Covid Lockdown Refund Refusal

I bought flight tickets to Mozambique over dates which coincided with covid lockdown.

We requested a refund (after searching long and hard to find someone willing to help us) and were told we could use the tickets once lockdown had lifted. It hasn’t lifted and we haven’t managed to used the tickets (almost 1 year later).

Our circumstances have changed and financially I would prefer to have my money Refunded to me.

The company has refused to refund me saying it is due to the tickets being promotional and non-refundable. We may have agreed to these terms, not knowing something like Covid would come along and put a spanner in the works.

A service was paid for and not used or provided due to circumstances out of our control. This situation is not part of any fine print. But I find the refusal to refund to be highly ********* and far from the professionalism and customer-service one would expect from an airline in such times.

I would even be happy to settle for a refund excluding a small amount for admin. But this is completely unreasonable.

I will be hard-pressed to promote or use this airline again.