Rather use anyone else than Discovery travel

On 26 May 2025, I confirmed the changes to the flights through email sent by Discovery travel. I received the confirmation from you that the flight changes were accepted. l then paid for an upgrade with United Airlines. This request was processed and confirmed the same day. However, on 28 May 2025, a Discovery Travel employee accessed my booking and cancelled the paid upgrade waitlist without any communication, consent, or instruction from me. Discovery Travel has since admitted on a call that the change was made by Discovery Travel, and acknowledged it occurred without any airline instruction or customer authorization. Their explanation attributes the cancellation to a lack of internal system visibility regarding the nature of the waitlist request.

This justification is not acceptable.

The key issue—and the point being missed—is that a Discovery employee actively amended my confirmed booking, which directly resulted in my position on the waitlist being lost and reassigned to another passenger. This has caused severe prejudice to my travel plans and potentially deprived me of a service I had paid for and secured. which is a surprise to my family.

This was not a technical oversight or a passive system error. It was an unauthorized and affirmative act by a Discovery Travel employee who modified a paid service on my booking without any authority to do so.

This incident raises serious concerns about Discovery Travel’s handling of customer accounts, their internal access controls, and the level of accountability exercised over staff actions.

See email feedback below as received:

Kindly note that the clients upgrade was not confirmed upon the agent handling the booking. The waitlist has been reinstated, Which I did! and the Airline has confirmed that it will only be assessed closer to the departure time and the member has not lost his position on the waitlist . This has been verified with the Airline.”

I asked that we are certain that the client is in the same position as before? Again they did nopthing, I call tjhe Airline and sorted this out myself!!!

And management advised the following. - Nothing absolutly nothing - I would reather pay full price than use discovery travel.

I have logged a complaint with https://asata.co.za/ lets see what they have to say. I'm also having a chat to the POPI guys next. im sure they going to be less excited with breaking the law.