Online Flight Booking Terms & Conditions

Conditions of Business 

Pentravel acts at all times as an agent, sub agent or broker for various principals and other 3rd party suppliers inter alia; tour operators, airlines, cruise companies, car hire and touring firms, hotels and other providers of tours, transport, sea or land arrangements and other travel-related services such as visas. We act on behalf of these principles and 3rd party suppliers and are not responsible for acts of error or omission made by them or their agents. 

When using the online flight booking tool on  the customer shall bear full responsibility for ensuring all flights booked are correct and passengers details are entered correctly.  Pentravel can accept no responsibility for flight bookings made online by the customer themselves.  

Payment Requirements 

When you make a booking online, you will be asked to provide your credit card details for payment. You will be directed to the secure Peach Payments portal where you can use a Visa or Mastercard credit card.  Please ensure your card is set up for 3D secure transactions. Payment is immediate so please ensure you are 100% satisfied with your flight details and price.  

Service Charges 

Pentravel Service Charges are included in the price quoted when you are using the self-service flight booking tool at  

The fees included in your booking do not include after sales support should you wish to change your booking dates or require assistance with add-ons, upgrades, or any other travel services. You can manage your booking on the airline’s website or alternatively if you require assistance from one of our consultants,  Pentravel reserves the right to charge a R500 Service Fee per person, per transaction for any services rendered after your initial booking online. All Pentravel service charges are non-refundable in the event of cancellation of your trip for any reason, including Covid Travel Restrictions. Please refer to the Covid-specific section of this agreement which details these in full. 


When confirming your flight booking online, you are required to make payment in full, therefore no deposits are accepted. All online bookings are only confirmed once full payment has been received.   


By booking your own flights online, you assume full responsibility for ensuring your travel documents are valid for the trip that you have booked:  

Your passport must be valid for at least 6 months AFTER you return from your trip. 

You must have  2 - 3 consecutive blank pages in your passport when you travel. 

Dual Citizenship passport holders must carry both passports when travelling abroad. It is a Home Affairs regulation that SA Passport holders must use their valid SA passport when leaving SA and when re-entering South Africa. Your foreign passport may only be used to enter and depart your country of destination. 

Visa Requirements: 

Visas are required by South African passport holders to many destinations including the USA UK, Australia and Europe. Transit visas may also be required when transiting through one country enroute to another one. If transiting 2 Schengen countries, you will require a Schengen transit visa.  When booking your flights online, you assume 100% responsibility for ensuring you have met all visa requirements.  
  • Please ensure all the necessary visa requirements have been met for all countries you are travelling to OR through. 
  • Please ensure you allow enough time for all visa applications as the processing time varies according to each embassy. 
  • The issuance of a visa does not guarantee entry into that country. 
  • Should you require assistance with visa information or applications, you can contact us on and a Pentravel consultant will advise you of Visa Suppliers who may be used to assist with your visa application/s at an additional fee.  
  • All visa applications processed through a Visa Supplier must be prepaid, prior to submission, based on a quoted price. This price may change depending on the full and final cost charged by the embassy at the time of submission. Any additional amounts will need to be settled prior to passports being handed over. 
  • Some countries require you to apply in person for their visa and therefore you may not be able to utilise a Visa supplier for those applications. 
  • You can click here to access information regarding the latest Travel Regulations of the countries you are travelling to: 
  • Please note the above is a 3rd party tool and therefore Pentravel accepts no responsibility for incorrect or outdated information.  

Health Requirements: 

When travelling to South Africa and you are unvaccinated, a compulsory negative Covid 19 PCR test is required. The PCR test should be dated and time stamped by the doctor administering the test, which is taken between 48 – 72 hours (depending on your airline) but no more than 72 hours old from your time of departure. This test must be in English. If you are fully vaccinated you will not need a PCR test to enter South Africa, but some airlines might require you to have a test, so please ensure your check the regulations of the airline you will be travelling with. You will have to show proof of your vaccination status upon entering South Africa. Passengers departing from South Africa will not need a PCR test, however the airline you are travelling on, and/or, your destination country might require this. We do, however, recommend you obtain a Covid 19 test prior to departing South Africa. This will safeguard your own health and safety, as well as help you in the event that an airline or country change their policy at short notice. 

COVID 19 Pandemic Disclaimer 

The COVID-19 pandemic has presented many challenges in the travel industry with travel arrangements being inconvenienced or affected by airline cancellations and changes to their schedules, including but not limited to, restrictions placed on travel by the governments of many countries and adherence to specific country regulations. 

By booking your flight online,  you are accepting these conditions and release Pentravel from any responsibility with regards to the below: 

Health and Other Hazards 

You agree that it is your personal decision to travel, and you are doing so with the full knowledge of current travel recommendations and travel restrictions with regards to the risk associated with COVID-19. Pentravel assumes no responsibility in this regard and shall not be liable for any unsafe conditions or health hazards including pandemics or other illnesses in any manner whatsoever. You must review the latest health information provided by the World Health Organization before embarking on your journey to ensure that you have all the specific information relating to your specific trip. 

Rules of Travel Suppliers and Governments 

Pentravel shall not accept any responsibility for Covid-19-related requirements that are imposed by travel suppliers, airlines or governments, such as health affidavit forms, health screenings prior to departure or on arrival and/or Covid-19 tests. For the latest information you are required to check with the airline you have booked with, as well as government websites of the countries you are travelling to and through. For specific information on the specific requirements on or at hotels, cruises, coach tours and other travel products and country specific information, you are required to check the specific websites for information on their specific health protocols. 

Changes and/or Cancellations of a Service 

Any bookings made for travel may still be affected by unexpected changes by the respective airline, supplier and/or policies of the Governments of the countries in your journey. Pentravel shall not be held liable for costs incurred, should that information require changes to your booking or results in the cancellation of your booking. 

Refund Fees 

Pentravel will assist you to the best of its ability with obtaining any refunds which may be due or rebooking trips using future credits where applicable, for which we will charge a service fee, however, Pentravel will have no control in respect of the outcome and will be governed by the original Terms and Conditions, including any penalties (changes or cancellation) imposed by the respective airlines/suppliers utilized in your booking. 

Financial Conditions of Travel Suppliers 

Pentravel acts at all times as an agent, sub agent or broker for various principals and other 3rd party suppliers inter alia; tour operators, airlines, cruise companies, car hire and touring firms, hotels and other providers of tours, transport, sea or land arrangements and other travel-related services such as visas. Pentravel has no special knowledge of every suppliers’s individual financial situation and cannot accept any liability for a supplier which may default in future, or for recommending future travel credits with suppliers which may go out of business by the time the client wishes to use the credits. 

Travel Insurance during Covid 

For your protection, Pentravel strongly recommends that you purchase adequate Travel insurance to cover you and your group in the event of cancellation under all these circumstances and for any medical expenses. Please note that not all Travel insurance policies protect against cancellation due to pandemics and/or supplier defaults so you must read the policy wording and levels of cover offered very carefully before selecting your policy. We would recommend that you consider also purchasing an optional “Voluntary Cancellation Cover” which is usually an additional cost on top of your Travel Insurance policy premium and must be purchased within 24 after making your first payment of your holiday. Please contact a consultant for information on travel insurance cover by emailing 

RELEASE: You hereby expressly assume all of the risks and dangers covered in paragraphs above, and you hereby expressly agree to release, discharge and hold us, employees, officers, directors, associates, affiliated companies, harmless against any and all liability, actions, causes of actions, suits, claims and demands of any and every kind and nature whatsoever which you now have or which may hereafter arise out of or in connection with these risks and dangers. 

Current rules regarding travelling 

Due to the numerous changes imposed by the SA Government, Airlines or other Countries with little notice, Pentravel cannot take any responsibility for travel services booked, including but not limited to, flights and/or accommodation, cruises, coach tours and more, where regulations are subsequently changed, restricting travel to those destinations. 

The following points are important to note about travelling during this time: 
  • Should you be flying internationally or domestically, we recommend you book a flexible ticket that permits changes or refunds. 
  • Passengers will also be required to wear masks at all times and present their ID/Passport and online boarding pass (on their smart phone or printed at home) 
  • Visa requirements for some countries may have changed during the pandemic so please reconfirm ALL visa requirements based on your passport of travel and destination/transit countries. 
  • Airlines or Travel Suppliers Under Business Rescue 
  • Pentravel has no special knowledge of every suppliers’ individual financial situation and cannot accept any liability for a supplier which may default, go under Business rescue or cease trading by the time the client travels. 
  • Should you choose to book an airline or travel supplier currently under Business Rescue, we can accept no responsibility should the airline or supplier default. 
  • Please always consult a travel insurance professional to purchase an Insurance Policy that covers you in the event an airline or supplier you have booked on defaults after your purchase. 

Travel Insurance 

Travel Insurance is essential to protect you when you travel. Have you been offered, or asked us for Travel Insurance? Cover yourself against cancellation, medical, baggage and personal expenses plus more. 
  • Bryte Travel insurance are Pentravel's exclusive insurance partner. 
  • Insurance is recommended for both International and Domestic trips. 
  • Pentravel can, at your request, furnish you with the levels of cover offered by Bryte Travel Insurance but you will need to decide which policy type is most suitable to your travel needs. 
  • Pentravel can, at your request, facilitate the issuing of the Insurance policy but we are  not in a position to provide insurance advice. For insurance related queries, or for claims on your policy, please contact Bryte Travel Insurance on 0860 737 775. 
  • Always read the insurance policy documents and full policy wording that will be emailed to you as it contains vitally important information regarding the cover you have purchased and the claims process. 
  • Free Credit Card insurance may not be adequate cover for your trip. 

Bryte Insurance Payments 

Please note that due to Financial Service Provider Regulations, Pentravel is unable to collect payment on behalf of Bryte Insurance. Clients will need to settle their Travel Insurance policy cost directly with Bryte via Credit Card or Secure EFT payment using the link below. If a Pentravel  consultant has sent you a BRYTE policy or quote reference, you can use that reference to make payment. Please click on the link below to pay for your Bryte Insurance policy: 

Check All Your Documentation 
  • When you receive your air tickets, please check that they are correct.  Changes cannot be made without incurring costs.   
  • Check that the Names are as per Passports or ID Book 
  • The names on all Travel documents and or Air Tickets must be spelt exactly the same as those on your passports (International Travel) or ID books (domestic travel). Once your tickets are issued, name changes are not allowed so please check this prior to confirming and paying for your booking online.  

Travelling with Children 

SA Immigration Regulations for children travelling internationally: 
  • From 01 June 2015, all children under the age of 18 require the following when travelling internationally: 
  • Valid Passport, valid for at least 6 months after their return 
  • Any required visas for the destinations they are travelling to or through 
  • Unabridged Birth certificate (this may be called a Birth Certificate or other name if from a different country but it must contain full details of BOTH parents of the child). 
  • If travelling with one parent, consent from the other parent is required in the form of a Parental Consent Affidavit as well as a certified copy of that parent's ID. 
  • If travelling without either parent, consent from both parents is required in the form of a Parental Consent Affidavit, as well as a certified copy of both parent's ID's. 
  • Please click here to access the Home Affairs Parental Consent Affidavit for parents not travelling with their children. 

Please Note: 

If the Parents surname on the Unabridged Birth Certificate is different to that of the surname on the passport eg Maiden name vs Married name, please travel with a certified copy of your Marriage Certificate as well. 

Documents must be original or certified as a true copy of the original by a commissioner of oaths or the equivalent commissioning authority in your country of Nationality and certified copies must not be older than 3 months before your last travel date. 

For all applicable details on these regulations please refer to the Department of Home Affairs official communication by clicking on and reading this document: Home Affairs Immigration Procedures Detailed.pdf 

Drivers License/Car Hire 
  • If you are hiring a car/motorbike or any type of transportation vehicle in another country or locally, you will need a valid driver's licence for that category of vehicle. 
  • We recommend that you always travel overseas with an International Driver's License obtainable from your local Automobile Association (AA) 
  • Minimum age for car hire is 21 years old, sometimes older, depending on the country you will be driving in. 
  • The driver of the vehicle must hold a valid credit card in their name to produce on collection of the vehicle as you will be asked to pay a deposit on the vehicle over and above the car hire charge. 
  • Please specify at the time of booking if you require a baby/child seat for the rental vehicle which we can request at an additional charge. This may be compulsory in some countries and you will need to pre-book it if not taking your own. 

Cancellation and Amendments 
  • Pentravel charges R500 per person per change if we are required to assist you with changes to your online booking.  
  • You can utilize the airline’s website as an alternative when making changes to your booking.  
  • If changes are made to flights prior to departure, the difference in airport taxes between the time of ticket purchase and time of the change will be charged by the airline. Should the airfare have changed or the original offer retracted, the difference between the original fare and the increased or applicable airfare may also be charged. 
  • Should you miss your flight or NO SHOW, your ticket may be non-refundable if not cancelled or changed before departure. 
  • Please contact if you will not be utilising your whole ticket or any one flight on your ticket. 
  • Your baggage allowance may also change depending on the new fare/date purchased. 

Schedule Changes by the Airline 

Any schedule or routing changes made by the airline or 3rd party suppliers are out of Pentravel's control and we therefore cannot be held responsible for these changes. We will assist and advise on the options available should your booking be affected by any airline or other supplier’s changes. 


The Airline and/or 3rd party suppliers holds any monies you have paid for the airtickets or other travel arrangements , not Pentravel, therefore refunds on air tickets can take up to 12 weeks, in certain extreme cases and when refund volumes increase. 

All airlines have different policies regarding refunds on half-flown tickets and therefore Pentravel cannot guarantee any refund on these. We will apply for the refund on your behalf but will need to confirm the amount due, if any, once the airline has advised us. 

We reserve the right to charge service fees as well as pass on those service/cancellation charges levied by the airlines and third party suppliers.  

Not all airport taxes are refundable - this is determined by the individual airline concerned. 

Refunds are returned via the same original method of payment that you used to pay Pentravel or in some instances,  the airline may hold the funds in a “wallet” to be utilized for a future booking.  

Before You Go 

Flight Connections 

Pentravel recommends a minimum 3 hours connecting time between flights and at least 4 hours for connecting flights within the USA. You must use your flights in the sequence that they are booked on your ticket. Should you miss a flight or no-show, the airline will cancel the remaining sectors automatically and you will need to make a new booking at your own cost. 

If you need to change any part of your itinerary, or you have missed a connection, please contact to assist you in making further changes.. 

Online Check-In 

We highly recommend that you check-in online wherever possible, using the airline websites. This is usually available 24 hours before the departure time of your flight but please check with each airline. 

Check-In Times 

Pentravel recommend a check-in time of 4 hours prior to departure for international flights and 2 hours check-in time for South African domestic flights. These are a guide only and may vary at any time due to security and other factors at the airport. 

Reconfirm Your Flights 

Once your journey has commenced, onward flight times and routings may be changed by the airline. Please confirm your onward flight check-in and departure times. Pentravel will not be held responsible for missed onward flights. 

Special Requests (Seating, Meals, Bassinets, Wheelchairs, Unaccompanied Minors) 
  • Please advise us of any special requests you may have. We will request these from the supplier and/or airline but they are never guaranteed and may be subject to availability and additional charges. 
  • We highly recommend you pre-seat yourself on the airline's website prior to departure, whilst doing online check-in. 
  • Families should check-in online as early as possible to ensure seating together as Pentravel and the airline cannot guarantee seats together. 
  • Seating varies according to the class and airfare you have purchased. Many airlines now charge a fee for pre-seating or seating with extra leg room. You can request seating at the time of making your booking online,  but this is not always guaranteed with all the airlines.  
  • The airline reserves the right to change the configuration of the aircraft at any time which may change your seating request. 
  • Services such as Wheelchairs, Unaccompanied Minors or Meet and Assists must be requested at the time of booking as they are subject to availability. If you require assistance with this,  please email or contact the airline directly.  
  • Special meals need to be requested at time of booking. 
  • Many discounted or low-cost carriers do not offer free meals on board. 

  • Your baggage allowance will vary according to the airline, class of travel and the routing you have chosen. Some airfares and/or airlines do not allow free checked baggage allowance. Please confirm the baggage allowance offered on your chosen airfare before you proceed with payment and confirmation.  
  • Hand luggage restrictions depend on the airline but should usually not exceed 5-7KG - please confirm with the specific airline you are booked on. 
  • Most airlines will charge for excess baggage so do not exceed your baggage allowance. 
  • Booking separate tickets may affect your baggage allowance as each ticket will have separate conditions. 

Duty Free Customs Allowances 

If you are planning on taking goods such as alcohol, cigarettes or perfumes on your trip, please research the Duty Free allowance for your specific country of destination. 

Whilst You're Travelling 

Hotel Security Deposit 

Most hotels globally require a security deposit at time of check in. This is a deposit for incidentals incurred by guests and is usually taken as a pre-authorisation off your credit card. If no incidental charges are incurred, the hotel will release the pre-authorised amount. If you require further information, please ask your travel consultant or the hotel directly. 

Local City Tax 

Some countries may charge a City tax which is only payable, in cash, on arrival at your hotel and is therefore not payable prior to departure. Amounts vary from one city to another so please make enquiries on arrival at your destination. 

Need Assistance Whilst You're Away: 

In case of an after hours emergency, please contact the branch that you have booked with where you will be provided with an emergency contact number. Details for the branch can be found at the top of this document. 

Protection of Personal Information Act('POPI') 

Operator means an operator as defined in the Protection of Personal Information Act, 4 of 2013; 

Personal Information means personal information as defined in the Protection of Personal Information Act, 4 of 2013; 

Protection of Personal Information 
  • You hereby authorise Pentravel, a division of Cullinan Holdings, to collect your Personal Information as it is relevant to this Agreement and/or service which we are providing for you or is deemed to be relevant for the provision of such service. 
  • Pentravel is committed to the adherence of national legislation and regulations pertaining to the safeguarding of data privacy. 
  • Pentravel shall use information previously provided by you to perform our services and to amongst other things, process invoices, credit notes, statements and any other document related to the services. 
  • You confirm that we may share your personal information with the following persons, who have an obligation to keep the personal information secure and confidential: 
  • Employees of Pentravel who are required to be informed of the personal information in order to attend to the services supplied and; 
  • All third parties who may assist us in supplying the services. 
  • We undertake not to disclose your personal information unless it is legally or contractually required to do so. 
  • We agree to use all reasonable efforts to ensure your personal information in our possession is kept confidential, stored in a secure manner and processed in terms of POPI. 
  • You hereby acknowledge and warrant that: 
  • Pentravel is entitled to process and store any such Personal Information in the manner set out in Pentravel’s Privacy Policy, available on the website ; 
  • Pentravel is entitled and authorised by you to transfer any Personal Information to any of its Operators; and 
  • Pentravel is entitled to store and back-up your Personal Information on its servers. 
  • You confirm that you have read and agree to Pentravel’s Privacy Policy and hereby provide your consent to Pentravel to process your personal information and acknowledge that you understand the purpose for which it is required and for which it will be used. 

NB. Your booking will only be processed after acceptance of the Terms and Conditions and once full payment has been received.