KULULA charges twice for the same passenger

Good morning Mr Russel James was booked and charged for 2 tickets on the same flight From LIVINGSTONE to JHB on May 7th 2018 on British AirwaysBA6292 His first return ticket was bought online and paid for with credit card: DISCOVERY 4901 **** **** 7071 for the amount of R2170,31 (total cost to Russel R3763.61 because he used miles) His second return ticket paid for at the ticket office at OR Tambo with cheque card: FNB 4127 **** **** 1498 for the amount of R3943.68 He did not use the outbound flight to Livingstone on the 2nd MAY and so booked a new flight at the ticket office at OR Tambo airport to go to LIV on the 3rd May to travel with a group of friends. When he asked for confirmation of his return flight, the ticket desk advised that he was NOT on the return flight from LIV to JHB on the 7th May (BA6292) and so sold him another ticket - when indeed he WAS booked on BA6292 on Monday 7th May! When we asked for a refund for 1 of the tickets from LIV to JHB for Monday 7th May for Mr Russel James, they rep****:

Good day, Thank you for contacting us. Please be advised that if a passenger is a no show for their outbound flight, the system will automatically cancel the return flight. The passenger did not have a return flight and was correctly advised by the airport. The return flight was booked a non-refundable fare and the passenger will only be refunded the unused airport taxes. The funds paid for the return flight can be used as part payment to book an alternative flight however you will be liable for the difference in fares and change of booking fee. Kind regards, Ntsoaki Phillips ********** ********** 205 It is completely unfair and unacceptable that a KULULA ticket desk can book and charge for the same passenger twice on the same flight!!! Thank you Regards Paula Walker