Rewards

BA Comair & Kulula tickets travelling from 1 June 2022

On Thursday, 9 June 2022, Comair’s business rescue practitioners announced they have lodged a court application to convert the business rescue proceedings into liquidation proceedings

I booked with eBucks Travel, will I be refunded?

FNB and RMB Private Bank customers who have booked tickets on BA Comair and Kulula travelling from 1 June 2022 onwards via any of eBucks Travel platforms will be fully refunded by eBucks Travel (booked via FNB or RMB Private Bank Apps, eBucks Travel website or the Travel desk)

What do I do if I booked a BA Comair and Kulula ticket to travel from 1 June 2022 onwards?

Nothing, eBucks Travel is in the process of working through all the bookings from earliest departures and will automatically process refunds for those customers affected.

When will I get refunded?

eBucks Travel will process refunds within 14 working days. We will start refunding earliest travel dates from 1 June 2022 onwards
Refunds can take up to 5 working days to reflect in your account once processed

How much will I get refunded?

You will be refunded the total amount paid for your ticket including any booking fees
Payments will be made to original form of payment ie. Rand to card used for payment and eBucks to eBucks account

Will I get my flight discount cap allocation refunded?

No, as all allocations are being reset 1 July 2022.

What if I haven’t received my refund by 8 July, what do I do?

Please send a request through to travelsupport@ebucks.com and we will attend to your query. Please send us your original eBucks Travel ticket reference.

What if I have car hire booked with my flight that is cancelled?

You need to contact us via phone or email to either cancel your car hire booking out right or change your car hire booking if you have rebooked alternative flights.
Your discount car hire allocation will be reversed if you cancel your car hire 24 hours before original collection date.

What if I unlocked bonus SLOW Lounge visits for flights booked with eBucks Travel?

Your Bonus visits will be reversed back to your allocation and if you rebook new flights on the eBucks platform you will unlock a new bonus visit.

What if I booked a BA Comair and Kulula ticket as part of a package through a 3rd party supplier with eBucks Travel?

As the tickets were issued outside of eBucks Travel, the 3rd parties T&C’s will apply and will supersede ours. We will engage with our suppliers on your behalf to request rebooking on to another airline so that you may still enjoy your holiday. If you have made alternative arrangements already please contact us to let us know.

NOTE: At the moment we are prioritising tickets booked on BA Comair and Kulula travelling from 1 June 2022 onwards. For any other queries, please email your request to travelsupport@ebucks.com and we will assist as soon as we have worked through our priority list. Any changes will be communicated to you directly and will also be updated on our FAQ’s throughout the upcoming weeks.

Travel Discount Rules

Who is eligible for Travel discounts?

NOTE: From 1 July 2021, flight and car hire discounts will only be available to FNB Premier, FNB Private Clients, FNB Private Wealth and RMB Private Bank clients.

You, the main member, need an active, transactional, qualifying FNB or RMB Private Bank account and you must be registered for eBucks and have reached at least discount level 1. Visit www.eBucks.com for more information.
Only personal eBucks accounts are eligible for discounts. eBucks for Business accounts do not qualify for discounts.
The main member’s qualifying family members can get up to a 40%* discount (depending on your eBucks reward level) when booking with discount partners, as long as:
- The main member and their spouse hold the same Qualifying Accounts/banking product;

- The main member and their spouse are on the FNB/RMB Private Bank spousal pricing option;

AND

- The main member’s children are between the ages of 2 and 24 years old and have an active FNB Youth Account;

AND

- The main member, their spouse and their children are all part of an FNB/RMB Bank family profile.
- For more information around the FNB/RMB Bank spousal pricing option, please contact your banking suite.
The main member’s FNB/RMB Private Bank family profile must match the traveller details on your eBucks Travel profile to qualify for discounts.
The main member will still qualify for discounts when booking flights for themselves alone without the FNB/RMB Private Bank spousal pricing option.
Once you have opened and activated your qualifying account, it will take a minimum of 3 working days before you appear as “qualified” on our system to make your booking for your immediate family. Please ensure that you follow your banker’s instructions on how to activate your account when you open it.

What are the Flight Discount Rules?

What is discount flight Caps?

Each person in your family with a valid FNB/RMB Private Bank account, will now get their own Discounted Flight Allocation (referred to as “Caps”), and the Caps will not just be deducted from the main member who is making the booking.

Domestic Flights: Each family member will get 16 one-way economy flight allocations per year.
International Flights: Each family member will get 2 return economy / premium economy flight allocations OR 1 return business flight allocation per year.
Annual Caps apply on discounted flights.
Caps are valid for an annual cycle from 01 July to 30 June of the following year and will be deducted from the Caps allocation for the annual cycle in which the booking is made in, i.e. if you book a flight in November 2019 but only fly in September 2020, the discount will be deducted from the July 2019 to June 2020 Caps allocation.
Annual Cap Allocations are reset at the end of the annual cycle and cannot be transferred or rolled over to the next annual cycle.
Children under 2 years old automatically qualify for discounts and have no limit on their annual Caps.
Each qualifying family member will have their own Caps for the annual cycle.
If you exceed your annual Caps, you can still book flights and pay or part-pay for your flight in eBucks, but you will not qualify for any discounts until the following annual cycle’s Cap flight allocation.
For international flights, you receive either two discounted economy class return flights, or one discounted business class return flight. You cannot book both. If you book one discounted international
economy or premium economy class return flight, your discounted business class flight Cap will fall away (while your other discounted international economy or premium economy return flight will remain). Similarly, if you book one business class return flight, both your international economy or premium economy class discounted flights will fall away.
Domestic flights can be booked as one-ways or returns, and each one-way discounted flight will deduct one cap from the member's flight discount allocation.
International flights can be booked only as returns to receive a discount and each return discounted flight will deduct one cap from the member's flight discount allocation.
For international flights, discounts will apply to bookings made using different classes, i.e. you can book an economy class international flight for the outgoing leg and book a business class international flight for the return leg. Your discount will apply to your business class cap, and the business class Cap will be used up.

How to I qualify for Flight discounts?

Discounts on flights are only applicable to the base fare of the flight (airport taxes, levies, surcharges, VAT and extras are excluded).
Discounts are only valid for flights departing from South Africa.
Should you wish to do a stopover en-route to your destination (up to 4 legs), discounts will apply when booking via eBucks Travel Online if all legs are booked with a discount partner airline.
Discounts only apply when your booking is made online on eBucks.com or on the FNB/RMB Banking App.
The main member does not have to travel with or be on the same flight as the qualifying family members for them to qualify for the discount.
No minimum eBucks payments are required to qualify for discounted flights.
Discount partners rotate, so check back regularly to see which partner airlines and Suppliers are on discount.
Discounts only apply to discounted partner bookings.
Discounts don’t apply to eBucks Business accounts.
Discounts do not apply to First-Class flights or on one-way international flights.

Can I change or cancel my Discounted Flights?

If you make changes to your or your passengers’ original flight booking details that results in a fare increase in the same cabin, you will not be entitled to any discounts on the increased fare. Discounts will be restricted to the original base price if you qualify for discounts.
For flights changes, if you upgrade your cabin (E.g. You were booked in economy and decide to upgrade your flight to business class before you depart), as long as you have one economy class cap available you may forfeit your economy class caps for your business class cap.
If you make changes to your or your passengers original Avis Car Rental booking details that results in a fee increase, you will not be entitled to any discounts on the increased fee. Discounts will be restricted to the original fee if you qualify for discounts.
If you cancel a booked discounted flight (Domestic or International), you will only be reallocated your Cap for that flight if eBucks Travel is able to obtain a refund from the airline, and the refund amount covers the original discount amount.

What are the Discount Car Rental Rules? (valid from 01 July 2021)

How do I qualify for car hire discounts?

You must book a domestic flight with eBucks Travel on the App in order to unlock car hire discount.
Once the discount is unlocked, your car hire booking must also be made on the App.
You must qualify for eBucks Rewards and eBucks Travel discounts at time of booking flight to unlock a car hire discount.
You unlock 1 x car hire discount per eBucks Travel flight booking reference (If you book a one-way or a return flight, you will only unlock 1 x car hire discount, but may still hire more cars without discounts).
A car hire discount can be unlocked with a non-discounted or discounted domestic flight booked on the App.
Your up to 40% discount on your car hire booking will be based on your current reward level at the time that you book.

What is discount car rental caps?

Each member will have 8 discounted car rental Caps per Financial Year (1Jul - 30Jun).
Your unlocked discounted car rental needs to be booked within 7 days of your last flight date to avoid the expiry of the discount cap. You do not need to secure your rental at the same time as you booked your flight.
If you cancel your car rental min 4 hours before rental collection, your unlocked benefit will be reversed back to your allocations which must be used within the same financial year.
If you do not book your unlocked discount car rental within 7 days after your last flight date, it will be reversed back into your car allocation.
If you have any unused unlocked discounts by 30 June each year, all existing unlocked discounts will be valid until for 7 days from your last flight booking it was unlocked against.

Do I need eB3000 required to qualify?

No, same as flights, no minimum eBucks payment is required to qualify for a car rental discount.

Can I make changes or cancel a discounted car rental?

If you change your car rental before collection of the vehicle through eBucks Travel (upgrade or extending dates), additional discounts will not apply, but you can still use your eBucks as payment.
After vehicle collection all changes happen directly with Avis and additional charges are handled by Avis directly.

Note: From 1 July 2021, car hire bookings made on eBucks.com will NO LONGER qualify for discounts.

Business Accounts booking with eBucks Travel

Can I book Flights and car rental logging in with my eBucks Business Account?

Yes, qualifying Business Clients with eBucks for Business Accounts can book flights and car hire on the FNB App or eBucks.com. eBucks for Business Accounts do not qualify for Discounts for any travel bookings.

Which Business clients are eligible to book on the App & online through eBucks Travel?

Business clients who are registered for eBucks and who are mandated to transact on the Business eBucks account will be able to book.

How is my personal Traveller profile different from my Business profile?

You can only qualify for flight discounts and other benefits through your personal Traveller profile. Individual and family discounts are not available to Business profiles.

How do I obtain an invoice for my business booking?

We don’t yet have the capabilities to produce an automated online invoice. Until we have this capability, please contact eBucks Travel for an invoice.

Can payments be split between individual and business accounts?

No. Customers may pay using one of the following ways:

One business eBucks account and one Rand account
One business eBucks account only
One Rand account only
Customers may not combine consumer and business eBucks accounts for payment

Who can book, change and/or cancel bookings?

Only employees mandated to transact on the eBucks for Business Accounts may process reservations or give change / cancellation instructions to us, for their staff members.

Traveller Profiles and Personal Information

Can I do a name change on a confirmed booking?

The name(s) of the main member are incorrect, can this be changed?

After you have logged in, your names are automatically retrieved from your banking profile. You will be able to edit and update your name and save this to your Travel Profile. If you do not check and correct your name before you book, the airline will not allow you to board your flight. Penalties will apply to any tickets booked under the incorrect name.

Please remember to contact your Banking Suite to update your name(s), as corrections made on your travel profile will not update your banking profile, simultaneously updates made on your banking profile will not update your eBucks travel profile.

Can information in the Traveller's Profile be updated?

If you notice a mistake or need to add or update information (such as First Name(s)) for one of the saved traveller profiles you've created, you can do so through the Traveller Profiles section available via the side menu within the Profiles section.

Can the name on a booked ticket be changed?

Very rarely, and only at the discretion of the airline used. You are required to confirm the spelling of all travellers’ names before confirming the booking. If a name is incorrect (for e.g., due to a typo), you may call eBucks Travel on 087 587 2835 and we will call the supplier on your behalf to find out what their policy is. You are also welcome to contact the supplier directly if it is outside of our office hours.

Can you book for two travellers with the same name and surname?

The booking system will not allow two or more travellers to be confirmed if they have the exact same first name(s) and surname (e.g. father and son whose names are both John Smith). Should this be the case, please contact the airline directly or eBucks Travel on 087 587 2835 for assistance on how to complete the name fields on the Traveller's page.

Married name vs. maiden name on your travel document (ID book or Passport)?

The name on the ticket must match the name that appears on the travel document (ID book or Passport) you are travelling on.

Must middle names also be provided when booking?

Some countries and airlines require this for international travel so it's best to provide your full names to be safe.
If you do not see your full name issued on your ticket, please contact eBucks Travel on the same day as making your booking to ensure your ticket has been issued correctly.

Flights into the USA and flights booked on Cathay Pacific require full names, so please include your middle name when making bookings.

Airport Lounges

Are the SLOW and Bidvest Premier Lounges open?

All SLOW Lounges located at OR Tambo, Lanseria, King Shaka and Cape Town International Airports remain open to our valued customers. Remember to view your available complimentary visits on the FNB and RMB Private Bank App. Book a flight for you and your family through eBucks Travel and earn bonus complimentary visits

Note that the Bidvest Premier Domestic and International Lounges are now open under adjusted operating hours which can be found on bidvestlounge.co.za.

How do I qualify for Bonus Airport Lounge visits?

You can only earn Bonus visits when making a flight booking with eBucks Travel.
For each traveller to qualify to earn Bonus visits they need to meet the following criteria;
- Have an FNB Aspire Credit Card, or an FNB Premier account, FNB Private Clients account, FNB Private Wealth or an RMB Private Bank account
- Be on a qualifying eBucks reward level (not applicable to FNB Aspire Credit Cardholders)
- Accounts must be in good standing
For Children to qualify for Bonus visits they must hold an FNBy, FNBy Islamic or FNBy Next account and must be added to the Family Banking Profile of the parent/legal guardian who is travelling with them.
Bonus visits are allocated between 1 July to 30 June of the following year.
Bonus visits will automatically be added to your annual complimentary visits, if you qualify for any, once your travel booking is made through eBucks Travel. Your Bonus visits can be used for domestic or international flights.

Bonus visits can be used by swiping your qualifying bank card or by generating a QR code on the FNB App and scanning it at the Lounge entrance. For FNB Aspire Credit Cardholder, bonus visits may only be redeemed by generating a QR code on the FNB app and scanning it at the SLOW Lounge entrance.

When the cardholder accesses the Lounge, valid Bonus visits will be depleted first before their allocated complimentary visits (if applicable).
Bonus visits are valid for use from 7 days before the flight date to 7 days after the flight date.
When the main account holder books a flight on eBucks Travel for themselves, their Spouse or a Travel Companion who meets the qualifying criteria, the Bonus visit will be allocated to each cardholder’s profile from their own allocation of Bonus visits per year. Each qualifying account holder is required to generate their own QR code on the app or swipe their own card to access the lounge.

Note: Children do not have a set allocation of Bonus visits. They have the potential to earn Bonus visits provided that the parent/legal guardian who is making the flight booking has available Bonus visits.

Bonus visits are subject to General Lounge access rules, including:
- Access to SLOW Domestic Lounges will be limited to 90 minutes before boarding time
- Access is subject to availability, according to SLOW Lounge capacity, lockdown regulations and safety rules.

Where are the Airport Lounges located?

SLOW Lounges are located in the Domestic Terminals of OR Tambo, King Shaka, Cape Town and Lanseria International Airports. The SLOW International Lounge is only located at the International Terminal of OR Tambo International Airport.
Bidvest Domestic Departure Lounges are situated in all the major South African airports of Johannesburg, Cape Town, Durban, Port Elizabeth, George, East London and Bloemfontein, while International Lounges are situated in Johannesburg and Cape Town.

Which Airport Lounges do I qualify for?

FNB Aspire Credit Cardholder and FNB Premier customers can use their Bonus visits at SLOW Domestic and SLOW International Lounges.
Private Clients customer can use their complimentary and bonus visits at SLOW Domestic and SLOW International Lounges.
FNB Private Wealth and RMB Private Bank customers can use their complimentary and Bonus visits at SLOW Domestic and International Lounges, as well as Bidvest Domestic and International Premier Lounges.

What are the Lounge entry fees?

Entry into the Domestic Lounges is R250 per person per entry for every additional guest over and above your complimentary or bonus visits, or when you exceed your complimentary or bonus visit allocation or when you do not qualify for complimentary or bonus visits.
Entry into the International Lounge is R400 per person per entry for every additional guest over and above your complimentary or bonus visits, or when you exceed your complimentary or bonus visit allocation or when you do not qualify for complimentary or bonus visits.

How do I qualify for complimentary access into the Lounges?*

To get complimentary access to the Airport Lounges you need to hold a qualifying, FNB Private Clients, FNB Private Wealth or RMB Private Bank transactional account and be on a qualifying eBucks reward level. You can earn additional Bonus Airport Lounge visits with each flight booking made through eBucks Travel.
Business Platinum and Business Black cardholders also have access to the Lounges.
Refer to https://www.fnb.co.za/slow-lounge/domestic.html for full qualifying criteria and rules.

How are the complimentary Lounge visits allocated?

The number of visits allocated can change from month to month depending on your reward level. Please visit our Earn Rule pages for your account type to see how many complimentary visits you have available depending on your reward level. Log on to the FNB/RMB Private Bank App to track your available complimentary visits.

How many Bonus visits do I qualify for?

FNB Aspire Credit Cardholder qualify for up to 2 Bonus visits per annum.
FNB Premier customers qualify for up to 12 Bonus visits per annum.
FNB Private Clients customers qualify for up to 18 Bonus visits per annum.
FNB Private Wealth and RMB Private Bank customers qualify for up to 24 Bonus visits per annum.

How do I access the Lounge?

You can access the Lounge by generating a QR code on the FNB/RMB Private Bank App and scanning it at the Lounge reception together with your boarding pass.
Follow these steps:
- Launch the App -> Select ‘eBucks’ -> Select ‘Travel’ -> Select ‘Airport Lounges’ -> Select ‘Access Now’
- *Alternatively, you can swipe your qualifying bank card at the Lounge entrance.

*Not applicable to FNB Aspire cardholders.

How many guests can I bring into the Lounge?

For FNB Aspire Credit Cardholders only guests/children with a Bonus visit may access the lounge. No additional guests/children will be allowed.
FNB Premier customers may enter the lounge with a guest at a fee of R250 p.p. per entry at the SLOW Domestic lounges and R400 per person. per entry at SLOW International.
FNB Private Clients customers can access the Lounge with one complimentary guest OR child between the ages or 2 to 18 years. Guest entries will be deducted from your annual complimentary allocation.
FNB Private Wealth and RMB Private Bank customers can access the Lounge with one complimentary guest AND one complimentary child between the ages of 2 to 18 years. Guest entries will be deducted from your annual complimentary allocation.
All children below the age of 2 years access the Lounges for free without depleting your complimentary allocation.

How can I check how many complimentary visits I qualify for?

You can check your available complimentary visits on your FNB/RMB Private Bank App by following the below steps:
Launch the App -> Select ‘eBucks’ -> Select ‘Airport Lounges’
You can use the calculator on the FNB/RMB Private Bank App to estimate the total cost of entry for you and your guests if you are unsure of how much your entry will be.

Why do I not receive an inContact message for my entry into the Lounge?

Use of your bank card or QR code to enter the Lounge is not seen as a purchase and as a result you are not required to enter your card PIN. Your account will be debited with the Lounge entry charges as a banking fee.
If you qualify for complimentary visits this fee will be reversed. Because this is not a purchase, you will not be given a receipt.

eBucks Travel booking fees

Airline tickets

eBucks Travel charges a minimal booking fee for all bookings made via eBucks Online, the Travel App and/or the eBucks Travel Desk.

NEW BOOKING FEES (charged per person)

Domestic Bookings
Standard Fee	R60.00*
*Maximum fee per booking is R200
International Bookings
Standard Fee	R300.00*
*Maximum fee per booking is R1200

CHANGE BOOKING FEE (charged per booking)

Domestic Bookings
Standard Fee	R100.00
International Booking
Standard Fee	R250.00

REFUND FEE (charged per booking)

Domestic Bookings
Standard Fee	R100.00
International Bookings
Standard Fee	R250.00

Car Rental

eBucks Travel charges a minimal booking fee for all bookings made via eBucks Online, the Travel App and/or the eBucks Travel Desk.

NEW BOOKING FEE (charged per booking)

Domestic Bookings
Standard Fee	R60.00
International Bookings
Standard Fee	R150.00

CHANGE BOOKING FEE (charged per booking)

Domestic Bookings
Standard Fee	R60.00
International Bookings
Standard Fee	R150.00

REFUND FEE (charged per booking)

Domestic Bookings
Standard Fee	R100.00
International Bookings
Standard Fee	200.00

Transfers – Paid for Services

eBucks Travel charges a minimal booking fee for all bookings made via the eBucks Travel Desk.

CHANGE BOOKING FEES (charged per booking)

Standard Fee	R60.00
REFUND FEE (charged per booking)
Standard Fee	R100.00

Accommodation & Packages

eBucks Travel charges a minimal booking fee for all bookings made via eBucks Online, the Travel App and/or the eBucks Travel Desk.

NEW BOOKING FEE (charged per booking)

Domestic Bookings
Standard Fee	R150.00
International Bookings
Standard Fee	R250.00

CHANGE BOOKING FEE (charged per booking)

Domestic Bookings
Standard Fee	R150.00
International Bookings
Standard Fee	R250.00

REFUND FEE (charged per booking)

Domestic & International Bookings
Standard Fee	R350.00

Booking Online – what you need to know

How to tell if an online booking was successful?

If your payment is successful, you will see a confirmation page on your screen, and we'll send a confirmation email to the email address you provided on the Contact section whilst completing your booking.
If you have not received your Booking confirmation email:
- Log in and check your "Booking history" section; the booking confirmation email can be resent from here;
- Check your junk mail folder; or
- Contact eBucks Travel on 087 587 2835 for assistance.
Please note: There may be a delay at times with emails being sent from the system.

Can payments be made with both a personal and a business eBucks account at the same time?

Unfortunately, not. We only allow one eBucks account and one Rand account for payments, but you can transfer eBucks at www.eBucks.com from:
- A Personal eBucks account to another Personal eBucks account, and;
- A Business eBucks account to a Personal eBucks account.
Please note that discounts do not apply when paying with eBucks business accounts.

Which bank cards are accepted for payment?

eBucks Rewards is a First Rand Bank loyalty programme and we only service FNB and RMB Private Bank account holders. We can only accept FNB and RMB Private Bank Cheque and Credit Cards.

What to do if you get an online error message?

There are two types of errors you can receive on our website, 1) a booking error and/or 2) a payment error.
What to do:
- Within office hours:
  - contact eBucks Travel on 087 587 2835 for assistance.
- Outside office hours:
  - Booking errors:
    - If your payment was successful but you received a booking error, do not make another booking until you have confirmed the status of your booking with either eBucks Travel on our Emergency number: 064 546 2271
  - Payment errors:
    - If you receive a technical payment error, there is still a chance that a booking has been made, please contact eBucks Travel for assistance on our Emergency number : 064 546 2271

How long in advance must bookings online be made?

When booking on the eBucks Travel online channels, the minimum times for which booking should be made in advance are:
- International flights: 4 hours before departure
- Domestic flights: 4 hours before departure
- Domestic car rental: 2 hours before pick-up

Changes and Cancellations within eBucks Travel office hours

How do I change my booking?

FlySafair, Mango, kulula.com and LIFT:

Changes can be done on the airline's website directly under each airline's "Manage Booking" section which is available 24 hours a day, 7 days a week for your convenience.
Alternatively, you can contact eBucks Travel for assistance and we can assist you with your changes at an additional charge.

International Airlines and Domestic SAA, Airlink and BA:

Please call eBucks Travel for assistance with your flight changes on 087 587 2835 or on our afterhours emergency number on 064 546 2271, for any urgent changes.

Car Rental:

If you have not yet collected your vehicle, please contact eBucks Travel to assist with changes to your domestic car rental. Discounts are not applicable to the additional days rented on domestic car rental.
If you have already collected your vehicle and require an extension on your reservation, you will need to contact Avis Rent a Car directly on +27 11 387 8431 to process the change. Payment for the change must be done with Avis directly and eBucks cannot be used as payment.
Discounts do not apply to reservation amendments and only apply to the cost of the initial reservation.
For international car rental, we can assist with any amendments to your car rental prior to collection. Once you are in possession of the vehicle, any amendments need to be arranged with the local car rental company and additional costs paid to them directly.

How do I cancel my booking?

Domestic and International Flights:

Bookings must be cancelled at least 6 hours in advance and may carry a penalty of up to 100% of the flight cost, depending on the airline you have booked on.

Car Rental:

Bookings must be cancelled at least 4 hours in advance and may carry a penalty of up to one day’s rental, depending on the car rental company you have booked with.

All other travel products:

Bookings need to be cancelled at least 24 hours in advance and may carry a penalty of up to 100% of the travel product cost, depending on the travel product booked.
All cancellations must be done via eBucks Travel. For more information on changes and cancellations please refer to the Terms & Conditions on the eBucks Travel website.

Contact eBucks Travel during office hours on 087 587 2835 for assistance with your cancellations or on our afterhours emergency number on 064 546 2271, should you require an urgent cancellation outside of our operating hours.

After-hours and Emergency Assistance

What classifies as an emergency?

If you have a confirmed flight booking but then have difficulty checking-in at the airport, this constitutes an emergency.
If you have to make urgent changes or cancel your flight in the evening or over weekends.

What to do if you miss your flight?

Here's how it works:

If you have booked all the legs of your journey as 1 ticket and have 1 ticket number (regardless of whether you are flying different airlines on the same ticket):
- Most airlines: If you miss your first leg, you will forfeit all the legs of your journey and you will need to purchase a new ticket.
- Airline exceptions: If you miss your first leg, you will have to pay the date-change penalty to reinstate your ticket and change it to the next available flight (this is at the discretion of the airline).
If you have booked more than 1 individual airline ticket for your journey and have multiple ticket numbers:
- If you miss your flight on ticket number 1, it will not cancel the other tickets booked, so you need to ensure that you advise the other airline(s) of the changes to your first flight to ensure the necessary changes are made to further flights that match your new ticket. You will also have to pay the relevant penalties.

What to do if you miss your flight due to airline delays?

If you have booked all the legs of your journey as 1 ticket and have 1 ticket number (regardless of whether you are flying different airlines on the same ticket):
- The airline for your first leg is responsible for helping you get onto the next available flight, regardless of the airline you are travelling on.
If you have booked more than 1 individual airline ticket for your journey and have multiple ticket numbers:
- The original airline is not responsible for your onward journey and you need to contact the appropriate airlines to make the necessary changes. You will also have to pay the relevant penalties.

What happens if the airline has a schedule change?

It’s up to the applicable airline’s policy. The airline will offer an alternative flight or advise of the options available to customers at the time of the schedule change.
eBucks Travel acts as an agent of our airline suppliers. Airline suppliers’ cancellation terms and conditions will apply.

How do I change my booking?

FlySafair, Fly Mango and kulula.com:

Changes can be done on the airline's website directly under each airline's "Manage Booking" section which is available 24 hours a day, 7 days a week for your convenience.

Car Rental:

Changes can be done directly with the rental company’s depot you have collected your car from or you may contact the rental company’s Customer Care Centre for assistance.

International airlines, Domestic SAA and BA and Other Travel Products:

Changes need to be done with eBucks Travel, for assistance please contact us on the emergency number listed below. Additional charges may apply

How do I cancel my booking?

Domestic and International Flights:

Bookings must be cancelled at least 6 hours in advance and may carry a penalty of up to 100% of the flight cost, depending on the airline you have booked on.

Car Rental:

Bookings must be cancelled at least 4 hours in advance and may carry a penalty of up to one day’s rental, depending on the car rental company you have booked with.

All other travel products

Bookings need to be cancelled at least 24 hours in advance and may carry a penalty of up to 100% of the travel product cost, depending on the travel product booked.
All cancellations must be done via eBucks Travel.
For more information on changes and cancellations please refer to the Terms & Conditions on the eBucks Travel website.

What are eBucks Travel's emergency hours and contact information

Emergency Number: 064 546 2271
Monday - Friday: after 5PM
Saturdays: after 12PM until Monday morning, 8AM

General Travel Rules

What are the check-in times for domestic and international flights?

In observation of COVID-19 protocols, recommended check-in times are as follows:

Domestic flights: 2 hours before departure
International flights: 4 hours before departure

Are there visa requirements when travelling outside of South Africa?

Visa requirements vary from country to country, and you will need to fulfil the passport, visa and other immigration requirements for your entire itinerary, including all transiting and stopover destinations applicable to your itinerary.
You should confirm these with the relevant High Commissions, embassies and/or consulates at the time of booking and at least two months prior to departure to ensure that you are aware of any changes to a country’s entry requirements.

Are there passport requirements with travelling outside of South Africa?

Your passport must be valid for 6 months beyond your return date into South Africa and all South African passport holders are required to have a minimum of three blank pages in their passport excluding the front and back cover to enable entry visas to be issued. If there is insufficient space in the passport, entry will be denied, and the person is likely to be detained pending return to their country of origin.

Is travel insurance included?

eBucks Travel doesn’t issue travel insurance; however, when using your qualifying FNB card to purchase your international return travel ticket(s) you get global travel insurance at no cost to you. To find out more about this benefit, please visit the FNB website, www.fnb.co.za/insurance/travel/. Alternatively you can contact the Global Travel helpdesk prior to purchasing your ticket to confirm what you qualify for.
Contact details:
Global Travel Insurance Help Desk on: 0861 490 100.
For emergency assistance while on travel, contact Medical Services Organisation (MSO) on: +27 11 521 4575 ('Reverse-charge' your call using this number from anywhere in the world).

Does travelling involve any health requirements?

Health requirements differ from country to country. Please call your nearest Travel Clinic or local GP for information. For more information, visit www.iatatravelcentre.com.

Baggage allowance information:

Flight bookings with eBucks Travel will allow a minimum of 1 bag at 20kg, so please visit the airline’s website or contact eBucks Travel on 087 587 2835 to find out specific information about your bookings baggage policy.
Should you be over the airline-specific baggage limit, you will be liable to pay the additional amount to the airline directly.

Children Travelling documentation

South Africa (ZA) Minors:

Minors younger than 18 years, traveling to/from South Africa:
- with both parents, must hold:
  - a valid passport; copy of a birth certificate/equivalent document
- with 1 parent, must hold:
  - a valid passport; copy of a birth certificate/equivalent document; a parental consent letter from the absent parent or legal guardian containing a copy of his/her passport or identity document and his/her contact details; OR
  - a letter of special circumstances; OR - a court order granting full parental responsibilities and rights or full legal guardianship to the present parent.
  - In case the other parent is deceased, a death certificate.
- with an adult other than a parent, must hold:
  - a valid passport; copy of a birth certificate/equivalent document; a parental consent letter(s), copies of identification documents of parents/legal guardians, contact details of parents/legal guardians; AND contact details of the person in whose care the minor will be; where applicable copy of a death certificate/adoption order/court order granting full or legal guardianship.
- when traveling as a primary or secondary school tour with a teacher or a trainee, must hold:
  - a letter of consent from the school principal, confirming that consent letters from all parents are held by the school, together with an ID/passport copy of the accompanying teacher or trainer.
- unaccompanied, must hold:
  - a copy of his /her birth certificate; a parental consent letter containing a copy of his/her/their passport/s or identity document/s and his/her/their contact details (or consent from one parent together with a court order granting full parental responsibilities and rights or legal guardianship or death certificate or adoption order); AND
  - a letter from the person receiving the minor in South Africa, containing address and contact details; copy of identification documents of the person receiving the minor, including visa/residence permit (if required).

WARNING: All documents must be in English. The parental consent letter must be issued within 6 months prior to the date of travel.
- This does not apply to South African minors traveling to South Africa.
- This does not apply to holders of a valid visa.
- This does not apply to holders of a temporary residence permit issued by South Africa.
- This does not apply to minors in transit in South Africa.