There is a lot of uncertainty at the moment with regards to the COVID-19 outbreak – no more so than when
it comes to travel plans.
Based on information from expert sources (including WHO, NICD, International SOS, and Travel Insurance
Consultants), SATSA has compiled FAQs to help you answer some of most pressing questions you might
receive from clients or have yourself.
Questions cover rights as travellers, cancellations and postponements, travel insurance, and measures in
place for managing the infection across South Africa, at its borders, and specifically within the travel and
tourism sector.
Q: Can I cancel a trip that I’ve booked out of fear of the coronavirus?
A: You can always cancel your trip, but whether or not you will receive a full or partial refund depends on if
you purchased a refundable flight ticket, the agreed cancelation fees of your product or package, and your
specific insurance policy.
Refundable airline tickets are more expensive than non-refundable ones but are a good idea if you’re
unsure or apprehensive about your travel plans. Some airlines will still charge a cancellation or change fee
and/or there may be a strict cancellation policy meaning that there is a window of time within which you
need to cancel your flight to receive a refund. The particulars depend on the airline and chances are that if
you’re a frequent flyer with a lot of accrued miles, you will receive more leniency. Most flights are fully
refundable if you cancel within 24 hours of the initial booking.
Regular travel insurance may not cover cancellation due to the coronavirus outbreak because it is now
considered a known and foreseeable event. However, some insurance providers are making exceptions. Be
sure to enquire with your provider about the extent of your coverage during this time.
Member Note:
On 2 March 2020 SATSA published the following:
SATSA has facilitated a discussion between leading DMCs and the Sales Thought Leadership Forum,
comprising 19 leading hotel and lodge operators in South Africa.
These industry stakeholders have proposed a recommended position for incremental bookings from 1
March 2020. It is critically important that South Africa be perceived as a business-friendly destination with
regards policies and trading terms and not halt the forward book which we may do with unfriendly booking
policies. In light of this, we urge the broader membership to adopt this position moving forward.
Cancellations:
From unaffected areas, no change to your existing booking policy
From affected areas: review on a case by case basis. No refund but booking can be deferred for 15
months
Penalties (Deposits):
No penalty/deposit required from time of booking until the cancellation period of the particular
supplier kicks in
For example:
Groups: No penalties until 90 days prior to arrival
Individual bookings: No penalties until 45 days prior to arrival
Usual deposits will be required at time of booking to make a booking, but these will be 100% refundable up
until the cancellation period as mentioned above applies.
The Sales Forum will revisit this position in one month’s time unless SA becomes an affected area.
We must learn from the lessons of recent events, like the drought, and be proactive and resolute in our
messaging that South Africa is open for business. To this, we will continue to engage our public sector
partners to join us in sending a strong message that South Africa remains open for business to the world to
that effect.
Q: How do I pick a travel insurance policy?
A: Travel insurance policies will differ based on factors such as your age, the length of your trip, and what
you want to be covered. A standard insurance policy may cover cancellation for events such as the sudden
bankruptcy of a travel company, unexpected illness, or a natural disaster or unrest in the destination.
However, once an event has unfolded, such as the current coronavirus outbreak, it is considered a known
or foreseeable event and is no longer covered by most travel insurance policies.
Some travel insurance providers consider the current coronavirus outbreak to be a known event as of 21
January 2020. In this case, if you purchased travel insurance before this date, you will be covered for
disruptions resulting from the outbreak; you may not be covered if you bought insurance after this date.
The exception is ‘cancel for any reason’ (CFAR) insurance. This is usually available as an optional upgrade to
a standard travel insurance plan and may cost up to 50% more than a standard plan. It typically needs to be
purchased within one to three weeks from the time you booked your trip or made the initial deposit, and
you must cancel your travel 48 hours prior to departure. Often available in two tiers, CFAR insurance can
cover you for 50-75% of your total travel costs.
Know that there is no-size-fits-all travel insurance plan and whichever you choose, be sure to read the full
insurance contract before buying to check whether it applies to “worst-case scenarios,” such as illness or
flight disruptions.
Q: What if I booked a flight and want to reschedule it?
A: Leniency in rescheduling your flight will depend on the airline, route, and travel dates. Many airlines –
including Delta, United, Lufthansa, Air France, and KLM, amongst others – have been relaxing change and
cancellation terms. However, each airline’s policy is different – ranging from widespread fee-waiver policies
to the more measured approach of fee waivers only for those flights to heavily affected areas (e.g. China,
Hong Kong, South Korea, and Italy), depending on the dates of their original flight. Applicable dates may
vary for each region.
Depending on the airline and circumstances, you may be entitled to a full refund or voucher in the full
amount of your airfare or be able to postpone your travel at no additional charge.
You need to check with your specific airline carrier for their current terms. If your purchase falls outside of
this, you should still enquire, explain your situation, and ask for an exception. There’s no guarantee, but
many airlines are trying to be understanding and work with customers during this time.
Q: What if I want to end my trip early, say, because the outbreak has spread to the country in which I’m
currently travelling?
A: Unless there is an official travel ban in the country in which you’re travelling, issued by national or global
authorities, you will not be covered by standard travel insurance if you wish to end your trip early. Only if
you have purchased a ‘cancel for any reason’ (CFAR) policy will you recover some of the initial cost of the
trip or, in some cases, receive support for the cost of returning to your home country.
If the coronavirus outbreak has spread to a destination during the course of the trip, it is advised that you
contact both your insurance and travel providers (i.e. airline, tour operator, agent, etc.) to discuss your best
course of action.
Q: Is international travel riskier to your health than domestic travel?
A: International travel does not necessarily pose a greater risk than domestic travel at the moment. It
depends on the country and the individual traveller.
The World Health Organisation recommends that “it is prudent for travellers who are sick to delay or avoid
travel to affected areas, in particular for elderly travellers and people with chronic diseases or underlying
health conditions.”
Affected areas that are higher risk are considered those countries, provinces, territories, or cities
experiencing ongoing transmission of the virus that causes COVID-19, in contrast to areas reporting only
imported cases. For the time being, individuals should avoid non-essential travel to Wuhan Province in
China, South Korea, Northern Italy, and Iran, although some already have travel bans in place.
Before travelling either internationally or domestically, equip yourself with accurate information from
reputable sources – including World Health Organization (WHO), International SOS, and local health and
travel authorities in the destination. In South Africa, reliable sources of information include National
Institute of Communicable Diseases (NICD), Association of Southern African Travel Agents (ASATA) and of
course our SATSA coronavirus page.
International SOS is keeping an up-to-date map of travel restrictions, flight operations and screening that
will help you make informed decisions when it comes to considering international travel during this time.
Q: Since the virus is already out there, should I avoid plane travel just to be safe? After all, when you fly,
aren’t you breathing in recycled air?
A: It is important to know that the new coronavirus, COVID-19, is not airborne, and thus, not likely to be
spread by breathing in recirculated air on a flight. Furthermore, most aeroplanes are fitted with HEPA air
filters that are very effective at purifying the cabin air.
COVID-19 is transmitted through small droplets from the nose or mouth that are spread when a person
with the virus coughs, sneezes, or exhales. It is possible to inhale these droplets if you are in close proximity
with someone who is sick, or if you touch surfaces where these droplets have landed and then touch your
eyes, nose, or mouth.
On a flight, you should be vigilant about precautions such as washing your hands frequently, with an
alcohol-based hand rub or soap and water, coughing into your elbow and trying not to touch your eyes,
nose, and mouth.While it is not certain how long the virus that causes COVID-19 survives on surfaces, WHO recommends
cleaning surfaces around you using a simple disinfectant – alcohol-based wipes may work best on a flight
for disinfecting your tray table or seat belt buckle. The United States’ Centers for Disease Control and
Prevention (CDC) suggest using a hand sanitiser with at least 60% alcohol content.
Many airlines are also enhancing their cleaning and disinfection procedures in response to the COVID-19
outbreak. Emirates, for example, is conducting a comprehensive wipe down of all surfaces with an
approved, eco-friendly chemical proven to not only kill viruses and bacteria but also provide a long-lasting
protective coating against new contamination.
Most importantly, if you experience fever, cough or difficulty breathing, you are advised to stay at home,
seek medical attention and call in advance. Follow the directions of your local health authority.
Q: What measures does South Africa have in place to deal with the spread of COVID-19?
A: South Africa’s government is currently implementing a formal, inter-sectoral plan to ensure the country’s
readiness, optimisation of resources and capability in dealing with COVID-19. This includes a countrywide
network of health facilities, the National Health Laboratory Service (NHLS) which can perform diagnostic
testing, and the National Institute for Communicable Diseases (NICD) with its highly qualified staff,
extensive sophisticated laboratory systems and emergency operations centre. (SATSA)
If a suspected case is identified, procedures are in place for case isolation and management as well as rapid
specimen collection and transport so that a diagnosis can quickly be made. Suspected cases will be
managed at designated hospitals with isolation facilities. Protocols are in place for the follow-up of case
contacts to ensure that the virus does not spread. (NICD)
Professor Cheryl Cole, Head For Respiratory Diseases and Meningitis at NICD, confirms that guidelines
outlining all procedures and protocols have been released and widely distributed to healthcare workers in
both the private and public sector, as well as to staff at all ports of entry where fever screening and other
measures are in place.
A robust health system for the control of infectious diseases and greater awareness, combined with
coordination, collaboration, and additional time to prepare, will be advantageous for South Africa to
manage the spread of COVID-19.
Q: Does South Africa have facilities to deal with the virus that causes COVID-19?
A: Healthcare facilities and workers in South Africa are prepared to deal with the virus that causes COVID-
19. The National Institute for Communicable Diseases (NICD) has released and widely distributed guidelines
to healthcare workers in both the private and public sectors. These guidelines outline all procedures and
protocols, including how to rapidly identify a possible case, isolate a patient, take the correct samples, and
transport the samples to the NICD for confirmation of the diagnosis. There is a set of technical resources
available on the NICD’s website that healthcare facilities and workers can easily access.
South Africa has designated facilities for the management of COVID-19 that are best equipped for aseptic
and isolation chain or care. Across South Africa, there are currently ten designated facilities prepared to
treat coronavirus patients:
Western Cape: Tygerberg Hospital
Gauteng: Charlotte Maxeke Hospital and Steve Biko Hospital
Limpopo: Polokwane Hospital
Mpumalanga: Rob Ferreira Hospital
KwaZulu-Natal: Grey’s Hospital
North West: Klerksdorp Hospital
Free State: Pelonomi Hospital
Northern Cape: Kimberley Hospital
Eastern Cape: Livingston Hospital
All personnel at these facilities are correctly trained and capable of implementing infection control
procedures. In addition to these designated facilities, several other health centres are prepared for COVID-
19 screening.
The NICD urges people who experience symptoms, to not go directly to a health facility. To avoid spreading
the disease, call the NICD hotline number 080 002 9999. They will advise you on what to do and where you
can get the required assistance.
Currently, the government is also sourcing suitable accommodation facilities for the quarantine of
repatriated South African citizens returning from Wuhan, China. These facilities are in remote areas with
adequate security measures to ensure the health and safety of nearby communities.
Q: Are there any travel restrictions in South Africa at the moment?
A: At this time, South Africa has no travel restrictions, bans, or quarantine procedures (apart from those put
in place for suspected and confirmed cases, as well as for repatriated South African citizens returning from
Wuhan, China)
All ports of entry are equipped with infrared thermometers and health personnel for screening passengers.
Inbound international arrivals may be subject to an in-flight inspection and/or questionnaire. Some
domestic flights may also experience these measures.
As long as you cooperate with the port and health authorities, you will not be denied entry simply because
you are arriving from a certain country or affected area.
International SOS is keeping an up-to-date map of travel restrictions, flight operations and screening. The
Department of Health and National Institute for Communicable Diseases (NICD) in South Africa are
monitoring the situation closely, should measures need to be increased.
Q: Are we likely to encounter people from countries affected by coronavirus during our trip to South
Africa?
A: Due to travel restrictions in some of the most heavily affected areas, such as China, South Korea and
Italy, inbound travel to South Africa from these countries has slowed significantly.
But should you encounter an individual or group from an affected country, know that all South African
ports of entry are equipped with infrared thermometers and health personnel for screening passengers.
Other measures include in-flight inspections and questionnaires.
Q: What are the border measures in place? Feedback is that there are two checks, one on the plane
before disembarking and another in the airport.
A: Health Minister Dr Zweli Mkhize confirmed that all South African ports of entry are screening people
arriving from outside South Africa, as well as on some domestic flights. Measures may differ from port to
port or depend on the country from which you’re arriving but include a combination of fever screening
using infrared thermometers, in-flight inspections, and questionnaires. Travellers are advised to cooperate
fully with port and health authorities.
Q: Where can I find the most up-to-date, accurate information about the spread of the virus that causes
COVID-19?
A: Keep updated by following reputable national and global authorities – including World Health
Organization (WHO) and International SOS. In South Africa, reliable sources of information include National
Institute of Communicable Diseases (NICD), Association of Southern African Travel Agents (ASATA) and
SATSA.
International SOS is keeping an up-to-date map of travel restrictions, flight operations and screening that
will help you make informed decisions when it comes to considering international travel during this time.
More than ever, it is important to remain calm and not give credence to fake news, unverified information
or social media stories that may lead to unnecessary panic. WHO has a page on its website dedicated to
dispelling common myths concerning COVID-19.
Q: What guidelines should tourism establishments be following in terms of precautionary measures and
equipment?
A: Tourism establishments should ensure that:
Staff are aware of the WHO and NICD recommended advice on preventing infection (as below)
Clean water and soap or sanitisers are provided
Provide and insist that employees in vulnerable roles wear face masks
Frequently touched surfaces in the workplace are cleaned regularly and kept hygienic
Employees who are sick stay at home
Tourism establishments and their staff should follow and promote amongst guests the precautionary
measures recommended by WHO and NCID, including:
Wash your hands often with soap and water for at least 20 seconds. If soap and water are not available,
use an alcohol-based hand sanitiser
Avoid touching your eyes, nose, and mouth with unwashed hands
Avoid close contact with people who are sick – a 2 meter distance is recommended
Cover your cough or sneeze with a flexed elbow or a tissue, then throw the tissue in the bin
Avoid contact with farm or wild animals (alive or dead), animal markets, and products that come from
animals (such as uncooked meat)
Special equipment is not required unless there is a suspected or confirmed case identified at the
establishment.
Q: What products are recommended to sanitise the interior of vehicles?
A: While it is not certain how long the new coronavirus survives on surfaces, WHO reports that using a
simple disinfectant to clean the surfaces around you will kill the virus that causes COVID-19. Alcohol-based
wipes will also sanitise surfaces in vehicles or on a flight and are easy to keep on-hand. The United States’
Centers for Disease Control and Prevention (CDC) suggest using a sanitiser with at least 60% alcohol
content.
Q: How can I educate my staff to be coronavirus savvy?
A: It is important to note that this is a difficult time for both staff and guests.
Educate your staff using only the most up-to-date and verified information from reputable sources –
including World Health Organization (WHO), National Institute of Communicable Diseases (NICD),
Association of Southern African Travel A gents (ASATA) , SATSA and International SOS.
Ensure that they follow and promote amongst guests the precautionary measures recommended by WHO
and NCID (as above).
Of course, guest-facing staff should be cautious, but the aim should as always be to treat guests with the
utmost respect. If worrying symptoms are present, staff should ask the guest to speak privately and enquire
whether they are experiencing respiratory symptoms (coughing, sneezing, shortness of breath, breathing
difficulties), have a fever or are concerned that they might have had contact with anyone who could have
been infected.
If the answers to any of the above is yes or if there is uncertainty, staff should immediately phone the NICD
hotline number 080 002 9999 to receive advice on what to do what where to seek the best support.
