why they used bad weather as an excuse. I'm definitely taking it further.
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DeWet B
1 reviews | Active since Jan 2020
11 Oct 2025, 07:05
Cemair sharks
If I could give them a 0 star I would. My flight from PE to JHB on the 10th of October 2025 got cancelled by apparently bad weather, which we did not have. All other flights had a delay but due other reasons if you do your homework. Cemair just did not wanted to compensate people for overnight accommodation and that is why they used bad weather as an excuse. I'm definitely taking it further.
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Replies (0)BM
Brenda M
1 reviews | Active since Jan 2020
8 Oct 2025, 08:08
No Cutomer care from CemAir - shame on you!
Well, Cemair lost my suitcase for 5 days (of a 7 day trip). I have received no response after several attempts to communication with them around this. 1. Suitcase did not arrive with me at destination on Sunday 28/09/2025. 2. Monday 29/09/2025 - emailed info@cemair.co.za - no reply to date. 3. Wednesday 01/10/2025 - emailed george@cemair.co.za (point of origin) no reply to date. 4. Thursday 02/10/2025 - notified by ProFlight Zambia that suitcase was handed to them in JNB on Thursday am. I received the bag on Thursday pm in Lusaka. Still no communication from CemAir. 5. Web form completed on CemAir website (https://www.cemair.co.za/Contact-Us.html) on Monday 06/10/2025. Still no response. Good luck with hellopeter sharing this review with them!
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Brenda M
1 reviews | Active since Jan 2020
8 Oct 2025, 08:08
No Cutomer care from CemAir - shame on you!
Well, Cemair lost my suitcase for 5 days (of a 7 day trip). I have received no response after several attempts to communication with them around this. 1. Suitcase did not arrive with me at destination on Sunday 28/09/2025. 2. Monday 29/09/2025 - emailed info@cemair.co.za - no reply to date. 3. Wednesday 01/10/2025 - emailed george@cemair.co.za (point of origin) no reply to date. 4. Thursday 02/10/2025 - notified by ProFlight Zambia that suitcase was handed to them in JNB on Thursday am. I received the bag on Thursday pm in Lusaka. Still no communication from CemAir. 5. Web form completed on CemAir website (https://www.cemair.co.za/Contact-Us.html) on Monday 06/10/2025. Still no response. Good luck with hellopeter sharing this review with them!
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Simanyiwe B
1 reviews | Active since Jan 2020
30 Sept 2025, 19:00
Horrible service, no refund
I called to cancel my booking on 21/07 and they said my request has been logged, I will receive a refund within 21 days. When I had received no communication I decided to follow up on 21/08 to enquire about the outstanding refund. They responded asking for my proof of payment and banking details which I sent immediately. I followed up again on 26/08 to find out if the received my documents and the status of my refund request. The responded the same day saying the payment is with their accounts department for processing. I asked for an approximate waiting period but never received a response. On 25/09 I called to ask for an update (spoke to Dee) and they simply told me they cannot help me or give me any update because 'the line is long for EFT payment refunds' she then sent an email to the same email address I've been trying to reach out to and Cc'ed me. I never received any communication or my refund to date, it been over 2 months now.
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Simanyiwe B
1 reviews | Active since Jan 2020
30 Sept 2025, 19:00
Horrible service, no refund
I called to cancel my booking on 21/07 and they said my request has been logged, I will receive a refund within 21 days. When I had received no communication I decided to follow up on 21/08 to enquire about the outstanding refund. They responded asking for my proof of payment and banking details which I sent immediately. I followed up again on 26/08 to find out if the received my documents and the status of my refund request. The responded the same day saying the payment is with their accounts department for processing. I asked for an approximate waiting period but never received a response. On 25/09 I called to ask for an update (spoke to Dee) and they simply told me they cannot help me or give me any update because 'the line is long for EFT payment refunds' she then sent an email to the same email address I've been trying to reach out to and Cc'ed me. I never received any communication or my refund to date, it been over 2 months now.
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