DISASTEROUS EXPERIENCE WITH MOMENTUM MULTIPLY TRAVEL DESK

I purchased an Emirates First Class ticket using my Momentum Multiply discount benefit in July 2018 for travel in December 2018. At the time of booking, I was pressurised into confirming a booking with a very short connection time of 1 hour in Dubai despite me having raised concerns about same and I was continuously reassured that I had more than enough time.

After making a separate booking with Emirates for my mother, I was advised by the Emirates agent that the connection time was extremely short and I would be at risk of disruption to travel.

I contacted the Momentum Multiply travel desk and again, I was reassured that I had a sufficient connection time and I could not change the flight to a longer layover because of the agreement between Momentum Multiply and Emirates which provides that all bookings must have a bare minimum connection time and longer connection times are not permitted. I was also assured that if any flights were disrupted, I would be re-accommodated on the next flight.

On the day of travel, my outbound flight from Johannesburg was delayed, I was informed by the Emirates airport staff at Johannesburg that the particular flight was usually delayed as due to a very short turn around time. As a result of the delay, I missed my connecting flight in Dubai and I was initially put into a hotel overnight and after waiting at the transfer desk for 2 hours, I was placed onto an alternative flight. I missed my other flight connections and had to pay an exorbitant amount in rebooking fees as all flights were not on one ticket.

I lodged a complaint with Momentum Multiply and initially received an apology stating that as a result of my experience, they now have permission from Emirates to book longer connections. Dissatisfied with the response received, I escalated my complaint to the manager Sandra Cassim who is an extremely arrogant person and quite simply put, a ****!

Sandra contacted Emirates without my consent or knowledge for no other reason than to attempt to manipulate her version of the events that took place and promised to revert but failed to do so.

The last correspondence I have from Sandra was on 23 January 2019 in which she undertook to revert and to date, has not done so.

The discount with Momentum Multiply is simply not worth it when things go wrong. They act as the travel agent but provide no assistance during travel disruption. The manager lies and agrees to compensation which she retracts shortly after.