SAA - ********** website

On 11/08/2017 I tried to book 2 tickets online. When entering my credit card details I got an error: “The website is not available”. I tried twice and received the error both times. I went to Checkers and bought myself 2 other tickets swiping my card and received the tickets in my hand, refusing to struggle with website errors. On Monday, 14/8 when I returned to work, I received 2 tickets that was not booked online because of the error message. I immediately informed SAA and spoke to Albifuno who said this issue is escalated to the finance dept. On 31/8 I received notification that the refund will be done but the cancellation fee is still billed. I demand a full refund as the booking of the tickets was not completed on the website but the booking was processed despite of the website error message. I spoke to Barbara snr in charge of the refunds dept. on 06/09 and she referred me to the client service dept., who initially send the query through to the finance dept. I regard this behaviour as ********** and totally unacceptable.