Disappointed Traveler

I am highly disappointed with the service I received today. I had a booking to fly from OR Tambo to Cape Town on Saturday 14th November 2020. Circumstances changed, forcing me to change my booking. I went onto the website, logged in and went through the booking change process, entering my credit card details to pay R398.00 - R98.00 for the fare adjustment and R300.00 for the change fees. However, I received an error message from the system saying it was unsuccessful and I should try again.

The 2nd attempt did not give me the same option and I had to change to a later flight that only incurred a R300 change fee. This 2nd attempt went through immediately without issue. I then became aware that although I received an error message the 1st attempt to change the booking, the fee of R398.00 was taken from the credit card so a total of R698.00 has been debited from the credit card.

I tried to call SAFAIR many times but was unable to reach an actual person. When I eventually did reach a real person, he acknowledged the error but said it would take 7 to 21 days for a refund.

This is not acceptable. It is not a refund!! it is a reversal of funds taken without authorisation and in error. Why should I have to wait 7 to 21 days for my money to be returned to me. I have been a loyal Flysafair customer for years. This experience has made me reconsider my domestic airline.