Discovery Bank & KULULA Refusing to Refund Flights during COVID19 LOCKDOWN

As a discovery bank client I decided to make use of the flight discount benefit. Flights have to be booked through their Kulula booking portal and travel insurance is automatic for purchases on the credit card.

Firstly there is no way to select the type of ticket you would like to purchase and they are automatically NON REFUNDABLE. The travel insurance provided by the Discovery Bank is done through Hollard, generally a fairly reasonable and reputable insurance company.

I should have known this would have been a horrible experience from the start when I had to personally request the documents for the travel insurance after paying for my flights.

These flights were booked on the 2nd of February to depart on the 1st of April for a trip to visit family that my partner and I have been planning for months.

Regardless of the fact that the flight carrier is Emirates, who is offering to waive the rebooking fee and offering their customers flight vouchers. Kulula today contacted me with the following response to my email requesting a refund.

"Good Day Hope this mail finds you well. Below is the terms and conditions regarding your Emirates ticket on the 1st April 2020

The cancellation penalty fees will apply, in your booking rules tickets non-refundable in case of cancellation. We can place your ticket on hold for future use, please note your ticket need to be used and travel completed before 19 Jan 2021. Ticket valid 1-year from date of issue. Changing your booking before the 31st March no penalty fee will apply, only fare and taxes difference may apply.

If you place on hold now and provide us with new date after 31st March penalty fee(R1000.00 per person) will apply plus fare and taxes difference and admin fee R345.00 per person."

So because I am unable to confirm (in the next 3 days!!) if I will be able to travel later in the year, I have to pay R1345 PLUS fare and taxes for rebooking my fight after the 31st of March!

Here is the kicker, that travel insurance (HOLLARD) that is provided by this wonderful bank, has refused my claim on the grounds that its not covered in my policy and have insisted that I claim a refund with the airline.

Discovery Bank you are responsible for both the insurance that is provided with this airline ticket purchase as well as the booking portal that gives you NO CHOICE but to select a ticket that is NON-REFUNDABLE. You are cheating your bank clients y allowing these partnered services and companies to ***** our money and refuse us refunds.

In this unprecedented time where countries have closed their borders, companies are shut down, people are being laid off and having their working hours and salaries reduced, how can you allow us to not be refunded? This is R8000 I will never see again, and after this you will never see me again either.