DESPITE MEDICAL EMERGENCY AND FLIGHT BEING TAKEN OVER BY LUFTHANSA THE SAA MANAGEMENT COULD NOT COME TO AGREEMENT WITH LUFTHANSA ON FEES CHARGED FOR TRAVELLER

11 JULY: Client let me know that she had been taken to hospital and that she was not allowed to fly. 12 JULY: I phoned SAA and was told that the best route to take would be to let the client no show on the flight that evening as the ticket would still remain active. TO reinstate she would be liable for a no show penalty and date change penalty. I was told by SAA that we could provide a hospital admissions letter and they could see about waivering the penalties. 12 JULY: Apparently the SAA flight was cancelled by the airline – this was an involuntary change. Lufthansa took over the booking and booked the client for the 13 JULY on LH flights. Agent saw the flights in the booking and thought that it was client’s insurer who had made the change with LH directly. Clients frequent flyer details were in the original SAA booking where her contact details are. 13 JULY: Client no showed on this flight as was not aware of it. 15 – 19 JULY: There were many emails between agent and LH trying to get the ticket changed to the 21 JULY. I provided them with numerous medical certificates. They eventually said that they would waiver the penalties for Julia her daughter. We had to look at booking her on the 20JULY not 21st as the availability was much better on the 20th JULY, and we needed to book it on LH not SAA (which had ample availability on the 21st in the same booking class). They said that client was liable for the difference in fare and a tax difference – I was told it was impossible to waiver the difference in tax, even though it was not the clients fault the flight had been taken over by LH. I was informed by LH that I could call SAA again and see if they could assist. I called them and they said the only option was to put the partially used ticket in for a refund (which would not have covered the client’s new ticket she would need to purchase to get back from Zurich to JNB). ADULT

Fare difference: ZAR160

Tax difference: ZAR4394

CHILD

Fare difference: ZAR120

Tax difference: ZAR4394

Eventually as we were desperate to get the client home, she said go ahead. Gave the card details to LH. 20 JULY I called LH to see where the tickets were. Apparently the ticket had not been issued as there were issues with the clients card. Eventually gave my card and R2470 was taken off – as below: The passenger's flew with the below tickets. Was booked in Q class when LH was given the card details on the 19th JULY and now it is booked in H class.

MORE DETAILS AVAILABLE FROM PASSENGER< THE ABOVE WAS WRITTEN BY MY TRAVEL AGENT