No refund

I hope this message finds you well. I am writing to express my dissatisfaction with a recent experience I encountered regarding the cancellation of my husband's travel booking. Due to unforeseen circumstances, my husband’s trip was canceled, prompting me to cancel our tickets. According to your company's terms and conditions, cancellations must be made at least six hours before the scheduled boarding time. I adhered to this requirement and attempted to cancel our tickets within the stipulated timeframe. However, upon initiating the cancellation process, I was confronted with conflicting information. Initially, I was informed that the tickets were non-refundable, which contradicted the information displayed within the ticket details, where it was stated that an 80% refund would be issued. This inconsistency has been both confusing and disappointing. The total cost of the tickets was R2322, and unfortunately, despite following the necessary procedure, I have not received any refund, nor have I been provided with a clear explanation regarding the disposition of my funds. This experience has significantly impacted my confidence in booking tickets online through your platform. I kindly request clarification on this matter and hope to resolve it promptly. Ensuring clear communication and consistency in policy is vital for maintaining customer trust and satisfaction. Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution. Sincerely, Diana Kok