1 reviews | Active since Aug 2012
Change of flights
On Friday 7 August 2015 I booked a flight from JHB to DBN for Monday 10 August 2015 at 09h00. I intended for the flight to be from DBN to JHB. Upon doing an online check in on Sunday 9 August 2015 I realized the mistake that I made and attempted to either change or cancel the flight online - only to receive the following error message \The system has detected that your itinerary does not qualify for a cancellation."I then proceeded to call your contact center which was unattended. Having no other choice I booked the correct flight for 06h00 on Monday 10 August 2015. At the airport I was informed that I could have re-routed my flight this however was not information readily available to me on the website when attempting to make the changes the night before. Upon landing in JHB I was advised by a colored gentleman at your ticket office that I should wait till after the flight departs and report it as a missed flight. I then called and spoke to Jeandre Jacobs who was extremely rude and unhelpful and instead of assisting me wasted my time and missed the grace period cutoff. I would like to change the flight or alternatively be refunded according to your flight rules on the itinerary:("""
Thank you for your post.
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked the incorrect routing. Customers are able to make changes online but only up to 24hours prior to their flight. For flights departing within 24 hours and more than 2 hours prior to departure call our Contact Centre on 0861 KULULA (585852) with your booking code for assistance with changes. This information may be found online our website.
Please note, our Contact Centre hours are from 07h00-19h00. I am not sure if you called within this time but I can assure you that our Contact Centre was operational during this time.
As a gesture of goodwill, I will be requesting a refund of your unused ticket. Please note, a refund may take between 6-8 weeks to be processed.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley - CR
Thank you for your post.
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked the incorrect routing. Customers are able to make changes online but only up to 24hours prior to their flight. For flights departing within 24 hours and more than 2 hours prior to departure call our Contact Centre on 0861 KULULA (585852) with your booking code for assistance with changes. This information may be found online our website.
Please note, our Contact Centre hours are from 07h00-19h00. I am not sure if you called within this time but I can assure you that our Contact Centre was operational during this time.
As a gesture of goodwill, I will be requesting a refund of your unused ticket. Please note, a refund may take between 6-8 weeks to be processed.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley - CR