R16 000+ Vitality British airway booking refund\Voucher not being giving to us from the Covid pademic

R16 000+ Vitality British airway booking refund\Voucher not being giving to us from the Covid pademic I have giving Discovery ample time to get a solution to our query, We have been past on from one person to another, no one are willing to assist us. The query has been escalated with Romana now since the 6th of September 2022, the last feedback we received was on the 12 September when she called my wife to say it has been escalated. We have not received any future feedback. We have plans to finally go on the trip so please Discovery assist us!

Just to give you background again on our situation.

We booked flights to London via British Airways in Oct/Nov 2019. We made use of the Kulula portal and our Discovery Vitality logins. We were set to leave for London in June 2020. as we all know the pandemic hit. We were given Future travel vouchers by British Airways to use until APril 2022, when the state of disaster worldwide was extended British Airways made an announcement stating that all Future travel vouchers and e-vouchers sent out during this time will be extended until September 2023. It still indicates this on their website.

During March of this year they sent out emails saying that all travel vouchers will be refunded, unfortunately we were not part of that as we booked through comair and not them directly, so we had to take a refund up with comair. We did not do this as we knew it would be a lengthy process and we were planning on traveling March 2023 and we were happy to use the vouchers. We were however assured that we will still be able to use the voucher until September 2023.

When phoning them on Tuesday to find out the value of the 2 vouchers as I was not completely sure what they were anymore. I was infomred that those vouchers are no longer valid as there has been a refund requested by Vitality for these vouchers. We never requested a refund, we did not fill in any form on contact anyone to get this process going.

As of this moment we are not being assisted by British Airways in any way, they merely say that the vouchers are not valid and that all responsibility to fix this situation falls on Vitality as we made the booking through you. This is all I could get them to say after more than 2 hours of multiple calls to their call centre. I spoke to 3 different agents. They refused to put me through to management.I spoke to Alit first, I was the transferred through from Vitality to British Airways again (can't remember his name) I then spoke to Nita would said she would put me through to management but just kept me on the line for 20 min until I hung up.

I was finally transferred through to you after speaking to a lovely call centre agent at Vitality ( I am very sorry that I can not remember her name)

As requested, here is all the information we could find. We unfortunately do not have boarding passes as we never checked into the flight we only received a booking confirmation. I have attached everything as photos, but will gladly forward all the emails if needed, I just did not want to spam you as I am sure you receive a lot of emails on a daily basis