1time Airline Complaint
 SUPPLIER |
1time Airline |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | George | COUNTRY | South Africa |
| TIME / DATE | 12:06 Tue 31 Jan | PERSON RESPONSIBLE | Candice |
| CUSTOMER | HardieSteenkamp | View all reports by user |
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1
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| PROBLEM | No refund |
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| INCIDENT | Tue 31 Jan | ||
| HEADLINE | No Refund??? 100% cancellation fee??? |
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On 22 November 2011 my girlfriend booked a ticket from Cape Town to Durban (invoice number 1554237) on 16 February 2012 for a boat cruise. Due to unforeseen circumstances she wants to cancel her flight. She phoned up the George branch and with no uncertainty they said that she can book another flight but she can not get a refund. I phoned up a lady at OR Thambo, Candice, and she also said that 1time has a reasonable cancellation fee of 100%...reasonable??? Reasonable means sensible, rational, logical, realistic and levelheaded. Surely this is not allowed in the Consumer Protection Act? How can a company still be so ignorant and bad mannered towards the right of the consumer? It is in order if you charge R8.00 a packet of chips or R10.00 a cool drink, but come on, a 100% cancellation fee? We all know the fuel prices are going to be increased again, but you don't need to keep the consumer's money to pay for the service that you want to try and provide. This is now the end of January and I want the flight to be cancelled, with a "reasonable" refund... Regards Hardie |
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| SUPPLIER'S RESPONSE | 1time Airline | Time and Date | 13:30:20 | Tue 31 Jan 12 |
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Hello HardieSteenkamp, Thank you for raising your concerns. Once a ticket is booked and confirmed 1time charges a full cancellation in the event that a passenger elects to cancel a reservation. 1time is in full compliance with the Consumer Protection act, which states: The service provider is to highlight their limitations in liability, this has been done in our terms and conditions agreed to at the time of booking. It also states that a consumer is entitled to cancel an advanced reservation and 1time is entitled to charge for the cancellation, based on this and according to the general industry practice amongst low cost carrier - once a ticket is booked and confirmed 1time does not allow any cancellations or refunds, therefore the cancellation fee equates to the full fare paid for the ticket. In order to avoid forfeiting the amount paid, may we suggest that you make changes to the booking as per our terms and conditions. We regret your disappointment in this regard. Yours in Aviation 1time |
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