Air Mauritius has no heart when it comes to the customer

Now in the age of the consumer, I find the service I received at Air Mauritius shocking and heartless. An Airline that talks to their commitment to customer expectations and delighting the customer in their values and mission, is an airline that has no heart ,no compassion or empathy at all.

I had booked a holiday for August 2019 in January 2019 and paid for it via my credit card. Unfortunately I was retrenched on 26 June, and I noticed the agency immediately. We decided to postpone the trip to October, hoping to have secured a job by then. However, things did not go to plan and I notified the agency of my options, apparently since I booked in January 2019, the tickets expire in January 2020, and to travel in January 2020, I would need an additional R 35000 to pay in.

In the interim few days before our flight in October, my husband was booked into hospital and we could not travel due to his illness. I did send all the documentation to the Airline and all they can do is give me R 1000 for each ticket as tickets are non refundable.

Where is the human element in their strategy as an airline. Life happens, and yet they have no sympathy or care or feeling for the customer. I practically begged them to postpone the tickets to August 2020, I would pay the difference in as losing R 70 000 is not an option for any person in today's economy. This is the first time that my daughters and I were travelling overseas, why on earth would we want to cancel and lose that money if the circumstances were not justified.

How despicable is that!!! I am retrenched, battling to survive and they want to pay me R 1 000 per ticket. I guess robbing people contributes to their "sustained profitability" When I spoke to Air Mauritius, the staff member mentioned that they do appear heartless but its because people get a doctors note for the slightest thing and they want their money back, I tried to explain that this is not who I am as a person as I am desperately trying to find employment and with my husband being off sick, we could not travel but I have never received such pathetic and cold service from a Company that depends on people to drive their business.

I never realized that retrenchment or having a sick member at home means nothing if it does not happen to you. Having human decency and compassion is free. It costs nothing. It would be so great is these big corporate practiced this simple humane behavior.