Flight money ******

My family and I are immigrating and I wanted to take my two sons to CT to say good by to my parents. We were supposed to go in July after the schools broke up from term 2. I booked the tickets and a day later my father called and said he was actually quite sick and still struggling from his exposure to Covid Last year.

We decided it was best that we cancel the trip so as not to bring any potential Covid exposure with us and make him more sick. I phoned the call center and explained my situation.

The Scripted response was sorry our website says your ticket is non refundable and you loose all your money. Only after I pressed for about 20 min and asked to speak to a manager, and being put on hold for another 20 min, was I told perhaps I would like to put the tickets on hold till we were able to travel again.

I explained to the nice call center agent that we were leaving the country at the end of July and that I would not be able to redeem the tickets even if they were put on hold. His response was well then I'll cancel the tickets and you will still loose your money, because I website states tickets are non refundable. He then offered to log a refund request on my behalf, after a lot of back and forth about how I felt they were blatantly *****ing from me, but because the website said tickets are non refundable, it was ok.

I then received an email to say my Refund request had been assigned to someone and I would hear back with in 15 working days. Within 3 working days I had a response to say they were refunding me R803 from my initial purchase of R3835. I then responded to say couldn't they rather take the R803 as an early cancelation penalty fee and refund me the rest? I have yet to have a response to that request or even an read receipt of that mail.

So not only will I not be able to say good by to my parents in person, but I have also had R3000 odd blatantly ****** from me, with a smile on their faces.

Well done Kulula smooth move.