Sure Travel Newcastle - ******** level of Service

My family and I booked and payed a R97 000 deposit for a holiday to Turkey, Croatia and Greece which was processed by Sure Travel Newcastle in February of this year. After realizing that Covid-19 had become a major Public Health concern our family decided to cancel this trip. This was before the enforcement of the Nationwide lock-down, prior to the ban on international travel and at this point business were still open and at full capacity. Despite our timeous and judicious decision to cancel and start the refunding process we have not received any refund 7-8 weeks after starting this process, which theoretically can be handled over the phone or by email by Sure Travel employees, safely ensconced in isolation from the comfort of their home. What is particularly concerning, and immensely frustrating, is the lack of prompt reply to correspondence and specificity as to what exactly is causing the delay or at least where in the timeline of the refunding process we find ourselves. This paucity of communication and failure to provide any substantial details as to why the delay still exists is frustrating. We have taken reasonable measures and exercised a great deal of patience in this matter. The patience has now run out. Sure Travel Newcastle have abandoned their customers but not without first ensuring that they have made refunds as difficult and delayed as possible certainly as a selfish and ***ardly ploy to minimize the financial blow from Covid-19. Once lock-down has been eased and travel resumes it would be best to make use of other Travel agencies which have been transparent and communicated early and clearly with their customers and we will be sure to play our part on various platforms of print and social media to ensure that potential clients continue their Social distancing from Sure Travel Newcastle for as long as possible. This is no longer about just getting our money back. Sure Travel Newcastle has given us the motivation to take this matter further and we will use every avenue available to us to ensure that other customers are warned about Sure Travel Newcastle’s nefarious customer care and will soon pursue litigation with passionate ferocity. The abuse of the consumer and ******** level of service, in this current financial climate, cannot go unanswered.