Airline Cancels Flight - No Refund

Item: Air Namibia
Rating: 1

My name is Ryan Oosthuizen, and for the sole purpose of including the Refunds Department of Air Namibia into this communication, I would like to explain my situation from the start. On the 28th of March I booked plane tickets with Gotogate for myself and my business partner from OR Tambo to Windhoek (flight SW722) that was scheduled to depart at 6:40am on 29 March 2017. We also booked return tickets on flight SA77 that was scheduled to depart at 4pm that same day from Windhoek back to OT Tambo. Upon arrival at OR Tambo and wanting to check in for departure, we were informed by Air Namibia that due to technical issues, our flight SW722 was canceled. The consultant from Air Namibia advised that an alternative flight on British Airways was available at 12:30pm if I remember correctly. Unfortunately, since this was a business trip for my business partner and myself, we couldn't accept the alternative flight as we would not be able to do what we were supposed to do in Namibia with the amount of time this alternative flight was going to allow us. Furthermore, the Air Namibia consultant advised me that since we booked the tickets through an agency, Gotogate, we were to contact Gotogate and request a refund as Gotogate were to request the refund from Air Namibia directly. I did just that within the next couple of days. Please refer to the email response I received from Gotogate customer care below. My issue is, we paid a lot of money for these plane tickets we couldn't use due to technical issues experienced by Air Namibia. Is it fair towards us for paying for a service and not receiving the service? Is it morally correct having a client pay for a mistake by the service provider? I'd like to get a full refund for a service that wasn't delivered to me please. Kind regards, RN Oosthuizen

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