Not fully refunded by Beachcomber And Pentravel

I booked with Pentravel in January 2020 for my 40th Birthday in May 2020. Due to covid the trip had to be postponed. It has been 2 years and Pentravel stance was for us to rebook our trip and each time the prices for the flights would increase and flights are now longer available to fly from Durban, this together with the new fare booked we would be liable for this cost. Mauritius has the pattern as soon as South Africa is going through a wave or new variant the borders are shut down to South Africans and the trip would then be cancelled and have to be rebooked.

My husband was not happy with the response from Pentravel and posted below on Hello Peter:

02 Mar 2022, 18:13 Refund proofing to be difficult Booked a holiday to Mauritius through Pavilion Pentravel to depart 25 April 2020. Booking ref V85398. This package is a 5-star resort with business class flights. Package amount is R 79 050.00. Due to COVID now going on for 2 years we have had to rebook ,but with the borders in Mauritius closing at a moments notice has made it difficult to go on the trip. We have inquired with Pentravel for a full refund as this holiday is proving to be uncertain due to the COVID requirements issued by Mauritius and the possibility that we could be stuck there if there is another wave or new strain etc. The agent's response in August 2021 indicated a refund of only R 34 000.00. Presently we have been asked to rebook the package , which will include additional costs and the uncer*****y of COVID still being around. We find it unfair that we cannot get a full refund as the amount of R 79 050.00 was paid in full on the 23 January 2020 , which would have accumulated interest. Pentravel’ s reply: 03 Mar 2022, 18:35 Good day Mr Naidoo. Thank you so much for reaching out. The manager at Pentravel Pavilion has tried to contact Mrs Naidoo, but unfortunately has not yet been successful. We will however try to make contact again so we can discuss the matter on hand and all the options available to yourselves.

Kind Regards, Siobhan Beyers Regional Manager

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Response from Pavilion Pentravel:

I was contacted on the 09 March 2022 by the branch manager - Govender, Pria with the following options:

The updated options for your trip are now as follows:

Option 1: Cancellation

Total amount paid for trip = R79 050.00 Beachcomber and Air Mauritius Cancellation Fees = R11 210.19 Pentravel Cancellation Fees = R9 051.74 Total refund due = R58 788.07

Option 2: Credit - This means that no cancellation fees apply, and you can utilize your total credit of R79 050.00

Please note that the following terms and conditions apply: Land Arrangements: Clients are to please be aware that rates, seasons, and specials may differ from one year/season to the next. Should a more expensive season or option be booked for the new travel dates, the shortfall will be due; if a cheaper option is booked, no refund from the original package price will be forthcoming. Beachcomber is fully committed to assisting clients with an acceptable land offer should clients travel to the same hotel, same room category, and same number of nights until 31 October 2022. It is recommended that bookings are placed in advance to avoid flight and accommodation availability issues Flight Credits: New flights need to be booked by 21 April 2022 and travel needs to be completed by 31 October 2022. Any difference in fare and taxes will need to be collected. ________________________________________

I went with option 1 and an amount of R58 765.89 was paid to me on the 27 April 2022.

The cancellation fees of R20 261.93 are a huge loss for us. After complaining on twitter on the 18 March 2022, the branch manager (Pria Govender) came back advising the Pentravel Cancellation Fees of R9 051.74 to be used towards a package (combination of both flights and accommodation) whether domestic, regional, or international, so long as the total package amounts to the value of the original booking V85398, being a minimum spend of R79 050. This credit is valid for 2 years, so travel to commence prior to 17 March 2024.

With travel so uncertain at the moment and our concerns of covid, we are really upset at the way we have been treated on having to take the loss of the cancellation fees especially as this trip was booked 2 years ago.

Over the years we have booked many trips with Pentravel and are very disappointed with the outcome. Is there any assistance we can move on a way forward in us recovering the cancellation fees of R20 284.11.