REFUND - FLIGHT 4Z794 29 October 2020

To the SA Airlink company- I am disappointed at how my case requesting a refund for 2 tickets that my daughter and I did not use was handled. Firstly, I bought the ticket via computicket and the consultant at computicket was told by SA Airlink consultant, that I did not pitch and therefore I forfeit my money. This is not true as I arrived on time for my flight. The second time I was told that it is my responsibility as a passenger to see to it that I have all travel documents that are required. That I understand and its ok. What I don't understand with you as a Airline, when a flight is delayed, as consumers we have to understand, but when we make one small mistake as consumers we are punished. I lost my daughter's birth certificate, and could not get a replacement at Home affairs due to covid-19 staff shortages. If I knew that my daughter was not going to be allowed to travel without a birth certificate, having paid full adult fare, I would have cancelled the flight within the regulated hours. SA Airlink- I was not asking for money back. I was requesting a voucher to the value of the ticket to use for a domestic flight. It is however, ok. Justice will one day be served.