Incorrect Charge for Child Under 3

Dear Intercity Customer Care,

I am extremely disappointed with your latest response regarding my booking (***). Your position is both unacceptable and misleading.

To reiterate:

I was incorrectly charged for a child who is under 3 years old, who according to your policy should not have been charged.

The error was caused by your system, not by me. I had no control over the system’s auto-selection.

I contacted your offices immediately the following day to report and rectify this, but I could not do so at the time of booking (after 10pm) as your offices were closed.

I only booked because flights were fully booked, and I urgently needed to be in Johannesburg for business meetings. I paid what your system required, as I had no alternative at that hour.

For you to now claim that I forfeited my right to a refund because I booked less than 24 hours before departure is unreasonable and unjust. You are essentially penalising me for your own system’s mistake. Were you with me at the time of booking to say I selected the wrong option? No. Even your earlier email and my call to your offices confirmed this was an error on your side, yet your recent response contradicts that.

This matter needs to be rectified immediately. I expect a full refund of the incorrectly charged child fare into the following account by end of business today:

Bank Details: Branch Name: Relationship Suite Branch Code: 450105 Account Name: PD Mashilo Account Number: *** Account Type: Capitec Business Account

If this is not resolved, I will have no choice but to escalate this matter further. I will be lodging formal complaints with the following:

National Consumer Commission (NCC)

Department of Transport

National Regulator for Compulsory Specifications (NRCS) (as it relates to transport compliance)

Consumer Goods & Services Ombud (CGSO)

Media outlets (print, online, and broadcast)

Social media platforms

I am also formally requesting that your CEO or a senior executive contact me directly to resolve this issue. If I am forced to visit your offices in person, it will only escalate matters unnecessarily.

Please understand clearly: this is not a threat but a firm intention to pursue every available legal and public channel until this error is corrected. I urge you to treat this matter with the seriousness it deserves.

I expect written confirmation and refund processing before close of business today.

Sincerely, Dennis Mashilo