Poor communication

On the 10th of January 2019 I booked a ticket with travel start to go to Windhoek. A flexi ticket was purchased as I was not sure at that time when I was going to travel. I then sent an email to travel start asking if I can book nearer to the time, they did not give me proper feedback. When my dates of travel was finalised I sent an email to them stating the dates of travel after which I received an email that my ticket is forfeited because I was supported to confirm before the original travel dates. I was unaware of this information and when I asked the consultant he did not tell me this. they sent an email saying it was on the terms and conditions, I purchased this ticket on my phone and was unable to read the terms and conditions that's why I sent email to the consultant for information. It is very difficult for me to just loose R4000.00, please can I get help on this matter. please see below emails sent From: Nazmerah Hoosen ********** Sent: Thursday, January 10, 2019 2:31:28 PM To: urgent Subject: Fwd: Travelstart - Your Ticket for Booking ZA ********** 6 Good day Pls see below, I have purchased a ticket and paid extra for flexible dates because I was not sure when I’m actually going. Now the ticket doesn’t show flexible date and give a date for 9th of February. Please can you assist.

On 11 Jan 2019, at 10:25, Urgent Backup ********** wrote: Hi Nazmerah, Greetings from the Travelstart Team. I check your booking and although the flexi does not reflect on your invoice that was sent to you, however we do have record of you purchasing the flexi ticket, please see below if you wish to make a change. In order to do changes we require the new travel dates. This information can be sent to ********** or you can call +27 21 ********** option 1. The Amendments Team will advise you what the costs will be to make the change. If an email was sent you can expect your quotation within 24 hours. Please do not hesitate to contact us should you have any further queries. Kind Regards, Brandon at Travelstart -----Original Message----- From: Nazmerah Hoosen ********** Sent: Friday, January 11, 2019 3:03:50 PM To: Urgent Backup Subject: Re: Travelstart - Your Ticket for Booking ZA ********** 6 (CID:yyhpdyy1mbbckcz0kd) Good day Please advise why will there be additional cost when I purchased a flexy ticket, also can I confirm the dates closer to the time as I am uncertain at the moment.

On 14 Jan 2019, at 12:16, Urgent Backup ********** wrote: Good day, Greetings from Travelstart, Thank you for your time and email, Please note that the flexi covers the airline change fee and the travelstart admin fee, however if there is any fare or tax increase that is still a fee that is chargeable, as that cannot be waviered. Trust all is in order, Regards, Brandon at Travelstart.

From: Nazmerah Hoosen ********** Sent: Wednesday, February 13, 2019 12:06:01 PM To: Urgent Backup Subject: Re: Travelstart - Your Ticket for Booking ZA ********** 6 (CID:yyhpdyy1mbbckcz0kd) Good day I want to travel from the 4th of March 2019 to the 7th of March 2019. Please can you sort my travel arrangements.

On 13 Feb 2019, at 13:08, Urgent Backup ********** wrote: Hi there Nazmerha. The ticket is regrettably forfeited and can not be used towards another flight as changes need to be made before your original flights departure. Because the flight on the 09th of February was not taken and no changes were done before departure the airline cancelled the ticket and the Flexi product is forfeited aswell. You need to make a new booking for the requested dates. Kind regards A K at travelstart