UTTERLY DISGUSTING!

I recently made 13 bookings with Travelstart. My husband had passed away and there were various flights involved to get the family together. One return flight could not be used as a member of the family developed acute bronchitis and was deemed to be unfit to travel. The ticket cost R4007.72. We advised the airport staff and she was marked down as a 'no show'. I was told to call Travelstart on my return. It took two calls of 12 & 13 minutes respectively, to actually get to speak to anyone at all! Finally I was advised to e-mail the refund department, which I did. I also attached the sick note from the GP. I received a fairly quick response with an offer of a refund of R264.72. They deducted a penalty of R3,743.00! This, despite the fact that I had insured us all for medical cancellation and there was a letter from the G.P.. This is utterly disgusting and despite the fact that I have used Travelstart for all my travel over the years, I shall never use them again!! Totally appalling from start to finish!