SAFAIR Airline does not honour its Refund Policy

I purchased a Safair airline ticket for my daughter to travel from Cape Town to Johannesburg on Sunday 20th August - ref HUNQGB. Unfortunately this flight never took off. An incident occurred with a bird flying into an engine causing severe damage and the plane was forced to turn around on the runway and was thereafter grounded. The ensuing chaos at the airport resulted in my daughter missing the event as the airline could only accommodate her on a flight at 8pm same day though some 12 hours later. Okay so these things happen I perfectly understand, however Safair's subsequent handling or sheer lack of it has been simply abysmal. We were informed to fill in a form and a refund will be processed asap. This was undertaken at the airport a month ago, 20th August. Despite phoning countless times and the excessive delays on hold & cut offs - anyone who has experienced Safair's Call Centre turnaround time and efficiency will understand the sheer frustration here. We have to-date run up I guess in excess of R300 airtime for a refund of R1400. We have waited now beyond twenty days for the miraculous refund to appear. This morning's dialogue was along the lines of "Oh did you check your account on the 30th August", despite being told on numerous occasions they wont even look at a refund before 20 days. No there is no surprise refund in my account!! The second call today as soon as we mentioned they have breached their refund policy we were told, "Oh sorry we cannot seem to hear you. Would you mind calling back". In summary we like many South Africans favour Safair simply because yes they are the cheapest airline for my daughter's travelling - she is a student. One is constantly reminded when on a Safair flight that they are the 'Number 1 Airline in SA' for on time departures and arrivals. What one is not informed is that they are completely incapable of service in a professional capacity when anything goes wrong. In the ratings here I question whether they would make it even onto the scale! Service is an overall experience. Safair you are an absolute sheer disgrace to the customer service industry on your dealings with my refund and in breach of the agreement which you profess to honor.