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The following are answers to the questions that have been most
frequently asked since the introduction of the Voyager programme:
Will my membership number change for any reason? No. The number on the temporary card you received with your registration form is
the number you will retain for the full lifespan of your Voyager participation.
When will I need to use my
Voyager membership number? Each time you make a reservation with either South African Airways, South African
Express Airways, South African Airlink, Alliance Air, or when using any of the other
Voyager partners — other than financial and telecommunication services which involve
a once-off conversion, enrolment or linking to your Voyager account — you must quote
your Voyager membership number to ensure the relevant miles are credited to your account
automatically.
How will the Voyager partners
know of my existence?
- It is your responsibility to make sure your account is linked to your Voyager number
where applicable, or to advise car, hotel and airline partners of your Voyager number each
time you make a reservation. By failing to do so, the miles you are entitled to earn will
not be recorded on your Mileage Summary.
How are my Voyager miles recorded?
- Each time you use South African Airways, Alliance Air, South African Express Airways,
South African Airlink, Alliance Air or one of the other Voyager partners, and quote your
Voyager membership number, the mileage earned is credited to your account. However, it is
important to keep all original boarding passes from your flights, copies of tickets and
invoices from hotels, car rental companies and financial transaction records. If any
automatic tracking problems arise, we will only be able to credit your account on receipt
of these records.
How many levels of Voyager membership
are there?
- There are four Tiers, or levels of status: Blue, Silver, Gold and PLatinum. Status is
determined only by the accumulation of actual miles flown (Base miles) on South African
Airways, South African Express Airways, South African Airlink and Alliance Air during a
calendar year (January 1 to December 31).
When is Voyager status evaluated?
- On December 31 each year, your status is re-evaluated according to the actual miles
flown on South African Airways, South African Express Airways, South African Airlink and
Alliance Air accumulated in your account for the whole of that year. This dictates your
status for the whole of the following year. However, if your usage of these airlines is
such that you achieve a new Tier during the course of a year, you will be upgraded
immediately and enjoy the new status for the rest of the current year and the whole of the
next year.
- Although your new status becomes effective from January 1, you will need to continue
using your current Voyager card until the arrival of your new card. However, all benefits
and mileage earned from January 1 will be awarded according to your new status.
How are Base and Bonus miles awarded? For full details on Base and Bonus miles, please refer to the Bonus Miles
section. Briefly:
Base miles are awarded for actual miles flown on South African Airways and the airline
partners, and the use of other partners' services to accumulate miles for Awards.
Bonus miles are awarded by South African Airways and airline partners as incentives
— for instance, for travelling Business or First Class, rather than Economy —
and in recognition of your status. They're also awarded by other, non-airline, partners as
incentives.
How do I redeem an Award? If you have sufficient miles available in your account, you may redeem an Award
by using the Award Request Form on the back of your Mileage Summary.
Requests can also be made by faxing your nearest Voyager Service Centre. As we've
mentioned before, it is for your own protection that requests for Award certificates must
be in writing. Voyager Service Centres need five working days to process an Award request
and Silver and Blue card holders will have to pay a service fee if they need an Award
request to be issued within this five day period. For full details on Award redemption,
please see the Awards section.
Expediting fees for Award
Certificates
- No expediting fees will be charged for Platinum and Gold card
holders.
- Any member who collects the Certificates from an Award issuing Service Centre will not
have to pay the expediting fee.
- Blue and Silver card holders will, however, still have to pay the
expediting fees when a courier service is used to deliver the Certificate.
What if I don't use my Award
Certificate?
- Refunds for Award certificates or tickets issued but not used can be processed at a
charge of R75 (or equivalent in foreign currency) per certificate or ticket.
- However, should the miles for which the Certificate or ticket was issued have expired,
there will be no refund, remember that Award Certificates are valid for a year from the
date of issue and may be changed by a Voyager Service Centre only if it is within the same
zone.
What else should I know about Awards?
- Awards are for return tickets and if used one way only, the unused portion will not be
refunded or credited to your account and these miles will be forfeited.
- Awards requested for children and infants require the same number of redeemable miles as
for adults.
- Companion Awards can only be given if the accompanying person is booked on the same
reservation (one reference number) and the Voyager member is travelling on a full-paying
or published excursion fare.
- Upgrade Awards may only be used if the original ticket was purchased on a full published
rate. This means that 'T' and 'V' class on International flights and 'L' and 'H' class on
Domestic flights do not qualify for this Award. The terms and conditions applicable to the
original ticket (i.e. minimum/maximum stay; cancellation fees, etc.) still applies to the
upgraded ticket.
How often are Voyager Mileage
Summaries issued?
- As long as you are making active use of your Voyager membership, you'll receive a
Mileage Summary every second month. If, however, your account is dormant for two months
(no recorded activity on the account) no Mileage Summary will be issued for that period.
You can, however, request a print-out from your nearest Voyager Service Centre or obtain
an actual Mileage Summary from the Johannesburg Voyager Service Centre.
Can I check my mileage on the
Internet?
- Silver, Gold and PLatinum members can check their miles by clicking on the Voyager Miles
Query icon. Blue card holders may request this service by contacting the Voyager Service
Centre, or registering for this facility in the Voyager Miles Query section.
What other mailings can I expect?
- In addition to your Mileage Summaries, you will also receive Mileage
— the Voyager newsletter, and Altitude, the Voyager magazine that's
published every quarter. Those months when Altitude is issued, the Mileage
newsletter is not.
Is there a cost for lost or damaged
membership cards?
- Lost or damaged cards will be replaced free of charge. However, if you wish your new
card to be couriered, you will need to cover this cost.
What about lost or damaged
luggage tags?
- The cost of replacing Blue, Silver or Gold luggage tags is R20 for a set of two.
- Platinum tags will be replaced free of charge.
Can I earn miles on chartered flights?
- No miles can be earned for a chartered flight.
Will I earn miles if I use a free
Award ticket or an Upgrade Award?
- No miles can be earned whilst utilising a free Award and you will not receive the Class
bonus when using an Upgrade Award, and therefore only earn miles on the original paid
ticket.
What's the difference between
MileageKeeper and Anyday Awards?
- These Awards are only available on South African Airways, South African Express Airways
and South African Airlink.
- MileageKeeper Awards are subject to tight capacity controls and blackout dates and
require fewer miles than AnyDay Awards which have no restrictions.
- When making a reservation for an Award ticket, the following booking classes must be
used.
| Class |
MileageKeeper |
AnyDay |
| Economy |
U |
Y |
| Business |
D |
J |
| First |
P |
F |
Who do I talk to if I need help?
- Contact your nearest Voyager Service Centre, details of which you'll find on the
following pages. You can also contact us via E-mail at Voyager@pixie.co.za
What happens to my miles in the event
of my death?
- The Voyager Service Centre must be informed and a valid death certificate or medical
report must be submitted to the Service Centre.
- Accumulated miles from the deceased/mentally incapacitated member's account cannot be
split among family members.
- Accumulated miles from the deceased/mentally incapacitated member's account cannot be
combined with any other Voyager account. However, the beneficiary may request Awards from
the deceased/incapacitated member's account, provided that there are sufficient unexpired
miles in the said account and that these miles are not combined with any other Voyager
account.
- The beneficiary cannot transfer the above mentioned Awards to a third party.
- If the beneficiary dies or becomes mentally incapacitated, the account reverts to South
African Airways.
- No accrual of miles will be credited to the Voyager account after the date of death or
incapacity as stated on the death certificate or medical report.
What are the codeshare flights and how
do they affect my mileage earnings and Tier achievements? South African Airways, American Airlines and Lufthansa have agreed to expand
their existing agreements to include additional reciprocal codesharing services on
selected routes, within the USA and Germany.
You will accrue South African Airways, Base miles towards tier on the codeshare flights
provided your flight has been booked on the South African Airways flight number.
No redemption for Award travel will permitted on the 'SA' codeshare flights.
If your miles are missing from a codeshare flight, the original boarding pass will
reflect the airline of carriage flight number, so it then becomes essential that a copy of
the ticket accompanies the boarding pass, so that we can establish that you were indeed
booked on the South African Airways flight number.
What are zones? For easy reference, each airline participating in the Voyager programme has been
allocated a regional number, which defines the scope of the contributing Award partner.
There are currently nine regions.
Each airline region is subdivided into zones, which are defined by operation, by
distance, or by direction. The different zones determine the mileage level required for an
Award.
What do I use my PIN number
for?
- For all existing and future interactive transactions. To access your Mileage balance on
the Internet, you have to type in your Voyager membership number and your secret PIN
number.
What if I lose my PIN number? You have to request, in writing, the Voyager Service Centre to issue you with a
new number. This new PIN number will then be mailed to you.
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