The client is not always first.

I had the most interesting experience with Vitality travel the past couple of days. I purchased international travel tickets with a layover in Dubai. The purchase price was R11800. I dont know how it happened, whether I errored completely or whether there was an error on the app on my phone, by ended up buying tickets where one of the (four) flights were totally incorrect. Now I must say, let's say it was my error, does it not say anything about the app's interface that the mistake is even possible? That being said, I then phoned Discovery travel to try and change this mistake. I was then informed that I there will be a sort of investigation and I will be contacted the next day at the latest. But in all likelihood, there will be a fee to be paid. That I understand, but at least just see how this happened.

Needless to say, 3 business days then passed and I heard nothing. Now knowing how these things work, I know the longer I wait, the more expensive that change fee/penalty will be. I then phone again, and eventually I am helped by a person and I again explain the situation. The lady then tells my sI must pay the quoted fee. Without arguing, I then just request the quote to change the flight.

A day later I received a quote of R1800 to change the flight. It must be noted now that the flight I erroneously selected, and the one I wanted costs exactly the same. I then go on the app to see the price as it is, and I notice it is now priced at R13000. That is a R1200 difference to what I paid, so it makes sense that I paid ~1500 to change the flight. My lesson is learned.

Today, I go again to see the price of these exact same flight. I see they now cost R11000 (800 rand less than my original purchase!).

Now my problem is this: 1. It bothers me that at no point are you informed that how the penalty is calculated. You get a quote and are told to pay ASAP if you want it at that price. 2. Then, nowhere does anyone inform you that if the penalty is X, it might be X+Y, or even X-Y, depending on the flights. 3. I am also icked about how those prices jumped on the day of my quote request, but then just plummeted the day after. Makes you wonder? 4. Lastly, whether I made an error or not, I am of the opinion, if there was error, does it not raise a flag that the interface might have a flaw, and secondly, if there was an error there is absolutely no attempt from discovery to try and help me fix it. 5. I also asked whether a total refund of the ticket is possible, as that would might make financially more sense and to then just rebuy the ticket, as it was the same prices! Ons this there was no answer.

I understand the consequences of changing flight and penalties concerned. What I dont understand is how, in 5 months in advance, booking a flight through Discovery Travel, can have such a massive penalty when tring to change a flight to identical costing flights, considering the elements above.

This is an expensive lesson learned from a company that I have supported for a long time. And I am deeply let down.