NO SERVICE

I've booked some flights for August holidays to Austria. Unfortunately we couldn't reach them before hand to tell them that we won't be able to fly due to the fact that one of the passengers had a serious heart problem that would have been fatal if the took the flight. Finally I got hold of them where they told me straight forward to contact Swiss Air its not their problem. Swiss Air told me my Traveling agency was suppose to sort it. Back and Forth. We finally gave up and lost R54 000. A 72 year old.!!!!