FC
Fly CemAir
Claimed Business
FC
Fly CemAir
Claimed Business
18 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Fly CemAir receives significant criticism for frequent flight cancellations with little or no prior communication, unreliable booking systems, and extremely poor post-incident support. Customers report being ignored when seeking refunds, lodging complaints, or requesting luggage recovery. Aircraft condition is a recurring concern, with passengers describing old, poorly maintained planes. However, positive reviews highlight the airline's pet-friendly policies, compassionate handling of rescue dog transport, and standout individual staff members who deliver empathetic, above-and-beyond service at OR Tambo check-in.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-50
Recommended: Unlikely
Review Distribution
1.7|18 Reviews
May '25 - Apr '26
5(16.7%)
4(0%)
3(0%)
2(5.6%)
1(77.8%)
5(16.7%)
4(0%)
3(0%)
2(5.6%)
1(77.8%)
Frequently Asked Questions About Fly 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 (18)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencekJ
karen J
1 reviews | Active since Jan 2020
17 Feb 2026, 03:30
SHOUT OUT TO CEMAIR
We would just like to give CemAir a shout out to say thank you for all you do to fly rescue dogs from one destination to another to their forever homes at no cost to the rescue organisation or adopting family. We have made use of this initiative on numerous occasions and our dogs have always arrived safely. This is a wonderful initiative- THANK YOU.
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karen J
1 reviews | Active since Jan 2020
17 Feb 2026, 03:30
SHOUT OUT TO CEMAIR
We would just like to give CemAir a shout out to say thank you for all you do to fly rescue dogs from one destination to another to their forever homes at no cost to the rescue organisation or adopting family. We have made use of this initiative on numerous occasions and our dogs have always arrived safely. This is a wonderful initiative- THANK YOU.
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Replies (0)PR
Pierre R
1 reviews | Active since Jan 2020
2 Feb 2026, 06:14
WORST Customer Experience ever !!
If I could have given 0 stars, I would have. Flight booked to Kimberley on 21 Dec at 13:50 to get urgently to my mom in hospital. Arrived at 12:05 to be told at checkin counter that flight was cancelled ... no explanation given. Hung around till 13:45 with zero feedback, staff running around like headless chickens, no updates and no explanation. Saw there was only one flight left to Kimberley at 16:20 on Airlink. Managed to book a seat at cost of R 3,650. 10 minutes after original departure time received whatsapp that they decided to combine two flights into one leaving at 17:00. As I was already booked and checked in on alternative flight, I could not change back. Send request to Cemair to not refund but pay the different between their ticket R1,050. Cemair flatly refuses, communication from them is non existent, you get ignored per email, are not provided with alternative contact details. During the delay, there were at least 6 other passengers who complained that it was not the first time they had been in a position where flights were cancelled without prior communication. I will NEVER again fly with Cemair .... abolsutely the worst and most shocking customer experience ever. It would have been quicker, more cost effective and less stress to have driven to Kimberley.
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Pierre R
1 reviews | Active since Jan 2020
2 Feb 2026, 06:14
WORST Customer Experience ever !!
If I could have given 0 stars, I would have. Flight booked to Kimberley on 21 Dec at 13:50 to get urgently to my mom in hospital. Arrived at 12:05 to be told at checkin counter that flight was cancelled ... no explanation given. Hung around till 13:45 with zero feedback, staff running around like headless chickens, no updates and no explanation. Saw there was only one flight left to Kimberley at 16:20 on Airlink. Managed to book a seat at cost of R 3,650. 10 minutes after original departure time received whatsapp that they decided to combine two flights into one leaving at 17:00. As I was already booked and checked in on alternative flight, I could not change back. Send request to Cemair to not refund but pay the different between their ticket R1,050. Cemair flatly refuses, communication from them is non existent, you get ignored per email, are not provided with alternative contact details. During the delay, there were at least 6 other passengers who complained that it was not the first time they had been in a position where flights were cancelled without prior communication. I will NEVER again fly with Cemair .... abolsutely the worst and most shocking customer experience ever. It would have been quicker, more cost effective and less stress to have driven to Kimberley.
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Replies (0)`M
`Nonceba Mbuqe
1 reviews | Active since Jan 2020
30 Jan 2026, 06:04
Helpless paid customer
Am currently stranded at OR Tambo International. Cemair online booking system apparently has a issue, my confirmed booking cant be found yet the payment has gone through, booked flight gone no manager available could help meanwhile my child is on danger
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`Nonceba Mbuqe
1 reviews | Active since Jan 2020
30 Jan 2026, 06:04
Helpless paid customer
Am currently stranded at OR Tambo International. Cemair online booking system apparently has a issue, my confirmed booking cant be found yet the payment has gone through, booked flight gone no manager available could help meanwhile my child is on danger
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Replies (0)BS
B S
1 reviews | Active since Jan 2020
16 Jan 2026, 11:39
Pet Travel
I flew from OR Tambo to Cpt International with two dogs and had the most helpful, friendly and enthusiastic assistance at check-in, namely a gentleman called Presley and his colleague Joy. They took all the stress away from the boarding experience and ensured I had help all the way to Cpt which I was eternally grateful for. They walked me all the way to boarding, ensured I was seated on the bus comfortably with my dogs before everyone got on. The air hostess was also extremely helpful and kind throughout the journey. I was not so fortunate on the trip back from Cpt to Jhb, having little to no assistance and generally a horrible experience with disinterested staff that left me to fend for myself with two dog carriers. Having said that, the positive work from the two aforementioned staff at OR Int needs all the applause and genuine gratitude, as they went above and beyond in silly season where everyone was tired, but they did their job with empathy that I will never forget. Thank you!
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B S
1 reviews | Active since Jan 2020
16 Jan 2026, 11:39
Pet Travel
I flew from OR Tambo to Cpt International with two dogs and had the most helpful, friendly and enthusiastic assistance at check-in, namely a gentleman called Presley and his colleague Joy. They took all the stress away from the boarding experience and ensured I had help all the way to Cpt which I was eternally grateful for. They walked me all the way to boarding, ensured I was seated on the bus comfortably with my dogs before everyone got on. The air hostess was also extremely helpful and kind throughout the journey. I was not so fortunate on the trip back from Cpt to Jhb, having little to no assistance and generally a horrible experience with disinterested staff that left me to fend for myself with two dog carriers. Having said that, the positive work from the two aforementioned staff at OR Int needs all the applause and genuine gratitude, as they went above and beyond in silly season where everyone was tired, but they did their job with empathy that I will never forget. Thank you!
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Replies (0)AB
Andrea B
1 reviews | Active since Jan 2020
11 Dec 2025, 08:35
Beware: Refunds Take 6–12 Weeks and Cost R506, when THEY cancel your flight
I am extremely disappointed 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. 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, 08:35
Beware: Refunds Take 6–12 Weeks and Cost R506, when THEY cancel your flight
I am extremely disappointed 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. 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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Replies (0)AC
Anita C
1 reviews | Active since Jan 2020
26 Nov 2025, 13:18
Delays upon delays
Flight 570611 from Margate to ORThambo that should have arived at 13:15 gets delayed for 2hours, then another 45min, plus another 30min and is now gerring ready to board. This is unacceptable. I hope this is not the regular way in which this airline works.
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Anita C
1 reviews | Active since Jan 2020
26 Nov 2025, 13:18
Delays upon delays
Flight 570611 from Margate to ORThambo that should have arived at 13:15 gets delayed for 2hours, then another 45min, plus another 30min and is now gerring ready to board. This is unacceptable. I hope this is not the regular way in which this airline works.
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Replies (0)CA
Clayborne A
1 reviews | Active since Jan 2020
14 Nov 2025, 07:42
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. #blackfriday
Helpful (0)
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Clayborne A
1 reviews | Active since Jan 2020
14 Nov 2025, 07:42
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. #blackfriday
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Replies (0)BM
Brenda M
1 reviews | Active since Jan 2020
4 Nov 2025, 06:40
Again, shame on you CemAir "Customer Care"!
Dear CemAir Customer Care. I have still received no response to my complaint regarding delayed luggage (4 days) first sent on 29th Sept 2025. So far I have emailed 2 different email addresses for CemAir containing the whole story, then completed a form on the CemAir website, and now this is my third review on hellopeter. If you want to see my story again, please refer to one of my previous detailed complaints or how about contacting me directly to actually provide some customer care? Perhaps you want me to actually spend my own money on phoning you? But then why provide all of these other alternative means of communication. Hoping to hear from you soon before I escalate to your senior management.
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Brenda M
1 reviews | Active since Jan 2020
4 Nov 2025, 06:40
Again, shame on you CemAir "Customer Care"!
Dear CemAir Customer Care. I have still received no response to my complaint regarding delayed luggage (4 days) first sent on 29th Sept 2025. So far I have emailed 2 different email addresses for CemAir containing the whole story, then completed a form on the CemAir website, and now this is my third review on hellopeter. If you want to see my story again, please refer to one of my previous detailed complaints or how about contacting me directly to actually provide some customer care? Perhaps you want me to actually spend my own money on phoning you? But then why provide all of these other alternative means of communication. Hoping to hear from you soon before I escalate to your senior management.
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