Yet to receive flight refund promised nearly 2 months ago.

I booked international BA flights on 26 May 2022 through the Vitality platform. Unfortunately our son's UK visa hadn't arrived so we needed to cancel these flights and did so on 12 July 2022. I spoke to Nzuzo (ref ***) and was told I'd be refunded in 6 to 10 weeks. 17.5 weeks later and my +- R31 000 is no where to be seen. I was called in late Sept/early Oct by Disco and was asked for our flight numbers... does this mean that the request was only sent to BA then?! If so, why wasn't it sent in July? On this call I was told it would be any day now...

Since then I've called twice to follow up. I want my large sum of money back! I get vague answers and a flat response that Disco can't speak to BA to ask them about my case. The extent they go to is sending them our name on some list... It blows my mind that a company would offer a service and act as a middle man with no system or process in place to empower their employees to answer client questions regarding said service. It blows my mind even more that a manager in the service centre 1. could not tell me when my details were sent to BA for the refund payment or 2. would not pull out my case as an exception from the usual process, escalate it to a CRM or service recovery agent and call their business partner (BA) for a specific response about where my money is. The "our hands are tied" explanation is the most frustrating thing to hear as a client. There's always a phone call that can be made. It just seems that they aren't willing to do this for me. DO BETTER!

@Discovery: don't call me to talk about this again unless you have an answer from BA. I recommend that you better manage your clients' expectations going forward and say that the refund payment could take up to 4 or 5 (god forbid any more!) months to be made.

@All other Disco clients: make financial provisions if you're going to cancel your flights through Vitality Travel - don't expect to see that money any time soon. I'm in a situation where my personal finances, lifestyle and subsequent stress levels (did I mention I have an infant son?) have been majorly impacted for MONTHS because R31 000 has disappeared into a black hole.