Astonishing treatment of elderly couple recovering from covid-19

I am absolutely appalled at the treatment my elderly parents have received from the holiday club. They both contracted covid-19 in July at my dad spent 3 weeks in hospital with severe covid. He was lucky to make it out of hospital and was released on Aug 2. His Dr advised that he will have a very slow recovery and wont be able to return to normal activities for at least 6 weeks. He is still suffering with extreme fatigue and his oxygen levels have not returned to normal yet. He has an oxygen machine at home should he need it.

They had a holiday booked 6 - 10 September with points that would expire so not allowed to move or cancel with a refund. After speaking to a consultant we send an email with covid positive test confirmation as well as his hospital records and asked that they please make an exception and allow them to MOVE the holiday out a few weeks until he can undertake the long drive. The reply received confirmed that you CANCELLED the holiday without a refund and need a doctors letter confirming that he cant travel to refund the points.

The Dr that treated him for COVID is a little bit too busy working 7 days a week to try to save the lives of other covid patients during the 3rd wave to write letters for the holiday club. His hospital records are there confirming his stay for covid. It is a well known fact that covid recovery after that length of a hospital stay, and at his age of 77, is a lengthy process. It should be common sense that he cannot undertake a 4 hours drive at the beginning of September.

I understand there are rules but this was a very serious unforeseen medical situation and any decent company would have accommodated their long standing elderly clients with this request based on the supporting documents supp****, without the need to waste the time of one of the best and busiest pulmonoligists in Johannesburg!

They also DID NOT ask for the holiday to be cancelled in the e-mail but ask to be allowed to move it out for them. They would have given it away to friends if they knew you were just going to go ahead and cancel it without a refund.

An elderly couple who wanted nothing more than to move their holiday out a few weeks to go and relax after the most traumatic time of their lives will now not be able to go on a holiday they really looked forward to. They have never before asked for an exception to your rules and have been clients for many years.

But I am sure you are very proud at how stringent you were able to enforce your rules and save yourselves 5 points. Well done!