JF
Johan F
1 reviews | Active since Aug 2020
07 Sept 2020, 16:01
Unfair cancellation fee
I booked a ticket to visit my mother for the easter weekend in March before lockdown was announced. When I contacted Citybug regarding the ticket that could not be utilised due to lockdown I was told that I have until 30 September to inform them if I will be using the ticket in future. My mother passed away on 7 August. I contacted Citybug today to request a refund because I will no longer need the ticket anymore, and I was told that I have to pay a penalty of 30% for cancellation. I think concerning the circumstances and the fact that I was not informed of a cancellation fee before it is rather unfair.
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Citybug Shuttle Services's replyOfficial
07 Sept 2020, 16:55Good day Johan Fourie, our condolinces with the loss of your mother. That is true we do have a cancelation fee of 30% as per our T&C of our company as you are aware when you bought the tickets in our office and signed for them on 11/03/2020.
Citybug Shuttle Services's reply07 Sept 2020, 16:55
Official
Good day Johan Fourie, our condolinces with the loss of your mother. That is true we do have a cancelation fee of 30% as per our T&C of our company as you are aware when you bought the tickets in our office and signed for them on 11/03/2020.
JF
Johan F's updateReviewer Update
07 Sept 2020, 17:34Then came lockdown and I was unable to travel. Your office should not have given me the option to cancel the tickets without reminding me that should I choose the option of not using the tickets in future that I would be liable for a 30% cancellation fee. For your company R276 is surely 'n drop in the bucket taking into concedaration that you had te refund another client R10 000 for a plane ticket to UK when your bus broke down and he couldn't make it in time for his flight. Covid came as shock to everyone and I really thought that you would take circumstances into account. I think you need to upskill your staff and ensure that they inform customers better. I am also going to report this matter to the Covid 19 business regulator.
JF
Johan F's update07 Sept 2020, 17:34
Reviewer Update
Then came lockdown and I was unable to travel. Your office should not have given me the option to cancel the tickets without reminding me that should I choose the option of not using the tickets in future that I would be liable for a 30% cancellation fee. For your company R276 is surely 'n drop in the bucket taking into concedaration that you had te refund another client R10 000 for a plane ticket to UK when your bus broke down and he couldn't make it in time for his flight. Covid came as shock to everyone and I really thought that you would take circumstances into account. I think you need to upskill your staff and ensure that they inform customers better. I am also going to report this matter to the Covid 19 business regulator.