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Rights

Passenger Bill of Rights

At Zambia Airways, we are committed to delivering a safe, reliable, and customer‑centric travel experience. While we strive to operate all flights as scheduled, there may be occasions where delays, rescheduling, or cancellations occur due to operational or external factors.

This Passenger Bill of Rights outlines your entitlements and our obligations when such disruptions arise.

Important Information

  •          Zambia Airways does not accept liability for delays or cancellations arising from extraordinary circumstances beyond our control.
  •          We are not responsible for missed connections on flights booked on separate tickets.
  •          We strongly recommend purchasing comprehensive travel insurance prior to travel.
  •          Passengers are responsible for ensuring that accurate email and mobile contactdetails are provided in the reservation, including enabling SMS while roaming or providing a WhatsApp-enabled number.
  •          Zambia Airways is not liable for consequential or indirect losses arising from delays, cancellations, or rescheduling.
  •          Our liability is limited to passengers holding a confirmed ticket on a Zambia Airways‑operated flight.

The procedures below apply when a flight is delayed or cancelled by Zambia Airways, except where extraordinary circumstances apply.

1. Cancelled Flights

1.1 Cancellation Before the Day of Departure

Where the alternative flight is more than four (4) hours from the original scheduled departure time, you may choose one of the following options:

  •          Refund of the unused portion of the ticket to the original form of payment (Zambia Airways tickets only)
  •          Re‑routing to an alternative Zambia Airways destination on a date of your choosing, subject to any applicable fare and tax differences (Zambia Airways tickets only)
  •          Re‑booking to another Zambia Airways scheduled flight to the same destination on a date of your choosing, at no additional charge

 

1.2 Cancellation on the Day of Departure

You may choose one of the following options:

  •          Refund of the unused portion of the ticket to the original form of payment (Zambia Airways tickets only)
  •          Re‑routing to an alternative Zambia Airways destination on a date of your choosing, subject to any applicable fare and tax differences (Zambia Airways tickets only)
  •          Re‑booking to another Zambia Airways scheduled flight to the same destination on a date of your choosing, at no additional charge
  •          Re‑booking on the next available Zambia Airways flight

If the next available flight departs more than three (3) hours later than the original flight, you will be entitled to the benefits outlined in Section 2: Flight Delays.

2. Flight Delays

2.1 Delay of at Least Two (2) Hours

Where feasible, Zambia Airways will provide meals and refreshments proportionate to the waiting time, typically at an airport café or restaurant. Please note that this may not be possible at smaller airports.

2.2 Delay of at Least Three (3) Hours

You may choose one of the following options:

  •          Refundof the unused portion of the ticket to the original form of payment (Zambia Airways tickets only)
  •          Re‑routing to an alternative Zambia Airways destination on a date of your choosing, subject to any applicable fare and tax differences (Zambia Airways tickets only)
  •          Re‑booking to another Zambia Airways scheduled flight to the same destination on a date of your choosing, at no additional charge

If the delay extends overnight, you will also be entitled to the benefits outlined in Section 2.3: Flight Delayed Overnight.

International Flights – Waiting Out the Delay

If you choose to wait for the delay on an international flight instead of selecting the options above, you will receive:

  •          A one‑way flight voucher, valid for a free one‑way ticket on any Zambia Airways‑operated domestic or international route (subject to availability)

o   Voucher validity: six (6) months from date of issue

o   Taxes are not payable

If the delay extends overnight, Section 2.3 benefits will also apply.

2.3 Flight Delayed Overnight

  •          Accommodation and transfers will not be provided if your permanent residence is within 50 km of the departure airport.
  •          Where applicable, Zambia Airways will provide:

o   Overnight accommodation at a designated hotel

o   Airport–hotel–airport transfers

o   Necessary overnight meals

Zambia Airways does not cover additional meals, telephone calls, internet access, beverages, or other incidental hotel services.

3. Refunds

  •          Refund requests must be submitted to the original point of purchase (travel agency or online booking platform).
  •          Tickets purchased directly from Zambia Airways require completion of the Refund Request Form.
  •          Refunds are processed within up to 21 days of submission.
  •          All refund claims must be lodged within 21 days of the affected flight date.

4. Flight Voucher Claims

Requests for flight vouchers must be submitted to reservations@zambiaairways.co.zm and include:

  •          Passenger Name
  •          PNR or Ticket Number
  •          Affected flight number and date

All claims must be submitted within 21 days of the disruption.

5. Denied Boarding Compensation

Zambia Airways does not knowingly oversell flights. However, denied boarding may occur due to operational requirements, including aircraft changes or payload restrictions.

Eligible passengers will be handled in accordance with our Offload Compensation Policy. Compensation will not apply where:

  •          Check‑in requirements have not been met or the passenger is not acceptable for carriage
  •          Boarding is denied due to flight cancellation
  •          A smaller aircraft is substituted for safety or operational reasons

Where possible, affected passengers will be re‑booked on flights scheduled to arrive at the destination within three (3) hours of the original scheduled arrival time.

6.0 Missed Connections

6.1 Separate Tickets

Zambia Airways’ responsibility is limited to the journey shown on the Zambia Airways ticket. Once you arrive at the ticketed destination, our contractual obligation is fulfilled.

For journeys booked on separate tickets, Zambia Airways bears no liability for expenses or inconvenience arising from missed connections, regardless of cause.

6.2. Same Ticket

Applicable only where a single ticket is issued by Zambia Airways, provided:

  •          Minimum Connection Times are respected
  •          The delay or cancellation does not occur more than one day prior to departure
  •          Extraordinary circumstances do not apply

Where a Zambia Airways delay or cancellation causes a missed onward connection, we will assist with re‑routing to the final ticketed destination in the original cabin class on the next available flight.

If re‑booking is not immediately possible and an overnight stay is required, accommodation, meals, and transfers will be provided in line with IATA Involuntary Reroute standards.

8. Extraordinary Circumstances

Extraordinary circumstances are defined in line with EU National Enforcement Body (NEB) guidance and include, but are not limited to:

  •          War or political instability
  •          Government or airport authority instructions
  •          Security incidents and VIP movements
  •          Adverse weather conditions affecting flight safety
  •          Airport closures
  •          Medical emergencies
  •          Bird strikes and unforeseen safety issues
  •          Industrial action and air traffic management restrictions

In such cases, Zambia Airways is not liable for accommodation, meals, transfers, or consequential losses resulting from delays, cancellations, or rescheduling.

This Passenger Bill of Rights is published for transparency and guidance and does not replace the Zambia Airways Conditions of Carriage.