Disappointed

I booked a ticket for one of our coaches, who cancelled last minute because of being invited to speak at the Olympics. I cancelled his flight and requested a refund. The airline issued a voucher. I was so happy. But it turns out we're not able to use this voucher without the voucher pin.

And this pin is impossible to obtain. We've contacted customer support to get the pin, who says that the pin will be emailed to the coach, which doesn't make any sense, because we paid for the flight from our business account. We've asked for the pin to be sent so many times, but it just doesn't get sent. The coach can't find the pin emailed through, support refuses to help us. This is false advertising. Why say that you'll provide a refund for flights that are cancelled, but then refuse to make available the pin required to use the voucher? I am giving up. This experience has wasted so much of my time and our coache's time and now it seems like we'll never get the money back because the airline refuses to give us the pin required to use the voucher.

This year alone we've spent so much in flights for our coaches that we fly all over South Africa. I would've expected that because we are such regular and loyal customers, you would want to keep us happy. That's why I was so dissapointed.