Penalty Fee Refund: Booking reference no. QOM998

Good day,

Not happy with the service and explanation on why I was not refunded for a penalty fee that was supposed to be subtract when I booked online.

I booked my flight on the 21st of August 2021 in the afternoon upon noticing that i made an error i went back to the website to make changes. I took note of the message displayed in red informing customers that they should contact the call center for 1 free change. I immediately called the call center but i could not get to talk to an agent and make changes because the automatic message said " he call center is closed their working hours are Monday to Friday from 08:00 - 16:30. I couldn't take the risk of not making the booking changes because I might not get the same flight and the same price, waiting for Monday morning was not an option.

I emailed the customer care explaining my story and I was told my request for a refund has been declined i should've no.1 called the number provide of which i did there is proof. No.2 i was told the voice message informs passengers, "If you require assistance with a booking, contact ***.” they have agents working over the weekend, holidays and after hours standing by to assist.

Where exactly does it inform the customer that there are agents working weekends? why was that message not written in bold on the website the same way you mention the number we should call?

I didn't need assistance with a booking, I needed assistance with claiming my refund why must that be vague.

why must you lie about agents working weekends? When your email signatures and contact center clearly says you are closed weekends and holidays?

So are you saying I cant get a refund because I booked my flight over the weekend? Changes cannot be made on weekends? I'm not happy with the outcome at all.