DESPICABLE AND BAD CUSTOMER SERVICE

On 16 Feb 2020, I booked a return flight via eBucks Travel to Dubai for Sep 20 - 27 for my family of three (3). With the advent of COVID-19 pandemic, the hotel has offered us to change our stay to a future convenient date, and the airline (Emirates) also offers a change of flights on their website as long as you made a booking before 30 June 2020 for travel on or before 30 November 2020. Refer https://www.emirates.com/za/english/help/keep-your-ticket/

When I contacted eBucks Travel for a change in my travel dates, I was informed that the airline (Emirates) has not yet offered options to change flights without cost, whereas the airline is currently offering customers options to change flights without any cost as a result of COVID-19 pandemic. I was further informed that the change can be done but at a cost of R500 Penalty Fee per ticket as well as a further R200 Admin Fee per ticket. That still excludes the difference in fare price per ticket due to the change.

eBucks Reference 1-***7

I would like this matter to be resolved urgently, to ensure the security and protection of my family.