****************?

I booked two return tickets on British Airways from SA to the USA through Travelstart for December 2021 and couldn’t use them because of a sudden travel ban. They quoted me a refundable amount of R7 044 per person and deducted fare and taxes (R10 944 per person) and an airline penalty (R3 900 per person), which I queried. I followed up again recently. The quote is now a refund of R3 452 per person, the airline penalty is now R6 692 per person, and suddenly, an additional refund admin fee of R800 per person is payable. When I initially tried to contact British Airlines directly, the agent told me that since I worked through an agency, I must take it up with them. It is impossible to send them an email as their ‘help’ address is no longer in use, and the new system creates a further impenetrable wall between the traveller and the agent. Oddly enough, alternative tickets made on United Airlines (which could also not be used because of covid) booked through Flightcentre were refunded in full, with no questions (or taxes and penalties) asked.