CW
Chanèe Winter
1 reviews | Active since Aug 2019
12 Oct 2022, 10:50
25% Service Fee for bad review!
I was just issued with a 25% "Service Fee" of my total Invoice 5 months later after my trip to Zanzibar because I would not remove my review. They threaten their clients to remove negative reviews because of their bad service we as clients paid for with our hard earned money.
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AfricaStay's replyOfficial
12 Oct 2022, 16:45It is extremely disappointing to see your review. We have decided to take a strong stance against your slanderous campaign.
For the last 3 years, we have had over 2000 clients displaced by COVID, including lockdowns, border closures in South Africa and/abroad, airlines going into liquidation or business rescue, etc. Although we have had a very challenging time in our industry, we have looked at each and every booking on an individual basis in order to help all affected clients, to the best of our abilities despite being faced with constraints that were well beyond our control.
We moved your reservation 3 times due to various reasons that were through no fault of ours. You were affected by Mango Airlines entering into business rescue. As your booking was part of a block booking with Mango, we faced a lengthy process in order to be able to produce your original tickets, all of which was explained to you. With the goal of making sure that our passengers were able to travel and also to support the Zanzibar destination over these economically trying times, we chartered an aircraft to run the route from Johannesburg to Zanzibar. These flights were solely subsidized by us and we gave you discounted flights in order to help as best we could.
We have carried out the services we were responsible for and in line with our terms & conditions of fair trading, we are entitled to charge a service fee for services rendered. We will charge you the 15% service fee as per our invoice.
AfricaStay's reply12 Oct 2022, 16:45
Official
It is extremely disappointing to see your review. We have decided to take a strong stance against your slanderous campaign.
For the last 3 years, we have had over 2000 clients displaced by COVID, including lockdowns, border closures in South Africa and/abroad, airlines going into liquidation or business rescue, etc. Although we have had a very challenging time in our industry, we have looked at each and every booking on an individual basis in order to help all affected clients, to the best of our abilities despite being faced with constraints that were well beyond our control.
We moved your reservation 3 times due to various reasons that were through no fault of ours. You were affected by Mango Airlines entering into business rescue. As your booking was part of a block booking with Mango, we faced a lengthy process in order to be able to produce your original tickets, all of which was explained to you. With the goal of making sure that our passengers were able to travel and also to support the Zanzibar destination over these economically trying times, we chartered an aircraft to run the route from Johannesburg to Zanzibar. These flights were solely subsidized by us and we gave you discounted flights in order to help as best we could.
We have carried out the services we were responsible for and in line with our terms & conditions of fair trading, we are entitled to charge a service fee for services rendered. We will charge you the 15% service fee as per our invoice.