1 reviews | Active since May 2022
Ticket refund
On Friday night I purchased 4 tickets for R350 per ticket (R380 with tax) so basically a table with a bottle to the event for 2 friends of mine (brother and sister) and their partners. Later that night there was a family tragedy. I requested a refund at around 9/10 in the morning understanding it would be up to 75%. I called your helpline countless times the morning of the event as the request was pending with no answers. Then 24+ hours later he received approval for the refund requested and was refunded R378,52 which was hardly a quarter of what was purchased. I feel like it was only approved after the event so we the client would get a poor refund and you Howler were able to sell our tickets, therefore, making money off our pending tickets that took so long to approve as well as taking basically all our money for an event my friends did not attend. Not only that but if there was some sort of communication which we tried countless times to get before the event we may have been able to sell those tickets to other people but could not do while pending. I understand you have your policies however the refund we got was embarrassing and your call/help centre was basically nonexistent for us to be able to make a plan especially if the request was denied. I sent an email Wednesday the 4th of May which obviously has not been responded to because it's clear howler doesn't care about their customers.
Also just make the review title - Never apply for a refund from howler no matter what the situation
We’re really sorry to hear of this experience with our support team.
We’re aware of some delays with our team in the past and so We’ve taken extreme yet appropriate measures internally to prevent such issues going forward by hiring an extra manager, a communications specialist and restructuring our existing support system.
With regards to your refund amount. The amount refunded is based on when the request is made and not when the request is approved. The policy for this event states that if the refund is requested within 7 days of the event, a 75% fee is charged and you are paid 25% of the ticket value. This is in order to cover any costs incurred by the organiser in order to host the event. As you can imagine, if an organiser is expecting a lot of people and many of them request refunds the week of the event, the organiser has still made arrangements to cater for those people. This is why the policy is set up this way. We’re sincerely sorry to hear of your family tragedy. The refund protect option does cover these kinds of things and may be something for you to consider in the future.
Apologies for any miscommunication, confusion and inconvenience.
We’re really sorry to hear of this experience with our support team.
We’re aware of some delays with our team in the past and so We’ve taken extreme yet appropriate measures internally to prevent such issues going forward by hiring an extra manager, a communications specialist and restructuring our existing support system.
With regards to your refund amount. The amount refunded is based on when the request is made and not when the request is approved. The policy for this event states that if the refund is requested within 7 days of the event, a 75% fee is charged and you are paid 25% of the ticket value. This is in order to cover any costs incurred by the organiser in order to host the event. As you can imagine, if an organiser is expecting a lot of people and many of them request refunds the week of the event, the organiser has still made arrangements to cater for those people. This is why the policy is set up this way. We’re sincerely sorry to hear of your family tragedy. The refund protect option does cover these kinds of things and may be something for you to consider in the future.
Apologies for any miscommunication, confusion and inconvenience.