OS
Omar S
1 reviews | Active since Jul 2010
20 Jan 2025, 15:56
Disappointed
Disappointed. Agency was trying to get us to pay R34K for the ORT debacle in Dec when we missed our flights due to ACSA system crash.
I managed to sort out the reissue and changes of my family ticket on my own for R12K with SAFAIR as a penalty plus reissue for the changes due to missing the flights.
SAFAIR was charging R300 per ticket X 5 for changing return flights = R1500 vs Thompson R8200 plus an addition R26K for new tickets
Is this not the reason you use a travel agent to sort out- why could they not sort out this? Maybe using Booking.com is not a bad idea after all.
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Replies (1)
Thompsons Holidays's replyOfficial
27 Jan 2025, 07:54Dear Mr Shaik
Thank you for your note.I have looked into the matter regarding your missed flight to Mauritius. SAFAIR provided us with the costs associated with changing your flight, and we communicated these charges to you. However, I understand that the airline waived the change fees directly for you.As an agency, we are bound by the airline's rulings. If we do not adhere to the correct fare ruling costs, we risk receiving an Agency Debit Memo. Unfortunately, while the airline made an exception in your case, this waiver is not consistent with their standard policies and does not set a fair precedent, we had asked the airline to assist us but they declined our request.
We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out.
Kind regards
Wendy
Thank you for your note.I have looked into the matter regarding your missed flight to Mauritius. SAFAIR provided us with the costs associated with changing your flight, and we communicated these charges to you. However, I understand that the airline waived the change fees directly for you.As an agency, we are bound by the airline's rulings. If we do not adhere to the correct fare ruling costs, we risk receiving an Agency Debit Memo. Unfortunately, while the airline made an exception in your case, this waiver is not consistent with their standard policies and does not set a fair precedent, we had asked the airline to assist us but they declined our request.
We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out.
Kind regards
Wendy
Thompsons Holidays's reply27 Jan 2025, 07:54
Official
Dear Mr Shaik
Thank you for your note.I have looked into the matter regarding your missed flight to Mauritius. SAFAIR provided us with the costs associated with changing your flight, and we communicated these charges to you. However, I understand that the airline waived the change fees directly for you.As an agency, we are bound by the airline's rulings. If we do not adhere to the correct fare ruling costs, we risk receiving an Agency Debit Memo. Unfortunately, while the airline made an exception in your case, this waiver is not consistent with their standard policies and does not set a fair precedent, we had asked the airline to assist us but they declined our request.
We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out.
Kind regards
Wendy
Thank you for your note.I have looked into the matter regarding your missed flight to Mauritius. SAFAIR provided us with the costs associated with changing your flight, and we communicated these charges to you. However, I understand that the airline waived the change fees directly for you.As an agency, we are bound by the airline's rulings. If we do not adhere to the correct fare ruling costs, we risk receiving an Agency Debit Memo. Unfortunately, while the airline made an exception in your case, this waiver is not consistent with their standard policies and does not set a fair precedent, we had asked the airline to assist us but they declined our request.
We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out.
Kind regards
Wendy