Follow up on a complaint that was lodged and never resolved.

On Sunday 29 January 2017 as I was reading my Sunday paper I saw an interesting holiday package to. Paris which was advertised by your company and I got interested to book it for 3 people who were to be married on 17 april2017. I dealt with Shewin from your company and explained that what I was intending to do was meant to be a surprise for all of them which further explains why i did not have their passport details at that time. One of them is my younger sister with whom I live with so I was able to access her passport but without her noticing. Shewin then advised me to sent just her details in the meantime so that he can secure space for the other two by connecting them to the initial booking. As you will notice, the 2 mokoenas booking was only done 2 or 3 days afterwards.

I also wish to mention that although your policy states that a client can pay 50 percent deposit to hold the booking, in my case I was pressured by your office to pay far more than the deposit despite the fact that I mentioned from the beginning that this was 1 booking and not 2 separate bookings. To prove that I was misled by Shewin to the extend that we even ended up arguing on the phone, as soon as I furnished him with my sister details he processed the booking fully and by the time I submitted the details for the other two he now needed about 90 percent of the entire booking despite hat that he had promised to link this booking as one , in other words I paid over 90percent of the entire trip despite the fact that I have over 2months grace period before actual time of travel.

When I told Shewin that he misled me into believing that just like any other customer I was entitled to the way 50percentdeposit as stipulated in your policy, he then started using the fact that I stand to loose more because I have already paid a full trip for first passenger and he called someone he referred as his manager Darryl to speak to me to tell me that I must now pay nearly 90percent of the second booking as time is against us which did although I did not fully agree with him as I am a world traveler myself and I have a travel business as well. For a total trip value of just over R76 000 my balance I'd just under R9000.

Then on 3 February 2017, the most unforseeen situation happened. The wedding was called off, such that even after an urgent family meeting was called on 4 February to try and resolve the issue, this could not happen , hence you can see that Jane mokoena passport couldn't be secured. I immediately called Shewin on 5feb to inform him of the situation but was told that I should call again on 6 feb as his bosses were not at work, he said he will explain the situation to the relevant department. I was then called by a rude guy from your department who just wanted to know when I was going to pay the balance of the money for the trip, I told him that I spoke to Shewin who knows everything about this trip but he could not listen . Shewin was no longer answering or even returning my calls despite the fact that when he wanted the business he was calling me every 5 minutes, this is not good customer service. He wanted a quick buck but when I am now in trouble he is nowhere to be found

Please help me because this situation is beyond my control. I am devastated

Thanks Melita Mohlala