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Group Travel

  • A Group is defined as ten or more adults travelling together on the same flight.
  • Group rates apply to certain fare types and are subject to availability and may not always be available on every flight.
  • Four or more people travelling on same flights from Lusaka to Lower Zambezi (Jeki or Royal) or Lusaka to Kalabo will be automatically be offered a group fare when booking online or any other booking method. The cheapest fare for your group size will be automatically quoted in the Classic fare type.
  • For all other routes, groups of more than ten travelling together must complete the Group Travel Enquiry Form below and we will contact you shortly with a quotation

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If you are a Travel Agent, Tour Operator, Hotel, Lodge, etc please do NOT use this form. If you are a travel agent or tour operator, please send your business email address to reservations@proflight-zambia.com

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Passenger Bill of Rights

We pride our services in offering a customer focused experience and place great emphasis on safety and reliability. However, like all airlines we are sometimes forced to reschedule or cancel flights and regrettably flights can be delayed. We are not liable for delays caused by Extraordinary Circumstances nor are we liable for missed connections where the connecting flight is booked on a separate ticket. You are therefore strongly advised to purchase Travel Insurance from your travel agent or tour operator before you travel.

It is your responsibility to ensure that your e-mail and Mobile phone contact details are correct in your reservation record and that you enable SMS when roaming or use a Whatsapp number as your reservation phone contact.  Please note that we are not liable for any consequential lost resulting from delays, cancellations, rescheduling or other disruption to our flights. If your booking was made by a travel agent or another airline you must apply to the issuing office for a refund.

Please note the below applies for tickets first/originally issued after 01Apr20.  For tickets issued prior to this date, please refer to our Covid-19 Travel Advisory.

Cancelled Flights

  • Our liability is limited to persons already holding confirmed ticketed reservations.
  • If your flight is cancelled by us or if the revised departure time is not convenient to you the procedures outlined below will apply.
  • Except if the flight is cancelled due to Extraordinary Circumstances outside of our control you will be offered a choice of:

 

Flight is cancelled at any time before the day of departure

  1. A full refund for the unused part of the ticket, in form of airline voucher in passenger name OR
  2. A full refund for the unused part of the ticket, in form of original form of payment (only for first/original ticket issue dates in 2022 and beyond) OR
  3. Re-booking on another Proflight scheduled flight to the same destination OR
  4. Re-routing to an alternative Proflight destination on a date of your choosing and subject to payment top-up of potential fare and tax differences.

 

Flight is cancelled on the day of departure

  1. A full refund for the unused part of the ticket, in form of airline voucher in passenger name OR
  2. A full refund for the unused part of the ticket, in form of original form of payment (only for first/original ticket issue dates in 2022 and beyond) OR
  3. Re-booking on another Proflight scheduled flight to the same destination OR
  4. Re-routing to an alternative Proflight destination on a date of your choosing and subject to payment top-up of potential fare and tax differences. Furthermore, if you choose to re-book on another Proflight flight which is scheduled to depart more than two hours later than the departure time of the cancelled flight you are entitled to the same benefits listed in the 'Delayed Flights' section below.

Delayed Flights

Except where the delay is caused by Extraordinary Circumstances, (see list below) if you flight departure is delayed by more than two hours for domestic destination or more than four hours for international destination, you are entitled to the following:

  1. A full refund for the unused part of the ticket, in form of airline voucher in passenger name OR
  2. A full refund for the unused part of the ticket, in form of original form of payment (only for first/original ticket issue dates in 2022 and beyond) OR
  3. Rebooking on another Proflight scheduled flight to the same destination OR
  4. Re-routing to an alternative Proflight destination on a date of your choosing and subject to payment top-up of potential fare and tax differences 

 

Delays of between two and four hours:

Where possible Proflight will arrange a snack/drink at an airport coffee shop/restaurant. In some smaller airports/air strips this will not be possible and we regret any inconvenienced caused.

Delays of more than four hours:

Where possible we will arrange for meals and refreshments in proportion to the waiting time. Where your alternative flight is not till the following day we will endeavour to provide one nights accommodation on a bed and breakfast basis, and transport between the airport and the accommodation. We will not provide accommodation or transfers if your permanent domicile or that of your family is within 25 kms of the departure airport. Where Proflight is not in a position to arrange accommodation or you opt to arrange your own transfers and accommodation we will arrange to refund you the actual receipted costs or USD 125 whichever is the lesser. Proflight will not cover the costs of additional meals, phone calls, internet access, drinks or other hotel services.

Refunds

Requests for ticket refunds should be directed to the place where you purchased your original ticket, e.g. Travel agent or airline ticket office. If you booked your ticket directly with Proflight (either online or at an office in Zambia) please download and complete the ‘Refund Request Form’. Please allow up to 21 days for the refund requested to be evaluated and processed.

All refund claims must be received in writing within 21 days of ticketed flight date.

Please also note that we are not liable for expenses such as meals, transfers and accommodation or for any consequential lost resulting from delays, cancellations, rescheduling or other disruption to our flights caused by Extraordinary Circumstances outside of our control.

Denied Boarding Compensation

Proflight has a policy to not knowingly oversell flights. However, due to operational requirements such a change of aircraft type and payload restrictions caused during periods of high temperatures, there will be times when passengers cannot be accommodated on the booked flight.

Denied boarding procedures - passengers denied boarding

You are entitled to a payment of 'denied boarding compensation' from Proflight unless:

  • You have has not fully complied with our check-in requirements or if you are not acceptable for transportation under Proflight's rules and practices.
  • You are denied boarding because the flight is cancelled.
  • A smaller capacity aircraft was substituted for safety or operational reasons.
  • A flight operating with an aircraft having 50 or fewer seats has safety-related weight/balance restrictions that limit payload.
  • We are able to re-book you on another flight or flights that are planned to reach the final destination within two hour of the scheduled arrival of the original flight.
  • If you have been denied boarding you are entitled to one of the following forms of compensation.
    • If arrival at your final destination is greater than two hour but less than four hours past their original scheduled arrival, compensation is a 'One-way Fare Voucher' which can be used for a free one-way ticket (excluding airport taxes) on the same route to be used within 6 months.
    • If your arrival at the final destination is four hours or more past the original scheduled arrival, involuntary compensation is a 'Return Fare Voucher' which can be used for a free round-trip ticket (excluding airport taxes) on the same route to be used within 6 months.
    • You will also be entitled to the normal benefits related to 'Delayed Flights'

How to Claim your Fare Voucher

Compensation claims must be made with 21 days of the date you were overbooked.

Missed Connections: Separate tickets

  • Proflight is only responsible transporting you for the journey specified on the Proflight ticket, for example Mfuwe to Lusaka. Once you've arrived at your ticketed destination (in this example, Lusaka) the contract between yourself and Proflight is complete.
  • If you have purchased two separate tickets Proflight has no liability for any expense or inconvenience caused in the event of misconnection caused by the delay or cancellation of your connecting flight, regardless of the reason.

 

Missed Connection

  • Single ticket issued by Cemair, Emirates, Ethiopian Airlines, Hahn Air, Kenya Airways, Proflight Zambia, Qatar Airways, RwandAir or South African Airways only.
  • The connecting flights respect the published Minimum Connection Times
  • Except in Extraordinary Circumstances beyond our control, if the delay or cancellation of your Proflight flight results in you missing your onward flight on one of the partner airlines listed above we will assist in re-routing you to your final ticketed destination.
  • Where possible our airport staff will interface with the onward airline to arrange re-booking your onward international flight at no additional expense. If the onward airline Ticket Office is closed it may not be possible to make new bookings till the following day.
  • If your new connecting flight is more than two hours from the departure time of your original flight then you are also entitled to the benefits mentioned in the 'Delayed Flights' section.

 

Extraordinary Circumstances

Proflight uses the definitions of Extraordinary Circumstances as determined by the European Union National Enforcement Bodies (NEB) which include but are not limited to the following:

  • War/ Political Instability, Government Decrees, VIP flight movements, Instructions by the Airport Operator, Security issues, Weather conditions incompatible with the safe operation of the flight. These weather conditions may be forecast to arise at either the airport of departure, the airport of arrival or along the intended flight path of the aircraft; port, etc. Airport Closure, Medical Emergency, Bird-strike, unexpected flight safety issues; Industrial Relations Issues and Air Traffic Management.

Please also note that we are not liable for expenses such as meals, transfers and accommodation or for any consequential lost resulting from delays, cancellations, rescheduling or other disruption to our flights caused by Extraordinary Circumstances outside of our control.

Privacy Policy

At Proflight, we respect your privacy. That is why we would like you to know how we protect the privacy and security of the information collected online on our websites. Please take a moment to read the following questions and answers, which describe our online privacy and security practices in more detail. By visiting this website, you agree to these practices. What information do we collect?

By using proflight-zambia.com, your information and site activity data is collected. When you register with the site, you will be asked to provide certain personally identifiable information such as your name, home address, e-mail address, and telephone number(s). When you use the online ticketing portion of our site, which is run by our ticketing agent you will also be asked to provide your travel details. If you book travel, purchase something from our online store you may be asked to provide your credit card number and billing information.

By using proflight-zambia.com, some information may be automatically collected by our web servers as you browse our site. For example, our web server automatically collects information known as "clickstream data," such as the domain name of the site providing you with Internet access, the Internet protocol (IP) address used to connect your computer to the Internet, your browser type and version, operating system and platform, the average time spent on our site, pages viewed, information searched for, access times and other relevant statistics. We also collect information by using technologies and methodologies that enable tracking, such as "cookies". "Cookies" are small pieces of information that a website transfers to the hard drive of a visitor's computer for record-keeping purposes. "Cookies" provide visitors a personalized experience on our site by enabling us to determine unique preferences and trends based on visits to our website and to other websites.

Proflight collects other site tracking data through other technologies and methodologies that help manage online advertising. These technologies are provided by our ad management partners and enable our ad management partners to recognize a unique cookie, which in turn enables us to learn which advertisements and websites bring users to our website. The unique cookie, if it exists on your computer, was placed there either by us or by another advertiser who works with our ad management partners. How do we use the personal information we collect?

We do not sell your information and we use it only in accordance with this policy. We use the information to complete transactions, respond to your requests and notify you of promotions, updates, or special offers that we think may interest you. We also use your information to provide you with a more effective customer experience at Proflight-Zambia.com and with Proflight. In order to do this, we may process your information or combine it with other information that we have about you or that is publicly available. This enables us to customize your customer experience and provide you with more relevant offers. To do these things, we may share your information with our carefully selected business partners who agree to appropriate confidentiality and security measures and who are bound to follow terms at least as restrictive as this privacy policy in handling your information.

We use information collected from our web-servers and from site tracking to enable us to increase the functionality and user-friendliness of our site and to better tailor our site to our visitors' needs. For example, some of this information is collected so that when you visit our site again, the site will recognize you, and serve advertisements and other information appropriate to you and your interests. We also use this information to verify that visitors to our site meet the criteria required to process their requests.

As described above, some of this information is collected through the use of "cookies". Most browsers used by visitors have options that allow the visitor to control whether the browser will accept "cookies", reject "cookies", or notify the visitor each time a "cookie" is sent, but setting a browser to reject "cookies" will limit the range of features available to the visitor on our site. Please be aware that rejecting or disabling "cookies" will not necessarily limit all forms of site tracking technologies and methodologies.

To the extent permitted by law, we may disclose personally identifiable information to government authorities or third parties pursuant to a legal request, subpoena, or other legal process. We may also use or disclose your information as permitted by law to perform charge verifications, report or collect debts owed, fight fraud, or protect the rights or property of Proflight, our customers, our website, or its users.

Thank you for visiting our site, and for taking the time to read this policy.

LAST UPDATED: June 15, 2009
EFFECTIVE SINCE: January 1, 2000

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